Problems with TV or remote control and POOR Sony support

[srg2712]

I purchased a new Sony KD-55XD8005 TV in March of this year and to date have had MANY problems with either the TV or the remote control, the problem being that VERY frequently the remote control is unresponsive, pressing a function button often does not work especially when trying to change the input, at times after pressing a button it can take up to 30 seconds for the tv to react (if it does actually react), sometimes I have to press a button many times for a response.

I have changed the batteries in the remote and also reset the tv but without any improvement.

I have emailed customer support twice in the past 6 weeks without the courtesy of a response.

May patience is running out and I am considering returning the tv to the supplier and exchanging it for a tv from a different manufacturer.

Any thoughts on my experiences or other help would be very much appreciated.

Stephan.

[TimBembridge]

Ive got a 

KD-55XD9305, not quite 2 years old(registered for a five year guarantee) I’ve alrea had an engineer out for a new power supply, mentioned this issue the engineer said it will get better! I believed him!! It’s got worse to the extent it can now take 29 minutes to “warm up” I remember my Grandma’s  valve TV didn’t take that long!! 

Reaching the end of my patience I contacted Sony last night.....no response today, that’s unacceptable in this day and age obviously Sony is not the high end quality it once used to be? 

All I want is to switch the tv on , have a short wait any the use the thing!!! (Like all other TVs I’ve got ......all Sony by the way!)

[Michelle1206]

This worked! Thanks for your help 

[salv2004]

I have a similar problem with my KD-49XF0005 purchased in 2018, I have had a replacement remote and still the TV will not turn on unless I turn the power off, take the batteries out of the remote, then press the green button the the remote 15 times while pointed at the TV!! Once I put the batteries back switch the power on the TV restarts. Not impressed Sony... Funny how this unique feature wasn't explained to me when I purchased my TV.. 

I definitely will not be purchasing another Sony TV or other product your quality is truly appalling. Come Sony get your act together.

[Win_88]

Hi @salv2004

What you're describing shouldn't happen and it's very odd tbh. I recommend the following checks:

1- Turning the TV from the physical power button on the set.

2- Checking the if the remote actually sends a signal (before and after taking the batteries and spamming power): https://www.sony.co.uk/electronics/support/articles/00025283

3- Update the software: https://www.sony.co.uk/electronics/support/lcd-tvs-xf70xx_x70xxf_x73xf-series/kd-49xf7005/downloads/...

Win_88

[salv2004]

Thank you for your reply. I know it should not happen. The power button at the rear of the TV doesn't work either! I am very disappointed with the build quality of my Sony TV, it wasn't cheap either!  This is actually a replacement TV for the one I purchased Nov 2018, that one would not connect to the internet even after two so called repairs they offered me a new TV!. 

I seriously would not recommend anyone buying a Sony TV right now their build quality and technical support leave much to be desired.  I get the impression its all about volume sales and hope we don't get too many complaints... Not what I would expect from such a global giant, guess we live in changing times, profit before quality....

[Win_88]

In this case, I'd update the software and go through one factory reset. This may not be a remote issue and you may have ended up with a faulty unit in a very unlikely and unlucky sort of way.

Win_88

[salv2004]

I have updated the software 5 times, with a factory reset and still doing the same thing..My TV must have been made on the 8th day of the week??  It should also be said doing a factory reset is not a 5 min job, it is a good 20mins each time..

Simply put Sony have shortfalls in their quality control, after sales service and choice of components  used to assemble their TV's which is not reflected in the price!

[Win_88]

Have you reported this to Sony support? What was the response?