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Specialist
Posts: 30
Registered: ‎04-11-2016
Message 31 of 195 (2,426 Views)

Re: XBR-65X930D faulty 3D

Here is the second mail I wrote. They didn't replied anything interesting to the first one which was explicit but just wanted my contact information...

 

 

Let me be clear I know I am in China and you will say I have to contact my regional center.

 

But PLEASE, read my previous email and try to understand the situation, this concern Sony as a serious company with professional people caring about it.

 

It has been proven the 65X930D suffers from a 3D bug affecting all models worldwide. This issue can certainly be corrected by a firmware upgrade because the 55X930D is noted to have excellent 3D performance.

 

I’ve already done my part here in China to have my set exchanged and have the technician acknowledge the issue, report and test it in the factory. This is not enough and the situation has to be dealt by Sony US engineers responsible of firmware debug and upgrade.

 

We (many US customers on Sony Community, Amazon, Best Buy, AVS Forum) are extremely angry at Sony attitude which is denial and lies for now.

 

We want an positive answer to those three question.

 

1.       Do Sony acknowledge this crosstalk issue on 65X930D which make 3D Blu-Rays unwatchable, whatever equipment or source is used ?

2.       If this is not an hardware issue which requires product recall, are you working hard on a software fix ?

3.       When will this upgrade will be released ?

 

Thanks

Specialist
Posts: 30
Registered: ‎04-04-2016
Message 32 of 195 (2,411 Views)

Re: XBR-65X930D faulty 3D

Good old Carlo. I wonder if its a real person who just love to tell off cusomers or common name used to deliver the bad news.

 

Ill be getting my replacemnt tomorrow and will report on it.

Specialist
Posts: 30
Registered: ‎04-11-2016
Message 33 of 195 (2,387 Views)

Re: XBR-65X930D faulty 3D

I wish you good luck with your replacement but I guess every single unit of 65X930D is affected by the 3D crosstalk issue.
I actually had mine replaced already once.
If this fails again for you, Batman66 from X850C thread was suggesting to file a complaint at the BBB.
We could do this altogether for the 3 models affected. If I can't legally be part of it as a buyer from a different region and not American citizen, I could share the fee with you by PayPal.
Specialist
Posts: 30
Registered: ‎04-04-2016
Message 34 of 195 (2,296 Views)

Re: XBR-65X930D faulty 3D

[ Edited ]

I’m not ready to submit a BBB complaint as my case is still open. I’m testing my second unit today and will report later on the results. Sony was supposed to call me this week and never did! I will see what customer service says if they can’t offer me a quick amicable solution I will escalate my issue.

 

Until then I released a video of how to box the 65X930D so people can return their defective unit. I will be releasing a review soon.

 

https://youtu.be/8k0nh7X4EoI

 

 

Specialist
Posts: 30
Registered: ‎04-04-2016
Message 35 of 195 (2,256 Views)

Re: XBR-65X930D faulty 3D

Here is a report on my second 65. The clouding is a little better but all four corners still have a decent amount of flashlighting and clouding. The gray uniformity is better but the edges are dark and the banding isnt any better.

The 3D is still completely unusable.

Like my last set this one was made in February as well. Was really hoping for a March build.

Specialist
Posts: 30
Registered: ‎04-11-2016
Message 36 of 195 (2,237 Views)

Re: XBR-65X930D faulty 3D

[ Edited ]

Sorry to hear that but this is no surprise, I had mine exchanged too and this confirms again what I knew since. Every single unit of this 65X930D produced at whatever factory in the world has this 3D issue.


Can you please now write your review on amazon.com and add as many comment on others reviews and also answer to some of the questions ?
The Sony support guy is active here as I said, at least more than here, we can be sure they read.

Do you want to contact them again through the normal way ?

They haven't reply to my long email since a week. There is no news from Sony China neither.

It seems like a big conspiracy...

Are you now ready to file a complaint to BBB with me and Frank from the 850C thread ?

Specialist
Posts: 30
Registered: ‎04-04-2016
Message 37 of 195 (2,222 Views)

Re: XBR-65X930D faulty 3D

[ Edited ]

Before I run to the BBB Im waiting to see what customer relations does.

 

For now going I'm just going to inform future buyers.

 

https://youtu.be/aDsw7j1unsE

 

I already got an immediate response on AVSforums.

 

"Nice review and very informative. Thank you for posting it. Makes me think I better look elsewhere. I can't believe all these problems still exist on new sets.."

 

 

Moderator
Posts: 2,434
Registered: ‎10-20-2014
Message 38 of 195 (2,171 Views)

Re: XBR-65X930D faulty 3D

[ Edited ]

Hi BiNoO

 

 

Thanks for letting us know your concern. Sorry to hear that you are having this issue. We sent you a PM ( private message ), please check out your community inbox. 

 

 

Regards, 

Dave

Specialist
Posts: 30
Registered: ‎04-04-2016
Message 39 of 195 (2,087 Views)

Re: XBR-65X930D faulty 3D

Here is what I discussed with Carolyn Hayes from the office of the President of Sony America. This is in response to my video relating to the issues experienced with the 2016 XBR-65X930D the response I received from her is officially what Sony is stating.

 

https://youtu.be/aDsw7j1unsE

 

Here are responses to the issues:

 

Screen Uniformity issues (e.g. excessive clouding, flashlighting, lightbleed and blooming): Are completely normal and in specification for an edgelit LCD display and all LCD’s exhibit these features. I mentioned that Sony pitched at CES that this display was to compete with OLED and her answer was “Sorry it didn’t meet your expectations”.

 

Bent frame: The bent frame regardless of how bent it is, is normal. It should also have no effect on the viewing experience.

 

Heavy crosstalk when viewing 3D: The Sony engineers said that the 3D crosstalk is in specification and that Sony has no plans to fix the issue because they do not recognize the issue.

 

She stated that all the issues I discusses in my video are “In-spec”. I responded with what is the specs, how do I the user know what spec is. Is it subjective or objective? How do I know the engineer reviewing my case is objective analyzing my issue gauging it against a written specification? Can I see a written document that specifies what is in spec for 3D crosstalk, panel bend and backlight uniformity? The answer was there is no written specification that can provided.

 

The issue with the poor customer service was answered with “We’re sorry” or “I don’t know”. What drove me to initially contact the President of Sony America was the latest response I received from level two support. As level two described to me the 3D crosstalk I was experiencing was completely normal and described in the marketing material on Sony’s E-support site.

 

Marketing material: https://docs.sony.com/release//specs/XBR65X930D_mksp.pdf

 

Super-resolution: https://us.en.kb.sony.com/app/answers/detail/a_id/36453/~/what-is-3d-super-resolution%3F

 

 

Sony’s Solution and only offer was to buy back my display, not address any of the problems it was having. What this tells me is that they don’t care about their customers or anyone who takes issue with a faulty product. The simplest and easiest solution it seems is to divert the customer from the issue or buy their TV back so they are not Sony’s problem anymore.

Sony simply cannot back up any of their responses to the issues I have provided.

So here is my response to anyone who is having issues withthis model or any other model of Sony Television or display.

 

 

https://youtu.be/8k0nh7X4EoI

Specialist
Posts: 26
Registered: ‎07-23-2013
Message 40 of 195 (2,076 Views)

Re: XBR-65X930D faulty 3D

i tried watching Judge Dredd 3D and it was awful, not the movie, the "Crosstalk" it was pretty much unwatchable.

 

if anyone is in the market for a 3D tv, this is not the one to get, i am sorry i bought it now ******

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