How to fix my WH-CH500 wireless headphones and get rid of purple light?

[PurpleLight]

Hi there.

I got me WH-CH500 wireless headphones a couple months ago and it was working great until about a month ago. Its started showing me a purple light from the led indicator. I tried hard resetting it but nothing changed. I also tried letting it fully charge to reset automatically but that hasn't worked either so I'm gonna need help on trying to fix this.

Model: Sony WH-CH500

Symptoms: unit has a purple LED light. Nothing happened to cause this, no impact to device, no adverse environments etc. Simply one day I charged the unit and the LED turned purple and the device became unresponsive. 

Troubleshooting:  Tried resetting also, no success. I let the battery drain and charged it again, however, same result.

What should I do now?

[Peter_S.]

Hi,

Did you follow this reset procedure?

https://helpguide.sony.net/mdr/whch500/v1/en/contents/TP0001613432.html

If so I would recommend to send the headphones to a repair centre.

Cheers

Peter

[PurpleLight]

Thank you for your response So my headphones battery died. I turned it on again and there was a little bit of battery left and I was able to connect briefly to a device via Bluetooth. Then the battery completely dies and the headphones go off. When I charge the headphones up again, the purple light comes back on and will not go off (trying holding down the button, resetting etc. does nothing).

Regarding your advise: 'If so I would recommend to send the headphones to a repair centre.' - Can you expand on this please? What repair centre? Are the earphones not still under warranty? Is this a common issue with this model of device? See the following thread with 30+ people with the same issue with this model of headphones.

Thanks

[willie5QB]

I've had almost the same issue, it was also all about battery. After some adjustments - nothing happened. So I've simply started looking for new headphones, and after some analysis of headsets I've seen in the article at this link I've got a new model of Bowers & Wilkins PX active noise cancelling wireless headphones. They have pretty long battery life.

[PurpleLight]

Hi Peter, any update on this?

[PurpleLight]

My customer feedback based on this experience with Sony & Sony Support:

Having reviewed threads and threads of people with the same issue (both on this 'community' and on the US Sony 'community') and also raising a support 'chat' it has become apparent:

1. Sony Support agents are not aware of what the 'Purple LED' indicates or how to resolve it 
2. Despite counting 50+ community members with the same issue, Sony are not taking any responsibility for the fault in the product/product design (alithough accepting that there is a fault, not taking responsibility)

This is hugely disappointing from a customer perspective. I really believed that Sony were a reputable company with quality products. From this experience I am led to believe that 1) the products are not quality & 2) the support offered to customers is little to none (once it falls outside of their standard 'knowledg base' articles).

My advice going forward: certainly when it comes to headphones, look for alternatives other than Sony. If you have purchased a Sony product, look for your receipt and keep it safe.

[Peter_S.]

Hi PurpleLight,

Sorry for my late reply.

If your headphones are still within warranty you should be able to send them to a repair centre which should repair your device within warranty. The Service Centre in the US would be:

Cheers

Peter

[PurpleLight]

Thank you,

However, I am based in Ireland (I do not know why it is appearing as US). Do you have a contact for an Irish location please?

Thanks

[Peter_S.]

Hi PurpleLight,

There seems to be more than one option for Ireland - please chose the one that suits you best:

https://locator.sony/en_IE/servicecenters/?zoom=6&latitude=53.27835&longitude=-7.99805&categories=au...

Cheers

Peter

[PurpleLight]

To note, I contacted the 'Sony Repair centre', they advised: