topic KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes. in Android TV

KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Mon, 13 Nov 2017 12:39:25 GMT

Case logged with Sony on Monday 13th November 2017

12:30pm

Sony case id = 16309278

Location = Leeds UK

***** The purpose of this Sony board message is to document how Sony handle my new case logged with regards my 65" Sony Bravia developing the "no power" fault ****

Hi all,

my Sony Bravia KD-65XD9305 died at some point during last week. I work away, so the last time I saw it powered on was on Sunday 5th November. I came home on Thur and tried to power on the Tv on Saturday (to plugin my new XBOX One X). And I was greeted with what looks like a common fault in this 2016 model Sony Bravia (55" and 65").

I first of all thought it was a remote control battery issue, and then eventually found the numerous tales of woe on this Sony community site..

I hoped it was more a "loose connection" issue, so got to the back of the TV, checked all connections were secure (which they were), and then tried another plug socket (no change). Tried removing power for 10 minutes etc all to no avail.

To say I'm unhappy with this TV would be an understatement.. this is the 2nd issue in less than a year (date of purchase Nov 25th). The date of manufactur on the serial number sticker states 2016/10.

I've just logged a support ticket with Sony, and I'm told I will be called in the next 4 hours.

I will keep this message updated and documented with how everything happens.

My first point of contact with Sony was a politely answered call by a guy who basically just logged the ticket and advised me to expect a call back in 4 hours.. the call was made at 11:45am on Monday the 13th November..

So I should expect a call back before 3:45pm.

I'll let you know if this happens.

My real hope is that I get this model of TV replaced. It clearly is not fit for purpose and to say I regret spending the £2300 on it would be a large understatement.

I wouldnt recommend Sony TV's to anyone right now.. which is a shame.

Paul.

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Mon, 13 Nov 2017 14:02:58 GMT

over 2 hours in to my 4 hour window for a call back.. and nothing to report yet.

1:45 minutes left before I start calling Sony again.

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Mon, 13 Nov 2017 14:24:36 GMT

**** Update ****

Text message arrived at 14:20

Dear Paul ***** , This is confirmation that the repair to your Sony Model KD-65XD9305 ( LCD TV Screen Size 46" to 69") has been booked with an Authorised Service Centre under service Id - *removed* .They will be in contact with you shortly , if you need to contact them directly their details are:- Name : JTM Contracts UK Ltd TV Centre ; Ph. number : 0843 1780266 Email : . DO NOT REPLY TO THIS NUMBER

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Mon, 13 Nov 2017 15:08:41 GMT

40 minutes until the "we will call you back in 4 hours" has expired..

Somehow I think this particular SLA will be breached.

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Mon, 13 Nov 2017 16:14:30 GMT

Update 16:10 - 13/11/2017

Called the Sony support number to find out what was happening with my case id. Advised that no one had called me in the 4 hours as promised. The Sony member of staff put me on hold to call the contracted repairers (who don't sound exactly like a great company) Do a Google search for JTM Contracts Newcastle.

I was then advised that I "should" get a call in the next hour.. or tomorrow morning (no idea when in the morning).

I wont hold my breath.. I'll keep you updated.

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Mon, 13 Nov 2017 16:54:36 GMT

Update 4:48pm - 13/11/2017

Received 2 emails from Sony (obviously to my email address)

For a case number and order number which are NOT MINE.. Including the other persons (female) name and address from Sony VAIO suppprt...

So I have been sent someone elses information, for a support call that is not mine, for a totally different Sony item

you cannot make this stuff up!!

incompetence!!!

Link Network LTD

SONY VAIO

Calder House

599 Calder Road

Edinburgh

EH11 4GA

UNITED KINGDOM

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Mon, 13 Nov 2017 16:55:28 GMT

Update 4:48pm - 13/11/2017

Received 2 emails from Sony (obviously to my email address)

For a case number and order number which are NOT MINE.. Including the other persons (female) name and address from Sony VAIO suppprt...

So I have been sent someone elses information, for a support call that is not mine, for a totally different Sony item

you cannot make this stuff up!!

incompetence!!!

Link Network LTD, SONY VAIO, Calder House

599 Calder Road, Edinburgh,EH11 4GA

UNITED KINGDOM

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Mon, 13 Nov 2017 17:04:08 GMT

Now I've got to call the regional request centre.. to advise them that they have sent me someone elses order details..

what a total mess!!

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Mon, 13 Nov 2017 17:05:32 GMT

Does anyone from Sony monitor these things???

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Mon, 13 Nov 2017 17:13:34 GMT

Just rang Sony, to try and do this person who's emails and personal information I recieved a favour..

to be bluntly told that Sony finish work at 5pm and to call back tomorrow.

Customer Service off th escale so far.

Five and a half hours later. Still no call back from Sony. Still no idea what is happening. 2 emails for the wrong customer. and basically told to call back tomorrow because I cannot even be bothered to take a message.

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Tue, 14 Nov 2017 07:57:15 GMT

Lets see what today brings..

The 4th day of having a 65" expensive useless rectangle which is less than a year old sat in my living room (dead).

Lets see if the phone call I was promised yesterday or at "some point" this morning actually happens.

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

jumpsuit — Tue, 14 Nov 2017 09:47:43 GMT

Please let us know if you are contacted!

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Thu, 16 Nov 2017 07:39:24 GMT

Update Thursday 16th November.

I had to call the repair company, who were in actual fact supposed to call me but never did..

I was told that they needed to order parts from Sony which can take a week. So I am still waiting to hear something back after what is nearly a week without the TV. No big deal I hear you say.. and not that I really watch it much myself.. but my wife and child did (especially now its colder darker days).

How long is it going to take before this tv will get fixed Sony?? another week? twio? three? what compensation do you provide for this inconvienience?.

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

pashear1892 — Fri, 17 Nov 2017 09:35:31 GMT

Update Friday 17th November.

Bravia still broken. No idea on when parts will arrive, no update.. just sat not knowing.

Called "Sony Support" ... Support??? really un-support more like

Was told to call the repairers myself for an update.. I asked polietly isnt that something you should do? considering I'm calling Sony about a faulty not fir for purpose Sony product..

I've requested a call from a manager to moan aboutthis poor customer service experience.

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

stevenaughton83 — Mon, 05 Feb 2018 13:51:21 GMT

Hi there - did you ever get a fix in the end?

My 55inch xd93 has died after just 18 months!

Re: KD-65XD9305 Power issue - New Thread to document how the Sony Support Process goes.

roliwage — Sat, 11 Jan 2020 01:32:43 GMT

Just doing a quick google search shows that just about every SONY TV has this power issue, yet SONY is doing nothing to fix it. Mine happened 2 months out of warranty and they said I was out of luck, and also denied that anyone else was having these problems.

SONY has lost my business for life which is a shame because I used to be a loyal customer.