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Enthusiast
Posts: 2
Registered: ‎03-17-2017
Message 1 of 14 (637 Views)

my sony kdl-70R550A has a black screen

Hello my name is rodrigo garcia and i bought a sony tv of 70 inches in best buy. the model # is KDL-70R550A, the serial # is 6007440, the manufactured date is april 2013. I bought it on best buy in december of the same year and the problem I have with the tv is that it has a black screen, has working audio but shows no image. I sent it to a technician and told me the problem was that the panel is completely dead. I talked to sony because i wanted to buy the panel and they told me they don't sell it anymore. And according with the law, sony has to have parts at least for seven years in stock. Thats why I called because I really want to fix it. I paid 2 thousand dollars and it doesnt seem fair that I can't fix my tv. Thats why I would like to know if you can help, or what other options I have. I would appreciate your help. Thank you very much.

Moderator
Posts: 987
Registered: ‎08-18-2014
Message 2 of 14 (628 Views)

Re: my sony kdl-70R550A has a black screen

Hi rodrigo123, Let me send you a private message.  Thanks, Hailey

Enthusiast
Posts: 5
Registered: ‎03-23-2017
Message 3 of 14 (575 Views)

Re: my sony kdl-70R550A has a black screen

Hello,

I have had the same exact issue recently with the same eaxct model and Sony's offer to sell me a refurbished TV for $1600+ is unsatisfactory.  Here is the information and communication to Sony support.  I was speaking with Mark.  

I would very much to have Sony make this right, but the offer is horrible and I will take this as far as I can.  This is NOT right that our pocket book is going to take a huge hit like this because of poor quality, customer service, and Sony not standing behind thier products.  

I will make this communicated across the internet wherever I can and to the far reaches of the planet, as this is not right!  If my family and I are going to get hit like this, so is SONY!  Just tell me again that the offer is the best Sony can do and I will be submitting this to the BBB, consumer reports, etc

 

I welcome being reached by phone, Mark has my number

 

Here is the communication thus far...

Mark, 
If that is the best Sony can do, we will "never" buy another Sony product again and recommend to friends and family to never buy Sony products and get stung like we did.  Yes, it is out of warranty, but it is also completely not repairable and can't be fixed WAY before it's expected useful life!!  And Sony thinks this is acceptable, on a $2300 product only 3 years old? 
 
Again, I'm not going away and would like to speak to someone at the next level to escalate this, which I have asked for 2 times now.  My number is xxxxxxxxx.
 
We are truly shocked in the quality of Sony and considering all the other complaints we have seen in reviews, Sony has definitely lost loyalty in thier customers, and we are going to be another one, it seems.  
 
If this is not resolved or escalated further , I will be putting a complaint in to the Better Business Bureau, as we are truly unhappy with Sony customer satisfaction and quality of products.
 
Thanks
Dave
Sent via the Samsung Galaxy S® 6, an AT&T 4G LTE smartphone

Mark, If that is the best Sony can do, we will "never" buy another Sony product again and recommend to friends and family to never buy Sony products and get stung like we did.  Yes, it is out of warranty, but it is also completely not repairable and can't be fixed WAY before it's expected useful life!!  And Sony thinks this is acceptable, on a $2300 product only 3 years old?  Again, I'm not going away and would like to speak to someone at the next level to escalate this, which I have asked for 2 times now.  My number is xxxxxxxx
We are truly shocked in the quality of Sony and considering all the other complaints we have seen in reviews, Sony has definitely lost loyalty in thier customers, and we are going to be another one, it seems.  
If this is not resolved or escalated further , I will be putting a complaint in to the Better Business Bureau, as we are truly unhappy with Sony customer satisfaction and quality of products.
ThanksDaveSent via the Samsung Galaxy S® 6, an AT&T 4G LTE smartphone

 
Enthusiast
Posts: 5
Registered: ‎03-23-2017
Message 4 of 14 (574 Views)

Re: my sony kdl-70R550A has a black screen

Continued....

-------- Original message --------

From: Sony Support USA <SonySupportUsa@am.sony.com>

Date: 3/23/17 8:12 AM (GMT-06:00)

To: 'krausedak' <krausedak@yahoo.com>

Subject: RE: E64811172 *Mark*

 

Hi David,

 

Thank you for contacting Sony. We apologize for not meeting your expectations but the refurbished replacement at a cost is the best Sony can offer you. Please be reminded that your TV is already way out of warranty but we are still accommodating you the best way we can. This is our best and final offer. Thank you.

 

Regards,

 

Mark

Sony National Customer Relations

 

From: krausedak [mailto:krausedak@yahoo.com] 
Sent: Wednesday, March 22, 2017 6:11 PM
To: Sony Support USA
Subject: RE: E64811172 *Mark*

 

Hi Mark, 

What is the status of my claim and how can I escalate my claim further?  Again, my request is for Sony to send a replacement TV of equal value for the failed TV that only lasted 3 years, to which no replacement parts are available.  

 

My family and I trust that Sony will stand by its products, commitment to quality, and customer satisfaction.   We have been loyal to Sony brand products and hope to still be, after our recent dissatisfaction with our Sony brand television. 

 

Thanks

Dave

Sent via the Samsung Galaxy S® 6, an AT&T 4G LTE smartphone

 

-------- Original message --------

From: krausedak <krausedak@yahoo.com>

Date: 3/18/17 5:09 PM (GMT-06:00)

To: Sony Support USA <SonySupportUsa@am.sony.com>

Subject: RE: E64811172 *Mark*

 

Hi Mark, 

A 75 inch would to big for our TV cabinet, so we would need a 70 inch or less. 

I also spent $2300 for this tv that only lasted 3 years, so I request Sony to send a replacement TV 70 inch or 65 inch to make due with this TV that lasted way before it's useful life and where replacements parts are no longer available.  If a refurbished TV that I have to pay for is the best you can do, I request to escalate this further with Sony?  

 

If need be, please contact me by phone,  xxxxxxxxx

 

Thanks

Dave

Sent via the Samsung Galaxy S® 6, an AT&T 4G LTE smartphone

 

From: Sony Support USA <SonySupportUsa@am.sony.com>
To: 'David Krause' <krausedak@yahoo.com>  
Sent: Saturday, March 11, 2017 
Subject: E64811172 *Mark*

Hi David,

 

Thank you for contacting Sony. We apologize that the unit needs an LCD replacement. Due to the unavailability of the part and in lieu with the repair, Sony would like to offer a refurbished KDL75W850C for $1,609.40 with 90 days warranty. We will give you 1 week from today to thin about the offer and if you decided to take the offer please let us know. Thank you.

 

Regards,

 

Mark

Sony National Customer Relations

 

From: David Krause [mailto:krausedak@yahoo.com] 
Sent: Saturday, March 18, 2017 4:52 PM
To: Sony Support USA
Subject: Re: E64811172 *Mark*

 

Hi Mark,

The Best Buy Geek Squad just came today and tried troubleshooting our TV to no luck and confirmed panel is defective.  Attached is the receipt and analysis; note that the original order number 36766920 with the Geek Squad was cancelled due to the Geek Squad trying to go thru a third party to come for the analysis.  The replacement order number is 36849706, to which an actual geek squad member came.

 

If there are any more questions, please let me know?

Hopefully Sony will make this right and give us faith and loyalty in Sony brand products once again!

 

Thanks

Dave

 

From: Sony Support USA <SonySupportUsa@am.sony.com>
To: 'David Krause' <krausedak@yahoo.com>  
Sent: Saturday, March 11, 2017 8:23 AM
Subject: E64811172 *Mark*

 

Hi David,

 

Thank you for contacting Sony. We apologize for the inconvenience this may have caused you. Please be advised that Sony provides a limited warranty for initial failures to be covered by the manufacturer. Once the warranty expires, it will be the customer's responsibility to cover any repair cost on the unit. However, Sony values you as a customer so we would like to check how we can assist you further. Please email a copy of the written evaluation from Best Buy Geek Squad so we can verify the exact issue of the unit for review. We will contact you back as soon as we receive the evaluation and repair estimate. Thank you.

 

 

Regards,

 

Mark

Sony National Customer Relations

Enthusiast
Posts: 5
Registered: ‎03-23-2017
Message 5 of 14 (573 Views)

Re: my sony kdl-70R550A has a black screen

Continued again....

From: David Krause [mailto:krausedak@yahoo.com] 
Sent: Friday, March 10, 2017 11:25 PM
To: Sony Support USA
Cc: Kim Krause
Subject: KDL-70R550A

 

(Fw: Fwd: Your American TV Order 00004459427)

 

To Whom It May Concern,

I previously purchased an expensive Sony LED television in July 2013, which is now out of warranty, and it now functions with a blank black screen.  When I turn on the TV the status indicator blinks a red light 5 times.  Initially last week I had a very thin 1/8" line running across and near the very top of the screen.  I tried turning it off, but the issue always came back.  Then the next night, an additional thin line pooped up about 6" below the existing line that showed up the day before.  The next day after that, my family and I were watching TV and everything dimmed black.  We turned the TV off,  unplugged the TV for a little bit, then plugged back in and turned on the TV, and this is when the 5 red blinking lights started and have stayed that way since.  Note before this occurrence, we have had zero issues with this TV, and it has been very reliable, as we previously expected from a Sony product.  The TV has been in the same place in our house since we got it as well, so there is no moving or anything else that could have caused damage from us.

 

I have a call in to the Best Buy Geek squad to come and troubleshoot, but after researching the blinking red lights, this is a clear indication that the LED panel is dead.  I expect them to confirm this.  Geek Squad Order # is 36766920.

 

My wife and I, who have both always been faithful Sony customers and prefer to buy good quality products, we expected your LED television to last at least double the time we have had this television (6-8 years); this TV only lasted a little more than 3 years and is the most expensive Sony product either of us have ever purchased!  In fact both my wife and I love our Sony Vaio's (I'm using mine right now!), my son loves his Playstation, as well as, the current Sony Blue Ray players throughout the house.  The quality of Sony IS the reason why we bought a Sony Television!

 

I fully expect Sony to make this right for my family and I, and give us faith in your products again.  Through my research, I see that the panel going dead is a common occurrence on this model of LED TV and in California, they have it regulated to have replacement panels available for 7 or 9 years, otherwise electronic manufactures are expected to provide a replacement TV.

 

If after a Best Buy Geek Squad Technician comes to investigate and confirm if the LED Panel is dead, my family and I request that Sony provide us with a replacement LED TV as many of your other customers have received.  We will not accept the typical 15% off coupon and will shop for another brand of television, if that is the best you can offer.

 

Below is the information you require, along with a copy of the original email receipt for the purchase of this TV from American TV and Appliance, who is no longer in business.  

 

Provide the information below in the email body:

o   Product: 70" Class (******.5" diag.) LED R550A Internet TV

o   Model: KDL-70R550A  

o   Serial Number: 6012886

o   Purchase date and dealer: 06/30/2013 from American TV & Appliance

o   Event number (E64811172):

o   Specific issue: LED Panel doesn't turn on and the status light blinks red 5 times in a row.

o   Describe request: Replace TV with a newer model

o   Additional information: Paid $2,299.00, as shown below, Geek Squad Order # is 36766920 

o   Daytime contact number and name of person to speak with: 262-395-8169 - David Krause

 

Very sincerely,

David and Kimberly Krause

 

Moderator
Posts: 987
Registered: ‎08-18-2014
Message 6 of 14 (566 Views)

Re: my sony kdl-70R550A has a black screen

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

Specialist
Posts: 17
Registered: ‎09-01-2016
Message 7 of 14 (545 Views)

Re: my sony kdl-70R550A has a black screen


haileyj wrote:

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


Hello, Hailey.

 

I am yet another Sony customer with the same TV problem as many, many others on this forum. The KDL70R550A television was CLEARLY built with defective manufacturer's (Sharp panel) components, as you and Sony well know. The number of these units manufactured and sold is surely a small fraction of Sony's global business, and considering how other companies treat customers who have bought defective products (look at the Samsung phone recall; look at auto manufacturer recalls) this is an outright disgrace. It would NOT break Sony's bank account to give customers a replacement TV (but please, not another KDL70R550A!!!) and demonstrate that Sony stands behind their products and treats customers fairly and with respect.

 

JF

Moderator
Posts: 2,346
Registered: ‎10-20-2014
Message 8 of 14 (529 Views)

Re: my sony kdl-70R550A has a black screen

Hi JF_49, 

 

 

Let me send you a message. 

 

 

Regards,

Dave

Enthusiast
Posts: 5
Registered: ‎03-23-2017
Message 9 of 14 (503 Views)

Re: my sony kdl-70R550A has a black screen

Hello, Hailey,
Thanks for calling right before the offices closed, last minute of the day hey.
In any case, could you send me a pm what Sony plans to do with my case?
My guess I'll have to report this as I stated in my response back to Mark, but asking, just as everyone else in this community for this model, hoping that Sony will make this right for their customers. I have family coming over for my son's birthday and they will ask about the Sony TV sitting there, and I will tell them what happened and the lack of customer service from Sony.
As I said, I will be making my case known across the Internet if Sony doesn't hone up to the defective products that they are aware of and make this make right in a reasonable matter. SONY has until Monday, otherwise complaint to BBB and thru my state attorney general.
Sincerely,
David Krause
Moderator
Posts: 987
Registered: ‎08-18-2014
Message 10 of 14 (497 Views)

Re: my sony kdl-70R550A has a black screen

Hi krausedak, I sent you a private message.  Thanks, Hailey

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