1

Unacceptable Repair Cost for Sony TV Mainboard Replacement

Ahmet
Ahmet
Sony
September 6, 2024 9:27 PM20

We purchased our KD-55XG8096 model television in September 2020, and recently it started malfunctioning—it shuts off on its own, doesn't turn back on for 1-2 hours, then works briefly before shutting off again. We contacted the authorized service center, Mahir Elektronik in Bakırköy, Istanbul, and the TV was picked up for repair on September 2, 2024. On September 6, 2024, we were informed that the mainboard was faulty, and since it couldn’t be repaired, it needed to be replaced with a new one at a cost of 13,000 TL. We were told that the replacement part would have a 6-month warranty, and the labor would be guaranteed for 1 year. We asked for some time to consider this, and have not yet approved the repair.

I am reaching out to seek your support as I find the 13,000 TL charge for the mainboard replacement completely unacceptable. Is it normal for such a high fee to be requested for a part replacement? I cannot afford to pay this amount. I’m considering buying a different brand TV with at least a 2-year warranty instead of paying for the repair. I am disappointed both by the product that developed such a major issue in just 4 years and by the high cost of the replacement part. As a long-established brand, I had higher expectations from Sony, but this experience has caused me to lose faith in the company.

Sony
September 17, 2024 2:55 PM (10 days after complaint)

Dear Customer, We kindly request you to contact our customer services for any information, suggestions, opinions, and solution requests regarding our products and services. Best regards, Sony Eurasia Customer Services

Comments

Similar Complaints

5
Resolved

Samsung 50q60t 50” TV Panel Failure And Continuous Turning On And Off Problem

Aslı
Aslı
Samsung
November 17, 2023 3:39 PM57

"The Samsung brand 50q60t 50” 127 cm screen satellite receiver 4K Ultra HD Smart QLED model TV that I purchased on 08.10.2021 developed a panel malfunction 6 months after the warranty period ended. The TV does not turn on at all; it makes a sound for 2-3 seconds, but there is no picture, and it keeps turning on and off by itself. There is no issue with the electrical connection, and it has not been exposed to liquid or any physical impact. I reported the issue and waited for the Samsung service to come. The Samsung service stated that the panel was burnt, that this was not a user error, and that it was a manufacturing defect from Samsung. They said the panel needed to be replaced and that it would be at a cost since the warranty had expired 6 months ago. They said they could replace the panel for a fee of 17,950 TL and left. I bought the TV 2 years and 6 months ago for 6,000 TL. There is no guarantee that replacing the panel won't result in the same issue. Moreover, it was mentioned that panel burnouts are common in the 50q60t series. It is extremely alarming that a brand as reliable as Samsung would charge such a horrendous amount of 17,950 TL to replace the panel for a TV that broke down after 2 years and 6 months and is not under warranty. If I had known I would experience this situation, I would never have chosen a Samsung TV. I hope they will carry out the panel replacement free of charge. My expectation from Samsung is that, as a company that fits the brand's image and instills confidence, they should perform the replacement free of charge. Asking for 17,950 TL for an issue that is not a user error but a manufacturing defect in this Samsung TV series frankly leads to distrust in the brand and is disgraceful. I have been truly victimized. I urgently want my TV to be repaired free of charge."

1 Comment