Good on Sony for swift TV “recall”, but can it keep it up?
Following the revelation that some Bravia LCD TV models could be at risk of overheating, Sony is offering free engineer inspections and repairs for 1.6 million TVs. But will it be able to cope with the demand?
With the news that as many as 1.6 million Sony Bravia LCD TVs could overheat, UK owners are being urged to check their model numbers to see if they’re affected.
The alert was first raised after a series of incidents in Japan, where overheating TVs emitted smoke and internal parts even started to melt.
The affected “smoking” models are available worldwide, including in the UK, forcing Sony to respond to the issue on a global scale.
The Sony Bravia LCD TV models at risk
Sony has announced that the affected models are 40-inch Bravia LCD TVs from its 2007-2008 range. The full list of models at risk are below:
- Sony Bravia KDL-40 D3400
- Sony Bravia KDL-40 D3500
- Sony Bravia KDL-40 D3660
- Sony Bravia KDL-40 V3000
- Sony Bravia KDL-40 W3000
- Sony Bravia KDL-40 X3000
- Sony Bravia KDL-40 X3500
If you own one of the TVs that is considered at risk, you should contact Sony’s product support team on 0844 846 6555. Alternatively, contact your local Sony Centre.
Sony offers free inspection and repair
Now for the good news – Sony is responding to this issue by offering a free engineer service to any customers who own one of the affected models. We spoke directly to Sony’s product support team, who told us that an engineer will visit your house for free, and if a fault is identified, a repair will be offered at no charge.
While this is a potentially dramatic product fault, Sony seems to be responding quickly and on a large scale. It’s no small offering to provide free inspection and repair to as many as 1.6 million customers. This should act as an example to other companies faced with a similar situation.
However, when an alert was raised earlier this year over Beko fridge-freezers developing a fault that could make them a dangerous fire-hazard, a flurry of commenters here on Which? Conversation complained that Beko’s customer service was so strained it was unable to offer immediate support to concerned customers phoning up.
A number of commenters told us that it had taken them days to get through to Beko’s support line, and even then they still had to wait over a week for an engineer to actually visit them.
With as many as 1.6 million Sony TVs potentially affected, I’m left wondering whether Sony’s customer support network may face similar strains.
Do you own one of the TV models affected? If so, have you tried to contact Sony’s customer support yet, and with any success?
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Patrick Steen
So it looks like it might be struggling already, perhaps not with the customer support line, but its website which announced the models has already crashed: http://support.sony-europe.com
Just to prove this:
Jools
Well I managed to get through on the phone within 10 minutes, and they will call me within 24hours to arrange an engineer’s visit, so far so good!
Rich Parris
Thanks Jools, that’s good to know – I also got through very quickly to helpful assistant over the phone this morning, posing as a concerned customer, so that’s a good sign. Though by that point the news hadn’t spread too far yet!
Jools, perhaps you can drop us an update when the engineer has visited to let us know if a repair was required?
Charlotte Slayford
This is sounding all too familiar for me – it was just last week that I was jotting down my serial number (one of the affected TVs) to call Sony to explain an issue with the LCD. The TV is currently with a recommended Sony repair place as we sent it there before the announcement – we’ve already paid £100 for it to be seen and were told we’d have to pay more to get it repaired. I’m going to call Sony to see what they say – I’ll keep you posted on this
Patrick Steen
Since Sony’s support page has been having some trouble, and you may not know where to find your Bravia model number, here’s how:
From the settings menu’s inside the TV:
Press on the Menu button on your remote control
Navigate to the settings menu and then select setup menu
Select product information and press ok to identify your model.
To find it on the back of the set:
You can find the model label on the back of your TV set
Again, the models affected are KDL-40D3400, KDL-40D3500, KDL-40D3550, KDL-40D3660 KDL-40V3000, KDL-40W3000, KDL-40X3000, KDL-40X3500
Charlotte Slayford
I’m really surprised Sony has yet to extend its telephone line opening times. 9 – 5pm is pretty limiting for those in full-time work. My phone call took 20 minutes out of my morning – 10 minutes on hold, 10 minutes spelling out every letter of my name, address, and TV number. It’s not looking promising for me as my TV had already broken – they say it’s a result of screen failure rather than overheating but they have reassured me they’re checking for this too.
tenby
my tv also already broken with a screen failure – cost £1,500 when new, and now costing £507 for a new screen, I don’t think so – my tv lasted 4years and 10months. My supplier and Sony refusing to do anything about it, Need to prove fault was there when it was purchased! how do I do that?
wavechange
It could be difficult to find someone who could give specialist advice AND prove that a fault existed at the time of manufacture. Even if you are successful you may be offered a small refund ,taking account of the fact that you have used the TV for nearly five years. If you push for a repair you could be told that parts are no longer available.
I wish you luck but think you will be unlucky.
michelle
I own a Bravia Model KDL-40U3000 have just spoken to sony and am awaiting an engineer to call me back as my model isnt on the recall list but has had an offensive burning smell My local Sony Centre told me it was only Japan having these problems. .
Rich Parris
Thanks Michelle – depending on what you were told exactly, there’s some clarification we can offer – it’s only been in Japan so far that cases of smoking/melting TV parts have been reported, but Sony are raising the alert for all TVs mentioned above wherever they have been sold globally. We’d recommend that you press for an engineer to visit in case this hasn’t been confirmed yet
Vicky
I got through and an engineer will be contacting me in the next 2-4 hours as i have one of those models!
Roy
I got onto Sony’s UK website this morning. with no problem. There is a link to enable you find your local service centre. I phoned my nearest one; they knew about the inspection alert, confirmed my TV was among those affected and booked an engineer to visit me on Monday morning. So far excellent service.
Adrian Bovey
Re: Beko fridge freezers. I got through first time to customer services and had an engineer from British Gas here within 48 hours to replace suspect parts. Absolutely no complaint actually commendation for the speediness of response. Whatsmore I even had followup from Beko to make sure that the repair/rectification had been completed swiftly. Great fan of Beko as with all Turkish products in cooling related items.
RobinT
I have been complaining about a nasty dark line across the panel for ages but they wanted huge money to replace it. I wonder if they will cover it?
RobinT
Yes they are going to send an engineer but they were quite specific that this was not a recall, just an inspection.
Patrick Steen
Hi Robin, yes this is not strictly a recall, as they are not recalling all TVs. Instead they are offering free inspections and repairs for this particular models.
RobinT
I wonder if they will just replace the inverter that is overheating or will replace the damaged screen as well. i doubt it!
Caroline Loveland
Called my local Sony dealer (not the place i purchased the TV) and they are happy to come out. They are coming next week so no problem at all.
Full marks to Davis and Easton in Faversham.
Rich Parris
Thanks Caroline, that’s a really useful point you’ve clarified – that you can receive service from your local Sony dealer even if this wasn’t the place where you bought your TV originally.
Derek
I got on to Sony’s website yesterday with no problem and followed the link to find my nearest service centre. I booked a visit for this morning and my TV was checked out and failed, the engineeer confirmed the component was overheating ( my TV is a KDL-40X3500).
Service engineer will contact me to arrange repair once replacement part obtained.
Rich Parris
Thanks Derek, very interesting to read a response from someone who had a faulty unit – glad to see Sony is responding appropriately and without charge!
Jools
Update from an earlier post. They did indeed ring, and arranged for an engineer to arrive Friday. He has just been and inspected the TV, no problem at all and everything is working fine. He showed me the area and where the melting has occurred in the defective parts through overheating, clearly there was no issue with mine which is 3 years old. I can’t complain about the service, or the response, all good for me.
Joolsx
Rich Parris
Thanks for coming back to us to update Jools, it’s much appreciated and glad to know you received good service!
Bill
Contacted my local Sony Centre, wanted to come out the next day, but coming in a few days as not convenient to me. Very good service. Thank you.
RobinT
I still think a burnt screen is bad after 2 years and they should replace it.
Derek
Update on my earlier post this morning
Service centre has just phoned back to arrange to repair my TV next Wednesday, confirmed no charge and replacement TV offered whilst mine is away.
So well done to Sony so far in sorting this out and excellent service from their service centre Video Techs in Sutton
Rich Parris
Hi Derek – thanks very much for following up on your earlier post, very reassuring to hear you’ve received excellent service on this matter
Phil
Contacted my local Sony Service Centre as opposed to contacting the number published. Excellent service. Promised an appointment within 48 hours.
Bad TV great Picture
They have the same thing happing with the 50″and 60″ We have 2000 into it Now!
Rob
Had the engineer out today, mine has the part that needs to be replaced. they have taken it away for 10 days, no loan tv offered or a replacement given. disgusting.
i have complained and they told me they will not be giving loan T.V’s out or replacing the TV instead just pelacing the part – meanwhile i have no televison to watch.
thanks then Sony, what with this and my PS3 network going down a few months ago and my bank details at risk, i suspect i wont be buying anything SONY ever again.
shocking.
wavechange
What’s the problem with living without a TV for ten days? It could be the start of a more interesting new life.
Rich Parris
Hi Rob – sorry to hear you’ve been left without a TV for the period of service. If possible, would you be able to return to this forum to update us when your TV is returned to you? We’re very interested to hear a “complete experience” of the Sony service from someone affected by this issue
Many thanks!
wavechange
Despite my previous comment I hope you get your TV sorted promptly and report back as Rich suggests. There are too many unfinished stories on this forum.
Phil
Just tried the Sony telephone line and told only open between 9am and 5pm. Tried my ‘local’ Sony Centre and told this is nothing to do with them; they are only a franchise! So, now that I am on holiday I can ring Sony at my expense and their convenience to see if they can repair the faulty poor quality tv they sold me (hopefully at their expense and my convenience!!)
Rich Parris
Hi Phil? Which branch is your local Sony Centre? According to the Sony advisors we’ve spoken to, it should be possible to seek an inspection of your TV from your local Sony centre even if this wasn’t the point of purchase – this message seems not to have reached your local franchise!
RobinT
What a cheeky rip off! The engineers came and checked the inverter, which was simply measuring the impedance of a transformer. If it is too high then it is a fire risk. As for my dark lines they said it was a panel defect and was not covered. I then got a call from ICTV sony’s agent to say there are no panels left and they could replace the TV with a modern equivalent for £530 inc VAT, special price. The panel used to be £250 and I can buy a new equivalent TV for £450! What a swizz!
Rich Parris
Hi RobinT – we’re getting further reports from our members about dark lines appearing on their panels with models from this series – we’ll be collecting these comments to challenge Sony in case there’s a known link between the declared defective part and the panel faults which are manifesting. Being told your defect isn’t covered and encouraged to cough up £530 doesn’t sound like a welcome solution to me!
wavechange
It is about time that manufacturers provided a six year warranty on most electronic products. Electronic equipment that is well designed and uses suitable components should be very reliable. Manufacturers should be required to maintain a stock of replacement parts for ten years to cut down on the enormous amount of waste electronic equipment generated in this country.
I would make an exception for computers and other items where the technology is developing rapidly, but a TV should last at least ten years.
Phil
I contacted the Sony Centre at The Trafford Centre. This is the same Sony shop I visted about 12 months ago complaining about the quality of the TV, Blu-ray player and Camcorder I had bought in the last three years. I was told that Sony knew there was problems and had moved production to improve quality. After many years of recommending Sony to anyone and everyone, I’m afraid those days have well and truly passed!
Rich Parris
Thanks for letting us know Phil – just to say, we’re collecting all of these comments and examples of customer experiences to take to Sony as we engage them over this issue, so we really do appreciate all the comments and follow-ups
RobinT
please don’t forget to mention the dark line problem. A non existent fire risk is one thing but dark lines on the screen is another!
RobinT
I don’t think the two problems are related. I was told the problem is defective panel manufacture.
wavechange
If the problem is due to a manufacturing defect, the retailer should arrange repairs free of charge. The trouble is that you may have to prove that there is a defect. You have nothing to lose by asking.
Rich Parris
Also RobinT, as your TV is only two years old, you can challenge for your right to a free repair or replacement via the Sale of Goods Act, even if you are outside of the original warranty period
http://www.which.co.uk/consumer-rights/sale-of-goods/understanding-the-sale-of-goods-act/
jb
also have lines and start up issues i have kdl40w4500-r is this also covered in the recall and check program they have in place
Phil
NWES Ltd will be coming to check my tv a week on Wednesday. They don’t work Saturdays and will only give a half day time slot. Not easy when I’m a teacher! So my wife will be working from home ust to fit in with Sony. They were uninterested in the faulty screen issue and said that they had failed to find a faulty tv in 4000 checks.
Roger
Just spoken to Sony Technical Support to complain about ‘shadows’ on the screen of our three and a half year old KDL-40V3000. Told me that this particular model needed a safety check for potential fire hazard and would arrange to get an engineer sent out. But refused to say whether or not the ‘shadows’ and overheating problems were linked. Will await the engineer’s observations with interest. Simply not willing to accept that LCD screens from a manufacturer with the reputation of Sony should have less than a three and a half year lifespan.
Phil
I agree Roger. The whole point of buying Sony is quality. Most of us on here have bought Sony because we ‘knew’ we were getting a better product and so we paid a higher price. Looks like we were wrong! I hope not, as I have been a Sony fan for many many years. Please let us know how you get on. I’ll leave feedback after my visit next Wednesday.
Rich Parris
Hi Roger – hopefully you’ll get a reasoned response from the Sony engineer on this issue – I suspect if there’s a known problem of overheating behind the panel, there’s a high chance that it could lead to faults in the display itself. We’ll be speaking to our lab experts on this, and we’re collecting as many examples as possible.
If you get a chance, please do let us know what the Sony engineer had to say about your own TV, we’d be interested to know their verdict
gordon
i also have recently noticed a shadow down the side of my sony kdl40v3000 tv screen and wonder if this has anything to do with this overheating problem, this tv is also 3 1/2 years old. i have an extended 5 year warrenty and was waiting to see if i would be contacted about the overheating problem
Martin Wainscott
I am impressed. I had no news of Sony’s problem, which I’ve since learned was announced only as recently as 12th October, and was informed of it yesterday by a local, well respected company (ICTV of Farnborough). They called this morning to check out our TV and carry out any remedial work, all completed within 15 minutes. From the day we bought the TV we have had excellent service from Sony, and an excellent quality product. Well done to them and well done ICTV. I am however less impressed (and surprised) by the doom mongering of Which? with their headline: “Good on Sony for swift TV “recall”, but can it keep it up?”.
Rich Parris
Hi Martin – thanks for your comments, and great to hear that you received excellent and swift service. Hopefully we’re not doom-mongering too much with our headline (actually, there has been some far more dramatic news coverage around about “smoking and melting” Sony TVs!), but our reason for the note of caution is that in our experience, the kind of customer service required in an instance like this can have a much longer tail than may be suggested in the first week of news coverage. It is great that Sony are offering instant and free support, and we’ve applauded them for this, but we’re very keen to hear complete stories of people’s dealings with their support services and engineers if they’ve been affected by this issue.
We’re not seeking doom and gloom though – examples like your own of receiving excellent service are hugely useful for us as we build up a picture of how major manufacturers respond to significant customer support issues.
RobinT
I received excellent service on the trivial matter that cost Sony no more than a visit from ICTV and I would not be surprised if they got that as a quid pro quo. When it come to the substantive issue of the dark lines, then nothing except buy a new TV! (ICTV approach).
Rob
hi, sorry for the delay,
wavechange – thanks for the comment i cant even be bothered to go off topic about what you said but in short – 10 days without a set is a problem for me and my life is interesting enough to not browse forums all day trying really hard to think of something to say that only i would find funny.
to finish the story…. Sony contacted me the next day directly to apologise for the experience that i had and that i actually should have been provided with a replacement tv for the duration of the repairs and this replacement / loan tv should have been arranged by the repairing company (googlebox in bristol) they contacted googlebox to let them know that they should be providing loan sets for anyone that they take a tv from and asked them to make the return of my set a priority. googlebox then called the day after to say that my set was ready but could not deliver it that day as they did not have the staff (thanks for the call tho !) and said they would call the next day to drop it off. they called the next day and arranged a time and returned my set. all good now.
so in short, if your set has to be taken away for repair, you are entitled to a loan set courtesy of the company that removes it and i would suggest getting that clear with them before you arrange for them to come and take a look.
hope everyone else has a better experience than i did.
all the best – now back to my uninteresting life in front of the box.
regards,
Rob
wavechange
Good to hear you got your TV sorted out and hopefully it will behave itself for a few years.
A local repair company had my TV (out of guarantee period) three times over a 9 month period, trying to fix an intermittent fault. I eventually got a refund on the original repair cost but still had to pay a £35 inspection fee. I would really miss Radio 4, but TV is of considerable insignificance in my life.
Roger
Engineer has just left. No fire risk thank goodness. Crucially,when I raised the issue of shadows, he said he knew what I was going to say. Loads of Sony customers with this model TV he had visited over the last few weeks, since the recall began, reported exactly the same problem. Moreover, he added that when these customers had complained to Sony, the company were “less than helpful”‘ Plan to telephone Sony again in the next few days to demand some action but not holding my breath about the likely outcome. Seems to me that if Sony won’t play ball, might need to think about taking action against Currys (the retailer) under the Sale of Goods Act and then hope that they in turn will put pressure on Sony. This is breaking new ground for me so advice or suggestions would be greatly appreciated.
wavechange
Unfortunately, it is your responsibility to get an expert to provide evidence that the fault was present at the time of manufacture. I recall that Patrick put some useful information in a Which? Conversation about extended warranties.
Every TV service engineer knows that certain models have stock faults and may even know what the problem is likely to be without even seeing the TV. Where a fault is very common I think it is unreasonable to expect the customer to go to the expense of obtaining a professional report.
Stock faults are very common in cars and there are websites that list problem areas, effectively design faults. Car dealers are often good at providing goodwill repairs, either free or at reduced price, which helps to maintain customer loyalty.
I would like to see all large electrical goods sold with at least a 5 year parts & labour warranty, backed by the manufacturer in case the retailer goes out of business. Properly designed electronic equipment made from good quality components is incredibly reliable (think of hi-fi separates as an example) but manufacturers tend to cut costs and often go too far.
Best of luck Roger. You might need it.
Roger
Spoke to Sony support – based in Egypt. Tried to be helpful but said that they did not have authority to authorise a free or discounted repair by a Sony approved engineer. Advised me to make a written request to Sony’s Customer Relations Dept in Basingstoke. Again not holding my breath about the likely outcome!
Sue
Found out accidentally about the recall whilst researching a different problem with the set, a KDL40V3000. Sony contacted a local dealer on my behalf, and they are coming tomorrow, Tuesday, from an initial call last Friday. Impressed with that. However, the problem we have had for a year is dark lines/shadows for up to half an hour after switching the set on, the set was only 2 and a half years when it started. Reading about similar problems on here, I’m not hopeful that the issue will get resolved! I think it is disgraceful that a £1,000 tv lasts less than 3 years, especially as we buy Sony for reliability and quality. Let’s see what the engineer says tomorrow……
wavechange
Sony make some very high quality professional products, but TVs are consumer electronics, manufactured to a price. I have not seen any evidence that expensive TVs are more durable.
Beaky
I’ve just been recently looking on the net of an issue with my TV, I,ve got faint smeared lines on the screen. Watching football or anything vibrant on screen is terrible. The TV is about 2 and half years old. I brought Sony because of quality but now I’m thinking otherwise. I also come across my TV having a fire hazard issue with a recall! Could the two things be connected?? Surely Sony knows how many people are complaining about this and must recall the product!!
Where do I go from here and has anyone else been successful in getting the screen repaired or replaced??
My model is: KDL40V3000
I will contact the service number and keep you posted
Jane d
To everyone with KDL-40V3000 screen marks – I’ve just got a replacement tv from sony via my retailer today, after waiting 12 weeks for a replacement panel. Sony are unable to replace the faulty screens as they are not in stock. I can only assume they are not making replacement screens because of the recall fire problem affecting the model. To anyone unfortunate enough to have a faulty set without warranty, keep on fighting, as this is a common problem which Sony cannot ignore forever. A tv should last more than 2 years – the model is not of reasonable quality and Sony therefore have a responsibility to replace under the sale of goods act. Those with a warranty should get a replacement eventually, but one with only 1 year warranty regardless of years remaining on the faulty set.
wavechange
Congratulations on your success Jane. That provides hope for the rest of us.
It is disgraceful that parts should not be available for a TV that is only two years old, but I don’t think that Sony is the only manufacturer guilty of this.
John
My SONY KDL40W4500 is just under 3 years old and has developed lines across the screen and ghosting on the left hand side. The problem has become more prominent and consistent of late.
Again I have paid a lot of money for goods that should last for many more years.
Is thetre a contact number, name or process I can go through to get a quick resolution to this as it is plainly clear that there are many more of us with this problem.
Thanks a lot
Patrick Steen
Hi John, I suggest calling their support team on on 0844 846 6555 or contact your local Sony Centre: http://www.sonycentres.co.uk/ Hope that helps and good luck.
jb
also have lines and start up issues i have kdl40w4500-r is this also covered in the recall and check program they have in place.also have the same model and same issues as you would be glad if you could keep men informed as to your developments regarding this matter
The Tophe
Have today decided to ask Sony about the shadow lines which have been present on my KDL-40V3000 for several months now, thought we had caused it during cleaning the screen. Thought I would check this website first and am glad I did because I was not aware of the recall related to the “overheating” problem.
I am sure these overheating and shadow lines are linked in some way. When you stand close to the screen you can feel a lot of heat, more than I would expect.
Bought my set in February 2008 and will now report to Sony support / service centres immediately and get it checked out.
I agree with others regarding the disappointment about the failure of the Sony product in the first place and then their lack of response to the shadow lines issue.
Will see how I get on and will report on the outcome.