I purchased a Sony TV from Heathcote Appliances Te Rapa on 28/04/2024. The product included a 1-year manufacturer warranty, valid until 28/04/2025. The salesperson, Simon Edmonds, recommended that I purchase an additional 1-year extended warranty, which I agreed to for an additional $71. Based on that purchase, my understanding was that the TV would be covered until 28/04/2026.On 21/12/2025, while using my PS5, the TV display suddenly became very blurred, and all three HDMI ports stopped working. The following day, I took the TV receipt to Heathcote Appliances at The Base. I was advised that I would need to contact a third-party warranty provider directly, rather than dealing with Heathcote, because the extended warranty was handled externally.This was the first time I became aware that the extended warranty was provided by a separate company. At the time of purchase, the details of the extended warranty were not explained to me, nor did I receive any written information about it. After reviewing my email history, I found only the invoice, with no documentation describing the extended warranty terms.I believe that when extended warranties are sold, customers should be clearly informed of all relevant details, including who provides the coverage and how claims are handled. Customers deserve transparency, especially when paying extra for warranty protection.Based on my experience, I would encourage future customers to ask for written details of any extended warranty before purchasing. My recent experience has been disappointing, and I hope the company will improve communication with customers regarding extended warranty agreements.
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