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Sony Bravia XBR75X850E TV Screen cracked on its own!

Mar 30, 2018 8:48AM PDT

Greetings all,

I have a 7 month old Sony Bravia 75" purchased from Best Buy and all was well until the other day I noticed lines across the screen and what looked like a cracked outter screen. Problem is, no one touched it. No one was near it. It just started cracking on its own.


I'll provid pics, links and eventually video. I'm getting ready to approach Sony about this though I'm told they refuse to recognize/support this issue.

I'm raising the question here to see if anyone as experienced this recently, or if they have advice on how to proceed.

(Will add some pics and vid to this thread later so you can see the problem)

Any advice, chime in please. Thanks!

Discussion is locked

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Most likely going to be a small claims court case.
Mar 30, 2018 9:23AM PDT

Gather your facts and head to court. Posting is fine but I've yet to see it help.

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Same issue, any resolution?
Jun 7, 2018 10:49AM PDT

I have the exact same model, only 6 months old when one day we noticed vertical and horizontal lines but no damage to the external screen. Was told it was physical damage, which is inpossible because it’s mounted in a room we rarely even use in the basement. I also read it could be from internal malfunction but they tell me it is physical impact and will not cover repairs or replacement. Did you have any success?

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Bravia issues
Jun 8, 2018 3:22PM PDT

Tiffany you can reach me at thenukes at yahoo dot com if you'd like.

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Similar problem
Aug 20, 2018 8:12AM PDT

I have same issue with my TV, no external damage and screen is broken from inside. TV is in guest room and rarely being used. I find it very surprising to see it broken from inside and no stress signs on outer screen.

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75 inch Sony Bravia
Dec 31, 2018 11:58AM PST

Did anyone get answers?? My tv is cracked as well on the inside smh.

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Sony Bravia Tv screen black after crack sound
Jun 27, 2018 6:40AM PDT

I have a Sony bravia 65 inch screen. Wall mounted. I heard a crack and the screen went black but there is sound. I have been investigated for three weeks by Sony and passed between departments. The outcome that I have physically damaged the TV because the engineer that came out says so. I have sent them photographs . The crack is behind the screen there is no dents to the frame. I asked the question about the unit getting too hot but got no reply. They are now refusing to replace it although it is only 8 months old. I have asked for an engineer report. Still waiting. Initially I was told by Sony they would replace the TV as they did not repair screens. When DBS the Sony service centre came out with the replacement tv he refused to take it back to the centre because they would be charged for the TV as it showed a crack and they were not prepared to take the risk. I have cited breach of contract under the consumers rights act as it is unfit for purpose and a breach of contract.

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Oct 31, 2020 5:32PM PDT

hello. i was just going to say as far as running hot. this model here
that luckily i found abandoned outside of my apartment building
so the cost was NIL.. but i swear to god the amount of HEAT this thing
throws, i am betting i could heat a small room with it, given the windows
are sealed and the door is closed. i am going to put it back where
i got it, the garbage, and i am positive my landlord will be happy
because i can guarantee this thing must also be sucking a whole
lot of power, which is included in my rent.
anyways, better days. in this case it was worth the two days it
took to figure it out. later . stay safe. dave

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sony bravia 4k 75 inch
Jul 4, 2018 8:38AM PDT

I had the same issue as previously stated. Came home from work turned the tv on for a few hours ,then noticed what looked like a glitch on the screen. Turned the tv off and back on and realized it had to be a crack on the screen. But you couldn’t actually see any crack on the outside screen at all. Contacted Best Buy (where I bought it from literally 7 months ago) they said I’d have to contact Sony because I didn’t buy the geek squad warranty. Anyways, got in contact with Sony, they said they would replace the tv once pictures were sent in. I emailed pictures and the next day someone called and said it didn’t fall under warranty. That the crack had to be a internal crack cause by some kind of pressure. But nobody was even close to it. The screen cracked on its own. I’m extremely disappointed in how Sony is supposed to be a awesome brand.. clearly it isn’t. You shouldn’t have to replace a $2000.00 tv 7 months after buying it.

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Re: crack
Jul 4, 2018 8:55AM PDT

If you search for "crack" on our Samsung forum (click on the search icon in the top right of this page, type crack, enter, then select the Samsung forum, then sort on date) you'll be amazed to see how many people complain about the same issue on Samsung TV's. More Samsung TV's are sold than Sony TV's, so they get more complaints.

It will be difficult to find a brand without cracks happening or without complaints about their service if it happens.

Post was last edited on July 4, 2018 8:56 AM PDT

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Kees_B - It's not acceptable.
Jul 4, 2018 4:50PM PDT


I think the difference here is that so many of these cracks happened with no contact, no harm to the units... sitting mounted on the wall. I did research after my issues and it showed a couple from other brands, but largely a Sony issue.

I've owned Samsungs, Panasonics... many flat screens over the years. Dragged them from house to house. Transported them. Dropped them. Never had one crack. Only the Sony... sitting on the wall untouched, 7 months after purchase.

It would be total insanity for anyone to accept such a thing, and people are absolutely right to be livid and taking full action to be refunded.

And as you all can see.... it's not going to be easy. It'll take maximum effort and pressure to be properly compensated.

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I'm beginning to think wall mounting is a bad idea.
Jul 4, 2018 5:21PM PDT

It's a different strain and as you write, unacceptable.

Good luck in your endeavors.

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Sony Bravia
Aug 20, 2018 8:15AM PDT

I have similar issue with my year old Sony Bravia smart TV, screen is broken from inside and no damage signs on outer screen. Any help to resolve this issue will be appreciated

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same with xbr65850e
Sep 6, 2018 7:55AM PDT

Have same issue with xbr65850e .... tv is either poor quality or simply overly delicate ...and extremely disappointed that Sony won't do anything about it.

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Same issue, any resolution?
Oct 1, 2018 3:52PM PDT

I just bought a Sony XBR-75850f 2 months ago and the screen cracked. I have no idea how this happened, but appears this is very common. I called a local repair and they are unable to find a replacement panel for me and sounds like I am SOL! $2400 and the TV has lines going up and down on the left side and the bottom. So disappointed!
Anyone have any suggestions?

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Nov 13, 2018 8:35PM PST

I had exactly the same issue. Screen cracked after 2 months of usage. This is insane.

I was wondering if someone in the forum has contact legal consultant. If so, I would like to be a part of it.

Let me know!

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Me too
Dec 31, 2018 12:03PM PST

If anyone files a claim, please include well smh.

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Mine is a Visio but same issue.
Dec 13, 2019 2:04PM PST

This is crazy and quite obviously an industry wide design flaw and WAY too huge for them to ignore. This also screams previous knowledge of the flaw and ignoring it just hoping it would go away. Not sure what country you other guys are from but in the US this is a Federal Trade Commission issue and with this much widespread manufacturing and sales of a known defective product they will most likely rip them a new one and they do it all the time. Good luck to all of us!

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Same here and out of warranty
Dec 15, 2018 1:33PM PST

I'm still paying on the stupid TV - and mine is a year and a half old so I'm probably screwed.

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Dec 23, 2018 5:00PM PST

I have a XBR75X850E. I got married and moved from Idaho to Utah when we got to Utah the tv was fine. Then we had to move the tv so we could paint and finish our room, so we put it between two mattresses standing up virticle. When we brought it out again we noticed a line running down the screen. The tv had a crack in the screen. The geek squad guys from best buy came out and called it physical damage. I bought everything from them, tv calibration, warranty, etc... Well since its physical damage then this is not covered under warranty. I think this is the last time I get a warranty from bestbuy/ geek squad. It may be the last sony tv I buy. I have owned this tv since September 17. It stopped working 8 to 9 months after buying it. Sooo I paid $3000 + for a broken tv.....

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Same cracks happened on my Sony 75X850E
Sep 5, 2019 12:42AM PDT

This problem happened to me I discovered sudden cracked on the 75” screen after one year from purchasing the tv! Thank please let us all rise this issue and get our rights because we paid lots of money for such big screen tv.

Please count me in for any claims or complaint.

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Crack screen
Sep 5, 2019 6:35AM PDT

Same happens to me

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Jan 1, 2019 3:40PM PST

My TV did the same can anyone upload their pics just so I can see, if my issues are similar in detail because Sony is feeding me BS

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Sony Is the worst brand
Mar 9, 2019 7:47AM PST

I had same issue. I bought TV 3 months ago. I was watching TV one day when i started seeing vertical lines in TV. I had warranty from Sony and when get in contact with them, they refuse to exchange or repair and simply said it is physical damage. I think i made the biggest mistake by purchasing sony. Worst decision and ****** TV for sure.

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Sony X930E Series 65” Smart TV. Model March 2018. Damaged
Mar 19, 2019 10:25PM PDT

Purchase date was March of 2018. Best Buy the Magnolia department in Salem, NH

December 21, 2018. The tv randomly appeared to have two random lines on the tv and on the left hand corner looked to be internally damaged. Next day I called the so called "protection plan" which was sold to me as that and I was also told it would "cover everything" for $250 dollars for 5 years. The representative on the phone set a scheduled date for a technician to come out to take a look at the tv on December 26, 2018. The day comes the technician come into the house to take a look at the television and says "physical damage the warranty does not cover that". First of all I was under the impression from the representative that I was buying a protection plan not a warranty. If so I would've never bought the protection plan in the first place. I was mislead to believe "it would cover everything" said by the representative. It was more upsetting when I was told there was so called physical damage, but no one in the house has touch the t.v since day one of getting it. I then called to escalate matters and was given the run around to the point I think I spoke to every representative in that call center which was located in Indianapolis. Finally I got a call from the store manager 02/10/2019. I explain to the manager about how I was mislead by the representative at the time of purchase and also the television randomly damaging on it's own being less then a year old. Manager kept insisting warranty does not cover internal damages which I kept saying I understand that, but that not what was sold to me as. Also I did not physically damage my television. The screen randomly appeared like that. Overall the only option he gave to me after trying to give me none was refunding me back my warranty and offering me 10% percent off an open box tv. So I'm out a tv ( tv losing pixal day by day and it's getting worse) and i'm out a protection plan? Sounds like a Lose Lose on my part. I agreed to refunded my "warranty", because I was tired of getting the run around and getting my time wasted, but I do plan on contacting consumer protection for this matter. 2k purchase and I will shortly need to purchase another tv. Big corporation should be liable for misleading reps and faulty products.

Sony Please do something about this I'm a big fan of your products games system all the way to phones, and Tv's

Any advice, suggestion, please feel free to email me for this matter.

Thank you
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Do you have that in writing?
Mar 20, 2019 12:34AM PDT

If so, send that to the warranty center. If they deny it, then you head to small claims court.

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Small claim courts? really?
Mar 20, 2019 1:18AM PDT

it was just what the rep said. The Warranty is all I signed up for on electronic signature. No records on what the rep stated. Gray area unfortunately.

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That's not grey at all.
Mar 20, 2019 2:21AM PDT

I'm just someone that has lawyers for clients. So the lesson is, if it's not in ... You know this story well.

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Should I take this to small claims court?
Mar 20, 2019 10:37AM PDT

Aside from this, emails, Records of me calling so many times to resolve this issue. I don't for actual proof of what he said. So I don't have much. Should I still consider taking it to a lawyer or not worth the time? I'm looking to purchase another tv cause it getting worse.

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What is in writing?
Mar 20, 2019 11:05AM PDT

Step back and look at it dispassionately. Did they fail to perform according to the written word? If not, you won't win this one. And it may cost you more if they win and you pay their costs. Be sure of where your claim is and always get your warranty in writing.

Warranties are boring to read but when it matters, we read them.