Sony XE90 (and also XE85) frame repeats/drops on 50/59.94 native content

[lewys]

Just got a call off of Igor and they are sending my XF replacement out today.

Thank you to everyone who has helped me in this thread. Hopefully ill get it with no problems.

 

[Cameron583]

I got my XE8596 recently and am also experiencing this issue - noticed it for the first time the other day when watching a blu ray.

Is the frame stuttering affecting the XE85 as well as the XE90?

 

[Stephen Neal]

I got my XE8596 recently and am also experiencing this issue - noticed it for the first time the other day when watching a blu ray.

Is the frame stuttering affecting the XE85 as well as the XE90?

Apparently so. Someone with an XE85 posted a clip of Masterchef with the stutter. What's the Blu-ray? It's unusual to see it on movies.

 

[Cameron583]

Apparently so. Someone with an XE85 posted a clip of Masterchef with the stutter. What's the Blu-ray? It's unusual to see it on movies.

Thought it was a blu ray - just checked with my gf and she'd put a film on from sky

 

[Stephen Neal]

Thought it was a blu ray - just checked with my gf and she'd put a film on from sky

That's also unusual. Movies are 25Hz not 50Hz native on Sky - you wouldn't expect to see the frame repeats on that.

 

[Stephen Neal]

Could someone just confirm that when i phone them that the fault will occur with virgin media v6 box aswell as aerial

Yes - if you watch any mainstream broadcaster (BBC One, BBC Two, ITV, C4 etc.) live or via a PVR recording you'll see the issue on 50Hz native content (sport, entertainment etc.)

However I wouldn't complain until you've personally experienced the fault.

 

[dave_a]

After having silence from Sony for a few days since the non phone call as promised, I sent a few emails asking for an update. No responses. However earlier this afternoon customer relations called. The guy was very helpful, asked what action had been taken by tech support, said the issue was possiby going to be resolved but couldn't say how long that would take. As a resolution he offered a swap to the XF model which is in line with others on this thread.

 

[Stephen Neal]

After having silence from Sony for a few days since the non phone call as promised, I sent a few emails asking for an update. No responses. However earlier this afternoon customer relations called. The guy was very helpful, asked what action had been taken by tech support, said the issue was possiby going to be resolved but couldn't say how long that would take. As a resolution he offered a swap to the XF model which is in line with others on this thread.

Very glad to hear that Sony UK Customer Relations are still behaving sensibly about this. I do hope they fix it - so that everyone gets a watchable picture - but replacements for those who are unhappy is a fair solution.

 

[venomizer]

Still trying to get my set replaced for the XF, but no joy yet...

Here's another example of the problem (which is really prevalent in tonight's football, every 30 seconds or so):

 

[lewys]

Still trying to get my set replaced for the XF, but no joy yet...

Here's another example of the problem (which is really prevalent in tonight's football, every 30 seconds or so):

I couldn't watch it in the 4pm kick off it was so bad.

 

[Stephen Neal]

I couldn't watch it in the 4pm kick off it was so bad.

Still trying to get my set replaced for the XF, but no joy yet...

Here's another example of the problem (which is really prevalent in tonight's football, every 30 seconds or so):

Yes. That's the problem. It's why Sony haven't got a leg to stand on...

 

[kungfuman]

Is there any particular settings that show this up? I’ve been using cinema pro with all motionflow turned off and can’t seem to notice any of the stutter on my 65xe9005 using a zgemma sat box.

 

[lewys]

Sony are no longer accepting slow motion videos. This makes it harder !
Out of interest how many times have Sony asked you to do a factory reset im up to six at the moment.

I think it depends on who you go through to. When I first contacted them some people said they were not taking slow motion videos but they did for me.

Keep trying though and don't give up because as soon as you go to customer relations it's a lot easier.

 

[Stephen Neal]

Is sony uk support the same as customer relations.

Sony UK Customer Relations only ever rang me back. I could never call them. If you are talking to people you can ring directly, I suspect you are still dealing with Tech Support, who have limited latitude and can only log you doing what they ask. I just kept escalating when they hadn't resolved in the time scale they quoted.

 

[lee667]

I have managed to get through to customer relations/escalations on the phone when needed and always got through to the person I was emailing too.

 

[Cameron583]

That's also unusual. Movies are 25Hz not 50Hz native on Sky - you wouldn't expect to see the frame repeats on that.

This is playing via the Xbox One app - perhaps there's a setting I've missed on the Xbox.

What material could I use to test the stuttering, as I watch a lot of content on my TV (when I'm not in exam period like I am now), and not really keen on having frame drops

 

[Stephen Neal]

The number i phoned is 02073652810

That's the number for UK Support (it's on their website) not UK Customer Relations. Once you hit the top of Support without resolution they will hand you to UK Customer Relations who then work with you to resolve your issue (as it is established that it is not something that support can fix)

Customer Relations didn't ever give me a phone number, but rang me once I'd been referred to them by support.

To contact them I'd ring the support number you quote, that Support person would see that my case was being handled by Customer Relations, and instantly message them to ring me, which they usually did pretty quickly, often within a window I'd agreed with the support person (my job means I can't take calls at certain points in the day) I was never connected directly to Customer Relations when I dialled the Customer Support number, they always rang me.

 

[Stephen Neal]

This is playing via the Xbox One app - perhaps there's a setting I've missed on the Xbox.

What material could I use to test the stuttering, as I watch a lot of content on my TV (when I'm not in exam period like I am now), and not really keen on having frame drops

Any Sport or Entertainment you watch via Sky/Freesat/Virgin/Freeview should do it. If you can record this on a PVR - so much the better as you can then consistently demo it.

 

[StackH]

I bought a 65XE8596 which was delivered last Monday. I thought that was the safe option because I had read about the 9005 having the problem, not the 8596. Well, watching the football last night proved that my 8596 definitely has the same problem, and reading back through this thread (which I wish I had done before buying) I can see others have too. And now I've seen it happening it is hugely distracting.

I have two options: return the TV as it's within 14 days of delivery, or start the process of dealing with Sony. The former will cost me £50 to return it and the latter may end up with a result but is not guaranteed (and the time taken would prevent any hope of a return).

Also, I've wall mounted the TV and had to cut the moulded plug off so I don't know if that will cause any problem with the return.

Bitterly disappointed, as I'm otherwise very happy with the TV.

 

[Stephen Neal]

I bought a 65XE8596 which was delivered last Monday. I thought that was the safe option because I had read about the 9005 having the problem, not the 8596. Well, watching the football last night proved that my 8596 definitely has the same problem, and reading back through this thread (which I wish I had done before buying) I can see others have too. And now I've seen it happening it is hugely distracting.

Really sorry to hear this. The XE8596 does seem to have the same issue. Switching to Game or one of the Photo modes stops it on the XE9005 - but introduces other compromises.

I have two options: return the TV as it's within 14 days of delivery, or start the process of dealing with Sony. The former will cost me £50 to return it and the latter may end up with a result but is not guaranteed (and the time taken would prevent any hope of a return).

If Sony do fix it via a firmware update I'd hope the XE900 and XE850 series would both be fixed, but can understand you not wanting to wait for this. (I waited 6 months...)

Also, I've wall mounted the TV and had to cut the moulded plug off so I don't know if that will cause any problem with the return.

Bitterly disappointed, as I'm otherwise very happy with the TV.

I had replaced the 13A plug with an in-line IEC and had no problems with my warranty claim, which was an XF9005 as a replacement. Not sure what Sony's approach would be to an XE8596 claim.

 

[venomizer]

That's the number for UK Support (it's on their website) not UK Customer Relations. Once you hit the top of Support without resolution they will hand you to UK Customer Relations who then work with you to resolve your issue (as it is established that it is not something that support can fix)

Customer Relations didn't ever give me a phone number, but rang me once I'd been referred to them by support.

To contact them I'd ring the support number you quote, that Support person would see that my case was being handled by Customer Relations, and instantly message them to ring me, which they usually did pretty quickly, often within a window I'd agreed with the support person (my job means I can't take calls at certain points in the day) I was never connected directly to Customer Relations when I dialled the Customer Support number, they always rang me.

Think I'm still with Customer Support which is probably why I'm not getting anywhere. I asked for it to be escalated which they said they were doing in their most recent email to me - I assume this means escalated to Customer Relations?

The Portugal - Spain match last night was really ruined by this issue, it seemed to be much more regular than usual and once you start noticing it you can't unsee it!

 

[Cameron583]

Any Sport or Entertainment you watch via Sky/Freesat/Virgin/Freeview should do it. If you can record this on a PVR - so much the better as you can then consistently demo it.

I bought a 65XE8596 which was delivered last Monday. I thought that was the safe option because I had read about the 9005 having the problem, not the 8596. Well, watching the football last night proved that my 8596 definitely has the same problem, and reading back through this thread (which I wish I had done before buying) I can see others have too. And now I've seen it happening it is hugely distracting.

I have two options: return the TV as it's within 14 days of delivery, or start the process of dealing with Sony. The former will cost me £50 to return it and the latter may end up with a result but is not guaranteed (and the time taken would prevent any hope of a return).

Also, I've wall mounted the TV and had to cut the moulded plug off so I don't know if that will cause any problem with the return.

Bitterly disappointed, as I'm otherwise very happy with the TV.

I don't think I'm going to go the Sony route as it'll likely get replaced with the XF85, which uses an IPS display (a huge step backwards - many manufacturers seem to be doing this)

 

[stormy]

That's the number for UK Support (it's on their website) not UK Customer Relations. Once you hit the top of Support without resolution they will hand you to UK Customer Relations who then work with you to resolve your issue (as it is established that it is not something that support can fix)

Customer Relations didn't ever give me a phone number, but rang me once I'd been referred to them by support.

To contact them I'd ring the support number you quote, that Support person would see that my case was being handled by Customer Relations, and instantly message them to ring me, which they usually did pretty quickly, often within a window I'd agreed with the support person (my job means I can't take calls at certain points in the day) I was never connected directly to Customer Relations when I dialled the Customer Support number, they always rang me.

I think its established by customers, at the moment I have spoken to John Lewis who are basically saying after they have spoken with Sony, who do not acknowledge this fault and having spoken to Sony there is no known issues with this model, Sony did try calling me but I missed the call. I am now going to capture some videos and send them. I really should have investigated this when I first got the TV rather than burying my head in the sand.

I think tech support have to hold this line elss they would have a big issue, customer relations swapping TVs in good faith is a good get out clause.

John Lewis also said this forum post here is worthless, we all know there is an issue with the XE.

Its funny reading my own posts six months on, but this is really spoiling the WC.

 

[Stephen Neal]

Think I'm still with Customer Support which is probably why I'm not getting anywhere. I asked for it to be escalated which they said they were doing in their most recent email to me - I assume this means escalated to Customer Relations?

I was escalated a couple of times with Customer Support before I finally got to Customer Relations who have power to do more than arrange a repair visit.

The Portugal - Spain match last night was really ruined by this issue, it seemed to be much more regular than usual and once you start noticing it you can't unsee it!

I suspect you notice them more when you watch two hours of native 50Hz content with a lot of movement (either camera or players or both) which emphasises the motion disturbance that displaying frames in the wrong order will deliver.

I think there may also be an element to it being triggered by certain content - as I noticed that I could alter what it triggered on by changing settings like Live Colour. With the same picture settings, the same content triggers it consistently. However changing some of the settings (Live Colour for example) means it triggers at different times on the same content, again consistently.

 

[venomizer]

I suspect you notice them more when you watch two hours of native 50Hz content with a lot of movement (either camera or players or both) which emphasises the motion disturbance that displaying frames in the wrong order will deliver.

I thought that too, but it was still really noticeable in the studio sections with relatively static shots.

They've asked for proof of purchase so hopefully that's a good sign of a potential replacement?