Received Damaged TV from Sony

LJNT on 12/03/2019 - 19:51
Last edited 23/03/2019 - 07:59

Bought Sony KD65A1 65" OLED TV from the following deal:

https://www.ozbargain.com.au/node/442055

When tried to take out the TV, found the back side was damage. My neighbour was helping me and damage was pretty much clear when we were taking the tv out.
Packaging itself was loose but there was no visible sign of damage to the box itself.

https://imgur.com/almvD2W

Contacted Sony and they have sent a picture which they mention is from their workshop prior sending the TV:

https://imgur.com/Q0TPJUx

Picture does not clearly show any number and only visible difference is red dot which is not on my tv.

Sony is refusing to cover it and keep forcing the blame for damage on me.

Response from them:

Hi XXXX, Thanks for your patience with this, based off the photos you've provided, and the quality assurance photos from before the unit was shipped out we've come to the conclusion that this damage did not occur while in transit or at our workshop, and is not the fault of a manufacturing defect. I've attached a copy of the photo taken while in the workshop for your information. Unfortunately damage like this is consistent with not unlocking the stand prior to trying to lift it. This creates an excessive amount of pressure at the top of the stand which can cause the back panel to crack. Due to this, we're unable to offer any further assistance in the case of replacing the unit or covering the unit for a warranty repair. However, I've asked our team to reach out to you and offer some other solutions. Please note that this damage is cosmetic and should you not wish to have it repaired out of warranty, it should not affect the performance or quality of the TV. Thanks!
Warm Regards,
XXX
Your Sony Online Team

Sony customer service is appalling. I don't believe that I have caused this damage. I want to get some opinion/comments whether it's worth to take it to VCAT/Consumer affairs or what could be my alternative options? This purchase was through ebay plus memebership and Paypal.

UPDATE 1: Following are the photos from packaging. There is no instruction manual in the box.
https://imgur.com/TR7PWHz
https://imgur.com/noZfd7o
https://imgur.com/PNvgyC3
https://imgur.com/W977An1
https://imgur.com/IbIeQW2

UPDATE 2: Thank you all for your support and valuable comments. Sony has approached me and resolved the issue by offering refund. I truly want to say thanks to OZB community to all the insight and support.

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    Approach VCAT/ Consumer affairs for support
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closed Comments

          • The Professional on 13/03/2019 - 13:06
            +2

            @HighAndDry: Did you watch the video on how to assemble it? You definitely need to read the documentation to assemble this TV.

            I guess it all comes down to there being glass on the back of the TV which most don't have.

            • HighAndDry on 13/03/2019 - 13:10
              +2

              @The Professional: How to assemble? Yes. How to take it out of the box? No.

              I've only bought a few flat screens ever - but you always carry them by the edges of the actual panel itself, because that's where the weight is, and you always spread the stress/weight as equally as possible.

              This isn't unique to flat screen TVs either - monitors, coffee table glass-tops, laptops, literally anything that's large, flat, fragile, and heavy are all carried this way. For example, you wouldn't carry a laptop by just the monitor. You wouldn't carry a printer by just the paper tray. You wouldn't even carry a large-ish PC monitor by just its stand. These things don't, and shouldn't, need extra warnings.

              • The Professional on 13/03/2019 - 13:25

                @HighAndDry: Even before taking it out of the box you have to assemble the stand then open the easel and put it directly onto the stand.

                Sony say that: "damage like this is consistent with not unlocking the stand prior to trying to lift it."

                So I guess you have to put the stand that you build on the TV unit and then lift the TV onto the stand?

                Every TV I've setup you can lift the TV off the ground onto the TV unit with the stand attached, holding the TV on the sides with 2 people of course.

                • HighAndDry on 13/03/2019 - 13:26

                  @The Professional:

                  Sony say that: "damage like this is consistent with not unlocking the stand prior to trying to lift it."

                  That seems to say OP lifted the TV out using the stand. You don't have to assemble anything, you just need to not use the stand as a handle to pull the TV out.

                  • The Professional on 13/03/2019 - 13:32

                    @HighAndDry: According to the video the stand is the thing the TV sits on, not the easel which is attached to the back of the TV.

                    So I'm guessing you cannot lift the TV with the stand attached to the easel.

                    Of course you shouldn't lift the TV by the easel.

                    • HighAndDry on 13/03/2019 - 13:38

                      @The Professional: No, that's the base of the stand. And:

                      Of course you shouldn't lift the TV by the easel.

                      That's all I've been saying, and I think (by OP's comments), this is what OP did.

              • lonewolf on 13/03/2019 - 15:32

                @HighAndDry: Actually no, many of my flat screens actually had handles / hand hold sections in the back of the panel and not on the edges.

                • HighAndDry on 13/03/2019 - 16:05

                  @lonewolf: Ok, but they were handles. This wasn't.

                  • lonewolf on 13/03/2019 - 16:07
                    +1

                    @HighAndDry: some were handles, others were hand hold sections so i think the idea is you put one hand there and the other elsewhere as i presume it will be tricky to have one person using both hands in those hand sections in the back panel instead of also holding the front or side to keep it steady. Thing is there really isnt much information in the manuals on how they want you to use them.

            • qwerty on 13/03/2019 - 13:25
              +2

              @The Professional: Watching youtube the box has numbers and a guide

              1 - cut the tape at the top, 2 - 4 remove these blocks and then lift the box and plastic off

              That reveals the quick start guide and the yellow warning on the top left of the tv about the stand

              • The Professional on 13/03/2019 - 13:47
                +1

                @qwerty: OP said no documentation was included with it. Maybe because it's a refurb / second?

            • Cliche Guevara on 13/03/2019 - 13:49
              +1

              @The Professional: The yellow sticker on the back of the tv shows how (not) to do it. Shown in OP's photos.

    • HighAndDry on 13/03/2019 - 12:58
      +2

      Where has common sense gone in the world? It's a piece of very thin, glass-backed, high-tech consumer (not industrial) good. That you need to be careful when handling it shouldn't need to be said, and careful when handing something like this - which is very obviously fragile, includes making sure you're not stressing it where it's not meant to be stressed.

      Warnings are for convenience and to prevent drama like this, they're not actually required when they're warning of something this blindingly obvious.

      In any case there are two possibilities:

      1. Handling the TV is so complicated that it needs a manual - so OP should've read the manual before handling it, and didn't and is OP's fault; OR

      2. Handling the TV is simple enough to not need a manual - so OP damaging it when handling it is still OP's fault.

      By the logic here, we'd need warnings like "don't carry kitten by the tail". You say that's obvious? Yeah. It is.

    • JNT on 13/03/2019 - 13:24

      Good on you mate how easily you saying is my mistake while me and my neigbour did not do any thing wrong there was a loose heavy stand at the back of tv there is so other things can go wrong

      • HighAndDry on 13/03/2019 - 13:28
        +3

        I just want to confirm - did you or didn't you pull the TV out by the stand as suspected by Sony?

      • qwerty on 13/03/2019 - 13:29

        You admitted to "Taking out from the box was from holding from side" when the youtube of the box has numbers to follow and it says to remove the box off the tv by cutting it at the top and removing the 4 squares holding it in place

        • JNT on 13/03/2019 - 13:44

          Yes we took out for squares from the bottom and then pull out tv from the sides as soon i see the back i thought its plastic wrap sort of material but i was wrong it was crack took a photo and repacked it

          • Eeples on 14/03/2019 - 18:11

            @JNT: You don’t pull out the tv. You are suppose to remove the box.

        • sheepzpal on 14/03/2019 - 13:52
          +2

          looool this is actually the dumbest comment I have seen for awhile!

        • burningrage on 14/03/2019 - 19:01

          Matt Damon. Enuf said.

          Too many shaggin with Sarah Silverman.

    • Amour on 13/03/2019 - 21:48
      +4

      Wow - good for you standing up for a large, profitable multinational that has a history of fines with the ATO and putting shareholders before customers.

      Of course it is beyond this company to fix the packaging on a commonly known issue that requires someone to read the instructions before removing something from the box (like who even does that!!) or it could break. This assumes the instructions are even included (another poster has confirmed they did not receive instructions in their tv purchased from the same deal). Sony TVs are not cheap and for some people they are a large outlay. This would be devastating for most people if this happened. If Sony cared about their customers they would prevent this from happening.

      I truly hope some kind person returns the favour one day. You deserve it champ.

    • [Deactivated] on 13/03/2019 - 22:13
      +1

      What an (profanity)!

  • Cave Fire on 13/03/2019 - 13:34

    Just to make things interesting, there's another vid Here, where pro tv installers seem to lift a whole 55" A1 tv up out of packaging and then unlock the stand after putting it flat. No damage occurs.

    • HighAndDry on 13/03/2019 - 13:39

      Yeah - lifting it like that should be totally fine: They're holding it by the sides of the TV itself (not the stand), and distributing the weight equally.

      • Cave Fire on 13/03/2019 - 14:03
        +1

        The Sony email says that the damage occurs when not unlocking the stand, and then trying to lift the tv at all. Only the OP knows how they lifted the tv. This just refutes what the email is saying.

        • HighAndDry on 13/03/2019 - 14:12
          -2

          This doesn't refute it at all - yes, only OP knows how the removed the TV, but their comments suggest he knows he removed it wrongly.

          • [Deactivated] on 13/03/2019 - 22:17
            +5

            @HighAndDry: I can't find where his comments say so. He clearly says that lifted it by holding both sides.

            What are you high on?

            • HighAndDry on 14/03/2019 - 09:37
              +1

              @[Deactivated]: https://www.ozbargain.com.au/node/443754#comment-7047074

              but even God for bid if my neigbour touched the bar

              OP admits it's possible.

              • [Deactivated] on 14/03/2019 - 20:41
                +1

                @HighAndDry: Really?

                Read my interpretation of that comment and tell me where I am wrong:

                **I'm not lying and trying to squeeze money out of you, if you think it's cracked during unpacking we didn't notice, no cracking sounds, or anything else. Further, me and my friend were very careful by holding both sides and pulling it out so chances of cracking were small.

                Now, granted that these actions have caused cracking I'm not responsible because there was no warning on packaging**

    • solidussnake on 14/03/2019 - 08:37
      +1

      Yes "Pro" installers…

  • cloudie9 on 13/03/2019 - 13:42
    +2

    That's why I buy TV from local shops, it might be more expensive but at least what happened to me that when I bought TV from JB HiFi, they unpacked the TV in front of me, give tips how to unpack and transport the TV. Glad I didn't go for these online deals. Sometimes getting from brick and mortar is still better pending on what you are getting that is, which is incase this fragile TVs these days.

    • The Professional on 13/03/2019 - 14:06

      Me too, I bought my Samsung 65" QLED from The Good Guys so if it had any dead/stuck pixels they could easily sort it out.

      The first one I got had 3 stuck pixels so they shipped me a new on the next day and took back the original one. The second one was perfect.

      I assembled it myself and always read the instructions before doing anything.

      • mmd on 13/03/2019 - 21:52

        I assembled it myself and always read the instructions before doing anything

        100% especially after you paid 2k.
        I looked at the external box for warnings prior to unboxing anything of high value.

        Unfortunately OP most likely did not follow instructions and just removed the TV from the box instead of moving box from TV.
        There is a small possibility of damage during transport but OP has not confirmed opening box as per box/YouTube instructions linked above.

    • bert-lifts on 13/03/2019 - 14:07
      +11

      99% of people do not have issues. This is the exception, not the norm.

      Also the stand on this particular oled TV is ridiculous. Most are easy. I'm sure OP isn't the first person to screw it up.

      • The Professional on 13/03/2019 - 14:08

        Agreed, this thing looks pretty tricky to setup.

      • HighAndDry on 13/03/2019 - 16:34
        -3

        OP isn't - it's common enough for Sony to pretty much guess exactly what happened. But with enough buyers, even 1% (so extreme outlier) can be a "regular" occurrence. I don't think Sony is liable for that 1% end of the bell curve.

    • field1985 on 13/03/2019 - 16:33
      -7

      Agreed. I always make major purchases from a local store. I bought a Sony 65" TV from The Good Guys for $1,800 and I damaged it when setting it up.

      Called the store, returned the TV. They assessed it and agreed to a refund or exchange. I ended up going with a 55" Sony instead (the 65" was too large).

      • hypie on 13/03/2019 - 20:36
        +14

        Bad example… You are the reason people like the OP don't get refunds.

        • HighAndDry on 14/03/2019 - 09:36
          +3

          Eh. People like OP are the reason people like OP don't get refunds.

  • field1985 on 13/03/2019 - 16:36
    +10

    My experiences with Sony customer service were appalling. After I bought some speakers from the "water damaged" stock sale and paid $800+. I waited, and waited, and waited. After two months and numerous calls they finally admitted they didn't have the stock, after holding onto my money for 2 months!!

    So I negotiated a similar discount (~40%) on another product, then when I went to purchase it they claimed the discount was no longer valid.

    After spending countless hours on the phone I just gave up, it wasn't worth the time/hassle/stress to save ~$300.

    Sony Australia's Customer Service is among the worst I have ever experienced.

    • 91rs on 14/03/2019 - 07:40
      +1

      Not from the water damaged stock sale but just a regular new item that was "in stock", DAB radio took 3 months to be delivered, numerous emails and calls got nowhere and they weren't refunding as "stock will arrive soon".
      Worst customer service I've come across.

    • squaredonut on 15/03/2019 - 07:19

      Had a similar problem but for a camera. I'm not sure if it's only Sony, but I think the entire Australian work culture market, no one in this country gives a shit about their job.

      • 2024 on 17/03/2019 - 09:54

        Way to generalise, but if you work you've put yourself in the same boat too.
        All I can suggest is maybe you change cyour attitude towards your job?

  • BertieBrown on 13/03/2019 - 17:31

    OP, I wonder does it say, explicitly, and in detail, and easily understandable language that the stand must be detached in a very specific manner prior to lifting out of the box? I.E; if you were a 70 year old pensioner, would you understand that in order not to break your TV that it must be removed in a particular way?

    Also, how can Sony possibly declare with complete certainty that the damage didn't take place during transport? Were photos taken after the TV was loaded into the van, and then after it was removed, by a Sony representative? It seems wildly speculative to say that the damage couldn't have occurred during transportation. Of course it could have occurred during transportation.

    • solidussnake on 14/03/2019 - 08:40
      +1

      If I was a 70yo Pensioner I would have paid for proper installation If I didn't know to safely to setup a TV without damaging it or at least called Sony support for clarification.

      They're probably used to seeing this type of damage by people removing the TV incorrectly

      • BertieBrown on 14/03/2019 - 08:56

        Fair enough, there’s prob plenty of 30 year old folk that would have it delivered, and installed, but I’m not sure that’s necessarily an indication that the non-technologically savvy person would expect to need to remove the television in a very specific manner. However, I see your view point. :)

        • solidussnake on 14/03/2019 - 09:07
          +1

          I've setup heaps of TV's when working for JB in the Telly department and have once never broken a TV, The only time I have used instructions was for the real expensive ones that had different mounts or when the OLED's had first come out and I took my time as they had Carbon backs and were real flexible and prone to cracking the screen.

          I guess it also comes down to its an expensive fragile device different to a laptop you can use out of the box or a B.T speaker sometimes it needs a bit more care which some people don't do.

          It also sounds like OP hadn't taken out the 4 plastic clips and lifted the cardboard box out and over the tv to make it easier also !

  • berry580 on 13/03/2019 - 17:53
    +10

    Either way, this reflects poorly on Sony's package design team.

    You can expect a 'normal' person would open the box and pull out the tv as opposed to open the box, pull out the manual to see what's the correct way to get the tv out of the box.

    If this happened to some 3rd tier company, ok. But by Sony? They need to try harder and own up.

    • solidussnake on 14/03/2019 - 10:24
      +4

      All the modern tvs sold have 4 plasitc clips at the bottom to pull the enclosure out and over the tv to make installation easier but I always see customers cut open the top and try to pull the thing out that way which usually damages or marks the sides of the tv..

      sometimes common sense is needed ! When your paying alot of $$ and something that is fragile maybe reading the manual or taking time is needed…

      When I worked at JB and I purchased a 65KS8000 I took it home and still read the instructions for install it said lay it on the floor panel side up and remove from box I did so carefully and don't have a damaged tv!

      • OzBrogains on 14/03/2019 - 17:20
        +2

        Common sense is not so common. Case in point - this whole post.

  • Yuri Lowell on 13/03/2019 - 18:14
    +12

    Imagine having to watch a Youtube video and carefully reading the manual because taking a product out of a box the "wrong" way completely destroys it. I can't believe Sony are actually selling a TV with a defect this bad. I'd open a case on Ebay if you bought it there and try to get a full refund and never buy a Sony TV again.

  • Gotchas on 13/03/2019 - 18:19

    I would do either of the following:

    1. Credit card charge back
    2. Blame the neighbour ( joke)
    3. Blame the mother in law ( seriously)
  • braussie on 13/03/2019 - 19:19
    +13

    Hey OP, I did post the deal you bought it from.

    I've also bought the same deal and although I have no issues with my TV, I think Sony could have done a better job in properly attaching instructions about how to unbox their "seconds" products properly.

    I'm lucky that I watched online instructions on how to unbox and setup the TV before opening.

    I don't think it is reasonable to expect the customer to read the manual BEFORE unpacking their products.

    In my case, there was no "quick start guide", apparently this is the manual you are presented on how to unbox and setup the stand properly. I understand this is a second product and some manuals are missing but if the stand setup is so important I feel they should have included some sort of warning, THERE WAS NONE in mine as well.

    Best of luck with your refund.

  • Lexan on 13/03/2019 - 20:09

    Was the seal intact or broken before you opened it?

  • jace88 on 13/03/2019 - 20:31
    +9

    Why does it have a handwritten "Faulty" on the box? > https://imgur.com/TR7PWHz

    • anzacpaul on 14/03/2019 - 09:46

      Better yet why is there an image of the Phantom of the Opera in the tape??

  • Mentem on 13/03/2019 - 20:31

    The sony ebay (seconds) store are terrible. Should be able to get your money back from ebay or Paypal.

    I bought a camera from them a couple of years back and they are terrible to deal with. I would not buy from them even if they were the last place.

    STAY AWAY

  • [Deactivated] on 13/03/2019 - 20:43

    Film the opening next time.

  • Name on 13/03/2019 - 21:33

    Can you tell its broken when looking at it from the front?

    I can't see the back of my TV so if it was cracked /scratched I couldn't care less.

  • jason101 on 13/03/2019 - 22:09
    +3

    Took several WEEKS to deliver an in stock TV I purchased direct from the Sony store online, multiple follow ups had them blaming me for not being home to assist with the unloading from the truck (the delivery address was to my work which has a constantly manned reception) - The delivery contractor didn't event attempt a delivery and just held onto the item claiming there was never anyone to assist with unloading. Meanwhile Sony backed the delivery contractors story and simply blamed me - obviously there was nothing I could do as the delivery address was a work address and there was always someone to assist with the unload. I was caught in a cycle of BS and Sony did nothing to assist. They get a 0/10 from me for customer service, so while its disappointing I think the service the OP has received is typical of Sony.

    • solidussnake on 14/03/2019 - 08:43
      +1

      Wait they deliver it to you but expect help unloading it WTF thats not how delivery works lol what if you were a 70yo elderly lady

      • squaredonut on 15/03/2019 - 07:22
        +1

        Then you'll never get the TV and it'll stay on the truck forever…

  • [Deactivated] on 13/03/2019 - 22:25
    +3

    I think you should approach VCAT and explain that Sony is telling utter nonsense with guessing how I have openned the package.

    Instead of offering support they are presuming you have done damage without a proper assessment. That pattern of cracking can be due to transport as well (which I explained in my comment above).

    Sony is responsible by using unsuitable packaging for an expensive/heavy/and fragile item like this. Even their own argument (that you have removed the TV and cracked it) doesn't fly. If the TV has that much potential for cracking why didn't they design it in a way that TV must be locked to stand during transport? Is that a trap for the unsuspecting buyers?

  • gstfree on 13/03/2019 - 23:14
    +1

    Raise a credit card dispute for goods damaged upon arrival. In the mean time inform consumer commission. They like big fish.

  • gstfree on 13/03/2019 - 23:22

    Alternatively raise a dispute with Ebay. Get your money back.

    Sorry to heat this. I will not buy Sony going forwards.

  • Technics on 13/03/2019 - 23:44

    Under Australian consumer law goods have to be of acceptable quality. A TV that cannot survive unboxing. It doesn't really fit the description. Did they send swabs to the crime lab for full DNA analysis and computer simulated 3D unboxing reconstruction to know you did it. Even if you did (and how could they prove it) you shouldn't need a mechanical engineering degree and a crack team of white gloved fine art conservators for the job. It's not a Rembrandt. It's bad product design (not all that surprising from Sony). Where products need to be handled carefully most half decent manufacturers have a large, unmissable label with a warning. Ignore those critiquing your technique. Giant, global corporations don't need the help or encouragement of anyone here to try it on when it comes to fleecing the consumer.

    • Cave Fire on 14/03/2019 - 09:50
      +2

      Planned obsolescence. Basically designed to fail. Why is the back of the tv, you know the part that no one sees, made out of glass lol.

      • Technics on 14/03/2019 - 10:05
        +1

        Exactly. I'm presumably getting downvotes from white gloved fine art conservator types on here. The same type of people who have a hard case to protect the cover that's protecting the screen protector on their iPhone because not doing it is plain old negligence. This is just the worst design. That tiny yellow label that your only going to see once it's out the box doesn't cut it. This stuff has to be idiot proof if you're going to put it in the hands of consumers. If it needs a pro installer then only sell it through pro channels. Why that kick stand is capable of putting pressure on the (Plexi?)glass that seemingly doesn't even need to be there is a real mystery. Most of the time the stand attaches the the internal frame of a TV and simply passes through the casing. Nice work in unsolving that problem Sony. Style over substance and form over function.

        • Cave Fire on 14/03/2019 - 11:11

          Had a similar issue with a Nissan Dualis boot handle. Was not attached the boot but had little plastic clips. When those weak clips broke, Nissan said we had obviously used excessive force and broke the clips. There was about fifty people with the same complaint on Nissan AU's Facebook. Part cost was $300 for a 60cm piece of plastic with a switch. Nissan UK recognised the fault and compensated it's customers.

        • HighAndDry on 14/03/2019 - 15:52
          -1

          This stuff has to be idiot proof

          Is it no longer reasonable to assume consumers aren't idiots? Are you calling OP an idiot?

          Style over substance and form over function.

          This is what people want. It costs extra money to miniaturise stuff, if people weren't buying it, companies wouldn't be making it.

          • Technics on 14/03/2019 - 16:12
            +2

            @HighAndDry: If you can't understand the difference between calling the OP and idiot and saying products need to be idiot proof then it's not the OPs intelligence level you need to worry about. It's not the exclusive Mensa edition TV as far as I can tell. All kinds of people are going to try and get a TV out of a box. The neighbour helped as well. Not a circumstance beyond the foreseeable.

            Miniaturisation? Clearly making a chunky kick stand for a 65" TV requires the latest in cutting edge high aspect ratio, ultra deep X-ray lithography. Consumers demand it right?

            • HighAndDry on 14/03/2019 - 16:30
              -1

              @Technics:

              idiot proof

              Literally in the word mate. I thought it pretty common sense that you should be careful with a large, thin, piece of high tech electronics that's covered in glass.

              Not a circumstance beyond the foreseeable.

              Not Sony's job to predict and prevent every foreseeable mistake that OP makes.

              • Technics on 14/03/2019 - 16:38
                +1

                @HighAndDry: That you still don't get the difference when I guarantee everyone else in the room understands. Laughable.

                It's absolutely Sony's job to ensure you can get their product out of the packaging without making calls NASA. This is basic stuff. You seem to struggle with the basics though.

                • HighAndDry on 14/03/2019 - 16:39

                  @Technics:

                  It's absolutely Sony's job to ensure you can get their product out of the packaging without making calls

                  And basically everyone but OP can get the TV out without any trouble. OP is the outlier here - unless you're saying 99% of the buyers of this TV are Mensa members?

                  • Technics on 14/03/2019 - 16:54
                    +1

                    @HighAndDry: I see your struggling. If it's 1% it's way too many for a consumer product. It's a design fault. Plain and simple. Not all design faults are going to manifest themselves in all instances but it's still completely unacceptable for Sony not to help this person out.

                    • HighAndDry on 14/03/2019 - 16:57

                      @Technics: Really? Products have to be designed to be fool-proof to even the 1% end of the bell-curve? No, just no. That's literally the definition of lowering the bar to the lowest common denominator. Might as well swaddle everyone up in adult diapers at that point.

                      • Technics on 14/03/2019 - 18:35
                        +1

                        @HighAndDry: The issue is it's not 1%. It's the a certain percentage of the people who don't see / can't read / can't understand / don't care to read the instructions. Which I guarantee you is way more than 1% of the TV purchasing population. In this case they didn't even get the instructions. Lots of people tear open the box and then look for the manual (if so inclined). For this TV most will get away with it by sheer luck.

                        This product requires kid gloves and there's no good reason for it. Products have to handle the (sometimes less than) average person using their wit, intuition and instincts to operative them. You can't disclaim or warning label your way out of it.

                        We're also talking about just getting it out of the box here. Not the total lifetime of the product. Designing a product so the stand can press of a glass back and crack it. Insanity. There a fair chance OP is an average person. They might also be a Mensa member for all we know. I'm pretty sure there's no TV unboxing related questions on an IQ test.

                        We are also still assuming it didn't happen in transit. Without a basis for such an assumption. Seems to me like something pressing on the box and forcing the stand into the back might cause the same type of cracking. I mean Sony are sufficiently concerned that it might happen to have pictures of the back at the ready. It's not exactly confidence inspiring.

                        • HighAndDry on 14/03/2019 - 18:46
                          -1

                          @Technics:

                          It's the a certain percentage of the people who don't see / can't read / can't understand / don't care to read the instructions.

                          Then they deserve a broken TV. I fail to see why it's Sony's problem they can't see/read/understand/care.

                          • Technics on 14/03/2019 - 18:52
                            +5

                            @HighAndDry: Deserve? So what your really saying is your just a nasty piece of work who enjoys the misfortune of others. You're in good company on the internet.

                            • HighAndDry on 14/03/2019 - 19:48
                              -4

                              @Technics: Oh please. Stop with the melodrama - I'm not laughing at OP or saying anyone should go around to OP's place and smash up his TV. I'm just saying OP shouldn't be spared the consequences of his inability to take a TV out of its cardboard box, that's on him and him alone.

                              • Technics on 14/03/2019 - 19:59
                                +1

                                @HighAndDry: You said they deserve it. "Literally in the word mate" to quote your earlier post. You don't even know that's what happened and you're jumping to conclusions. You were not there. We get that a TV that 1% of people cannot even get on to the entertainment unit is fine with you. Not everyone agrees. Even if it was acceptable for a product we don't know that's what happened here.

                        • HighAndDry on 14/03/2019 - 18:48

                          @Technics:

                          There a fair chance OP is an average person.

                          Most people apparently can get that TV out of the box no issues. OP managed to massacre it. So all evidence to the contrary I'm afraid.

                          • Technics on 14/03/2019 - 18:54
                            +1

                            @HighAndDry: It doesn't mean most precisely followed instructions. Big difference which you again seem to be struggling with.

                            • HighAndDry on 14/03/2019 - 19:08

                              @Technics: I'm talking about this specific TV. If most didn't precisely follow instructions and still managed to get it out of the box without breaking the TV, it seems OP is even more special.

                              • Technics on 14/03/2019 - 19:44
                                +1

                                @HighAndDry: Like I said in the last reply. Online anonymity has clearly filled you with compassion. Sony ought to help this person out even if a particularly heartless and nasty person wouldn't. They should do it even of they suspect (and I don't see how that can prove) it was negligence. It's a dumb design and prone to this issue. Sony seems to be aware it is a problem. Hence they took pics of the back in an attempt to cover their ass.

                                • HighAndDry on 14/03/2019 - 19:45
                                  -1

                                  @Technics: Hahahaha, what are you on about? Is your argument now just that "Sony should help OP out of compassion"?

                                  Okay. I really don't have an argument against that. Maybe we can start a GoFundMe for OP too out of compassion? Maybe you could just Paypal OP some cash "out of compassion" too.

                                  • Technics on 14/03/2019 - 19:49
                                    +1

                                    @HighAndDry: No. My argument is try should fix to avoid the shame and loss of face that comes from having the fact that they can't design a TV back and stand plastered all over the internet. They can pretend to do it out of a deep sense of compassion instead if they like. It's what decent companies do.

                                    • HighAndDry on 14/03/2019 - 19:50

                                      @Technics: What? Who's being "shamed and losing face" here? Again, 99 out of 100 people seem to be able to set up the TV just fine. OP (not Sony or this TV) is the "exception not the rule" here.

                                      • Technics on 14/03/2019 - 19:52
                                        +1

                                        @HighAndDry: A few people here have already said they won't buy Sony. So I'd go with Sony. We get that they meet your low, low standards.

            • Toons on 14/03/2019 - 16:48
              +1

              @Technics: You're missing the point where you don't take the TV out of the box you remove the box from TV I've had 5 of them to unpack over last few years for myself and family and you take your time it's a big purchase and the second anything looks dodgy or not right you photograph the evidence.

              Some companies I've dealt with can tell you the top things consumers do to their products and claim it came like that. I can think the ear buds with the non equal length cable as an example people used to try and even them out, breaking the cable in the process so you got intermittent sound from that ear bud and then they tried taking them back only to be found out to have broke it themselves.

              Not saying OP smashed TV accidentally or it in fact came as he stated broken but it doesn't sound like he did himself any favours for the cause either with his explanation of things.

              • OzBrogains on 14/03/2019 - 17:22
                +1

                @Toons: If 99 people can assemble a TV and 1 person can’t without shattering it then it sucks to be that 1 person.

              • Technics on 14/03/2019 - 19:08
                +1

                @Toons: That's exactly how I opened the crappy TCL TV in my living room. I'm not sure what point I'm missing? I am the white gloved fine art conservator type though. I just don't expect everyone else to be and neither should Sony.

                You make a good point about the things consumers do to their products. I'd say it's the exception and not the rule though. It's a very good reason to make your stuff rugged. At the end of the day if you're going to sell to the public you're going to have to deal with things like that.

                Sometimes you might even have to replace something broken through no fault of your own. Take it on the chin and make it harder to break next time. I've worked on the design of products for use by err "professionals" for about 15 years. They're probably worse than the average consumer when it comes to things like this. If there's a fastener to tighten the correct amount of torque is the most your arm can muster. Etc. etc.

  • moneyhungry on 14/03/2019 - 09:43
    +2

    This is appalling service by Sony they should just send a replacement and have someone pick up the damaged tv no questions asked.

  • [Deactivated] on 14/03/2019 - 10:25
    +1

    Glass back with radial cracks emanating from the stand? Could easily have happened during transport. A worker might have bumped the box, stacked something heavy against it, had it loose in the van or truck. There’s no evidence that you caused this damage by “lifting it wrong”. Sony and some people here seem quick to blame you, but I say there’s no evidence.

    Ebay dispute, followed by credit card dispute, followed by small claims. You’ve got a good chance of getting a refund but it might take a few months.

    • nwa on 14/03/2019 - 13:47

      There is also no evidence that OP didn't cause this damage so its a classic case of he said she said. Hard to tell for sure what happened as both sides don't have 100% proof. Same thing happened to me a few weeks ago with another seller but i was lucky to have 100% evidence as TV including delivery and unboxing was under 24/7 surveillance so I was able to vehemently deny any wrong doing by me or at my premises, instead of saying 'most likely'.

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