Sony TV prototypes frequently have black screens, and the official after-sales service refuses to come to the door for repair

In this regard, on April 2, Sony China's official customer service staff told the surging news that according to regulations, the prototype of Sony LCD TV only provides 1 year warranty service for the whole machine, and does not provide 3 years of service for the main components. Why is this not indicated on the product warranty card? The customer service staff said that further reporting was needed.

On the same day, the staff of the Guangzhou Municipal Consumer Commission said that in accordance with the mainland's three-guarantee policy, LCD TVs uniformly implement a one-year warranty for the whole machine, and three-pack service for the main components for three years, which does not distinguish between prototypes or new machines, if the merchant refuses to provide services in accordance with the three-pack policy on the grounds of prototypes, consumers can complain to the Consumer Committee and will send special personnel to investigate and deal with it.

The word "prototype" is handwritten in the lower left corner of the invoice. Courtesy of respondents

Prototype warranty services are treated differently

Mr. Li said that in August 2019, he purchased a Sony LCD TV set worth 9100 yuan at the Sony TV store in Guangzhou's Guangdong Hundred Shopping Mall. After more than 2 years of use, there have been frequent black screens in the recent past, "when you use them, you will suddenly have a black screen, the sound is still there, and then you can't see it, and it may be good to wait for a day, but look at it for a while and the black screen is black." ”

On March 27, Mr. Li made an appointment for door-to-door maintenance through Sony China's official WeChat public account, showing that the maintenance station xinhuayuan light electrical appliance maintenance in Huadu District, Guangzhou City, was officially authorized by Sony to take orders, "After the appointment, the maintenance point asked me if I had an invoice, I did not find the invoice at that time, they let me shoot the serial number of the TV, through the serial number they inquired that this TV set was produced in 2018, should exceed the three-year warranty period, I was very surprised at the time, shouldn't the warranty period be calculated according to the purchase time? ”

Mr. Li said that through his communication, the other party agreed to calculate the warranty period according to the invoice date. Subsequently, Mr. Li found the invoice, which showed that the TV was purchased on August 25, 2019, but Mr. Li said that the repair station could not be repaired according to the warranty of the main components of the new machine for three years on the grounds that the invoice had the word "prototype" on it, and needed to ask the leader to repair it. "According to the situation of the black screen of our TV, the probability is that the logic board is faulty, which just belongs to the main component of the three-year warranty."

"When we bought the TV at that time, this model was in the stage of upgrading, and the new model network transmission chip was prone to problems, so we still wanted to buy the old model, but at that time, there was only one prototype in the store, saying that it was just taken out, and the same as the new machine, we bought it." Mr. Li said that although it was a prototype at the time of purchase, it was only 500 yuan cheaper, "If it were not for the fact that the old model was not easy to buy, we would not have bought a prototype." ”

Mr. Li said that the invoice showed that the actual payment of 1 yuan was because the other party asked him to recharge to the Grandbuy shopping card and then buy it, so as to discount 500 yuan.

Mr. Li also told the surging news that when purchasing, he also specifically asked about the warranty issue, "The sales said that as long as it is Sony's TV, it is all guaranteed by the whole country, and also provided a product warranty card for us, this repair I only knew that there was a small handwritten 'prototype' on the original invoice, and I didn't know it if I didn't look carefully." ”

According to the product warranty card provided by Mr. Li, it states that the product is warranted for one year, and the main components (display screen, backlight component, logic component, high frequency tuner) are warranted for three years. In the "Case of Non-Implementation of Three-Pack Service", it is also noted that the warranty service of the prototype is different.

Consumer Association: The three-pack service does not distinguish between prototypes and new machines, and consumers can complain

In this regard, on April 2, the surging news reporter called the Xinhuayuan Zhiguang Electrical Appliance Repair Station in Huadu District, Guangzhou, and the staff of the station said that they had received Mr. Li's after-sales service order, but Mr. Li's TV was a prototype, and the warranty problem needed to be further instructed to the leader to reply.

Mr. Li said that the maintenance station also said to him that he needed to ask the leader by email to come to the door for maintenance, but he waited for many days without getting a reply, "During this time, our family has not been able to use the TV, why should the prototype wait for the leader's approval?" Isn't the prototype a Sony product? ”

On the same day, Sony China's official customer service staff told the surging news that according to the regulations, the prototype of the Sony LCD TV only provides one year of warranty service for the whole machine, and does not provide three years of warranty service for the main components. Why is this special warranty policy not indicated on the product warranty card? The customer service staff said that they needed to report further and answered by a special person. However, as of press time, no response has been received.

Should the warranty policy for TV prototypes be treated differently? On April 2, the surging news reporter called the Guangzhou Consumer Association, and the staff of the consumer association said that according to the mainland's three-guarantee policy, the LCD TV machine uniformly implements a one-year warranty for the whole machine, and the main components are warranted for three years for three guarantees of service, and the time is calculated according to the date of invoice issuance. "There is no other explanation for the prototype in the non-implementation clause of the three-guarantee policy, so there is no distinction between prototypes or new machines, and merchants should provide three-pack services in accordance with the requirements of LCD TVs."

The staff said that if the merchant refuses to provide services in accordance with the three-guarantee policy on the grounds of the prototype, consumers can complain to the consumer association and will send special personnel to investigate and deal with it.

On April 3, Mr. Li said that after the intervention of the surging news, the maintenance station agreed to send staff to the door for maintenance first, but did not give a clear answer to whether it could be warranted in accordance with the three-year warranty of the main components, "If they continue to use the prototype as an excuse not to warrant, I will definitely defend my rights to the end, which is deceiving consumers." (Original author: 李思文 From: The Paper)

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