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.

[tweety2b]

Hi Malcolm,

I am sorry to hear that you have had a bad experience with our Service and Support team and of course it upsets me to hear you have lost confidence in our brand and our products.

I am sure that you have valid reasons why

Is there any way you can let me know your Case ID number from support so I can have a look at this myself and see if we can do something?

Thanks,

Nico

European Forum and Communities Manager

[unhappycustomer]

Hi Nico,

Thank you for responding. I didn't get a case id number.

The screen on my TV started with a black line and ghosting on startup and eventually cleared and came on correctly after up to an hour. I spoke with your very helpful service company in Farnborough who confimed that the screen was going. He also gave me an outline of the total costs and the phone number for Sony customer service which I called.

I explained the problem to the call centre who asked me when I bought the set (2 years and one month ago) and he told me that he could book a call. I told him that I was very unhappy about a screen going so quickly and asked him if Sony would help in any way with the costs. He said no. Quite frankly this response made me very angry.  I wasn't expecting Sony to give me a new TV but I was expecting some assistance either with a cost of repair or some type of contribution towards a new replacement.  To me a TV screen that failed in 2 years is not of satisfactory quality and my expection was that Sony would recognise this.

I resisted the temptation to buy a new TV today.

malcolm wicks

[patters98]

For something as expensive as a TV I wouldn't take what a call centre said as final. Write a proper letter sent by recorded delivery, state the proper consumer stuff such as that in your view the product falls very short of reasonable expectation, not fit for purpose etc. However, I think under UK consumer law that your case should be with the retailer and not Sony. Usually in this kind of scenario the retailer will give you the run-around until you've written several letters, but you should prevail. I think anyone can see that 2 years is not a resonable lifespan for a £500+ TV.

I bought mine from John Lewis (free 5 year guarantee on all TVs) to make sureI don't have to worry.

[describbler]

An interesting thread, as I have the same model TV, almost exactly the same age and what sounds like exactly the same problem.  I thought I'd have a look here to see it was a known issue and don't very much like what I have read!

I'm going to contact the service centre tomorrow to get the fault investigated and I'll post the results here. Malcolm, perhaps you'd be kind enough to post again if you have any luck resolving the problem?

Good luck,

Stuart

[describbler]

An engineer from my local Sony service centre called yesterday.  Apparently muttered something about 'looks as though it needs a new screen' (I wasn't there), and then took it away to the workshop to produce an estimate.

More in due course.

Stuart

[describbler]

Well, as feared, the diagnosis is that a new screen is required.  Now in dialogue with the Sony Customer Service Centre.......

[unhappycustomer]

Stuart,

Thanks for the update. Have you been without a working TV since the engineer took it away?

I have not heard a peep from Sony since Nico first contacted me two weeks ago.

Patters98, yes of course I wish that I'd bought the TV from John Lewis because they understand all about customer service.  I had assumed that Sony, a brand I'd long trusted, would too. No matter where the TV was purchased. That's why I'm so disapointed with them.

You described the long drawn out process that some Brands and Retailers have forced us to go through in the past. Times have changed. Retailers and Brands who continue to operate this way will feel the wrath of their customers. Either customers will never buy from them again and/or they might decide to use the power of the internet to spread the word. 

The way I see things is either I (and Stuart) have very uncommon faulty screens or Sony have major problems with their screens. If it's a rare problem a good customer service response would be to apologise and resolve it quickly.

[josharp82]

Guess i've  just joined the club

My 40W4500 is going the same route.

Ghosting and ocasional large dark patches on start up.

Bought it just over two years ago.

I'm going to give the dealer i bought it from (Comet)  a call tomorrow.

Don't normally say this but thank god for extended warranties, guess

i'll find out if they're worth the paper they're printed on.

[describbler]

Fortunately I do have another TV.  Although smaller it is adequate whilst awaiting resolution of this problem.    

I have written to Sony enclosing proof of purchase and repair estimate.  Hopefully I will hear back fairly soon (although one does have to allow for the vagaries of Christmas post, I suppose).

josharp82, hard luck.  Good Luck with Comet - and let us know how you get on!

Stuart