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Sony sells their Sony Extended Service Plans to a hidden aftermarket company named Service Net that is a nightmare to deal with.
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NEW YORK, NEW YORK -- Sony sells their Sony Extended Service Plans to a hidden aftermarket company named Service Net that is a nightmare to deal with.
I have had two Sony XBR 52-inch TVs fail after just owning them for twenty months and I have a so-called Sony Extended Service Plan on the Sony Bravia XBR KGL-52XBR9 52-inch 1080p LCD Flat Screen.

Sony Extended Service Plan is written on the front of my service plan in large letters.

I had my Sony Bravia XBR KGL-52XBR9 52-inch 1080p LCD Flat Screen fail just twenty months after receiving it.

I have paid Sony $350.78 for the Sony Extended Service plan because my Sony Bravia XBR KGL-52XBR4 52-inch 1080p LCD Flat Screen that I paid $3400.00 for failed within twenty months.

In addition, I had to spend over a month going through hoops getting it replaced even though Sony knew that it had a bad panel and would fail when I purchased it.

In trying to get the latest failed Sony XBR replaced I find out that the so-called Sony Extended Service Plan is not a Sony plan but one that Sony has sold to a very dishonest company named Service Net.

Service Net will not replace the Bravia XBR KGL-52XBR9 52-inch 1080p LCD Flat Screen with a XBR set in fact they told me that I had three choices.

1.Accept a lower quality set Sony KBL55HX729.

2. Accept a check for $1575.76 that I do not even know will clear the bank.

3.They would do nothing and I would lose everything.

Out of fear that I would lose everything including the $350.87 I paid for what was represented as a Sony Extended Service Plan I was forced to accept the lower quality replacement set.

After the nightmare dealing with Service Net I have been trying to get Sony to help.

I have written to Howard Stringer President of Sony, Nicole Seligman vice President Sony, and, Robert S. Wiesenthal Vice President Sony. They can be reached @ Sony USA 550 Madison Avenue New York NY 10022., the Colorado Insurance Commission, all of the local news stations in Denver Co. and numerous others.

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Venice09 on 01/20/2012:
Excellent review. Very informative and helpful.

Unfortunately, this is what happens with extended warranties and service plans. Not only are they expensive, but they rarely pay off. And even when they do, it takes so much time and aggravation on the part of the customer, that it's usually not worth it.

The failure of two expensive televisions in only 20 months says a lot about Sony's quality.
Need info on 01/20/2012:
There were some specs To the two TVs listed earlier. Can someone realist?
Venice09 on 01/21/2012:
This behavior seems inappropriate and is a good example of the downside of anonymous posting.
Venice09 on 01/21/2012:
Is this the television you are referring to, At Your Service?
Venice09 on 01/21/2012:
Two tries and the link doesn't work. It worked on another site. I wonder what the problem is here.

Perhaps At Your Service could provide links from Sony to the two models in question.
ok4now on 01/21/2012:
Sony was once the gold standard in TV's. If you want the best and are willing to pay for it buy Sony. Sadly this is not the case today. Yes they still make a good product but they're not worth the money. Samsung, LG and Panasonic make a great product for much less money. I have 2 Samsung HD TV's, 2 Samsung computer monitors and a Samsung Tablet. All products have worked flawlessly.

Considering what the OP has been through I would take the $1575 check and run like a thief. You were well compensated under the circumstances described. Now you learned a valuable lesson about Sony and Service Net. Don't make the same mistake twice.
Thank You on 01/21/2012:
Thank you for reporting the specifications. A vey big help.
certifier49 on 01/21/2012:
At Your Service, you might want to check your facts before you post them.

Here are the specs. For the Sony Bravia XBR KGL-52XBR9 52-inch 1080p LCD Flat Screen from Sony and as far as the 3-inch difference in size it appears to matter more to you than it does to me.
Product Features
•16:9 Full HD 1080p Resolution Panel (1920x1080)
•BRAVIA Engine 3 fully digital video processor
•Motionflow 240Hz
•Live Color Creation technology w/ WCG-CCFL backlight
•USB to view photo/music/video
Technical Details
•Brand Name: Sony
•Model: KDL-52XBR9
•Display Technology: LCD
•Display Size: 52 inches
•Image Aspect Ratio: 16:9
•52" screen (measured diagonally)
•widescreen 16:9 aspect ratio
•high-gloss black finish
•built-in digital (ATSC) and analog (NTSC) tuners for over-the-air TV broadcasts (antenna required)
•built-in QAM cable TV tuner receives unscrambled programs without a set-top box (cable service required)
•1920 x 1080 pixels
•selectable Motionflow™ 240Hz anti-blur technology for clearer motion
•3800:1 contrast ratio (100,000:1 dynamic)
•10-bit display panel & video processing for over a billion possible colors
•BRAVIA Engine 3™ digital video processing
•Advanced Contrast Enhancer (ACE) dynamic backlighting for better contrast and black levels
•wide-range fluorescent backlight for extended color range
•Deep Color and x.v.Color™ support
•Internet-capable with built-in BRAVIA Internet Widgets (broadband service required)
•capable of streaming video from Netflix, Amazon Video On Demand, YouTube and more (subscription required for Netflix service)
•capable of streaming photos, music and video from a compatible DLNA-enabled networked computer
•TV Guide® Interactive Program Guide
•built-in stereo speakers (10 watts x 2)
•illuminated multibrand remote control
•BRAVIA Sync™ simplifies control of compatible Sony components via the HDMI connection (HDMI-CEC)
•Energy Star® 3.0 compliant — see our article on TV power consumption for more info about this and other testing standards
•picture settings memory for each video input
Connections and Dimensions:
•7 A/V inputs (see More Photos for location):
o1 composite video
o1 S-video
o2 component video
o4 HDMI v1.3 (1 rear, 3 side) — accepts signals up to 1080p (60Hz, 24Hz)
•side PC input: analog RGB (D-Sub 15-pin)
•RF input for antenna/cable signals
•optical digital audio output for Dolby® Digital
•Ethernet port
•USB port for digital photo/video/MP3 playback with Sony cameras and flash memory drives
•detachable stand (stand "footprint" is 20-1/8"W x 14"D)
•wall-mountable (bracket not included)
•49"W x 29-1/4"H x 3-1/2"D (32-3/8"H x 14"D on stand)
•weight: 65.9 lbs. with stand; 57.1 lbs. without stand
•warranty: 1 year parts & labor — in-home service

Anonymous on 01/21/2012:
Thank you for your post, certifier.
Venice09 on 01/21/2012:
Thanks for the info, certifier49. I hope you keep checking your review for comments.
certifier49 on 01/22/2012:
I paid Sony $350.87 for what was represented as a Sony Extended Service Plan. Check this website and see for yourself

This is the second expensive top of the line Sony product that failed after being in my house for only twenty months.

The first was a Sony BRAVIA XBR KDL-52XBR4 52-inch 1080p LCD Flat Panel flagship XBR series HDTV
The last Sony that failed is the Sony BRAVIA XBR KDL-52XBR9 52-inch 1080p LCD Flat Panel HDTV flagship XBR series HDTV.

You can contact Sony at or Shop Sony by Phone: 1-877-865-7669 ask about the difference between the Sony XBR series and the HX Series and they will tell you that there is a difference in quality between the two series.

We need to remember that I would not be dealing with this if the two top of the line sets that I had not failed in twenty short months because they had a bad panel when they came from Sony.

We are not talking about a product that is an old low-end unit we are talking about a product that was sold as the top of the line XBR series product twenty months ago, that has failed in only twenty months because Sony sold it with the knowledge that it had a bad panel.

As far as my negative dealings with Service Net are concerned read this and judge for yourself.

The thing that really stands out about Service Net is how rude and uncooperative their so-called service rep. Ashley Crenshaw and a man that claimed to be a supervisor named Ray Keeler, and another supervisor Darienne Arcuri at Service Net are to deal with.
When I was scolded by Ashley Crenshaw because I was concerned about my claim and she was not getting back to me in a reasonable time and asked to speak to a supervisor I was put on hold for about fifteen minutes and a so-called supervisor named Ray Keeler finally got on the phone. I was trying to talk to him and it was very apparent that he was not even listening I asked for his supervisor and he stated that his supervisor was out of the building and would get back to me in three or four days.

A few days later I was contacted by another supervisor Darienne Arcuri and told that I
had three choices to get this matter resolved. 1.Accept a lower quality set Sony KBL55HX729.

2. Accept a check for $1575.76 that I do not even know will clear the bank.

3.They would do nothing and I would lose everythingincluding the $350.87 that Ihad paid for what I was led to believe was a Sony Extended Service Plan.

Out of fear that I would lose everything including the $350.87 I paid for what was represented as a Sony Extended Service Plan I felt forced to accept the lower quality replacement set.

I don’t know if their check would have cleared or not but after checking with the Better Business in Louisville, Ky where Service Net is located and finding out that they have had 355 complaints filed against them in three short years I did not want to take the chance that the check would clear.

The one good that has happened as a result of my ordeal with Service Net is that according to the customer service reps at Sony that were assigned to look at my case by.

Nicole Seligman. Executive Vice President, General Counsel, Sony Corporation
Corporate Executive Officer, Sony Corporation
Executive Vice President, General Counsel, Sony Corporation of America 550 Madison Avenue New York NT 10022

Is that I have been told that Sony not will be using Service Net for Sony service and replacement work within a few months.

I was told that this change has already been approved by the executives at Sony because of the large number of complaints that Sony has received from Sony customers that have had to deal with Service Net.

Venice09 on 01/22/2012:
Certifier, this is a valid complaint and don't let anyone convince you it isn't. If one of the reasons for writing it was to warn other consumers about Sony's quality and warranties, you have succeeded.

Thanks for posting the review and all the additional explanations. I'm sorry if you've been made to feel that your complaint is frivolous and ill-founded. I found it very helpful.
jktshff1 on 01/22/2012:
+100 V09
certifier49 on 01/23/2012:
This is my last post on this issue.

In the first place, I did not post this complaint in order to start the pissing contest that it has become.

If people that have read the complaint fail to see the real point of the complaint, I cannot do anything to change their minds and I would not even try.

The reason that I posted the complaint was to make people aware of these things.

I. Sony sold and is still selling expensive large screen TVs that they know have a defective panel that cannot be repaired.

2. It is never disclosed when the customer purchases the Extended Service Plan from Sony that the so-called Sony Extended Service Plan is sold to a company named Service Net that has had 355 complaints filed against them in the last 3 years at their local BBB, and is a nightmare to deal with.

3. I do not know if the check that was offered as an option would clear the bank or not. Even if it would clear, the bank the issue is not the check that so many people seem to focus on that is important.

4. It is that I have had two high end Sony flat panel TVs that had a combined retail price of over $5400.00 fail in a very short time and the negative way that Service Net deals with Sony customers when they fail.

5. I do not care about inches or specs as much as some of you seem to I care about a company treating their customers the same when the customer has a problem as when they are taking the customers money.

Anonymous on 01/23/2012:
Reason #217,689 why I don't buy warranties. If I don't trust the product I'm buying, then I wouldn't have selected it in the first place. I paid around $600-700 for a 46" Vizio, and have had no problems to date. That's nearly 5x less than the aforementioned Sony. It just goes to show that just because something costs more, doesn't necessarily make it better quality.
lexophiliac on 01/23/2012:
certifier49, you were clearly far outnumbered but still dared make a stand. I love you. You're the type of person I'd like to have my back.
sara on 06/08/2013:
display broke on $3 g Sony vaio z, top of the line. had a line running through the middle otherwise display in perfect shape, a HDMI sent in to "Sony extended warranty" which turned out to be BESTBUY!!!!!!!!!!! they took one month to return computer with non-HDMI display. I sent it back. after another month, they returned it to me with a scratched up display, at least HDMI. almost funny.
in the meantime I'd bought a new vaio which , within days, had a bright yellow screen. returned it. got another. took a few days for the paint on the front to start peeling off. never saw anything like it. the ear phones couldn't be used. and the display kept getting dark. returned it. got another. this one appears to be okay. is a bright, responsive computer in fact. maybe I hit pot luck.
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Bad Customer service and LCD screen that can break by just opening the laptop. Never Buy a Sony Vaio
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We purchased a Sony Vaio through an online Purchase during the last week of November 2009. In Feb 2010 (less than 90 days from purchase),we opened the laptop and switched it on, only to find the screen with many black streaks all over. We called the Sony Services and they created a request. After a week We did not hear back from them and so called to follow up, only to learn that they had accidentally shipped the part to a wrong address!! ( I wonder how they figured out which part was having issue with the description, I gave over the phone though). They cancelled this request and mentioned that they are creating another request for the same. When we did not get any response, we called back at least 3 -4 times after the next 2-3 days and each time we called someone from the support would say either that we would be getting a call from support or that the technician would be coming out to our house to get the laptop repaired within the next couple of days. This dragged on for 4 - 5 weeks and finally there was one person at the service center who mentioned that the part was backordered and hence the delay!!
When we talked to the Customer relationship manager about the same, he told us to ship the laptop out to the San Diego service center. After we sent it out to San Diego, we got a email response from the techinican out there that the LCD screen was cracked and that we would need to pay $500 to fix it. When I called in to find out details, I was told that it might cause $550 or more and they would not cover this as it was a physical damage.
I never knew that one can break the LCD screen by just opening or closing the laptop aned have not had this kind of an issue with any of my other brands of computers that I owned in the past!!!! The service technicaian have to say that the laptop was opened with too much pressure. This is just crazy!!
I assume this is how they make money through repairs.

I would not recommend a Sony laptop to anyone
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MDSasquatch on 03/26/2010:
Not blaming anyone here, but experience like this are the exact reason I chose COSTCO when I purchased a netbook last week. The purchase can standard with a 30-day return, 2 year warranty and US-based tech support.

Amna on 06/24/2011:
I agree! A worst customer service ever.
sony vaio user on 06/03/2013:
bad experiences with my Sony vaio vgn-sr13gn broken lcd just in 2 year use.
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LCD - Poor Quality
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Six weeks ago I purchased a new Sony VGNNW270F laptop. One week ago, the laptop was sitting on the table and my husband moved it 6 inches. He admits to having had his thumb on the screen. Within an hour the screen went "Mondrian-like". We scoured the computer to find out what was wrong but could find no visible problem. We called Sony and sent it back, confident that they would stand behind their product. Unfortunately, that was not the case. According to Sony the screen was cracked internally and was not covered under warranty and would cost $500 to fix.

My husband is an IT professional and has handled hundreds if not thousands of laptops, he has never seen an LCD break this easily. He spent quite a bit of time on the phone with Sony explaining that it had to be defective or clearly too fragile for a laptop. They would not budge. That is their prerogative. I have since experimented with other laptops and have carried them around the house by the lid with my thumb on the screen. I am finding it impossible to break them in that fashion and would likely have to drop it or bang it against a wall to break it. Clearly the Sony LCD is much too fragile for laptop use. One buys a laptop because it is portable and to be portable requires a certain level of durability - the Sony Vaio does not pass muster.

I'm not sure if a $1000 piece of equipment lasting 5 weeks is a record, but it certainly is for my bank account. I will never buy another piece of Sony equipment of any kind after this experience. This was a new model and I've now noticed a few similar complaints and expect there will be more.

They told us they would ship it back; we told them to save the postage and throw it in the garbage.

Their advertising tag line is make. believe - I now understand it because I now have to "make believe" I have a computer or "make believe" I can afford to shell out another $1000 for a laptop - albeit NOT a Sony.
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Anonymous on 02/11/2010:
You might look into replacing the screen yourself. Once you get the part, which generally costs around $80, there isn't very much involved with taking the old one out and outting the new one in.
PepperElf on 02/11/2010:
good point ken

after all the husband IS an IT professional.

personally though I don't usually move a computer by poking the screen
I just gently poked my own screen and I can see how pushing a computer 6 inches by poking a finger at a screen could crack it.

didn't even try one inch on mine.
makebelieve on 02/12/2010:
Thanks Ken. While I was busy being angry my husband did order a new screen to install himself.

PepperElf: I wouldn't call it poking the screen; I have an LCD in front of me right now which I just grabbed by both sides (with thumbs on the screen) and moved it back and forth no problem, just like he did.
ECHO64 on 03/20/2010:
When my HP screen cracked, I got a new one off of eBay and installed it myself. Just try to find the service manual for your laptop (online probably) and it is pretty simple to install.
PurpleZ on 03/22/2010:
Makebelieve - how long did it take for Sony to send back the laptop? I am having a hard time getting them to do that. I have called them 3 times, and each time we start at square 1. By the way, they told me my cracked screen would cost $700 to fix! Inflation you know ;)
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Sony sold me an expensive Defective TV!
Posted by on
Rating: 1/51
NEW YORK, NEW YORK -- I bought this TV from Sony on Aug 16th, 2006. It was guaranteed to have clear, crisp colors for 10 plus years. During the first 5 years, I had to have the lamp replaced twice and the optical block replaced because of a blue blob that developed. The picture became increasingly dark to the point where you can't see the TV in the Daytime, I replaced the lamp again and it did not help. The TV is a little yellow, hazy, and unclear.
Sony realizes that there are problems with theat model, and have offered discounted, replacement sets to many people. I contacred Sony, but they will not agree to offer me a replacement set. They want to make me pay 150.00 dollars for an evaluation, without even a promise of a replacement set after I do that. Sony sold me a defective TV from the start and I feel I've paid enough out of pocket expenses and that Sony should step up and do the right thing. I paid $2,000.00 for the set and service plan and it has been a lemon almost from the start! Sony stopped answereing my e-mails and is ignoring me now. Please help
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ok4now on 07/23/2012:
This is old technology and I wouldn't spend any more money trying to fix it. Do yourself a favor and go buy a new flat screen. The prices have really dropped making it cheaper to buy a new one rather than fix the old one. The new Samsung's have a stunning picture and great reliability. I just purchased my 3rd one, a 55 inch LED Smart TV with a 3D picture. WOW is all I can say, the picture quality is jaw dropping. For the best price shop Amazon or Costco.
KevinTX on 07/23/2012:
Yep, welcome to the world of Sony. I personally quite buying Sony due to instances EXACTLY like this. I even switched from Playstation to XBox to tack it on! :)
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Bad LCD Panel after 2 years
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Like many of you, after two years you will notice this TV start to display screen issues, where there are horizontal lines and goes away after 15 minutes to 30 mins. Called Sony, they will not stand behind the 100's of complaints they had on this issue regarding a LCD Panel.

They will try to give you a discount in buying a new one. This is a joke. Sony used to be top of the line, but no more. Samsung is now leading the pack with quality TVs.

I will never be buying another Sony product and hope a class action lawsuit is files against Sony for a flaw in their design that they will not stand behind. Read the 100s of other complaints in Consumer Affairs against this TV.
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trmn8r on 12/20/2011:
Samsung has has its own problems that has not covered, for example the "power supply capacitor" issue that affected thousands upon thousands of customers. The cost of that repair was far less than a 52"LCD panel, but nonetheless it is an example of where they failed to do the right thing.
At Your Service on 12/21/2011:
I have a couple of Sony televisions and absolutely love them! Highly recommended! That XBR series is really nice. I've looked through their owners' manual and can't find anyplace they even infer anything longer than a one year warranty, limited at that. Hopefully, when purchasing the unit, you purchased it through a great retailer who offered a good extended service guarantee. As such, the cost of getting the issue will be fully covered. If not, the closest thing that will come close to the quality of the XBR is Sony's KDL55NX720. Costs are around $1800. If they offer this to you at a better price, I'd grab it!

I've always thought it ridiculous, IMHO, to suggest, "I'd been better off buying the competitor's product." As trmn8r has stated, any of them can break.
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LCD screen damaged
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This complaint is similar to many others I have seen on Sony Vaio laptops. Within three months of purchase the laptop screen began to show a large black void in the upper top left corner of the LCD screen. Sent laptop back to Sony Repair in San Diego and they did confirm the LCD screen was damaged, but did blamed on the owner (me) at which time I told them it had been sitting on a desk and had not been impacted or dropped or pressured in any way to have caused this to happen. Sony did not care when it happened, would not honor their 1 year manufacturers warranty and wanted $550 to replace the screen.

I refused to pay and they sent my laptop back to me un-repaired. I will never buy another Sony product and will never recommend Sony to anyone!!!

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LCD and Hard Drive crashed
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I am very dissatisfied about the Sony Laptop and the service providers.

I bought a new laptop 3 months ago and one fine day, the laptop screen got crashed. I don't see any reason for this as it is only used by me. I called the Service Centre and they aske dme to try external monitor so that I can save my data.

I visited the local service station and they checked with external monitor. To my shock, the hard drive also crashed. HOW???

And now they need $450 to repair it. Please help.
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leet60 on 01/14/2011:
More information would be helpful. If the unit was purchased 3 months ago it should still be under warranty. Normally you will not see a charge for warranty related repairs unless they have determined that there is user damage as the cause.

I am not certain about your LCD, without more information, but if the hard drive is the issue, you can purchase a replacement for MUCH less than the quoted repair price and then purchase recovery CD's from Sony for a reasonable amount.

Good luck
trmn8r on 01/14/2011:
It sounds like they believe the LCD was damaged through abuse, because normally a hard drive would be covered under warranty. That is all I can figure without more information.
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Don't buy from Sony
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NEW JERSEY -- In May of 2003 I received as an expensive gift a 17 inch flat panel computer monitor. It cost $550 and in addition a three-year extended warranty was purchased from Best Buy for another $120.

Two weeks ago the monitor suddenly without warning burned out. I called Sony explained that this was a gift. They checked out my home phone number and said, "good news" you registered it with us. They then said they were sending me out a new replacement immediately.

Seven days later I get an email from an unknown sender at Sony which I was unable to reply to advising that without a receipt they couldn't send me a replacement. I called Sony and they put me through the wringer. The person I had spoken to originally David was no longer available. Louie said my monitor was not registered. Don then admitted it was but without a receipt I was out of luck. I ended my conversation with some choice words.

I then went back to Best Buy with my extended warranty. As soon as they punched in the model number the technician said that it was a known DEFECTIVE model and to pick out any new monitor I wanted. He said that Sony was known for its total misuse of customers and that they should have been ashamed of themselves.

In any event, I selected a top rated NEC monitor as a replacement. If you are even thinking of buying a Sony product - don't!

Way to go Sony as I hope you love the free press.
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miketech on 01/31/2006:
I personally have never had any luck with Sony products lasting. I do have a couple of Trinitron monitors that won't die but other than that every Sony product I have ever bought has been junk.
Peachesandolivia on 02/18/2006:
I found this review while searching for another Sony HS73/H. I bought my first one more than two years ago from UBID and it was refurbished. It is working perfectly and I want to have two of them side by side for my Photoshop applications. I have been extremely pleased with anything I buy from Sony.
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