Originally Posted by ddreese
Last night, my beloved KDL-55HX820 rebooted in the middle of 'Californication' and came up blinking twice. I tried the standard troubleshooting techniques, researched this board, and decided I would have to wait until the morning to call Sony (as they were closed, of course).
This morning, I found my receipt from Pacific Sales (a GREAT place to buy a TV, BTW, a division of Best Buy), and called up Sony Support. As I had already gone through the expected t/s steps, they assigned me an Event ID# and asked that I fax in my PoP. They didn't tell me that their FAX machine seems to crap out on the last page, but they did say that I should expect to get an email response within 5 days. Oh, Lord, that was not the right thing to say.
Anyways, I also called PacSales, as I had the foresight to also purchase an extended warranty on this particular set (my fourth Sony from them) as it had been a display unit. As it is still under the manufacturer's warranty, we still have to go through Sony. Had it been another 60 days, I would have been able to test out the claims of instant replacement.
In my research on this forum, I find that I'm not the only one who has also been suffering the random reboot problem. I hope the power boards Sony is expecting to replace will solve the problem, if I don't get an exchange unit.
Although I'm still waiting to hear back on the disposition of the parts order, In the mean time, I also posted on Sony's Facebook page. Let me tell you, they must be monitoring that very closely. I had a reply almost immediately, and a follow-up phone call before very long letting me know that they have put int he request for the parts and are waiting to hear back on availability. Yes, I'm the guy who will use the Internet to complain broadly and loudly about poor customer service. I'm in the IT business, after all, so why not use my skills for evil?
Anyway, I hope Sony will get this resolved fairly quickly, as if this thing drags out over several days or weeks as it seems to have for some other folks here, well, it won't be pleasant. For Sony, anyway.
But, I really like Sony TV's. I have four of them now (KDL-40Z4100, 32XBR9, 55NX810 and the 55HX820), along with 4 Sony BD players, 2 Sony A/V receivers, a Sony Vaio for my daughter and a Sony Media Player. I bleed Sony. I expect to buy another Sony 55" or larger later this year, although I'll probably go with a Denon receiver next time.
And you know, this is the very first time I can remember having a problem with a Sony product. So, I'll keep you posted on how things turn out, and thanks for all of you in sharing your experiences, too!