Disappointed in Sony – LCD TV Servere HDMI Sound Issues (KDL-52V5100)

So the wife and I love to play Xbox 360 together and up until recently we only had a single 32″ LCD TV (Sony) that we’ve had for nearly 4 years and it has been an amazing problem-free TV. We decided to pick up a second Xbox 360 and a new TV and we figured if we were going to get a new TV we might as well get something we really like and ended up choosing a Sony 52″ LCD TV because it’s a beautiful TV, has a wonderful picture, and we’ve had amazing performance out of our current Sony LCD TV. As it turns out our decision to choose the Sony TV was a mistake.

I’ll admit that I didn’t do the appropriate research before choosing this TV and had I done so I likely would have avoided this model but at this point it’s too late to do anything about it. Almost daily the TV will begin having HDMI sound issues where the sound signal loses it’s continuity – it sounds almost as though somebody is muting and then unmuting the sound very quickly once every second or so which is at the least very annoying and it doesn’t stop there. About 5 minutes after the sound begins having issues it will start to cut out for extended periods of time of up to 15 or 20 seconds and then go back to cutting in and out quickly. Sometimes the sound simply drops out all together and doesn’t come back – the solution to all of these problems is to unplug the TV and to plug it back in. We’ve tried simply powering off the TV, switching HDMI ports, switching Xbox 360s, trying other HD input sources, trying different HDMI cables and the result is that the TV has issues.

I hope that this article will come up in a search and help anybody considering this model to choose another less problematic TV. I’m not trying to bash Sony here (they do make some good products) but they obviously didn’t test this TV thoroughly and once the issue was reported they did release a software update that hasn’t fixed the issue. When I called Sony about this they told me that I had the latest software on the TV (which I had already verified on my own) and that there was no solution to the issue.

I uploaded a clip of the TV acting up – it’s fairly long and I do discuss the issues with my wife a little in the background. I was holding an Xbox 360 controller as well as the TV remote during most of the video. I did hit Mute a couple of times during the video to demonstrate that we’re not just muting the sound (it would show up in the bottom left hand corner) and to illustrate that it’s an issue with the TV.

Update – 04/23/2010


So after doing a lot of research and reading I managed to get my hands on a “secret” copy of the firmware for this TV with a release date of 12/04/2009 which is 4 months newer than the latest version on the site and that was previously on the TV.  This came directly from a Sony engineer here in the US and due to the nature of the firmware it wipes out all existing settings on the TV (any customizations made to picture, etc) which is why it’s not posted on the site or so that is what I was told.

I’ve installed the new software, tweaked all of my settings back and so far so good.  We played about 5 hours of Call of Duty: Modern Warfare 2 without any HDMI audio issues and personally I think the picture looks brighter/better than it did previously but that could just be me looking closer than I did before.  I’ll definitely update this post in a couple of weeks after I’ve had enough time to conclusively say that it’s resolved the HDMI sound issues and if that’s the case I’ll make a download of the firmware available.  If you have this TV and want to try the firmware drop me a comment and I’ll get it over to you via email.

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38 responses to “Disappointed in Sony – LCD TV Servere HDMI Sound Issues (KDL-52V5100)

  1. I have the same TV and am having HDMI sound issues like you wrote about

    I would like a copy of the secret firmware

    Thanks in advance

  2. I have the same problems. How do I get the firmware? This is driving me crazy. I can make it stop by switching to surround but now sometimes hair had a purple tent. This TV is only about 3 months old. Frustrating since I paid more for Sony!

  3. @Katherine – Unfortunately the firmware did not resolve the issue. I ended up trading in for a Toshiba however I’ve now settled on a Samsung.

  4. I wish I’d found this before buying the TV — I have the same HDMI issues. Sony has lost me as a customer for life over this one.

  5. I fought with Sony about this model’s HDMI sound issues for about 7 or 8 months. They sent a tech to replace the motherboard twice…on both of my v5100 tv’s (I have a 40″ and a 52″). It seemed like Sony was trying to make efforts that they knew wouldn’t fix the problem with this flawed model until my warranties finally expired. Eventually, I found the email of a Sony VP and emailed him my story. Within 2 weeks I had 2 EX700 series replacement TV’s, and I’m happy with them so far. No real complaints so far…other than I think the picture was a tiny bit better (especially the color of skin tones) with the v5100…maybe I just need to spend a little bit more time tweaking my calibrations or use a blu-ray DVE. It’s a shame, because without the annoying sound issues the v5100 would be a beautiful lcd for the price…the picture quality is great. I will gladly post the email address if anybody on here wants to both a Sony VP over this and hopefully get some results…because dealing with Sony’s customer support is a nightmare. I will never buy another sony product just so I don’t have to deal with that headache ever again.

  6. @Dave
    Could you post the email address, I’m having the same issue of intermitant sound issues and one HDMI port not working. Firmware from Sony was downloaded back in Aug 2010 and the issue is still there. When this service tech leaves today and I experience just one sound outage they will be called back. I do have a service agreement which is good till next year.

  7. Today the service techs from Sears came out and ordered a new motherboard. Will be installed on the 16th of Dec. Now this is what they said, That if this did not correct the issue on the intermittant sound and and the HDMI port that doesnt work then it would be a compatalbility issue with the cable box as the surround and blu ray are both Sony pieces. I told them the box has been changed out 3 times and have never been an issue with the other Sony we have.

  8. Sony replaced my motherboard, but the sound problem still exists. I am going to try using component video cables instead of HDMI to see it solves the sound problem. Component video cables are 1080p just like HDMI.

  9. Dec 16 Sears came out and replaced the motherboard. My warranty is up in 2012 so I am covered. this visit alone to replace the boards was over 500.00. Thank goodness I paid for a service agreemen.,

    The sound did go off but we are also having sun flairs up. Sandra keep calling on your TV. We all work hard to pay for this and we shouldnt have any issues.

  10. I am having the same issues I have upgraded my firmwar several times the Board was replaced. I am waiting on my second board replacement now and I also am waiting on a reply from [email protected] the service shop I am working with said keep bitching to sony he has not seen them fix this one yet and they will send a new tv

  11. Having HDMI problems. No picture or sound for five minutes then it’s OK. Direct changed their box, still would not work. Tech connected to DVD/VCR port. and got a good picture, not high def. Unfortunaely I can not watch DVD movies. Direct says the problem is the HDMI box???. We bought this set because we had a wonderful Sony Vega, No problems. Sold it with the old house because it weighed 300+ lbs. We did not buy an extended warrenty for the 52 HDTV. Now what? The Sony recommended repair service wants $200. Just to come look at it, and take to their shop, plus parts. They don’t say what the part costs. After reading that this procedure did not work for long, I’m tempted to let the darn thing play through the DVD input port.

  12. I also had sound problems and sonytech rep. replaced my board on 6/25/10 and the problem was fixed. Now I have lost not only the sound but also picture and the tech rep. told me the board has gone bad. No hdmi on any port will work for anything, blue-ray, dvd, nor Dish sat. I have a blank screen with no signal. The tech rep the board is only good up to the end of the 1 yr. warranty. So much for top of the line Sony. Dave could you send me the Sony VP e-mail address.

  13. Well Here it is April 20, 2011 and sound is still cutting off. Motherboard was replaced and now another service call will be placed. Cable box was replaced 2 times, Sound system is Sony and A Sony blue ray player.
    Inorder to get the sound one must go up or down a channel to bring sound back.

  14. I’m back again to report Sears Tec came back out to install the firmware, the new improved firmware sent by Sony. It corrupted the brand new board that Sears Tech replaced back on Dec 16, 2010. Now I have NO sound on the TV. They had to reroute the sound direct to my Sound system. He just so happened to have a NEW board for this make and model of TV. I asked him so there must be more TV out there and he avoided my question. The tech will be back on Fri with a helper to reinstall the new board. He also will be giving me a card to call the Sears consumer advisory in getting this rectified.

  15. would like to report that I installed new firmware a few weeks ago and so far everything is working fine. no more sound drop out issues. thanks to Sony for not giving up on this problem
    and finally fixing it even though it took 1 1/2 years. my faith has been restored.

  16. We purchase the KDL52V5100 in Dec 2010. Have had sound issuses since the beginning. Got the run around. First excuse was it had to be the satellite signal. Now the had Sony order a new motherboard that has now been installed along with the new firmware update. We are still having sound issuses. I would love to see you post the VP’s email address so we all can get something done about our TV’s

  17. @Horsein
    We also had trouble with no picture or sound on our KDL52v5100. Our two other model Sonys worked fine. The place we bought the TV’s convinced us that it had to be the Satellite. Called our Satellite guy and he checked things out and also thought it could be the Satellite receiver. Ordered new one. Nothing changed. Called TV store back and finally they told us to do a hard reset on the TV. That fixed the no picture no sound at that time. Unfortunately the sound dropping off issues are still happening and we too have had our motherboard replaced and firmware updated.

  18. Yesterday a service tech came to update my firmware to E3 from E228. Found this newest update on Sonys website for model KDL52V5100. While he was here he could not get the new firmware to update. He proceeded to look at the settings on the satellite receiver. In the system settings he changed the sound from Dolby digital to PCM only. He explained that a Sony tech suggested this to him. So far so good, no sound dropping off. He plans on coming back to do the update, still hoping the setting change does the trick.

  19. Just received this notice:
    Notice for Sony BRAVIA LCD HDTV

    Models KDL-40V3000, KDL-40VL130, KDL-40W3000, KDL-40WL135, KDL-40XBR4, and KDL-40XBR5

    Dear Valued Customer,

    It has come to our attention through reports in Japan that in rare cases a particular component incorporated in certain models of 40” BRAVIA LCD HDTV [Model Nos. KDL-40V3000, KDL-40VL130, KDL-40W3000, KDL-40WL135, KDL-40XBR4, and KDL-40XBR5] was damaged and as a result, may overheat and at times ignite inside of the television. This could possibly result in a hole at a part of the cabinet ceiling. We have no reports of any resulting damages to other property or bodily injuries.

    We know our customers choose Sony based in large part to the trust associated with our brand and the products and services we so strongly stand behind. We will not take your trust for granted and are committed to addressing this issue proactively.

    Beginning immediately, Sony offers all customers of the affected models [Model Nos. KDL-40V3000, KDL-40VL130, KDL-40W3000, KDL-40WL135, KDL-40XBR4, and KDL-40XBR5] a free evaluation for the covered product. If you have any covered product unit, please visit http://www.updatemytv.com to schedule a dedicated service technician to perform an evaluation.

    When a request is made, Sony’s service representative will promptly visit and evaluate your television, and repair it at no charge if an affected component is found.

    IMPORTANT: In the meantime, if you have a covered television and if you notice any abnormality in your TV unit and its performance (e.g.; unusual noise, unusual smell, or smoking), please immediately turn the unit off, unplug the cord, cease using the TV, and contact us. We have confirmed that the symptoms do not occur when power is off.

    You can confirm the model number of your TV by looking at the label on the rear of the television. Additionally, the model number can be found on your warranty card. If your television is one of the models identified above, please contact us at your earliest convenience at http://www.updatemytv.com or toll-free at (888) 868-7389 to schedule your free evaluation.

    Sincerely,

    Brian M. Siegel
    Vice President, Television
    Sony Electronics Inc.

  20. Could someone email me an “older” firmware for my KDL 52v5100
    I recently updated to the newest ER4.12-E328 ever since my TV has now lost all HDMI inputs. I just get “no signal”
    @comcast.net

    Editor Comment: Please do not publicly post your email address. Anybody making the firmware available can use a public file upload service. In the event another commenter has an older firmware for you and posts a comment as such, I can connect you to them without exposing your email address to the public.

  21. I own both a KDL-52V5100 and KDL-40V5100, both exhibited the HDMI sound drop out for years. GOOD NEWS: As of Nov 2011, the ER4.12-E328 (Upgraded from E228) solved the issue for BOTH TVs. This was released April 4/20/2011. After 2 years, I was ready to trade them in, but all is good.

    Links:
    KDL-52V5100
    http://esupport.sony.com/US/perl/swu-download.pl?mdl=KDL52V5100&upd_id=6533&os_group_id=18

    KDL-40V5100
    http://esupport.sony.com/US/perl/swu-download.pl?mdl=KDL40V5100&upd_id=6529&os_group_id=18

    (Links may wrap)

  22. Hi everyone in this forum….

    kindly look into the conversation between Sony and myself for the display panel problem..I was fighting for more than a week for the same, I could not get a favourable reply from SONY yet

    ———————————————————————————————————————-

    20-Jan-2014: To SONY INDIA (Mail no 1)

    From: me
    To: “SonyCare”
    Date: Jan 20, 2014

    We purchased Sony LED TV (Model: KDL-32EX420IN5, Serial No: 2441948) on 29th Dec 2011. We installed the TV in our house with a separate electric circuit and external stabilizer. We also made sure that the TV is fully adult-controlled.

    The problem arose on 13th Jan 2014, when the TV suddenly lost its display. It showed a symptom of vertical contour patterns. But the audio remained intact. We applied for service request immediately on the same day (Service Request No: 17434214). The service engineer inspected the TV on 18th Jan 2014 and inferred that the display panel is to be completely replaced which would cost around 40% of the original price of the set. We assume that an LED TV display has a life-time of (ave) 60,000 to 1,00,000 hour. In our case, it had not even crossed 3700 h (ave). We could not understand such a variation in performance happening with Sony product.

    Since the TV was well protected in every aspect from our side, we are sure that the problem was not due to any negligence in our support and operation. I came across reviews describing gross manufacturing defects in Sony LED and LCD TVs. We also found that you solved the disputes in favour of the consumer in most of the cases that were beyond the warranty period. We have always had good opinion and trust in Sony products because of the quality and brand. We hope to receive similar support from your side in our case too.

    We are very much aware that the warranty period is 1 year from the date of purchase and our TV had finished 2 years and 14 days exactly. But, since there was no physical damage or operational negligence from our side, it is not just for Sony to make us carry the burden of replacing the display panel at our own cost.

    We request you to replace this TV set with a new, operable one. Even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy it. Else, kindly make sure that you replace the LED display panel free of cost.

    Thank you,

    Sankara C R

    NB: We have already furnished photocopies of the following documents to the service engineer: 1. Warranty card; 2. Invoice. And, e-mailed the screen shot of the defective TV image to [email][email protected][/email]

    ———————————————————————————————————————-
    Reply from SONY (Reply mail no 1) Date: Jan 20, 2014 5:34 PM

    ———- message ———-
    From: “SonyCare”
    Date: Jan 20, 2014 5:34 PM
    Subject: RE:’SonyIndia=017-527-477’Fwd: Service request no: 17434214_Request for display panel replacement
    To: “Sankar C R”

    Dear Mr. Sankara,

    Greetings from Sony India !

    We thank you for patronizing Sony Products.

    This is in reference to your mail dated 20-January-2014 regarding your BRAVIA Model: KDL-32EX420, Serial no: 2441948 purchased on 29-12-2011.

    We would like to inform you that the product was inspected by our service engineer for post sales support vides Job. No. J40148164.

    On inspection of the product, it was found the Display Panel needs to be replaced for satisfactory working of the set.

    Natural Electronic defect may happen in the Electronic products, in the course of time

    As per the normal process, for newly purchased Sony products, the Company provides a 12 months warranty cover to support customers for any chance failures during the warranty period. Thereafter, any repair outside the warranty period the repair is done on a chargeable basis to customer.

    As your product is not covered under Warranty, the repair estimate of Rs 14,371/- was informed to you by our Service Centre.

    We would again like to request you to approve the estimate so that we can proceed for service.

    We solicit your kind understanding in this regard.

    Thanking you and assuring you best of our service support always.

    With Warm Regards,
    For Sony India P. Ltd.

    P.Sushmitha
    Regional Customer Relation
    Customer Centric Division – Chennai

    ———————————————————————————————————————-

    21-Jan-2014: To SONY INDIA (Mail no 2)

    From: me
    To: “SonyCare”
    Date: Jan 21, 2014

    Your reply to my mail clearly reflects that you have not gone through the entire content of my mail. I myself am aware about the warranty period of the LED TV. I know that the repair/replacements are possible within a year of purchase. It is because that the limit had been crossed by 12 months time that I am sending you the request.

    “Natural Electronic defect may happen in the Electronic products, in the course of time.” This is absolutely atrocious and irresponsible reply. I have informed you that I have provided all the necessary security systems that are required for the proper functioning of the TV. Inspite of such accessories if the TV gets faulted, the above-said reason cannot be accepted. The product is having gross manufacturing defect, that was the only fault and I shall not accept anything less than a complete replacement of the display panel free of cost.

    Kindly refer to: h t t p : // e sup port.sony.com/p/news-it em.pl?template=EN%C2%AEion_id=1&news_id=441]Sony eSupp ort – Electronics – News & Ale rts. I know the VP had addressed the problem with 40” TV, but in my opinion, the same can now be applied for any of your TVs.

    Also refer: h t t p : // ww w. c on sumercourt.in/television/34377-sony-bravia-lcd-problem-2. h t m l (complaint no.15040079‏). After reading the entire blog, do you still hold your point that every one had a Natural Electronic Defect? If you still hold ‘yes’, it surely infers that “Defective Sony Products” are marketed in India for bigger price due to brand name alone.

    I am expressing my thoughts and request not to approve your estimate of repairing/replacing my LED display panel at my own cost, but to make sure that you rectify this issue by taking the full responsibility. I have also mentioned in my last mail that, “even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy it. Else, kindly make sure that you replace the LED display panel free of cost.”

    I am not in a position to understand the solution that you have provided. Kindly make sure that my obligations are considered with good results.

    ———————————————————————————————————————-

    Reply from SONY on 22-Jan-2014 (Reply mail no 2) Jan 22, 2014 6:39 PM

    From: “SonyCare”
    Date: Jan 22, 2014 6:39 PM
    Subject: RE:’SonyIndia=017-527-477’Fwd: Service request no: 17434214_Request for display panel replacement
    To: “Sankara C R”

    Dear Mr. Sankara,

    Greetings from Sony India !

    We thank you for patronizing Sony Products.

    This is in reference to your email comunication regarding your BRAVIA Model: KDL-32EX420, Serial no: 2441948 purchased on 29-12-2011.

    We understand your concern towards the service of your BRAVIA television.

    As we have explained in our earlier communication, natural electronic failure may happen in a product. We offer one year of free service to our cusotmers. Beyond this, the service becomes chargeable.

    The Display Panel needs to be replaced for satisfactory working of the set. The service estimation for your product is Rs. 14,371/-. We would again like to request you to approve the estimate so that we can proceed for service.

    We are sorry and regret to inform you that we are unable to comply with your request.

    We solicit your kind understanding in this regard.

    Thanking you and assuring you best of our service support always.

    With Warm Regards,
    For Sony India P. Ltd.

    P.Sushmitha
    Regional Customer Relation
    Customer Centric Division – Chennai

    ———————————————————————————————————————-
    24-Jan-2014: To SONY INDIA (Mail no 3)

    From: me
    To: “SonyCare” ; [email][email protected][/email]; SONY Management India; SONY Management abroad
    Date: Jan 24, 2014

    A same kind of display panel problem for Bravia series was faced by another customer (complaint no.15040079‏) where the defective TV was 22 months old, we also found that you solved the disputes in favour of the consumer that were beyond the warranty period.

    On 25th September 2013, SONY approved to replace the LCD panel FREE of cost for the TV purchased on 15-Oct-2011 for the Consumer Saikat Ganguly, pls refer (complaint no.15040079) [url]h tt p : // ww w.cons um ercourt.in/television/34377-sony-bravia-lcd-problem-2 . h tm l

    As my defective TV was 24 months, I am sending you the request. The problem was solved for 22 months TV, why don’t the management consider and solve the issue for 24 months TV? I hope my obligations are considered with good results

    I am expressing my thoughts and request not to approve your estimate of repairing/replacing my LED display panel at my own cost, but to make sure that you rectify this issue by taking the full responsibility.

    I have also mentioned in my last mail that, “even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy a new TV. Else, kindly make sure that you replace the LED display panel free of cost”.

    I got same sort of mail twice from regional customer relation-Chennai, sending an automated email and same content without looking into the issue and understanding the feeling from customer side. Thereafter no reply for my concern for my last mail. (Pls see the attached document)

    There will be few months warranty for the new Panel even after getting it replaced. This is very bad. And apart from this if we go for replacements than what is the guarantee that the panel will not go bad again after few months warranty.

    It means every year we should spend huge amount for service alone that too only for the manufacturing defect from your side and also poor quality?

    Because we became SONY customers we should suffer every year? What is the solution?

    Is this business etiquette?

    What is the favour you do for your customers?

    ———————————————————————————————————————-

    ———- Forwarded message ———-
    From: SonyCare
    Date: Thu, Jan 23, 2014 at 10:48 AM
    Subject: RE:’SonyIndia=017-559-711′ FW: SONY LED TV DISPLAY ISSUE
    To: Sankara C R

    Dear Mr. Sankara C R,

    Greetings from Sony India.

    Thank you for patronizing Sony products.

    This is in response to your e-mail dated 23rd January 2014 to our Management in India and Abroad.

    Thank you for writing to us and for bringing the matter to our notice. We note the contents of your mail with due attention and concern. We are asking our regional office to immediately look into the matter and expedite resolution at the earliest.

    We sincerely regret the inconvenience caused to you and assure you of our best support and attention always.

    Best Regards
    For Sony India Pvt Ltd.

    Meena Bose
    Customer Relations – Corporate Office
    New Delhi

    ———————————————————————————————————————-

    From: “SonyCare”
    Date: Jan 25, 2014 5:01 PM
    Subject: RE:’SonyIndia=017-559-711′ FW: SONY LED TV DISPLAY ISSUE
    To: “Sankar C R”

    Subject: Sony BRAVIA Model no: KDL-32EX420. Serial no: 2441948, purchased on 29th December 2011

    Dear Mr. Sankara C R,

    Greetings from Sony India. Thank you for patronizing Sony product.

    This is in reference to your e-mails dated 23rd and 24th January 2014, addressed to our Management in India and Abroad, regarding the service of your Sony BRAVIA Model no: KDL-32EX420, Serial no: 2441948. purchased on 29th December 2011.
    This is also in reference to the e-mails dated 20th and 22nd January 2014, sent by Ms. P.Sushmitha, Regional In-Charge Customer Care, regarding this matter.

    We understand your concern towards the service of your Sony BRAVIA.

    We received your service request for KDL-32EX420 for the symptom “No Picture”. Upon inspection by our engineer from Authorized Service Center, M/S City Electronics Pvt. Ltd, Tirunelveli, it was found that the display panel needs to be replaced for satisfactory working of the TV. The estimate for this service is Rs 14,371/-. This has also been communicated in the e-mails sent by Ms. P.Sushmitha.

    As a special treatment to you as our valued customer, we are offering you 1 Year of service warranty on the replaced panel, from the date of service.

    Sony products are designed to have adequate ruggedness and undergo very stringent quality control while being manufactured. However, natural failure may happen in a product is course of time and this is reason why we offer 1 year of free service to our customers. Beyond this the service becomes chargeable.

    This matter has been discussed with our management.

    We regret that we are unable to comply with your request to service your product free of cost or to exchange your product. We would once again request you to kindly approve the estimate so that we can proceed for service. Kindly let us know your decision till 31st January 2014, as we shall keep this service request open till then.

    We solicit your kind understanding in this regard.

    Thanking you and assuring you of our best services always.

    Warm Regards,
    SONY India Pvt Ltd

    Priyank Chauhan
    Customer Relations -Corporate Office
    New Delhi
    ———————————————————————————————————————-

    From: me
    To: “SonyCare” ; [email][email protected][/email]
    Date: Jan 27, 2014

    Dear Concerned,

    Spending 40% of the original cost is too much money to be spent by me, belonging to a middle-class family, within a short period of buying my TV.

    Thus, in spite of providing free service or product replacement, I wish and request that you consider giving the service at a discounted price in addition to the 1 year warranty that you have acknowledged.

    I think that you will do a favor in this regard after such series of conversations that had been taking place for the past 7 days.

    Thank you for understanding.

    Warm regards
    Sankara C R

    ———————————————————————————————————————-

    From: “SonyCare”
    Date: Jan 27, 2014
    Subject: RE:’SonyIndia=017-559-711′ FW: SONY LED TV DISPLAY ISSUE
    To: “Sankar C R”

    Subject: Sony BRAVIA Model no: KDL-32EX420. Serial no: 2441948, purchased on 29th December 2011

    Dear Mr. Sankara C R,

    Greetings from Sony India. Thank you for patronizing Sony product.

    This is in reference to your e-mail dated 27th January 2014, addressed to us, regarding the service of your Sony BRAVIA Model no: KDL-32EX420, Serial no: 2441948, purchased on 29th December 2011.

    This is also in reference to the letter dated 25th January 2014, sent by the undersigned, regarding this matter.

    As explained in our last communication, the display panel needs to be replaced for satisfactory working of the TV. The estimate for this service is Rs 14,371/-. This has also been communicated in the letter sent by the undersigned. We offered you 1 Year of service warranty on the replaced panel, from the date of service.

    This matter has been discussed with our management.

    We regret that we are unable to comply with your request to provide discount in the service estimate.

    We would once again request you to kindly approve the estimate so that we can proceed for service.

    Kindly let us know your decision till 31st January 2014, as we shall keep this service request open till then.

    We solicit your kind understanding in this regard.

    Thanking you and assuring you of our best services always.

    Warm Regards,
    SONY India Pvt Ltd

    Priyank Chauhan
    Customer Relations -Corporate Office
    New Delhi

    ———————————————————————————————————————-

    Do SONY have any measurement for the said reason? “Natural failure may happen in a product is course of time.” The service engineer don’t even open up the TV. By just looking the TV without open up, I was surprised by the above comments and I completely agree that the quality of Sony product has been completely degraded. I have mentioned in my earlier mails that all the necessary security systems that are required for the proper functioning of the TV were provided.

    I also mentioned in my earlier mail communications that If Sony still hold ‘yes’ for their atrocious reply “Natural electronic defect”, it surely infers that one and only “Defective SONY Products” are marketed in India for bigger price due to brand name alone.

    When I went through the numerous open forums, there were too much similar type of Display panel complaints especially in SONY BRAVIA series and they people sending similar type of automatic reply. This is a universal problem with BRAVIA series and SONY recalled these units all over the world except INDIA. Even though SONY know very well this as a GLOBAL issue, by hiding their manufacturing defect and useless quality, SONY management decently refused to accept consumers True feedback about the non reliable SONY faulty products and worst kind of services. This is so called veiled CHEATING.

    Hiding the above facts, Sony customer relation keep on writing the same point without knowing how to indicate a valid reason, this itself clearly reflects a negative thought about SONY.

    SONY meant to say that they don’t receive/ hear any feedback about their defective TV? It won’t bring to their higher authorities notice? they don’t have any awareness? they don’t understand the screaming from customer’s side? Or they are not able to access those numerous forums? Why be a hypocrite?

    Rather SONY always just makes customers to carry the burden of service at our own cost especially in India…! If SONY do so, theywon’t stay longer to retain Indian market in future especially Bravia Television.

    People in this forum would just spread the awareness across the nation.

    We take the burden of service at our own cost for the reason “fate of being as one of the SONY customer……!” As Indians we cant expect any product exchange, service for free of cost or discounted service in spite SONY can give you additional 1 year service warranty from the date of service.

    Is this business etiquette?

    🙁

    Note: Thanks to SONY Consumer Mr. Saikat Ganguly for his detailed feedback and comment (He also affected in this similar kind of issue but SONY approved to replace the LCD panel FREE of cost for the TV purchased by him on 15-Oct-2011 (complaint no.15040079 ) h tt p :// w w w.c o n sumer court.in/television/34377-sony-bravia-lcd-problem-2 . h t m l

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