Please HELP! SONY TV Warranty refused

cx6

" have put a post up on Avforums but they’re more interested in diagnosing the fault rather than addressing the issue of Sony stonewalling me because they can. "

Isn't what you want - to diagnose and hopefully fix the fault?

Manxman_in_exile

It says in 2.1 that it only covers "mechanical and electrical breakdown", so it doesn't cover software on my reading.  

Whether Sony have done enough to establish it is a software issue is a separate question...

3.1(d)(ii) also seems to exclude problems with software not originally supplied with the TV or software not correctly installed.

ArturR2

Matt, the tv was factory reset and updated. The OS has not been reinstalled but that was not requested by Sony as let of their troubleshooting. 

Visidigi, the problem is completely random and there is no way for me to recreate it. There doesn’t appear to be a trigger, the tv will display the screen from my original photo, perform a soft reset on itself whilst rebooting and then carry on working until it happens again. The TV doesn’t turn itself back on if the original remote is used, it does turn itself back on if the Apple TV remote is used but that’s a trigger issue with either the AVR or Apple TV itself, either way it’s unrelated as the TV fault was there before Apple TV while Nvidia shield was hooked up and no turn back on issue. 

Cx6 ultimately yes, but my main frustration is not with the TV exhibiting a fault but rather with the way Sony have dealt with it. I am more enraged that they are simply trying to wash their hand of it without an adequate explanation or testing (I know that subjective) than the fault itself.

Manxman thanks, that’s well spotted, as far as the third party software it hasn’t been changed for a few years now and certainly no unauthorised apps have been installed. I just don’t understand how they can claim it’s software related without showing any evidence. It’s like being ill and the doctor telling you it’s Lupus without actually doing any tests or acknowledging it can possibly be a 100 other illnesses that present in the same way. 

y3sitsm3

Is this thing even still in warranty?

Sony appear to sell a maximum 3 year "top up" warranty in addition to the 1 year standard warranty, which would be 4 years tops.

And as I said earlier (and was ignored) the Sony "shops" are run by third parties using the Sony name under license, they're not run by Sony themselves so I don't see how you have any consumer rights against Sony.

Manxman_in_exile

I didn't ignore it!

ArturR2

Yes it’s covered under warranty for another year. Sorry I didn’t acknowledge you it was just that I’m more interested in resolving this via warranty rather than a legal route, unless of course I have to. But with that in mind I would most likely make a claim against the warranty provider (whoever the subsidiary is) rather than the shop itself. 

Aylesbury_Duck

ArturR2 said:

Yes it’s covered under warranty for another year. Sorry I didn’t acknowledge you it was just that I’m more interested in resolving this via warranty rather than a legal route, unless of course I have to. But with that in mind I would most likely make a claim against the warranty provider (whoever the subsidiary is) rather than the shop itself. 

It seems to me that a legal route is inevitable, whether that's action against the warranty provider or the retailer.  In either case, you're going to need to have the TV inspected and the fault properly diagnosed.  It would seem sensible to get on with that, assess the outcome, determine which route you're going to go down and get an LBA in.  

As things stand, you're easily dismissed by the warranty provider or the retailer.

bris

A warranty isn't a consumer right so you can't claim against it if the terms of the warranty hasn't been breached.

I haven't read that warranty posted but if software issues aren't covered like Sony say then it's a waste of time going down this route.

Your only real option is the experts report whish is almost impossible to get due to the complexity of these TV's. none ever seem to be fixable.

The retailer you bought it from needs to be brought into this as that's who you are going to need to fight.

photome

I have a Sony TV which had similar problems to yours after about a year.  Bought from JL , they took it away and replaced the motherboard. It’s been ok now for the next 4 and half years.

how do they know it isn’t the motherboard

mobileron

Do u have a Hdmi lead connected by any chance.