topic Betreff: How to fix my WH-CH500 wireless headphones and get rid of purple light? in Portable Audio

How to fix my WH-CH500 wireless headphones and get rid of purple light?

PurpleLight — Thu, 03 Sep 2020 10:15:29 GMT

Hi there.

I got me WH-CH500 wireless headphones a couple months ago and it was working great until about a month ago. Its started showing me a purple light from the led indicator. I tried hard resetting it but nothing changed. I also tried letting it fully charge to reset automatically but that hasn't worked either so I'm gonna need help on trying to fix this.

Model: Sony WH-CH500

Symptoms: unit has a purple LED light. Nothing happened to cause this, no impact to device, no adverse environments etc. Simply one day I charged the unit and the LED turned purple and the device became unresponsive.

Troubleshooting: Tried resetting also, no success. I let the battery drain and charged it again, however, same result.

What should I do now?

Betreff: How to fix my WH-CH500 wireless headphones and get rid of purple light?

Peter_S. — Thu, 03 Sep 2020 12:14:19 GMT

Hi,

Did you follow this reset procedure?

https://helpguide.sony.net/mdr/whch500/v1/en/contents/TP0001613432.html

If so I would recommend to send the headphones to a repair centre.

Cheers

Peter

Betreff: How to fix my WH-CH500 wireless headphones and get rid of purple light?

PurpleLight — Fri, 04 Sep 2020 21:26:03 GMT

Thank you for your response So my headphones battery died. I turned it on again and there was a little bit of battery left and I was able to connect briefly to a device via Bluetooth. Then the battery completely dies and the headphones go off. When I charge the headphones up again, the purple light comes back on and will not go off (trying holding down the button, resetting etc. does nothing).

Regarding your advise: 'If so I would recommend to send the headphones to a repair centre.' - Can you expand on this please? What repair centre? Are the earphones not still under warranty? Is this a common issue with this model of device? See the following thread with 30+ people with the same issue with this model of headphones.

Thanks

Betreff: How to fix my WH-CH500 wireless headphones and get rid of purple light?

willie5QB — Wed, 09 Sep 2020 14:43:21 GMT

I've had almost the same issue, it was also all about battery. After some adjustments - nothing happened. So I've simply started looking for new headphones, and after some analysis of headsets I've seen in the article at this link I've got a new model of Bowers & Wilkins PX active noise cancelling wireless headphones. They have pretty long battery life.

Betreff: How to fix my WH-CH500 wireless headphones and get rid of purple light?

PurpleLight — Tue, 08 Sep 2020 09:04:08 GMT

Hi Peter, any update on this?

Betreff: How to fix my WH-CH500 wireless headphones and get rid of purple light?

PurpleLight — Tue, 08 Sep 2020 10:05:03 GMT

My customer feedback based on this experience with Sony & Sony Support:

Having reviewed threads and threads of people with the same issue (both on this 'community' and on the US Sony 'community') and also raising a support 'chat' it has become apparent:

Sony Support agents are not aware of what the 'Purple LED' indicates or how to resolve it
Despite counting 50+ community members with the same issue, Sony are not taking any responsibility for the fault in the product/product design (alithough accepting that there is a fault, not taking responsibility)

This is hugely disappointing from a customer perspective. I really believed that Sony were a reputable company with quality products. From this experience I am led to believe that 1) the products are not quality & 2) the support offered to customers is little to none (once it falls outside of their standard 'knowledg base' articles).

My advice going forward: certainly when it comes to headphones, look for alternatives other than Sony. If you have purchased a Sony product, look for your receipt and keep it safe.

Betreff: How to fix my WH-CH500 wireless headphones and get rid of purple light?

Peter_S. — Tue, 08 Sep 2020 11:49:17 GMT

Hi PurpleLight,

Sorry for my late reply.

If your headphones are still within warranty you should be able to send them to a repair centre which should repair your device within warranty. The Service Centre in the US would be:

Cheers

Peter

Betreff: How to fix my WH-CH500 wireless headphones and get rid of purple light?

PurpleLight — Tue, 08 Sep 2020 15:09:55 GMT

Thank you,

However, I am based in Ireland (I do not know why it is appearing as US). Do you have a contact for an Irish location please?

Thanks

Betreff: How to fix my WH-CH500 wireless headphones and get rid of purple light?

Peter_S. — Wed, 09 Sep 2020 11:13:04 GMT

Hi PurpleLight,

There seems to be more than one option for Ireland - please chose the one that suits you best:

https://locator.sony/en_IE/servicecenters/?zoom=6&latitude=53.27835&longitude=-7.99805&categories=audio-video-headphones

Cheers

Peter

Betreff: How to fix my WH-CH500 wireless headphones and get rid of purple light?

PurpleLight — Wed, 09 Sep 2020 14:12:31 GMT

To note, I contacted the 'Sony Repair centre', they advised:

Re: Betreff: How to fix my WH-CH500 wireless headphones and get rid of purple light?

Joe_Dohn — Thu, 10 Sep 2020 16:28:48 GMT

First of all, very creative name xD

As for the repair situation, I contacted Sony on your behalf to confirm, and since the nearest service centre doesn't work on headphones there's a second option available, which is dispatching the headset to Sony Central Services, you can contact them using this number: 01656 867347 or Sony support on this one: 02073652810

Hope this helps!

- J.D.

Re: How to fix my WH-CH500 wireless headphones and get rid of purple light?

NickyH136 — Mon, 23 Nov 2020 16:52:34 GMT

Hey purplelight,

i had the same problem just now and i figured out the problem. The problem (for me) is that i was charging the headphones with a charger that fits, but was intended for something else. Find the charger you got with the headphone and plug it in, then the light goes away and it works again.

then again this worked for me and might not work for you. I hope this was helpful.

kind regards Nicholas