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Apprentice
Posts: 9
Registered: ‎09-24-2015
Message 1 of 216 (6,207 Views)

The official XBR-55HX950 "horizontal line" panel defect thread

On October 1st, 2014, Sony acknowledged a manufacturing defect on the XBR-55HX950, resulting in a permanent horizontal line or bar on the screen as detailed here: http://esupport.sony.com/p/news-item.pl?template=EN&region_id=1&news_id=485

 

To remedy this problem, they have offered 3 options, none of which are adequate compensation for the MSRP of $3499 nor do the replacement sets utilize the full array local dimming backlight technology of the original set.

 

If you have encountered this issue with your set, here is what you can expect to be offered after communicating with customer service:

 

Option 1) XBR-55X850B edge-lit 2160p *factory refurbished*

Option 2) XBR-55X900C edge-lit 2160p *new*

Option 3) Refund or "buyback" in the amount of approx $1350 (less than half my purchase price of $3198.00)

 

Please post below if you are encountering this issue, so the mods can call you with these options. If you don't agree with their offering, please share your opinion so they can improve customer satisfaction for this documented manufacturing defect.

 

Thanks!

Apprentice
Posts: 9
Registered: ‎09-24-2015
Message 2 of 216 (6,202 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

Here is the notice on Sony Hong Kong's website, with slightly different wording, indicating they will repair this issue free-of-charge.

 

If they cannot repair these LCD panels, we should be offered a refund in full.

 

https://www.sony.com.hk/notice/20141001_e.pdf

Moderator
Posts: 1,146
Registered: ‎01-16-2015
Message 3 of 216 (6,187 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

Hi bashermalone, please be informed that the offer stated is final. Please send us a private message if you wish to proceed. Regards,

Specialist
Posts: 18
Registered: ‎09-24-2015
Message 4 of 216 (6,150 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

I have same issue. And been orffered the same thing. Other then I was offered a $1100 credit for the the TV I paid almost $3000 for which broke due to their defect, not mine. 

Specialist
Posts: 18
Registered: ‎09-24-2015
Message 5 of 216 (6,123 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

Basher, I noticed your name chaged. I tried to reply to your privae message, but its telling me the new name is invalid. Are you also "bee"  on the AVS forum?

Specialist
Posts: 20
Registered: ‎04-08-2016
Message 6 of 216 (5,593 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

About a week or 2 ago, I was horrified to find a horizontal line across the screen of my beautiful XBR-55HX950.  Since then, 2 more lines appeared below it.

 

I already contacted Sony Support and e-mailed pictures of the defect and was only offered this:

 

1. XBR-55X850B *factory refurbished w/ 90 days warranty*

2. XBR-55X900C *factory refurbished w/ 90 days warranty*

 

Additionally, I was told that I could not purchase an extended warranty.

 

I have purchased a lot of Sony products over the years and have had nothing but good experiences but my last 2 TVs have been unacceptable.  My KDL-46XBR8 was great but only lasted 4 years until the FPU board decided to die.

 

So, after some research,I replaced it with another higher end model, the XBR-55HX950.

 

The reasons I purchased these TVs were the phenomenal performance made possible by full-array local dimming and the sheer beauty of the monolithic design of the HX950.  As computersaysno noted in the opening post, neither replacement offered what made the HX950 near perfection.

 

It's basically "take it or leave it" was how the rep put it as I can't even pay a little more for something better.  ******, I'd pay a bit more if I can get an XBR65X950B recertified and extended warranty!

Moderator
Posts: 1,063
Registered: ‎08-18-2014
Message 7 of 216 (5,588 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

Hi Purehazard, thank you for bringing this concern to our attention. Please send us a private message with your Event ID, day time phone number, model and serial number of the unit, and a brief description of the problem. Thanks, Charlie

Specialist
Posts: 42
Registered: ‎03-04-2016
Message 8 of 216 (5,561 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

They offered me the same thing, A refurb X850B or a refurb X900C, both of which are vastly inferior sets. Word for word, from a rep on this board:

 

"Hi raidriar, we apologize for the inconvenience this may have caused you. However, options to resolve your issue has been provided. Please be advised that this offer is final and we will stand as it is. Thanks, Charlie"

 

So it is a final offer. I didn't accept either one until Sony decides to replace the set with something more comparable and not a vastly inferior model, or a model riddled with defects.

 

Maybe Sony can offer a NEW, 55X930D panel, which is of high quality and widely reviewed to be a great set. I think that would be a comparabel offering rather than the feature lacking X850B or the ridiculous light bleeding X900C.

 

NOTE: I wanted a X900B, but since those were gone, they wouldn't step me up to the X930C, which has the most comparable feature set to the HX950. Shame.... I would have been satisfied with a X930C or X930D.

Specialist
Posts: 20
Registered: ‎04-08-2016
Message 9 of 216 (5,530 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

[ Edited ]

So you're waiting it out to see if Sony will update their offers to include the X930C?  Do you have a 55" or 65"?

I suspect that a year from now, they will say it's depreciated further and will only offer us an XBR55X810C.  I was tempted to take the XBR55X850C and be done with it since it seems better than the XBR55X900C and XBR55X850D but the 90 days refurb warranty without an option to purchase more is unacceptable.

 

Granted, I didn’t throw down $10,000 for a Sony “halo” television but I would have thought that customers who opted for a mainstream flagship would get a better solution than the ones offered to us now, especially ones who have been loyal to the Sony brand.

 

I probably have some unhealthy brand loyalty to Sony having stuck with them for decades.  The Sony Walkman, Discman, several camcorders, amplifier, car head units & speakers, alarm clocks, several CRT & LCD monitors, some headphones & earphones, a number of cameras, 3 x Z series laptops, 2 x P series netbooks, 4 x PS1 consoles, 3 x PS3 consoles, a PS4 and a number of CRT televisions including a KV-40XBR800 that’s still working today.  I have 2 x PS VR units on preorder too.

 

Heck, outside of 2, all my mobile phones have been Sony / Sony Ericsson ones.  CMB1207CNT0, Z200, P900, S720a, K790a, 2x W810a, W550 (or was it W600?), W580, W850, X1, W995, X10a, Arc, T, Z1, Z3 and I’ve been meaning to jump on the Z5 Premium Chrome.

 

I’m sure you and many others who have had to deal unacceptable warranty solutions have also purchased other Sony products.

 

Seems to me that Sony’s customer relations department isn’t really there to retain customers.  I applaud the fact they admitted to faulty panels and extended the warranty but being a flagship product, I expected better solutions that would be comparable.  I even offered to pay a bit more to either buy more warranty or upgrade to something else but both the 2 phones reps and CharliE10 essentially gave me the same “take it or leave it” answer.

 

Yes, Sony may save a few bucks to give us lower models but may also lose a few loyal customers regularly throw money at their other products.

Specialist
Posts: 42
Registered: ‎03-04-2016
Message 10 of 216 (5,524 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

[ Edited ]

I have a 55", which is why they clame the X930C is not comparable...(65" only)

 

Regardless, I bought a top line TV for a whopping 3500, which the X930C is selling for roughly 1000 less than that, and it doesn't even have 240Hz native refresh rate or FALD. They seem to think a backlight bleeding ****** X900C is a good option or even worse the X850C. So yes, I am waiting it out until they decide to offer something that actually compares.

 

And I made it known I am a long time Sony customer, with thousands and thousands of dollars invested in the playstation 1, 2, 3, PSP, PSV, PS 3d display, sound systems, sound bars, speakers, headaphones, televisions...list goes on and on. They just didn't care that I was a big time customer. They played the same game with me with the optical block fiasco with the KDS-A2000, and eventually cut me a good deal on a NX720 after weeks of back and forth. I wasn't offered good options this time around, despite my persistent and clear comparisions between what my set has, and what they offered me. I would happily debate with any Sony engineer they can provide, but it seems they do not wish to listen to logic. To sum up my argument:

 

HX950 has:

1. FALD

2. 240Hz refresh rate native

3. Edge to edge gorilla glass

 

Any of those 3 models basically share the same main points, the only upgrade being 4K resolution, otherwise:

1. Edge lit, all of which have notorious bleed issues

2. 120Hz refresh rate native

3. A chunky bezel around the screen.

4. Some had passive 3D (incompatible with my current glasses)....

 

 

 

And they went ahead and threw my argument right out the window. OK Sony, see if you get my money again...

 

If we are talking sense here, X950B, X940C would have been proper replacements since they are FALD, but I understand time takes a toll here fine...but don't send us a downright insulting offer for a DEFECT. 

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