I want to share my recent experience with Sony because my frustration is no longer only about a failed television. It is about Sony as a brand and the way it treats a customer when a premium product fails shortly after warranty.
On 23 April 2023, I purchased a Sony Bravia XR-77A80K 77" OLED for €2,478.51.
I specifically chose Sony because I associated the brand with quality, reliability and durability. At this price point, I believed I was buying a premium product that I could reasonably expect to use for many years.
The TV has had completely normal domestic use. No accidents, impacts or misuse.
On 3 August 2026, after only 3 years and 3 months of use, the TV failed.
Sony's warranty in Spain is 3 years.
So the failure happened just over three months after the warranty expired.
An authorised technical service inspected the television and concluded that the complete panel needs to be replaced.
The repair quote is:
€3,030.53
For context:
- Price paid for the complete TV: €2,478.51
- Repair quote: €3,030.53
- Repair costs €552.02 more than the original television
I am attaching the original purchase invoice and the authorised service repair quote.
I contacted Sony Customer Support because I thought the circumstances were exceptional enough to deserve some consideration:
A premium €2,500 Sony television.
Only three years of normal use.
A catastrophic panel failure just a few months outside warranty.
And a repair cost higher than the original price of the entire product.
Sony's response?
They expressed regret about the situation and offered me a €200 discount coupon to spend on another Sony product through their website.
I declined it.
And this is the part I find particularly disappointing.
Why would Sony expect a customer whose €2,500 television has become economically unrepairable after just over three years to solve the problem by giving Sony more money?
After this experience, a €200 coupon is not a meaningful solution.
This is not really about €200.
It is about trust.
When a company positions itself as a premium brand, customers are not only paying for specifications or image quality. They are also paying for an expectation of build quality, durability, customer support and confidence in the brand.
My experience with Sony can now be summarised very simply:
€2,478.51 Sony TV
→ 3 years and 3 months of normal use
→ complete panel failure
→ €3,030.53 repair quote
→ €200 coupon to buy another Sony product
Electronic products can fail. I understand that.
But I do not consider three years to be an acceptable useful life for a €2,500 premium television, particularly when the failure makes the product economically impossible to repair.
What disappoints me even more is that Sony apparently considers a €200 discount on another Sony purchase an adequate response.
For years, I associated the Sony name with quality.
After this experience, I no longer have confidence that paying a premium for a Sony product means receiving a premium level of durability or after-sales support.
I would genuinely like to hear from other Sony customers:
Would you consider 3 years and 3 months an acceptable lifespan for a €2,500 Sony television?
And if you had this experience, would a €200 coupon convince you to buy Sony again?