Sony Bravia KDL-60EX720

• Average user rating: 1.5 stars out of 3 reviews
• My rating: 0 stars

• Sort by: Most helpful Highest rating Lowest rating Most recent

• 4 stars

  CNET's review says "Good" tv. What about Sony Service?

  by TonyFa on May 18, 2012

  Pros: Picture: Bougth tv "new, in-box" on Apr 2012 (this is a 2011 model). My 1st HD TV so can't compare to others but I thought it had a great picture right out of the box.

  Cons: Quality: 3 times in the first 3 weeks, there have been a row of red lights across the screen. They stay on even if the cable box channel changes. I assume it is something wrong with the tv. (Turning tv off/on takes care of it)

  Summary: A line of red lights on a brand new TV is just unacceptable. I liked the picture (and therefore the 2 stars and not 1) but calling Sony Service is ...

  Read more

  Summary: A line of red lights on a brand new TV is just unacceptable. I liked the picture (and therefore the 2 stars and not 1) but calling Sony Service is not a pleasant experience.
  
  I tried setting up an in-home service apointment with the local Sony rep. I was given the number to call at the store. I called the local rep and was told that I have to set the appoinment thru Sony. The Sony customer service process to get an authorication for an in-home appointmnet is a pain in the neck.
  
  ---I wish CNET would rate the major company's customer service!---
  
  A search showed that Sony's customer service is one of the worst. Sharp's is somewhat better (more flexible and easier to get a local, in-home appointment) even though they have the same "call Sharp first" policy. I have learned that Samsung and Mitsubishi have this policy too but I am not sure about the others. A quick call to your local, authorized service dealer maybe be a good step when deciding which tv to buy. You may find out what you will have to go thru if your TV needs service. My local service dealer was happy to share their thoughts with me about the manufacturers.

  Show less

  1 out of 1 users found this user opinion helpful.

• 4 stars

  Not a bad TV, but died after 10 months & AWFUL service

  by jboneill69 on May 17, 2013

  Pros: Wide range of Internet features, including Hulu Plus and Netflix. Attractive and sleek form factor. Clear picture with near-true color in average to dim lighting. Numerous HDMI ports, easily integrates into typical home theater system.

  Cons: Mediocre 3D picture. All hardware for 3D functionality must be purchased separately and is not inexpensive. Image quality suffers significantly in rooms with very bright natural light. Dramatic shift in volume across channels and components.

  Summary: I purchased this TV from the Sony Store in July 2012. The TV was not delivered and installed until 3 weeks later, after multiple snafus in scheduling. I paid $180 ...

  Read more

  Summary: I purchased this TV from the Sony Store in July 2012. The TV was not delivered and installed until 3 weeks later, after multiple snafus in scheduling. I paid $180 for installation, but the two technicians could not figure out how to hook up a cable receiver and surround sound processor and I finally sent them home and did it myself. I also paid $100 for a 2-year Service Contract.
  
  I was generally satisfied with image quality, although the picture is barely visible on especially sunny days, and 3D is unimpressive. I really liked the direct streaming services available from multiple content providers. Sound quality was average, although I regularly had to adjust the volume from 20 to 40+ when changing stations or components.
  
  Ten months after purchase, the TV would not power on, and the red standby light on the front of the console repeatedly blinked twice. After research, I learned that the number of blinks identifies the root cause of the failure. I correctly determined that the TV's power supply had died. The TV was plugged into a surge protector, and I confirmed that the failure was due solely to product failure (rather than a lightning strike or other outside cause).
  
  Calls to Sony Support were unbelievably frustrating. Although the rep was able to confirm via his database that I had purchased the TV from the Sony Store and that the TV was still under the original 1-year warranty (let alone the 2-year Service Contract), he said he would have to escalate whether I was entitled to repair if I could not find the original email with my order confirmation. When I located the email, he instructed me to fax it to Support and stated they could not begin the repair process until they received it. He also said that I could expect to hear from the repair contractor within 3-5 business days.
  
  For the ensuing hour, I tried to fax Sony a copy of their own order confirmation, without success. I called again and a second rep said that the office that would receive the fax was closed, so I would have to try again the next morning. Note to Sony: in 2013, not only should you keep your fax machine powered on around the clock, but email is an easy alternative for receiving information (that you should already have in your system, but anyway...)
  
  When I called for a status update, a third representative said that the part was on back order (presumably this is a common defect for this TV) and they would have to replace the entire TV with a factory-refurbished unit. I have never had a refurbished unit operate without incident, so this wasn't great news, but better than no TV at all. He then proudly announced that they would ship the TV at no charge and send me a label where I could return the defective TV. Uh, guys? It's a heavy and cumbersome 60" TV, and how about the $180 I paid for installation? This too had to be escalated, and I was sent to yet another rep.
  
  Fortunately, this rep did not appear to be of the "outsourced" variety, and she quickly confirmed that Sony would carry in the TV "where it had to go" and take away the old one. She said they would not hook up any of my components. I would have put up more of a fight on that issue, but remembered they didn't know how to connect a basic home theater system in any event.
  
  So when will it be here? In 5-7 business days, I will receive a tracking number verifying that somewhere, somehow, a refurbished TV is on its way. The Sony representative also refused to complete the order unless I gave her a credit card number. I asked her why a credit card was required, since the replacement TV, shipment and "installation" was all covered by Sony. She said, "We just need it in order to process it in the system." Well, OK then.
  
  At best, I will receive the replacement TV 2 weeks after I reported the problem. I will never buy any major electronics from Sony again, based on the incredibly short life of a $2000 TV and the dreadfully clumsy "service."

  Show less

• 1 stars

  3D on this TV is absolutely horrendous and not usable.

  by tricheg on May 11, 2012

  Pros: 2D is fine.

  Cons: 3D is absolutely unwatchable.

  Summary: The 3D on this TV is terrible and not worth a dollar.

  Summary: The 3D on this TV is terrible and not worth a dollar.

  0 out of 1 users found this user opinion helpful.

See pricing