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

Hi all,

Looking for some help/advice after Sony Support have 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 the brightness is not consistent on the screen. I can see horizontal block smear lines across the screen - it looks like there are smears across the screen. It's only noticeable in bright flat scenes - skies, bright walled background, etc. At first I thought it was my source content. I checked with multiple sources & movies. Then I replaced my HDMI cables. The problem stayed. So I completely ruled out the source content by just playing the TVs own screen saver. The issue is present there. If I play a 'grey image' test video through the YouTube app the problem is very obvious.

I sent details of the issue and a video of the problem off to Sony expecting a call/visit from a support tech. Instead I got a reply fobbing me off. Here is an extract for their 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."

Here's a screenshot from the video I sent to Sony Support:
IMG_1878.jpg

It might look subtle, but it's very noticeable and irritating when the right scene in a movie shows it up. Scenes with large amounts of sky, beach, flat bright colour, etc. When the issue is visible it is very distracting and annoying.

The XF9005 TV has 8 horizontal backlight rows. On my TV it looks like the smear lines are showing up in between those horizontal backlight rows. I tried all kinds of TV settings and defaulted the TV a couple of times.

I bought the TV about 15 months ago. Everything was fine with it until 10 months in, when it started powering down every few hours. Eventually it would only stay on for a few minutes. I reported the fault and an engineer came and replaced the mother board. Within a couple of days the problem returned. Sony then replaced the TV with the same model (a reconditioned on I believe as the protective tape had been removed). This second TV lasted a couple of weeks before I had to report an issue on that - this time the screen kept flickering when viewing a 4K source). Sony replaced that TV with the one that I have now. This was definitely a reconditioned one as it came with no box or feet or any protective tape/covering. I didn't care, I just wanted a working TV. I noticed the problem with the horizontal lines within first couple of weeks but it took me a couple of months to investigate properly to the point where I realised it was actually fault on the TV rather than my source content.


I suspect the 2 replacement TVs that Sony gave me were previous returns from other customers, given that they both showed faults within a few weeks after getting them. The original TV and the first replacement TV didn't have this issue. The image brightness was perfectly consistent on those.
So now Sony are telling me to 'put up' with this latest one. But as far as I am concerned they've given me a faulty replacement and and I fail to see how they can genuinely believe this is within spec for what was they high-end LED offering. I've been loyal to the Sony TV brand for the last 20 years so I'm feeling pretty bummed at how Sony are treating me on this issue.

Any advice for me? I'd really appreciate it...

Thanks,

Ken
 

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LCDseeker

Well-known Member
Hi all,

Looking for some help/advice after Sony Support have 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 the brightness is not consistent on the screen. I can see horizontal block smear lines across the screen - it looks like there are smears across the screen. It's only noticeable in bright flat scenes - skies, bright walled background, etc. At first I thought it was my source content. I checked with multiple sources & movies. Then I replaced my HDMI cables. The problem stayed. So I completely ruled out the source content by just playing the TVs own screen saver. The issue is present there. If I play a 'grey image' test video through the YouTube app the problem is very obvious.

I sent details of the issue and a video of the problem off to Sony expecting a call/visit from a support tech. Instead I got a reply fobbing me off. Here is an extract for their 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."

Here's a screenshot from the video I sent to Sony Support:
View attachment 1257629
It might look subtle, but it's very noticeable and irritating when the right scene in a movie shows it up. Scenes with large amounts of sky, beach, flat bright colour, etc. When the issue is visible it is very distracting and annoying.

The XF9005 TV has 8 horizontal backlight rows. On my TV it looks like the smear lines are showing up in between those horizontal backlight rows. I tried all kinds of TV settings and defaulted the TV a couple of times.

I bought the TV about 15 months ago. Everything was fine with it until 10 months in, when it started powering down every few hours. Eventually it would only stay on for a few minutes. I reported the fault and an engineer came and replaced the mother board. Within a couple of days the problem returned. Sony then replaced the TV with the same model (a reconditioned on I believe as the protective tape had been removed). This second TV lasted a couple of weeks before I had to report an issue on that - this time the screen kept flickering when viewing a 4K source). Sony replaced that TV with the one that I have now. This was definitely a reconditioned one as it came with no box or feet or any protective tape/covering. I didn't care, I just wanted a working TV. I noticed the problem with the horizontal lines within first couple of weeks but it took me a couple of months to investigate properly to the point where I realised it was actually fault on the TV rather than my source content.


I suspect the 2 replacement TVs that Sony gave me were previous returns from other customers, given that they both showed faults within a few weeks after getting them. The original TV and the first replacement TV didn't have this issue. The image brightness was perfectly consistent on those.
So now Sony are telling me to 'put up' with this latest one. But as far as I am concerned they've given me a faulty replacement and and I fail to see how they can genuinely believe this is within spec for what was they high-end LED offering. I've been loyal to the Sony TV brand for the last 20 years so I'm feeling pretty bummed at how Sony are treating me on this issue.

Any advice for me? I'd really appreciate it...

Thanks,

Ken
Firstly who did you buy the original set from and how did you buy it?...credit card, loan etc? Secondly you need to try to escalate this within Sony. Although your set isn't faulty in the sense is gives images I would argue they have given you an inferior panel which does have defects. If Sony still won't budge hopefully you can go back to the original retailer and try with them. If all else fails ask for your money back so you can buy a new set.
 
Thanks. Bought from reputable retailer who advised me to go through Sony as it was outside 1 year since original purchase.
I’m definitely not letting this go as I believe the TV is faulty. Just interested in getting people’s view on the fault I have. Anyone else seeing something similar? Have I a legitimate gripe here? Would anyone consider the issue as ‘within spec’ as Sony have said?
I doubt reviews on this TV would have been as glowing if the reviewers had seen this issue and got that response from Sony...
 

LCDseeker

Well-known Member
Thanks. Bought from reputable retailer who advised me to go through Sony as it was outside 1 year since original purchase.
I’m definitely not letting this go as I believe the TV is faulty. Just interested in getting people’s view on the fault I have. Anyone else seeing something similar? Have I a legitimate gripe here? Would anyone consider the issue as ‘within spec’ as Sony have said?
I doubt reviews on this TV would have been as glowing if the reviewers had seen this issue and got that response from Sony...
I wouldn't say that is within spec.

I have one very faint band about one third down from the top of the screen, but it's only visible now and then and when shots are panning up or down and tends to be on poor quality source. Someone advised me it was DSE but I'm not so sure. It's not enough for me to contact Sony UNLESS it gets worse. Yours however does look like some sort of issue, and considering it's because Sony have sent you one of their "like new" sets or however they word it, I would definitely say it's not "like new". I'll message you the best email to try and escalate things. I've always found Sony to be reasonable IF you get the right person, above their initial call takers who just keep telling you to do a factory reset and send pictures.
 

jwebb333

Active Member
Hi all,

Looking for some help/advice after Sony Support have 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 the brightness is not consistent on the screen. I can see horizontal block smear lines across the screen - it looks like there are smears across the screen. It's only noticeable in bright flat scenes - skies, bright walled background, etc. At first I thought it was my source content. I checked with multiple sources & movies. Then I replaced my HDMI cables. The problem stayed. So I completely ruled out the source content by just playing the TVs own screen saver. The issue is present there. If I play a 'grey image' test video through the YouTube app the problem is very obvious.

I sent details of the issue and a video of the problem off to Sony expecting a call/visit from a support tech. Instead I got a reply fobbing me off. Here is an extract for their 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."

Here's a screenshot from the video I sent to Sony Support:
View attachment 1257629
It might look subtle, but it's very noticeable and irritating when the right scene in a movie shows it up. Scenes with large amounts of sky, beach, flat bright colour, etc. When the issue is visible it is very distracting and annoying.

The XF9005 TV has 8 horizontal backlight rows. On my TV it looks like the smear lines are showing up in between those horizontal backlight rows. I tried all kinds of TV settings and defaulted the TV a couple of times.

I bought the TV about 15 months ago. Everything was fine with it until 10 months in, when it started powering down every few hours. Eventually it would only stay on for a few minutes. I reported the fault and an engineer came and replaced the mother board. Within a couple of days the problem returned. Sony then replaced the TV with the same model (a reconditioned on I believe as the protective tape had been removed). This second TV lasted a couple of weeks before I had to report an issue on that - this time the screen kept flickering when viewing a 4K source). Sony replaced that TV with the one that I have now. This was definitely a reconditioned one as it came with no box or feet or any protective tape/covering. I didn't care, I just wanted a working TV. I noticed the problem with the horizontal lines within first couple of weeks but it took me a couple of months to investigate properly to the point where I realised it was actually fault on the TV rather than my source content.


I suspect the 2 replacement TVs that Sony gave me were previous returns from other customers, given that they both showed faults within a few weeks after getting them. The original TV and the first replacement TV didn't have this issue. The image brightness was perfectly consistent on those.
So now Sony are telling me to 'put up' with this latest one. But as far as I am concerned they've given me a faulty replacement and and I fail to see how they can genuinely believe this is within spec for what was they high-end LED offering. I've been loyal to the Sony TV brand for the last 20 years so I'm feeling pretty bummed at how Sony are treating me on this issue.

Any advice for me? I'd really appreciate it...

Thanks,

Ken
Hi Ken,

The issue looks similar to what I experienced with the 49” XF90. Have a look through the thread link below.


To cut a long story short. I had a 49” XE90 replaced due to the frame repeat issue. Then had 3 x 49” XF90 replaced due to this clouding issue. The TV‘s were ok when new but developed the issue within a few days of use. Strangely with mine the clouding disappeared once the TV had been on for 20 mins or so. In the end I went for a 55” and this has been ok. There was some discussion whether the internal power supply on the 49” could have been generating extra internal heat compared to the external 55“ power supply. It was very annoying and evident on light screens in normal use,

Best of luck with getting your issue resolved.

Regards

Jason
 

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