Hi,
I have SONY BRAVIA TV Model 55X9000E which was purchased 3 years back on 20.04.2018. Recently when I was watching news on YouTube suddenly its screen goes red, blue, green and white in cycle. At that time I thought it must be a casual issue. So I contact customer care service of Sony for that, first we tried with some boot or factory resetting procedure but nothing works. So he arrange a home visit of a technician.
Now on 20.4.2021, SONY Authorized technicians visit to check the TV, this how they proceed, first they do the same factory resetting which didn’t work. Then they opened back panel of the TV and cleaned it with brush, again same procedure of factory resetting with back panel opened and then firmware update with pen drive and for this too he was taking guidance on the phone from someone. Meanwhile we are asking to how this could have happened. They said sometime it’s because of dust or ants. 15-30 Min later when nothing workout he took the video of the TV and said we will show it to someone and let you know by tomorrow. Again we asked have you seen this problem before to senior technician. He said No, then took the visiting charge and left. Next day I got call that we have to change the panel which is going to cost me around Rs 39000 (Basically at price on which one could buy new 4k Android TV).
Now here I would like to raise few points here:
1. First, the technicians who visited our house seems like he have no idea of how Android TV works. Because he was taking instruction on phone.
2. Second, he was cleaning the TV & pressing buttons just like the old ways of local technician who used to repair CRT monitors. We are here dealing with android device.
3. Third, when asked for reason of the problem he said because of dust or “ANTS”. And then said he haven’t seen this problem before. Really “ANTS”, you are supposed to get logical explanation for your problem but he was too shy to touch the boards. Behaving like he never work on it. The technician seems like he have no idea of android or back circuit boards. He didn’t even check the voltage on circuit boards, etc.
4. Fourth, he come up with solution of changing the panel. If the problem is with screen panel then at least background process should work, channel & any app should open, but here screen is fine, no cracks not even scratch on it, sound is coming but the background process have stop working. How could this be a fault of panel? Without even checking main board.
5. As I said earlier we are here dealing with android device worth more than 1Lakh Rupee. When the technicians tried to shift the TV from the location they pick it up by screen, we had to tell them please keep your hand off the screen. How could an authorized technician mishandle such delicate device? I have the video recording of whole interaction.
I never had any issue with any SONY product, I have used 10 different mobile set of SONY in the past, DVD Player, VIAO Laptop and a TV which also last around 10 years which we sold after purchasing this new TV Model 55X9000E. Surprisingly where our previous TV set last for around 10 years, this new android model 55X9000E worth around Rs 120000 cannot even last for 3 years. If we do the math that’s Rs 40000 worth TV per year which I could easily buy if I go for any competitive brand (i.e. Samsung or LG or Panasonic) but if those TVs too could run around 3 years then also they will save a lot of money. We used to believe that with the price company increase its product quality and provide great service for that.
We are one of the privileged customer of SONY who believe and move by the brand for its quality for which its stand for. Now as we see SONY is launching the new BRAVIA TV line based on Android, How could someone go for SONY product again when he had an experience which is contrary of what SONY stands for? Please take look into this matter and take required appropriate action.
Sony India customer support has been notified about the posted complaint.
