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Problems with SonyStyle.com

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Buzz123

Member
Florida

I placed an online order for a Sony TV with SonyStyle.com Sony’s official online sales outlet. I ordered a KD-34XS955N HDTV for $1699. I received a KD-34XBR970 HDTV, a less expensive set (Sony sells them for $1299). The TV was delivered by Sony’s “Premium Delivery Service”. They bring it to the house set it up for you and take the boxes and packing away.

Since both TV’s are the same size and look a lot a like it was 5 days before I discovered that I have the wrong TV. In that time I got rid of my old TV and had the DirectTV people out to install HD service and set up this TV with their box.

I called SonyStyle.com’s customer service line and it seems that Sony no longer makes the TV I ordered so they can’t replace it. They did offer to take the TV I got back and credit my account, and sell me a new one. This would be a big hassle for me since the TV is already set up and under this offer I would be without a TV for a while and my credit card would be double billed until the credit hit and someone would have to stay home again for two days one to meet the pick up people and one to meet the second TV delivery people (Sony said they could not do this on the same day). I suggested that they just let me keep the TV I got and that Sony credit my card for the difference in price. I was told that would be impossible as it not their “policy” to do this. They were however willing to sell me exactly the same model to replace this one, but it would require the double billing and pickup and delivery!

My question is what would the consequences be if I kept the TV and when my credit card bill comes I were to refuse payment to Sony of the difference in cost? Can this be done; can you refuse to pay part of a charge? Would the warranty still be good? It would sure be easier for me and Sony would still be getting fair payment.
 


saintjoe69

Junior Member
You can not refuse part of a payment. I believe your best bet would probably be calling up your credit card and disputing the matter with them. Let them take care of it. You can list it as an overcharge or something. Refusing to pay the bill would only collect charges on your credit card and hurt you... not Sony. Get your credit card involved.
 

twocats

Junior Member
Do what StJoe said and please pursue the matter further with the FTC.

The company can not switch your order to a lower priced item without first asking you. You can file under the bait and switch regs however, the FTC will assign your complaint to the correct department after you make the report. You may still have to perform the remedy as the company outlines but if this company has been reported before, their practice of substitution can be stopped for future customers. There may also be a fine for the company. Below are the links you might want to look at and the form for reporting to FTC.

Bait and switch regulations:
http://www.ftc.gov/bcp/guides/baitads-gd.htm


In part, the section that I think applies to your situation:
Sec. 238.1 Bait advertisement.

No advertisement containing an offer to sell a product should be published when the offer is not a bona fide effort to sell the advertised product. [Guide 1]

Sec. 238.2 Initial offer.

(a) No statement or illustration should be used in any advertisement which creates a false impression of the grade, quality, make, value, currency of model, size, color, usability, or origin of the product offered, or which may otherwise misrepresent the product in such a manner that later, on disclosure of the true facts, the purchaser may be switched from the advertised product to another.

(b) Even though the true facts are subsequently made known to the buyer, the law is violated if the first contact or interview is secured by deception. [Guide 2]


FTC complaint form:
https://rn.ftc.gov/pls/dod/wsolcq$.startup?Z_ORG_CODE=
 

Buzz123

Member
Thanks for the advice, I both contacted my credit card company and filed a complaint with the FTC. I am not sure what did the trick but yesterday a senior Sony customer service person called all apologetic offering to resolve this anyway I wanted.

All problems should be so easy. Thanks again!
 

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