Has anyone else experienced dreadful after-sales service with their Bravia?

[thekent]

I purchased two Sony Bravia's from my local Curry's store, earlier this year. OneTV was the  37"W8510 and the other a 19" KDL19L400.

After experiencing problems with the 19" Bravia I learnt that it was not possible to go back to my local Curry's store or Sony Centre but had to go threw the Sony Authorised Repairer (which wasn't in my home town).  After weeks of being messed around by them and trying to resolve the issue with Sony I have come to the conclusion that brand loyalty does not pay:smileysad::smileyangry:.

The repairers have had the faulty television since 8th Oct 2010 but they claim to be unable to find a fault. The guys that came to collect the television on the 2nd occassion saw the fault for themselves and took it away with them :smileyconfused:.
I am told that the TV was not faulty and they may return it by the end of the week.

As this was a Sony TV I learnt that Currys could not get involved or exchange the product.  Had I have purchased another brand it would have been a different story :smileyangry:. Lesson learnt on my part.

Its very unnerving that you invest so heavily in a brand that you perceive to be excellent to learn that in fact their aftersales is disgraceful:smileyshocked:.

I have everything crossed that my Sony Vaio, 2 Sony Digital Cameras and 37" Bravia do not have any problems.

Has anyone else had any similar problems?

[makelly6455]

Yes the aftersales technical help is close to useless, the person on the end of the phone is helpful but my mothers Tv developed a white dot, The repairman could not see any impact damage but the tech chaps at Sony HQ decided it was via a photo. I was not impressed as none of us including the repairman could see any signs of impact. Hope it was a Sony camera they used for the photo, This is the last sony product I will buy. Roll on the death of my PSP, Playstation, Laptop etc.

[Addojo36]

Hello,

              I'm sorry to hear about your problem, but find it very strange to hear that Curry's could not get involved or exchange the product because it was Sony.

When you purchased the product, it was purchased through them, so should be covered by the sales of goods act.

If Sony and Curry's have a special contract, that is thier problem your first port of call is the retailer.

It would be interesting to see how many other pople have this problem.

[StartTheCar · Accepted solution]

Hi Makelly6455  Welcome to the Sony Forum, sorry to see your first post has been prompted by  a problem.  I believe we have also found a post by you on Facebook.  We will be contacting you directly via its mail service but I just wanted to let you know; in case you thought we had missed this post.

[thekent]

This is the appalling treatment I have received from Sony:

The 19” TV had a broken on/off switch.

On 8^th October the Sony Authorised Repairer from Coventry collected the TV for a repair.

The TV was returned on 11^th October with a screen covered in grime and when I switched it on there was a distinct humming noise:smileydevil:.

I phoned the repairers back and they denied all knowledge but offered to get someone out to me on 15^th October.
In the meantime I couldn’t use the TV because of the buzzing noise:smileycry:.

Two guys arrived on the 15^th. They switched on the TV and tried to change channels. When they did the TV just blew & the screen went a strange colour. It died there and then.
They said they would need to take it back again for repair.

I was then advised by telephone that there wasn’t a fault with it :smileyconfused:???
But they kept the TV for “testing”?:smileyconfused:

This morning the TV was finally returned to me.
Switched it on and the humming/buzzing was still apparent.

I phoned the repairers who have said they will not return until 8^th November :smileyangry:.
I then telephoned Sony. The guy I spoke to tried phoning other Authorised Repairers and then came back to me to say that they all had their answerphones on?
I phoned Currys. Their advice was to wait until 8^th November.  Previously that had advised that if my TV was faulty for 28days + then my statutory rights would kick in. 
I phoned Sony back and was advised that they could get a repairer out to me from Birmingham (miles away) but would have to pay for their visit:smileycry:???

To put this ridiculous situation into perspective; I am a housebound, disabled person that spends a lot of time bedbound (cos I have an electric bed). I purchased 2 Sony TV’s to try and bring some comfort to me at home. After 6 major brain ops to remove a tumour I am unable to use a TV that buzzes as its sets off severe tinnitus and that doesn’t help with signals to my brain.

Moral of this pathetic story = Do not purchase Sony products. Brand loyalty means nothing and their after service is the worst I’ve ever had to deal with.

I have contacted Watchdog and about to set up a Facebook group.

[specialist-convergence]

Hi thekent, could you please reply to my private message so we can investigate this issue

[thekent]

Issue is now completed.

Thank you to 'specialist-convergence'

[Raggyman]

I must say it hasn't been great for me either.  I am trying to sort out a problem, which seems to be a pretty common problem with a KDL-40s2010 and to me it sounds like the backlight inverter has gone, and having absolutely no luck in trying to find a replacement part.  Only ones i am able to track down are second hand ones, and don't want to take the risk of purchasing it.  Was forwarded to www.allsonyparts.co.uk and they haven't got anything listed for it.  Now, when i bought the Bravia, I was expecting it to last a little bit longer than it has.  Sony in my eyes use to be about high quality electronics, but seems that something has gone seriously wrong with these sets.  I don't want to ditch the TV as think it is easy enough to fix, but if I am forced to buy a replacement set, will be seriously moving towards another brand.

[Catmambo]

Is your local Sony repair centre unable to repair it? Would recommend giving them a call to see if they can assist.

thanks

[Raggyman]

Have contacted a repair centre, and their minimum charge is £80. 

I would expect a tv to last as long if it was a dodgy import that only cost me £400 at the local pound shop, but would definitely expect alot more life out of a Sony.  So remind me why I bought a Sony in the first place?  Because where I am looking from at the moment I am in no worse position than had I bought a dodgy brothers LCD TV. 

I bought a sony, because they use to have a reputation for being the best electronics manufacturer around.  So far research into this problem has shown that there are quiet a few who have also experienced the same issue.  Now, the thing is, could there possibly be a poor design or batch of these things made, and when it does get fixed I am going to be in the same boat come another couple of years.