Sony won't honor warranty on open-box products?

[goldenegg]

Has anyone come across this before?

I bought a Sony P200 digital camera from Best Buy in February. It was an open box product in perfect condition.

Over the past few weeks, it has developed two problems which I won't bother describing here. I called Sony and they had me fax my invoice. They responded to me, saying they do not honor warranties for open-box products. I spoke with 4 people on the phone (going up in the ranks) and they all gave me the same story.

I went to Best Buy and they told me I have to deal with Sony myself.

I'm gonna go straight to the main Sony service in Toronto (Videophase) this week, as I'm pretty sure they'll still fix it. I was just wondering if anyone else had this issue with Sony or other companies. I buy open-box products all the time (just bought a Canon S2 IS today) and have never encountered this before.

[Shaner]

If that's their policy then I don't see why you are complaining?

I can't say I blame them. Why would they want to honor the warranty on an item that was likely sold and returned for a refund/exchange? There's probably a reason why it was returned.
There's a good chance of open box items being damaged. That isn't Sony's fault, that is Best Buy's fault, they should have their own warranty on open box items.

[Evil Baby]

If that's their policy then I don't see why you are complaining?

I can't say I blame them. Why would they want to honor the warranty on an item that was likely sold and returned for a refund/exchange? There's probably a reason why it was returned.
There's a good chance of open box items being damaged. That isn't Sony's fault, that is Best Buy's fault, they should have their own warranty on open box items.


If said item was still under the original warranty than why shouldn't they honour it? You should be allowed to send it in, and if it would have normally been covered than cover it. If it is defunct becasue of water damage or something then you'd be S.O.L.

[nano]

i always buy extended warrenties for open box at bb and fs. if i have the slightest peoblem i take it back and get another item.

[goldenegg]

If that's their policy then I don't see why you are complaining?

I can't say I blame them. Why would they want to honor the warranty on an item that was likely sold and returned for a refund/exchange? There's probably a reason why it was returned.
There's a good chance of open box items being damaged. That isn't Sony's fault, that is Best Buy's fault, they should have their own warranty on open box items.

The issue is that both Future Shop and Best Buy tell customers that open-box products carry the original warranty. If this is indeed Sony's policy, then both FS and BB need to let their customers know.

[shoppingmama]

The issue is that both Future Shop and Best Buy tell customers that open-box products carry the original warranty. If this is indeed Sony's policy, then both FS and BB need to let their customers know.

Exactly!

[gqbluez]

It doesnt really matter what Sony's policy on it is because on your receipt from FS/BB it states very clearly that the original manufacturers warrenty applies (unless you purchase their PSP). So I would take it up with FS/BB. If its clearly in writing that they are going to honor it they will have to do it regardless if Sony says they dont. One way or another you will get your camera fixed. Just dont threaten to sue them or anything if you dont get your way on the first try cuz they get irritated. They know its an empty threat and they'd probably win or you'd run out of money before you could get a settlement anyways...

[goldenegg]

It doesnt really matter what Sony's policy on it is because on your receipt from FS/BB it states very clearly that the original manufacturers warrenty applies (unless you purchase their PSP). So I would take it up with FS/BB. If its clearly in writing that they are going to honor it they will have to do it regardless if Sony says they dont. One way or another you will get your camera fixed. Just dont threaten to sue them or anything if you dont get your way on the first try cuz they get irritated. They know its an empty threat and they'd probably win or you'd run out of money before you could get a settlement anyways...

I fought with BB all week without getting any closer to a resolution. They refuse to even get on a conference call with myself and Sony (the call would be initiated by me).

With that said, it looks as if there may be a resolution.

Someone saw this thread and e-mailed me through my website. They work for Sony and have confirmed the warranty does apply for open-box items. I've been told that bypassing Sony and going directly to Videophase will resolve the issue.

I'll report back on Tuesday.

[jory29]

Kudos to Sony's repair depts! They sound like they are more on the ball with making sure all is well. Good luck, and please let us know how you make out with all of it. Too bad Sony gave you such a bad run-around. Wwas the '1 year warranty' printed right on your receipt??

I bought Palm Zire 72 open box, and was told the one year warranty applies, as well, I believe it is printed on the receipt. Upon phoning my credit card company, they said they would double the manufacturer's warranty, too, so that might also be something to check into, in the future when you make a purchase.

[goldenegg]

Wwas the '1 year warranty' printed right on your receipt??


Yup, it's printed right on the receipt. The problem is that Best Buy can really print whatever they want on it regarding other companies, but it doesn't make it true.

Oh well ... I guess I should actually be semi-thankful. If it wasn't for this mess, I wouldn't have been browsing the camera dept at Future Shop, leading me to find an open-box Canon S2 IS. I still want the Sony fixed though, as there's always times you want a camera you can easily slip in a pocket.

[goldenegg]

Just a quick update.

I ended up bringing the camera straight to Sony's service center on Placer Court. They took the camera for repair, but made sure to tell me "warranty will be void if the malfunction is caused my physical damage" once she saw it was an open box purchase. I know that's a standard thing to say, but she mentioned it as part of noticing the 'open box' listing on the receipt.

The camera's apparently ready for pickup. I'm gonna head over tomorrow morning to get it. I'll update tomorrow with the status of the repair.

[goldenegg]

I picked up the camera and it seems to be fixed. I won't know for sure until I get a sunny day to test it out. No hassles during pickup.