SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20180203-FF42B-2147393163. Severity: Incident, No Injury. Product: Sony Bravia XBR-65X810C (Sony Bravia 65 inch television). Incident: We have a 65 inch Sony Bravia television that was mounted on the wall. The television began to have vertical lines and ghosting on the screen while we were watching it. After a short while the ghosting went away but the vertical lines continued. I turned the TV off and turned in for the night. The next morning, December 10, 2017, I noticed that the left lower portion of the TV had melted from obvious heat source. At that time I contacted Sony regarding this issue. Sony sent a technician out on December 14, 2017 to evaluate our TV. After the technician's evaluation, he stated that we should not use the TV because it was dangerous and posed a fire hazard. We followed up with Sony a week or so after the technician's evaluation. Sony's representative stated that our case has been forwarded to the National Customer Relations office for response. Sony's representative continued to say due to the fact that our unit was diagnosed with Physical Damage, Sony will not be able to honor its warranty and that Sony was unable to assist us with the repair/exchange. We requested a copy of the technician's report but Sony declined our request. During weeks of corresponding with Sony's representatives, one requested photos from us of the damage TV because Sony had no photos on record from the technician. We emailed photos of our TV to Sony. On January 26, 2018 a Sony's representative called me, [REDACTED], and said our case was being closed and Sony would not be able to assist us any further because the TV is more than a year old. The purchase date of our TV is 2/24/2016.