Hi @Lalami1990 

Unfortunately I do not work for Sony or any other affiliated company, so I am unable to do anything about customer services response.  However I do have some contacts within Sony, who have provided me the following in regards to refurbished or new TV and how its decided.

Hope this helps

Cheers

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In general for TV  replacements, it depends on 3 factors: size, area and warranty. I mean it depends on this if we replace or repair a TV. (There's also the type of defect that may be of impact - LCD/mainboard or smaller repair).

In case of replacement, it again depends on stock. For each TV there is a certain stock foreseen for service replacements. We do of course refurbish those that we replaced. This whole idea is really about ease of handling,

For bigger TV's it takes time to replace majyor parts and it is also too costly to stock such parts up-front.

Now, in this person's case, seen he's saying his TV had an issue discovered after 7 months, I'd presume it safe to say he'll get a refurbished one. However, we're talking completely reviewed products. In my personal opinion, these would at least be as good as a brand new one.

Also, we can organise the replacement, but we'll never know upfront at that point which TV will be issued. I happens that for some models we no longer have a replacement, and then we'll propose an alternative model.