Sony XR-75Z9K Screen Went Black With Sound Working

In January 2023, I purchased a Sony XR-75Z9K television for approximately $2,957, trusting the Sony brand for its quality and durability. The television remained in its original box for about a year, and I started using it in 2024. Since then, I have been extremely satisfied with the product, both in terms of picture quality and overall build quality.

However, on the evening of September 12, 2026, while my family and I were watching a movie, the television suddenly lost its picture. The screen went completely black, although the sound continued to work. I tried turning the TV off and back on with the remote, unplugging and reconnecting it, and following all of the troubleshooting and repair steps provided on Sony's official website, but the problem was not resolved. I was very disappointed to experience such a serious failure after owning the television for only about 3.5 years and actively using it for approximately 2.5 years.

Since there is no authorized Sony service center in Bandırma, where I live, I contacted the Sony service center in Kadıköy, Istanbul. After I sent them a video of the problem, they told me that the television had a panel failure and that the panel needed to be replaced. They also stated that because of the Mini LED structure, the possibility of repairing the existing panel was very low. They did not have a replacement panel in stock and said that they could order one from abroad, but the quoted cost was approximately $7,887, which is an extremely high amount. They also informed me that the television was no longer covered by warranty because approximately 1.5 years had passed since the warranty expired.

I was extremely disappointed that a television I purchased because I trusted the Sony brand, and which I had been very satisfied with in terms of both picture quality and durability, developed a panel failure after what I consider to be a relatively short period of time. I was also shocked that the proposed solution was to charge a panel replacement fee several times higher than the original price of the television. I genuinely like this television, and my guests have always complimented its picture quality, so I would prefer to have it repaired and continue using it if possible. I hope that Sony will not undermine the trust I have placed in the brand and that I will be able to continue choosing Sony products in the future.

Therefore, I request a substantial discount on the approximately $7,887 panel replacement fee quoted by the Kadıköy authorized service center, bringing the cost down to a reasonable and affordable level. I also request that my case be reevaluated under invoice record number 1232023000000370 and that Sony find a customer-focused solution that takes my situation and long-term satisfaction into consideration.