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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    Give up
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closed Comments

      • [Deactivated] on 14/03/2019 - 16:42
        +1

        There is also no evidence that OP didn't cause this damage so its a classic case of he said she said.

        It's less "he said she said" and more "this is broken" from op and "lol (profanity) you" from Sony.

        Australian consumer law is firmly on op's side in this equation.

        • nwa on 15/03/2019 - 10:15

          True realised after i couldn't be bothered to edit, it is a case of who done it.

    • HighAndDry on 14/03/2019 - 16:42

      Have you seen the amount of packaging and foam that comes with the TV and the box? OP already confirmed there's no damage to the box.

  • blergmonkeys on 14/03/2019 - 10:36
    +6

    Why the hell is the BACK of the TV glass? What dumbass thought that would be a good idea?

    • pinkybrain on 14/03/2019 - 17:49

      probably the dumbass that saw the dumb ass that puts glass on the back iphones
      and thought that would look cool on a TV

      • The Professional on 14/03/2019 - 22:25
        +2

        Glass is on the back of an iPhone for wireless charging it wouldn't work with metal.

  • shaiguy on 14/03/2019 - 11:41
    +8

    I have read numerous comments on here. Unless there were clear warnings on how to remove the television from the box then it is not good enough in terms of instructions. As mentioned, with washing machines there are clear warnings everywhere. Reading this, it would be akin to purchasing a mobile phone, opening the box and then once you picked it up it didn't work and failed because you didn't flip it the right way or something before trying to turn it on. A Sony television is not required to be installed by a professional and there should be warnings for any potential breakage - e.g. there's warnings to keep it upright, etc.

    … note, I have a Sony TV which is working fine but think the above service has been poor.

    • Daniel Plainview on 14/03/2019 - 13:18
      +4

      IMHO the above post is a reasonable summation of things. A tier 1 brand like Sony SHOULD know the ins and outs of what they're selling and take all reasonable steps to ensure customers who buy from them are fully informed on how to use their products and should have made EXTRA EFFORT if the product is so easily damaged by what most people would think is a relatively benign act i.e unloading from box.

      I do think thats very poor and is the avenue the OP should follow.

      THAT SAID, and I'm not calling the OP a liar here but it seems they were clearly saying the damage was as shown upon arrival. But there seems to be a lot of evidence to support that the item was instead damaged when the OP himself attempted to unbox/lift item.

      They're very different things and when i read a number of the OP's posts he seems deliberately evasive in clarifying this important point.

      If the item arrived damaged - it's Sony's issue. 100%. But if the item arrived undamaged but due to flaws in it's design/packaging/lacking information was damaged upon what would seem 'normal' removal - then the blame is open to be shared between them though still largely with Sony (IMHO).

      I tend to think the item was damaged via lifting - as while we only see broken glass etc - Sony would be VERY familiar with the pattern and the product and I'm sure they've seen this happen countless times - so they'd know it was caused by A, B & C. I think the OP may have done themself a disservice by what I theorise is an untrue allegation that it was damaged in transit (which would have likely had a different and distinguishable break pattern) and instead saying - there was no warning, no info and upon picking it up this happened - how am I to know if your product is so easily damaged???

      If thats the case, as I assume it's a bad move by the OP but Sony should still do the right thing by them. They might have to contact Choice magazine or VCAT etc and it will be a PITA.

      If I'm wrong I apologise to the OP but I haven't seen a 100% clarification that damage was there upon opening (as from image it would be seen if was already there and it would have made MAJOR audible cracking if they did it on opening etc).

      • nwa on 14/03/2019 - 15:11
        +1

        Bad move by Sony too, sending a most likely untrue pic since they have sold many probably just used this pic for all TV's better would have been to take high quality pic with serial numbers. No solid evidence on both sides.

        • mmd on 14/03/2019 - 22:54

          OP wont be the first perosn to have complained to Sony about a human error problem.
          Seeing it is from the seconds department, they could have possibly taken a photo of each product and save under the name of the orderer (in this case the OP), hence they were able to make the assumption that it is not them who broke it.
          If the box was damaged on arrival from delivery then OP would have stated so.
          If it was dropped during transit you would assume the front panel would crack too.

    • HighAndDry on 14/03/2019 - 16:41

      No, it'd be more similar to taking your phone out of the box, dropping it, and blaming the company for not including a "Don't drop phone" warning in the box.

      • [Deactivated] on 14/03/2019 - 20:34
        +2

        Still high?

        • sheepzpal on 15/03/2019 - 10:00

          nah he should be dried up by now

  • Griff0 on 14/03/2019 - 14:35
    +9

    OP, is there a Bravia inscription on the left arm of the bracket? I can't see this in your pic but can see it in the pic that Sony sent you. If it's not there, then I would suggest that Sony have sent you a pic of a completely different TV and not the TV they sent you. Just a thought.

    • Daniel Plainview on 14/03/2019 - 14:47

      Good eye - worth checking as appears this is missing in picture.

    • Cave Fire on 14/03/2019 - 15:44

      amazing that they would try this lol….

    • jwh on 14/03/2019 - 18:30

      Not only that, but there appears to be visibly more wear in the OP’s pic around the hole below the grill on the stand. The Sony warehouse pic shows no wear/discolouration.

      • LikeMike on 18/03/2019 - 10:49

        Any follow up on this? I'd love to know their excuse for trying to use a pic of a different TV.

  • tomlinson on 14/03/2019 - 15:32
    +5

    I think the fact that the picture they have sent you from the warehouse doesn't match with your TV should be enough to get you off the hook here.

    Good luck OP

  • CHIEFMEGADETH on 14/03/2019 - 17:10
    +1

    Why doesn't this surprise me? Sony have always stuffed me around when it comes to console problems and online purchases.
    They will fight you to the end.

  • StickMan on 14/03/2019 - 17:41
    +2

    Lesson: video record on your phone all unboxing of anything you deem expensive.

    Secondly, Sony is saying "this picture in warehouse prior to shipping proves it wasn't damaged during shipping" is false. Either the rep is stupid, having a derp moment, or you could VCAT/whatever based on this line alone and claiming Sony isn't covering replacement for shipment damage.

    • pinkybrain on 14/03/2019 - 17:50
      +2

      Lesson: don't buy these type of TVs with a glass back and a stupidly designed stand

  • CalmLemons on 14/03/2019 - 21:59
    +1

    lucky just bought some sony headphones before the price increase after this thread…..

    tbh, consumers are absolute spastics. whether or not op damaged it or not, would have thought there would be a big arse label on the box (would think there is actually) that says open here.

    in fact every tv i have opened has directions on the box or signs that say how to open it.

    op should actually post pictures of the instructions on the box.

  • Viospeed on 14/03/2019 - 22:15
    +3

    I feel for the OP, poor bastard. Nothing worse than getting a new shiny expensive product and it's farked.

    • pinkybrain on 15/03/2019 - 00:11

      it still works according to sony
      just the back glass is crack which is cosmetic rather functional failure

      if op keeps it, can consider it as an artwork

    • keyboardandco on 16/03/2019 - 17:24

      My Hisense had a scratch on the front and on the panel, brand new out of the box. I keep staring at that scratch half the time.

  • djmm on 15/03/2019 - 00:17
    +1

    Should've bought the LG

    • Technics on 15/03/2019 - 00:34
      +1

      I love comedy as much as anyone but you can take a joke too far.

  • [Deactivated] on 15/03/2019 - 01:29
    +5

    My second thought:

    Speaking of crack patterns, the semi-circular cracks at the end of both brackets are more consistent with the TV being pushed against the brackets, than being pulled up.

  • ardon on 15/03/2019 - 08:50
    +2

    No consumer product should be designed so badly that it breaks from such a likely occurance.

    • [Deactivated] on 15/03/2019 - 21:36
      -2

      OP buys a TV with a glass back with description and pictures of it with a glass back.

      Glass is fragile.

      The fragile glass back breaks because of mishandling.

      Blame the fact that it has a glass back.

      Blame the designer.

      No fault for choosing a product that may be fragile or not knowing how to handle fragile goods.

      • ardon on 16/03/2019 - 01:19
        +4

        Glass isn't fragile when designed well. Go punch your car windscreen and you'll see what I mean.
        If it broke because he lifted it out of the box in the "non approved way" i'd still stay say that's poor engineering.
        Engineering and design should take into account not only ideal scenarios but credible scenarios.
        If your remote control blew up when you put the AA battery the wrong way around you'd still be angry at them for their poor design… Even though you are the one who did the "wrong" thing.

      • Technics on 16/03/2019 - 01:19
        +1

        OP buys a TV with a glass back with description and pictures of it with a glass back.

        Exactly which description mentions a fragile glass back? The design sacrifices durability for aesthetics and this is an illustration of just what a poor trade-off that was.

        Blame the designer.

        Already do.

        No fault for choosing a product that may be fragile or not knowing how to handle fragile goods.

        I don't see a specific mentions of class leading fragility in any of the specs. You'd think the marketing department would be keen to highlight such a superlative feature.

  • Ace26 on 15/03/2019 - 09:31
    +1

    If you paid with a credit card, check if the card provider covers accidental damage. Most cards which charge an annual fee have this feature where they pay for damages or lost items within 3 months of purchase upto a certain threshold. Worth checking that avenue whilst you inestigate other options

  • [Deactivated] on 15/03/2019 - 11:35
    -7

    Don't buy Sony…They have been irrelevant in tech industry for a long time.

    • dny on 15/03/2019 - 13:00
      +3

      Never heard of the PlayStation or tried their XM3's? How about their mirrorless cameras?

      Try again Mr Relevant.

      • ThadtheChad on 15/03/2019 - 17:05
        +2

        Never heard of the PlayStation or tried their XM3's? How about their mirrorless cameras?

        Hell, they even have the best happy-snapper cameras… the RX100.

    • [Deactivated] on 15/03/2019 - 21:37

      And virtually all good image sensors.

  • netsurfer on 15/03/2019 - 13:01

    Since it was a feeBay Plus purchase, try their free return option?

    Alternatively, ask ACCC or if you purchased by credit card, ask the credit card company for help.

  • cyrax83 on 15/03/2019 - 17:05

    Sounds like you didn't unpack it according to the instructions and broke it. Sony has probably seen this damage many many times before and knows how it's caused.

    • pulpfiction on 15/03/2019 - 20:45
      +8

      Mate, unless you're unpacking it by throwing it in front of a bus, unboxing should never break a product.

  • Make it so on 15/03/2019 - 18:05
    +3

    Their eBay feedback has never been very good, and used to be even worse, especially for "seconds". I used to warn people often whenever people posted deals from their eBay listing, but often got negged for doing so.

    The reality is, there is no evidence that that photo is your tv. And even if the damage happened in transit, as far as I know they are responsible for ensuring the goods you buy make it to you in one piece, which is not what happened here. I would definitely fight it.

  • davery22 on 15/03/2019 - 21:31
    +2

    "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."

    How can photos they took BEFORE it was transited determine that the damage didn't occur during transit???

    That right there is also worth arguing

    • [Deactivated] on 15/03/2019 - 21:40

      Predelivery - no damage to TV or box.

      Delivered - no damage to box.

      Opened - damage to back of TV with cracks radiating from stand mounting points and OP claimed he didn't know how to remove the TV.

      • davery22 on 18/03/2019 - 19:25
        +1

        The comment made by Sony was that the photo OF THE TV proved it wasn't damaged in transit (They never mentioned the box) which is rubbish, because a photo of the TV BEFORE it is transited is no indication that it wasn't broken in transit.

        • [Deactivated] on 18/03/2019 - 20:00
          +1

          OP told Sony the box isn't damaged. If the box isn't damaged and Sony has a photo of undamaged contents…

  • keyboardandco on 15/03/2019 - 22:05
    +1

    Unlikely, but has the box been replaced? They could damaged, swapped the box. Check for matching serials on box.

    Might need Sherlock for this one.

  • CoreJava on 16/03/2019 - 01:32
    +1

    There is always two sides of the story. I always do not believe the consumer.
    A lot of people damage the goods and blame the manufacturer, a lot of people do not bother reading the manual and too lazy to find the manual online on how to assemble the product and simply blame the manufacturer.

    Since you pay through paypal, claim it as damage goods.

    But if you honestly damaged the goods after arrival, you should wear the cost.

  • luffyex2010 on 16/03/2019 - 12:33
    -3

    I have owned 6x Sony televisions.

    By the way you handle your new/refurbish TV and left it on the carpet hard floor without the stand, the chances of you causing damage to the TV is very high.

    These are not your old std CRT tvs especially when they are flat panels, they are very fragile, even though I said that these panels are glass but since it's Sony most likely they use the gorilla glass which can only be shattered with a high force.

    There can only be two outcomes in this.

    You broke it and lied about it to get a brand new tv or money back for whatever selfish reason.

    Or

    The courier company damaged it but you should be able to tell from the packaging if it has signs of damage.

  • PurchaseAnxiety on 16/03/2019 - 14:11
    +2

    As others have pointed out, it appears to be a different unit in Sonys photo.

    But even if it wasn't, that means Sony warehouse workers had to meticulously repack this TV in the exact way that's shown in the Youtube instructional videos. It's entirely possible the TV could have been broken during this process.

    And even still, consumer guarantees still apply for refurbished goods. A reasonable consumer would expect a product to be durable enough to be taken out of its box without damage. If Sonys TV is really delicate enough that lifting it wrong can shatter it, then it probably should never have been sold in the first place. This is a consumer product, you shouldn't need training to unbox it.

    • cwongtech on 16/03/2019 - 17:27
      +1

      Last time I bought a Sony TV, it had massive markings and numbers all over the box to take you through the cool unboxing experience (you slide the box up)
      Unless the refurbished box was different in this one, unsure how OP could have missed.

  • brandogs on 17/03/2019 - 01:38

    I bought the same TV from a previous deal. Instructions on how to safely remove the TV from the box and attach the feet was the first thing you see when opening up the box as it was taped to the protective plastic on top of the TV.

  • Drj55 on 17/03/2019 - 08:56

    That supposed photo from the warehouse is weird! For starters it looks like a repair shop rather than warehouse. Do they do this for every TV they sell??

    They probably cracked the screen getting back in the box themselves.

    Stupid idea to take out every TV from factory packaging just to take a photo.

    What proof is there it is even your TV?

    • 2024 on 17/03/2019 - 10:00

      Its a seconds TV, so safe to assume that is in fact a workshop.

      • Drj55 on 18/03/2019 - 08:07
        +2

        Ahh didn't see it was factory seconds so no wonder they take a photo. But seriously, if a TV breaks getting it out of the box then you have a problem with your design. It seems much more likely it hapened in transit. They're just trying a pull a swift one.

        • mmd on 18/03/2019 - 17:01
          +1

          If it happened in transit then shouldn't the screen break too?

          What likely occured and based on the photos and comments, is that he opened the box and removed the TV from the box by holding onto the stand component.
          There was no manual but there were steps on the box showing how to remove TV i.e. remove the box from the TV.

          • Drj55 on 19/03/2019 - 16:24

            @mmd: Why not when they put it back in the box? Someone must have heard it and is not letting on. The fact is the TV is so flimsy it cracks getting it in/out of the box!

            • mmd on 19/03/2019 - 22:20
              +1

              @Drj55: Why not when they put it back in the box?

              Possible, but highly unlikely, They would have put it back into the box in reverse the way it should unboxed i.e. place TV on foam base. Put box over tv. Put 4 clips in and seal box. At no stage would they touch the stand as it is not a handle.

              The fact is the TV is so flimsy it cracks getting it in/out of the box!

              Care should be taken especially when you just spent +2k on a TV. The original poster of the deal also bought the same TV without a manual, and he was able to successfully unbox the TV.

              The fact is the OP neglected to read the box steps of instructions.
              If OP were to say I unboxed as per box instructions/youtube video and I saw a crack, then by all means its Sony's fault, but Op has not replied to any comments that could potentially show fault.

  • Moderatorscrimshaw on 23/03/2019 - 13:03

    issue resolved, op requests thread closure.

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