Sony Omdömen 21

My few years old Sony Bravia 40 inch TV has an overheating t-con circuit board which Sony Malaysia is not interested in replacing.

I bought Sony because by paying extra we used to get extra reliability, extra years of service, and the security of a company that supported its customers. Since this is obviously not now the case, it makes buying Sony to be a stupid decision as it's better to buy another well known but less overpriced brand. Remembering of course that Sony purely re-badges Samsung and other brands as its own these days.

This known overheating fault was as known to Sony, which at the time decided not to recall its Bravia range, in the same way as they knew my details as a customer via their warranty yet did not contact me. These years later my t-con board overheats - but Sony is not interested.

Malaysian representative "Andrew Stephen" (mailto: )cic.somas (at) ap.sony.com ) wants to collect my TV without charge, then charge me for any faulty parts. This is amazingly stupid.

All I am asking Sony for is a replacement t-con board that I can fit myself if they really don't have the expertise in Malaysia to undo 4 screws and use 3 connectors.

I emailed a list of more than 100 Sony executives to achieve this local Malaysian 'response.'

Here are the emails (latest at the top):

To: Sony Malaysia General Enquiry cic.somas at ap.sony.com
Subject: Re: Home Service Apooinment - KLV-40S400A EA5 (1558944) - David [ref:_00D90XxjZ._500901Or8Au:ref ]
Date: Tue, 27 Sep 2016 09:30:38 +0800

Hi Andrew,

In our phone conversation, you undertook to supply a replacement board if you could source one, and to call me back within about two hours. Neither happened.

If your management has decided that it can fix the problem by taking away my TV and charging me for the parts required to fix what is a known fault in that model, your management has a strange idea of what fixing a problem really means outside a third world country like Malaysia.

"Home service" does not mean taking away the tv and returning it at some unspecified time in the future with a charge for any parts required. This is just plain stupid.

The problem is an overheating t-con board. I currently have the back open and a fan cooling the board - without the fan the board overheats in 15 minutes, with the fan the board overheats in about an hour and a half. When overheating, the picture turns black from the top of the screen downwards, and this alone confirms the problem as being in the t-con board. It is a simple matter for me to swap the board, therefore all I need is a replacement board for me to fit or your technician to come and fit the replacement board.

As you are obviously intent on continuing to stuff me around and make a bad situation even worse, I shall proceed to post your correspondence and your name online along with my story on Trust Pilot and other public review sites, as well as re-emailing my dissatisfaction to the same 100+ email list as previously.

Regards

David [------------].

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Sony Malaysia General Enquiry cic.somas (at) ap.sony.com wrote:
(26/09/2016 18:58)

Dear Mr. David,
Good Evening,
My current email to you is pertaining to our phone conversation related to your TV repair KLV-40S400A. Besides, I have tried to contact you numerous times but there is no response from your end.
Further to that, based on your TV symptom reported our management has agreed to arrange a home service to your residence to collect your TV for further inspection without any charges (transportation and labour) fee will be waived.
However, upon diagnose if there is any parts that is  faulty and required to be replaced we will informed you the cost of the parts.
On the other hand, please be informed that we are unable to sell our spare parts to customers or third party as a way of us to maintain the genuine quality of the spare parts as well as to avoid any replica parts.
We do apologies for the unpleasant experience that you have gone through.
Looking forward to hear from you soon on this.
Thank you,
Regards,
Yours Sincerely,   Andrew Stephen