Sony CRT Problem!!

[XTR]

A couple of days ago i emailed Sony regarding this problem......

Hi, I own a Sony A220 monitor. I have owned it for around 2 1/2 years now and recently noticed the protective film (purple appearance) has started to wear off. The screen appears scratched but it is merely this film wearing off. Since the product has a 3 year guarantee would it be possible to arrange a replacement monitor? I have all the document's here and purchased it from www.dabs.com for £230.

Thanks Mr Craig A Ball.

I have then received an email back from them saying this........

From: Corns, Phil (EU-Pencoed)
To: XTR
Subject: (Mr Craig Ball)


Hello Mr Ball,


The item you refer to is the anti glare coating, this is sprayed on during
the manufacturing process of the CRT, once it has been damaged it cannot be
repaired. This coating is easily damaged by misuse, including cleaning, if
the cleaning instructions have not been followed.
It is not covered by the warranty.


Regards,
Phil.


Phil Corns
Customer Services Engineer
Pencoed Technical Information Centre
Sony UK Manufacturing, Pencoed Technology Park, Mid Glamorgan. CF35 5HZ
Telephone: 08705 168648 Fax: 08705 168649
Email: TIC.Pencoed@eu.sony.com


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The information contained in this message or any of its attachments may be confidential and is intended for the exclusive use of the addressee(s). Any disclosure, reproduction, distribution or other dissemination or use of this communication is strictly prohibited without the express permission of the sender. The views expressed in this email are those of the individual and not necessarily those of Sony or Sony affiliated companies. Sony email is for business use only.


This email and any response may be monitored by Sony United Kingdom Limited.
(gfd)
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I highly doubt this problem has occured from excessive cleaning since I rarely clean my monitor. Any suggestions on how i should respond to this email?

[XTR]

The Warranty Small print ^^ (poor quality since i didn't want to post a 300kb picture, 56k friendly)

[Anonicle]

You followed cleaning instructions, so its a manufacturing defect, i've got 2 sony monitors that get cleaned regularly, and the anti glare coating is fine. Ring them up, they are usually very helpful, and you should get an equivalant replacement within a few days.

[SilentDeath]

It is not covered by the warranty.

i would disagree... they owe u a new monitor!

sorry to go off-topic, i just got a refurbished monitor with anti-glare coating etc.. how is the screen suppost to be cleaned? cos mines quite dirty

[spikegifted]

I don't about the A220, but here's what it says in user manual of my pair of E430:

Maintenance
Clean the screen with a soft cloth. If you use a glass cleaning liquid, do not use any type of cleaner containing an anti-static solution or similar additives as this may scratch the screen's coating.
Do not rub, touch, or tap the surface of the screen with sharp or abrasive items such as a ballpoint pen or screwdriver. This type of contact may result in a scratched picture tube.
Clean the cabinet, panel and controls with a soft cloth lightly moistened with a mild detergant solution. Do not use any type of abrasive pad, scouring powder or solvent, such as alcohol or benzine.

(my own underline)
So if you have use screen cleaning solutions with anti-static solution, you coating would have been damaged...

[Aaron]

They owe you a new monitor, plain and simple.

However, Sony's customer service is appalling. They'll do anything to get out of replacing/repairing your goods if they can and then will charge you an extortionate price of replacement components.

I think that phoning them up is the best idea. Stress that you've read the cleaning instructions very carefully and have followed them exactly for the lifetime of the monitor.

[BUFF]

Originally posted by Aaron
They owe you a new monitor, plain and simple.

Actually they don't have to give a new one, at best they only have to provide a monitor in an acceptable condition for one of the same age , so they could for example give a refurb.
Plus, according to their T & C, they can charge for the carriage.

Of course, they may have a problem in that they don't seem to sell CRT monitors below 21" now

[XTR]

I have emailed Sony with a link to this post, so they can view all the image's and user's comments

[XTR]

Just thought I would update you all on my situation regarding my monitor and Sony UK.

Well so far... I feel no further forward in resolving this problem. Sony have told me that there "Management Team" are discussing my case. Does it take 3 weeks? Abismal service!!! I have been communicating with a guy called Phil at Sony and feel like I am playing Chinese whispers as I keep getting emails from him, with questions from the management team. They have asked for my mailing address which I have forwarded to them but have had no explanation why they want my address.

14/11/2003
Hello Craig,
The Management team have today asked me to inform you, that your case is
still under discussion and that you will receive an answer very shortly.

Regards,
Phil.

Phil Corns
Customer Services Engineer
Pencoed Technical Information Centre
Sony UK Manufacturing, Pencoed Technology Park, Mid Glamorgan. CF35 5HZ
Telephone: 08705 168648 Fax: 08705 168649
Email: TIC.Pencoed@eu.sony.com

My response to this email is below….

14/11/2003
Thank you for keeping me informed.
I find it quite shocking that it has taken nearly 2 week's for "The Management Team" to discuss my case.
I am logging all email's received and sent and shall be compiling a letter to Sony UK if this situation isn't dealt with very soon.

Your's
Mr. Craig A Ball

So......... hopefully I will receive a response to this problem this week, otherwise I am taking further action.

[joshwa]

Hope it goes well, there's a letter to "Dan" at the bottom of here about a guy with a similarly faulty anti-glare coating, that's just deteriorated of it's own accord at the bottom of this page:

http://www.dansdata.com/danletters073.htm

Without any help from me or my family, the coating on my computer monitor screen, a Mitsubishi DV17NF, started to deteriorate. At first, it was barely noticeable, just a few very tiny bright specks here and there over the screen's surface. As time progressed though, the specks grew into larger blobs and even the gentlest attempts at cleaning the screen with a soft damp cloth (as recommended in the manual) caused even more of the coating to come off, in jagged streaks resembling scratches all over the screen.

In the end, the coating on my monitor screen became so deteriorated that I had to make a decision about what to do. I tried contacting various glass coating businesses, even a couple of specialists at universities and last but not least, some scientists at the CSIRO who also specialise in optical coatings. Unfortunately, no-one from any of these organisations was able to offer any real help. In fact, the common thread between all of their advice was that anti-glare/UV type filter coatings are generally so robust as to defy practically all attempts to remove them.

It seems that all good quality coatings are applied with a kind of Electro-Plasma process under very precisely controlled conditions, which causes the coating to be deposited in such a way as to create a molecular bond between the glass and the coating compound. The resulting surface is then supposed to be at least as hard as the parent glass and therefore very durable. It would seem then, that if I could have had this supporting information at the outset of the coating starting to deteriorate, and have been knowledgeable enough to know where to look for it at the time, I could probably have had the monitor replaced under warranty due to the presence of a faulty screen coating with supporting evidence from scientists from the CSIRO no less.

[Event Horizon]

I have a Sun 21" (Re badged Sony) and its not had any problems with its coatings, i hope you get this resolved mate. The only downside is that you now have " Three Management Team" looking at the case, do you realise that now management are involved it will take an age to make any kind of decision

[XTR]

Originally posted by Event Horizon
The only downside is that you now have " Three Management Team" looking at the case, do you realise that now management are involved it will take an age to make any kind of decision

you know them too well!!! It's been exactly a month since i first contacted them. And guess what... im not further forward. I still have a faulty monitor. I have still had no responce from Sony as to what they are going to do.

I'm fed up with it. I've emailed asking for a reply on Monday otherwise I'm off to see a Solicitor.

I've learn't something from all of this though. My dad wants to buy a new 32" TV. I considered the Sony's but they are striked off that list now!!!!!!! There loss. But from what i've heard they are overpriced anyway. (probably have faulty AntiGlare coatings too )

[Alan]

It would be interesting to see if publicity can influence "the management". Your link to this thread is good - too bad Hexus didn't have a regular feature on the review web site (one was done for an Ipod if I recall) for particular cases of "we spit on you lowly customer".

Then, it would be interesting to see their reaction to publicity on a web site that's viewed globally!

I just like to see the wee guy get at the big guy now and then.

[spikegifted]

I've a feeling that you're not going to get anything out of Sony this time round...

[XTR]

Originally posted by Alan
It would be interesting to see if publicity can influence "the management". Your link to this thread is good - too bad Hexus didn't have a regular feature on the review web site (one was done for an Ipod if I recall) for particular cases of "we spit on you lowly customer".

Then, it would be interesting to see their reaction to publicity on a web site that's viewed globally!

I just like to see the wee guy get at the big guy now and then.

Sony already know about this thread. I'm not attempting to use it to influence there decision but it's nice for them to read the views of other computer enthusiasts regarding this monitor.

Would you pay £1000 on a 32" TV if ya think in 2 1/2 years the screen coating is going to deteriate, causing it to be uncomfortable to use.

[Russ]

its a shame really, as sony are the world leaders in almost everything electronic, or a favourite for enthusiasts at least. i tend to stear clear of cheaper brands if possible and buy sony or samsung as you would think the level of customer service from these companies would be superior.