/ Technology

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?

Mario says:
3 December 2014

Never ever buy a Sony TV again!!!!
Spend big bucks on 55″ flat screen and the tv last for maybe 3 years.
Go to troubleshooting site and lots of complaints about the same thing ( black screen and green light flashing).
No one has the answers
F**k!-I hate Sony and the s**t they make.

KeithT says:
4 December 2014

Sony is heap big s**t. It has no idea how to treat its customers and probably treats its staff the same way whilst pocketing loads of profit. Sony is a dead duck in the water as far as I’m concerned and never again will I buy even a ball point pen from them if Sony’s name is written on it. My next T.V will be an LG or Samsung curved, and Sony can go take a jump. And I will advise everyone I talk to not to buy Sony either! Every manufacturer has problems sometimes, but it is the way they own up to those problems and help customers who complain that does it every time for me. Sony does not live up to the honourable Japanese way. They are no more than an arrogant bunch of crooks in my opinion.

elliott says:
27 August 2015

although my problem is unrelated to this recall I want to agree with the comments about Sony. I’ve had my KDL22EX320 for less than 3 years and Sony have removed YouTube, Channel 5 and Netflix apps.

Mohamed says:
30 December 2015

My Sony Bravia TV not able to access YouTube but Sony refusing take responsibility we all start campaign against this unfair issue no help offered

Barbara says:
9 March 2016

We have a Sony Bravia bought in 2008 , could anybody help us or any suggestions ,we have a shadow on the left hand side ,we have tried re tuning switching it off , various other things.

This comment was removed at the request of the user

Angie paslins says:
22 April 2016

Never buy Sony products!!!!@ multi million dollar company consumer service is horrible . Thanks for social media because i will let everyone know to never buy there products…