Pixel damage complaint

[Keith42]

I have been complaining to Sony support for some weeks about pixel damage to my Sony XR-55A84J Oled tv . After sending numerous pictures and videos I got the reply attached below. I strongly disagree with this poorly written email, There is NO external damage , and nothing in the photos or video which suggests that ! I have a 5 year warranty and have clearly been fobbed off .. I would like this escalated please . If it is in fact the position of Sony that this is considered external damage , I would like to know why this has been assumed as there is no evidence of this whatsoever ! 

Dear Mr. Hyland, 

Thank you for contacting Sony Support.

With reference to your enquiry for your Sony XR-55A84J , please be advised i received the video and i heard back from the relevant team there is some source of impact that made the tv got this dots on it so this is considered to be physical damage sir aim very sorry to tell you that but you are out of warranty now and if you want to repair this dots you can check the nearest service center to you from the link below but keep in mind it will be a chargeable service depends on our terms and conditions.

[daveyh64]

I hope you know this is a Sony user to Sony user community forum and as such

Sony have minimal interaction with it.

All you have told us here is that your TV has pixel damage but you have not described what sort of damage that is and neither have you shared the videos or pictures of your screen that you sent to Sony. That makes it difficult for

us to assess your situation.

You say you have a 5 year warranty, is this warranty supplied by Sony or through the retailer you bought the TV. If via retailer your first point of contact should be through the retailer. Have you read the warranty to discover what is covered and what is not, from memory I believe a problem like 'burn in' or screen retention on an OLED TV is not covered.

As for the e-mail you received that is appalling and you should certainly complain to Sony about that and ask them why they are employing someone who cannot construct a legible communication to their customers.

If the warranty is indeed with Sony then you will need to keep at them and insist on them sending out an engineer who can assess the TV . It may be in your best interest to contact citizens advice to learn where you stand as a customer and what sort of after sales service you should expect and the best way to get a satisfactory resolution.

[Keith42]

 

[Keith42]

Damage shown in photo .. pixels don’t go out on dark screen .. 

[daveyh64]

Thanks for posting the image.

I can see from the image there is a line of pixels which are permanently illuminated, this is usually referred to as stuck pixels.

What is the light patch at the bottom left of the screen. If this is the image you sent to Sony they may have seen this light patch and concluded the screen has suffered from some type of impact thus the reluctance to do anything about it.

If the patch is not part of your TVs problem can you take another image of the screen, give it a good dusting first and preferably with the room darkened to minimise the distracting reflections.

The stuck pixels on your screen is indicative of a hardware problem and will need the attention of an engineer. Have you tried the pixel refresh feature on the TV to see if it gets them to start functioning as they should, it’s a long shot I know but worth a try.

Settings> Display & Sound> Expert panel settings> Panel refresh.

There are other methods posted online to try and revive stuck pixels which you may want to look at but you will need to be very careful as they involve applying localised pressure to the screen.

If you can, supply a new image of the screen that clearly shows the issue without the distractions mentioned previously and resend to Sony Customer Service or the e-mail address on the warranty. And don’t refer to it as pixel damage, the word ‘damage’ probably rings alarm bells with Sony that the issue is user related.