New Sony OLED TV with a Slightly Bent Panel. Sony Customer Support Advising That It's Normal!

aspirepranesh on 06/07/2018 - 11:21
Last edited 06/07/2018 - 13:06 by 1 other user

Hey guys,

I bought a 65" A8F Sony OLED TV 2 weeks ago from Sony direct and it got delivered last Friday via DHL. This is my 3rd Sony tv and I have never had any issues with my previous 2 units in the past.

I noticed earlier this week that the top of the panel, towards the right seems to be bent slightly.

Picture for reference

It is not noticeable from the front because of the blacks. But I just cant accept that a brand new TV that is worth a fair few $$'s can be bent like this.

I have called Sony customer support and they asked for pictures and upon follow up, they advised me that the service technician reckons this is common and as long as there are no visible display issues, it should be fine! All they did was give me a case number for future reference and asked me to contact them if there are any visual issues with the display (after I pushed them further on the future issues)!

What are my rights here as a consumer? Am I being picky about this or am I in the right to get a replacement?

Spent a bit of time on Reddit and found the following threads:

https://www.reddit.com/r/OLED/comments/8bhk0u/65_c7_with_a_s…

https://www.reddit.com/r/OLED/comments/7pxnu9/lg_c7_65_scree…

https://www.reddit.com/r/OLED/comments/7xztq5/lg_65b7a_sligh…

Electrical & Electronics

Related Stores

Sony Australia
Sony Australia

Comments

  • cuteseal on 06/07/2018 - 11:27
    +9

    On the positive side, you now have one of those curved panels!

    • aspirepranesh on 06/07/2018 - 11:31

      I shall give you a + for that comment :-)

    • dcep on 06/07/2018 - 12:15
      +2

      curved outwards .. lol

  • John Kimble on 06/07/2018 - 11:32

    contact them if there are any visual issues with the display!

  • Diji1 on 06/07/2018 - 11:44
    +4

    Contact Consumer Affairs. It's reasonable to expect straight lines and it's clearly a defect and Sony are doing their usual thing which is attempting to foist defective products onto consumers and not replace them which is illegal.

    Just another massive business that carries out criminal activities on the side, welcome to Australia.

  • ahoihoi on 06/07/2018 - 12:03
    +3

    "Am I being picky about this or am I in the right to get a replacement?"
    I wouldn't accept it.

  • Godric on 06/07/2018 - 12:15

    Out of curiosity why did you buy from them direct, they have good deals?

    • aspirepranesh on 06/07/2018 - 12:19
      +1

      Cash rewards had 15% cashback two weekends ago and made this TV the cheapest buy along with the sale Sony have now. So I ended up buying from Sony direct.

  • c64 on 06/07/2018 - 12:29
    +1

    i'm guessing it is supposed to be straight. i suppose you could check a demo tv in some store. if it isn't supposed to be that way then get it replaced.

  • HighAndDry on 06/07/2018 - 12:33
    +3

    Facebook. Post that exact photo, and say something like: "Hey Sony, your technician said this is normal and expected for your TVs - is that right?"

    • aspirepranesh on 06/07/2018 - 13:17
      +2

      They conveniently dont seem to allow posting of pictures on their FB page!

      • HighAndDry on 06/07/2018 - 13:18

        Oh damn. That is convenient…. other social media maybe? I don't use much but I hear Twitter posts gets responses too if you use that. Otherwise, might have to resort to an email to Sony's head office with a liberal sprinkling of "Australian Consumer Law", "ACCC", "reasonable standard of quality", etc.

        • aspirepranesh on 06/07/2018 - 13:21
          +2

          I have spoken with their Support team again and mentioned that I will have to reach out to Consumer Affairs which prompted him to say that he will escalate this to the online team, but it is upto that team to decide whether I get a replacement or not! Yeah right!

          I will have to wait for an other 24 hours to hear from them….

        • HighAndDry on 06/07/2018 - 13:22
          +1

          @aspirepranesh: Haha - I'd take this as a good sign, for the time being anyway. Don't wait. Feel free to call back in a few hours if you can be bothered.

      • veej on 07/07/2018 - 12:45

        I would attempt to post it anyway, host the photo on Imgur and drop the link when posting on Facebook.

  • bobbified on 06/07/2018 - 12:52
    +1

    Guess they're trying to copy Apple's bendy devices! NOT!

    That bend is definitely not normal for a TV. I would be demanding a swap. It looks like some damage that hasn't affected the picture quality and it's something that I might expect from a "seconds" TV (not a brand new one!).

  • moo on 06/07/2018 - 13:18

    #sonylcdbendgate

    • aspirepranesh on 06/07/2018 - 13:24
      +1

      #sonyoledbendgate

      • [Deactivated] on 06/07/2018 - 21:16
        +1

        Son, yo led bent the gate?

  • havebeerbelywillsumo on 06/07/2018 - 13:31
    +3

    Drop the "slightly", that's the sort of weasel word (criticism not intended to be aimed at you as a personal jibe by the way) Sony would use to avoid liabilty. It is "bent", plain and simple.

    I'd be worried about any internal damage that would make itself apparent later but well short of expected product life. Or make itself apparent later when the item was moved.

    If Sony won't replace, definitely take it further. The goods are damaged, the end.

    • aspirepranesh on 06/07/2018 - 13:38

      I stand corrected on the usage of "Slightly" ! and yes, you're most certainly right. I am more concerned about what happens later even if the display shows no visible viewing issues.

      And for the $$'s they charge for these oled tv's, they should consider triple checking the production quality before passing them on to customers.

  • Tee Rex Arms on 06/07/2018 - 17:01

    Seems to be the sort of thing you would observe as soon as it was out of the packaging. Are you sure you didn’t bend it by putting a slight bit of weight when lifting upright to install it or something?

    • aspirepranesh on 06/07/2018 - 17:12

      Not really! the way you assemble this tv is straight forward and easy and when we installed it, we held it from the side.

      Check my reddit links and you can find that a few people have had issues with LG OLED panels bent straight out of the box!

  • Tommo53 on 07/08/2018 - 07:38

    Did you end up with a resolution on this? I bought a 55" A8F on the weekend and while it isn't as bad as yours it looks similar.

    • aspirepranesh on 07/08/2018 - 07:44

      No mate. I have kept the tv. Sony sent a replacement which was worse than my first unit. I went into HN to check on the Sony and Panasonic oleds and all of them have the same issue. Some of lgs top end ones are fine bcoz they have a glass panel on the back. By the looks of it, all oleds have this problem bcoz of the thickness of the panels. Sony have agreed to give me a full refund if there are any issues with the display in the future

      • Tommo53 on 07/08/2018 - 11:46
        +1

        Ok, good to know they offered a replacement.

        This is what mine looks like: https://i.imgur.com/OCsWmcI.jpg

        Pretty sure I'll keep it if they're all similar then. Really annoys my OCD though!

        • aspirepranesh on 07/08/2018 - 11:52

          I am with you on the same boat! My wife convinced me to keep it since all of them have the same issue.

          Interesting thing was, at HN, the 55" was looking worse than the 65" and I read on online forums that the 65" models are more susceptible to this issue because of their size.

          Also on a side note, almost all the Sony tv's have that bend in the same spot and I am not sure if u noticed it when you unpacked… the styrofoam cuts off at one point and the bend is exactly at the same spot! and oddly enough, they are all bent forward and not backwards! My guess is also on how the actuators sit!

          I am hoping when you're watching the tv front on, its not too much of a distraction.

        • Tommo53 on 07/08/2018 - 12:06
          +1

          @aspirepranesh: I can't notice it when watching the TV; I do unfortunately walk into the room side on to the TV. OCD nightmare haha

  • rompastompa on 07/08/2018 - 11:52

    Maybe it's the jellyfish trying to rematerialise itself.

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