Answering your question: because we're nobody for Sony and they don't respect us at all.

That's how they treat loyal Sony brand customers... sad but true

I have a Sony Bravia KDL-40v -3000 .....It is just under two years old and now I have a constant flickering at the top of the screen which makes it unwatchable. I bought a Sony and paid the eaxtra to get quality.

A joke really........So my question Sony is.....What are you going to do about it because your reputation is at stake. At this moment I will never buy another Sony product and slag the brand off to anyone who asks my opinion.

The stock answer that there is no known problem is untrue because you only need to search the web to see there most definitely is.

I await your reply !

Message was edited by: Stan53

I'm afraid I'm in the same boat. I paid £1100 just over 3 years ago & the screen now has two large 'shadows' on it which are permanently visible, especially when watching football or rugby.

I too have been a Sony customer for many years but would not even think about buying another after this experience.

Just called Sony Customer Service & got fobbed off with the following standard reply:

"There is no known fault with this TV. All we can do is arrange for it to be looked at by our Service Centre but there will be a charge for us to do this"

I was advised to write along with proof of purchase but obviously as 'there is no known fault' on this TV, no guarantees can be given that it will get me anywhere.

How can anyone risk buying another Sony after our experiences with this model?

Hi Leon

Sorry to hear you are having problems with your TV. I think Lee (startthecar) posted the escalation process in the other thread, so I've re-posted it below outlining the steps to get your case looked at in more detail if you are unhappy with the service you have received so far.

Hi

It  is always disappointing to read of any product failure, and with so  many of you sharing similar experiences this is clearly something we  need to address.  However, while I fully understand your concerns at  both the failure of your products and the consequent repair costs, I am  not convinced by some of the comments and advice offered.

In  an effort to clear up any confusion and in order to help each of you  get your specific issues addressed, here are my observations:

Firstly, and this should really go without saying, do not try to repair any product yourself under any circumstances! 

If  the product is still under guarantee, your first port of call should be  your supplying retailer.  After the Sony European guarantee period, and  assuming you do not have an extended guarantee, I would always  recommend contacting our Customer Information Centre (0844 8466 555).

Though  I appreciate that some of you have done this already, but were not  overly impressed with the reply, it remains the single most effective  point of contact within Sony. Having said this, there are inevitable  limitations, for example it is simply not realistic to expect my  colleagues there to be able to effectively diagnose complex faults over  the phone or to instantly recall every product and issue we have ever  had.  However, they have access to all of our service support  departments as well as a very effective escalation process (should it be  needed).

If  you want to ensure your issue is dealt with a little quicker, I would  recommend that you get a written estimate from a Sony authorised repair  agent.  This is usually the first thing we will ask for when looking to  provide any level of assistance outside of the guarantee.  Along with a  copy of the receipt, an estimate allows us to make an informed decision.

It  would be remiss of me to offer any guarantees on how my colleagues will  address each of your issues.  While they all appear very similar, on  closer inspection they could differ greatly.  I can however assure you  that each case will be judged on its own merits.

In  addition, I will speak to the Customer Service Manager and ask that his  team keep an eye out for any escalations relating to these model  numbers.

Any specific questions please feel free to PM me and I will do my best to get back to you as soon as I can.

Best regards
Lee

Hope this helps

Thanks

Sorry, No.  This really does not help me,  I have already gone down the said escalation process and the situation is as clear as day, in summary this was my response:

• Pay £70 for the TV to be looked at by a service engineer
• If Sony feel that this is a manufacturing fauly then they MAY decide to replace the screen as a good will gesture, if they think it isnt their fault then I am left footing the bill
• I will be without the TV for a period 4-6 weeks estimated with no offer of a temporary replacement

It has taken me 12 months, countless e-mails,  hours of my own time to get this far! Is this what people should have to do if they spend £1000 on a Sony TV and it goes kaput after 2 years.

This is not a resolution,  its more of a fob off.  Customer deserve more respect and should not be the ones who have to do the chasing to get these things sorted.

Clearly from the amount of people posting this issue on the forum it is a manufacturing fault.   Quoting things like "we deal with things on a case by case basis" is a poor way of handling this complaint.

The simple fact is that this particular set has a manufacturing fault!  Why are Sony so reluctant to admit this and not take ownership is beyond me.

Please continue to post if you have had this fault as clearly this is not a satisfacory response. The more people we have on board with this the bigger voice we have - thank you!

Just done some research,  apparently some Toshiba models suffer the exact same problem as this se, if you look at the photos it is almost an identical fault (What would be classed as a TCON Faliure).

Toshiba's stance is a world away from Sony's.  they will offer a hassle free exchange for a new TV (of a similar spec of course) or a credit uplift.

1. No need to send to a service centre
2. No need to pay £70 of your own money
3. No wating 4-6 weeks without a TV
4. No intergation over the problem, they understand it is a manufacturing fault
5. They offer a friendly understanding approach to the fault

Why Toshiba do this and Sony dont is beyond me,  it must simply be that Toshiba care more about their customers, show fairness and try to be helpful rather than a hinderence.

Sony please take a similar stance to your competitors, we just want a TV that works ... thats all!