Hello,
This is regarding a warranty problem i am facing in Romania.
Sony TV 43xg8396 bought in August last year (2019) with 2 years warranty + another 2 extended warranty from Mediagalaxy, at the beginning of 2020 I woke up with a stain on a few mm screen. I contacted the people from JUSTIT and they told me via email that it should be solved by cleaning the dispersion sheets and that it is probably a dust particle, and if it is not possible to clean it, replace the display or the device. It has been sent 2 times so far in their service (via courier) because each time it returned worse than it was sent with the initial problem, (about 10-15 such particles, most of them smaller and some equal in size to the initial one), the problem visible as soon as I removed it from the box and mounted / connected. I mention that the first time they sent it without 2 screws, the ones below the TV at the bezel connection.
After I contacted them again for the same problem (so for the third time), they told me that they would not receive it again (so they didn't even receive it in service to see it physically). , because from them it leaves in an ok status (I also discussed the likelihood of something happening on the courier side, but I have no proof that the TV leaves ok from their service, normally they should have pictures of the product status when entering the service as well as when leaving the service) They also told me on the phone that it's impossible to clean perfectly all the dust and that some particles may remain, I asked them why they took it into service if they knew about this risk, because if I knew I would not have sent it in the first place. Moreover, as I said above, in the initial email they said that if it is not resolved by cleaning, the display / device will be replaced. Now I am told that for such problems it is not going to be replaced, telling me that if the particles are not near the center and are not larger than 2 millimeters it is not the object of the service. I would like to point out that many times throughout the experience with this service I was forced to insist on the phone because the email was not answered.
Their solution at that time (by phone) was to contact another Sony authorized service (Absolut Video) and try to solve with them. When I contacted Absolut Video, they told me (by phone) that their contract with SONY clearly states that the display should not be opened in any form for repairs (because in Romania we have no special rooms for such cleaning, and during this procedure there is a risk that new particles will appear) but replaced, if necessary, and they refused to take it into service after JUSTIT took care of it, because they do not want to interfere over what they did (JUSTIT) already in service.
I contacted for a solution on Sony Romania with a ticket. They told me that they investigated and that JUSIT said that at the recommended distance the particles are not seen, although the recommended distance is 80cm (taken from the sony site):
https://www.sony.com/electronics/support/articles/00008601
https://www.sony.ro/electronics/support/televisions-projectors-lcd-tvs-android-/kd-43xg8396/specific...
TV size without stand (l x Î x A)
Approx. 96.5 x 56.9 x 5.8 cm
at 4k tv - 1.5 x vertical screen size (56.9cm) = 85.35cm
..and they are seen even from the distance recommended above .. I told them that I use it as a monitor for editing pictures and that they told me that it is not recommended to be used as a monitor although, as well , from the sony site we see how it can connect to the PC as a monitor (also knows chroma subsampling):
https://www.sony-asia.com/electronics/support/articles/00231150
https://www.sony-asia.com/electronics/support/articles/00231984
They also said that the TV is not made to see static images (pictures), and that on static images the particles are seen but not on dynamic images (movies, games) no, although on the sony site we can see that you can connect the camera to the tv(for still images):
https://www.sony-asia.com/electronics/support/articles/00231150
https://www.sony-asia.com/electronics/support/articles/00231537
Even with the arguments above, and considering that each time the TV was sent out of service to me in a worse condition than the initial one, they refuse to solve the problem with the TV, under warranty. So i contacted consumer protection in our country and waiting for their answer.
