topic Re: Storm flies in my KD-65 in Android TV

Storm flies in my KD-65

nicogri — Sat, 01 Jul 2017 15:12:36 GMT

Hi guys,

I was performing some setups in Kodi today when I noticed one black spot on the TV.

So I look closer and I saw HORROR : A storm fly manage to get is way inside LCD.

So I put a bright picture and I check all surface and there are 3 of them for now !

So TV is 8 month old. If the LCD is no "flyproof" I can't imagine is state in 5 years...

Did anybody know Sony policy about stormflies ?

Technically I think the only option is to replace the TV

Re: Storm flies in my KD-65

Anonymous — Sat, 01 Jul 2017 15:39:05 GMT

Hi there

No, Unfortunately I do not know their policy on this, only dead-pixels. I can escalate this to Sony Support on your behalf if you want? Or you could contact the retailer you purchased it from and claim warranty repair etc.

Let me know anyhow.

Cheers

Re: Storm flies in my KD-65

nicogri — Sat, 01 Jul 2017 15:49:50 GMT

Thanks Quinnicus,

I will check by phone with Sony Support on monday morning...

I found an old thread on internet with a guy having same issue on a 40in and got it taken care of under warranty.

Right now this 3 bugs are the only thing I can see on the TV :-(((

I prefer deal with Sony more than the retailer because I bought it on a store in Paris, I live 100 km from it and have nothing to carry the TV.

More over TV is wall mounted (with cables in the wall). So I prefer to have a Sony tech coming home and dismount it (2 man work) and do what they have to do.

I hope warranty is gonna work good because flies making there way in the screen is clearly a design or building flaw (screen should be perfectly factory sealed)

If anyone got same problem and wants to share.

I will update from my side when I can reach out to sony (monday at 9 !!!)

Re: Storm flies in my KD-65

Anonymous — Sat, 01 Jul 2017 15:55:31 GMT

Hi there

Let me know how you get on. There has been a couple of threads on this forum over the years in regards to insects/flies etc, but they never post back on the resolution. So I am curious to know too.

Cheers

Re: Storm flies in my KD-65

nicogri — Mon, 03 Jul 2017 08:26:51 GMT

OK so as promissed... monday morning update !!!

Sony hotline opens at 9PM so I called them at 9h15 (so they have the time to take coffee ^^)

I give the numbers in France if they can be of any use for a French fellow (they are public on Sony website) : 0155695127

I had a woman who takes all my informations : name / phone / mail /model /serial...

She then create a ticket...

To tell me then that I need to call an other number because thez are customer support and don't deal with HW at all, only guidance to manipulation with TV on software support...

So OK 2nd call to the number she gave me.

Still for frenchies : 0155903141

So it's a subcontractor (Name is Cordonweb) who is dedicated to HW support for Sony, samsung Philips and so

http://www.cordongroup.com/fr/partenaires-cordon-electronics.html

I am kind of surprised that I have to deal with Sony subcontractor directly and that customer support is not handling it.

So I explain my problem to the technician. It didn't look so surprised so I think they are used to it (bad sign ?)

Again phone / name / adress / mail / serial / model.

He create me an other ticket in their system and gave me a mail adress to send documennts :

They need pictures of the bugs (detail) and a picture showing entire TV (whole frame) powered on and the invoice.

Then they are gonna check with Sony commercial services (not technical, I think they need an agreement of support) and then get back to me.

Guy tells me that Sony generally answer them quickly but he didn't gave me time frame neither tells me if it's generally positive 😞

Anyway you can see the pictures now that I have them so here they are :

Will see as it goes (if needed I'll take your offer of escalation Quinnicus)

But for now I am kind of disappointed with Sony...

In 7 month I have the TV I had Network speed issue (which is not solved but improved a bit with latest update). We had the long story failing Marshmallow update and now the bug crisis.

I begin to think that this TV is only gonna bring me troubles...

Re: Storm flies in my KD-65

Anonymous — Mon, 03 Jul 2017 11:00:02 GMT

Hi there

Thanks for the update. In regards to getting the TV fixed, Sony do indeed outsource to other companies. Its named ASC (Authorised Sony repair Centers).

Cheers

Re: Storm flies in my KD-65

nicogri — Mon, 03 Jul 2017 12:44:30 GMT

Yes of course I guessed that Sony was relying on local repair centers on each countries with network of local technicians / supply chain...

But what surprises me is that they don't stay in the middle handling back-office with their outsourcer.

I believed that Sony will be my only correspondant and then they will check with their supplier and then with me... managing customer relation.

Here they sent me to third party wich is gonna check with them and get back to me...

So I have 2 phones numbers, 2 tickets number... it's not very clean...

Anyway really hoping things go smoothly with agreeing exchange and so (I read here and there hawfull stories of appointments not met, broken tvs on arrival...)

@Anonymous : what do you think of the pictures ?

Re: Storm flies in my KD-65

Anonymous — Mon, 03 Jul 2017 12:56:31 GMT

I understand what you mean and I agree with you - the handling should be from Sony (start to finish). I will take this up with Sony as an improvement suggestion. Although the person to contact about this is on leave this week, so ill ask him next week.

In regards to your photos - it does seem to be some type of insect/bug. Bug in an Android TV (LOL) - sorry couldnt help it. And it certainly would be annoying as they are also relatively close to the middle of the screen too. Im sure this can be sorted. I cant see why not.

Re: Storm flies in my KD-65

nicogri — Mon, 03 Jul 2017 13:51:11 GMT

Yeah the bug joke was surelly an easy one considering Android TV integration by Sony (postpones / rollbacks / live with it)

I could have make the joke if my life was not such a drama ^^ (not only TV I am really cursed for 2 months)

Problem with this insects more than their position is that contrary of dead pixel, one insect can cover 6 or 7 pixel at once so it's really clearly visible (if I had a dead pixel I would also be mad anyway) but 3 bugs equal approx 20 pixels

Re: Storm flies in my KD-65

nicogri — Mon, 03 Jul 2017 15:23:07 GMT

OK last news for today (and at least until 05/07).

As I am not kind of patient and I had no news, I called the contractor again few minutes ago to have some news.

They received my mail and everything is OK.

The guy told me that as the problem is pretty obvious with multiple insects and close from TV center they don't need to wait from Sony approval.

So they are gonna replace the TV.

2 options now : 1) They still have xd9305 in stock and they send me the same or 2) They send me a new model (finger crossed)

I will know in few days. If they call me it's they don't have it and propose an other model and if they don't call they send me the same.

Anyway replacement could take 7 to 10 days.

Other problem, tech noticed that TV is wall mounted and they send only one tech so I ask if he can help me to plug back cables and hang TV and normally they don't take responsibility of hanging TVs so I have to ask if he wants to help me.

For me it's a nonsense if TV is hang, replacement one should be installed the same even if they need to send 2 techs.

That's details (important) but details...

See ya in few days

Re: Storm flies in my KD-65

Anonymous — Mon, 03 Jul 2017 16:20:37 GMT

Thanks for the update. Hopefully it all goes to plan.

Re: Storm flies in my KD-65

nicogri — Tue, 04 Jul 2017 07:24:57 GMT

OK so I told I will not update...

BUT COMMON SONY !!!!

Not that it is a enormous problem now that they agreed to replace the TV... Yesterday evening we watched Orange is the new black and at the end of episode... 3 NEW INSECT IN THE TV 😞

How is it possible that everyday 3 bugs get in ?

So now I have 6 (3 in close middle other in surroundings)

I live in countryside but my old 10 years Samnung (in bedroom) doesn't have a bug in it nor the TV in the kitchen.

So yesterday I took the vacuum and put it near the TV and vacuumed any little insect I can see.

But it's a war I can't win because sometimes I have to leave the TV alone to go to work or sleep or be with my family ^^ (maybe I need to hire a bug catcher)

So now I am scared that the same thing could appen to new TV. Is it a build flaw (tape roll not properly apply, glue missing) or scarier a design flaw on the entire XD9305 lineup ??? (only Sony knows)

To reassure myself I will go to supermarket this noon to buy lemon aroma, lavender aroma, a electic diffuser, chemical compountd and a vodoo doll.

Re: Storm flies in my KD-65

Anonymous — Wed, 05 Jul 2017 19:15:10 GMT

It might be that the insects are breeding inside the TV itself, hence the additions of the little critters. But sounds like that either the repair centre need to give the TV a good clean inside and remove the ones already there or a TV replacement. However its also a good idea to give that area around the TV a good dose of:

Re: Storm flies in my KD-65

nicogri — Thu, 06 Jul 2017 10:46:41 GMT

OK Guys so little update 😉

Got a call yesterday and small disapointment... It's not gonna be a new model ^^

Bigger disapointment : It's not gonna be new... it's refurbished... so I will need to be very carefull inspecting the TV when they bring it to my home (65 inch is a big surface to inspect).

I don't want to sound rude but my TV is as new as possible. It has been hang from begining and nobody touched it so not any scratch nor fingerprint nor nothing.

And other surprise my TV needs to be unmounted before intervention and they are not helping me hanging it back (confirmed by phone)... will see because if he wants to leave with tv he will need to help me detaching it I am not doing there job.

And lastly... intervention is for tomorrow between 8am et 4pm... they can not be more precise... so I have to 1 day vacation just to be home waiting !

Franckly I am not that happy the way Sony manage it's support (despites the fact they change the TV)

Re: Storm flies in my KD-65

tractor9 — Fri, 07 Jul 2017 17:23:14 GMT

I had storm flies/fripps/thunder bugs get into a computer monitor screen, I left them alone and when they died and dehydrated they completely vanished. They are so small after dehydrating there is next to nothing left and fall out of view.

Re: Storm flies in my KD-65

angelacr — Sat, 08 Jul 2017 09:19:14 GMT

Yes, I agree with @tractor9. I had the same issue years ago whilst lving in France. Thunder files crawled in to my Toshiba TV. I called Toshiba and started fussing about a repair. But the dead bugs eventually dropped off the screen never to be seen again.

Re: Storm flies in my KD-65

nicogri — Mon, 10 Jul 2017 08:07:25 GMT

Yes agree with you guys but depends of the size of the bug and is position in the TV and inside the TV (its not the same if the bug is between backlight and LCD or between LCD and glass).

I have a thunder fly in my smasung desktop monitor for years now and it never moves neither dries neither fall and I still see it everytime I use the computer.

Re: Storm flies in my KD-65

nicogri — Mon, 10 Jul 2017 08:23:14 GMT

Anyway monday morning update...

So tech bring me the TV as promised on Friday.

He was unclear if it was new or refurb.

He arrived in the morning, helped me to unmount my TV and mount the other (thanks).

It was "touch and go" 15 minutes top

Then I didn't do anything with TV because I had to go to work.

So in the evening I came back home and setup android and cleaned a bit fingerprints all over the frame (as recommended by Sony with a dry sunglass cleaning sheet).

And looking closer I saw that the replacement TV has lots of defects and cosmetic fails.

- There is a bubble near frame on top of TV

- Backlight is darker on 5 mm on right side

- Anti reflection treatment is damaged on left side and bottom where TV is in contact with polystyrene

- Scotch on the bottom looks applied by drunk...

That's exactly what was scaring me but in the hurry of the morning and all the fingerprints I didn't see well the extend of ***** of this new screen.

So I took pictures and this morning I sent them to Sony sub contractor to see what they have to tell about this "new" TV.

I told them that "refurb to new" doesn't mean that TV should have that much cosmetic defects...

Waiting for there reply.

Here are the pics of new TV

Re: Storm flies in my KD-65

nicogri — Mon, 10 Jul 2017 16:08:10 GMT

As I had no news after my morning mail I called the sub contractor this afternoon...

So after 15 mins of waiting I had a guy who was not aware of my mail... then he searched a bit and found it and read it while I was waiting...

He agreed that it is not normal and that refurb TV should not have visible cosmetic problem (maybe on rear of TV but not on panel).

So he has to check with his N+1 and with Sony to see what they can do for me.

Should expect news in a day or 2 and if not I need to call them again to check...

How many effort do I gonna need to put in this case ??? who knows ! Hope I can solve all this before leaving for summer vacations in 2 weeks !

Re: Storm flies in my KD-65

Anonymous — Mon, 10 Jul 2017 21:41:03 GMT

Thanks for the updates - frustrating isnt it when things do not go to plan and you got to constantly chase things up. I agree though, that this refurbished TV should never have been sent out in that condition in the first place. Makes Sony look like idiots to be honest.

Fingers crossed