Bravia OLED XR-65A80K

[Neil1968]

I bought my TV on 7th August 2022, it now has failed completely. Had a very difficult call with Sony customer services where nothing was achieved apart from having us try to power on the TV etc with no results. tried to get them to replace or refund and was told that is not possible. Any one else having issues with the TV failure and poor service?

I’ve now contacted my bank to take back the payment as I expect Sony to be a lot better and there is no info on how to escalate. 

any advice would be welcomed,

[jumpsuit]

Hi @Neil1968  and welcome to the Community

Just a couple of questions:

Where did you purchase the TV? 

Did Sony not offer a repair?

[Neil1968]

Hi there,

They did eventually but then demanded a receipt, I said all i have to do in law is prove purchase which I have from a bank statement - he was then very rude and shut the conversation down. 

I checked out the Gov website and it says the same proof of purchase a receipt isn’t nessecary.

Just really poor.

[Neil1968]

Apologies, it was bought from CostCo in Gateshead 

[daveyh64]

If you bought it from CostCo you should be going through them, did you get a one year warranty or a multi year warranty. Other resellers give 5 year warranties. 

You will have a warranty with CostCo, thy should arrange for a repair, 7 months is too late to get a refund 

or a replacement.

[Neil1968]

Thanks,

Oh if only - spoken to them and they only offer 90 days on electrical products then it reverts to the manufacturer.

All I am after is Sony to deal with an issue with their faulty TV, it must last longer than 7 months, I’m for a straight swap as I don’t see why I should have to wait weeks and weeks to be able to use an Item i bought in good faith and is now not capable of doing what it is supposed to do.

It’s just really poor customer service on Sony’s part.

[LightFoot]

Hi @Neil1968   

It is the retailer’s responsibility for the first year, they shouldn’t be able to past you on to Sony. Unfortunately Sony customer services advisors are simply script followers. They are not paid to think and will hit a roadblock if you don’t have a receipt. If you haven’t already done so, open a case number by email and keep complaining until they help you. Clearly it is a 2022 model under one year old. It will give you the opportunity to send proof like your bank statement etc.

https://services.sony.co.uk/supportmvc/en/Contact/Email?cat=televisions-projectors2&tab=Tips

[daveyh64]

Just been on the CostCo website page for this TV, they offer a 90 day returns policy, which is fine.

It is advertised with a 5 year warranty from purchase date, so contact CostCo to arrange a repair,

there should be no need for you to contact Sony.

Click on the links below, click on Product Details + on the first to see the 5 year warranty** text,

the next link will tell you how to contact CostCo and arrange a repair.

https://www.costco.co.uk/TVs-Electronics-Security/Televisions-Projectors/Televisions/Sony-XR65A80KU-...

https://www.costco.co.uk/concierge-services

Hopefully the TV should only be away for a couple of days, if they can't repair it in situ.

I bought a Sony 43 inch LED TV in 2019 from John Lewis, after 15 months and installing a software/ firmware update the TV ceased to function. Under John Lewis 5 year warranty I phoned to arrange a repair.

The TV was picked up within 2 days and returned after having the mainboard replaced within 4 days.

The TV has functioned perfectly since and has received further software/ firmware updates without issue.

[SkyNet404]

Sorry to learn about what you went through buddy, as the helpful folks said above, you have the chance to get back to Costco or book it online I think. 
Or keep going the Sony route and chase it up with them, I know it's inconvenient to be with no TV, especially if you paid a lot for it, so hopefully this gets sorted for your soon buddy, cheers 🙏🏻. 

[royabrown2]

@Neil1968 

90 days is if you just change your mind about the TV.

The responsibility to sell you an item of merchantable quality rests with the retailer, and that responsibility extends for six years, albeit that enforcing it gets a bit problematic after the first few years, and the value you can claim reduces steadily over that period.

So it’s always better to have a warranty; and if Costco were offering a five year one so much the better.

But with the very short life of your TV, you should be entitled to a repair, replacement, or your money back (these options are the dealer’s choice, not yours, though they might well ask you what you would prefer, if it’s all the same to them).

But one of the quirks of UK consumer law is that if Company A builds something that is a heap of junk, and Company B elects to stock it and sell it, then if anything goes wrong for the consumer, it’s all Company B’s onus to put things right for them.

What arrangements for recompense Company B may have with Company A is between them of course, and there may well be some, but that is not your problem, it’s Company B’s problem again.