DSE? Large random areas

[graygerman]

Hi guys, i have i think whats known as DSE.  it started off with 1 dark splodge, now theres 4 or 5 and it appears to be worsening as each day passes.

My tv is a KD-65X89K 65".

Sometimes depending what youre watching its very distracting and annoying and im just not enjoying watching it at all right now.

My extended 5 year warranty is in date until June 2027, im UK based.

questions - How on earth do i speak to Sony UK, ive tried online and just get a virtual chatbot that eventually says to contact a service center, but my Nearest one is in the North East, probably about 140 miles away and i do not have a car.

Is there a way to speak to Sony diectly and will my problem be covered by warranty does anybody know, ive no clue how to go about arranging repairs.pic1pic2

[MaggieGreene]

Hi @graygerman, make sure to perform all the steps in this link: https://www.sony.co.uk/electronics/support/televisions-projectors-lcd-tvs-android-/kd-65x89k/article... 

[graygerman]

Done all that and more thanks 3 times over made no difference, its just a defective screen.

Apparently doesnt happen very often with Sony LCDs, but theres always the odd one.

Awaiting a reply as to what resolution is offered, guy in the Sony place says they cost too much to repair screen defects so normally just replace the TV.

I will post final resolution once i eventually hear their answer.

[daveyh64]

Where did you buy this TV and who is the 5 year guarantee with.

If you bought from an online or high street retailer and the extended guarantee is through them then contact them directly. If you have the guarantee to hand read and see if the panel is covered by the warranty.

If the extended warranty is via Sony then they must have furnished you with an address/ e-mail or phone

number to contact them if you need to make a claim.

In all likelihood the panel would need to be replaced and this may not be worth it so I would

negotiate for the TV to be replaced.

If you are certain this issue is caused by a manufacturing error I would push for a replacement TV.

You may want to read this,

https://spacehop.com/dirty-screen-effect/

[graygerman]

Purchased it directly online from Sony.  Managed to get in touch this morning, they are indeed dragging it out for what its worth, they now want to book an engineer to come to the house and have a look at it to see if they can sort it, and well, its 65", we all know most of these issues with DSE cant be fixed and the TV is cheaper to replace rather than replace an LCD of that size, but hey, if thats what they want to do then ok, to me its just prolonging the inevitable because they can only mess with the settings to soften the effect not get rid of it, and that wont be the end of the case for me, i will keep on at them that its still there.

Hindsight!, the same TV was in my local Sony Centre, same price and warranty, i now wish i had bought it there instead of online from Sony, it would have been replaced and sorted straight away.

I shall of course update this thread as the case progresses, cant say im very pleased after spending a grand on it lol.

[daveyh64]

Well that is good news the you have managed to contact Sony and they are sending an engineer to assess the TV under warranty. They have to do that before they make a decision.

If you prepare yourself with bookmarks for all the web pages that discuss DSE and its primary cause being a manufacturing error you can discuss that with the engineer and if need be Sony themselves, this should give you more ammunition to get a replacement TV.

Yep I would not buy direct from Sony, I don't see that it gives you any advantages, usually the same price as you find on the high street if not more, poor customer service if you can get hold of them. I tend to buy from John Lewis 5 year guarantee included, better customer service and better delivery options. Also Richer Sounds again better customer service and a 6 year warranty.

Good Luck.

[graygerman]

Just a little update for everyone.

After almost a month of having to chase Sony because they dont ring you when they say they will, they finally sent one of their authorised repair guys to have a look at the tv and diagnose the problem.

Once he switched it one he instantly said yes its had it, took a few photos and stuff and said he will organise a New replacement for me that they will deliver and install for me, be about a week.

Finally feels like im getting the resolution i deserve to this problem.

Im interested to know if anyone else has encountered this issue before and what the outcome was, surely this cant be that common an issue?, if it is then they should be putting more care into making the LCD.

[daveyh64]

Good that you had a visit and it is confirmed by the engineer there is a fault with the TV.

When the engineer said that you would get a new TV did you ask if it was a new TV or perhaps a refurbished TV,

sometime Sony do this.

Not sure if Sony make the LCD panels themselves (I know that LG make their OLED panels) but as many of the articles regarding DSE put it down to a manufacturing error it may be difficult to pinpoint where the error occurred and any testing before packaging only involves connecting to a computer that runs a diagnostic to see if any 

errors are reported, DSE would not be detected. The nature of DSE is that it reveals itself sometime after the owner has had the TV, I think that has been the case with you.

Good luck with the new TV.