TV broke trying to update the firmware. TV turns on but turns it's self off after 10-20 sec. Called Sony support & agent tried to fix it over the phone but nothing worked so he said they will send a Service guy to take a look at it & that I will get a call in 24-48hr. Waited 48hr no call. Called them the next day. Agent says they decided to replace the TV with a refurbished one that's comparable to my TV. Not the same TV but comparable. Declined it & told them to fix it. Was told again that someone will get in touch with me in 24-48hr. No call. Called again after 48hr & was offered the Buy back program. It's been 1 1/2 mo and about 3-5 more calls and still nothing has happened. Calling them now and have been on hold for 2hrs. no agent has picked up. Think they are skipping my number.
Simple answer to your question is: Yes.
You are not required to accept a refurbished substitute (which in parlance of the day means a used TV) to replace a new TV that has issues.
Best bet here is try and return it to store you bought it from. If they refuse to replace it with another NEW T.V. then its a potential small claims case against Sony. The real issue now is, which hydra-headed Sony-related company do you sue to enforce the warranty?
Also, what does the actual warranty for the T.V. say? Read through it since you have to prove that they breached their warranty.
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