14TV045R0
Models
KDL-55HX950, HX955
Subject: Horizontal or Vertical lines (MG)
SYMPTOM
The LCD panel (PN: A1878878B) used in the applicable models may be affected by a quality issue after more than
2 years of use. Due to the higher than usual defect rate on this component, Sony will offer a set exchange, on a
free-of-charge basis, to any customer affected by this issue.
SOLUTION
Exchange these units carried out in accordance with the AEP guideline. The complete TV set must be reported
through the Module Exchange Reporting tool in ASSIST. Standard RMA process applies for 3C accounts.
Operational procedures
The necessary processes must be put in place to assure that all repairs related to the LCD Panel part number
A1878878B be performed free of charge to the end-user.
This free repair service does not, however, apply to other defects which are not caused by the LCD panel in
question.
Organisation of the repair process is up to each sales company, but care must be taken that the complete process
– including logistics – is free-of-charge to the customer.
Warranty Reporting and Reimbursement process
Reimbursement will be made for O/W repairs with a REPAIR_DATE from 1st October 2014. The end date of the
maintenance guideline will be September 30th 2017.
For O/W set exchange done by non-3C account
Below instruction for warranty reporting has to be properly followed:
o Model = Actual (faulty) model with defective panel
o Complete part number A1878878B on a parts line, with QTY=0 (to avoid parts payment) ; if not possible,
qty=1 can be included as WISE validation will ensure that the part price is not calculated
o Complete the RMAid of returned panel/set in the 'component reference' field
o Use a dedicated local warranty code that identifies in a unique way ‘SET EXCHANGE under a
MAINTENANCE CAMPAIGN”. This local code should be mapped to central warranty code ‘YX’.
o Maintenance claims made for set exchanges during the standard guarantee period will not be accepted.
For O/W set exchange done by 3C account
Service events to which this maintenance guideline has been applied should be reported as follows:
Service type Condition code Symptom
code
Part
number
Section
code
Defect
code
Repair
code
Warranty
status
AEP B2B depot or IN-Home 1 386
14TV045
LCD N Z6 IW
AEP55INCH
The standard RMA process should be followed
