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

    • +7

      False equivalency!
      How often does anyone look at the back of their fridge? And who doesn't like an artisanal roach in their brew?

      A TV screen, on the other hand, is designed to be, I dunno, watched?

    • +3

      Cute but no,
      it would be more like if the cockroach could get into your fridge, otherwise making it unfit for purpose.

      Just like this poor blokes TV. It’s not fit for purpose if an insect can get inside and obscure the display.

      The screen panel should be sealed well enough to prevent insects getting into the panel. The manufacturers are well aware insects are attracted to light and build them accordingly.

      The unit isn’t fit for purpose.
      OP you’re well within your rights to go to consumer affairs.

  • +5

    I bet that fly could tell some stories….

  • LG is the same… they are all too happy to take your money but when it comes to complaints - they show their true RGB

  • +29

    I used to work for the only Authorised Sony TV Repairer in Vic and can tell you a few things (we also dealt with Samsung, LG and Generic Brands for Aldi, Kmart, JB etc)

    Sony has one of the best warranties in Aus IMHO
    The way they will bend over backwards (saw it over and over again) to help customers even when warranty had expired is part of the reason i only buy Sony TV's now
    They are 100% correct, if you have insects inside your TV, then yoy be definition have a insect infestation which is NOT covered by your warranty.
    The fact that insects can get inside is not valid under your "not fit for purpose claim" the design of the TV has to allow for venting of heat and as such insects will have the ability to get inside, its not Sony's responsibility to keep your home insect free to avoid infestations.

    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.

    and THIS is why i always buy Sony TV's ..your TV is no longer covered under a warranty, it will cost you money to have it repaired, they offer you a massive discount on a replacement TV… i can tell you from what i saw when i worked in the industry.. NO ONE ELSE does this.. NO ONE!

    Oh and good luck fighting it
    every brand excludes bug infestation from their warranties
    you have a bug infestation which means they are within their rights to refuse to fix

    • +3

      infestation:
      a large number of animals and insects that carry disease, that are present where they are not wanted

      ingress:
      the act of entering something

      One of these things is not like the other!

      • +1

        General Exclusions and Limitations
        2. To the full extent permitted by law, but subject always to 1.1, the Standard Warranty will not apply:
        2.3 To damage, malfunction or failure resulting from alterations, accident, misuse, abuse, fire, liquid spillage, mis-adjustment of customer controls, use on an incorrect voltage, power surges and dips, thunderstorm activity, acts of God, voltage supply problems, tampering or unauthorised repairs by any persons, use of defective or incompatible accessories, the operation of a computer virus of any kind, exposure to abnormally corrosive conditions or entry by any insect, vermin or foreign object in the Product.

        An insect has entered the screen, not covered by warranty

        • Fortunately ACL deals with reasonableness and it isn’t as simple as pointing to some T&Cs to avoid liability. The product sounds poorly designed.

          • @kipps:

            The product sounds poorly designed.

            No it doesn't, and it happens to other brands of TVs too.

            The TV isn't IP rated and needs to be able to ventilate to keep cool.

            It is unfortunate however it is not reasonable that all TVs are perfectly sealed to prevent ingress of all foreign debris. If you need that then buy an IP rated TV.

    • Best response in the thread. Thank you for being the voice of commonsense here.

  • +1

    gonna need a pic

    • It's already been posted

  • Just released, the brand new Sony Brauvia with built in bug zapper.

  • +8

    I can understand OP being upset, especially when 'insect infestation' is thrown around for a single fly.

    However, no matter how clean you keep your house a random insect can and will get in and do whatever it wants and usually go wherever it fancies.

    If a gecko gets into your AC unit and fries it, you can't expect the manufacturer to cover it for you.

  • +4

    I claim if an insect can get inside the screen, the TV isn't 'fit for purpose', plus a whole heap of other stuff,

    That's a ridiculous stretch for "not fit for purpose".

  • +1

    That's why I buy 500$Tv. If they fry the wallet does not go thru à diet

  • +15

    Be careful. Don’t have sensitive conversations. Seems your tv has been bugged.

  • Maybe try and hit it with a fly swatter.

  • +1

    How good was that breaking bad episode in regards to the fly?

  • +7

    Unfortunate position to be in, but pretty unfair blast against Sony imo.

    I own 3 Sony TVs purchased over the last 9 years, all 3 still operating smoothly throughout the house.

    Went through the full troubleshoot, repair and replace cycle on the latest one, and I was 15 days outside of warranty when I made the claim! So pretty good experience on my end.

    Also for what it's worth, I live in regional QLD and no flies!

  • +3

    I would try lightly vibrating the screen to try and get the bug to fall below the viewing area. Might work better when the fly is more desiccated. I'd try vacuuming/blowing as a last resort, as you may introduce dust into the viewing area. Also some compressors blow out tiny oil particles, and compressed air cans usually have hydrocarbons that might delaminate the panel.

    Feel sorry for OP, I would be pretty miffed too.

  • +8

    You need to encourage a spider to crawl in there to deal with the fly problem…

    • +4

      I was just thinking if you could capture a few of those tiny ants and introduce them into the TV, they might track it down and drag it out. Or they might form a colony in your TV. Both outcomes would be an interesting party topic OP, you'd be stupid not to.

      • +4

        I tried that. Sent another ant in to get the first one; he ate half and proceeded to die as well :(.
        It was like a failed cave rescue, sadder and sadder at each twist and turn.
        Sony wouldn't assist either, even though I professed 1 1/2 ants doesnt constitute and infestation. Damn tv cost me a months wages.

        https://ibb.co/Jppfgj1

        • +1

          Wow, top marks for audacity! Pity it didn't work out. At least Elon Musk didn't show up and accuse the ants of being paedos

    • +5

      But putting a bird in there to get rid of the spider might be challenging.

      • +3

        Well that's when you need to get a cat…

        • +1

          Then it'll be the cane toad problem all over again…

  • +2

    Have you asked the fly to move out?

  • +3

    I'd like to be a fly in a TV to listen in on that conversation.

  • +1

    Get a vacuum or air blower into those big gaps.

    This fly would be fried already if it was a plasma tv.

  • If the fly is alive, feed it some lead granules.

    Then when it dies use a magnet to move the corpse to the closest exit area and vacuum out.

    • +1

      lead no attracted by magnets need gravity think black hole singularity should do it

  • Try going to consumer affairs or fair trading and argue that it is a design defect. That would be the only issue you could try and get them on.

  • +2

    Get a baby lizard in there.. make sure to tie a string to it's tail

  • +1

    This issue is not unique to Sony, you can google stories with other brands as well, so it seems the screens are not sealed for a reason, so maybe your advice should be don't buy a tv?

    • -1

      CRT screens are sealed ;)

  • +2

    If you've ever had someone refuse your unreasonable warranty/return request? This course is for you:

    Udemy presents: Take your Karen skills to the next level. When standard Karen isn't enough.

  • -1

    Thanks to all who commented… appears to be two trains of thought - If I get no movement w/Sony I'll do my best to take it further - my $200 swag has a fine mesh to keep such small insects out and works a treat, I'd have thought a 2.5k$ tv designed for 'watching' (as earlier said) would be built to ensure this wasn't possible.. apparently not. If no traction I'll try mechanical vibration possibly - give it some time to dry up first, many with this issue had reported the fly(s) falling out after a while.

    I'll stick with the modified thread title, it's my opinion - I wouldn't recommend buying a Sony tv at this stage w/my experience. I've read the oled screens don't encounter this issue, but judging by some of the comments on here maybe it would be totally acceptable for a 3k,5k+$ tv to get insects stuck in the screen… maybe need to do some more research regarding this.

    TV Model: KD75X8500G

    • +15

      Have you considered using some kind of shrink ray and going into the tv panel yourself to remove the fly?

    • Pay a repair man to remove it or dissasemble it yourself.
      Its not a warranty claim
      /thread

  • +2

    Sony's support is one of the worst in the industry. I had issues with my WH1000XM3, the support person I was taking to did everything possible to avoid fixing the issue. I was hearing a clicking sound from the left cup when moving, I was told:

    1. It must be the music you are listening to
    2. Electric interference
    3. You are not supposed to listen to in the train
    4. You are making it up

    I insisted on getting it repaired, in the end I was threatened with service charge if no fault was found. I went ahead with it.

    Service centre found an issue with hardware, so eventually I received a replacement. But I don't want to go through the pain of dealing with Sony support again.

    • Service charge is standard practice with all companies not just sony. Its there to stop people from abusing the system.

  • +2

    For me Sony TVs have been solid. The first one I bought 15plus years ago is still going strong (dad now owns it). 32" lcd lol.

  • Sony are horrible for service, my 13 month old TV died and they wouldn't do anything but offer a minor discount on a new one. Never buying Sony again.

    • -1

      Sounds like theres more to the story

  • This is very unfortunate. Having worked in branding and customer experience for years my advice is to keep on persisting.
    Firstly ask to talk to manager/supervisor. All correspondence by email. Then be strong but polite in all correspondence, not threats. Be persuasive in that brand reputation is important in a digital influencer based world and that retention and word of mouth are key even for large corporations.
    No one wants to be 'that guy' but the reality is that most companies will automatically say no until they realise it's going to lead to more issues and will budge after a while. Speaking from experience with Sony, Google, Mazda etc who have all u-turned after multiple correspondence.

  • +1

    They're all the the same man this lot of crooks.

    I got horrible service from Samsung. I had 2 failures on RU8000 just weeks into a brand new purchase from JBHifi. TV was randomly turning on plus when turned on it had this continuous clicking sound on the right hand side due to faulty backlight. The final outcome was that they needed to replace the LCD to fix the problem. Samsung deemed this as a minor issue and only offered replacement of the LCD on a brand new weeks old TV. I was freakin furious…… Took months to finally get a refund from JBhifi and eventually ended up paying $1000 extra to get an LG UN8100.

    It's unlikely that LG support is any better though. A quick google on LG support will show the horrible experience people have been having with LG support. They're all a bunch of crooks and the only cleanest way is to get a refund with special emphasis on any add-ons that you may have also purchased like extended warranty.

    • +1

      I had a Panasonic fail, just out of warranty, they were amazing, quick replacement, no hassles… sadly as we all know, Panasonic TV's are no more…

  • +1

    So they've come back again. Pointing me towards the warranty clause whereby they won't cover entry by an insect.

    They've offered the KD75X9500H for $1480… Would prefer they spent the 2.5k difference fixing my tv… going to need to start making some calls… thanks happyhammer for the info, will see what I can formulate…

    • +3

      Now that seems like a reasonable deal, sounds like it's cheaper to sell you a top of the range tv as it would be cheaper then replacing a old crummy 55" panel

    • Sony warranty must be following this thread!

    • +2

      Warranty doesn't trump consumer guarantees. I wouldn't buy am expensive TV if I knew it was designed such that insects would ruin the image so easily.

      • This is exactly what I was saying - it's a design flaw. OP has every right to fight Sony

    • They've offered the KD75X9500H for $1480… Would prefer they spent the 2.5k difference fixing my tv…

      Why?

      You can spend $2.5k to fix your TV and only have 1 TV.
      Or you can spend $1.5k and have 2 TVs

      • He doesn't get to keep the old TV.

  • They state;

    'the best and most reasonable offer we can provide is a very aggressive discount towards a new TV for trade-in as we understand that repairing the TV will not be an economical option for you.'

    Not good enough… $2.5k original tv + $1500 new tv = $4k … the price of the new tv, which could also get a fly in it as they think it's acceptable to not cover in their warranty…going to have to seek further advice, obviously they can't do basic math?

  • +4

    Wow, when I started reading this thread it was a case of deja vu. I had this exact same scenario happen to me. Sony LCD 55 inch TV still in its first year of warranty. A little bug around the size of a medium ant managed to get between the panel and the front cover. This has never happened on any LCD or other TV or monitor I've ever owned. It is clearly a design fault and I explained as much to Sony "support". They gave me the same lame line of this being an infestation. Totally ridiculous excuse for poor design.

    I'm betting most people who have ridiculed this thread would play to a different tune if it had happened to them.

    Sony also offered me the discounted purchase of a new TV. Why would they think I would want to purchase a new TV when I've just experienced that their products have design faults that they simply want to deny?

    I hope you get somewhere OP. I gave up and will be avoiding Sony in the future.

    • +1

      It's not unique to Sony though, when I googled it I found reports from around the world from various brands.

      Perhaps OLED would be a good choice of you're worried it might happen again.

      • I've had 2 failures and now this, within 8 years (LG, Pana, now Sony).. I may just give up on TV's and give a projector a go next….

        • Ha. Well, don't go any projector without a sealed light path, if you do! Got a speck of dust in mine which manifested as a discoloured blob on the screen. Getting that sorted with the manufacturer was a nightmare, I assure you! Ended up accepting a refurbed upgraded replacement, selling that and moving on to a different brand/technology. You might want to consider getting the retailer involved. In my case, they were instrumental in getting any sort of satisfaction out of the manufacturer.

  • +1

    For what it's worth, this also happened to me (65" Sony Bravia).

    Like you I also did some googling and found similar results.
    Also like you, Sony told me this was not covered under warranty.

    Infestation is a strong word and I feel this is a deliberate use of the term by Sony. The reality is, you could have pest control done every year but really only need one gnat to fly into your house at the wrong time for this to occur.

    As my TV was just under 3yrs old at that point in time (I had 3yr warranty), I opted to pay and get a new TV at a heavily discounted price.

    I also made the argument that it's a design flaw and could easily be solved with some mesh.

    I also opted for a technician to come look at my TV. From memory I was quoted $300 for them to take the panel off and remove the gnat, so this is also an option for you.

    • I'll touch base with a local tech and see if they have done this before and what to expect $$… Maybe worth trying for a partial refund… though seems as though Sony don't want to outlay any money, just bring in more…

      • My technician visit was arranged by Sony, so it was a Sony authorised repairer.

        You could perhaps (very carefully) take the housing off and try cleaning it yourself. If the repairer only quoted me $300, I think it's not that hard a job.

        • Wouldn't want to void the warranty… haha.. ha.. :(

    • +1

      Sony do not use the word infestation in their warranty

      General Exclusions and Limitations
      2. To the full extent permitted by law, but subject always to 1.1, the Standard Warranty will not apply:
      2.3 To damage, malfunction or failure resulting from alterations, accident, misuse, abuse, fire, liquid spillage, mis-adjustment of customer controls, use on an incorrect voltage, power surges and dips, thunderstorm activity, acts of God, voltage supply problems, tampering or unauthorised repairs by any persons, use of defective or incompatible accessories, the operation of a computer virus of any kind, exposure to abnormally corrosive conditions or entry by any insect, vermin or foreign object in the Product.

      • A good lesson in reading the warranty before you buy.

      • To quote.. "You're photos have been reviewed by Level 2 support. The findings are insect infestation. This can be booked in for service. However, charges will apply since the warranty voids insect infestation. "

        • Tell them that insect infestation by definition means there are many insects. One or two insects do not mean "infestation".

  • +5

    I expect Sony would ask you to look at the big picture.

  • All my life of owning TV'S and I'm not one to replace them yearly, I have 3 1080p plasmas 55inch lgs and are coming close to 10 years old and no bugs what so ever.

  • +1

    I can’t believe how many people on this forum would just accept the fly. What a bunch of wimps.

    (profanity) that…

    Fight Sony to the death!

    • +4

      No one is accepting the fly. People are accepting that TVs aren't sealed to ip68 specs.

      A manufacturer can not control whether you have insects in your house.

      Open the tv, get the bug out, put it back together. If you lack the ability to turn a screwdriver in an anticlockwise direction, then pay the local tv repairman to do this.

  • +1

    I dont understand how you can possibly blame Sony, Its not a manufacturing fault and its clearly not their fault. You need to accept the fact that its unlucky, or you probably do have an infestation to the point one managed to get in your TV.

    This shouldnt stop anyone from buying Sony and be more of a warning on keeping your house fly free lol

    • It may not be a manufacturing defect, but it's a design flaw. OP has every right to fight Sony

      • +3

        its not a design flaw and he has no right to fight them, hes just being a sook.
        its never the owners fault, there is always someone else to blame right lol

      • +2

        Every TV is susceptible to insects getting inside. Surely not every one of them has a design flaw?

        • I own three TVs and none of them have gaps for insects to get in. So yeah nah.

      • -1

        Nope.

  • +5

    Just had a though that there must be a solution to this fly problem without dissembling the TV. It turns out there already is a 50cent solution, https://www.youtube.com/watch?v=6xF7vrRLMvQ otherwise i would have come up with this device or something like it.

    • Thanks, will try that this weekend!

      • Those suction caps look quite strong. Use with caution.

        I actually tried putting a bit of tape on the screen and pulling it gently in an attempt to dislodge the gnat, it didn't work though.

        • Have you tried a suction cap? They are magic.

      • it's just a suction cup at the bottom of a phone holder for the car.

      • +1

        Oh I hope this works for you! Do let us know!

  • Just bad luck.I have a smart Sony 55 “ for a few years now and still works like a charm 😷👌🏾

  • have you just tried an air compressor can and blowing it out?

  • I think that's unacceptable that there are no photos attached.

    • +4

      I find it's unacceptable that you didn't see the 2 photo OP posted in page 1.

      • That's how some people judge a book. Look at the front cover with the book title and then turn to the last page.

      • -3

        Well… He should have updated the post with the photos so we don't have to read every comment to find a hidden photo. Anyway, thanks for the information; I have now seen it.

  • OP should hire a local health worker to service it.

  • +1

    Had random turn off and restart issues with my 75X9000E, Sony replaced motherboard 2 times but that didn't solve the issue. After putting up a big fight with customer care they accepted to replace the unit. I pushed for a refund instead and succeeded. Took more than 6 months to get refund after returning tv. Keep pushing but YMMV

  • This can happen?! What do I do to my TV so this doesn't happen?

    • If you submerge it in water then insects cannot crawl in.

  • +3

    Once had a rat crawl up and die laying between 2 pipes of the exhaust headers of a Honda Accord. Car stunk like burning rat fur and seared rat flesh every time the car was driven.

    When I eventually got under the car and tried pulling it by the tail it’s tail came off and guts spilled out. When I tried the other end pulling by the noggin it’s head came off. Crispy on the outside, gooey on the inside.

    The point is, Sony wouldn’t provide me a new rat due to them deeming it to be an environmental issue.

    • Are you sure that Sony wouldn't provide a new rat?
      It would be cheaper than a new TV

    • -2

      Cool story, bro.

      One minor thing tho, you're equating a CAR designed with lotsa holes and curved bits…with a TV. If the rat got into the ECU, you'd have a point in addition to a cool story.
      Bro.

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