Sony KD-55A1

[Headhurts]

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.

[Headhurts]

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.

[royabrown2 · Accepted solution]

@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.

[LightFoot]

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.

[Headhurts]

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)

[Headhurts]

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.

[Headhurts]

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.

[Headhurts]

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.

[HannahEd01]

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

[Headhurts]

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.

[HannahEd01]

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