Returning Sony TV

DSWebb

At Christmas I bought a Sony TV (NX723) and from day one the 3D picture was dreadful. I am aware that watching 3D is a subjective thing but I have watched 3D on other people's TV and they on mine and everyone is of the same opinion that there is a fault with it. I went through Sony's useless customer support in Egypt who after several months sent someone round who after altering a few settings told my wife that that was as good as this TV worked and that it was to bright in the room before leaving dispite protests that the 3D had never been tried during daylight hours. The picture was just as bad as when he arrived. Sony then abandoned me on the basis that the company they sent say it is OK and nothing I have to say to the contrary makes any difference.

I wanted to just return the TV to the shop it was bought from but I have now learned that The Sony Centre I bought it from has folded and that The Sony Centre is in fact nothing to do with Sony but infact independant franchises so I have nowhere to take it.

I have tried all manner of means of trying to speak to Sony but every avenue leads back to Egypt who refuse to help me. With the exception of one initially helpful guy my Dad met on the Sony stand at the gadget show but who later advised us that if we wanted to watch 3D I should have bought the HX not the NX?!

Does anyone have any advise as to what I could try next and what my legal rights actually are? I am beginning to fear that my only option left is to go through the small claims court.

Any help would be greatly appreciated. Thanks.

vyle

You buy the NX series for its networking (hence the N) not the 3d really. It was designed as a 2D set and doesn't have the picture processing to keep up with the 3d (I think it's 100hz screen, 200 motionflow) which just isn't fast enough for GOOD 3d. yes it kinda works but not properly.

The HX series is 200hz with 400 motionflow, and was designed for 3d (hence the "Hx" that was marketed as high performance).

I don't think you have much of a case really. It does 3d...just not very well. That's how it is...

Where did you buy it?

wealdroam

DSWebb wrote: »

Does anyone have any advise as to what I could try next and what my legal rights actually are? I am beginning to fear that my only option left is to go through the small claims court.

The only statutory legal rights you have are against whoever sold the TV to you.
If they now no longer exist, then that avenue is closed.
But are they just in administration?

You are right when you say that Sony Centres are not directly owned by Sony, but are actually franchised outlets.
But they are not all individually owned by different franchisees. What I'm getting at is, is the Sony Centre shop that you bought from just one of a group owned by the same franchisee that closed, but others in that same group are still trading? If so, you may have a case againgst the franchisee's business.

Your only chance of a resolution via Sony is under the terms of their warranty.
As they have virtually said "there is nothing wrong with the tv", I cannot see you getting far down that avenue.

If you are considering court action, then you need to decide just who you are going to take to court... Sony or the maybe non-existent retailer?
You will also need some proof that there is an inherent fault with the tv. Maybe an independent tv engineer would provide that proof, but that will cost you.

Which Sony Centre did you buy from?

Just thought of another possibility.
Did you pay by credit card, or maybe some other form of credit?
If so, have a read of MSE's Section 75 Refunds article and consider a claim against the credit card company.
They too may require an independent report, but should refund the cost of that if your case is proved.

DSWebb

vyle wrote: »

You buy the NX series for its networking (hence the N) not the 3d really. It was designed as a 2D set and doesn't have the picture processing to keep up with the 3d (I think it's 100hz screen, 200 motionflow) which just isn't fast enough for GOOD 3d. yes it kinda works but not properly.

The HX series is 200hz with 400 motionflow, and was designed for 3d (hence the "Hx" that was marketed as high performance).

I don't think you have much of a case really. It does 3d...just not very well. That's how it is...

Where did you buy it?

Thanks for the reply. To answer your question in was bought from the Sony Centre at Cheshire Oaks in the Wirral.


With regard to the NX HX issue I am sure that you are correct but the 3D image is pretty much unwatchable not just that it is not great. Sony are also still bundling my TV with the 3D starter kit and the blurb on their web site describes it as having "smooth, high quality viewing in 2D and 3D" and then "superior 3D picture". I still maintain that it is faulty but even if I'm wrong and it is just not very good surely Sony are at best misleading their customers.

TadleyBaggie

I've got an NX723 and am quite happy with the 3D quality, probably a fault on your set rather than a general issue.

DSWebb

wealdroam wrote: »

The only statutory legal rights you have are against whoever sold the TV to you.
If they now no longer exist, then that avenue is closed.
But are they just in administration?

You are right when you say that Sony Centres are not directly owned by Sony, but are actually franchised outlets.
But they are not all individually owned by different franchisees. What I'm getting at is, is the Sony Centre shop that you bought from just one of a group owned by the same franchisee that closed, but others in that same group are still trading? If so, you may have a case againgst the franchisee's business.

Your only chance of a resolution via Sony is under the terms of their warranty.
As they have virtually said "there is nothing wrong with the tv", I cannot see you getting far down that avenue.

If you are considering court action, then you need to decide just who you are going to take to court... Sony or the maybe non-existent retailer?
You will also need some proof that there is an inherent fault with the tv. Maybe an independent tv engineer would provide that proof, but that will cost you.

Which Sony Centre did you buy from?

Just thought of another possibility.
Did you pay by credit card, or maybe some other form of credit?
If so, have a read of and consider a claim against the credit card company.
They too may require an independent report, but should refund the cost of that if your case is proved.

Hi, thanks for your reply. The TV was bought from the SonyCentre at Cheshire Oaks in the Wirral using my VISA debit card unfortunately so I don't think I can go down that route. How would I find out whether the closed franchise is part of a larger group? I wouldn't know where to look. Thanks again.

wealdroam

DSWebb wrote: »

Hi, thanks for your reply. The TV was bought from the SonyCentre at Cheshire Oaks in the Wirral using my VISA debit card unfortunately so I don't think I can go down that route. How would I find out whether the closed franchise is part of a larger group? I wouldn't know where to look. Thanks again.

Well the Ellesmere Port Pioneer tells us...

The company behind 15 of the UK’s Sony Centre stores – including the outlet at Cheshire Oaks – has entered administration, sparking a scramble to find a buyer for the stores.
The electronics retailer Sonex Communications called in administrators from BDO LLP, which is now running the 15 stores that had been Sonex’s responsibility.

So unfortunately that idea is no good either, but that article is dated 5 October 2011.
Note that it says the shops are still trading.
Have you visited the shop to see whether it is still trading or not?

Maybe you should be contacting the administrators for an up to date view of the position.

vyle

Oddly, all the NX723s Ive seen where I work have had 3d that just kinda looks like it MIGHT be 3d. Never seen one with good 3d. Hell, even their 3d demo disk is so lame that we thought we had a bunch of faulty sets. Perhaps I've been spoilt by the samsungs and pannys, though.

deanos

TadleyBaggie wrote: »

I've got an NX723 and am quite happy with the 3D quality, probably a fault on your set rather than a general issue.

The 723's have very poor 3D , the many online reviews confirm this

DSWebb

TadleyBaggie wrote: »

I've got an NX723 and am quite happy with the 3D quality, probably a fault on your set rather than a general issue.

Just out of curiosity do you have your 723 mounted in the "sound bar" base unit? Or is it on the stand that comes with the TV or mounted on the wall? I only ask as I'm trying to eliminate possible causes. Thanks.

DSWebb

wealdroam wrote: »

Well the tells us...

So unfortunately that idea is no good either, but that article is dated 5 October 2011.
Note that it says the shops are still trading.
Have you visited the shop to see whether it is still trading or not?

Maybe you should be contacting the administrators for an up to date view of the position.

Surely if the TV is faulty the ultimate responsibility in terms of any manufacturers warranty lies with the manufacturer? They can't just say it's got nothing to do with them, go and see the seller, can they? They can't just say it's fine "because we say so" when it is clearly not. Basically what I'm saying is that it is either faulty, or if that is as good as this model gets then Sony are at best exagerating their claims on the website. They did and still are describing the 3D on this TV as "superior 3D picture" and "smooth high quality viewing in 2D and 3D". I must have a case against them on one front or the other? Thanks.