Sony TV out of wty, bought for approx $4k 4 years ago, can ACCC help me as SONY is not helping me

Ldumboo on 16/01/2014 - 08:26

I purchased KDL 52W4000 in 4 years ago, 1 year ago screen started showing horizontal lines for first 1 minute once ON then gradually that increased upto 1/2 hr now with even ghosting issues. Sony convinced me to pay $165 for in home assessment so they can help me further. Service centre advised part- LCD panel alone will cost me approx $2500 so escalated to Sony and the lady offered me couple of TVs(55W8000 for $1234 and 55W900 for $1505) last month which were selling for approx $100 more at various outlets including their Sony Centres. I feel like I have been cheated as they did nothing to help me as I would have saved my hard earned $165 and had gone for other cheaper brands since these reputable brands seems to be no longer reliable.

I asked Sony to reduce the price of 8000 series TV as I am happy to pay $1000 (that much I can afford now) but she simply refused saying cant help me further.

Do you guys think its unfair and can someone please suggest me what I need to do for Sony to return my $165 back if they can't accept my offer???
Please please help me….

Electrical & Electronics Sony TV

Comments

  • c64 on 16/01/2014 - 08:45

    how long was the warranty?

    my $30 ozito multi-function tool gets a 3 year warranty lol

    • Shwayne on 17/01/2014 - 00:12
      +3

      Yeah because it costs the manufacturer $5 to replace. :)

  • zombie hunter on 16/01/2014 - 08:50
    +3

    Sorry to hear your problem
    Everyone I have talk to who had a sony had it break after 3-4 years.
    All I can say is cut your loss and buy a another TV for 1200-1500 not a sony
    Expect to last at least 3-4 years which works out $300-$400 a year.
    And buy new one if it breaks.
    Dont buy high cost one if you think it is going to last..
    Or take your chances to chuck it out in 3-4 years if it breaks
    I would never buy a PHONY (sony)or high end TV
    I have a mate who brought the new LG 4K tv for $16000 and broke 4 weeks later.

    • CyberMurning on 16/01/2014 - 10:35

      that mate is not so smart. always research where is the sweet spot is. currently good deals to get 55-60" LED not more

    • songnari on 16/01/2014 - 20:08
      +1

      I beg to differ. My folks bought a family TV - the Sony XBR 52" LCD TV in 2007 for approximately $4000 - $5000. The XBR series were top of the line back in the day.

      I remember my uncle owning a KDL series which he bought a few months after we bought that particular TV. Interestingly, his TV broke about a year ago and our TV is still going strong even though its being used approximately 8 hours + everyday.

      Even though both TVs are Sonys, I know for a fact that the XBR series were made in Japan. And from what I heard, the cheaper Sony TVs are manufactured in China.

      And for your mate who bought a $16k TV that broke 4 weeks later, I'm pretty sure that there was a defect when the panel was manufactured. Regardless, the warranty should cover it.

      • [Deactivated] on 16/01/2014 - 20:53

        my 2c
        my sony tv (KDL series), the digital tuner broke after about 4 years, but i only used the tv tuner when my PVR was already recording 2 things.
        losing the tuner functionality was not really an issue for me, and now after 6 years, tv is still working fine with PVR and consoles.

      • ddxsamx on 18/01/2014 - 09:24

        Yeah, made in Japan was a big factor for us and the XBR, we've had ours since 2007 as well with pretty heavy usage and still going strong.

      • RI4V4N on 19/01/2014 - 11:47

        Yeah my parents had a flat 42inch plasma fujitsu that lasted them for over 10 years.
        Had no burn in, no dead pixels. It just got super annoying cos it is from before the days of HDMI, CABLES, CABLES EVERYWHERE.

        So anyway, it still worked perfectly when they replaced it.

        Nowdays though I honestly wouldnt count on tv's lasting as long, even ones you pay more for, price isn't quality anymore to a large degree.

    • McFly on 16/01/2014 - 21:36
      +48

      $16000 and broke 4 weeks later

      I'd also be broke if I spent that much on a TV!

    • Withdr4wn on 16/01/2014 - 22:52

      Yeah, this stacks up with my own experience - Sony KDL-40W5500 that I caved and purchased back when a free PS3 was thrown in with the purchase (mid 2009). It eventually stopped working and had comparatively small use (perhaps … 3-4 hours a week). I did buy another one (second hand) for about $300 so if it dies in a year I won't be so annoyed, but yeah - until they pick their socks up and start making reliable TV's again, I can't justify $1,500 every 3 years for a damn TV! Family was quite annoyed when a Samsung CRT died 8 years after owning it - looking back on that 8 years would be a blessing.

      • 4agte on 18/01/2014 - 20:10

        My KDL-40W5500 is still going strong. I bought it during the ps3 promo too. Used 4-5hrs a day

      • aec on 25/11/2014 - 07:36
        -1

        So is mine, still going strong. Bought that TV just for the free ps3. Where it is made China or japandoes not mean anything to me.

        Mod: Removed personal attack

        • Moderatormoocher on 25/11/2014 - 12:47

          Please stick to discussing the deal and refrain from attacking other commenters.

    • RedSky on 17/01/2014 - 09:28
      +4

      I think spending >$1000 (or $500 personally) on a TV is a terrible idea unless money is no object.

      1 - It's constantly evolving technology. Resolution, viewing angles, contrast. It's far from stable from a technical point of view. For a while it was Plasma vs LED. Now, who knows if ultra wide screen will take off? How quickly will 4K fall in price? Point is nobody what the market will be like in 2 years, and that makes it a poor store of value.

      2 - Warranties seem ultra skimpy for such an expensive product. Not only are electronics generally prone to failure, all those tiny LEDs create huge odds that at least one will fail, and in enough number they create an eyesore.

      3 - At $500-$750 especially you preserve a HUGE amount of resale value a year or two down the track. You could always have the latest mid range model which initially may not be great, but 2-3 years down the track will be easily better than the top of the line you could have bought originally, with the benefits of resale proceeds.

    • johnno07 on 18/01/2014 - 01:22
      +2

      My Bravia has been going strong for six and a half years. With heavy, heavy use.

    • solidice on 18/01/2014 - 11:25

      I think saying that EVERYONE who you spoke to who has a Sony tv always had it break in 3-4 years is a bit of a generalisation and perhaps over exaggeration.

      A family member was a tv repair person for 25 years. He was always happy with people buying the cheap branded televisions as they filled up his workshop and made him wealthy over the 25 years due to the constant repairs. When customers asked what tv to get he always suggested Sony, Samsung, LG as overall these tv's were of better quality in terms of components and overall build.

      • Cheeper on 25/01/2014 - 11:19

        Want an opinion on a sony ..look good, perform well, but not for long.
        Sure, some do manage to keep going but in "general" they are not a durable product.
        These days manufacturers will vary their output quality or component sourcing more to save a cent than to spend a cent and use more durable components.
        Quality variation from model to model within a particular brand is common.
        Get the best set you can for the least amount of money and if it lasts longer than 3 years you are a winner.
        Also expect most to have faults straight out of the box.

  • npc on 16/01/2014 - 08:54
    +3

    It seems to be fair that they are not willing to help. 4 years = 4 times of normal warranty period. Sony, as a reputable brand, should work longer than that, but perhaps you are unlucky.
    They also did their a bit overpriced job of assessing your tv for 165$ - why do they have to return money?

    • dumboo on 16/01/2014 - 09:38
      +4

      I agreed to pay coz their call centre rep convinced me saying Sony will definitely help me if its a major fault like a trade-in deal or something. Anyways I have learnt a lesson, no Sony for me ever.

      • montorola on 19/01/2014 - 20:34
        -1

        I agreed to pay coz their call centre rep convinced me saying Sony will definitely help me

        You really live up to your username on that one :P

      • Ughhh on 20/01/2014 - 12:38

        This is probably something that would come from any person in sales/customer service, from any company, not just Sony.

      • Cheeper on 25/01/2014 - 11:22

        All brands will try to make you pay for assessment for out of wty claim.

  • ProjectZero on 16/01/2014 - 09:08
    -2

    I don't see how the ACCC could help you… If it is out of warranty, they are not obligated to pay for the home assessment charge and parts. Not sure if they have any assessment centers in your area but if there are, couldn't you have gone there instead of calling for home assessments?

    As for the pricing of their products, that's entirely up to the sales person you spoke to… perhaps they didn't know better, or perhaps they wanted the commission. Either way, if you need a new TV you'd best shop around and not just say i want this price, give it to me…

    • SteveBuscemi on 16/01/2014 - 19:38
      +15

      You're not sure how the ACCC can help?

      You have rights beyond the manufacturers warranty. Australian consumer law says you can expect your product to keep working for a 'reasonable amount of time'.
      http://www.accc.gov.au/system/files/Warranties%20and%20refun…

      The exact length of time varies from product to product — You can expect an $800 Dyson vacuum cleaner to last longer than an $80 Samsung vacuum cleaner, or a $2500 Mac to last longer than an $100 iPod, and the law agrees with you. Apple, for instance, despite the 1 year Apple warranty, admit that you're pretty much guaranteed double that through Australian consumer law, and even admit in writing on their website that it's even longer than 2 years on 'a number' of their products:
      http://www.apple.com/au/legal/statutory-warranty/

      Personally I've had a 2.5 year old Samsung TV replaced under Australian consumer law. That's more than double the standard warranty period, and on a $2000 TV. It's reasonable to expect a $4000 TV to last longer than a $2000 TV.

      I would say given the price of the item, that expecting it to last 5 years would be reasonable on a TV of that expense and at 4 or so you have a fair shot of getting the ACCC ruling in your favour.

      The thing to remember however is that after your manufacturer's warranty is up, legally it has nothing to do with the manufacturer, it is the SELLERs responsibility (who can pay for its repair, replace, etc.). The seller will of course attempt to weasel out of it, tell you they have no obligations, etc. Just go through the steps so that the ACCC can make a determination.

      That's not to say they're not worth it, but extended warranties often do little more than make it easier to get the replacement you are already entitled to under consumer law.

      • matt_will_fix_it on 16/01/2014 - 21:11
        -3

        Australian consumer law was only introduced on 1 January 2011. OP purchased the TV in 2010 if its 4 years old. So this probably doesn't apply.

      • [Deactivated] on 16/01/2014 - 22:16

        can you confirm your second to last paragraph? i thought it was the other way around.

        • SteveBuscemi on 16/01/2014 - 22:40
          +3

          You have some rights with the manufacturer, but not much.

          The seller, not the manufacturer, is who you as the consumer have the contract of sale with.. Unless they're the same. (eg, Sony Style, Apple Store, etc.), you're going to be dealing with Bing Lee, Harvey Norman, JB, DJ's etc.

          The seller, in turn, can demand that the manufacturer pay them for the cost of replacement or repair, because that is who they have the contract with.

          From the ACCC:

          The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer. You can approach the manufacturer or importer directly, however, you will only be entitled to recover costs from them, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss. You cannot demand a repair, replacement or refund from the manufacturer.

          From the PDF:

          If goods do not meet a statutory condition or statutory warranty, it is a breach of the contract between buyer and seller. When this happens, consumers are entitled to a remedy from the seller.

          and

          It is up to the consumer and seller to negotiate a solution that is acceptable to each party. If the consumer and seller cannot negotiate a remedy, a court or tribunal may decide what is reasonable in the circumstances in accordance with the law.

      • orrinxu on 17/01/2014 - 08:01

        The law is quite clear it is both the manufacturers and sellers responsibility to warrant the product. If the product was imported, then the importer is deemed the manufacturer.

        OP the law is on your side. First step is to send them a letter in writing giving them 7 days to respond. If they fail to respond or refuse to help, escalate it to the accc with all the relevant documentation including the date you sent your letter demanding warranty under Australian consumer law

      • anawth on 17/01/2014 - 12:59
        +1

        Resume reads:

        -Movies appeared in have grossed billions of dollars.
        -Appears as lead in hit HBO series.
        -Australian consumer law expert(?)

      • Trance N Dance on 18/01/2014 - 13:19

        My iPhone's lock button failed just after two years from purchase. The Apple store in Sydney were very nice and said they replace any manufacturer faults within two years. I argued that for a $1k 64GB iPhone I would expect the phone to work at least 3 years if not 4 and was told so not only when I bought the phone but just 10mins before downstairs by a sales rep. They agreed waived the replacement fee and said if the phone fails again within the next year they'll replace it for free again. That's a minimum 3 years already.

        For a $4k TV that would work as the main TV for the home, I would expect minimum 5-7 years of functionality. Take the TV back to the seller and claim statutory warranty. (Statutory warranty has been around for decades, not just 2011. In 2011 the laws were modified to make it uniform across the country.)

  • dumboo on 16/01/2014 - 09:41

    As I mentioned those lines stay there for approx 1/2 hr initially when TV is powered on but after that watching TV is absolutely fine, how much do you guys think someone will buy it for considering its 52 inches FHD LCD or will I end up putting it up on the street. I can't have 2 TVs at home since its a 1 BR apartment.

    • one man clan on 16/01/2014 - 09:57
      +15

      A broken 4 year old TV?

      You're dreaming.

      • RI4V4N on 19/01/2014 - 11:51

        Thats the thing, the fact it cost 4k works on your side, but since it has been 4 years, it's a bit iffy in terms of the legislation. I highly doubt they will do it unless someone basically tells them they have too, legally, which isn't worht the time and money.

    • RandomNinja on 16/01/2014 - 10:20

      Might get a few bucks for parts if you offer it to a TV repair place?

    • iseenya on 16/01/2014 - 10:31

      Dump it and move on. Lesson learned: Sony is NOT a 'reputable' brand.

      Grab yourself a Panasonic plasma if there's still some out there, they won't be available for much longer.

      • Cheeper on 17/01/2014 - 01:57
        -8

        Just had my second Panasonic plasma die on me. The first one lasted about 3 years with light use and the replacement one lasted about 10 hours!!! They both had the same problem.. vertical lines on the screen and they tell me the only remedy is to replace the panel and that is not economically viable so it is off to the tip with them.

        The replacement plasma had pathetic picture and sound also which may indicate a lowering of quality to be price competitive and boost profits.

        On the other hand our LG LCD that is used all day every day and is much older than the plasmas is rock solid and performs just as good as the day we got it.

        Do not touch plasmas… they are unreliable and that is why manufacturers are dumping them.

        • baybeans on 17/01/2014 - 07:13
          +2

          Nonsense.

        • blitz on 17/01/2014 - 08:53

          My Panasonic 50" plasma has been working well for 7 years with good nightly use.

        • Cheeper on 17/01/2014 - 14:10

          100% fact, sorry about that.

        • _Bruce_ on 17/01/2014 - 14:47

          they are unreliable and that is why manufacturers are dumping them

          100% fact, sorry about that.

          Nope. They are just not cost competitive.

        • Cheeper on 17/01/2014 - 14:57

          Cost competitive?… plasmas "were" cheaper than lcds.
          They may have jacked up the prices now because of the low demand and to cover the high failure rate.
          Out of the 52 panel tvs that JB list on their site only 3 are plasma. Expect to see none in the near future so those that think they are good had better stock up.
          The consensus here may be against my opinion but the market shows otherwise, and shows it very clearly.
          Even when looking at tvs in retail stores I do not have to look at the set details to see a set is plasma, the lower quality picture is very obvious.

        • _Bruce_ on 17/01/2014 - 15:10
          +1

          Your argument is all over the place. Yes they are stopping manufacturing, because they are not cost competitive.

          Yes the image quality is different. In most cases a good modern LCD is better, so there are few people left who prefer pasmas. Still none of this has anything to do with this claim:

          they are unreliable and that is why manufacturers are dumping them

        • PCHammond on 17/01/2014 - 15:22

          Bruce is correct. Plasmas were simply not cost effective and the market and research was moving toward LCD. Plasmas used a TON of electricity compared to LCD, and now that stars are needed for TVs, it wasn't easy to sell a 1 star plasma against a 6 star LCD. Added to the fact that LCD technology progressed to the point where colour and blackness were very comparable to plasmas.

          Basically every manufacturer went the LCD development route, and not due to reliability. Panasonic plasmas are one of the most reliable TVs out there. Hitachi and Pioneer plasmas were just as good. The worst reliability I saw when I was working in electronic retail was LG LCDs, but reliability has improved markedly apparently.

        • Cheeper on 25/01/2014 - 11:44

          There are plasma fans out there and the closer plasma comes to being obsolete it seems the more sensitive they get about negative comments? :-)

  • CyberMurning on 16/01/2014 - 10:34

    wow.. 52" for $4k…
    ./. sorry cant help but thanks for the lesson.
    not worthed to spend big $ on electronics nowadays better wait till price bit drop.

  • dumboo on 16/01/2014 - 10:37

    Thanks Heaps guys for resetting my expectations.

  • kronicmacstigator on 16/01/2014 - 10:52

    Go to the ACCC and ask?

    If that doesn't work, take a video of the TV. Take a copy of the purchase invoice and throw that info up on youtube :) Use a select few keywords and… :) Will make you feel alot better!

  • daoople on 16/01/2014 - 10:54
    +6

    I agree with the consensus here. Once the warranty period has passed, the manufacturer has no obligation to assist you.

    TIP: Know the warranty periods of everything you buy (fridge, freezer, vacuum, TV, etc). A month before the warranty expires, ask yourself "am I still 100% happy?" (The fridge might have become noisy, the freezer not as efficient, vacuum has a funny whurr, TV has lines/dead pixels, etc). Then contact the manufacturer (actually, do this as soon as you notice it). Once you've reported it, they are obliged to fix it (either you bring to them, or they come to you).

    When purchasing ANY product and the warranty is X years. I ask myself "if this product died on X years + 1 day, would I be happy to have got the use out of it based on the price I paid?" If not, I would purchase extended warranty (example: TV and fridge). Otherwise, I would leave it (eg. kettle, toaster, iron, microwave).

    About Sony. We bought a Sony LCD TV 6 years ago for $2600 incl delivery + 5 year warranty. Manufacturer's warranty was 2 years. After 3 years, suddenly it wouldn't turn on. Called up the extended warranty, they came, collected it, fixed it and brought it back. After 6 years, it's still working (I hope I haven't jinxed it). If it dies, I will still buy another Sony, but I will buy it with extended warranty.

    So this year, we bought an expensive fridge. I got the 5 year warranty, because I would be greatly miffed if it died after 2 years + 1 day and I always factor this in as part of my purchase price. So when comparing, always ask how much is the appliance after you include warranty - salesman don't like you doing this because it makes their prices look high, but in the end this is all coming out of your pocket, right? Yes shop around and know the product price + extended warranty price and compare across a number of stores.

    I know this is very annoying and frustrating, but use this as a learning experience. It's not just Sony, it could potentially be any brand and anything you buy. Good luck on your next purchase!

    • danield on 16/01/2014 - 11:20

      When purchasing ANY product and the warranty is X years. I ask myself "if this product died on X years + 1 day, would I be happy to have got the use out of it based on the price I paid?"

      I agree with this, technology moves so quick today that I assess how likley I will be to want to keep this product in 2-3 years and will it be in my best interest to upgrade.

      my first flat screen TV was 32" Hisense, I went with that basically cause it had a 3 year warrantly. I figured if it dies within 3 im covered, if it dies after 3 then Ill want a bigger one for the same price I paid. 4 years later 32" become 55" Samsung. (7 years later the Hisense still going strong, has been donated to the nieces and nephew)

      • Cheeper on 17/01/2014 - 02:00

        We have a Hisense in the bedroom … while the pic quality is not the best it is still running after about 4 yrs of use every night.

  • c64 on 16/01/2014 - 10:59
    +12

    Once the warranty period has passed, the manufacturer has no obligation to assist you.

    that is not necessarily correct. australian consumer law provides certain statutory rights that extend beyond the manufacturer's warranty period. it would be best for the OP to contact consumer affairs to see what they think.

    • daoople on 16/01/2014 - 11:11
      +1

      Quite right, I stand corrected. Based on the following link (note, it is on the VIC Consumer affairs website - so OP will need to look for this in their own state):

      http://www.consumer.vic.gov.au/businesses/fair-trading/guara…

      That said, it is always easier to go through warranty than the legal system. So I would still apply the "test" in my post above.

      • lplau on 16/01/2014 - 11:29
        +2

        Most companies will give in when you start mentioning the government laws.
        I've found that once I mentioned there are statutory warranty laws set by the government, most places I've delt with will simply say "It is not part of our policy, however as a sign of good will, I will get this fixed for you this time for free".

      • RI4V4N on 19/01/2014 - 11:53

        It's federal legislation that invokes the law in this area. Does not matter what state you are in, it's the same.

    • sm007h on 16/01/2014 - 12:31

      The manufacturer has an obligation to repair the product at your cost (which I believe they have provided a quote for that) after the warranty period. Besides that, it is all a grey area on how long the warranty period should be.

      In terms of costs, the panel is the largest expense of the TV. Repairing it is quite tedious as well - they need to basically pull out everything before they can reach the panel. It's not unreasonable that the cost of replacing the panel costs at least 60% of your original purchase price. However, with the pace of technology, you could buy a better TV for a much cheaper price now than to repair it.

    • matt_will_fix_it on 16/01/2014 - 21:13
      -6

      The TV was purchased before Australian Consumer Law came into existence, so doesn't apply.

    • Kempe on 17/01/2014 - 22:05

      It does but under Consumer Law you chase up the retailer not the manufacturer

  • sourdawg on 16/01/2014 - 11:02
    +4

    I would be getting a second opinion on your repair options. If the picture is fine after half an hour then it almost certainly is NOT the panel that's gone and could be as simple as a few blown capacitors

    • dumboo on 16/01/2014 - 11:43

      Yeah, Thats what I thought so but really dont know where to get those parts from, etc………..Just too complicated

      • sourdawg on 16/01/2014 - 11:49

        I'm not suggesting you repair it yourself, I am suggesting you call a tv repair guy to have a look at it

    • rokoz on 16/01/2014 - 12:29
      +4

      Even simpler, the most likely cause is that one or more of the tab bonds that sit between the panel and it's metal frame within the set have deteriorated and need beefing up ie. strip of thin rubber, guy in video used rubber pads used for moving furniture.

      This was a common problem with some models of this era prompting Sony to extend some warranties (to around 2012) to fix this issue.

      This may be worth a try if you are resigned to disposing of the set anyway, however as with all things involving electricity please take care.

      Fix discussed in links below:

      http://www.youtube.com/watch?v=vCExlSnG4yY

      http://forums.cnet.com/7723-13973_102-391250/horizontal-line…

      • dumboo on 16/01/2014 - 13:42

        Thx rokoz,
        Will definitely try in coming weeks and post the result here.

  • dumboo on 16/01/2014 - 11:49
    +4

    I have filed a complaint with ACCC, lets see what there response will be as what I understood from ACCC information my TV should last for a reasonable amount of time(I will say atleast 5 years for anything over $2000).

    I will call Sony as well to let them know this is what I have done, lets see if they can offer me something better.

    Will update here whatever the outcome is(might help others in a similar situation)

    • tonester on 16/01/2014 - 12:29

      did you pay with a credit card that includes extended warranty?

      https://www.ozbargain.com.au/node/120061 might also help :)

    • cookie2 on 16/01/2014 - 22:41

      put it all in writing with sony from now on. it will help your case with accc and vcat if you have to push further.this comes from personal experience with a laptop refunded in full under consumer law.also try contacting the retailer as well to advise them of ur experience with sony and accc complaint.they may choose tohelp becuase ur complaint is against them as well.that's what happened to me. acer wouldnt respond to accc,then accc contacted jb as a last resort before I went to VCAT and JB were great.

  • [Deactivated] on 16/01/2014 - 13:39
    -2

    Does your home insurance cover 'acciedental damage'? (as OP trips over appliance cord)

    • dumboo on 16/01/2014 - 13:46

      no, only basic cover…..I thought about upgrading my policy but i don't know if they can check with Sony for any case logged for particular serial number.

    • kronicmacstigator on 16/01/2014 - 15:15

      With the way insurance companies are, it'd probably jack the poor guys premiums up for the next seven years.

  • jongyrocka on 16/01/2014 - 14:15
    +1

    For the record, This sounds like the same thing that happened to my KDL46 about a year ago…My TV was out of warranty, but Sony came out and fixed my TV for free…apparently it was a fault with the model….maybe yours is the same…I paid about $3k for mine at the time as well…

    • dumboo on 16/01/2014 - 14:24

      Oh really!
      By any chance do you have Sony Complaint reference # , maybe I can ask them to look into it to confirm these models do have a history as their support told me there is no known issue and don't rely on forums/ blogs for that purpose.

      • ExtraSalt on 16/01/2014 - 14:32

        if you call up sony, give them your serial and if it falls under the bracket, all is well

        • dumboo on 16/01/2014 - 14:39

          They did log a case against my TV s/n and said there is no known issue for this model when I told them about all the forums full of similar complaints.

  • [Deactivated] on 16/01/2014 - 14:25
    +1

    Thats Sony for you.

    A few years ago my parents had a 46" LCD 2 months out of warranty. Cost $300 to get fixed for them (by Sony).

    If you are spending $4k on a tv, you should be able to afford extended cover. If not get a $3600 tv + $400 extended cover.

    • dumboo on 16/01/2014 - 14:29

      Yeah my bad!
      I have always purchased extended cover for other items except this one and Sony HDD camera($1900 in 2010) trusting the brand but camera is absolute fine with no issues ever.

    • _Bruce_ on 16/01/2014 - 15:13
      +2

      If you are spending $4k on a tv, you should be able to afford extended cover. If not get a $3600 tv + $400 extended cover.

      This doesn't actually work out, unless you expect the TV to fail. Better off buying a TV you can afford to replace, and replace it if you need to.

    • LeChocolateMan on 16/01/2014 - 19:24
      +1

      2 months out of warranty could have very easily been covered by consumer rights,
      and in some cases , these extended covers first try to enforce your rights, as it saves them alot of money too.

  • baybeans on 16/01/2014 - 17:32

    Take a look at "statutory warranty" or "statutory guarantee", depending on where you are located. You've got options.

  • LeChocolateMan on 16/01/2014 - 19:20

    As Far as image quality goes in LED TV's, Sony is definitely a superior brand. I would recommend you contact ACCC and explain that at $4000 its unacceptable the TV didn't even last 5 years of standard home use. Be sure to let them know you have already contacted Sony and they refused to take responsibility of their defective product.

    In all honesty , its just plain badluck with that particular TV.
    Extended warranties make the process 'easier' if I may call it, and if the purchase value is under $2000-$3000 (depending on how hard you drive a bargain) , its very well worth getting a good deal on a cover for 5 years total cover (negotiate hard on the TV first, and then the warranty). Over that purchase amount , you may argue your expectations through the ACCC.

    In reguards to brand , if you don't need half-donkey featured Smart TV that is pointlessly loaded with applications, then buy a Sony. I've work in Audio/Visual sales for 5 years , and believe me Sony is one of the better consumer brands.

    Goodluck.

  • jason101 on 16/01/2014 - 20:24
    -2

    I don't think I have EVER got 4 years life out of a TV since I moved out of home around 10 years ago - I think we're on TV number 4 or 5. You buy them, you enjoy them, they die. I thought that was the way they were designed and as a consumer who expects everything to be purchased for about $4 more than it actually cost to manufacture I accepted this. Just my personal view but I think you've had a good run from your TV and its time to move on.

    • leetguy101 on 16/01/2014 - 23:53

      Seriously? My parents had a tiny Mitsubishi TV which they bought in 1989, and it worked until I binned it last month. The TV we bought to replace that, we bought in 2000, and it still works today. We have two LG TVs, an LCD and an LED, and they're coming up to about half a decade.

      Where are you buying your TVs?

      • McFly on 17/01/2014 - 00:36

        My parents had a tiny Mitsubishi TV which they bought in 1989

        Mine bought a large (for the time) one in about 88 (wow stereo!) and I had it working perfectly in the spare room up until a few years ago.

      • Cheeper on 17/01/2014 - 02:05

        +1 for longevity of LG LCDs :-)

      • kwaker on 17/01/2014 - 22:07

        Old brown (80's I think) still work great. Built to last every now and then you need to hit it - good old days.

        I see heaps of CRT TVs in great working order charities won't accept, you can't give them away on gumtree!

        LCD and plasmas constantly being thrown on kerbsides broken in every street every week. They are built to break - disposable. They want you to keep buying

      • jason101 on 18/01/2014 - 09:19

        My point was probably more that the user has enjoyed the product for 4 years and now it's dead, sad yes, Sony's problem: Not in my opinion. Yes some TV's run well for a lifetime, unfortunately this one didn't but I don't think this is the fault of the manufacturer. Sometimes Oz bargainers need to remember that the more we push our consumer rights in this country, the fewer and further between the bargains get, big picture thinking yes - but it's a reality. I import a product which I offer a 12 month warranty on, in theory the product should last up to 10 years, but the warranty is only 12 months as this is the economic limit I place on servicing warranty claims. Consumers demand a cheap price and the consequence of this is after sales service and warranty suffers. Either that or cost of business (wages, rent, employee rights) have to fall and I doubt that's going to happen so I believe in some instances consumers need to consider all of this and suck it up.

        I bought a camcorder about 4 years ago (Panasonic) for $1700, we went on a Cruise at Xmas time and it packed up - annoyed yes, but I have to say I didn't think that after 4 years use I should be filing a complaint with the ACCC especially since when I bought it I knew the warranty period was 12 months, in a similar situation to the TV in this post, a replacement (better) camcorder is about 25% the price.

    • earths_pacifist on 17/01/2014 - 11:00

      Bought a Magnavox from Kmart (cheapest brand around at the time) 15 years ago and still going. Bought Panasonic 42" 5 years ago and no issues. have had my Sony 55" for 4 years and no issues.

      Sometimes you can be very unlucky and get a bad batch - magnavox had one good batch to 10 bad ones and I know this as I used to be a manager there organising all the bloody returns.

      I dont know anyone that has got less than 5 years out of there tvs (faults excluded). Did they just die or were they dropped etc?

      I completely understand and agree with your point of view if purchasing a low value, cheapish quality TV (did not expect the magnavox to last 2 years). But when spending a large amount of money on a reputable and supposedly quality brand/product I would expect this to last a minimum of 5 years and even then be able to get repairs at a reasonable price.

  • PCHammond on 16/01/2014 - 21:55

    It so happens that I worked in electronic retail back about 4yrs ago…

    A 52W didn't cost 4k, unless you got thoroughly rorted. Do you even have your receipt? That's needed even with the statutory warranty to verify it's age and cost.

    Every Sony TV at least back then started with KDL, so "KDL model" that some posters have said is wrong. With Sony, the model is the letter after the size number, in this case W. IIRC W denoted that it was 1080p and 50hz. XBR was the top of the line and was 1080p 100hz with a metallic bezel. X was 1080p 100hz with a normal bezel. Can't remember what the 768 model was.

    What do you expect Sony to do? The TV is waaaaaaaaaaaaaay out of warranty and was bought before statutory warranty laws existed.

    FWIW, I am watching TV on a 46inch Sony TV that I bought for $650. I buy the name brands and without the bells and whistles because that means more $ and more things to go wrong. TVs update so rapidly and prices drop so quickly so I see no reason to spend a ton on a TV.

    • dumboo on 17/01/2014 - 07:41

      It cost me $3930 in 2009, that time all LCDs time over 50" were selling for that much. It was actually for selling for approx $4200 in TGG and I ended up buying from this store in Sth Melb for $3930. I have already provided my invoice to Sony and their service centre.

  • dieselraw on 16/01/2014 - 21:57

    i dont want to jinx myself but my 2 tv i purchased is still going strong after all these years, first one is my Samsung lcd 40 inch purchased as a DEMO model from HN 8 yrs ago for $2500. My second tv was the top of the range Pioneer
    42 hd plasma (made in Japan) purchased in 2007 for $4300 with 5 yr warranty but never had to use the warranty. After 7 to 8 years later both sets still performing like new :)

  • pookie on 16/01/2014 - 22:34

    The accc is your best bet..as you have done. However I think prob dept of fair trading would have been ok too..

    It doesnt matter that the tv was bought prior to the new acl because tpa was still covering such things…although not as thorough and as far reaching as the acl. It still gave you statutory rights above manufacturer gaurantee.

    I think sony will argue its out of warranty first..then they will argue the passage of time since purchase (which maybe a fair argument) … but my feeling is they will offer something to help after accc has a few words to them.

    As ive said before..its a matter of the price paid = expected lifespan.

    Consumers unite :)

    Pookie

  • tumsum on 16/01/2014 - 22:44

    Have the same problem on my kdl-52z5500, the dark horizontal lines would fixed itself up after 20 mins. Bought around 2009 and the problem started 2011/2012. The waiting time has increased as time goes (initially i could just turn off and on again) now i have to wait.

    Would love to hear the end of this story.

  • PCHammond on 16/01/2014 - 22:45

    JB are selling the 55W800A for $1698, HN are selling it for $1594. The 900A they offered is a model higher. A 1minute research shows that the lowest people are getting the 900A is for about 1800, with 1900-2000 being a realistic price. Seems as if they are giving you a hell of a deal for it.

    Not bad considering everything already mentioned.

    • dumboo on 17/01/2014 - 07:37

      Agree but thats now, when Sony offered me those prices last month these models were sold for $1200 and $1700. What I am trying to explain is Sony raises your expectation saying we will definitely do something to help you and but actually they did nothing to help plus took ny $165 as well. I would have simply gone for Samsung TV or Panasonic which were selling for approx $100 last month.

      • dumboo on 17/01/2014 - 09:12

        Edit: I would have simply gone for Samsung TV or Panasonic which were selling for approx $1000 last month.

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