Skip to the end of navigation

Welcome to the Community!

Customer Relations

Showing results for 
Search instead for 
Do you mean 
Reply
Enthusiast
Posts: 5
Registered: ‎09-18-2017
Message 1 of 9 (1,763 Views)
Accepted Solution

XBR-75X940D Green Line

I purchased the TV last year on June 17, 2016 and received it a couple of weeks later. This was a retirement gift to myself.

Just a few days ago, a vertical green line appeared from the top of the TV all the way to the bottom. I contacted Sony Support and tried the troubleshooting suggestions. However the line is still there.

I’ve been a loyal Sony customer for over 40 years. I’ve owned the first XBR TV, soundbars, Walkman, Discman, CD players, Blu-Ray players, headphones, Vaio PCs, cameras, stereo equipment and so on (you name it). I’ve never in my life had a single problem with a Sony product. This disappoints me greatly that in my retirement year, I’m having this serious of a problem with the most expensive Sony product I’ve purchased.

Of course I understand that I’m 90 days past my 1-year warranty. The support people tell me that the TV is no good now and my only option is to purchase a new one. How does this happen now, after owning so many Sony products? I’m retired now and don’t have the income to purchase another $7,000 TV. It makes me wonder if I should ever invest in Sony again.

I’m so devastated and sad. Please tell me that I have another option.

 

****** UPDATE ******

 

After three days of reporting my problem, I'm feeling that Sony doesn't really value their longtime, loyal customers.

 

The technical support agent left me with no options. The customer service agent insists on an authorized technician to look at my TV. However the nearest service center is over 6 hours away, plus I don't have a vehicle that can transport my 75" TV. The other service options (Sears and Best Buy) cannot help me either. I purchased it from a local Sony Authorized Dealer.

 

I've responded (via email) to the customer service agent with my problems regarding inability to see a technician. It feels like they are leaving me with a broken TV as I am hearing nothing back.

 

I didn't break or damage the TV; it's Sony's fault for selling me an inferior product. I really think Sony should have better customer support on their top-of-the-line products. Twelve months of, "so sorry, the warranty has expired" support on such expensive hardware should be better. This was a $7,000 purchase. They should stand behind their products.

 

I am just sick about it. Can anyone help me, please?

 

 

 

Moderator
Posts: 1,087
Registered: ‎08-18-2014
Message 2 of 9 (1,747 Views)

Re: XBR-75X940D Green Line

Hi WestieLove, Let me send you a private message.  Thanks, Hailey

Enthusiast
Posts: 5
Registered: ‎09-18-2017
Message 3 of 9 (1,578 Views)

Re: XBR-75X940D Green Line

It has been a pleasure dealing with the Sony Customer Service Team. They understood my problem and have made me feel like a life long, valued customer. Everything has worked out to my complete satisfaction.

 

I've been a 40+ year customer and will continue with Sony for the next 40 years.

 

Thank you Sony.

 

Highlighted
Moderator
Posts: 1,146
Registered: ‎01-16-2015
Message 4 of 9 (1,566 Views)

Re: XBR-75X940D Green Line

Hi WestieLove, We're always looking to make Sony better. Thank you for sharing your feedback with us. Have a wonderful day!

 

Regards,

Jade

Enthusiast
Posts: 3
Registered: ‎11-23-2017
Message 5 of 9 (657 Views)

Re: XBR-75X940D Green Line

 

Jade,

 

I have the exact same problem with a green vertical line appearing left of center on my 75" Sony screen, all the way from the top of the screen to the bottom.   Could you please let me know what the solution is that was satisfactory so I could achieve the same?

 

Thank you very much 

Moderator
Posts: 2,476
Registered: ‎10-20-2014
Message 6 of 9 (646 Views)

Re: XBR-75X940D Green Line

Hi cdcochran5, let me send you a message. 

 

Regards,

Dave

Enthusiast
Posts: 3
Registered: ‎11-23-2017
Message 7 of 9 (433 Views)

Re: XBR-75X940D Green Line

Dave,

 

Thanks for your message in which you said a technical specialist would call me. I did talk to him, and he confirned the green vertical line was a problem with my Sony TV (which I paid $4,000 for onlly two years ago) and not an associated piece of equipment.  He said he would escalate within Sony customer relations and send me an email right after our call advising me how to take the next step.   However, I never received such an email.  Additionally, I left you a private message yesterday saying I did not hear back from technical support, but I have not heard back from you now as well.   I am not sure what is going on or why Sony has gone dark on me ?  I have a problem with my two year old Sony TV and would like Sony's help here.  Please contact me, or have someone contact me.   Thank you. 

Moderator
Posts: 62
Registered: ‎09-19-2017
Message 8 of 9 (425 Views)

Re: XBR-75X940D Green Line

Hi cdcochran5, Let me send you a private message. Thanks  - Jade W.

Enthusiast
Posts: 3
Registered: ‎11-23-2017
Message 9 of 9 (411 Views)

Re: XBR-75X940D Green Line

Jade,

 

I received your private message, in which you basically informed me that Sony is now washing their hands of this issue.  This following a commitment by your Technical Support expert to escalate the issue within customer relations and that he would send me an email defining the next steps I should take to reach satisfactory resolution.   None of these things ever happenned.  

 

Now, you are telling me I am on my own.  Because the TV is older than one year old, basically tough luck.  Well guess what?  Buying a TV with such low quality that the screen goes bad so soon after the one year warranty is not simething I will ever do again.  I just spent $4,000 for a Sony TV that only lasted two years before a major screen problem.  And not once, did I ever touch or move the TV since it was initilally installed.  For all of you out there, please be advised that if you spend $4,000 for a Sony TV like I did, or even a greater amount; you might find a green verical line in your TV very soon after the one year warranty period expires.   To me, this is unexceptional poor product quality.  To sony, they dont care.  They will tell you to contact your local Sony authorized repair shop, and after you pay for them to come out to your house and pay them for their minimum service charge, they will either tell you you need to replace the TV, or they will tell you the very expensive cost it will be to fix it.   I will publicize these facts about Sony whenever and wherever I can, and will never purchase a Sony product again. 

Get Social

Share your ideas Watch YouTube Support Videos follow us on Twitter Visit us on Facebook