Let me preface the remainder of this post with an observation. I have had many dealings with Sony over the years as both a consumer and an electronics engineer. In all cases my experience has been they are a classy organization offering fine products. I believe what I describe below is an anomaly.
At the end of last week I spoke with a tech at Sony's Customer Satisfaction Center in Laredo. I asked him why he wanted to replace the optical assembly and lamp when the symptoms and diagnostics clearly indicated a mechanical or sensor problem. He insisted my projector required those replacements. In fact, he said and repeated, they would not return it to me without those replacements because otherwise it would not operate at Sony's specifications! He added the optical assembly is only expected to last for 5,000 hours and my unit had over 5,300 hours on it.
I asked if he had found the cause of the unit not operating upside-down but working pretty well right side up. He said he had not noticed that problem. I asked him if he had read the cover letter containing essentially what was in my original post. He had not. He then asked me something to the effect of "are you sure you want us to look into that? It could cost you more money!" I asked him to please look into the problem for which I sent the unit to them. Once they identify it and its solution we can discuss Optical Assemblies.
I purchased this projector, one of the first units after its introduction, for $5,000. Before they went out of production, I believe they were available for $3,500. I have no problem with them lowering the price as they gain more production experience. This was a $1,500 premium I paid to be an early adopter.
What bothers me is they ask me to pay almost the cost of what a new unit sold for at the end of its product life cycle for a five year old unit and will not yet have fixed the only problem it has! I am certainly disappointed they are effectively holding my projector hostage. I expected Sony to treat a person who bought one of their high-end products a little better than that.
I welcome your comments and suggestions.