Do all Sony LCD screens only last 2 years?

[unhappycustomer]

The screen is going on my KDL 40W 4500 after just 2 years. Sony refuse to contribute to the cost and replacing it is only slightly more expensive than the repair cost. This was a best buy in Which? magazine.

I am now going out to buy a new TV. It will be my first non Sony for 20 years. I am now a non customer for any Sony product and will share my experience widely.

[strummer61]

It really is a disgrace that Sony UK should treat it's customers like this.

As you say, they've replaced your set, but done it on the quiet and still claim to have no referrence to this fault on their Database!!

Well in my book, that's LIES.

Do you have a Case Number you could share with us?

Thanks

[apuk2004]

well, i had my w4500 looked at by a sony repair centre (costing £50) and it needs a new screen which will cost me £463.94. Gutted unless Sony can help

[strummer61]

PM me your details.

A bunch of us are talking to BBC Watchdog.

If you can hold on, don't pay.  If you must, keep the receipt.

Did you contact Sony UK with this btw?

[StartTheCar]

Or......you could read my various posts on the subject and follow the suggested escalation route.  As some of the subsequent replies have suggested, this can work.

If it helps, feel free PM me directly with all the details.  I will provide an answer on how best to proceed and, if required, pass the matter onto someone who will hopefully resolve it quickly.

As I said before, each case will be looked at individually, judged on its own merits and appropriate action taken.   Try it, I think you may be pleasantly surprised.

Best regards

Lee

[mstaniak]

Hello StartTheCar,

Your help with this matter is really appreciated and yes, I have seen handful of posts from the happy customers with issue sorted, but isn't it like the term "each case will be looked at individually" means "shout loud, make a mess, boil the forum" and wait till StartTheCar come and pass your case to the appropriate person?

I cited useless reply I have received from Customer Information Centre some time ago, but just to remind it:

"... Thank you for your recent e-mail received on 13/02/2011 01.22 PM.

I am sorry to learn of the problem you are encountering with your KDL-40V3000.

We have no information about this being a known issue and as such it will need to be investigated further by an Authorised Service Centre.

To locate your nearest Authorised Service Centre, please go to www.sony.co.uk. ..."

The 'main issue' is not the screen fault itself but the way Sony handle customer complaints ant the fact you doesn't want to acknowledge that there is a manufacturing problem clearly visible and confirmed by: a) the volume of sets affected and b) the fact that other big manufacturers acknowledged the same manufacturing fault (i.e. Toshiba) and handle the complaints properly.

Additionally I read somewhere on-line that Sony US acknowledged the fault - unfortunately I can't find it right now. Sad.

Summarising: I am not going to pay £50 or £70 for "an initial check in an Authorised Service Centre" and spend on the transport (nearest authorised centre: 10 miles) - I spent enough already, I have been stupid enough (read: too loyal) to pay over £1,000 for the telly which lasts for 2 years only just because it was Sony branded. Actually my TV set full cost is over £1,400 due to the fact that I couldn't afford it straight away so used loan with monthly repayments to purchase (BTW: it took me longer to repay the loan than the TV worked)... but it's just my stupidity.

Do you see now why some of us are so disappointed? Do you understand now why I will escort this set to the waste collection point rather than spend any extra monies on it and why my next TV won't be Sony?

[StartTheCar]

I absolutely understand your concerns.  However, I equally understand where my colleagues are coming from.

Without the repair estimate, we cannot be certain what the nature of the fault is or how much the repair is likely to cost.  Effectively we are flying blind and certainly in no position to offer any sort of worthwhile comment.  It would be irresponsible to commit to anything without first confirming what’s wrong.

As a side note, with most repair agents, the initial estimate fee is taken off the final repair (should you go ahead) although I would double check first.

I am also aware of the issue in the US with similar generation Bravia.  However, while their Bravia range may share the same or similar model numbers,  they  are manufactured it totally different factories to the units we get in Europe.   That being said, if we get enough reports of the same problem (another reason we need that repair estimate) we will take action, as we have done previously.

With this in mind, can I ask that everyone first addresses their issue with the Customer Information Centre, who are more than capable of dealing with majority of issues.  If you have done this, and still have concerns, please feel free to PM me directly and I will see what I can do.

Best regards

Lee

Message was edited by: StartTheCar

[kingnezzer]

Just had my 46v3000 looked at by a authorised Sony repair centre, they have confirmed the LCD screen needs replacing to the tune of nearly £700:smileycry:

Im now about to send off a copy of report and proof of purchase to Sony. After speaking to their customer service centre i was staright away offered a third of the cost towards the repair, although a nice gesture i want the tv repaired free of charge, this should not happen to a television I spent over a £1000 on less than 3 years ago.

Lets hope my faith the Sony brand is not deminished further when i get a reply back

Message was edited by: kingnezzer

[strummer61]

I've never seen such slimy behaviour & from a so called reputable company!

So Sony UK still stick to their story that there a "no known faults".  Reading through the threads here, I can see so many models effected.

I can see 40W4500, 40X3000, 46X3500, 40v3000, just to name a few, all with the same fault.

So when I report the same fault on my 40X3500, do Sony actually expect me to believe that the internals are completely different on all these products?

And the "Good Will Gesture".  Doesn't it make you sick!

[StartTheCar]

strummer61 have you reported the issue with  your 40X3500 yet?  If so, feel free to pop the details (your name, address and any reference numbers) in an e-mail to me and I will take a look.

I am reporting back on every issue I see, as are the Customer Information Centre, Product Quality and our Warranties departments.  It’s not as simple as repeating what our colleagues in the US are saying or doing.  I wish it was, however the UK and European markets and products do differ and so we cannot simply copy and paste polices and procedures.

As this and other threads clearly demonstrate, our customers are not about to let us ignore this (even if we wanted)  While not the most inspiring read, it is feedback like this that prompted us to launch the forum.  We are listening (reading) and will do something about it.  In the meantime, please continue to raise your individual issues (which again may very well be unrelated) to my colleagues in the Customer Information Centre.

Any questions please feel free to PM me directly.

Regards
Lee

[strummer61]

What is wrong with this website??

Everytime I try to reply, the website is unavailable