New Sony x95j issue

needsadeal on 20/09/2022 - 22:23
Last edited 20/09/2022 - 22:24

Got the Sony delivered by JB Hifi and saw this issue (spiderwebbed) straight away after switching on. Sent photos to retailer but they said it’s a physical damage. But there aren’t any cracks on the screen. I hear a “clunk” after turning on and screen flickers. Looks like panel is loose

Photo: https://imgur.com/a/lk3cPHf

The advantage I have is I have the whole installation filmed. Shows no pressure applied on the middle

Jb say they are trying to get credit from Sony and is keeping me in the dark
How do I move forward?
1. Do I wait for them to come back, it has already been a week
2. Chargeback via CC
3.Go to ACCC?
4. Worse case, claim via insurance?

Electrical & Electronics

Related Stores

Sony Australia
Sony Australia

Comments

  • Hybroid on 20/09/2022 - 22:26
    +1

    100% physical damage. The inside panel has been broken either in transport or when being taken out of the box. Looks like an impact point on middle-bottom.

    It's very difficult to prove either way, any damage on the outside box?

    • needsadeal on 20/09/2022 - 22:28

      No damage to the box

      • Hybroid on 20/09/2022 - 22:29
        +1

        Did you hold it correctly with 2 people when mounting on the wall? Another common error that could lead to damage. TVs are very thin nowadays and even a small flex could break the panel inside (think glowsticks).

        • needsadeal on 20/09/2022 - 22:31

          Yep I have the video of install. 2 ppl on side of tv No pressure on the middle. Video was provided to Sony and JB

          • Hybroid on 20/09/2022 - 22:32
            +2

            @needsadeal: I would give them another call tomorrow and if still no movement, put it back in the box and take it to a store. Speak to manager and try to get a resolution on the spot.

            • needsadeal on 20/09/2022 - 22:34

              @Hybroid: Problem is it’s 85 inch and won’t fit in my car. I did go to the store and had a word with the manager last week
              They blame saying we are waiting for Sony or the courier company to give them a credit in order to provide me a refund which is what that frustrates me. Why keep me waiting while u sort ur internal process.

              • ESEMCE on 21/09/2022 - 09:30
                +1

                @needsadeal: Sony are very slow to deal with issues.
                You will need to chase the entire way through. Good Luck.

            • solidussnake on 21/09/2022 - 19:45

              @Hybroid: A store won't take it back unless they know they can get a credit from Sony or the courier first as it's not JB at fault

    • solidussnake on 21/09/2022 - 19:43

      Impact is center bottom and that is where the most packing is bottom/top/sides.. seems like its physical damage where a hand is gone astray, just because they have a video doesn't mean they just put it back in the box and filmed themselves looking surprised

  • Sunny84 on 21/09/2022 - 09:38
    +3

    Bummer of a situation and hope you get a positive resolution, I normally avoid this by filming the unboxing process and turn tv whilst still secured in the bottom of the box whilst checking that all is okay before mounting on wall.

  • boomramada on 21/09/2022 - 11:18

    How do I move forward?

    Wait, probably take weeks/months.
    While waiting, keep hassle JB Hifi, tell them footy finials on the way.

    Your option 2, 3 and 4 not gonna make things any faster.

  • needsadeal on 22/09/2022 - 20:18

    I tried turning it on again today. It won’t even turn on. Do I let them know that?

Login or Join to leave a comment
Login Join