CGA.. Tricky Question

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#1476459 21-Jan-2016 23:19

LennonNZ:

I found my proof finally..

The TV was advertised/Speced (in New Zealand) to be upgradable (words "can be upgraded") to HDMI 2.0 to play 4K/60p content via the internet. (This was before I got it and one of the reasons I got the TV -the ability to watch 4K/60 Content on the TV. )

The only devices which will play 4K/60P content via HDMI 2.0 need HDCP 2.2.

Glad you found proof, as they can't really dispute advertising of a feature that isn't correct, and that is dated prior to the purchase date. Don't you love that feeling when you have the eureka moment.

gzt

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#1476460 21-Jan-2016 23:20

As per my previous post. See what their proposed resolution is.

Bung

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#1476508 22-Jan-2016 07:58

So if it was upgradeable have you ever done any firmware updates?

Looking at Sony replies around the net for various models there's a variety of answers like B version done at factory, A version needs update, early A need hardware or depending on year all HDMI ports capable or only specific ports.

LennonNZ

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#1476522 22-Jan-2016 08:38

Bung: So if it was upgradeable have you ever done any firmware updates?

Looking at Sony replies around the net for various models there's a variety of answers like B version done at factory, A version needs update, early A need hardware or depending on year all HDMI ports capable or only specific ports.

(Yes its the A Version of the TV I am talking about). As described as their flagship model at the time when I went in to buy it..

Yes I am at the latest software version. Version A of the Sony TV can be hardware upgraded but the USA version only. The NZ/AU version is different (different HDMI boards) and Sony have not released anything (for the AU/NZ Market) hardware wise. I would be happy if this hardware upgrade (which can be easily be done on the USA version) could be done in the NZ/AU Market and would fix all the problems.

This was one of the reasons I double checked after I got the hardware (as I read for the USA version) that a hardware upgrade had to be done as well (as well as the software upgrade) but Sony (after I contacted them and said that HDCP 2.2 was already Working/Enabled on my specific model)

I guess the question is "What use is a 4K TV when you cannot watch 4K content on it" ??

The B (and newly C) versions of the TV don't have the problem from what I have read and A has a better picture (from what I have read as wel)

LennonNZ

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#1476524 22-Jan-2016 08:38

I will try and contact them again

Bung

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#1476546 22-Jan-2016 09:07

Where is Sony tech support based? I had an LG problem that their Aus based techs didn't recognise because it only applied to NZ. Maybe Aus deliberately or by chance got later production.

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LennonNZ

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#1479299 26-Jan-2016 19:22

I have an initial answer from Sony..

"... Thank you for your enquiry, unfortunately only 2014 and 2015 models are upgradable to HDCP 2.2, your TV belongs to 2013 model..... "

As their Advertising (http://www.sony.co.nz/product/kd-65x9004a) (seen before I bought it) said..

"The Sony X9004A 4K Ultra HD TV can be upgraded to the latest HDMI 2.0 standard to accommodate 4K/60p content playback via internet software update from the end of 2013."

As everyone who has implemented HDMI 2.0 _needs_ HDCP 2.2 (including Sony). I see their initial advertising as wrong.

Also after I got the Device I was assured HDCP 2.2 was available.

gzt

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#1479304 26-Jan-2016 19:30

How long after you got it?

toejam316

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#1479310 26-Jan-2016 19:54

Seek a solution through the retailer who sold it to you - if they try and redirect you to the manufacturer, advise them that they're obligated to resolve the issue under the CGA. Can't hurt to try, they ARE technically supposed to sort it.

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#1479311 26-Jan-2016 20:00

The problem is that if the retailer never told him it was upgradable, then they have done nothing wrong.

That's why you have to ask so many dumb questions of sales people even tho you have totally researched just the thing you want incase it turns out to be crap.

Richard rich.ms

LennonNZ

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#1479318 26-Jan-2016 20:09

gzt: How long after you got it?

I can't find the Invoice right now but It looks like I got the TV in Sep 2013. The message about being able to be upgradeable to 4K/60P was on the website before I got it.

The Sony chat was Jun 2014.

Firmware which enables HDMI 2.0 (but not HDCP 2.2) was released in Dec 2013. The TV doesn't have HDCP 2.2 but all HDMI 2.0 media devices out mandate HDCP 2.2.

In the USA the Similar Model could have a small hardware upgrade to enable HDCP 2.2 but this is not available in the NZ/AU Model.

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gzt

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#1479326 26-Jan-2016 20:21

The web page is clear documentation for your advertising claim. Looks like you have all the documentation to proceed + finding your invoice. The chat is useful to have.

LennonNZ

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#1479330 26-Jan-2016 20:25

richms:

The problem is that if the retailer never told him it was upgradable, then they have done nothing wrong.

That's why you have to ask so many dumb questions of sales people even tho you have totally researched just the thing you want incase it turns out to be crap.

As I was mislead due to the Specs Given (something which was impossible for me to test). I asked after the Fact regarding the Specs and I was given wrong Information and then I spent money due to the previous Advertised Specs/Information Given.

I am not complaining about the Retailer. They have done nothing wrong.

9(1) Subject to section 41, where goods are supplied by description to a consumer, there is a guarantee that the goods correspond with the description.

(The Specs being what was on their website)

(4)Where the goods fail to comply with the guarantee in this section,—

(b)Part 3 may give the consumer a right of redress against the manufacturer.

Yes going straight towards the Manufacturer is a little harder than the Retailer but its possible (as far as I know). Just interested if anyone else has gone after the Manufacturer for changing the specs after a purchase. (removed Youtube from your TV for example and you use Youtube all the time on your TV in the past)

mdf

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#1479336 26-Jan-2016 20:35

As other's have mentioned, the first step should always be to (nicely) contact the supplier and ask them to help sort it out.

If they won't help, you undoubtedly have a claim under both the Consumer Guarantees Act and the Fair Trading Act.

Section 9 of the CGA provides a guarantee that goods must comply with their description - and it certainly sounds as though the description at the time of sale doesn't match the goods in practice.

Section 8 of the CGA provides a guarantee that goods must be reasonably fit for (a) the purpose for which the consumer tells the supplier they intend to use them for or (b) the purpose for which the goods are advertised.

The advantage of section 8 over section 9 is that a 4K TV that can't practically play 4K content is clearly a breach (that is my potted summary of the technical implications - please correct if wrong). Section 9 you might need to show evidence that the TV was advertised in such a such a manner (though it sounds your over this hurdle too).

The Fair Trading Act also prohibits false and misleading representations in the course of trade (similar to CGA section 9). The (possible) advantage of this FTA is that the Commerce Commission is responsible for investigating breaches, rather than you having to (perhaps) go to small claims yourself.

LennonNZ

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#1479339 26-Jan-2016 20:41

gzt: The web page is clear documentation for your advertising claim. Looks like you have all the documentation to proceed + finding your invoice. The chat is useful to have.

Also the reason I am asking Sony all the "stupid questions" is to have more evidence on my side. If they say sorry we know nothing you can buy to play 4K/60K and no hardware upgrades are possible then they I have an easier time "winning" . Also there may be a device which will work ( I doubt it) and there may be a hardware upgrade available for the NZ/AU Model (I doubt it) but if I don't ask then I will never know. I am giving them a chance to fix the issue.

What is winning? Getting something I presumed I was getting. Get a TV which has the Specs I presumed they where giving me (as it was written in B&W on their website).

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