Here is the story of my Sony Bravia repair saga three weeks into the process:
Exactly 91 days after purchasing the television from Costco part of the backlight system failed. The failure happened to occur during the fourth quarter of the Jets/Patriots game. For the last three weeks the television has been sitting in the living room darkly consuming space. The broken television sitting in the corner of the room has reminded me of how technology failures can be devastating and frustrating. Even a manufacturer warranty and a two year additional warranty were not enough to ensure a swift, effective, or efficient resolution to the issue.
Two weeks after the initial failure a technician replaced the power supply and board inside my Sony Bravia KDL-52EX701 television. Apparently, the six blink error code indicated a power failure. Strangely, after replacing the power board the six blink error code was replaced by a two blink error code. Sony error codes help technicians diagnose problems remotely. In this case the failure of the screen destroying the power system happens to be a known issue. The six blink Sony error code will be replaced by a two blink Sony error code after the faulty power supply is replaced. The actual problem involving the screen was being masked by the power failure it created.
Three weeks ago, the process started with a call to the Costco technology concierge. Probably, the most professional and straightforward part of the process involved working with the Costco technology concierge. The problem was discussed and a warranty claim was opened and the concierge stayed on the line throughout the entire call with Sony. Based on my detailed explanation of the initial failure the Sony repair team was able to remotely diagnose the problem. I have to say that talking with Sony representative about the warranty was an incredibly painful and unprofessional process. Specifically, the Sony technical support agent perpetually used soft holds (mute holds with no hold music) and basically refused to provide any degree of assistance. The representative basically shifted the process to the repair team and refused to schedule a maintenance visit during the phone call. The process concluded with a case number and a phone number to call a technician that lives about two hours away in Denver. Sony put all of the reasonability for the warranty claim back on the consumer. Bottom line: I’m glad that we got a two year warranty for the television, but the Sony warranty process was not consumer friendly.
Next week, during the fourth week of the problem Sony will be shipping a new screen to the technician. The bezel, graphics board, and power board will have to be removed. The most expensive piece of the system the display (screen) will have to be replaced. Strangely, I thought Sony might just send out a new television instead of creating a hodgepodge of parts in my living room.
Updated at 09:00 MST on 2/26/2011
- Will the television repair sage ever come to an end? The saga came to an end. Sony invoked the replacement program and replaced our 52 inch Sony Bravia television with a refurbished 60 inch Sony Bravia. The process was not easy or satisfying. For the most part the process could have been better with a small degree of communication from Sony.
Will somebody from Sony ever call to follow up by talking about the process? Strangely, the technicians worked with Sony to get parts to repair the television. The replacement television showed up before the technician could make the repairs. I swapped out the new television for the broken old television and thanks to the speed of air freight Sony now has possession of the old television.