Screen burns OLED

[tonyboy60]

Hello, I brought a KD55AF8 tv, it has what looks like screen burn. Contacted Sony as I had a 5 year Guarantee, after keeping me waiting 5 weeks they tell me there’s nothing they can do! I spent over £2400 on this tv and ,done nothing but watch TV on it and it’s ruined. Can anybody help me with any advice please? I certainly would never buy Sony again the after sale service is disgusting!

[RottenFoxBreath]

And that was going through the retailer?

In around a day, its gone from the retailer taking responsibility, to Sony not wanting anything to do with it?

I would ask for an explanation of why they point it at you for causing it, specifically what you have done wrong.

[tonyboy60]

Hi, for some reason I can’t sign in to my account. The retailer said that Sony requires only Sony to repair there sets, so has to be sent to Sony workshops. But because I already contacted them sending pictures etc, they just refuse to touch it saying I mis used my set watching the same channel for to long? 🤷🏻‍♂️ Seems there’s nothing I can do?

Sent from my iPad

[tonyboy60]

Does anybody else have any advise on to getting my TV replaced please? I would never buy or recommend SONY to anybody!

[tonyboy60]

I was told because of Sony , they only repair there TVs . And they class screen burn as misuse ? 

[Joe_Dohn]

As far as I'm informed, there are 2 types of screen burn, one is misuse and one is a side effect of the OLED tech.

If you've contacted Sony directly and they said that it is misuse, then you'd need to check the available options. But if you haven't contacted Sony directly yet (phone, email, chat, etc.) then I highly recommend that you do so.

I'd never get an opinion about something so sensitive from anyone other than the company that made my device.

Do let us know what they comment with though, this would be really helpful to everyone who's tuned into this thread.

- J.D.

[tonyboy60]

Hi, Thankyou for replying, I contacted Sony Direct, who said they sent pictures of the screen damage to Sony in Japan , where they were looked at and they decided miss use. That’s as far as it got really.

Sent from my iPhone

[Win_88]

Hi @tonyboy60

Although it's not what you'd call general knowledge, manufacturers are indeed able to tell the difference between Image retention and screen burn in, the latter being considered to be caused by misuse. They also wouldn't give you a clear answer unless they've verified it with Japan if that's what you were told.

Oled is great tech, but it requires careful use as it has its limitations.

Win_88

[Tektek12]

Hi.

Did you use a credit card to buy the tv? Hope so!

You can use the Section 75 on it to hold the credit card issuer accountable.

Read up on it.

If they refuse to refund your money then contact the financial ombudsman explaining your case.

I recently did this and had my money reimbursed and they wanted to take the tv in.

They didnt bother getting the tv off me but i got all my money back.

Worth a try contacting the ombudsman anyway even if you purchased it with a debit card.

Good luck.

Sony customer service is bad and they try and wriggle out of being accountable if they can.

[macmac2828]

Hi,

Sorry to hear about your situation, I have a similar query related to what you are currently going through and haven’t seen a proper fix for it yet.

When you select a terrestrial channel with a static picture, ie radio or audio only, the AF8 doesn’t recognise this and therefore does not activate the screensaver, the static image just sits there until you change channel or switch it to picture off mode which I find utterly ridiculous considering the price of the TV.

After reading yours and other people’s replies,  are Sony implying that by watching these terrestrial audio broadcasts we are “misusing” the TV?

To be honest I find this a concern considering what I now know about screen burn in on the OLED TV’s, I have TV’s from other manufacturers and they all recognise these as radio channels and activate the screensaver mode accordingly.

I only recently noticed the strong image retention on the TV, luckily nothing permanent as of yet, as my wife listens to these terrestrial audio broadcasts.

To be honest I think this is an issue that should have been addressed already considering the expected outcome will be some level of screen damage.

I hope you get a satisfactory outcome to your situation.

[RichardS1952]

Hello Everybody,

I posted similar for my KD65-A1 a couple of days ago and experiences here mirror my interaction with Sony. I fail to understand how watching tv or listening to the radio or listening to my music via Airplay is considered misuse. A lot of channels have logos and radio channels show who they are. What do Sony expect, that you turn off the TV every hour or so and let it rest before switching back on ? It's a problem they know exists but refuse to do anything about it either at manufacturing stage or upon the fault being reported except by a paid repair. Utterly ridiculous. 

What I haven't done yet is pursue it via the retailer which I will do but Sony should not be allowed to get away with this deplorable service. I too paid by credit card and I will pursue that route too. Needless to say I will not buy another Sony product if this is how they conduct themselves.