Two words closed the claim. Nothing was ever produced behind them.
Two words end a warranty claim. Once external damage is written down, the set is out of cover, the bill is yours, and the file closes. This page sets out what those two words rested on in our case, because that is the part nobody ever gets to see.
- 01
The words arrive by email, not in a report
Sony's decision reached us on 14 July 2026 as an email saying the panel was damaged due to an external cause, with three parts to replace and a bill for $290 (₹29,130). It was a verdict and an estimate in one message. There was no document behind it.
- 02
Nobody had examined the panel
A technician came to our home on 3 July, looked at the set and photographed the screen on a phone. The photographs went to a team elsewhere on WhatsApp. That team, whom we have never met and cannot name, decided the cause was external. No instrument touched the panel.
- 03
We asked how, the same day, and kept asking
We asked for the written technical report, the name of the test performed and a photograph of the damage. We asked on 14 July, again in the final notice of 27 July, and again on 3 August, which Sony's own legal notice records as us disputing the charge on the pretext that no technical findings had been shared. Nine weeks later not one of those three things has been produced.
- 04
The file was closed for a reason that was not true
On 29 July the service request was closed on the grounds that the customer had not confirmed. We had not gone silent. We had disputed the finding in writing twice, and both emails are in Sony's inbox.
- 05
The qualification came from a lawyer, not from us asking
We asked the attending person on camera on 1 August what engineering qualification he held, and got no answer. The answer came a month later, on 1 September, in Sony's legal notice, which states he is a diploma holder in electronics and PC maintenance. Sony answered that question to a lawyer before it answered it to us, and the notice is published on this site in full.
Six requests. Six blanks.
A phone camera, and a team we never met.
Test performed: None named
Instrument used: A phone camera
Photos sent by: WhatsApp
Decision made by: A team we never met, from photos
Qualification, when asked: No answer
Written report given: None
None of the above proves anything about anyone else's claim, and this site does not say how often it happens. That figure sits in Sony India's own service system, and asking Sony to publish it is the whole point of this site.