Received Damaged TV from Sony
Last edited 13/03/2019 - 18:01
Bought Sony KD65A1 65" OLED TV from the following deal:
When tried to take out the TV, found the back side was damage. My neighbour was helping me and damage was pretty much clear when we were taking the tv out.
Packaging itself was loose but there was no visible sign of damage to the box itself.
Contacted Sony and they have sent a picture which they mention is from their workshop prior sending the TV:
Picture does not clearly show any number and only visible difference is red dot which is not on my tv.
Sony is refusing to cover it and keep forcing the blame for damage on me.
Response from them:
Hi XXXX, Thanks for your patience with this, based off the photos you've provided, and the quality assurance photos from before the unit was shipped out we've come to the conclusion that this damage did not occur while in transit or at our workshop, and is not the fault of a manufacturing defect. I've attached a copy of the photo taken while in the workshop for your information. Unfortunately damage like this is consistent with not unlocking the stand prior to trying to lift it. This creates an excessive amount of pressure at the top of the stand which can cause the back panel to crack. Due to this, we're unable to offer any further assistance in the case of replacing the unit or covering the unit for a warranty repair. However, I've asked our team to reach out to you and offer some other solutions. Please note that this damage is cosmetic and should you not wish to have it repaired out of warranty, it should not affect the performance or quality of the TV. Thanks!
Your Sony Online Team
Sony customer service is appalling. I don't believe that I have caused this damage. I want to get some opinion/comments whether it's worth to take it to VCAT/Consumer affairs or what could be my alternative options? This purchase was through ebay plus memebership and Paypal.
UPDATE 1: Following are the photos from packaging. There is no instruction manual in the box.
230Approach VCAT/ Consumer affairs for support
5Other options (Please comment)