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Enthusiast
Posts: 2
Registered: ‎09-08-2017
Message 11 of 23 (494 Views)

Re: HT-ST9 Soundbar Dead

You're genius
Enthusiast
Posts: 10
Registered: ‎06-08-2016
Message 12 of 23 (256 Views)

Re: HT-ST9 Soundbar Dead

[ Edited ]

OK , the ST9 "died" 2nd time with same dreaded "Please wait" message,same thing btw: happened earlier to NT-3 earlier.

So it's 3 times Sony soundbaqrs died with same issue.

The issue was "fixed" by replacing soundbar main board , other then that nothing helps.

Since the unit is out of warranty had to buy and replace it mysef , about 150 pounds... Still cheaper then new 7.1 soundbar, but since it died again now (after 8 months, so the main board part itself is out of 1/2 year warranty) it looks like I need to buy a new one or just juink this Sony's disaster aqnd get Yamaha.

Price of a new 7.1 Yamaha is no small, but compeared to spending 200 euros + shipping every year might worth doing.

Sony is such disapointment.

I am no expert, but it looks like Sony have a problem with on chip memory or flash with all their main boards of this series.

Anyway , HT-ST5000  is now not an option due to problems with this generation. I spend more then enough on Sony garbage.

 

Moderator
Posts: 245
Registered: ‎03-10-2014
Message 13 of 23 (242 Views)

Re: HT-ST9 Soundbar Dead

===============================

Hello LordKiRon,

 

Sorry to hear that you had three failures.  We are attempting to better understand usage with your high failure rates to determine a possible solution.  Our products have a fairly low failure rate but you having three repeat failures is troubling which potentially points at a root cause based upon your usage.

 

Could you provide the following information?

* Television model and brand

* Connection method to television (Optical or HDMI)

* Device model and brand connected directly to the soundbar

* BT device services cast to the soundbar (e.g. Pandora cast from Android phone)

 

 

===============================

Hello everyone else,

 

If you could provide the same feedback above, we would like to indentify the root cause of this issue and provide a solution for you.

 

Thank you,

Chris

 

 

 

Enthusiast
Posts: 6
Registered: ‎09-12-2016
Message 14 of 23 (233 Views)

Re: HT-ST9 Soundbar Dead

LordKiRon,

I ended up getting Sony to give me a full refund, my ST9 failed 2 times in the first year with the same exact error. The 2nd time was a complete disaster - first, the technician I dealt with unknowingly (or knowingly) revealed that they were aware of all these issues. They then tried to have me pay for shipping the bar back to the repair center, of which I refused. And as the final straw, I received the Soundbar back with physical damage around the entire unit, I'm talking bent grills, the metal frame dented and coming apart at various spots. Considering the packaging was in perfect condition, the was clearly intentional. After a few rounds of emails and calls, I got a final refund and my 1 year warranty was nearing its expiration.

Do yourself a favor and return this bar. They are aware of the issues, so if you get it repaired - you're just delaying the inevitable. I posed this same question to the tech who revealed this, asking whether I'd be able to get repairs beyond warranty should they choose to replace the unit and should the issue reappear and the answer was no.
Moderator
Posts: 245
Registered: ‎03-10-2014
Message 15 of 23 (230 Views)

Re: HT-ST9 Soundbar Dead

Hello peterjoualee,

 

I apologize for your horrible experience for the double failure and the condition on your returned product.  

We are still very interested in resolving this failure mode and any information that you can provide would help to indentify the root cause.

 

Could you provide the following information?

* Television model and brand

* Connection method to television (Optical or HDMI)

* Device model and brand connected directly to the soundbar

* BT device services cast to the soundbar (e.g. Pandora cast from Android phone)

 

I know that you have already gotten a full refund, but any information that you can provide would be helpful.

 

Thank you,

Chris

Enthusiast
Posts: 8
Registered: ‎07-21-2016
Message 16 of 23 (228 Views)

Re: HT-ST9 Soundbar Dead

[ Edited ]

I don't normally reply to comments from mods like above. But, and I will say that this isn't personal, this is directed at Sony - this is an absolutely pathetic, unplanned and insensitive response.

 

These soundbars were/are horrendously expensive and inadequently quality checked from an engineering standpoint.

 

Mine failed on me twice (6months & 13 months), second time being out of warranty. Sony UK wanted to me to pick up the tab which was literally hundreds of pounds.  If it was not for Amazon I would have been £1100 out of pocket. They refunded without a blink of an eye at the 13 month mark if I recall correctly just via their chat system.  Sony UK guy literally laughed at me and said well its out fo warranty - why should we?  You know he has a fair point...they are the rules...but oh my what does that make Sony look like?!?!

 

I bought a Yamaha and use is the same way, in the same cabinet with the same equipement...running for 11 months so far without a problem.

 

If you google the Sony ST-9 and look at the reviews everyone slams it and has the same problems.

 

If you google the Yamaha, yeah there are some isolated incidents of PSU issues in the older models...but guess what..these customers are having them replaced/repaired for free long after their warranty has expired.

 

What was upsetting was the treatment and lack of acknowledgement that this needed to be recitifed.  It wasnt a £50 soundbar I got free with a cheap tele.

 

To come on here, as a mod, and event suggest it is the end user (with all the internet reports) is just bad form when we all know this product was a mess. 

 

 

 And with regards to understanding the problem?  Really...all your 3rd party repair centers will have the main boards that are being replaced.  Get them sent to your engineers (not your repair facilities) to inspect them and check the components that just die.

 

 

Enthusiast
Posts: 8
Registered: ‎07-21-2016
Message 17 of 23 (224 Views)

Re: HT-ST9 Soundbar Dead

nice move.  I take it you were within warranty?  if not you had a very different experience to me.  I'm so bitter about the company for such an expensive item.

 

I remember the saying growing up "Only buy Sony"...not any more it seems.  

Enthusiast
Posts: 6
Registered: ‎09-12-2016
Message 18 of 23 (221 Views)

Re: HT-ST9 Soundbar Dead

The 2nd time it failed, I was shy 2 months of the warranty expiration. You know, I probably wouldn't have asked for refund had the unit not come back completely beat up, but considering over a year later and people are still experiencing these issues, I'm glad I did, if only by accident. My tinfoil hat theory is that United Radio (Repair Center) was tired of repairing these things and sent it back physically damaged. I mean, they took the time to securely package the whole thing, it was well enough packaged that if the carrier it tossed it around, it wouldn't have sustained damage!.
Enthusiast
Posts: 10
Registered: ‎06-08-2016
Message 19 of 23 (205 Views)

Re: HT-ST9 Soundbar Dead

[ Edited ]

Dear SonyHAV,

If you are really interested in details to resolve the issue for users that do have a warranty

(which is, excuse me, but I am being corporate employee myself is rather doubtful, usually the connection between support and engineers  are rather long and inderect and requre a lot of complains for real escalation, but let's assume you willing and able to do something about)

here are the information you requested:

 

1. TV was all the time LG LW570Y 47" LED TV model.

2. The connection was HDMI ARC

3. The device connected to Sony ST9 directly (HDMI1) was HDI Dune 303D streamer ( http://dune-hd.com/eng/products/full_hd_media_players/36 ) initially, when soundbar failed  for the 1st time, later after it was replaced,  streamer was also replaced with HDI Dune Solo 4K streamer box ( http://dune-hd.com/eng/products/full_hd_media_players/48 ).

4. The BT was not used at all

5. Network connection was wired (1GB full duplex) to Cisco 24 ports 1GB switch , wiring was tested with rj45 tester and ok for 1GB without cross wires.

After 1st unit failed - I added a power line protection to the setup, protecting the power from spikes for both TV, Soundbar and streamer (we have power going off and back on sometimes in my area) and also replaced all HDMI cabels to be sure.

Obviously this did not helped.

 

Problems usually started same way : "Please wait" taking too long that happens once a while, sometimes requiring to disconnect device from power socket to be able to start. Then in short time they are starting to gewt worse, device start up about once out of 3 power offs, if started - having trouble starting menu or switching inputs, power offs for really long (3-5 minutes and more), sometimes freezes open menu or setup menu and so on, about this stage it stops updating firmware (if there is new one) both from USB and network - just downloads firmware, restarts , shows 0% or something like that and then restarts again with message that update failed. After some more time it just stops to start at all stuck in "Please wait" message.

Reseting firmware does not help on any stage.

 

Replacing MB1406 mainboard solves the issues .. until next time. And it's ****** not cheap.

 

Being a computer/software specialist I would say it feels like there is a problem with microcontroller flash memory , with lower probability - with RAM because it "feels" like only some specific areas/programs of the soundbar software are affected (different in each new mainboard case, but always the same in each specifc mb - if it froze in setup menu once it will freeze there again and again, if it switches from HDMI to USB on start and refuses to switch back - it will do it again).

 

If you need even more detais please do ask, I will be happy to provide them. You can also google for "sony soundbar please wait problem" - there are a lot of reports at the net, and you can also check here: https://www.amazon.com/Sony-HTST9-Sound-Wireless-Subwoofer/product-reviews/B00U78GFWW/ref=cm_cr_dp_d... - about 90% of "one star" rating reports on Amazon are related to this "Please wait" problem, same goes to al other Sony soundbar models including newest ST-5000 model: https://www.amazon.com/ask/questions/Tx1AQPTTX3EPQDW/ref=ask_al_aap_hza?_encoding=UTF8&sort=helpful

 

Enthusiast
Posts: 10
Registered: ‎06-08-2016
Message 20 of 23 (201 Views)

Re: HT-ST9 Soundbar Dead

[ Edited ]

peterjoualee,

My soundbar far pass the 1year warranty, even the warranty on replacement main board (6 months) ended (died on 8th month this time) , so my options is either to buy another main board for ~150 euro (I am become quite good disassembling this ST9 and assembling it back now, the ****** mb is the lat piece to remove after you remove everything else Smiley Happy) or save myself a troubles and just throw away this sound bar completely and get me Yamaha.
Although ST-9 does looks like a good piece of furniture, especially sub woofer Smiley Happy

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