Please HELP! SONY TV Warranty refused

ArturR2

Thanks guys appreciate it. 

Photome, they don’t know that hence my outrage at the way it’s been handled. Thank you for bringing it to my attention.

Mobileron, yes the only thing connected to the TV is a HDMI cable going to the AVR

arthurfowler

It would be very peculiar of Sony to exclude software that came with the TV from any warranty. I have had a look at the terms of the warranty and can't see anything other than below, which mentions third party software. 

ii. virus infections or use of the Product with software

not provided with the Product or incorrectly installed

software;

In their reply to you they mention "Moreover, the warranty does not cover Software issues and also refer to the EULA as this is concerning a third party service for which Sony is not liable.“

It sounds like you told them this is happening when you have it connected to a third party device. When you say AVForums members are trying to help diagnose, rather than help with Sony, that is helping you, because if it is caused by something you are doing, Sony aren't liable.

If it isn't, then Sony should help - and there does not appear to be any terms in their warranty which exclude their own pre-installed software.

Jenni_D

ArturR2 said:

Mobileron, yes the only thing connected to the TV is a HDMI cable going to the AVR

What happens if you don't have the external source connected?

Manxman_in_exile

arthurfowler said:

It would be very peculiar of Sony to exclude software that came with the TV from any warranty. I have had a look at the terms of the warranty and can't see anything other than below, which mentions third party software. 

...

But doesn't the warranty explicitly state before that that it only covers electrical and mechanical breakdown?  (See my previous post at 12:20pm on 15 January).

Isn't the only issue whether or not Sony are correct in diagnosing a software problem?

(I'm not commenting on whether this is correctly a warranty issue or a consumer rights issue).

arthurfowler

Manxman_in_exile said:

arthurfowler said:

It would be very peculiar of Sony to exclude software that came with the TV from any warranty. I have had a look at the terms of the warranty and can't see anything other than below, which mentions third party software. 

...

But doesn't the warranty explicitly state before that that it only covers electrical and mechanical breakdown?  (See my previous post at 12:20pm on 15 January).

Isn't the only issue whether or not Sony are correct in diagnosing a software problem?

(I'm not commenting on whether this is correctly a warranty issue or a consumer rights issue).

It doesn't the way I read it. 

2. What is provided

2.1 Extended Warranty

We will bear the cost of repairs to the Product,

including parts and labour charges following

mechanical or electrical breakdown,

I think it's specifically talking about bearing the costs of repairs, 'including parts and labour...'. There are no costs as such to 'repair' software, anyway as it would not be done by an engineer/service centre etc.

I think it's all a bit of a moot point anyway.

I don't think Sony's email is referencing the internal software, rather it is referencing a third party's device/software. 

A TV's software is like iOS on an iPhone, Windows on a laptop, Android on a Samsung phone etc. It's part of the device.

If there is a 'fault' (bug) with the software, it would likely be a problem to all users of that same software (so at least all owners of that TV). For a fix such as this it would be Android TV and Sony coming together to fix the problem remotely and updating the TV with a firmware update. 

This happens ALL the time with software and is normally resolved or there is uproar. 

So... I don't think Sony are suggesting there is a fault with the software of the TV and using that as a reason not to fix it. They are saying it is third party software connected to the TV, from what I can see. Rightly or wrongly, but sounds like it could very well be.

Jumblebumble

ArturR2 said:

Thanks guys. I am confident that any repair resulting in it not being a software issue would ultimately result in it becoming uneconomical for the current market value of the set. Any repair required for it being a software issue would not be possible as it would fall back to software support/update/workaround by Sony directly and not a third party engineer. Considering they’re not interested in helping to resolve the issue now (claiming its software) they will be of no more help if in fact it is proven its software.

The model is Sony 75ZD9 and I 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. 

Matt, that’s a fair point about value. As far as further troubleshooting, there’s nothing I can do that hasn’t already been done and the issue still persists. 

Does the TV misbehave if the Apple device is out of the mix and you use the internal apps?
Have you clarified if the software to which they refer is Apples or Sony installed?
I fear you are not doing your self any favours if you have not done so

ArturR2

Hey guys, been a while so I thought I would update you seeing as you’ve been a great help. 

Unfortunately due to a house move I’ve not been able to troubleshoot anything to determine the root cause and my feelings about Sony haven’t changed. They have done nothing after receiving multiple emails from me so that’s me done with them as I find their stance on the matter completely unacceptable. 

Word to the wise, AVOID SONY AT ALL COSTS! 

Best wishes,