The problem in question is that the TV is Sony. I had been doing my research to replace my old Sony TV. Finally I decided to go for the 65HX923 despite all the problems that this line had earlier on because I have a long history of buying Sony products of all sorts and I mean from the Trinitrons to Vaio laptops. I tried to avoid Sony Centres that were owned by Sonex since they were in administration.
When the TV came it had two white lines making a band of about four inches at around 29 inches from the border and dark band right in the centre of the screen. I contacted Sony Customer support as soon as I said that my TV had two white lines the girl said to me that the TV was within specifications and that she could give me the phone of the technical engineers so they could explain to me that the TV was within specifications. Even I was very adamant that this was not within specifications I hit a wall with Sony Support.
I also bought colorimeter and software to calibrate my TV. In paper is a good TV, despite it suffers from haloing, x-talk, DSE and some other issues, which I was not complaining about them, I still thought that the TV had potential and liked it in general. It is handsome TV at least when it is off. This did not improve my TV’s fault.
I went back to my retailer a Sony Centre which booked a technical engineer to come a see my TV. Intentionally or unintentionally they booked it with a company in Birmingham which contacted me after a week and a half to let me know that they did not service my Area. Went back to SC and low and behold they are into administration and cannot do anything. I was force to face Sony Support again. Eventually someone did book a technical person who confirmed that my TV was indeed faulty.
In my experience Sony Support only lies to customers and fob them off to delay and reduce any possible action that the customer may have. The only thing they are good for is for keeping people in the phone and escalating problems but not finding solutions. Sony is producing bad quality products and selling them at premium prices a huge far cry of what Sony used to be.
Is the HX923 line good? I have no doubt it is. If one is lucky enough to get the good one. Buying one of this TV is a Russian roulette. Sony customer support is lame, appalling and not customer orientated at all. I cannot in good faith recommend anyone to buy this TV or use any Sony Centre. It seems that there is a good probability that the TV might be faulty and that the Sony Centre would go into administration. After that Sony will treat the customer like a criminal for expecting than after paying 4500 pounds for a top of the range flagship TV this will work accordingly at least for a couple of weeks. This the sort of TV that if you are feeling lucky you should consider going for it otherwise steer clear. The number of people having problems is not small. Sony has been losing money for 4 years because they are not producing good product any longer.
Buyers beware, solutions left to customers try to deal with the administrator, dispute the payment with the credit card. Expect loads of grief, lost time and frustration. I never wanted to get rid of the TV. I had been in the hunt for the new TV and I was pretty determined to stick with this TV. After dealing with Sony I only have regrets and strong the feeling of not buying Sony ever again.
