/ 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?

Comments
Guest
Keith Towers says:
9 May 2013

I’ve just posted my complaint on several Sony Facebook pages, but I doubt that any notice will be taken of them. Sony UK just isn’t interested in negative remarks. They will continue to bury their head in the sand and hope it will go away. When they finally realise that their bottom line profits are down they will blame everything else except themselves. They are a bunch of arrogant clowns relying on past successes to see them through. Never again that’s for sure.

Guest
Richey Roo says:
9 May 2013

Result. I’ve just found my receipt for my tv and found I’d paid for an extended warranty, it still has 3 months left. I’m going to give them a ring in the morning.

Guest

This issue has been a bitter pill to swallow. The whole reason for buying Sony was tje quality behind the build and a brand you can trust. However both have let me down badly and like some other comments on here I will avoid them like the plague and warn off anyone else who cares to listen.

I have since brought a lg 3d tv and couldn’t be happier. Good luck to those who are still trying to get help from sony and well done to those who have had success.

Guest
mgnm says:
5 July 2013

never again Sony. I just hope lots of people read the comments and avoid buying Sony TV.

Guest

That’s not nice! Only a small percentage of these TV’s had problems. kind of like society has the problems from being in it. Stuff happens. I just bought a Sony Bravia and am thrilled. I cant wait till morning to set it up. I’m so grateful and happy. Every thing takes Risks but it cant take my happiness away, sorry. BETTS :> GOD BLESSED ME TODAY!!!

Guest
Ripped off by Sony says:
9 May 2013

Good Luck Richey Roo and give them hell from the rest of us who have no warranty in date , Dannybec , like you I bought a Samsung 46″ 3D flatscreen and its just wonderful , BUT I HAVE A 5 YEAR WRITTEN GUARANTEE ! also

Guest
Richey Roo says:
9 May 2013

Just To add, the warranty is with richer sounds, not with Sony.

Guest

As this is a safety matter I do not think your Sony TV needs to be under warranty. Anybody in possession of any of the affected models may be wise to unplug the TV from the mains until a Sony engineer has examined it. Bring back the on/off switch, I say.

Guest

I mean, unplug the TV when unattended for long periods not until the engineer arrives!!

Guest
Richey Roo says:
1 June 2013

Had a phone call yesterday to say richier sounds are going to replace the screen in my tv next week.