Sony Australia OLED TV Fault/Service

by H__Bear

I purchased a Sony A8F OLED for ~$4000, the most expensive TV purchase I have made. I paid a premium because I expected a premium product and for the most part it's fantastic.

Unfortunately while watching movies and console games I noticed a fault on the screen, a large vertical band or smudge on the left side of the screen. It isn't always visible in bright or complex scenes, but it is visible with uniform blue, grey or green images such as a night sky or grassy football field and I find it extremely distracting.

After allowing about a year for the screen to achieve a uniform level I contacted Sony Technical Support with pictures as shown here:

https://i.imgur.com/h4GZfUK.jpg

https://i.imgur.com/xHdA1Qa.jpg

I circled the fault as the initial response from Sony Technical Support included the comment "I can't see the vertical line that you reported", I believe this was a lie intended to discourage me from continuing my Product Enquiry, however I continued the process.

After ~10 emails and further evidence provided in the form of more photos and videos, Sony Technical Support attempted to end the Product Enquiry with "After careful observation, our level 2 support agrees that the black band that you were referring to is not a defect. Please understand that Organic EL displays (OLED) are built with precision, but differences in brightness may cause slight lines or bands to appear on the screen. These bands become very visible in dark backgrounds. These TVs meet the suitable standards and the band is not a malfunction".

There was no elaboration or explanation of the 'suitable standards'.

I continued to pursue the Product Enquiry and eventually a Tech Support Rep visited to inspect the TV. After briefly viewing test and demo screens, the Rep determined that at normal viewing distances the fault is not visible.

I agree that during bright and colourful test and demo screens the fault is not visible, I didn't purchase the TV to watch test and demo screens, I purchased the TV to watch movies and console games, many of which have blue, grey or green images which render the fault absolutely visible at my normal viewing distance of ~3.2 metres.

The Tech Rep provided a written report when requested, which again provided no technical data regarding the fault, or elaboration or explanation of the 'suitable standards'.

The short version of this cautionary tale is: I spent $4000 on a premium TV expecting premium quality and service. I find the a TV which can't accurately reproduce an image of blue, grey or green to be unfit for its intended purpose.

Sony has replied to my Product Enquiry with various tactics ranging from obtuse/false (claiming not to see the fault), to delay/discourage (~10 emails to even schedule and inspection), to an appeal to authority (subjectively claiming there is no fault without any technical justification).

I am continuing the process now with Consumer Affairs Victoria.

Dennip

I think waiting a year was probably a mistake; should have returned to place of purchase ASAP.
Hope you can get it resolved; I don't see how they can accept that there is a fault but its just not visible at 'normal' viewing distances!

mrminivee

Contact ACCC or threaten Sony with the prospect of contacting the ACCC, you have a right to a refund, repair, or replacement. I would argue it has a major problem;

A product or good has a major problem when:

  • it has a problem that would have stopped someone from buying it if they’d known about it
  • it is significantly different from the sample or description
  • it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
  • it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
  • it is unsafe.
muscles-r-us

If you purchased from Hardly normal or JB, etc. just get them to replace it perhaps? Or yes absolutely lodge a case with ACCC. Let Sony know you'll be doing that.

As an example, my 5 year old (yes 5!) Panasonic plasma died and it was rarely used as it sat in our guest room. I opened a case with Panasonic pointing out a link to a previous case someone else had won (got it off Whirlpool) and that person got compensation from Panasonic for a tv that died in 4 years. Apparently tvs are meant to last 7 years in Australia as per consumer law. Guess what Panasonic arranged an inspection and in 24hrs of the inspection offered me a cheque of 600$ for my dead plasma! They even cleared it out of my house for me! I used that money towards an af8!! I know your oled isn't dead, but my point is Australian consumer law is very clear on life and quality of goods purchased. You have a clear case given the pictures, just let Sony know you'll be going to ACCC and they should react pretty swiftly with a replacement (a8g if not a8f) that is same or newer!

kylezz

Unfortunately it's an accepted fault of OLED technology that isn't covered under warranty, it's one of the reasons I avoid buying OLED along with burn-in issues.

[deleted]

Maybe next time you will spend more time researching and understanding the technology beforehand. That sounds like a rude slight. I honestly don't mean it to be. The fact is, though, that these tv's and the tech driving them aren't perfect. There are more than one type of TV technology available because there are pros and cons to various technology types. It's up to you to understand what you're buying.

I bought an oled TV. Spent a lot less than you did, but still a significant amount. Guess what? It has a fist sized dark spot like you have noticed. If I look for it in the right scenes, I can notice it. If I am actually focused on what I am watching, I cannot.

It is what it is. I always knew that this would be the second to last TV that I'll ever have to buy (micro led being the ultimate end goal).

Honestly, this post strikes me as similar to the guy in Canada going after Tesla because he didn't realize that his range would be reduced in a cold climate.

Buyer beware. Research what it is that you're buying before you buy it.

BurtMacklin-FBl

Sadly this is super common with OLED. It's a very hyped tech because of good black levels but it has as many faults as LCD overall. Banding and degradation is why I'm not ready to switch yet. It sucks but what you're seeing here isn't uncommon unfortunately. If you go to tech forums you'll find people exchanging theirs until they get one that is "better". Best of luck.

Erikthered00

If you don't get satisfaction, take it up with the point of purchase. That's who your sale was through and therefore who is ultimately responsible for your remedy under Australian Consumer Law. They can ask that it be investigated, and usually this is done by the service centre Sony recommend, however at the end of the day the shop is on the hook for making you whole. You didn't interact with Sony.

ErebusWrath

I would go nuts if my TV had that black vertical strip. 4k for a tv and the costumer service sucks. Those brands only care about money.

I went cheap, so I went with xiaomi MiTV 4s 55 4k HDR+ It's led IPS but the quality impressed me and the quality is uniform. Not too much bleeding going on too.

BrendonBootyUrie

Any updates considering Sony A8H but might go for LG CX since they've been known to replace their OLED screens for some customers.

BiggussDikkuss

What the 1st post describes is referred to as the LG - OLED “Panel Lottery” And is pretty common with OLED tech. Vertical banding and uniformity can be Real issues. Some brands and batches of OLED’s are simply worse than others.

Even 2020 LG OLED panels are still a lottery eg:

https://whrl.pl/Rf4Zr5

My 2019 GZ Panasonic OLED thankfully has no such issues

In Australia such Problem OLED TV’s should be immediately returned to the Retailer who sold the TV quoting sections from Australian Consumer Law as detailed below. Not enough Aust. consumers are aware of their exact consumer rights sadly.

Good luck to the OP sorting it all out.