10 Week old XR-65A90J fails!! Disgraceful!!

[Lac7126]

So after lots of research and merely wishing to have a more up to date TV than my perfectly working but 14 year old Pioneer Plasma TV, my wife and I treated ourselves and spent £3,499 plus additional insurance with John Lewis on a Sony Bravia XR-65A90J, on 18th November 2021. 
Apparently the state of the art TV announced in April 2021. 
It arrived on 24th November. 
It’s had light use (not in the day and not every evening) and on 5th February 2022 my wife turned it on to watch some Winter Olympics. A few minutes later, 2 clicks heard, screen goes blank. An hour of following the power off, try a different socket etc. procedure all to no avail. Red LED flashes 5 times, pause, 5 flashes and so on. 
Spoke to John Lewis (tried Sony Customer Service but it was a Saturday so they’re closed of course…! Obviously we don’t use their products at weekends…) 
The not so local approved repair centre came out to collect it on Monday 7th PM. Asked how many times the red LED flashes and plugged it back in to confirm. Yes, 5 flashes. Looked at each other ‘that’s the screen’….

To cap it all, Sony have already announced the A95K replacement in January 2022 and consequently devalued our A90J which has been £500 less to purchase since January, not because it’s in any sale…,
Still no news, and Sony keep asking me who collected it even when I have replied and they reply to the email containing that information. 
Our 14 year old Pioneer Plasma never missed a beat and I sold it working, albeit for peanuts.  Before that I had a B&O TV which lasted for about 15 years. Had a tube replaced… after 12 years!

Do we ever want to see our - repaired but less than 3 month old TV back - absolutely not. 
Options I’ve give Sony are (and yes, I’ve been in retail for over 30 years, I know about consumer rights!):

1. FULL refund and they can do what they like with it. 
2. NEW replacement (or an “UPLIFT” replacement) and £500 refund. 

I’m absolutely disgusted that a £3,499 TV from Sony, allegedly state or the art technologically, fails (and evidently not the only one of these to fail - or to have the screen fail in early life) after such a short time, is already devalued by Sony, and currently Sony can’t even read an email properly, let alone respond appropriately to my call and as they requested, my follow up email with receipt attached. 
Currently listening to music (as we have no TV…) through my utterly reliable 1979 Quad amplifier and pre-amplifier…

[Lac7126]

Had confirmation it’s the screen, and apparently Sony don’t provide screens any more… so the TV is scrap. 
After John Lewis, the approved repair centre and Sony couldn’t even get onto the same page today about a request for a replacement, apparently because the repair centre didn’t have a copy of the (purchase) VAT receipt and couldn’t sent it to Sony - all despite us actually providing a paper copy when it was collected and I’d emailed Sony a copy days ago…. We apparently await a replacement TV to be provided to the repairers by Sony. 
So…. Why were these TVs reduced by £500 so quickly?

Why do the retailer advertisements all say (2021) now…?

Why are the majority of retailers out of stock…?

Discontinued already perhaps…? Hmmm…

[daveyh64]

Normally Sony and other TV manufacturers replace their TVs every year, usually launched about April/ May.

When the new models hit the streets they are advertised at the full price, after about 6 months you will see the 

retail price gradually reduce as the arrival of the new models gets closer.

A wise consumer can play this waiting game and watch for when they think the last years model will

be at the lowest and pull the trigger on that model rather than pay a premium for the newest model.

Often the newest models come with their own teething problems so always best to wait to buy later in the year

when any early problems have been identified and applied to the next batch at the manufacturing stage.

If your Sony is under guarantee in John Lewis case a 5 year guarantee then you should be able to get it repaired

and in your case it would be a replacement screen. If they can't replace the screen then they should replace the TV.

I wouldn't involve Sony, your guarantee is with John Lewis, involving another party only confuses the issue.

Sony should be telling you to contact John Lewis. Go to the John Lewis website for the TV and look at the reviews to see if there is a pattern to faults with this particular model. This gives you a bit more information to discuss with John Lewis. Are you able to go into a John Lewis store to discuss the issue with a face rather than using the phone or e-mail, that may get the ball rolling in your favour.

Sony do not make the screens for their OLED TVs, almost all OLED TV screens are made by LG, may be that is what the person who told you that Sony don't make screens anymore should have clarified with you. It may be that this particular screen is no longer made by LG and there is little to no stock available, if that is the case I would start asking for a replacement, a refund or another TV by another manufacturer of similar value.

My own Sony TV broke down about a year old after a software update had been applied. 

Phoned John Lewis, TV picked up within a week, the guy knew it was a main board failure

just by my description (common fault with Sony he sighed). TV was away for 3 days, delivered

back in perfect working order and never looked back, TV is now 3 years old.

Subsequent software updates have been applied without issue.

[HannahEd01]

Hey Lac7126, you're still within the warranty, and if the TV isn't repairable, you're entitled to a replacement as per Sony's own warranty!! I don't understand what's happening with you. But you have to keep following up until you get what you want.

[Lac7126]

Glad to hear the issues with your TV have been resolved. 
Yes, I wouldn’t say I’m an uncanny consumer but as I said, 2 key things:

1. I wasn’t expecting a 10 week old £3499 TV to fail and 

2. I wasn’t expecting Sony, (and I’ve been in IT for 35 years so know all too well about technology advances and new models) to announce the replacement in well under a year. 
Sadly I’m still sitting here without a TV (it’s been confirmed the screen on mine failed and I appreciate they’re made by LG) and still no idea when I will get it back or a replacement. 

[Lac7126]

Hi HannahEd01.
Wow! You “don’t understand what’s happening with you” (me)…!

I would have thought that’s simple to work out really…. To help you understand what I want as you also seem unsure of that:

Not to be sitting here still £3499 out of pocket without a TV and no news of when I will get it back or a replacement. Also for that TV to be reliable and live up to it’s technological claims. 

Hope that helps. 

Sorry to have interrupted your time by you reading my post. 

[HannahEd01]

Hey Lac7126, I guess you got me wrong, I am shocked of the experience you went through and was confirming your right.

[Lac7126]

Hi HannahEd01,

Ok, that’s very different to how it looked!

Thank you!

[SkyNet404]

It is very frustrating especially since it's a new TV.

Hopefully this gets sorted soon with a satisfactory resolution for you.

[Lac7126]

Many thanks @SkyNet404  Much appreciated. Still waiting to hear when we will get a replacement. Apparently Sony won’t tell their authorised repairer when they will get the (hopefully brand new!!) replacement TV, so we have no idea how long it might be! 
The hifi has never been used so much!!