Sony Bravia Android KD-43XF8577 Turning itself off and not being able to turn back on

[marianhorti]

Hi,

I thought to share my experience and ask if someone hase gone trough this.

I bought about a month ago a Sony Android tv KD-43XF8577. Decided to continue with Sony as my other tv, a 2015 version of Android tv still goes strong despite getting slower in time.

Well...first 2 weeks i was absolutely happy. We are using the tv only for about 2 hours in the evening and everything seemed fine. After 2 weeks, the tv turned itself off (not because standby) and could not restart it from the remote control. I have unplugged the tv for about a minute and plugged back in and still it would not start. After unplugging again and waiting for about half an hour i was able to turn it on. It worked fine for another week and a half and then the same happened while i was trying to switch channels, this time the image freeze followed by a mild cracling noise followed by turning itself off and not being able to restart it unless leaving unplugged for an extendet period of time (varies from 5-10-20 minutes).

I have performed a factory reset and not installed any apps. The only connection to the tv is the sattelite cable into the tunner connector (NO hdmi, usb or other cables).

It worked fine for a couple of hours in the evening but next morning while watching YouTube, the image freeze and somehow getting pixelated (like when you have a bad digital signal) and turned again off.

Really frustated by this. I have spoke with Sony support and after following their over the phone troubleshooting they have agreed to arrange for the tv to be checked as it turned off while i was doing the troubleshooting with a high pitched noise this time. Initially they asked me to take it to a repair centre (30 miles away). I thought this is a really bad joke as the tv being in warranty it's not up to me to sort it. One of their engineers called to arrange a home visit but not sooner than 8 days as they are fully booked. It seems to me that tve tv will have to be taken away for a more extended inspection as the shutting off is somehow random so probably will have 2 weeks without tv. I have asked Sony if they can speed up things and they said is out of their hands as is up to the availability of the subcontracted engineer.

After getting annoyed a bit i said ok as i cannot do anymore but then asked if my warranty is going to be extended for the period of time that i cannot use the tv. Maybe unsurprisinly at this poit Sony said NO, they do not do this. I do not think is fair and my expectations where shatered by the appalling customer service. You'll think if you go for a bigger brand, pay a bit more but at least there is less hassle if something goes wrong. Apparently not with Sony, at least in my case...

Anyway... if someone has any idea why the tv turns itself off maybe can comment on this.

In summary:

TV model KD-43XF8577

Software PKG6.5830 latest Oreo version

Only sattelite cable connected to tv

Done factory reset

No other apps installed except preinstalled

Tv still turns itself off, non-responding at remote control, no LED light or blinking and just have to unplug for extended period of time before being able to turn on again.

Juts before turning itself off, one of the following happens: immage freezing, crackling noise, high pitched noise, image geting pixelated similar with bad digital signal.

It happens in various situations, just watching tv, or trying to switch channels, or watching youtube, or going trough the menu.

This was a long description but hopefully as comprehensive as possible.

Thanks

[LightFoot]

---

@marianhorti wrote:

Hi,

I thought to share my experience and ask if someone hase gone trough this.

I bought about a month ago a Sony Android tv KD-43XF8577. Decided to continue with Sony as my other tv, a 2015 version of Android tv still goes strong despite getting slower in time.

Well...first 2 weeks i was absolutely happy. We are using the tv only for about 2 hours in the evening and everything seemed fine. After 2 weeks, the tv turned itself off (not because standby) and could not restart it from the remote control. I have unplugged the tv for about a minute and plugged back in and still it would not start. After unplugging again and waiting for about half an hour i was able to turn it on. It worked fine for another week and a half and then the same happened while i was trying to switch channels, this time the image freeze followed by a mild cracling noise followed by turning itself off and not being able to restart it unless leaving unplugged for an extendet period of time (varies from 5-10-20 minutes).

I have performed a factory reset and not installed any apps. The only connection to the tv is the sattelite cable into the tunner connector (NO hdmi, usb or other cables).

It worked fine for a couple of hours in the evening but next morning while watching YouTube, the image freeze and somehow getting pixelated (like when you have a bad digital signal) and turned again off.

Really frustated by this. I have spoke with Sony support and after following their over the phone troubleshooting they have agreed to arrange for the tv to be checked as it turned off while i was doing the troubleshooting with a high pitched noise this time. Initially they asked me to take it to a repair centre (30 miles away). I thought this is a really bad joke as the tv being in warranty it's not up to me to sort it. One of their engineers called to arrange a home visit but not sooner than 8 days as they are fully booked. It seems to me that tve tv will have to be taken away for a more extended inspection as the shutting off is somehow random so probably will have 2 weeks without tv. I have asked Sony if they can speed up things and they said is out of their hands as is up to the availability of the subcontracted engineer.

After getting annoyed a bit i said ok as i cannot do anymore but then asked if my warranty is going to be extended for the period of time that i cannot use the tv. Maybe unsurprisinly at this poit Sony said NO, they do not do this. I do not think is fair and my expectations where shatered by the appalling customer service. You'll think if you go for a bigger brand, pay a bit more but at least there is less hassle if something goes wrong. Apparently not with Sony, at least in my case...

Anyway... if someone has any idea why the tv turns itself off maybe can comment on this.

In summary:

TV model KD-43XF8577

Software PKG6.5830 latest Oreo version

Only sattelite cable connected to tv

Done factory reset

No other apps installed except preinstalled

Tv still turns itself off, non-responding at remote control, no LED light or blinking and just have to unplug for extended period of time before being able to turn on again.

Juts before turning itself off, one of the following happens: immage freezing, crackling noise, high pitched noise, image geting pixelated similar with bad digital signal.

It happens in various situations, just watching tv, or trying to switch channels, or watching youtube, or going trough the menu.

This was a long description but hopefully as comprehensive as possible.

Thanks

---

Hi @marianhorti   I would have taken it back immediately to the Retailer for a full refund. You clearly have a dud. I don't know why you are talking direct to Sony unless you bought it from a Sony Centre.

[marianhorti]

It was a refurb (still 1 year warranty and still about  £450) from Sony Centres Direct.  Called them first but they said to call Sony.    New or refurb, once is in the warranty should be treated the same

[marianhorti]

Update on this.

When i used to read in the past about people complaining about Sony customer service i was thinking it cannot be that bad.  Well... i have been proved wrong. So far it is appaling. 

The service repair centre were coming in my area only a couple of times a week and could not give an estimated time of arrival but just a day befor booking. I was not keen to lose a day of work just to wait for an engineer to come and pick up the tv so decided to take it myself to the repair centre 20 miles away. I have left it there 2 weeks ago and still has not been fixed. Chased the repair centre and they said it is the main board and have ordered one. Should have got to them last week but has not arrived yet. Have asked where from is coming and they say Sony. Called Sony to see what is happening and been told that they are waiting for proof of purchase. i have asked when they asked for it and they said they have not. A sort of Catch 22 here... Anyway, the repair centre had a copy of proof of purchase which i gave them when i gave them the TV but forwarded one to Sony also. Sony says they cannot control the speed of repair as this is dependant of the repair centre (understandable somehow), the repair centre say they cannot fix until Sony send the part. Welcome to Cockoo Land.

So for now, the Tv was more broken than working since i bought it, nobody knows nothing, Sony are not replying to my request to extend the warranty with the lenght of the time for which i cannot use the TV....

I guess next step is to make a formal complain but not sure to whom...