OLED KD65AG9 Software Update Issues

[Paul-Dom]

Late last week my KD 65AG9 had a software update, after this some of the functions ceased to work properly, I powered down the TV and left for a minute and then restarted it. This cleared most of the problems except for the access to TV text via the BBC channels. This does not function and I have checked using another TV and all is fine with the service. The text button and the 4 colour buttons associated with the text button on the remote control do not work. Is there a software issue with the latest update or is there a fault on my TV since the update on Friday? The TV is 11 months old and this is very concerning for such a quality TV to have such an issue. Can anyone help me?

[Marty.S]

Thanks Jonesy55 this worked for me on KD55XG9505.

[Peterm1326]

Hi guys 

just thought I give you latest update see the extract from the online chat I had with Sony Support today.

I am no wondering why they need my receipt as the details are there when I registered the TV, anyway I will see what happens now.

Sony At 11:38:12 AM Chat Matched skill rule: Electronics

Sony At 11:38:12 AM Welcome to our chat service.

Seif At 11:38:46 AM Good Afternoon Peter. My name is Seif. I will be more than glad to help you today.

Peter At 11:39:00 AM Hi

Peter At 11:39:52 AM I am looking for an update on my open call, I was told by you last week that I would be contacted with 5 working days but have heard nothing.

Seif At 11:43:37 AM I can see that the issue is being investigated by the highest department for investigating. The issue is currently being investigated by our engineers. We will update you using email as soon as possible.

Peter At 11:45:54 AM You said that last week now You are just robing me off. You do realise that you are in breech of the Consumer rights act 2015 and I can demand a warranty repair or my money back. I will be contacting your head office directly as this level of service is shocking especially since Sony caused the problem in the first place.

Seif At 11:46:05 AM You can find more information about the scene recognition here: https://helpguide.sony.net/dsc/1510/v1/en/contents/TP0000586861.html

Peter At 11:46:35 AM I will not be buying any other Sony products in the future

Seif At 11:46:46 AM Sorry disregard the last messgae.

Seif At 11:47:29 AM If you want, you can contact your nearest authorised service centre for inspection /repair. You may locate the nearest Sony authorized service centre using the below link, please enter your post code then click on “search” then press filter and tick mark your product type from the options: https://locator.sony/en_GB/servicecenters/ You can find our warranty terms and conditions here: http://services.sony.co.uk/support/en/warranty/general Please note that the inspection fee will apply, in case there is no fault found.

Peter At 11:47:52 AM I am glad that you are giving me your full attention, that just sums up what I was saying about bad support.

Seif At 11:48:13 AM Our engineers are currently investigating the issue in order to reduce a no fault found fee and of course to resolve the issue as soon as possible.

Peter At 11:48:35 AM I have taken a screen shot of this conversation and will be sending that onto your head office and onto the Sony community

Peter At 11:49:30 AM Not good enough

Seif At 11:52:12 AM I understand; however, from what i can see our engineers are currently still trying to replicate the issue from their end so they can provide you the best possible solution. We are seeking your kind patience regarding this. Once an update is available, we will update you as soon as possible. As we are taking high priority in investigating this.

Peter At 11:54:21 AM How about they actually contact me and I can provide a video link so that can see for themselves or how about a revolutionary idea and send an engineer in to fix it in my house then they won’t have to try and replicate the issue

Seif At 11:56:06 AM We are afraid of sending an engineer to investigate the issue and the issue will still occur on your TV. As it might not be a hardware issue. Therefore, our engineers are investigating this with BBC and will update you as soon as possible.

Peter At 11:59:02 AM I have 35+ years in IT support from hardware engineer to software engineer and subsequently senior service support manager so know all of the stalling tactics and also how easy it is to fix issues as I ran a team of software support engineers for 11 years. I will be escalating this further with a copy of this conversation

Seif At 12:00:14 PM In this case, we will raise your formal complaint. Please provide us a copy of your receipt and we will update you by Tuesday using emails.

Peter At 12:02:12 PM I will find my receipt and send it to you can I do it via email?

Seif At 12:02:23 PM Sure.

Peter At 12:02:57 PM I will send it referencing this conversation and this call reference

Seif At 12:03:16 PM I understand. Is there anything else i can further assist you with?

Peter At 12:03:38 PM No thank you.

Seif At 12:03:42 PM Thank you for contacting Sony support. It's been a pleasure chatting with you. Enjoy the rest of your day.

[HannahEd01]

Hi guys, I came across this article: https://www.sony.co.uk/electronics/support/articles/00252476 that might be useful for you.

[HannahEd01]

Hey dog-man, try the steps here for the remote issue: https://www.sony.co.uk/electronics/support/televisions-projectors/articles/00030297

[dog-man]

My remote control is not faulty. I have viewed the end of the remote whilst taking a video and I can clearly see that the remote responds to me pressing the text button.

It stopped functioning immediately after the recent software update.

[Marty.S]

Reply to Dog-Man

This may help explain the situation. By default the interactive applications were set to "off" when my TV updated. You can set them on in Settings. This will activate the Green button to restart live programs from the start. It also activates the Red button, but unfortunately it does not bring up the text base service you are used to, which is based on MHEG technology. Instead it brings up HbbTV which is not text based but links you to articles / programs etc in iPlayer.

From HOME select "settings" on the top line.

Watching TV

Preferences (channels)

Interactive Applications

Enable Interactive Applications.

It seems that when BBC announced their intention to close the existing Red Button service that Sony probably removed it and haven't reinstated it in the current firmware..

[dog-man]

That is the problem I am having..... Trying to get Sony customer service to understand the issue.

I do not believe that I am communicating with anybody in customer service who has a tech / engineer background.

They just don't seem able to grasp my issue. I would be better off talking to my garage wall.

I have been trying to get them to understand that their software update has removed the text facility. Who would want to knowingly purchase a brand of television that cannot do what every other brand can do?

Even if they fix this, I will never purchase anything Sony again. My fingers have been well and truly burnt.

[dog-man]

Latest reply from Sony customer service.

>>>Thank you for your recent email.
With reference to your enquiry regarding your Sony KD-55AG9,please note that it is mentioned in the previous link that the update has been done on the Sony TVs by the broadcaster. If you want to discuss this matter further over the phone, please provide us with 2 hours time frame to contact you and allow one working day for the e-mail to reach us.
Should you have any further questions, please feel free to reply to this e-mail.
Thank you for your enquiry.
Yours sincerely, <<<

I cannot believe that the BBC are responsible for Sony television software updates.

If this was true, why would the BBC cripple the ability to use a service that they are providing for all other makes of television.

[dog-man]

I have now made a complaint to the BBC, not that I believe it is their fault.

[Joe_Dohn]

If Marty.S' ending note or the information on the Sony article link shared by Hannah is the actual cause of the omission, it might be added back in a future update?