In recent days, ms. King of the consumers has reported to the public interaction platform “salvation service” (https://tousu. Thepaper. Cn) that she had previously purchased a sony tv model xr-55x91j, which, after more than four years of use, suddenly broke down on 16 november 2025. That night, after ms. Wang had followed sony’s pd's guidelines for self-inflicted testing, the customer service recommended that the maintenance staff be booked for a door check。
Ms. Wang said that the television had been insured at that time, and that it would cost $300 to contact the maintenance staff for testing only, and that her online search had revealed that there had been some feedback from netizens that the sonyj series had failed shortly。
On this basis, ms. Wang believes that the sony television series itself has a quality problem and hopes that sony will be able to repair the problem product free of charge, extend the quality assurance period and publicly apologize to consumers。
Following a complaint from ms. Li, the press called sony (china) ltd. And staff members stated that they would verify the situation. As of the time of the submission, however, sony had not yet provided a clear response to the aforementioned issues。
Consumers question the quality of television
According to ms. Wang, on 18 june 2021, she purchased a sony lcd television, xr-55x91j, at a price of $5499, at sony’s own flag shop. The warranty card showed that the television set-up was fixed for one year and key areas such as the main plate for three years。
On 16 november 2025, ms. Wang's television station suddenly broke down. That night, ms. Wang contacted kyoto and sony, respectively, and did not solve the problem, “i tried to re-open the machine, update the software, and so on, following sony's post-sale guidelines, but the problem remained unresolved”。
Subsequently, the staff member after the sale advised ms. Wang to make an appointment for a door-to-door test, but, as a result, her television was insured for 17 months at a cost of $300 for the test and, in the case of maintenance, a separate fee depending on the test. Ms. Wang rejected the offer of the seller. "because it's a charge, i'll go online and see if there's anything like me, see if i can solve it myself."
It was surprising to ms. Wang that she had discovered that her experience was not a case in point after her search on social media platforms, and that there were consumers who had posted their sony j series on the internet for about a year or so without sound failure。
Ms. Wang said that so many people in the same series of televisions had the same problems, would it be the quality of the product itself? She requested sony to provide free maintenance products, extend quality assurance and publicly apologize to consumers. Sony did not respond。
Checklist of advocacy information filled out by consumers within the advocacy cluster
Several consumers have experienced the same problem
A search of the news revealed that there was indeed a large number of complaints from consumers on a social media platform about voiceless failures in the sony j series shortly after they had been insured, mostly from 4 to 17 months later。
At present, consumers with this malfunction in television have formed advocacy groups with 203 members. Ms. Wang provided a collection of information on sony television failures, which showed that the clusters involved fault televisions, including sony j and k series, which focused on j series and covered multiple branch models。
Mr. Zheng is also a member of the human rights advocacy group and claims that in october 2021 he purchased sony television, model xr-65a80j. In december 2025, the television station suffered a noise failure. Following the breakdown, he contacted sony's after-sale staff online and, in accordance with the staff's guidance, shut down, restarted, etc., briefly resolved the problem. However, at the beginning of january 2026, the television was re-activated without sound and could not be addressed through operations such as the shutdown。
After mr. Chung contacted sony again, the staff member submitted a door-to-door test, subject to payment of $100 for door-to-door fees and $400 for testing, “after i refused, the staff member pointed out that it might have been a malfunction due to the main board problem, which was expected to cost approximately $1,100”。
In response, mr. Chung expressed his confusion that the sony sales workers did not have to go to the door and that the customers knew that the main plate was broken when they said it was a television model and a malfunction, “is it clear that they were receiving such information frequently, that there was a quality problem with the product itself?”
Mr. Chung said that he had complained to platforms such as 12315, but that the problem had not yet been resolved。
The relevant products have been placed through official channels, and sony states that it will verify the situation and provide feedback
Following a complaint from ms. Wang, the press called sony (china) ltd. Staff indicated that information would be recorded and fed back to relevant departments. At the time of the submission, however, sony had not yet provided a clear response to the above questions。
It was noted in the news that sony j-series television was now installed through official distribution channels and that sony had officially launched an “old for new” campaign. The sony (china) official network shows that, in exchange for old and new activities, the xr-55x90j type is designated as sonyj television, including xr-55x90j, xr-65x90j, xr-75x90j, xr-65x95j. In exchange for the above-mentioned models, the sony 7th, 8th and 9th tvs receive a special coupon of $600 and, on the basis of a qualitative assessment, a high recovery of $1,000。
In response, zhao liangcheng, a well-known pro bono and senior partner in shaanxi xingda, stated that the boundary of responsibility was defined at its core as “whether or not the fault originated in a product defect”. Sony j-series television suffered from a noiseless malfunction, followed by a “symmetrical + failure description alone to determine damage to the main plate”, which directly demonstrated that the malfunction was a “common and inherent problem” of j-series television and that it was a product design or quality defect, not an occasional failure. Under article 40 of the product quality act, the operator is liable for “repair, replacement, return” of defective products, irrespective of whether they are insured or not。
In addition, with reference to article 9 of the regulation on the responsibility for the replacement of returning goods through home audio-visual commodity repairs, the three-package period may be extended by “maintenance caused by the quality of the product itself”, whereas in this case the “post-insured concentration failure” proves that the quality problem was latent during the three-pack period, but only became apparent after the lapse, whereby the manufacturer could not refuse free maintenance。
Reporter chen lei-ju, intern liu yihua
