Sony 49XF9005 screen issues - Sony fobbing me off - Help/advice please!...

[kedougl12]

Hi,

Looking for some help/advice after Sony Support 'fobbed' me off on what is a clear issue with my TV.

I'm having a problem with my Sony 49XF9005 tv. In bright scenes i can see horizontal smear lines across the screen.  It's not noticeable in darker scenes but during bright scenes (skies, bright walled backgrounds, etc.) it is there and is very distracting. At first I thought it was a problem with my source content rather than the TV. I ended up checking all my players and replaced HDMI cables. But the problem is there even when using the built in TV screensaver. If I play a 'grey image' test video through the TV's YouTube app the problem is obvious. Here's a screenshot example from that 'grey image' video. You can see the appearance of lines horizontally across the middle of the screen.

Sony Customer support had asked for a video showing the issue. The image above is a screenshot from the video that I sent them. I assume they would apologise and arrange a callout/replacement. Instead I received the following reply:

"please be advised that the panel specialist has reviewed the video showing the lines, and he has confirmed that this is within the specifications of this TV model, and it is not a fault with the TV."

The issue might look subtle but I can assure you it is very noticeable and irritating when watching movies where it shows up. Scenes with large amounts of sky, beach, flat bright colour, etc. It is definitely not acceptable. Especially not for an expensive TV what was one of Sony's high-end LED panels when I bought it.

The TV that I have now was a replacement panel that Sony sent me 2 1/2 months ago as a repair replacement.

I bought the original Sony 49XF9005 15 months ago. It was perfect, couldn't fault it. After 10 months is developed a reset issue. Sony authorised a repair (to change the mother board). After a week the fault was back. So then Sony supplied a replacement TV (I assume reconditioned as it did not have the protective tape/covering when the repair guy arrived with it). After a few weeks I had to call Sony again as the replacement TV wouldn't play a 4K signal properly. Sony authorised a second replacement (the one I have now) just before Christmas. The second replacement TV was definitely not new as it came without a box, protective tape, or stand. I now assume it had been returned by another customer (possibly with the issue I now have). 

The original TV and the first replacement didn't have this issue. I am not happy with the way Sony have dealt with my problems. In the last 5 month period I have experience a TV failure, followed by an unsuccessful repair, followed by a faulty replacement TV, followed by a second faulty replacement TV. And now Sony are effectively telling me to 'put up' with this second faulty replacement TV that they have delivered to me with the fault already there. I've been a loyal Sony customer for over 20 years but this experience is making it harder to remain so...

And advice for me? I'd appreciate it...

Thanks,

Ken.

[jumpsuit]

Hi @kedougl12  and welcome to the Community

I would be disappointed too.

If a panel specialist has said its within the allowed TV specifications

then there may be nothing you can do, however I will escalate this for

you just to see if any help can be given.

Someone from Sony will contact you in the next few days (not including this weekend)

Are your contact details correct in your profile?

Again, this may not help but its woth a try