2015 Bravia Android TV Issues

[NickCo1979]

I thought I'd create a generic thread to cover off the issues being encountered on the 2015 Bravia Android TVs. I've listed my issues below with fixes / workarounds and responses from support. All comments and solutions welcome!

1) Hot Swap HDMI doesn't work - manifested by no input on HDMI channels 2, 3 and 4 on the KD-49X8305C. Workaround - reset the TV, either by holding down the remote power button for 5 seconds or by switching the TV off at the wall and then back on again. Further details on this thread: https://community.sony.co.uk/t5/televisions/kd-49x8305c-hdmi-2-3-4-inputs-not-working/td-p/1944435

2) HDD Recording doesn't work - error message states a system update is required but none is available when checking. Hopefully this will be fixed soon by a firmware update.

3) Netflix App doesn't work - this seems like the app has been deliberately disabled. So far a support case has only recommended that a factory reset be performed (took two days to get to that cracking piece of advice.....), with no improvement as a result. A temporary (albeit for advanced users only) workaround is provided by MikeLothian on this thread - https://community.sony.co.uk/t5/televisions/netflix-support-for-kd55x8509c-android-tv/td-p/1945360 

4) Sound lag and performance issues after the TV (KD-49X8305C) has been on standby for a while - manifested for me as stuttering and sound / picture sync issues in all apps (youtube, amazon instant video etc) and HDMI sources (PS4, seperate YouView box etc). Hopefully this will be fixed in a firmware update, at the moment workarounds involve either changing channels to get the sync to work or in my case having to turn the TV off and then on again at the socket.

As stated previously, all comments welcome. Personally I'm willing to give Sony a couple of weeks to fix this, but if it's not done soon I'll be sending my new TV back for a refund as it's not really fit for purpose.

[sonybox]

@frogger38

The blurry interface is a problem in the apps too, just compare Netflix app interface in Fire TV to Sony built-in Netflix app.

I don't think it happens when you enter video mode (i.e. watch a movie) but it's a problem in Android TV interface and apps in Sony TV.

[mikeyd0407]

Hi All,

I thought I'd just update you with the results from my recent communications with Sony Head Quarters Europe.

As some of you may be aware on Monday I had a solicitor draw up a letter to give notice to Sony stating that they had 14 days to respond to my request for a full refund as they were in breach of contract with regards to the sales of goods act - namely lack of promised features  (missed delivery dates), quality of supplied goods (e.g. black screen with sound, wifi disconnection, EPG...etc) and a change in specification/restrictions to promised upgrades (HDD recording, Youview, tuners not working independently). I dispatched the letter that day using recorded delivery and also made an angry comment on this forum. Anyway, later that same day a representative from Sony range me up out of the blue and said that she had read my comment on the forum with regards to me taking legal action. I told her the story of my poor experience with their product and their customer service and that yes I had sent a solicitors letters in order to give them notice of taking them to a small claims court in order to push for a refund and compensation. Her response was that she would personally investigate my case and would get back to me in 24hours. For the first time in my experience a Sony representative was true to her word and she did contact me back..... her response email read:

"Further to our conversation yesterday evening I can confirm that based on your circumstance we will refund the value of GBP 1,299.02 as a gesture of goodwill. The payment will reach your bank account approximately 14 days from when the TV has been returned. I will arrange for the TV to be collected and once our service partner has established contact,you can arrange for the unit to be picked up from an address of your convenience.

Once again I would like to apologise for the inconvenient this matter has caused and confirm that this closes out the matter.."

I am glad to finally draw a line under this whole affair. I would say though that this has left a very bad taste in my mouth and I am really shocked at firstly the quality of the delivered features in this product (on paper the specification of the product looks great - shame they  couldn't deliver), and secondly the terrible customer service.... Since June It has taken constant telephone calls, emails, two engineer visits (where I've had to have days off work) and the threat of legal action to get into a position where I can rid myself of this monstrosity. I also ended up having  to purchase a sound Sony plinth to get over the poor engineering where the sound bar supplied with the TV blocked the IR receiver...............

and what compensation did I get from Sony - Absolutely Nothing.

Well I know what products I will be buying from Sony in future - Absolutely Nothing.  

I wish you all well in your ongoing battle to get a favourable resolution.

Best Regards

Michael 

[Caledonian_TV]

As you suggest Michael; the lack of compensation for your inconvenience really erodes their credibility further.

As I've posted myself, even attempting to use the set with the extra features turned off is an unsatisfactory experience. And from what I've read here over the past few days, they seem to hold their 'loyal customer base' in complete and utter contempt...

Clearly the "it's a Sony" label is no longer a warranty of at least basic competence let alone good quality!

[cozzykim]

@mikeyd0407

Thanks for taking the trouble to repost those communications.

Screen shotted and copied & pasted for future reference if required, i.e. if I have to return to JL outside the 90 day returns period. I'll be doing this if there's no improvement after the 24th of this month.

[royabrown]

Hi mikeyd0407

Glad you got what you wanted, but unless you bought the set directly from Sony themselves, your solicitor really should have told you that your SOGA redress is against the retailer who sold it to you, and possibly your credit card provider if you bought it using that, and not against the manufacturer.

But of course, Sony would have been rather ill-advised to have done anything but what they did.....

[cozzykim]

@royabrown

I would hope that all these accepted returns set a precedent in the retailer's mind if pressed, that enough evidence can be provided to a small claims court.

I'd expect that any sensible retailer would rather not risk it actually being tested, when they know that they've accepted a large number of them back already for the reasons discussed here.

[royabrown]

@cozzykim

Precedent doesn't work like that, unfortunately, but John Lewis, Curry's and any other retailer who handles a volume of these sets should indeed be well aware of the situation, and will take back sets from anyone who knows what they are doing, and seems determined to take this as far as is needed.

There isn't really such a thing as the small claims court, just a simplified claims procedure in the County Court; but while that means the same thing to the claimant, it means a full-blown CCJ to any retailer who goes there, argues, and loses. So not something any of them will do lightly.

having said that, it is good to base a return on a trigger event, like YouView breaking satellite, or like HDD recording being delayed further (which hasn't happened for the UK quite yet), though the 'enough is enough' accumulation of annoyances and frustrations should be sufficient for in-between periods.

Also, no-one should worry about 30-day and 90-day limits; that is for those who just change their minds about perfectly good stuff, and you actually have six years in which to seek redress, though six months, one year, and two years are more practical milestones.

As is Sony giving the 2015 sets up as a bad job when the 2016 sets come out, the possibility of which I know worries some people; that still would not be too late to send back a 2015 set - and indeed might be just such a trigger point as I mention above - though we do hope it won't happen like that.

in fact, paradoxically perhaps, I'm saying don't send a set back because of some arbitrary time limit; stick with it until you really can't bear it any more, or Sony come good, whichever is the sooner 🙂

[frankie1g]

Good will they are legally liable  Sent from my Samsung device

[frogger38]

@webvamsi666 Not sure who this question was aimed at but my model is KDL 43W805C. Now added to my footer...

[Softtoptel]

Mines a 49 version I think. I had an issue with remote locking up I reset the the TVs ..but nothing else as yet 😄 Sent from my Terry's iPad 4g