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QUALIA 006 Owner's Thread - Page 557

post #16681 of 17304
Finally a positive development, the idea of going with a 60 was just a bit too much for me. While my Q isn't as good as it was, I think I can hang on until August and hope for the best (of course if it fails entirely hanging on may be too much to ask).
post #16682 of 17304
What was the offer to fix it? Arm and leg? Why not fix it? Should last 3 years.
post #16683 of 17304
Quote:
Originally Posted by bobzoila View Post

What was the offer to fix it? Arm and leg? Why not fix it? Should last 3 years.

They did also offer to fix it but couldn't guarantee how long the repair would last.
post #16684 of 17304
The repair would probably last as long as a rebuilt OB is good for, 1-2 years.
post #16685 of 17304
+1
post #16686 of 17304
With no guarantee how long a repair would last and since this is a one time offer, I'm gonna opt for the long term solution. Not ideal but it's a good gesture on their part.
post #16687 of 17304
Just be sure to do market research before you say yes to their number. I found that their offer to me was worse than what I could do by just buying it myself from an authorized dealer. That may not always be the case but they use MSRP which can be wildly inflated when they do their calculations.
post #16688 of 17304
I'm trying to get the replacement deal for my 006 Qualia, but now they are only offering the KDL60EX720. I'm little offended really (read a lot). Not only is it just a 60", but it's their lowest model of the new ones. The XBR60LX900 was worth almost twice as much as the TV they are offering me, but they stopped offering that a few weeks ago (as far as I can tell). It certainly was a more fair replacement.

I'm trying to get them to upgrade the offer to the hx929, but the communication has been terrible. The Qualia support number no longer works, it just transfers you to the general Sony number, which eventually gets you to the asian call center. They were trying to convince me that the EX720 is an upgrade and telling me I only had one week to decide if I wanted to do that or pay for the repair myself.

After a lot of back and forth with the low level support guy, I finally got him to give me the number to call a higher level person (who I guess had gone home for the day). So I'll try again tomorrow. The support guy said he'd email me directions on how to get the EX model if I accepted it, but of course those never even came.

I did start this whole process by emailing the woman suggested "Facebook I have a defective Sony TV, attn: Sara Kepler" but a different woman responded. She just gave me a case number and their general tech support number to call.

I hate dealing with this stuff.
post #16689 of 17304
Quote:
Originally Posted by Startrout View Post

I'm trying to get the replacement deal for my 006 Qualia, but now they are only offering the KDL60EX720. I'm little offended really (read a lot). Not only is it just a 60", but it's their lowest model of the new ones. The XBR60LX900 was worth almost twice as much as the TV they are offering me, but they stopped offering that a few weeks ago (as far as I can tell). It certainly was a more fair replacement.

I'm trying to get them to upgrade the offer to the hx929, but the communication has been terrible. The Qualia support number no longer works, it just transfers you to the general Sony number, which eventually gets you to the asian call center. They were trying to convince me that the EX720 is an upgrade and telling me I only had one week to decide if I wanted to do that or pay for the repair myself.

After a lot of back and forth with the low level support guy, I finally got him to give me the number to call a higher level person (who I guess had gone home for the day). So I'll try again tomorrow. The support guy said he'd email me directions on how to get the EX model if I accepted it, but of course those never even came.

I did start this whole process by emailing the woman suggested "Facebook I have a defective Sony TV, attn: Sara Kepler" but a different woman responded. She just gave me a case number and their general tech support number to call.

I hate dealing with this stuff.

I had the exact same response yesterday. Except I got to talk to the Sony rep in the states after the first level person at the call center transferred me.
I got the same offer too. The crap level back lit LCD.
I asked Sony to repair my set and after the rep checked with someone else he said " NO repairs". "Take the KDL60EX720 or after a week the offer is withdrawn". I am going to wait it out. My set has a decided green tint in some scenes but the picture is watchable. Maybe in August when the 2012 sets are being offered and marketed they will offer something different.
Let me know what you decide.
post #16690 of 17304
Quote:
Originally Posted by thestewman View Post

I had the exact same response yesterday. Except I got to talk to the Sony rep in the states after the first level person at the call center transferred me.
I got the same offer too. The crap level back lit LCD.
I asked Sony to repair my set and after the rep checked with someone else he said " NO repairs". "Take the KDL60EX720 or after a week the offer is withdrawn". I am going to wait it out. My set has a decided green tint in some scenes but the picture is watchable. Maybe in August when the 2012 sets are being offered and marketed they will offer something different.
Let me know what you decide.

Yeah, that sucks. I sent another email sonylistens@am.sony.com explaining the situation and how it was unfair that they were giving $5,000 tv's to Qualia owners just a few weeks ago and now want us to accept a $2,700 low end model. Also, explained that I'm on my 3rd optical block and that the last couple years of ownership of this $13k flagship TV have been unpleasant because of the issues.

I was going to post on Facebook in the "I have a defective Sony TV" thread, but can't find a button to click on to post or add to the thread (I even signed up with Facebook). So, I'm sure that's pretty lame, but I spent a half an hour trying to figure it out with no luck (and I work with computers for a living - lol).

If I can't get Sony to give a more equitable offer, then I'm probably going to take the low end model, sell it, and buy anything but a Sony (probably the Sharp 70 3D set when it comes out this summer (or maybe the Panny 65" VT30). Of course, I'll probably post my displeasure with Sony in a few places that Sony and potential customers will likely see.

Even if they had offered the XBR55HX929 I would have been a lot happier. At least that is a top of the line model. I could of sold it and upgraded to the 65" model when it gets released (or kept it for the bedroom). Oh well, at least they aren't totally ignoring us anymore. But it is insulting for them to offer such a low-end replacement.
post #16691 of 17304
I'm tempted to wait it out as well, but this replacement program has been going on pretty long now, so I'm worried they may just cancel the whole thing soon. I could be wrong, but I'm probably not going to risk it.
post #16692 of 17304
I've got the first stages of the yellow blob emerging but it's still tolerable.

Listening to all of this, I am glad that I still have a valid extended warranty from Sony itself (not from a 3rd party like GE) that expires in January 2012 and that I am one of the 80+/- who formally opted out of the bogus class action lawsuit /settlement (for which I have a written acknowledgement), which rewarded the lawyers only.

In July (6 months from end of my still legally binding extended warranty), I plan to ask Sony for service to restore my Qualia 006 to its original condition. If I receive any kind of callous, dismissive treatment, I will enjoy suing in small claims court and fanning the flames with a PR firm I retain for PR for my own company. PR story will be along the very true lines of the little guy bucking Goliath, comparison to Toshiba's buying back all its failed LCOS sets, the sneaky class action lawsuit settlement (which I wasn't even notified about) etc etc. Fortunately I've got the financial resources to do it.

Chris
post #16693 of 17304
No surprises here. I expected Sony to back off, at some time. I suspect the latest trigger was the Supreme Court decision limiting class-action suits AND Sony's big losses. I've beaten this horse til it's more than dead, but Sony is killing it's future reputation as a seller of premium TV's. I would never pay the premiums Sony asks for it's TV's, and when this attitude permeates to the broader public, Sony becomes another commodity purveyor (thank you, Sir Howard Stringer). You may recall I cautioned people about their power cord falling out of the wall, precipitating an early OB failure. I thought Sony would back off their offer and it appears to have happened.

The facebook site has lost it's effectiveness, I think, because Sony is now in "survival" mode. Take what you can get and run like you stole it.

For those that opted out of the settlement, small claims court is a viable option, until Sony files Chapter 11.
post #16694 of 17304
Well, it was a huge battle and took many, many phone calls and emails, but finally, finally I got through to the NCR department (National Customer Relations?). He understood the issue and tried to get me the 65-inch XBR65HX929. But after several attempts, he said that its just not available until September and he could not get it for me. So, not wanting to loose this opportunity to get something reasonable from them I asked about the 55-inch XBR55HX929. It took him along time, but he was finally able to get that approved and verified they had it available to ship. It's only a $3700 TV, but at least its top of the line, and its a lot better than the bottom of the line KDL60EX720 the were offering me.

Of course, its too small to use as my main TV, but at least it has enough value and quality to either use for my bedroom TV, or to sell and use the money towards the 65" when its released (or another flagship tv).

So mostly this is good news. I will caution anyone else attempting to get upgraded that it will NOT be an easy accomplishment. Every level of customer service I spoke to just kept repeating that the EX720 was all they could offer me. I had to stay on the phone with them for extended periods of time before they would finally transfer me (they try really hard not to and even suggest you call back in a few months). You have to stay calm and just explain to them that its not fair that other Qualia owners were offered a $5,000 top of the line replacement and you were only offered a bottom of the line $2,700 replacement. After you very eloquently explain the situation, they will again tell you that all they can give you is the EX720 and that its an upgrade (lol). Hang in there and keep sending emails to sonylistens@am.sony.com, but know that whoever you speak to on the phone can see your emails, so don't rant, just explain your frustration and the unfairness and be prepared for them to not hear much of what you just said. The email response won't be helpful either, but your emails go into your case# and that can be helpful as you move up in the customer service chain.

I will say if you can get to the NCR department, he was really a good guy and was the only person to try to help (he didn't read a canned answer from his computer screen like the others) - to be fair, I'm sure he was the only one with the ability to make any changes.

So, I'm sad I couldn't get the 65 HX929 because I would of used it and it sounds like a great TV. But, I'm happy they did eventually approve and acceptable solution. Oh by the way, they will never offer you anything, you have to ask specifically for what you want (exact model number). I wouldn't ask for the XBR65HX929 as that will be denied and you spend forever on the phone dealing with that. Ask for something that is available if you want a chance at a resolution.

Good luck to any of you that still have this adventure in-front of you - you'll need it.
post #16695 of 17304
Thread Starter 
Thanks for the information and congratulations!

I assume you were ultimately transferred to the NCR department, but if you were provided with a direct telephone number, please post it for other Q owners.

There are many ways to skin a cat, but I would suggest a more sound argument would be SONY is offering you a $2,700 television replacement for your Quailia 006 which cost $13,000 and was represented to be "the best of the best" in terms of picture (check), quality and workmanship (no check!) Arguing that it's not fair because other Q owners got such and such is not as persusive IMHO.

The bottom line is Sony did something that satisfied you. For that, I'm pleased and hope the same satisfaction is attained by the rest of us.

Have a happy holiday




Quote:
Originally Posted by Startrout View Post

Well, it was a huge battle and took many, many phone calls and emails, but finally, finally I got through to the NCR department (National Customer Relations?). He understood the issue and tried to get me the 65-inch XBR65HX929. But after several attempts, he said that its just not available until September and he could not get it for me. So, not wanting to loose this opportunity to get something reasonable from them I asked about the 55-inch XBR55HX929. It took him along time, but he was finally able to get that approved and verified they had it available to ship. It's only a $3700 TV, but at least its top of the line, and its a lot better than the bottom of the line KDL60EX720 the were offering me.

Of course, its too small to use as my main TV, but at least it has enough value and quality to either use for my bedroom TV, or to sell and use the money towards the 65" when its released (or another flagship tv).

So mostly this is good news. I will caution anyone else attempting to get upgraded that it will NOT be an easy accomplishment. Every level of customer service I spoke to just kept repeating that the EX720 was all they could offer me. I had to stay on the phone with them for extended periods of time before they would finally transfer me (they try really hard not to and even suggest you call back in a few months). You have to stay calm and just explain to them that its not fair that other Qualia owners were offered a $5,000 top of the line replacement and you were only offered a bottom of the line $2,700 replacement. After you very eloquently explain the situation, they will again tell you that all they can give you is the EX720 and that its an upgrade (lol). Hang in there and keep sending emails to sonylistens@am.sony.com, but know that whoever you speak to on the phone can see your emails, so don't rant, just explain your frustration and the unfairness and be prepared for them to not hear much of what you just said. The email response won't be helpful either, but your emails go into your case# and that can be helpful as you move up in the customer service chain.

I will say if you can get to the NCR department, he was really a good guy and was the only person to try to help (he didn't read a canned answer from his computer screen like the others) - to be fair, I'm sure he was the only one with the ability to make any changes.

So, I'm sad I couldn't get the 65 HX929 because I would of used it and it sounds like a great TV. But, I'm happy they did eventually approve and acceptable solution. Oh by the way, they will never offer you anything, you have to ask specifically for what you want (exact model number). I wouldn't ask for the XBR65HX929 as that will be denied and you spend forever on the phone dealing with that. Ask for something that is available if you want a chance at a resolution.

Good luck to any of you that still have this adventure in-front of you - you'll need it.
post #16696 of 17304
From my experience I found that NCR was the only department that can make things happen when everyone else is just reading email. There is no way that I have found to call them directly. However, that said, you can call the Florida number and ask to be connected to National Customer Relations. They will want your case number first, but that is how you can get connected. NCR will try to do all they can. I believe that the number is 1-239-768-7646 and after giving your event number you can ask to be transferred to National Customer Relations as you need to speak to them. If they say they can help just say that you were told to call in and ask to be connected to National Customer Relations.

They almost did not give me my 60LX900 because I sent in the serial number sticker and not the whole label. I was told all week that I was just out of luck. Finally I spoke to NCR and he had a copy of the email they sent me. I asked him how many times the word LABEL appeared on the email and how many times did sticker show up. STICKER 4 Label 0, and he put me on hold and sent me the set!
post #16697 of 17304
Great so Sony is emboldened to wash their hands of us. Lets hope we can set a better precedent soon, it really is getting ridiculous what it takes to get anything now with that blasted class action ruling and the way they shoved us into the larger group class action haunting us.
post #16698 of 17304
Quote:
Originally Posted by jb007 View Post

Thanks for the information and congratulations!

I assume you were ultimately transferred to the NCR department, but if you were provided with a direct telephone number, please post it for other Q owners.

There are many ways to skin a cat, but I would suggest a more sound argument would be SONY is offering you a $2,700 television replacement for your Quailia 006 which cost $13,000 and was represented to be "the best of the best" in terms of picture (check), quality and workmanship (no check!) Arguing that it's not fair because other Q owners got such and such is not as persusive IMHO.

The bottom line is Sony did something that satisfied you. For that, I'm pleased and hope the same satisfaction is attained by the rest of us.

Have a happy holiday

Well, the last number I was told to call was 1-888-993-7669. The lady that answered wanted my case number and then again started in on the EX720 being my only option. But, she finally transferred me to the NCR department (which is what I asked her to do upfront). The guy that answered was immediately helpful and understanding. It only took a couple of days to get to him - haha. That maybe the best number to call once you have a case number.

As far as my argument goes. The Qualia is now several years old and that takes a lot out of the $13k purchase price argument in my opinion. But, being able to say that up until a few weeks ago Qualia owners were receiving $5k TVs, as no cost replacements, seemed to me to hold more weight. How could they justify giving me a TV that was worth half as much as other Qualia owners were receiving? My guess is legally that would be a decent argument (but what do I know?). Anyway, its what I tried and it eventually worked. To bad the 65" model wasn't shipping because he would of given it to me - he really wanted to. Also, he did see the pricing of the Qualia when he looked it up. It did impress him, so I do believe that helped as well.
post #16699 of 17304
Oh, this is probably a dumb question but I forgot to ask him. My camera is digital, but he wants me to mail him pictures of the problem along with the label/serial sticker thing. Did you guys just print the photo's out on plain paper or do I need to get a more photographic print made somewhere (I almost never use a printer anymore and don't even have ink in it now)? I guess I could send the photo's to Apple to print from my Mac, but with the holiday and shipping time I might loose a week.
post #16700 of 17304
I used an epson photo printer and gloss photo paper from a digital camera. Remember to turn the flash off and tape a piece of paper on the screen with the date and event number printed with felt marker. Also, turn on the Sony logo, if you have turned it off and be sure the logo is in the picture. I also suggested that people send a photocopy of the ser label, first; to find out if everything else is acceptable. Once that label goes, you'll never see it again. If they send you as message back saying they need the original, you'll know all else is OK.
post #16701 of 17304
I'll be at the Infocomm show in a couple of weeks. All of the usual suspects will be showcasing their best and brightest. This is a good opportunity to check out the latest and coming offerings and to grill the factory and tech reps. So, any requests?
post #16702 of 17304
timing of migration of the Laser to the larger Mits sets (92 in particular). The new 92 seems to weigh about the same as our Q--almost twice that of the 82. Is this a function of the need to stiffen such a large screen, or a manifestation of "better" screen materials? The point of this is how are they getting good light output from the same lamp as the 82?
post #16703 of 17304
Ted,

The Mits 92" is on my list of searches. Also whether there is anything to report on the Laservue front. My main focus is news on 70"-90"+ flat screens or alternatives.
post #16704 of 17304
Laser sounds so much less worrisome from a maintenance standpoint. The potential resolution is of course insanely high with it. Even if they are merely upscaling content having a nice 4x resolution or better should help.
post #16705 of 17304
I've always been intrigued by laser, but wondered why Mits is the only one using it. Sort of like when Sony assured us SXRD RP was the Holy Grail. Still, laser has got some legs by now, so maybe it's reached a maturity point where it's safe to go into the water.
post #16706 of 17304
The beauty of SXRD was it's lack of need for a color wheel--like 3-chip DLP and laser/LED lighting. A really good feature that I fully bought in to. It's still used in FP by Sony and one of the best FP's as DILA. What we didn't know was the fragility of the polarizing light filters. I still don't know why the FP applications don't seem to be as sensitive as the Sony RP application.

I think other manufacturers have gone with the consumer preference for flat panel--plus the market for larger than 65" seems to be limited. Sharp's 70" LCD seems to be at an excellent price point and may be the next "inflection" point for Flat Panel. I would expect that the development cost for Laser has been a barrier to others coming in. Perhaps Mits could find itself as a supplier to others of laser light engines, as Sony does for it's FP SXRD chips.

The surprise for me has been the lack of further development for LED lighting. Very bright LED arrays are now being used for auto lighting. Sim2 released an LED illuminated FP a little while ago, and FP may be the first inroads for LED, since Samsung dropped it in RP.
post #16707 of 17304
Quote:
Originally Posted by sofer View Post

I've always been intrigued by laser, but wondered why Mits is the only one using it. Sort of like when Sony assured us SXRD RP was the Holy Grail. Still, laser has got some legs by now, so maybe it's reached a maturity point where it's safe to go into the water.

Yep. LED replacement for the UHP lamp re some Samsungs also should have great potential.

Remaining problems, lifetime of the DMD device. Don't know if that has been solved yet. Getting out the ultraviolet via new types of illumination may help. Also, all the projection tvs have an open light path, a path at least 12" long more or less open to the atmosphere. That means dust, condensed smoke, insects, etc, can get in there. As Mits get bigger screens they also have to work on keeping that big plastic screen rigid. The only way to fix that is likely to make it thicker, and make the housing more rigid, adding weight.

In the end though, it's hard to compete with a flat panel, regardless of quality. It's not unlike the way simple MP3 players blew away the high quality stereo industry.
post #16708 of 17304
Quote:
Originally Posted by sofer View Post

I've always been intrigued by laser, but wondered why Mits is the only one using it. Sort of like when Sony assured us SXRD RP was the Holy Grail. Still, laser has got some legs by now, so maybe it's reached a maturity point where it's safe to go into the water.

BTW, that is the direction Sony was going, this 2007 article about CES 2007 points that out: http://news.cnet.com/8301-17938_105-9674390-1.html

As with all the manufacturers, as the ability to make bigger direct-view LCD panels grew, it pushed projection out of the market, or rather into the 70" and over niche where it remains. Had direct-view LCD panel introduction been a year or two slower, we would have seen much better RP projection sets, both DLP and LCOS.
post #16709 of 17304
As an engineer, I have often argued that developments in materials have been one of the biggest drivers in progress. Think aluminum monocoque construction replacing biplanes and wire bracing, hi-strength alloys for gas turbines, and silicon substrates for semi-conductors. Large screens, whether for LCD directview or RP, are getting so heavy (see the new Mits 92" RPTV) that they are going to be limited in market penetration. I think our Q was very heavy and it could be that the screen and it's supports were a large part of that (those that took one apart would have better knowledge of this). There have obviously been some developments, as the new Mits 92" weighs about the same as our 70" Q, and the Sharp 70" LCD is not as heavy as the Q. We could all think that the Q was "overengineered" too(lol). I suspect that there will be a lot of engineering to deal with weight/rigidity issues. One wonders if direct view is going to top out at the Mits 92", until some form of thin panel like OLED comes forward?
post #16710 of 17304
"Think aluminum monocoque construction replacing biplanes and wire bracing, hi-strength alloys for gas turbines, and silicon substrates for semi-conductors."

Ted, I think of little else these days.

And to think my Toshiba 65" CRT RPTV weighed about one hundred pounds more that my Q. That thing was a casket on its side, but was a great stand for my center channel.
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