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I'm extremely disappointed with my Sony Bravia 9 TV (Model K-85XR90), purchased from Reliance Digital in Hyderabad, India, just 9 months ago. Despite being under Sony's standard one-year warranty, the TV has been completely unresponsive, like a dead duck, for over 10 days which is under Sony service/repair. The Sony authorized service center technical team diagnosed thrice to confirm critical component failures, including motherboard and power board, issues without identifying and confirming external causes. After replacing the power board and motherboard, the TV powered on with a display, but Wi-Fi settings and connectivity issues persisted. Further diagnosis is required to resolve the connectivity problem. Given the replacement of two critical components during the warranty period and the persistence of Wi-Fi issues, I strongly believe that the TV is defective. Given the recurring issues, it's likely that further glitches and performance problems will arise going forward, underscoring the need for a more comprehensive solution. Hence, I requested that Sony India replace the defective TV with a new unit under the standard warranty terms.
The complete lack of response from Sony India and the authorized service center is forcing me to consider accepting the same TV repaired by them. Throughout the authorized technical team's multiple attempts to diagnose the TV, I observed that the TV was handled with inadequate care. I mentioned this in my previous communication. During the third repair attempt, the team spent an hour struggling to remove a back panel screw due to improper fixation, resulting in damage to the screw and partial damage to the back panel. Additionally, the display panel was left with fingerprints and dirt, indicating inadequate care and attention to detail.
Having closely observed and inspected the internals, I have concerns regarding potential quality control issues, may be linked to cost-cutting initiatives that compromise the product's integrity, resulting in defective units or a broader manufacturing problem, IMHO. Given the premium pricing and "cinema is coming home" tagline promise seems hollow given this flagship model, like the Sony Bravia 9 TV, fails so catastrophically within the Sony standard warranty period. This incident raises serious concerns, questions about Sony's quality standards and the reliability of their other TV models...?
As a long-standing Sony loyalist, I'm dismayed by the subpar customer support, and service levels exhibited by Sony India throughout this process. This falls short of the exceptional standards I've come to expect from Sony globally. I've attempted to escalate this issue to Sony Global Headquarters, hoping for a more satisfactory and comprehensive resolution, but I await further response.