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Discussion Starter · #1 ·
I purchased my Sony LCD TV (KDL-46S4100) on May 27, 2008 with only a 1-year warranty. And on May 3, 2009 I experienced after turning the TV it on for a second then, went off with pictures off but, with sound on (and the standby led was blinking twice continuously).


I called Sony support center, and was advised to unplug the unit from the surge protector for more than 2 minutes then plug the unit directly to the wall. I did what I was adviced and it worked miraculously, and no further advice or course of action was mentioned to me by the support center.


Now, after 8 months the same symptom occurs but, after doing reset and unplugging my TV continue to show the same symptom, without any luck of getting it on.


I called Sony Support Center, and I was told that it was beyond the warranty period so, I have to shoulder the repair fee. Thus, I contacted Sony's affiliate Platinum repair shop. And when the repair guy, saw the symptom and noticed that there motion present in the display without the light, he easily concluded that the backlight failed and I need to replace it.


The total cost estimate for the backlight panel replacement is $2,200. Now, I'm planning to call Sony Center and convinced them that the backlight issue I had was previously there (within the warranty issue), and was not properly solved during the 1st consultation.

(Furthermore, I have pictures and video of the initial symptom on May 3, 2008 that showed it was within the 1-year warranty)


Is there a possibility that I could get a warranty from Sony? I would appreciate very much your advice how to handle this issue.
 

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Quote:
Originally Posted by lamonsasa /forum/post/18131297


its a tough one bro, you can try but nothing is for sure, heck for 2200 you can get a samsung b750 which will blow that sony you got to the deep ocean LOL

Of course the B750 would be better than a S-series Sony. Don't compare a lower-end range to a high-end range LCD. The Sony XBR9 is equally as good as the B750, if not better.

Quote:
Originally Posted by tokyo /forum/post/18131422


Thank you lamonsasa for the advice. I was wondering if anyone have the same kind of issue like me, or have detailed knowledge about consumer protection/right.

Since you have some proof to suggest that you had the problem during your warranty time... then you should do all you can to convince them to give you some sort of discount or fix.

Keep calling them several times
 

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Discussion Starter · #6 ·
Kyjibo,

I also heart that Sony has good support, as long as I could talk to the right person or the upper management to make my issue heard. Or else I'll execute EECB that you mentioned.



bk.secret23,

Thanks for the advice, and I'll try calling them up several time until my issue got positive feedback. And I'm also wondering if there are government agency or non-profit organization that I could report to just in case I don't get a positive feedback.


Thank you again!
 

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Quote:
Originally Posted by bk.secret23 /forum/post/18131597


Of course the B750 would be better than a S-series Sony. Don't compare a lower-end range to a high-end range LCD. The Sony XBR9 is equally as good as the B750, if not better.




Since you have some proof to suggest that you had the problem during your warranty time... then you should do all you can to convince them to give you some sort of discount or fix.

Keep calling them several times

Why dont you read what i said before being rude? i said that he can buy a B750 for $2200 and have a picture 50 times better than the sony he has now.
 

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Discussion Starter · #10 ·
The cost of the backlight panel is around $1,700 and the remaining I believe is for the delivery and the replacement fee.


I don't know exactly why they have to replace the panel, and not repair (replace failed parts) the backlight panel.

Quote:
Originally Posted by Marka1700 /forum/post/18131775


Why exactly does it cost such an outrageous amount to repair the back light?
 

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Quote:
Originally Posted by lamonsasa /forum/post/18131801


Why dont you read what i said before being rude? i said that he can buy a B750 for $2200 and have a picture 50 times better than the sony he has now.

I apologize if I went to the wrong footnote because I never intended to be rude... please pardon my wording.


I guess your past previous posts still linger around my mind
 

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Discussion Starter · #14 ·
Thanks Marka1700. I hope too that in the warranty it includes the "back light panel", because it's not a consumable part like bulbs and lamps.



Quote:
Originally Posted by Marka1700 /forum/post/18131888


I don't exactly understand whats what in a "back light panel' but I know a lot of manufactures where I live exclude bulbs, lamps and tubes from warranty cover. Hope it all works out for you though.
 

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Quote:
Originally Posted by tokyo /forum/post/18131835


The cost of the backlight panel is around $1,700 and the remaining I believe is for the delivery and the replacement fee.


I don't know exactly why they have to replace the panel, and not repair (replace failed parts) the backlight panel.

I also fail to see what the LCD panel has to do with a failed backlight but I suspect that it's just poor wording on their part.

If it's only a failed backlight (the technician said that the image itself was still on the the LCD panel, right?) then I suspect that they could repair it for much less if they would actually care about it (especially if it would cost *their* money and not *yours*).


With this price tag I can only surmise that they are either going the easy way (simply replacing *all* parts remotedly connected to the failure including the lamps themselves) or simply trying to sell you a new TV by making the bill outrageously high so that a repair looks uneconomical.


At this point you basically have two choices:


a) Try to convice Sony that this is a follow-up to the service case while within the warranty period. They *should* have a database entry for that.

If they don't budge try to argue that the price seems way too high (avoid words like ridiculous or outragous) and that you will get a second opinion.

If they are still unreasonable try to get a higher up (or do the EECB mentioned earlier). Tell them that you expect a repair under good will and that they call you back within two days.

If they play deaf you can either go to your Sony Center and make a loud scene in front of the buying public or try (b)...


b) If the "negotiations" fail you'll indeed have to get a second opinion by calling a different repair company and telling them that you suspect that the either power or the inverter board is defective. That way they are more careful when they diagnose the set as you don't seem like an easy target for them...

See what they calculate (for a fixed price repair!) and keep us posted.
 

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???


Tell Sony to go screw themselves, take that $2200 and buy a TV that is better and bigger. Hell, you wouldn't even need to spend the whole $2200 for a better set....why even consider the repair?


I currently own a Sony KDL-40S2000 and an LG 47LH30, the repair cost is 3 times what I paid for my LG and the same price I paid for my almost 4 year old Sony.....don't bother repairing the TV.
 

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Backlight is part of panel, $2,200 isn't unreasonable for a panel replacement. I would make absolutely sure it's not the ballast that is causing the problem if it's induvidually replaceable (sometimes it's also part of panel assy). A ballast replace should run less than $500.
 

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tokyo, your TV started to go bad when it was less than a year old. So, you had one or more bad parts in the TV virtually from the start. I don't know that you can document your call of May 3, 2009, but I would be on the phone with Sony and get to the highest person you can.


I have seen more than a few people who were given the opportunity to exchange their defective Sony with a new TV, usually with some cash along with your old TV.


I would try to make a deal with Sony that they give you a replacement for your old TV plus $500 from you.


One reason to do this is that you don't know if the same thing will happen if you get the Sony fixed. Sometimes you have a part upstream from what is actually failing that causes the backlight to fail. Maybe the ballast, maybe something else.


I would agrue that you know for a fact that Sony has given others the choice of a new TV plus $500 from you and you want the same consideration.


Also, I don't know how you could determine if it is just the ballast without spending more money that could go towards a new TV.
 

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Discussion Starter · #19 ·
Benny42,


Thank you for your advice regarding using sound reasoning during the negotiation.

Quote:
Originally Posted by Benny42 /forum/post/18132336


At this point you basically have two choices:

a) Try to convice Sony that this is a follow-up to the service case while within the warranty period. They *should* have a database entry for that.

If they don't budge try to argue that the price seems way too high (avoid words like ridiculous or outragous) and that you will get a second opinion.

If they are still unreasonable try to get a higher up (or do the EECB mentioned earlier). Tell them that you expect a repair under good will and that they call you back within two days.

I haven't think about going to the Sony Center, and maybe that is an option.

Quote:
Originally Posted by Benny42 /forum/post/18132336


If they play deaf you can either go to your Sony Center and make a loud scene in front of the buying public or try (b)...

Yeah, I guess that will be the last resort when negotiation failed.

Quote:
Originally Posted by Benny42 /forum/post/18132336


b) If the "negotiations" fail you'll indeed have to get a second opinion by calling a different repair company and telling them that you suspect that the either power or the inverter board is defective. That way they are more careful when they diagnose the set as you don't seem like an easy target for them...

See what they calculate (for a fixed price repair!) and keep us posted.
 

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Discussion Starter · #20 ·
Spyboy,


Yes, I believe that talking to a support guy in the phone won't give any positive result so, I'm plannning to request talking to his/her superior. I'll be calling Sony Support tomorrow (Monday).

Quote:
Originally Posted by spyboy /forum/post/18133510


tokyo, your TV started to go bad when it was less than a year old. So, you had one or more bad parts in the TV virtually from the start. I don't know that you can document your call of May 3, 2009, but I would be on the phone with Sony and get to the highest person you can.

This is a very useful information for negotiating with Sony Support. But, I wonder if they ask me about the detail regarding the people I heard of that received those negotiations (replacement TV with $500 payment in return). And if they continue to comment that they have those kinds of negotiations.


Thank you again, and I'll keep this post updated about the result of my negotiation tomorrow.


Furthermore, previously I worked in Japan and I could directly call Japan service center to report the issue as my last option (I could read/write/speak Japanese).


Quote:
Originally Posted by spyboy /forum/post/18133510


I have seen more than a few people who were given the opportunity to exchange their defective Sony with a new TV, usually with some cash along with your old TV.


I would try to make a deal with Sony that they give you a replacement for your old TV plus $500 from you.


One reason to do this is that you don't know if the same thing will happen if you get the Sony fixed. Sometimes you have a part upstream from what is actually failing that causes the backlight to fail. Maybe the ballast, maybe something else.


I would agrue that you know for a fact that Sony has given others the choice of a new TV plus $500 from you and you want the same consideration.
 
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