topic Re: KD-55XD9305 BREAKS DOWN FREQUENTLY in Android TV

KD-55XD9305 BREAKS DOWN FREQUENTLY

pauthomp64 — Sun, 03 Sep 2017 10:18:22 GMT

I purchased the 55inch Sony KD-55XD9305 with a 6 year warranty in November 2016 from Richer Sounds in the UK and Since then it has broke down

3 times with same fault ie no power to tv completely dead. 1st time 24/4/2017 took 22 days to fix due to DPS board on back order. Fix took by engineer took 30 minutes when part arrived. 2nd time 14/7/2017 again same fault no power and new DPS board took over a week to source again fixed by engineer in 30 minutes. 3rd time same fault no power 25/7/2017 this is 5 weeks since last fault. DPS board replaced again and also another fault on the AC adaptor has occurred. The engineer has ordered a new AC adaptor from Sony and i an still waiting as i write this on 3/9/2017. I have requested a new TV from Sony to replace the current one and i am still waiting a response from the Sony escalation team promised on 5/9/2017. Has anyone else experienced this level of breakdown on this model and how was it resolved. Sony must know about this fault on this model and need to do something special for me. Paul Thompson UK

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

jumpsuit — Sun, 03 Sep 2017 10:43:24 GMT

Hi @pauthomp64 and welcome to the Community

Sorry to hear you've had such trouble with your TV.

Can I firstly ask how this issue was escalated?

Cheers

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

pauthomp64 — Sun, 03 Sep 2017 12:05:57 GMT

Hi, the first time I first contacted the retailer Richer Sounds UK. They said because tv was over 90 days old they could only refer me to Sony which they did. I spoke to Sony direct (albeit a Sony call centre based in Egypt) re my dissatisfaction with the whole issue and they said they would raise it with the Sony escalation team for possible compensation due to time to do repair (22 days). They would not replace the TV but offered 1 month additional warranty which i said was unacceptabel. They came back offered me £25.00 and i rejected that, then £50.00 which i rejected then as a last final offer they offered £75.00 which i accepted as it was obvious Sony were not interested in replacing the TV. The second and third breakdowns i contacted Sony direct and again escalated through the Sony team. I am still waiting a response from the team and they have promised to phone me on 5/9/2017. I have many Sony products but this TV is unreliable, obviously has a design fault and is not fit for purpose. I would have expected that Sony a worldwide high profile company would have changed the TV without hesitation, perhaps i should have purchased through John Lewis UK who i guess would support a replacement, hope this helps.

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

jumpsuit — Mon, 04 Sep 2017 18:54:09 GMT

Hi again

Thanks for all the info.

The main reason I asked was that as it hasn't been done through this forum yet,

I can now escalate it here for you

It may take several days for them to contact you, plus today is Sunday.

Are your contact details correct in your profile?

Also I do have to say that Sony usually use refurbished units as

replacements depending on factors including how long after purchase the fault was detected etc.

Depending on the size of the job, they may just offer another repair.

However I do agree that the problems you have had really aren't good enough.

Keep us posted.

Thanks

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

pauthomp64 — Mon, 04 Sep 2017 19:24:59 GMT

Yes profile details are correct thanks

Sent from my HTC

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

pauthomp64 — Tue, 05 Sep 2017 07:52:14 GMT

I am still waiting for the AC adaptor part to arrive at the repair contractors. Sony promised to phone me today following the escalation of this not fit for purpose TV. 1) lets see if they do phone and 2) what solution Sony propose, I will report in due course.

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

pauthomp64 — Tue, 05 Sep 2017 07:53:36 GMT

Hi Jumpsuit, my profile details are correct thanks

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

jumpsuit — Tue, 05 Sep 2017 08:00:24 GMT

Hi again

Great stuff.

Support have confirmed to me that they will contact you

as promised today (5th September).

Good luck

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

pauthomp64 — Tue, 05 Sep 2017 16:48:36 GMT

Hi Jumpy,

Re Sony call back promised for today 5/9/2017 as predicted they had not called me back by 17:30 hours UK time so i phoned them yet again, this is unacceptable. They said that my case is still with the escalation team and customer relations will definitley call me Wednesday 6th September 2017 but they could not give me a time so we will wait and see if this happens tommorow and what they propose. Also the repair people called this afternoon to say that the replacement AC adaptor is scheduled to arrive at their faciliy from Sony on Thursday 7th September and they will come and fit on Friday 8th September. Regards Paul

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

pauthomp64 — Tue, 05 Sep 2017 20:58:05 GMT

Hi Jumpy, 05/09/2017 would you believe Sony just called me at 20:45 UK time to confirm that they SONY customer relations will call me between 09:00 and 18:00 tommorow on 6th September 2017 to discuss proposals , why so late in the evening? lets hope Sony as an international once respected company stop messing me about and keep to their word and resolve this issue once and for ever regards Paul

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

MiteBe — Fri, 15 Sep 2017 07:26:26 GMT

Hi, I've got a KD-49X8305C and this failed with a similar problem after about 18 months. Cost was £300 to fix which Sony (eventually) agreed to pay one third of (less shipping), which was just about acceptable. I couldn't believe it had failed so quickly. I have lots and lots of Sony equipment and nothing has yet failed apart from this TV.

I think it proves that old addage that they just don't make things like they used to. But then again the relative price is now a lot cheaper, so I suppose we can't have it both ways.

But still, it's so dissapointing to have a fault so quickly on something with SONY written on it. Build quality is one of the reasons lots of people buy SONY.

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

pauthomp64 — Sat, 16 Sep 2017 16:23:09 GMT

My TV is less than a year old cost £1600.00 GDP and would you believe today 16th September 2017 a further fault has occurred. The TV still works but a new fault has developed ie 2 lines running from right to left approx 2 millimetres apart 140mm from the top of the screen across the picture. Its Saturday so no Sony Support, I have emailed Sony with the new fault details and a photo of the screen requesting that they contact me urgently at start of business Monday 18th September, lets see how they respond this time.

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

pauthomp64 — Wed, 11 Oct 2017 12:25:34 GMT

Finally at last Sony have replaced the KD55XD9305 (2016 model) with a replacement KD55XE9305 (2017 model) and i have the new TV up and running. After 6 months of complaining about the XD9305 being not fit for purpose and breaking down again Sony agreed to replace it but it wasnt a straightforward process. THe last breakdown they kept asking me to try different things ie factory reset which i did and still the screen was faultly. Then i contacted Sony again with all the fault history and without hesitatation agreed to replace with XD9305, I insisted that i wanted the 2017 model and they agreed. It took two weeks from the agreement for the new TV to arrive (on the 27th September 2017) and they collected the old TV the same day. Sony did follow up by telephone after i received the new TV to see if everything was OK. Up to the date ( 11th October 2017) the new TV XE9305 appears to be working fine. What was annoying though was that the wall mount bracket supplied with the old XD9305 TV could not be used with new XE9305 TV for wall mounting, I had to go out and buy a new VESA compatible wall mount bracket and re drill the wall.

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

Daneshmend52 — Sun, 12 Nov 2017 16:40:21 GMT

Interested to hear your ordeal. I have the exact same model with exactly the same fault which has now occurred for the third time. I bought it in December 2016 from Currys. The first time the fault occurred withinb 6 months of purchase. Repaired twice, each time it had to go away for repairs, and each time TV out of action for about 4 weeks. After the second repair the TV only worked for about 3 weeks. Now completely dead. My previous Sony TV worked without fault for 13 years! I gather from Currys that manufacturers vary enormously regarding how many times each TV is repaired before they offer a replacement or money back. Some manufacturers (but not Sony) tend to repair up to 4 times before replacing or reimbursing the cost. Like you, I would now be looking to have it replaced by the 2017 model, or failing that a switch to Samsung QLED.

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

pauthomp64 — Sun, 12 Nov 2017 18:54:06 GMT

Hi,

Your experience mirrors mine you need to contact SONY direct on 02073652810 they will ask for proof of purchase and a picture or the serial number from the back of the tv. Dont go through Currys they are not good with service. Exactly same problem i had eventualy after 3 breakdowns SONY ( call centre in Egypt) said they we will replace with 2017 tv KD55XE9305 (the xe says its 2017 model) which they did only problem was my tv was wall mounted so had to change all fittings they told me they would supply anyway new tv came no new fittings and the service team took the old one i arranged for new mounting brackets at my expense because fed up with hastle and all good so far. Happy wife so happy life good luck let me know how you go on please

Re: KD-55XD9305 BREAKS DOWN FREQUENTLY

pajo100 — Tue, 30 Oct 2018 18:21:55 GMT

Sounds like Sonys 5* after sales service is second to none albeit after a short battle!!