Sony: Message List

Giga Juke

noreplyforum@eu.sony.com — Tue, 10 Jan 2012 18:39:40 GMT

Have to say, Simon, that I have thoroughly enjoyed your posts over the last few months too. I have not got a clue what you are on - but if you have any over I will have some!

Giga Juke

noreplyforum@eu.sony.com — Fri, 02 Dec 2011 20:06:55 GMT

I informed Sony customer services in September of my problem, they said they would contact me with any details that would be helpful (behind my back they had told the guy that was trying to fix my unit that there was a known fault while at the same time insisting to me that mine was an isolated case).

Of course I have heard nothing from them. I have already posted on here that the truly criminal ?customer service? I received has put me off Sony for life. I will never buy another Sony product if I can help it.

Giga Juke

noreplyforum@eu.sony.com — Thu, 01 Dec 2011 20:19:31 GMT

Everything seems to be working ok for me (I have the NAS SH55) - except I have noticed that whenever the unit goes on standby and I turn it on again the preset equaliser always defaults back to 'flat'. Has anyone else noticed this?

Thanks Lee, btw, for your help and the fact you have always stayed professional and polite.

Message was edited by: sphinxxxxx

Giga Juke

noreplyforum@eu.sony.com — Fri, 25 Nov 2011 18:33:19 GMT

Thanks Lee,

I do appreciate that if the fault was with Sony's servers that you can not go into too much detail. I just hope that it has been fixed so there is no reoccurance.

I have reconnected to the internet and will use it for the next couple of days and keep my fingers crossed!!!

Thanks in anticipation.

DSC-HX9V Preferred Video format and size?

noreplyforum@eu.sony.com — Wed, 23 Nov 2011 15:26:27 GMT

Dave, I would suggest using the highest and best setting available. Whatever you record and decide to keep is a 'one off'. You can never go back and record it again, just the one chance. Therefore, it makes sense to record it in the highest setting possible, this way whatever future technology will bring, and how your viewing circumstances change, you know this is the best quality you could have achieved at the time. Also, you are not even short of storage, which would be the only valid reason for going for the smaller file size.

Giga Juke

noreplyforum@eu.sony.com — Wed, 23 Nov 2011 15:18:29 GMT

Lee,

Perhaps if we ask once again...

You say the engineers have identified the issue with the product and the Gigajuke server. Please tell me what the issue was.

You say a fix has been developed which is being thoroughly tested and going through the verification process. How long will this take, and when can we reasonabley expect to be able to apply the fix?

You say the fix will affect 'so many machines'. Are you referring to the users on this forum? How are Sony going to contact all the other users who have been so far left in the dark?

Looking forward to hearing back from you.

Giga Juke

noreplyforum@eu.sony.com — Mon, 21 Nov 2011 19:40:50 GMT

Point taken Steve. Let us hope that the 'fix' is released soon - and that it works.

Giga Juke

noreplyforum@eu.sony.com — Mon, 21 Nov 2011 13:57:18 GMT

Hi SteveJudd, although I understand where you are coming from, unfortunately the jukes are not working, for they need to access the internet to do so. At the moment they are oversized, expensive MP3/CD players only.

What I, and presumably other users, are upset about is the lack of communication to juke users who do not access this forum, and lack of regular communication on this forum. We are now 2 months into the problem, and are still asking Sony for an explanation of what the problem is and when we can expect to have the fix. What we have had is outright lies from customer service, a temporary fix which didnt work, and a post to say a fix has been found with no other details. Not a lot to give the users confidence in Sony.

Like Hailsham26, I too will not be buying Sony from now on.

Giga Juke

noreplyforum@eu.sony.com — Sat, 19 Nov 2011 13:45:58 GMT

Even a 'so sorry for the inconvenience for losing the usage of your Giga Juke' would be a nice start.

Then maybe we could progress to 'we apologise for not informing our customers that there was a known fault...', also 'we are investigating why our customer service team knowingly lied to so many of our loyal callers...',

and finishing with 'looking forward, we have identifed the problem as ---, and plan to release a fix on ------'.

This is not called a pipe dream, it is called basic customer service.

Cybershot Forum

noreplyforum@eu.sony.com — Mon, 14 Nov 2011 14:16:40 GMT

Does anyone know of a Cybershot forum where the moderators have at least seen the camera? This forum is a joke! I do not think there is an instance on here where anyone has got a sensible response. It is the same on other Sony forums too. Once again Sony fall down spectacularly on customer care.

Giga Juke

noreplyforum@eu.sony.com — Mon, 14 Nov 2011 14:11:11 GMT

Hi SteveJudd

One of the worst things of this whole fiasco is how Sony have treated their customers. Unless a Giga Juke owner finds this forum, they have no idea there is an issue. Before I stumbled across here, customer service repeatedly lied to me and told me it was user error. The Sony technical dept did eventually inform my repair agent of the problem but asked that it was kept form me. It is appalling.

There must be large numbers of people paying repair agents to do unnecessay work because Sony will not admit there is an issue.

This episode is a one in long line of bad Sony customer care, and for me is the final straw. I will not be buying another Sony product. Luckily, unlike years ago, Sony products are not the best performing or best value now anyway, and their products do not seem to last. Panasonic, for example, are outstripping them on almost every front.

I also will not be letting this issue lie.

Giga Juke

noreplyforum@eu.sony.com — Sun, 13 Nov 2011 22:45:46 GMT

Hi reet63

It sounds as if you may be experiencing something different than the majority of other users on here. For most our systems started 'freezing' with the blue light slowly pulsing mid-september time. Sony have released a temporary fix which works intermittently on some models, but seemingly not on the S55HDE. The fault only manifests itself if the system is connected to the internet. As far as I know no music has been lost.

What is the problem with your system exactly, and how long has it been going on?

Re Sony HX9V

noreplyforum@eu.sony.com — Sat, 12 Nov 2011 14:03:26 GMT

I think its just a bunch of people answering an number of forums. I doubt they even know the specific items they are assigned to. Annoying though, as it is always 'I will get a second opinion', or even more annoying when they come up with something stupid like in your case.

Giga Juke

noreplyforum@eu.sony.com — Fri, 11 Nov 2011 22:32:03 GMT

Hi tobler2

Yes, that is strange. So it would seem that the units are still accessing Gracenote. However, I have never been convinced that Gracenote was the issue, and didnt someone from Sony post on here the other day that they have ruled Gracenote out as being the problem?

Giga Juke

noreplyforum@eu.sony.com — Fri, 11 Nov 2011 11:51:34 GMT

Sony do not make Giga Jukes now as we know them. Like many other manufacturers, I believe Sony have gone down the route of systems that stream directly, and have dispensed with the HDD. Though there are still Giga Juke clones around like the Brennan.

I too think it is time to now go for complaint and ultimatum. Put simply, the Giga Juke stopped working as intended through no fault of the users, they have not lasted a reasonable time, therefore we should expect either resolution or recompense.

I am unsure why certain forum users are complicating matters, and certainly my Giga Juke is not under guarantee and I am not fulfilling any contract with Sony. Let us have less ranting and hissy fits on here as it gets nobody anywhere.

Re Sony HX9V

noreplyforum@eu.sony.com — Thu, 10 Nov 2011 19:14:31 GMT

I am impressed with the camera also, except what seems to be over zealous Noise Reduction.

Less impressed with the responses from Sony on this forum though. Most of the responses are next to useless, when they are not apparently waiting for weeks for a technician to respond.

Giga Juke

noreplyforum@eu.sony.com — Thu, 10 Nov 2011 20:17:44 GMT

Hi Simon

The green flag is really irritating me as it looks as if the issue is resolved when it is not - even if the infamous temporary fix worked the issue is not resolved. However, the green flag remains, apparently so more people can try the temporary fix and be disappointed.

I am more guilty of most of being sidelined with this temporary fix thing, perhaps the intention, when the real issue is that the Giga Juke has now not worked as intended for 6 weeks or more, and we are getting virtually no feedback from Sony. Sony are still denying, via customer services, that there is even an issue, and the only way most Giga Juke users will know that there is a known issue is if they find this forum (where it is indicated by a green flag that the issue has been resolved).

We are still waiting for an explanation as to what has gone wrong. In fact, any input from Sony on this forum has not enlightened me at all except to inform me that people are 'working their socks off' to put the issue right. I would be happy to just know what they are 'working their socks off' on when we are still being asked what models and the software version we are using. B

Lee assured us yesterday that we would get a daily update. Have I missed it on the first day, or was the repeat posting of the fix the update?

Very disappointing overall.

Gary

HX9V Firmware update PLEASE!

noreplyforum@eu.sony.com — Thu, 10 Nov 2011 19:20:07 GMT

If you are looking for a firmware update this forum is probably not the place to ask. I asked four weeks ago if there was a way for the movie files to be numbered sequentially. I am still waiting for an answer. I notice someone else on here asked if there was a way to adjust the sharpening and was told to set the focus to manual or read the instructions!

I doubt any of the moderators have even held the camera.

Giga Juke

noreplyforum@eu.sony.com — Thu, 10 Nov 2011 19:06:44 GMT

Hi Simonjash

I think I have been quite clear on this temporary fix issue, I have tried it six times now, and for me it does not work. Without applying the 'fix' my unit can be used continually without locking up for 48 hours or more. With the 'fix' applied I have managed 24 hours before the unit locks up. In other words, from my experience the 'fix' does not make any difference to my unit at all. Other users on here seem to be reporting the same - so the 'fix' does not work in all cases.

To suggest that this is a 'temporary' fix when it clearly is not in many cases makes me 'irate'.

If the 'fix' is working for some, or isolated cases, then I am of course very pleased. But if it does not work for a number of users then it is not a resolution, or a fix, temporary or otherwise.

Giga Juke

noreplyforum@eu.sony.com — Thu, 10 Nov 2011 15:14:00 GMT

I totally agree alanh8. This is very irritating. Why on earth are they banging on about a temp fix that we keep telling them does not work. Also offensive is the latent suggestion that because their model has not frozen we are all at fault and doing something wrong. A new pdf guide, same procedure, same spiel about how this will solve the problem until a more permanent fix is found, and the problem is still 'tagged' as answered.

Giga Juke

noreplyforum@eu.sony.com — Thu, 10 Nov 2011 14:52:18 GMT

But it is the same procedure. This procedure does not work. It does not last. Because it apparently has stopped the unit freezing on the model you have in your workshop does not mean that all the other users on this forum are wrong. The temporary fix does not work. Please tell me if I am missing something.

Re Sony HX9V

noreplyforum@eu.sony.com — Thu, 10 Nov 2011 14:45:36 GMT

Simple answer - yes, you can change the sharpening in the settings menu. You do not have to be in Manual Mode to do this.

I am wondering if the moderators on here even have access to this camera.

Movie count in HX9V

noreplyforum@eu.sony.com — Thu, 10 Nov 2011 14:39:50 GMT

Well, thank the lord I am not holding my breath for a reply. It was not rocket science - I simply asked the manufacturers of a camera I purchased if there was an option for serial movie file numbering.

Forget it.

Giga Juke

noreplyforum@eu.sony.com — Thu, 10 Nov 2011 14:31:03 GMT

Isn't this the same as the 'temporary fix' from the weekend?

Giga Juke

noreplyforum@eu.sony.com — Thu, 10 Nov 2011 11:22:58 GMT

Hi StartTheCar

My model no is -= NAS S55HDE,

software version - 1.01.00,

the system locks up once put into standby and freezes with the blue strip light slowly pulsing as if music is being analysed. It can work as normal for days or only hours before this happens, with no discernable patten preceding it.

I see the screen as shown.

Can I please ask again that you remove the 'answer' tag. It is giving some forum users the wrong impression that a fix has been found. The fix does not last. Even if the fix appears to be more permanent for the models you have, if other users are finding that the fix does not work then the issue is not resolved.

Giga Juke

noreplyforum@eu.sony.com — Tue, 08 Nov 2011 17:31:11 GMT

Hi StartTheCar,

Thank you for responding, it is a shame that I had to post my dissatisfaction for you to do so, but nevertheless - thank you. I did not suggest you, or a Sony representative, shoud reply to every post. Merely that the forum shoudl be updated at least once per day.

From the responses on this forum from people trying to use their systems on a day to day basis, I would say that the temporary fix does not work on a long term basis. No question there. In my case, the fix does not prolong the time I can use the system until it locks up. I also think previous forum posters are correct, we need some definitive responses from the technicians who can permanently resolve this problem. We need to understand why this has happened, most importantly how we can use our systems again, and what either we, or Sony, can do to ensure there is no repeat.

For info, I am using an independent home router, the supplied wireless dongle, and have the NAS-SC5 as part of my set-up. I can confirm that my set-up has not changed in the 3 years I have been using the Giga Juke.

Giga Juke

noreplyforum@eu.sony.com — Tue, 08 Nov 2011 16:00:43 GMT

Lack of communication is the main cause of contention in a service issue. The bigger the company, the less communication and service tends to be offered for some reason. Perhaps they feel they are too large and important to have to try too hard.

This forum is a classic case in point. Not a single word from Sony all day. Their temporary fix did not work. The forum is tagged as 'Answered' so it looks as if the issue is resolved. Customers who have paid around £800 or more for systems that no longer perform their function have either found this forum and are waiting for answers, or have not found this forum, think their system is faulty, and are contacting Sony Customer Service and being told god knows what.

I would expect at least a daily update on what is happening, even if it is to say that there is no change. As it is the lack of communication, and therfore seemingly lack of concern and customer service, is appalling.

Giga Juke

noreplyforum@eu.sony.com — Mon, 07 Nov 2011 22:35:07 GMT

Hi JayRoze, certainly in my experience the only way to use the system at the moment without it locking up is to disconnect the LAN/disconnect wirelessley, and remove the dongle. It then becomes a standalone HDD player only. You can then also continue to unplug it at night if you choose.

The temporary fix, in my case, does absolutely nothing because, with the internet and dongle connected, the periods between when the system locks up is no different if the fix is applied or not.

Currently my Giga Juke is a very expensive HDD & CD player, and without a fix that actually works, soon I will be looking for recompense from Sony.

Giga Juke

noreplyforum@eu.sony.com — Mon, 07 Nov 2011 19:22:51 GMT

I also have the NAS-S55HDE and have not turned it off by the plug over the time I have been trying the 'fix'.

I have applied the 'fix' three times now, and not once has it lasted beyond a 24 hour period. To be honest, I am not sure the 'fix' has made any difference as sometimes my unit would not lock up for 24 hours after rebooting it anyway.

I have also turned off Auto Analysis but the unit still locked up.

I have to be honest and say that it is really irritating me that Sony seem so keen to add the 'Answer' tag to this forum. I asked that they take it off previously but it returned at the earliest opportunity (as soon as someone said they had a temporary fix without waiting to see if it actually worked). This issue is not resolved, either permanently or temporarily. Please do not indicate it is resolved until it actually is!!

Giga Juke

noreplyforum@eu.sony.com — Sun, 06 Nov 2011 18:50:08 GMT

I tried reapplying the temp fix again this afternoon. It lasted for 3 instances of turning on and off on standby until it froze and the blue light starting pulsing again. In other words, it lasted for less than 5 minutes! It is easier to just disconnect the dongle and internet, forget about the (?!temp fix), and just use it as an hdd player for now.

Sony have indicated that a permanent fix is on the way from Tokyo. Not sure why it should take this long, but as long as they constantly keep us informed of progress I can wait a bit longer.

It would also be good customer service and treating customers fairly if the Sony Customer Service staff informed worried Giga Juke users that there is a known fault instead of lying that it must be user error (I was a victim of this, while behind my back they were informing my authorised Sony repairer of the actual facts).

I guess it was good of Sony to offer the temporary fix, it is just that it does not work long enough for it to be of any use.