Don't Buy a Sony TV! (A Fly Got into The Screen, and Apparently, That's 'OK')

Just a warning to others… regarding Sony & warranty claims…

Just under a year ago, bought a $2500 Sony Bravia Android TV… love it overall, but…

Last week, noticed a fly on the screen, turns out the fly is in the screen, can't remove it…

  • Make a warranty claim, they claim 'insect infestation' voids warranty, I corrected them on the word 'infestation' (and kindly reminded them I live in Tas, not nearly as many 'insects' as QLD).
  • I claim if an insect can get inside the screen, the TV isn't 'fit for purpose', plus a whole heap of other stuff, get an email asking for more personal info for a refund, but in the meantime..
  • Sony rep calls me today, offers me a new TV… ok I'm happy (for 20 seconds), then says they offer me to purchase a new tv from them, at a discounted price of $1900 for a tv they claim is worth $3600.
  • This would mean the $2500 + $1900 ($4,400) for a TV worth $3600 with no fly stuck in the screen!

I'm beyond words.. naturally at this stage I just want a refund, as the rep even claimed their screens can't be 'sealed' due to heat dissipation issues.. again I believe this in turn means not fit for purpose. $300 TV from BigW my daughter has, no files, LG and 2 x Panasonic before the Sony, no flies…

Anyone else experienced such horrendous support when it comes to a claim with Sony? Naturally I'm going to fight it, lost all confidence in a brand that made what was a much loved tv… Very disappointing!

Edits:

  • Fly only just moved in within the last week, it's more of a gnat than a 'fly' (tiny, looks more like a few dead pixels from the couch).
  • Clean, modern (2012), fully sealed house, no pool's, spas or pet feeding indoors (no cats).
  • Common issue with Sony replacing numerous TV's (outside of AU), a google search 'sony tv fly in screen' will give a number of these.

Comments

  • +15 votes

    I just want to know how you could not see the fly for a year!?

    • +4 votes

      LOL must be one of the Louie Mcfly families that survive the Mortein assault :)

  • +2 votes

    I heard of fly on the wall, idiom.

    Fly in the TV screen, that’s must be a 2021 idiom.

    Are you sure it is not a listening device? /s

    Did something died in your TV room and your didn’t realise?

    Please show as the photo.

    • +86 votes

      Sounds like a bug, not a feature.

      •  

        Ok not WAD then.

  • +4 votes

    I wonder what would happen if the tv was purchased from Costco, my understanding is their return policy is ridiculously good for the buyer, if within a year.

    •  

      Generally yes, but they've shortened the warranty to 3 months for electronics returns.

      I'm not sure if TVs fall into that category though, so it's probably worth checking.

      •  

        Done about 1.5 years ago. Brand new Song OLED developed a red line (in ~two months), told them about the issue - was offered cash or swap. Took swap. So far happiest TV watcher on green earth.

  • +13 votes

    You got the TV, now watch the Movie.
    https://www.imdb.com/title/tt0091064/

  • +52 votes
    • +5 votes

      Damn, that would be really annoying.
      Personally I have had really good experiences with Sony and their returns policy, with a number of returned/replaced items. One of the reasons I keep buying Sony actually.
      Have you checked whether you can be escalated to a supervisor.
      The last time I had a little bit of resistance (5 year old ps3 died, wouldn’t turn on), I asked for a supervisor and started quoting Consumer protection laws, major fault, not fit for purpose and refund or replace. They ended up replacing the ps3.

    • +1 vote

      If you tap on the fly gently will it fall down?

    • +1 vote

      At least no false advertising by Sony, you could still go fly fishing with your tv.
      https://youtu.be/un3lKiZ302k

    • +11 votes

      Word of warning, whilst it might seem like a good idea to send some ants in to fetch that fly, it won't work. I sent an ant in to fetch his friend, ate half and died in there too.

      https://ibb.co/Jppfgj1

      • +1 vote

        This is a brilliant idea, but maybe you should have done a TIFU on Reddit about it ;)

    •  

      OK I get a fly climing in the edge. How on earth does it go that far in before getting stuck?

    • +9 votes

      I had this problem once on an lg TV my solution was to use the suction cup end of a nerf bullet to gently pull back on the outer screen, the bug then fell down to the very bottom where you could no longer see it.

      Don't press on it whatever you do or it will squish and be very hard to remove.

      Might be worth a shot if Sony wont play ball, but obviously do so at your own risk.

      • +1 vote

        Give this man a medal!

  • +16 votes

    It's a stretch for warranty given that the device is functioning as per manufacture. If you pulled it out of the box like that, different story but it's a year in the wild.

    You may have better luck with whatever retailer you purchased through if they're willing to take a hit for goodwill.

    Insurance may cover it with an excess, depending on policy, particularly if it was being 'moved' to another room…

  •  

    “The Fly” is good movie. Enjoy🦟

    https://www.youtube.com/watch?v=NTZhrwR7CoE

    https://www.youtube.com/watch?v=Z-V3X963DRI

    Or maybe get pet spider kill and catch the fly🕸🕷

    • +5 votes

      Damn. For an instance I thought your 🦟 emoji actually was a bug inside my phone 😆

      •  

        Unless your phone is a Sony, it's unlikely.

  • +77 votes

    Pic2: https://imgur.com/a/mbdtEwd

    I get what you guys are saying, I think if it was your TV you may have a different opinion… my opinion is that an insect should not be able to enter the screen - also this is not an isolated case, naturally I googled it and it's common with this brand of tv, I see it as a manufacturing oversight/defect. In my 16 odd years of owning LCD's in various formats, I have never seen this nor would 'expect' it to be even possible.

    • -71 votes

      You see it as a manufacturing defect. No one else does.

      • +58 votes

        Speak for yourself. I would agree with OP that if the TV was designed properly this shouldn't happen.

      • +21 votes

        100% a manufacturing defect. Poor design of the TV is a defect.

        • -19 votes

          If this happened to hundreds of TVs, sure. It didn't. It happened to this guy and about 5 other people, across multiple brands.

        •  

          I had a LG monitor that ants could get into between the layers. I made the mistake of squishing one in there, then lured the rest out with sugar in a bowl below it. Ants are one thing, but a fly? Thats much harder.

      • +6 votes

        It is a manufacturing defect. Sony should acknowledge and repair it.

      • +14 votes

        Might be semantics, but this would be a design defect rather than a manufacturing defect. Manufacturing defect would be if the fly got in because some part was left off during the build of the device.

      •  

        What do you see it as?

        • +5 votes

          Environmental issue. Animals work thier way into many things and often cause problems.

          If a mouse gets into the walls and chews a power cable, it's not the builder fault.
          If a gecko get's into the ventilation of the TV, dies and stops a fan working, it's not the manufacturers fault.
          If a snake gets into a desktop, it's not the computer techs fault.

          There may be no-one to blame, but it's not the manufurers fault.

          •  

            @dizzle: You just made me look at my desktop, and it would have to be a tiny snake, really tiny to get into my desktop.

          • +6 votes

            @dizzle: All those example assume that the vendor did their job right and there wasn't gaping design flaw that they failed to properly disclose. Here three scenarios

            1. If a thief break into your new car that is locked. it is no one fault (except the thief) so not the manufacturer fault.

            2. If a thief breaks into your new car that is unlocked. It is your fault or whoever left it unlocked, not the manufacturer fault.

            3. If a thief breaks into your new car that didn't have functioning locks because of the design of the locks and the manufacturer failed to properly disclose to you prior to purchase. it's sure as shit the manufacturer fault.

            Off the three scenarios, I really feel like OP's situation is closer to 3 than 1.

            •  

              @ceroau: No, because your three scenarios are predicated on a criminal offense perpetrated by a human. It's not analogous to a situation involving animals.

              • +2 votes

                @Charmoffensive: It is so, because it not about the crime, it's about the function of the equipment in the analogy but alright it a simple change

                1. If a mid/large animal get into kitchen and trashes it even though the back kitchen door is locked. It is no one fault (except maybe the animal), so not the manufacturer fault.
                2. If a mid/large animal get into kitchen and trashes it because the back kitchen door was left unlocked, it is your fault or whoever left it unlocked, not the manufacturer fault.
                3. If a mid/large animal get into kitchen and trashes it because the back kitchen door didn't have functioning locks because of the design of the door/lock and the manufacturer failed to properly disclose that fact prior to purchase, it's sure as shit the manufacturer fault.

                Analogous enough for you?

                • +1 vote

                  @ceroau: Interesting discussion.

                  If a mid/large animal get into kitchen and trashes it because the back kitchen door didn't have functioning locks because of the design of the door/lock

                  What about if an animal got in because even though there was a handle, there was no lock on the door in the first place? A smart/lucky animal can still get in. Poor design perhaps, but what if the door was on a shed instead, which could be expected to be located where there are no animals, or very few.

                  If there was a plague of insects (like can happen in a tropical climate), would the user expect a refund if one of them gets stuck in the screen? I'd say prob not. Instead they could possibly claim it on home insurance. Maybe that's an avenue to pursue.

                  I do think, though, that it shouldn't be that hard for the manufacturer to fit a flyscreen over the vent holes. Especially with so much money at stake.

                • +1 vote

                  @ceroau:

                  If a mid/large animal get into kitchen and trashes it because the back kitchen door didn't have functioning locks because of the design of the door/lock and the manufacturer failed to properly disclose that fact prior to purchase, it's sure as shit the manufacturer fault.

                  Actually, no it wouldn't. If a manufacturer designed a door lock to keep humans out and it achieved that task, it is not the manufacturers fault if a bear smashes it off and gets inside.

                  Your argument is predicated on the idea that TV manufacturers should reasonably foresee a fly getting into the device. I don't think that argument would hold water in any court of law.

      • +1 vote

        Ever heard of fit for purpose? I suppose not.

      • +2 votes

        I can't believe the downvoting here. If the TV didn't have holes it would catch on fire.

        It's like saying a mouse in an Aircon is a defect.

        •  

          No one is saying the entire TV should be sealed, but it's common for LCD screens to be physically attached to the front "glass" with no gaps. Probably because if dust gets in to a gap there it would ruin the image and be impossible to remove…

          This one has a gap that's not sealed for some reason - maybe edge lighting?

          I'd be very interested to see if anyone can find a cross section or schematic diagram that shows why there's a hole.

    • +21 votes

      I agree i would not be happy. If a fly can get in its a bad design. Yes it needs ventilation but have they ever heard of in invention called a fly screen, plenty of design ways to prevent this type of thing. A TV is a light source so its going to attract insects they should have thought of this in my opinion. Yes probably doesnt warrant a brand new TV but they should at least offer to come and remove the fly somehow (as it seems its fairly rare occurrence with any luck you wont have same issue again). Good luck

      • +3 votes

        Yes it needs ventilation

        What? Heat is transferred by convection, conduction or radiation. You will have minimal convection in a 5mm gap (how double and triple pane windows work), no conduction and radiation is fairly inefficient in comparison to conduction and convection.

        The gap is there because Sony decided to cut costs by using two separate pieces of material. Sony decided to cut costs further by not sealing the gap.

        We agree Sony should replace the TV at no cost to OP.

    • +2 votes

      Looks like poor design rather than a manufacturing defect.

  • +8 votes

    Lol I needed a good laugh

    •  

      Not sure why the neg. I thought it was pretty funny too. :)

      • +2 votes

        Yeah absolutely.. it may be unfortunate circumstances but you can't just unload on the manufacturer for something they didn't do, make demands and tell everyone not to buy Sony TV's for one personally bad experience compared to multiple great experiences encountered by others buying Sony TV's.. there's a reason people buy Sony TV's over TCL etc..

  •  

    I recommend you do indeed get the tv from Big W you're talking about.

  • +2 votes

    If I can get a refund, I may well do just that, obviously 2.5k is silly money for such rubbish.

  • +8 votes

    My Sony TV is over 10 years old, no flies.I live in bug-ridden Queensland, in an old draughty house with cats. Perhaps that's your problem.

    Seriously I wouldn't expect any company to cover an appliance if an insect got inside. Perhaps your insurance? I know RACQ will cover for things like geckos frying the circuit board, not sure about their policy on flies though.

    • +2 votes

      Will check with the insurance co.. lucky you to live in Queensland and still have a tv from an era when they were built to much higher standards, but it's pretty much the only appliance I would expect such small insects to not be able to enter. If it was common, accepted and known to be accepted by a brand that insects can get into the screen, I'm pretty sure you'd see that brand's sales of TV's plummet pretty quickly.

      • +2 votes

        Either take the rear shroud off yourself and give it a quick burst of compressed air or pay a technician to do it. The fly probably isn't in the lcd layer itself, as that would suggest there is a leak.

        •  

          I was going to suggest the same thing. If the fly managed to get in there, then it must be possible to get the fly out again!

    •  

      You might have a different model with smarter design

  • +32 votes

    No one is going to replace this TV for you. Find where the fly got in and tape your Dyson to the hole and suck it out.

    •  

      spot on.

    • +54 votes

      Can't, the Dyson is dead because a Gekko got into it and short circuited some bits. Dyson won't replace it!

  • +3 votes

    I still buy Sony TV !

  • +3 votes

    My is Sony too. love it.

  • +32 votes

    Ridiculous thread. Why should the manufacturer cover insects from your house making their way inside something. Of course a tv can't be sealed, where would the heat go?

    Take it apart yourself, remove the fly, put it back together, carry on with your life.

    • +1 vote

      Spot in. People are so entitled, if something extraordinary happens, deal with it yourself and stop expecting other people to sort out your garbage.

    • +2 votes

      Other models of TVs manage to avoid this though.

      • +10 votes

        Confirmation bias, it likely to be equal chance to happen to all TV's. I don't for a second think there's some kind of global Sony TV/fly problem occouring.

        Google 'fly stuck in TV' - first result is for a Panasonic

      • +9 votes

        Only according to op.

        If you search "insect inside Sony tv", you get mostly Sony results.

        If you search "insect inside tv", you get reports of it over various brands, as well as monitors and laptops.

    • +2 votes

      Could be designed so that heat is dissipated through the back and so there isn't a gap between the panel and the screen. Not crazy to assume the design is such that nothing can get between the panel and the screen.

  • +21 votes

    Not being a shill for Sony, but they agreed to have a service centre take a look at my out of warranty unit. They didn't expressly say they would pay for it, but they didn't outright tell me that "tough luck, it's out-of-warranty." It was more along the lines of "Let's see what the technician says and then we can proceed from there."

    I get to the repair centre and get it checked. Turns out it was the power brick (which was my original suspicion). The technician just gives me a another power brick and tells me that he'll take care of the paperwork with Sony and sends me on my merry way.

    Just wanted to share a positive experience. The Bravia unit is in it's 7th year now and still works perfectly.

    • +4 votes

      Have a similar positive experience. My KD-60X6700E purchased direct from Sony in April 2018 died suddenly 2 years 4 months in. They replaced it with an upgrade KD-65X8000H within 3 business days with no fuss whatsoever. Bigger screen, better spec and double the RRP without asking for a penny. They even sent me the new one before they collected the old one. Very impressed with their service.

      • +3 votes

        I too got a similar result. My 2016 X80D died after four years (bought in 2017, fault with the panel in 2021), and I thought it will be a pain but tried my luck anyway. Two emails with the usual troubleshooting steps later, I get a call and they replaced it with a 2019 X80G. I sent email on a Sunday, got the phone call on Tuesday, and TV received on Thursday. Just sent the old one back and all is well. Considering this was a budget $700 TV that died after four years, getting a new replacement (even if it is a discontinued model), was exceptional service.

        Yes, a TV should last more than four years, but I've read plenty of posts where Sony, Samsung, LG etc flat out refused to do anything for more expensive TVs that failed in less than two years, so this was a pleasant surprise.

        •  

          Gee.. I'm still on my Sony from 11/2010. Do you think Don't would send me a replacement, if it refuse to switch on? 🤣😅

      •  

        Yeah my 2016? KD-65X8000H has a bug in the screen. It's more common than people seem to realise here I think?

        I paid $4k at the time, disappointed to be honest.

      •  

        Same 60 inch Sony, around 3 years old, said to sony customer service I dont believe a $1400 tv should fail after that short time, they arranged a tech to come out and replaced the entire LCD panel didnt pay a cent.

        Mark

    •  

      I had a main board go in my 65inch Bravia 6 or so years into ownership. Cost $300inc labour for replacement board. Hardly think that's unreasonable at all.

  • +5 votes

    I love Sony's TV software and panel technology. Always get quality shit from them when I spend more than $1000

  • +3 votes

    Hold the tv upside-down and gently shake the fly out. Or wait a month until the fly is dried out then do it.

    •  

      Yeah this is what I'm thinking - if the case is open so that the TV is easier to fix, just crack her open and get the fly out yourself?

  •  

    LOL sony dont owe you anything.

    No manufacturer would help you

  • +21 votes

    It is very unlikely to be within the panel assembly, it’s much more likely to be just between the front glass and panel. I would get an air compressor with drying trap and try to blow it out by blowing into the vent holes. Failing that, lay it face down on a soft flat surface and remove the back cover and use the air compressor.

    Sony replaced my x95g panel one month out of warranty for free when it developed a single pixel,vertical line. They swapped the panel in my house in about 30 mins. Very happy with their support.

    And Sony is correct. A gnat could get into virtually any appliance. It’s not faulty per se, it’s a fully functional tv with a bug inside it. It’s not a warranty issue.

    •  

      or maybe a powerful vacuum cleaner

    •  

      Surely if it was that simple, Sony would do that right?

      I've pushed them for a fix for my 65", no joy unfortunately.

  • +6 votes

    You searched 'sony tv fly in screen' and got a number of hits but you can pretty much replace "Sony" with any other brand and still get a number of hits

    • +2 votes

      I searched on google, let it be known that 5 hits means that it's "not an isolated case"

      Out of the top 10 hits:
      * The first 5 mentioned some form of fly in a sony screen.
      * Another mentioned Panasonic, and another a computer monitor
      Checked the next couple of pages and only 2 more mentions.

      This out of how many Sony TVs sold per year?

    •  

      The only other TV brand I've seen at JB with a similar issue was soniq TVs having ants inbetween the panel I pretty much laughed and gave them a new panel this was like this from factory !

      • +2 votes

        I would expect that from a TV out of the box, as it may even be a storage/transport issue rather than manufacturer, but not the customer or their environment.

        I had someone try to return a speaker infested (and I mean infested) with ants, saying that it was a manufacturer fault because it's "well known" that the glue used attracts ants, citing google as a source. Saw one article from 8 years previous.

        It's amazing what people will claim is a "known fault" or "common issue" because they see 10 cases (out of maybe millions of units sold per year).

  • +16 votes

    I'm still waiting for Campbell's to replace my tinned soup after a fly flew into my mug.

  • +1 vote

    Maybe a title of this thread could have been: Sony thinks fly is worth $800, very phoney

  • +2 votes

    I also have a fancy newish sony TV and my problem with it is that all HMDI ports will stop working all at once. It's a bit of a hassle to fix it (unplug everything from HDMI ports, turn off for 10 mins, turn on, and the plug the HDMI cables back in). It happens every few months. It's a very common problem and has definitely made me reconsider buying Sony in the future. Sony TV Is very very nice though.

    Also live in QLD and no fly issues. Really unlucky for you. I have thrown away appliances before with insect infestation (coffee machine, dishwasher) - it just happens sometimes.

    • +1 vote

      It's a bit of a hassle to fix it (unplug everything from HDMI ports, turn off for 10 mins, turn on, and the plug the HDMI cables back in).

      Flies sometimes get in the way of the connections. You've got to unplug everything and give them 10 minutes or so to fly away.

  • +6 votes

    What model is this?

    The panels I've seen are all edge sealed LCDs. Literally no air gap at all. No 'glass in front'.

    I've never taken apart a FALD panel though, or an OLED. This one is a FALD panel, am I right?

    The only air gap I know of is behind the LCD, in front of the backlight defuser. That is a rigid plastic sheet that lifts off the rear of the panel (but is usually taped around the edge). Unless the tape on this model does not extend all around this sheet, the fly might be behind it. However if that is the case, the fly would be grey and unclear. That would mean it is just inside the LED light box behind the defuser sheet.

    Is the fly very clear? If greyish, the fix is to remove the bezel using the right spludger in a clean space, lift the screen, and let the fly out, or remove it carefully with a lint-free cloth. If it is black and clear, you might need to lift the edge of defuser sheet nearest the fly to remove it.

    • +1 vote

      Actually that's true. When my panel was replaced, there was nothing in front. The panel is fully sealed with tape all around.

      •  

        So the fly was in the light box then? At least it would be easy to remove, just unscrew and lift off the rear, and take it out… Easier than returning it…

  • +2 votes

    New low for reality TV?
    Seriously, bad design from a self-proclaimed market leader. I've never had this issue with Soniq, two Samsungs or current Ffalcon, here in northern Tassie with flies, midgies, mozzies, moths, those little brown spring season bugs you get sometimes… but I've never wall-mounted a TV, and I believe this may be a contributing factor.
    More research on insect behaviour is required, but I'd suggest it's easier to go from wall to an accommodating slot on a wall-mounted TV.

  • -3 votes

    I never bought any Sony items anymore since I bought very expensive Sony camera that couldn’t focus properly! They are just living on their brand name and nowadays other brands are just as good and some even better. Boycott Sony

    • +1 vote

      In some ways Sony products have been reduced in both quality and price to meet the market and chase 'budget' buyers

      Very evident on stereo systems, headphones and even smartphones

      Very disappointing

  • +4 votes

    Its like complaining about cockroaches in the back of the fridge or in the coffee maker.
    Whose fault is that?

    OP should change the heading of his post as it surely will only bring embarrassment to OP and nobody else

    Everyone knows Sony TVs are up there with the very best!

    • +2 votes

      Well clearly it's the cockroach's fault.