topic Sony KD-55A1 in Android TV

Sony KD-55A1

Headhurts — Thu, 29 Jul 2021 08:02:33 GMT

Hello, I am looking for advice regarding my A1 OLED TV.

The TV has developed a fault whereby parts of the picture has a green tinge, following advice from forums I displayed a red screen and you can see a sizeable dark shading in the picture.

The TV is 4 years old but has a 5 year warranty.

I contacted Hughes TV who sent out an engineer who could see the issue so Hughes are attending on Monday to take the set back for investigation.

The engineer suggested meanwhile I contact Sony support to see if the can advise of any rectification.

I spoke with Sony support yesterday and they said they would deal with this issue.

Someone is ringing back today.

My question is who would be best dealing with this Sony or Hughes who sold me the set.

Thanks in advance for any help or advice.

Re: Sony KD-55A1

Headhurts — Thu, 29 Jul 2021 08:07:34 GMT

To help I thought a photo of the issue may be useful.

Re: Sony KD-55A1

royabrown2 — Thu, 29 Jul 2021 09:51:21 GMT

@Headhurts

Who is the warranty with, Hughes or Sony?

But Hughes, as the retailer who sold you the set, have the prime responsibility here, and as they are taking that responsibility, let them.

I’m sure if they need advice from Sony, or Sony can fix it but Hughes can’t, Hughes will work with Sony on this; and if the set can’t be fixed, then Hughes are in a much better position than Sony to help you with a replacement.

Re: Sony KD-55A1

Headhurts — Thu, 29 Jul 2021 10:01:53 GMT

Thanks for the reply and as Hughes are picking the set up on Monday and leaving me with a suitable loan set I do tend to agree with you.

On the receipt it does just say 5 year warranty.

To add context Hughes in the past have been fantastic the first A1 on delivery had a flicker so was replaced and the second one after about a week developed several lines down the screen so again it was replaced with an excellent attitude from the retailer.

I have had dealings with Sony support in the past but it was a bit hit and miss with promised call backs not made, in fact they were supposed to be phoning me back between 0900-1100 but nothing received yet.

I was sort of hoping that in the interim their service would have improved.

Sony make such beautiful sets and we love the look of our A1.

Again many thanks for taking the time to reply.

Re: Sony KD-55A1

royabrown2 — Thu, 29 Jul 2021 11:29:11 GMT

@Headhurts

I hear nothing but good reports of Hughes.

Less so of Sony 😛

Re: Sony KD-55A1

Headhurts — Thu, 29 Jul 2021 11:42:15 GMT

Aaaah!

Its so frustrating, no phone call as promised from Sony support even after asking me for a 2 hour time frame.

How is it a company as large as Sony cannot get this right?

No such problems in my experience from the likes of Amazon or Apple who have never let me down with phone calls.

To cap it off the agent asked me to give feedback following our talk and I did give him top marks, it’s a shame I cannot go back and change it, by the way he was apparently in Egypt.

Thanks for the replies I will now leave this with Hughes to deal with.

Re: Sony KD-55A1

Headhurts — Thu, 29 Jul 2021 15:28:15 GMT

I have had an email describing the issue as image retention which is normal for OLED technology.

I was asked to carry out a panel calibration x 3 which I did and a panel refresh which I had already done last night.

If anything following these instructions the issue looks worse (photo below)

Image retention seems strange particularly as there are lines going side to side, I very rarely watch any news where ticker lines could cause this.

The green tinge is still showing particularly on faces when the are in certain parts of the screen.

Do forum members think this could be the issue and are Sony right in trying to blame this as the problem? I thought image retention was temporary.

I will still allow Hughes to uplift this on Monday, luckily for me the initial engineer who came out on Monday could plainly see the green tinge proble.

Any feedback would be very much appreciated.

Re: Sony KD-55A1

Headhurts — Thu, 29 Jul 2021 22:06:29 GMT

This illustrates the green tinge, you can see the face in the middle is awful compared with the ones either side.

It’s been a while since I watched this movie which has an awesome soundtrack.

Re: Sony KD-55A1

Headhurts — Thu, 29 Jul 2021 22:38:50 GMT

Can someone advise why the photos are uploading upside down?
I have been reading the forum instructions but cannot find an answer but I do concede I’m not the best at understanding these things.

Re: Sony KD-55A1

royabrown2 — Fri, 30 Jul 2021 08:36:35 GMT

@Headhurts

The green tinge is because the red LEDs aren’t pulling their weight, as per your first screenshot. It would be useful to see a screenshot of your TV displaying a white screen, where I would expect that the dark patch on the red screen shot would show up as a green patch.

I don’t know about upside down, but my original photo of my GX, the correct way up when originally posted, showed as sideways when looking at the message once posted.

Then when I tried to correct this, Edit would not let me add the corrected photo, hence me having to put it in a separate posting.

How did you get the picture you took? I did mine on an iPad, upright in portrait mode; if I took it in landscape mode, it might have been right, or it might have been upside down, depending on how exactly I gel the iPad.

It doesn’t seem that the metadata for the photo, when copied into a message, includes a correct ‘Top’. But I can, curiously, fix this by taking the iPad Edit option on the photo, and rotating it through 90 degrees four times. It seems that this does add the ‘Top’ metadata as part of acknowledging the rotation.

Searching on Google for ‘why is my picture upside down?’ will get you more than you ever wanted to know about this stuff 😛

Re: Sony KD-55A1

Headhurts — Fri, 30 Jul 2021 09:22:49 GMT

I did my photo in landscape on iPad.

Out of interest and as you seem to be a regular supporter would you expect Sony to put this right on a TV just over three and a half years old?

I’m still letting Hughes uplift the set Monday as they may have more options than me.

Having paid around £2200 for this TV I’m pretty underwhelmed by Sony service to be honest.

Re: Sony KD-55A1

royabrown2 — Fri, 30 Jul 2021 15:21:26 GMT

@Headhurts

In landscape on iPad, if you had held the iPad the other way up, it would have come out OK. The trouble is, that’s not the natural way to hold it in landscape.

On the iPad, pull up the photo, choose Edit, choose the straighten icon, choose the 90 degree rotation that appears top left on the screen, step it round four times, and then Save it Again. That fixed it for me.

There are two answers to your next question; would Sony do it, and should Sony do it?

But Sony seem to be saying it is burn-in, and so a thing that happens with OLED sets 😢

And it sort-of looks like burn-in, and it sort-of doesn’t, and especially it is a strange place to get burn-in, which is usually top left from a DOG, or a band along the bottom from a ticker.

Does the pattern look at all like the shadow of something you had on the TV screen a very great deal? If not, I would doubt burn-in even more.

Put your faith in Hughes, see what Monday brings.

Re: Sony KD-55A1

LightFoot — Fri, 30 Jul 2021 17:02:19 GMT

Hi @Headhurts I have nothing but praise for Hughes TV. Back in 2017 my one year Sony TV developed a fault which Hughes refunded in full so I bought my current Sony TV from them which I still have today. Bonus it came with a free UBP-X800 blu-ray player. They left a "loaner" TV while it was being assessed. You will not get that sort of service from Sony! They just leave you with no TV.

Re: Sony KD-55A1

Headhurts — Fri, 30 Jul 2021 16:44:48 GMT

Many thanks again for your help royabrown2 we would never ever leave an image on screen for any period, we rarely watch news items for any time.

I also belong to AV Forum and advice there is that due to the green tinging this points to pixel degradation of the red colour and not image retention.

Again thanks to you and I’m happy that Hughes will deal after all a TV that fails doing the one thing it’s made to do after just three and a half years is not fit for purpose so sale of goods should apply (hopefully)

Re: Sony KD-55A1

Headhurts — Fri, 30 Jul 2021 16:55:31 GMT

Yes Hughes have been great to me so I’m happy to leave it with them to sort out but your post gives me confidence.

Re: Sony KD-55A1

Headhurts — Wed, 04 Aug 2021 05:53:31 GMT

An update for those interested, an engineer from Hughes came out to check the TV, he confirmed the green tinge in the picture and arranged for a two man team to collect on Monday as I no longer have the box he confirmed this was not a problem as the team would bubble wrap the TV and leave me with a suitable loaner.
Monday they came out again checked there was a green tinge which they confirmed took my set down and installed a 43’’ LED set.
Now my gripe, my A1 is in mint condition I installed it and wore gloves so as not to mark this set, the guys who attended just took it out to the van unwrapped.
I’m hoping should this set be returned it is in similar condition.

I will update this post in case it is useful to anyone in the future.

Re: Sony KD-55A1

Headhurts — Thu, 05 Aug 2021 12:54:12 GMT

Hughes TV collected my set on Monday, I have today received a call from an engineer who says the issue is image retention/screen burn.

As the main area of failure is in the centre of the screen Sony have offered a brand new XR-55A90J in exchange.

This is a great result and excellent service from Hughes TV.

Thanks to everyone who offered advice it was very much appreciated.

Re: Sony KD-55A1

HannahEd01 — Fri, 06 Aug 2021 15:19:33 GMT

Hey Headhurts, so Sony handled the case after all? Or Sony through Hughes? I'm asking as I have a fault with mine and I'm hesitant to contact Sony after reading this thread

Re: Sony KD-55A1

Headhurts — Sat, 07 Aug 2021 06:48:26 GMT

Yes I spoke with Sony support who initially seemed supportive then failed to return phone calls during the promised time frame then sent me an email saying the issue was a characteristic of OLED.

Hughes removed my set then liaised with Sony, as the damage or degradation of the picture was centralised they agreed to replace the set.

It seems if in the U.K. your consumer rights are worth more than Sony guarantee hence my returning the set for Hughes to deal.

Re: Sony KD-55A1

HannahEd01 — Tue, 10 Aug 2021 20:02:50 GMT

Sorry to hear this.. I agree that the laws in the UK are very customer centered. Wish you all of luck.