Issue with KD-65XH9296

[JimmonyG]

Hi all,

First time posting on here but hoping for some advice/help with an issue.

I bought the KD65-XH9296 7 months ago and was really pleased with it but’ve since noticed an issue. 3 shadowy dark columns have appeared in the middle of the screen which are particularly visible on bright scenes where there is motion. Here is a white screen which highlights it:

 

They are very noticeable whilst watching sports as the light green background of the grass and the motion really highlights it. I got in touch with Sony to say how unhappy I was with it. They asked for images of the issue. My first reply from them was “all LED TVs have dark corners”. I complained again saying that it wasn’t the corners, but the obvious middle section. I sent another video and images. After 48hrs they asked for a picture of the diagnostic images which were an utter waste of time. A lady on the phone said it was quite obvious and in Geri experience would most likely be an exchange.

I had a reply today saying that the “TV is working to specification”. I’ve asked them to look at it again which they said they’ll get back to me tomorrow. I offered to send more pictures which they declined. I feel another rebuke coming on.

It just feels massively unacceptable and that I’m being fobbed off when there’s a genuine

Issue and is within warranty.

I just wondered if anybody else has had a similar issue with the TV or customer service? Or had any idea what the issue with the TV is? Or where I go when I’m most likely fobbed off again tomorrow?!

Thanks 👍🏻

[rooobb]

It is called DSE (Dirty Screen Effect) and is one of the many problem an LCD display may have. There is no easy solution for it and (being that you are far from the return period for the TV) you have to deal with an extenuating battle to demonstrate that is out of the manufacturing tolerance.  I'm sorry I'm not a great help

[royabrown2]

@JimmonyG @rooobb 

UK consumer law is very strong, Consumer Rights Act 2015, and 7 months is well within warranty; and if you have put up with this for more than a month, such that it commenced in the first six months of usage but you hoped it might clear up if left, say, then the obligation is on the supplier to show that this was not an inherent fault with the set.

But the supplier in this case is the retailer, not Sony, so it is the retailer you should approach for a replacement under guarantee, and this is not a responsibility the retailer can pass on to Sony.

And while rooob is right about DSE, the criterion is not how badly Sony are allowed to build their televisions before even they hold their hands up to a problem, but what a reasonable person would accept; and given the issue occurs in normal watching, a reasonable person would surely not accept this.

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

Be a SAD FART and you’ll have no complaints

SAD FART means all goods should be of Satisfactory quality As Described, Fit for purpose And last a Reasonable length of Time.

Martin warned: “If not, they’re faulty, and that means you’ve strong legal rights. These are with the store you bought it from though, don’t let them fob you off to the manufacturer.”

Read the above to know exactly what your rights are, and then talk to the retailer.

NB: FWIW, I had a dispute with Sony about the unbelievably awful sound quality of a 36” CRT set. A Sony expert came down, listened to it, and said it was ‘within specification’. Even the guy from the local Sony Centre, who was also present, blinked at that.

We had clearly said that we wanted this set to stand alone, and god knows, it was big enough for them to have put some decent speakers in it, but Sony hadn’t.  Fortunately, we were spared an unholy fight about the sound quality (subjective) by the set’s inability to retain its channel tunings (objective), which two software updates from Sony failed to fix, so we were relieved to get rid of it on those grounds.

[rooobb]

@royabrown2 I'm always entralled by how UK laws are defending the customer rigths compared to other country.

IHMO is still hard to demonstrate that this manufacturing problem wasn't there since the beginning and not inherent to the technology (as the dark corners hs is willing to accept). But said so, I hope he find a way to get a better set  

[royabrown2]

@rooobb 

That’s not just DSE.

Thats what a two-lane road looks like in the UK when you are not allowed to pull over into the other lane to overtake 😛

[Pentium_Gladio]

Hi,

I'd recommend connecting the Sony support team to check if this is considered within specifications or not, and you can contact them using the link here.

Regards,

Gladio

[royabrown2]

@Pentium_Gladio @JimmonyG 

I wouldn’t dream of letting Sony decide what was ‘within specification’ or not.

Or at least if I did, I would look for an independent expert opinion on what was ‘acceptable’ or not.

[HannahEd01]

Hey guys, I think royabrown2 is right, also, I don't even think that's DSE. I can see two clear lines on this picture in a position that does not comply with backlit bleeding that is within specs. I would say give it another go with Sony support. It would also be useful for other users if you share what you tried during the process (troubleshooting steps I mean).