Got a response after taking to twitter.
the email was ended as if it was a threat.
Dear Mr. Neal,
This response is being sent on behalf of Sony Management.
Unfortunately we disagree with your assessment that the updating of of firmware package has conclusively caused your television to encounter a fault.
Furthermore, your product is currently beyond the standard manufacturer's warranty which was sold with the television. This expired in 09.2017.
Nevertheless, we can acknowledge that your product seems not to have lasted as long as we anticipate our products to perform to a satisfactory standard.
It is our understanding from your previous email that your retailer have agreed to cover the cost of repair for this product. You may of course proceed with this outcome if you wish.
Alternatively, in recognition of your frustration as a customer of Sony, we would be willing to negotiate a time-valued buy-back on your faulty product. This would not amount to a full refund of the product, however we would be willing to calculate a depreciation value if it is something which you are interested in. Any offer would be contingent upon collection of the faulty product by our service partners.
If you feel that this response is inadequate, you may use the following link to get in touch with your local Trading Standards Bureau:
This is our final response regarding the matter, and further discourse will not be addressed. We will leave our offer open for the next thirty days should you wish to take us.
With kind regards,
Stefan
SONY CRO TEAM
