Sony Electronics Inc TV

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Disappointed with Sony Product and their offer to help
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NEW YORK, NEW YORK -- I purchased a television on 7/30/08 and on Sunday, November 8, 2009 I was no longer able to view my television. The screen is barely visible and ¾ of the screen is covered with a white film. I have been and continue to be a big supporter of Sony product because of the quality and reputation. I purchased my television at approximately $800.00 over a year ago and would not have expected a Sony brand product to mal-function the way it has and for Sony to turn their back on a loyal customer and someone that made a purchase in good-faith.
The authorized Sony repair person after evaluating the model mentioned that the problem was the LCD panel and that to replace it would be more costly than the product itself. After checking on the cost to replace he was informed that the part was no longer available. Sony is refusing to replace the product because it is 2 months past the one year warranty, even though the part to fix is no longer available.
     
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Anonymous on 2009-11-13:
Unfortunately, it is past its warranty period.
andbran on 2009-11-13:
with any warranty,onced its expired that's it.
Anonymous on 2009-11-13:
Sorry. It does not matter if it is 1 day past the warranty or 1 year. The warranty is expired. THAT is why I ALWAYS buy the extended warranty.

I bought a computer in June, 3 days BEFORE the start of the free Windows 7 upgrade special. I did not bother calling them to ask if I could be an exception because I KNOW I am not the exception. Sometimes you have to accept responsibility. When you buy electronics you are 99% of the time offered an extended warranty. When you decline, you ACCEPT the risk.
SONY Hell on 2009-12-22:
I have the exact same problem! The bottom line is SONY doesn't back up anything they say and customer service is not in their vocabulary!!
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Horrible Customer Service from Sony
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This one was heartbreaking, as I have been a loyal Sony customer for years. But now they've lost me as a customer.

I bought a Sony HDTV through their website, ordering on 11/29/04 and receiving the unit on 12/8/04. On 12/31/04, the unit did not start up properly. Through a phone call to customer support, we were able to fix the problem by unplugging the unit, waiting a minute, then replugging. The 'reset' function on the remote did not work. The customer service rep stated that if this problem persisted, I should call back and we could work out a return or a repair.

The problem repeated itself a couple times in the subsequent week. On 1/5/05, I called and Sony said that I could try to get the unit repaired. On 1/6/05, I called a local repair shop and was told that, due to the nature of the repair, they would have to take the unit to their shop and hold it for approximately 2-4 weeks.

Given this amount of time, I called Sony back and pursued exchanging the defective unit for a new one. Sony responded that their policy (which IS published on their web site) is that they'll accept returns up to 30 days after they ship the product, which for me was 22 days after receiving the product. Since my unit started failing on Day 23, I pleaded my case, and was finally granted the option to return the unit, receive a full credit, have Sony handle the return shipping expense, and then pursue a replacement unit on my own.

After going back to work for a few minutes, I called back to arrange this. Unfortunately, I did not reach the same person who I spoke within the morning. Instead, I spoke with a man (last name: Brian/Brien?) and had to start from square one...explaining the nature of the problem, stating my order number, etc. The first response from this representative was "Why did you wait so long to call for service?" I explained the problem first showed up on 12/31 and that I called on 12/31. He hemmed and hawed, and finally came back with a return number that *I* could used to call a shipping service and arrange for the return myself. I stated that an agent told me earlier that Sony would handle this. He said that was wrong, they would not do this. So I asked for a manager.

Now it gets real good. The agent tells me there are no supervisors. (I'd like to work there :)). I told him that, earlier this same day, I was elevated to a supervisor on a call with a different agent. He said that did not happen. It did. I told him so. He continually refused to elevate my call to a supervisor, including, at one point, *pretending* to see if he could locate a supervisor, then coming back on the phone and sarcastically saying that there were no supervisors on site this day. I was enraged, he told me that he didn't want to be talked to like that, and I ended the call.

I called back to the SAME number immediately and got a different agent (of course, after another 10 minute wait up front). This agent told me that the determining date was Sony's ship date (11/30) and that I could not return the product. I told him that I had already arranged for that earlier and wanted to follow through on that. I even offered to give him my case reference number, but he *refused* to accept it. His response was more civil than the previous reps', but he still claimed that I would have to pay for the return shipping myself.

After some time to vent, I called back again, and asked to get passed along to a supervisor. Wouldn't you know it...they DO have supervisors at Sony Customer Service. Jamal took my call and explained that I had earlier spoken with someone at Sony Style customer service. Apparently, I landed somewhere else in the morning, when the rep told me Sony would arrange the return. Jamal tried to pass me through to the other customer service line, but the call got disconnected in the process.

I called right back...this call never got through to a rep before it got disconnected.

FINALLY, I called back, waited another 10 minutes up front, and got a hold of a rep named Chuck, who put me on hold, probably went to speak with someone who knew what they were doing, and fulfilled the promise I had received four hours earlier. Sony will accept the return and will pay for the transportation.

To recap, a unit that I had for 23 days failed, and has failed repeatedly in the six days that have followed. I received different answers from different people upon dialing the SAME customer support toll-free number at different points during the day. Two agents refused to accept the case number that had been established on my first call on 12/31. The lowlight of the experience was when my integrity was questioned, and when I received a sarcastic response from the rep who allegedly tried to reach a supervisor, only to have none available.

I'm loyal...it takes a lot to turn me off from a company. This experience, however, went WAY beyond what it will take to turn me away from Sony. When the time comes to replace my DVD player, VCR, Surround Sound system, speakers, and my second TV in the house, the Sony models that are in place now will be removed, and competitive models will take their place.
     
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rojerdojer on 2008-02-05:
Oh I feel your pain!!! I really do, read my review, and it is far worse than yours...I am a tough person and beat it until they fixed it, and Sears was the answer, never mess with Sony repair or service again, call Sears!!! Click on my name and then click on my review. You will see I went through over 48 phone calls and over a month to get this things repaired.
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Poor Quality LCD TV
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Purchased this 46" LCD TV from my local Sam's Club in Nov. 2007 and paid right at $1800 for the TV. About 8 months ago I started having problems with the screen having an overlapping effect when the TV was turned on. I called Customer Relations and they had me go through a series of steps to see if it would fix the problem which it did not. The advised me to take it in and have it looked at. Problem is, the closest authorized repair shop is 50 miles away so I put up with the poor image until 2 weeks ago I couldn't take it anymore. I called Customer Relations again and they once again offered little help. Said for me to take it in so I did. I drove over 100 miles round trip and then waited 5 days to find that my LCD panel was bad as well as the FB1 board needed to be replaced. Total cost $1868.77. I called Sony and since the warranty was only for 1.5 years and my TV was 2.5 years old, they would not pay for the parts. BUT they did offer to sell me a new TV for a reduced price of $925 for the KDL46EX700 (this TV at Sam's is $1297.00) or $1100 for the KDL46NX700. I find this absolutely ridiculous that Sony will NOT do more to stand behind their product; a very EXPENSIVE product. Then to insult me with an offer to sell me a new TV for a reduced price (a savings of $372...what a JOKE). I expect a TV to last about 7 years. If I paid $1800 for this TV 2.5 years ago then I only received about $642 worth of viewing enjoyment out of it which means I'm out about $1158 from my purchase price. I am VERY disappointed and dissatisfied with Sony and at this point will NEVER buy another Sony product again.
     
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Pro or con
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EXC/40 from what I saw in the picture. Pros or Cons anyone?
     
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Alain on 2011-03-12:
Most of the reviews I saw were positive, but all I did was search Sony EX/40 for results.
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Defective Sony LCD TV
Posted by on

From link: infoforbetterbuys. blogspot.com

Sony KDL46V3000 has a design flaw?

I believe there is a design flaw with this TV. The manual controls for the TV are located on the top center preventing proper heat ventilation for the LCD panel and tcon pcb circuit board directly under it. This is the likely cause of a heat related LCD failure.

Sony LCD TVs are essentially Samsung or Sharp LCD TVs

Did you folks know that Sony LCD TVs are actually made with either Sharp or Samsung LCD panels. I found this out when my Sony KDL46V3000 LCD TV panel failed at 18 months and out of warranty. I checked to see if just replacing the TCON pcb at about $49, would fix the single vertical red line problem in the middle of my display. I noted the part number for both the TCON pcb and the LCD panel was a Samsung part number. It turns out they must be replaced together, and the LCD panel costs more than the TV is worth.

I paid a premium for the Sony brand name believing it to be more durable than Samsung or Sharp. Therefore it would seem that the smarter purchase for this Joe consumer would have been to buy the Samsung or Sharp and use the Sony premium difference to pay for the extended warranty. It turns out there is a pretty high failure rate in LCD panels, and they are not repairable.

http://www.shopjimmy.com/Samsung-lj94-01837h-t-con-board.htm
http://answers/. yahoo.com/question/index?qid=20100528202127AA5hSbn

     
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trmn8r on 2010-11-30:
I have done some, but not exhaustive research on LCD tvs. I haven't come across anything that indicated Sony is superior. I was aware that manufacturers share LCD panels. And evidently a circuit board is shared also in your tv, as perhaps it is cheaper to buy than make themselves.

I have a Sony CRT tv I bought around 2004. I bought it partially due to Sony's reputation with CRT tvs. It has lived up to its name. These LCD tvs scare me, because of failures like yours experienced. The only good news is the prices are falling substantially. It may be cost effective for you to just buy new. Another brand, of course.
usa1967 on 2013-04-29:
My Sony KDLV3000 failed after 5 yrs. It powers off and the red light blinks 6 times. My Toshiba bought at the same time and is used MORE is still working just fine. I am going to stay away from Sony from now on.
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Bad experience
Posted by on
It is amazing to me that a company like Sony, who used to be the standard of excellence, has gotten so low in quality that is going to end up out of the market.
I spent over 7 thousand dollars for a TV set five years ago. Meaning that is no up date and does not have the latest technological advances. The machine broke and the quoted repair is $4,5000.00 Of course is out of warranty.

But this is my notification that from this day on I will not buy nor recommend anything produced by this company. It is time for us the consumers to take charge. Don't buy Sony products.
     
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Helpful on 2010-06-26:
I know how frustrating it must be when a product doesn't last as long as one may expect. If I may suggest, your complaint has some sentences in it that make it a little hard to read. Ultimately, you haven't listed the exact model number or type of television, so it is left up to the reader to interpret.

Five years ago Sony was much more in the rear projection sets. I'm going to assume this is what you may have. Even the larger screens didn't cost $7,000 alone. My thinking is that you've probably purchased some extra electronics to come up with this price, like a surround sound system, etc.

The first thing to do is verify that the product is absolutely not under any form of warranty. Sony's warranty would have typically run out by now, but you may want to check with your retailer about any extended warranty you may have purchased at the time. I, personally, would have considered it the more expensive the purchase and with the higher price tag, you may have added the cost of that on. It's always worth a call just to verify.

Assuming it is absolutely out of all forms of extended warranty doesn't make Sony a bad product. And it doesn't mean they're not a leader within the industry. The fact is that they are and really make some great products. But like any brand name, some products just go out. You haven't specified the problem you've had, so again, it leave the reader up to speculation.

If you have a rear projection set and want to stay with the technology, based upon screen size -- achieving anything over 65 inches on the diagonal -- you'll want to consider replacing the set with a Mitsubishi. They're the only ones in the market that produce rear projection still. On the other hand, if you're going to replace the set with a flat panel design, you've got some choices ahead of you. The current technologies include LCD, LED and plasma. All three have their place within the industry and not one has all the benefits. I can detail the differences if you need me to, but for now I'll just give you some brands to look at. If you'd like a no-frills TV with still excellent quality; generally at the lower price, consider Toshiba. They make some good LCD televisions and even reasonable entry level LEDs. I still love Sony and would never rule them out, even though you've had a negative experience. If you want a step up from the Toshiba line, Sony is it. Panasonic makes some LCDs, but I wouldn't consider them for this technology. They're far from the best. But I would consider them for a plasma television. Back in the day, Pioneer was one of the best plasmas on the market, but also very expensive. They got out of the business and Panasonic purchased a lot of their technologies. In my opinion, they're now one of the leaders in plasma. Finally, I'd suggest looking at Sharp's new quad-pixel sets. Simply stated, I would rate these the best flat panel sets on the market today. You'll pay a little more for them, but they have a great picture. You'll find their sizes in 46, 52 and 60 inch on the diagonal.

One other thing I would suggest is investing in a line conditioner. If you are like most people, you'll not know what that is. The device generally looks like a surge protector. It can set on the floor or in a rack with other devices like Blu-ray player and digital boxes. A good one will start out at about $80. Electricity runs to your electronics continually. Depending on the area you're in, this electrical flow can be extremely "noisy". The static nature of the electricity can cause a premature death to the electronics. Many people only invest in a "surge protector" or strip and think that enough. These strips do little to nothing for the system. It's worth a little more investment to protect the electronics over it's lifespan. Also, when making this new purchase, shop around based upon what retailers offer in extended warranties. These warranties don't have to be pricey. I prefer purchasing from a very reputable retailer that handles their own warranties. Some sell off a third party warranty and then will have nothing to do with it when you need the service. This is something I tend to stay away from.

Seriously, best of luck and let us know what you due to replace the unit.
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Sony Is Not Quality!
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DANVILLE, KENTUCKY -- We purchased A Sony Wega TV for 2600.00 in 06 (LCD) with a 3 year warranty service from Sears. terrible picture quality, many repairs, 2 LAMPS bulb, light engine, AUDIO. MY ADVICE.... buy cheap, Sony does not stand behind their product, Sears will come out and fix, and fix and fix but will not replace.

Lesson to past on: if your TV has any problems call and get tech out to see about problem don't live with it It takes 4 replace calls before they will replace any product. even if they spend more on parts.

Don't buy Sony! Don't buy from Sears.
     
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Sony Warranty Problem
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We received this LCD Television as an anniversary gift from our son and during the set-up of the television my husband tapped the screen. Now there is a “spider” on the screen and it does not work.

I called Sony and had the referred repair company (Killarney TV Centre) visit my home to view the television. The repair man said the screen is broken and the cost of repair is greater than the purchase price.

I am very disappointed in the quality of this particular television that it cannot accept a simple “tap” and it is destroyed. We have five televisions in our home and have never had a problem like this.

The customer service representative suggested Sony would consider some form of reimbursement based on the circumstances. I am forwarding a copy of the sales order (The Brick) and the work order (Killarney TV) for your information. The price of the television was a special at the time and it is now available for $1,600 (on sale) in the Edmonton area.

Thank you for your attention to this matter.

Following this their representative offered us a new television for $1200 while we paid $1100. What a deal!!! The television never even worked and this is the best they can offer!!!
     
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Anonymous on 2008-11-19:
LCD screens are delicate. Nevertheless the screen had to have been hit a bit harder than a simple tap. Even though the damage was accidental I feel Sony has no responsibility to make repairs for free. Contact your insurance company to see if you have coverage for such damage.
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Sony LCD TV
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RIDGE, NEW YORK -- Sony TV's cost a lot of money and when they fail they cost even more. We purchased a Sony 55" LCD TV for $2200.00+ extras, and 2 yrs later the B Block is bad. 800.00 to 1000.00 more to repair the problem, I must be mad, of coarse I'm mad it 1000.00 that I need for other things. And Sony well they follow protocol and stick to what the book reads, deny costly repairs, customers will go away and in a few yrs. they will by Sony again. Well sorry Sony no more, and others will know that money is better in our pockets then in your corporate accounts. I will shop smarter and research items before purchase I will post my finds so others won't do the same mistakes, and I guarantee the loss will be on your end.

A consumer who just lost $2800.00 on one purchase for not listening to others. It looked good!!!!!
     
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Anonymous on 2008-09-10:
Sure are a lot of these Sony LCD TV complaints lateley. Guess the reports about the 400,000 Sony LCD TV's shipped over the last couple of years having problems are true. Looks like Sony LCD TV's should be avoided till they get a handle on their problems.

Good review and thank for the info.
Anonymous on 2008-09-10:
Sad news to hear of your problem. I'm assuming you didn't buy the extended warranty? Expect to hear about product failures on a consumer complaint site.
kingdaniell on 2008-12-03:
you need to look up class actions against Sony. on their site they had to post the settlement terms of that case. the action was brought due to similar problems that you have with your set. the names of the lawyers are posted. maybe you should contact the one nearest to you and start a class action of your own. FYI: Sony had to pay the lawyers $1.6 mil and they may want another pay day.
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Can't get a broken TV fixed!
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MISSOURI -- I Sony 46" LCD TV broke after 3 months of purchasing the unit. The TV wants to power cycle every 15-20 seconds. I contacted Sony Customer no-service. They informed me that I have to have the TV repaired by an authorized repair center and they gave me some phone numbers to call and set up an appointment. None of the authorized repair centers make house calls past 5PM CST Mon-Fri. I work and can't take off to accommodate those hours. I called back customer service and they did not have any other options for me. They except you to take off work to fix their defective product.

I did not purchase this TV Mon-Fri 8AM-5PM, so why should I be required to get it repaired during those hours. The lady at customer service told me I could not speak to her supervisor and all I could do was to write a letter to the Executive Review Committee and then they would respond back to me within 48 hours. I'm not asking for a miracle, I just want a TV that works. I don't have any vacation time left this year due to a trip I have scheduled in November.

I would not recommend buying this or any other Sony product unless you have an unlimited amount of vacation time to repair their products when, not if, they break.
     
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Anonymous on 2008-09-08:
If this was one of the Sony Bravia sets Sony is aware of many problems they have with the TV. There are other posted problems with this TV also. You may want to do some research and see if Sony has any recalls out:

From DailyTech:

If you bought a Sony Bravia LCD or rear-projection screen TV within the past year, you may have a little bit of a problem on your hands. Roughly 400,000 of the TVs which were sold in North America, South America and Asia cannot be turned off or come of out standby mode once they pass 1,200 hours of use.
Anonymous on 2008-09-09:
Mine works great, no problems. Best looking LCD and I highly recommend it.
SCRooster on 2008-10-02:
I purchased another Sony Product recently, a KDL32 Bravia. Within 30 days, a line of pixels went-out about 2/3rds of the way up the screen - and within 48 hrs everything below that line had a distored white cloud over the picture.

I called Sony, did the whole "power reboot" thing as instructed, but to no avail. So they immediately offered my choice of either an onsite service/repair or a new replacement.

Three days later I received the "new" replacement - but it was not new. It was refurbished and it was/is a mess. A huge hunk has been knocked-out of the case/frame of the tv on the lower left part of the speaker, (and had been previously circled by someone to note the damage in silver paint of some sort). In addition, there are wear marks on the buttons, scratches on the screen and it hums like a trolling motor when it is powered-on. (Imagine a loud hummmmmmm whining while trying to watch your $800.00 TV ... and it never stops.)

I immediately called Sony about the used TV they sent to replace my brand new $800+ TV that I had owned for less than 30 days.

They told me tough luck. Basically told me to stick it where the sun doesn't shine and that since I didn't actually file the claim with the fax until the 32nd day after purchase, that they were not obligated to replace my TV with a new TV ... only a "refurbished" used model. And as far as appearance goes, or anything else goes, she asked me, "Does the TV we sent you work? Does it turn-on and have a picture?"

I answered, well, yes, but there is a scratch on the screen, it hums like a trolling motor and the case looks like it is ten years old and has been grinded with a sanding disc ..."

She cut me off and replied, "Then that is all we are obligated to do. I am sorry. You may write ..." and she gave me an Executive Review Committee address in Florida.

The bad thing is that this caused me to look at the reviews on the Internet and I was shocked to find all the complaints against what used to be the finest electronics manufacturer in the world in Sony. But I have discovered that these are now made in China, and things are no longer well with Sony quality - nor their customer service.

Unfortunately, I dropped over 5k cash with Best Buy on all Sony products on the same day including a 42" bravia, two DVDs, a Home Theater System, a Playstation for my son and the 32" bravia that promted all of this.

I will never ever purchase another Sony product again - and I was a lifelong customer having bought my first Japanese made Sony while stationed in Italy with the 509th Airborne Infantry Regiment in 1979.

I am very very disappointed. Sony is not what they used to be and they basically just took-me for a ride as far as I am concerned.

For anyone Googling Sony or the Bravia TVs, I highly recommend that you look elsewhere. Do not invest your hard earned money with a Sony product - you may regret it sooner than later based upon my experience and the experience of others which you will find doing a simple Google search.
kingdaniell on 2008-11-26:
to hell2pay:
I had a Sony rear projection TV for almost 19 years without a single service call. that is why I purchased another Sony. if your set has a two piece optical block you will eventually have a problem with your set. this is a design defect that allows dirt and dust to fall into the OB and causes problems with the CRTs. you have been lucky so far, hope your luck continues because Sony certainly will not help you when the set does have problems.
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