Bravia 55 motherboard broke after factory reset

[NicolaLee]

Initially my home button on the remote stopped working, I updated the software via a USB sent by Sony, this did not solve the problem. Today they told me to do a factory reset, which I did as instructed by them. The tv is now not working !!!!! They have informed me my warranty in out date and I have to pay for a repair as they think it’s the motherboard ?! I can’t find any link for complaints and when I asked them they told me to write a letter. Surely this isn’t right that they told me to reset my tv to fix a problem on my remote and now they have totally broken the tv and expect me to pay for it? Any advice would be grateful 

[LightFoot]

Hi @NicolaLee   I’m afraid that “Bravia 55” means nothing and the starting point for any of your fellow customers to help or advise you is the full model number of the TV?

[NicolaLee]

The model number is 

KD-55x8509C

[LightFoot]

Hi @NicolaLee 

Obviously your 2015 TV is well out of warranty. In my opinion it would probably be cheaper to buy a new TV than to repair it unless you are handy with a soldering iron. Perhaps not another Sony if you have lost confidence in them.

Unless you paid Sony Support and have written proof I very much doubt you would have a case. Also how are you going to prove that the factory reset caused the motherboard problem and it was not on the way out in any case as demonstrated by the lack of response from the home button on your remote.

There is no harm in writing a letter of complaint and you never know you may get some compensation. You have nothing to lose.

Just my opinion.

[NicolaLee]

The tv was bought in 2016 and after a year they had to replace it with a new one due to a green line appearing on the right hand side so I presumed my 5 year warranty would start again with it being a new tv. Unfortunately not. The only proof I have is that the tv was working perfectly, other than the home button until they told me to reset it? They were on the phone talking me through all other steps to see if it would work. So yes I’ve lost all faith in Sony as technically this tv is under 5 years old. The fact that there is no where to actually complain is shocking. 

[Piscie]

Hi @NicolaLee, I'm afraid as far as I'm aware when Sony replaces a TV in warranty, the same warranty is being transferred to the new TV, it does not start from scratch. I'd honestly recommend giving it a go with the Sony reps to get your TV fixed, any digging in different places would just confuse things even more, you can also call them to check how much this service can cost you.