Handling a Sony TV Warranty Claim

He-Mania on 30/09/2025 - 12:24
Last edited 30/09/2025 - 12:40 by 1 other user

I bought a Sony TV about 10 months ago. At the time of purchase, I specifically asked about warranty handling (since I’ve had bad experiences with Sony support before). The salesperson assured me the retailer would handle all warranty claims within the first 12 months. I could have saved a couple of hundred more at the time if I bought a 'boxed damaged' from Sony direct, but chose to go brick-and-mortar shopping due to warranty handling concerns.

Now I’ve run into a major fault (screen pixelated and lines across it). The retailer told me to contact Sony directly. Only after I pushed did they admit they could handle the claim, but they warned it would “take longer” if they had to act as the middleman. They only acknowledged this after I cited consumer law, and even then, they were pushy for me to not deal with them.

I logged a call with Sony myself due to their insistence it will take longer for them to sort it.

Is this normal practice? Has anyone else experienced the same thing?

Electrical & Electronics Sony TV

Related Stores

Sony Australia
Sony Australia

Comments

  • greencomet on 30/09/2025 - 12:34
    +10

    The retail store should deal with any warranty issues, they're trying to fob you off because it's work for them and they cbf doing it.

    • bargaino on 30/09/2025 - 13:22
      +1

      Yes, legally a statutory warranty is with the retailer.

      But it should be easier for everyone if you go direct to Sony.
      Sometimes manufactures/importers want you to mail an item at your own expense, so its better to go to the local shop you bought it from. But I expect Sony will be better?

      • He-Mania on 30/09/2025 - 13:27
        +1

        Sony wanted me to go through all sorts of hoops to take photos of the panel issue at all the inputs. I said I'll take a few but not every input, I've tested it and all inputs are affected. Its a panel issue not input issue.

        If Sony drag their feet, I'll escalate back to the store.

    • Dr Phil on 01/10/2025 - 17:31

      The point being made by the retailer is that resolving the issue may take longer through them.
      Usually the retailer waits for the supplier's sales rep to call in.
      Then presents them with the warranty claim.
      Depending on the rep's call frequency, it could take anything from days to weeks.

      So the retailer is 100% correct when they warned it would “take longer” if they had to act as the middleman.

      However the retailer should have made it clear that the consumer does have the option either way.

  • Jimothy Wongingtons on 30/09/2025 - 12:40
    +1

    take longer

    Well , it’s true. But they shouldn’t need to be pushed to enact the basic service.

  • Far Cough on 30/09/2025 - 12:43
    +2

    Always takes longer, they have zero interest in rushing it.

    • Muppet Detector on 30/09/2025 - 17:09

      Except now he's got evidence that they seem to be threatening him that they will drag their feet if he insists on them doing their job.

      That'll look excellent should members of the general public (and relevant authorities) see what they think about it.

  • wombok2 on 30/09/2025 - 13:14
    +1

    It's true, depends if you are in rush or not. You are covered by warranty so would you rather:

    A. Sony contacts the retailer THEN the retailer contacts you in their sequence of processing warranty claims.
    B. Sony contacts you

    The only time Ive preferred A is so that I don't have to post the item back to the manufacturer, the retailer did it for me.

    • He-Mania on 30/09/2025 - 13:19

      Ta, ok I went with (A) and will see how it goes. I guess next time I'll just buy from Sony direct if they the retailer are gonna be of no use in the customer support process.

      The retailer has lost a customer - from here on in, I'll only buy from them if its a better price. I paid them expecting a better service.

      • bargaino on 30/09/2025 - 13:22

        Live and learn :-)

      • Muppet Detector on 30/09/2025 - 17:11

        The retailer has lost a customer

        Consider sharing any truthful experience that you can prove, with the general public as well.

  • salmon123 on 30/09/2025 - 14:04
    +2

    The actual problem is neither Sony or the retailer have enough technicians to handle warranty issues themselves.

    Sony will have a list of service partners in each region who handle warranty repairs. Some retailers (like JB hifi) can escalate issues directly to the service partners.

    Lots of the service partners tend to be small/medium businesses (think 5-10 people in the company). They can be overwhelmed with work because they handle on service contracts from multiple manufactures - Sony/Samsung/LG/etc. Any warranty repair ends up being a clusterf**k these days, since the care factor is pretty low from everyone involved.

    Retail sales people tend to fob you off on to the manufactures, because, well warranty claims take up time and that leaves less time to generate sales commissions.

    It's nearly impossible to predict how a warranty claim will go down between one manufacturer/retailer and another. Costco tends to be pretty good with instant refunds, but lugging a big TV to their warehouse can be a pain.

    • He-Mania on 30/09/2025 - 15:00

      Not sure if I should name them at this stage, they are a major national retailer everyone knows.

      • salmon123 on 30/09/2025 - 15:42
        +1

        Never asked you to name the retailer and it's probably not going to make a difference to your outcome.

        They're all kind of sh*t these days.

        I've only had a positive retail experience at Apple and Costco recently.

      • Muppet Detector on 30/09/2025 - 17:13

        Not sure if I should name them at this stage

        Are you representing anything untruthful or that you can't substantiate?

        I can't advise you, but a touch of public exposure may encourage them to consider a different approach.

        Might even be a rep on here who can help shake things up a bit.

      • Typical16-bitEnjoyer on 30/09/2025 - 19:51

        major national retailer everyone knows.

        Then what you do is demand the manager. They will know they don't want an ACL issue, nor it being escalated. The salesperson DGAF.

    • MartinESQ on 01/10/2025 - 07:58

      I don’t disagree with your comments about not enough technicians, businesses being overwhelmed but that’s not the OPs problem. Companies are happy enough to make a profit at consumers expense when it suits them but seem far less willing to pony up the dollars needed to support their product including warranty support. It doesn’t need to be this way - they can make a smaller profit but fund your tech support/ warranty claims properly. We need to stop accepting shitty service from these companies and hold them to account for their product quality. OP hasn’t mentioned timeframes and issue doesn’t sound like a major failure but ring the retailer every day until you get a result. Start costing them time and money and they will focus.

  • plmko on 30/09/2025 - 14:50
    +1

    100% retailer. Escalate it. Ask for a manager or contact corporate if they don't comply.

    Don't contact the manufacturer. That's not what you paid for.

  • Muppet Detector on 30/09/2025 - 17:06

    The retailer told me to contact Sony directly. Only after I pushed did they admit they could handle the claim, but they warned it would “take longer” if they had to act as the middleman.

    Ask them why.

    Ask how much longer.

    Ask for this all in writing.

    Sure, maybe a day or two either side, but once you drop it to them, if anything they should be able to get it done faster because they've possibly got direct lines and don't have to wait in queues.

    Anything unreasonable, go over their heads.

    Even ask a legal type if you can show them this thread and where else you can share your truthful story and publish their statements.

    Is this normal practice? Has anyone else experienced the same thing?

    Probably, but that doesn't mean the seller's dealing either lawfully or in good faith.

    • He-Mania on 30/09/2025 - 17:10

      Me dropping it off isnt a viable option I'm afraid. But given I've now done their bidding and contacted Sony, I might give Sony 3 days and if I don't get a response, I'll draft something to the retailer and escalate it.

      • Muppet Detector on 30/09/2025 - 17:17
        -2

        Me dropping it off isnt a viable option I'm afraid

        From memory, I think they actually have to arrange collection from you if necessary.

        Someone else may know, otherwise I'll have a bit of a look around later on.

        I know where to find it, just can't remember what it says lol

        • He-Mania on 30/09/2025 - 17:18

          The bloke on the phone said to me if they do it, they need to go through Sony on my behalf who will come out, assess and take it further. His theory is that by contacting Sony they cut out the middle man.

          • Muppet Detector on 30/09/2025 - 17:23
            -2

            @He-Mania: No, they're making that up.

            Your contract is with the retailer.

            They need to sort you out and then they sort it out with Sony.

            They're not acting on your behalf. Dealings with Sony is on their behalf.

            His theory is that by contacting Sony they cut out the middle man.

            He's manipulating you.

            His theory is unlawful coercion requiring you to abandon your consumer rights.

            This is even more shameful if it's not some little mum and pop store who doesn't know any better.

  • jonkvh on 01/10/2025 - 07:08

    Wanna know who the Retailer is. Spill the beans.

  • He-Mania on 02/10/2025 - 15:47

    The saga continues – the retailer does not believe dead pixels and a line vertically and horizontally across the screen is a major fault. They insist I need to keep my repair case with Sony. Although the pictures sent and the email was under their 25MB limit,

    Sony said they got the email but not the attachments. But instead of telling me, I had to call them 2 days later to followup. They couldn't answer why no one called me or emailed me back when they first got the email which didnt display the pics properly. Then Sony made me send more photos, as they refused to take my word that it happens on ALL input signals.

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