(NEW) Sony 85" 4K HDR Full Array LED TV

Yes lemons happen but pretty frustrating to get a brand new tv at this price and have it not work. Only thing that happens is a flashing red light that blinks 5 times. Screen has never lit up. Yes I did all the troubleshooting you can easily find online and did it again with the rep on the phone. This is not my first Sony Bravia TV. Sony customer service tells me I have to wait 3 business days before reviewing my case which is pretty disappointing not having a plan of action. Of course I’ll update this review if things change and hope their customer service will come through. TLDR SUMMARY ADDED 2/20/23 In the end, I did my part as a customer and followed the good faith directions by Amazon and the manufacturer. My result was being without a TV for 48 days, jumping through hoops and having to put up with anxiety for a brand new big box product I bought. If I knew then what I know now, I would tell myself (and tell you) that I probably would have just sent the TV back and got a new one in half the time I went through the warranty process. If Amazon and TV manufacturers want to sell customers on doing this process (which is fair), they need to focus on delivering empathy and reassurance to the customer that they'll make it right and not make it feel like I must have done something wrong. As a result of all this, as happy as I am as a customer with Sony in the past, my customer confidence in being supported is shaken in them for the future. You have hundreds of reviews talking about the TV itself on Amazon. My initial impressions of the TV itself is I will be very pleased now that I have a working TV. Still, I think charting this story out on Amazon was important because it allows you to see how the quality of service during the warranty process up through delivery. The TV may end up being 4-5 stars in my book, but if you order this and get a DoA unit in the future (which can happen), if you're still in the Amazon return period, consider my experience carefully. My timeline is below including my most recent delivery experience. I want to play with the TV settings more before I give a review on that and update the stars. Still trying to figure out how I score this given the experience I wrote out below. BELOW ADDED 1/14/23 As an update, I waited a full week and received no emails nor phone calls from Sony customer service with an update or a plan for my case moving forward. This morning I called Sony customer service and was told it was assigned to the Engineering department and that the case had not been touched since I called a week ago. He said that department is closed on the weekends but that he will make a note in hopes they will address it on Monday when they return. The agent on the phone was great, but this is poor service. I am still trying to give them the good faith benefit of the doubt, but I'm starting to grow cynical. I was told they'd contact me in 3 business days with a plan forward, and I had to call them after a full week to be told they hadn't touched my case. Having at least a gameplan would make me feel like they are trying to solve my issue. This is my 3rd TV with Sony. This type of customer service for a new product feels unacceptable. UPDATED 1/20/23 So after my updated review and talking to Sony last week, I put a tweet out asking for help from Sony Support US on the same day. They responded asking for a case number and I responded back explaining the situation. They then wrote me telling me the same thing I told them the customer service person told me and said "Please kindly provide us with 24 to 48 working hours, so they'll follow up with you and provide a solution to your case". That brings me to today, 1/20/23 at the end of a Friday business day with no response from them. When I first discovered this problem, I followed Amazon's guidance and worked in good faith with the manufacturer. As a quick summary: -I called on 1/7: was told give them 3 business days -I called on 1/14: was told Engineering hadn't touched the case and it was pending -I messaged Sony support US with the above and they regurgitated what I told them but said give us "24-48 working hours" I have given them 80 working hours (2 full weeks) and I don't even have a plan moving forward. I know Sony is a quality name but BUYER BEWARE ASKING THEM FOR SUPPORT. I don't have much more time to give them before my return window closes with Amazon. If there somehow is an update after this I'll share but I'm doubtful. UPDATED 1/25/23 Today was the day I was going to put in a return request with Amazon and today is when Sony called me. It's been 2 and a half weeks (100 working hours) when I was quoted 3 business days and then 48 working hours. The representative asked me the same questions as the previous person about what troubleshooting steps I went through. I told them the rep went through it with me while on the phone and told them the steps again. They asked if my TV has done anything else other than the red light that flashes 5 times and I said no. He put me on hold and then said my TV needs servicing. From there, he said I was being upgraded to the "concierge department" and it would take 2 business days to hear back from them. I said "so that means you'll call me on Friday". He said yes. UPDATED later 1/25/23 So within an hour of posting the above an incredibly empathic and positive Sony customer service associate called me and absolutely delivered a stunning customer service performance. They were communicative about the process, answered my questions, put together a plan, made sure I had a contact name and phone number and walked me through next steps to get the support I need. I cannot stress how night and day this phone call was vs. the previous communications Sony has had with me. They have instilled hope in what felt like a hopeless situation. I have to take some pictures of the unit before doing next steps. ADDED 1/26/23 So today, a new enthusiastic and empathic customer service staff member called me, confirmed my photos were approved, and said they are delivering a new (not refurbished I confirmed) TV to me. The delivery team is also going to make sure the new TV works, repackage my old TV and take it away. Again, this new associate has NAILED the customer service. I can't stress how dramatically different this experience has been. It is almost as if I'm talking to two different companies. The last 24 hours have been absolutely impressive and they are providing me an incredible white glove service. This just blows my mind. If the front end experience had even a portion of the "concierge team" empathy and communicated a plan I never would have had an issue. I hope that's something they consider in their training plans. Yes, I will continue to update my review and am looking forward to writing about the actual TV itself. UPDATED 2/5/23 Just a quick update. I don't have the replacement TV yet. I did get tracking notification and the website says I should get a call this week to schedule a delivery. My return period with Amazon ends this week so that makes me all in on Sony coming through at this point. UPDATED 2/20/23 So the delivery of the new TV occurred on 2/17/22. Here's how it went down: -Friday night of 2/10 I received an email and automated phone call from the delivery company saying my TV would be delivered the following week and to schedule it through their website. When I attempted to do this a couple times the weekend, my order could not be found. I noted the phone number given to me by the automated bot was different than what was listed on the website, so when I called that I was connected to what seemed to be a smaller delivery company. They told me they make a couple of runs to my area weekly and they would text or email me when they would deliver it. I told them that the instructions referred me to a different companies website and they said they are aware of that being an issue (I'm assuming they were contracted out by the delivery company) -Throughout the week Sony concierge team was checking in and telling me they expected delivery. They said I'd be able to pick my time. They then told me they were told I picked a time of Friday morning 2/17. I did not pick any time. They reinforced that the delivery team would unpack the TV, set it up by placing it on the stand, and plug it in to make sure it works. -Thursday night 2/16 I got a text message and email telling me delivery would happen Friday EVENING 4pm-8pm. Again, there was no option for me to pick a window of time. -The truck pulled up around 6:10pm. One guy pushed the TV on the other guys back and I observed a single person carrying my 65 inch TV over their back and shoulder while the other guy walked behind him. It was not the image you would expect to see of 2 people handling a piece of electronic equipment. -The guy gave me a clipboard with the signature page and instructions. The instructions clearly laid out what Sony expected the delivery to do and I began working through the steps. -They came in, set the new TV down, and took a picture of the old TV we set aside for them to package up. They saw the old TV box we had saved and swiftly took the TV, crammed it in the box with the materials, and took it back to their truck -The guy came back to me asking me if I had signed the clipboard because they were all set. I said yes, but noticing that the new TV was still boxed up, I told him that he still had to set it up and plug it in to make sure it works. The guy took the clipboard and said "no we won't do that". I persisted, telling him again that it is supposed to be unpacked by them and plugged in and he said no, they won't do it and walked out of my house. They were in my house no more than 10 minutes. -There were MULTIPLE labels all over the new Sony TV box that were clear in instruction saying the delivery team was required to unpack the TV and place the OLD TV in the NEW box. Instead, the team used the old box and left us to unpack the TV all over again. Despite this ordeal even with the delivery...I can confirm with you that the TV WORKS. I ordered this TV on 12/31/22 and after 48 days I got a working TV. The picture has been beautiful and it works the way I expected a new TV would. Setting it up on my network was very easy and I spent the entire weekend with my family watching TV and playing games :) I said from the onset I know lemons happen and I trust that what was experienced above by me only occurs 1-2% of the time...or whatever the typical error rate is for TV's being DoA. I've had a good track record with Sony products up to this point, being a Playstation owner and this being my 3rd Sony Bravia TV over the years. Knowing this, I never blinked when ordering a big box item through Amazon online trusting that Sony would come through. When things went wrong and I got a DoA unit, Amazon allows returns but pushes us to make a good faith effort to contact the manufacturer first. I did this, and was met with a horrible front end gatekeeping support. The Sony Concierge team who worked on a solution for me made a heroic effort to restore faith and set things right. I can't speak their praises enough, however the actual delivery was another disappointing experience and not close to the "white glove" the Concierge team asked for rounding out what has been a very frustrating and unsatisfactory support experience. I acknowledge I'm happy with the TV itself, but not with the 2/3 of the service that came off as reluctant and dismissive. Truthfully, my confidence is shaken now for potential future purchases both on Amazon and with Sony. Amazon didn't do anything wrong to be clear, but I don't want to go through this again.