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The Official Sony 2007 KDS-(XX)A2020 [NO PRICE TALK] SXRD Owner's Thread - Page 105

post #3121 of 3633
Steelguy,
Get it replaced.
Without a doubt.
If you have trouble convincing the first guy, go to the next.
Mine started like yours only to develop the yellow stain later.
it was easier with the yellow, but you should be able to get it addressed with the blue black. Just be persistant.

nw
post #3122 of 3633
^^^^^

Echo that. Yours sounds exactly like mine was. You can get that replaced like I did; just be persistent if you have to (and you may not have to). Do it now: whatever happens after, you won't regret it.
post #3123 of 3633
Thanks guys. I posted a pic on the I Have a Defective Sony TV Facebook page. I'll see what kind of feedback I get on it. Does Sarah Kepler still monitor that page? I got a reply from Scott Fuentes.
post #3124 of 3633
You can search for Sarah directly on FB; her page is the one with the Sony profile pic. I'd recommend sending her a private message through her page, with the pic. Since this is your first OB replace, she'll probably just give you the contact info for setting up the service call (and possibly authorize said service).

Now, this is info you could get direct from Sony's website, but establishing a relationship with Sarah is (I think) important in case anything else happens down the line (bad replacement OB, possible set replacement after a second failure, etc.). She's really, really nice and helpful.

My strongest advice is to be as polite as humanly possible, saying what you'd like but not being pushy or aggressive about it. I merely mentioned to her that I thought my second OB might be manifesting early signs of possible failure -- and left it at that, in her court, no pictures, no demand for a replace, nothing -- and she jumped right on it and said she'd see what she could work out for me over the next couple days. Part of that is simply her being really professional and as accommodating as she can be, but I think that part of it also has to do with establishing a respectful rapport.

But that's all looking/planning ahead for what MIGHT happen. In the shorter term, she'll point you to where you need to go to get this done and help in the process. Piece of cake.
post #3125 of 3633
Quote:
Originally Posted by powerknowledge View Post

You can search for Sarah directly on FB; her page is the one with the Sony profile pic. I'd recommend sending her a private message through her page, with the pic. Since this is your first OB replace, she'll probably just give you the contact info for setting up the service call (and possibly authorize said service).

Now, this is info you could get direct from Sony's website, but establishing a relationship with Sarah is (I think) important in case anything else happens down the line (bad replacement OB, possible set replacement after a second failure, etc.). She's really, really nice and helpful.

My strongest advice is to be as polite as humanly possible, saying what you'd like but not being pushy or aggressive about it. I merely mentioned to her that I thought my second OB might be manifesting early signs of possible failure -- and left it at that, in her court, no pictures, no demand for a replace, nothing -- and she jumped right on it and said she'd see what she could work out for me over the next couple days. Part of that is simply her being really professional and as accommodating as she can be, but I think that part of it also has to do with establishing a respectful rapport.

But that's all looking/planning ahead for what MIGHT happen. In the shorter term, she'll point you to where you need to go to get this done and help in the process. Piece of cake.

Thanks. I took your advice and sent Sarah a PM at Facebook (with picture attachment). Scott sent me a PM referring me to the Main Customer Service number: 800.222.7669

I was going to call, but it sounds like I'd be wise to wait for Sarah. I've got to say this whole process seems like it could be filled with pitfalls. I'm sure it was worse before Sarah arrived on the scene, but I can't help being full of questions now.

It took me 36 months to notice my first OB failure -- even with everyone else discussing it here for quite some time now. What if the repair is "successful" and I go 3 years before the next one fails? What if the next OB fails immediately, but I receive firm buyout offers I can't afford? This TV was a very generous wedding gift. It is the only HDTV in my household.

I now have one kid and another planned for the near future. In this economy, I have to be very cautious when jobs aren't secure. I just wish these TV's would (at least) last as long as a typical mid-range CRT did 10 years ago. I've got a couple of those that still work great.

If everything works out great, and I get a replacement offer I can accept, I'm still not looking forward to the ackward conversation I'll be having with the relative who bought me this wedding gift. But, I guess that's the least of my worries at this point. Sorry to get off topic.
post #3126 of 3633
STG, we're so very much in the same boat it's scary. Except for the part about the set being a generous wedding gift (we bought ours as a gift to ourselves before our son was born), and the adding second child soon part (we just did that), we're totally in the same situation: it's our only TV, we certainly can't afford another, and the potential for a "replacement offer" that has us shelling out hundreds or more out of pocket is scary as hell. It IS a crapshoot, and I have to admit that when the OB was replaced and it looked great, part of me said, "Oh crap; now I have something that I'll be waiting for to break for the next three years like last time." So when I noticed the green/yellow discoloration, faint as it is, part of me also jumped for joy, but was (still is) filled with dread for the same reasons we've just mentioned. What if in Sony's opinion it's not "bad enough"...yet? What if by some miracle it doesn't get any worse and I accept an offer for an EX500 or EX700 which will never be the "dream TV" that the SXRD was, and could be if working properly? What if I get an offer that's borderline -- say, "$500 for a replacement because it's not as bad yet as it could be" -- and turn it down hoping for something better when/if it does get worse, and then I find myself completely SOL because Sony's policies change in the meantime? And, and, and. It sounds really petty to say that this is stressful -- there are so, so many more important things to be worried about, right? -- but it is. I really do wish that Sony would simply nut up and establish a clear, consistent, and honest plan for rectifying its affected customers' problems: a little official good faith doesn't seem like much to ask for. Fortunately, I believe that Sarah IS a "good faith actor" amidst all of this, and that she really does do all she can in her capacity to help folks out as best she can. I hope that this pans out well for the both of us (and all of us, of course).
post #3127 of 3633
From Sarah's direction (though I had no advance notice of this), the tech who installed the replacement OB will be over tomorrow at noon to confirm the green/yellow discoloration on the new one. I presume that this means a replacement offer is in the near future...right?

On that note, I stopped by Best Buy today to get a look at the 60ex500 and 60ex700 that they seem to be putting on the table for replacements. Both looked nice enough (though not "working sxrd nice" to my eyes: these were still the best displays on the market when not crapping themselves), but it was impossible to discern their PQ characteristics because they were mounted for display about 10' above floor level. The torch mode and blinding flourescent light contamination is bad enough, but on top of that you're going to try to sell these displays by putting them at a height that completely falls outside the viewing angle? Idiots.
post #3128 of 3633
Unit purchased from Costco in Sept 07, yesterday started video cycling every 40 seconds. Audio uninterrupted. Anyone ever experience this failure mode? If so what was the solution? Thanks.
post #3129 of 3633
Quote:
Originally Posted by mr2bur View Post

Unit purchased from Costco in Sept 07, yesterday started video cycling every 40 seconds. Audio uninterrupted. Anyone ever experience this failure mode? If so what was the solution? Thanks.

I had this issue; a tech shop was unable to replicate it or find the source of the problem. But this seemed to solve it:

1) Turn off TV and unplug.
2) Disconnect all HDMI-connected components.
3) Unplug all HDMI components.
4) Wait 10-15 minutes.
5) Plug in all HDMI components
6) Reconnect all HDMI components
7) Plug in TV and turn on again.

Again, I think this what made it work again for me (something about HDMI capacitance, or something). I have heard that this problem might also be a signal of a bulb that's about to go.

Good luck!
post #3130 of 3633
Quote:
Originally Posted by powerknowledge View Post

I had this issue; a tech shop was unable to replicate it or find the source of the problem. But this seemed to solve it:

1) Turn off TV and unplug.
2) Disconnect all HDMI-connected components.
3) Unplug all HDMI components.
4) Wait 10-15 minutes.
5) Plug in all HDMI components
6) Reconnect all HDMI components
7) Plug in TV and turn on again.

Again, I think this what made it work again for me (something about HDMI capacitance, or something). I have heard that this problem might also be a signal of a bulb that's about to go.

Good luck!

I just tried this. No relief, same issue. Thanks. Any other suggestions?
post #3131 of 3633
Quote:
Originally Posted by mr2bur View Post

I just tried this. No relief, same issue. Thanks. Any other suggestions?

Well, when I took mine into the shop and they failed to replicate the issue (the morning they took it I had gone through the procedure I described above), they eventually gave up and cleaned all the interior wiring/cable connections. I don't know what did it, but this problem hasn't manifested for me since that day (and my set was turning off and then on every 30-90 seconds for a week to that point).

Are you still on your original bulb? That could (emphasis: could) be causing the problem if it's near the end of its life (which seems to be between 4500 and 10,000 hours: nice target, huh?). If nothing else, do you have any warranty coverage left through Costco?

You could also try what I suggested again, this time leaving it overnight powered off/unplugged/disconnected. And doing some kind of dance around it, covered in chicken blood.
post #3132 of 3633
Update: OB is now on order. How long does it usually take for the local company doing repairs to get the block from Sony? Are they new or remanufactured blocks (i.e. same Sony part number?). Anyone know if the KDS-XXA2000 and KDS-XXA2020 share the same optical block part number? They may not have originally, but could receive identical blocks for repair I'd imagine.
post #3133 of 3633
Quote:
Originally Posted by SteelTownGuy View Post

Update: OB is now on order. How long does it usually take for the local company doing repairs to get the block from Sony? Are they new or remanufactured blocks (i.e. same Sony part number?). Anyone know if the KDS-XXA2000 and KDS-XXA2020 share the same optical block part number? They may not have originally, but could receive identical blocks for repair I'd imagine.

In my case, the OB was sent to the repair shop via 2-day FedEx, and they installed it in my home the day it arrived; your milage may vary depending on the repair shop's schedule and practices (they may want to bring your set into their facility, but to be honest it's not necessary for them to do so). The whole repair takes about an hour, and most of that is removing and then reinstalling all the parts that surround the OB, which is nestled in the center of the bottom of the set. [If they do it in-home and you're going to be around, watch them while they do the work: it's really interesting to see the guts of one of these sets!]

I don't know if the replacement OBs are new or refurbs, or some mix of both. The "new" one they installed appeared to be "off-the-line new" given the way in which it was packaged, but who knows. Even the tech said he couldn't be sure. My new OB did have a manufacture date (could have been a rebuild date) on the box of 6/10, and the part number was different than that on the old OB. It was also slightly physically different: the lens housing was a bit smaller in diameter -- it could have been a 2000, or a 3000, or a redesigned 2020, but it sure wasn't the same thing that was in there originally. The tech did say that he was told (grain of salt?) that these were redesigned OBs which incorporated a UV filter to protect from degradation, and that Sony did a limited production run of them for use as replacements. I might buy this argument, as manufacturers of pretty much any product are legally required to produce a reasonable number of additional replacement parts to make sure they can fulfill warrantied repairs and the like...but if there was a redesign, in my case and others' there are still some serious QC issues: e.g., yellow/green haze on mine. He also noted that the reason the entire OB has to be replaced is that the internal parts are so complex and precisely aligned and integrated that it would be completely impractical to do what seems like the logical thing: simply swap out the old, degraded panels with new, pristine ones. Again, if you can take a look at the OB when the tech takes it out: you'll see how complicated this chunk of machinery is.

Hope your repair goes smoothly and that the new OB is either wonderful or complete crap, depending on what you hope to happen from this point out.
post #3134 of 3633
Quote:
Originally Posted by powerknowledge View Post

Well, when I took mine into the shop and they failed to replicate the issue (the morning they took it I had gone through the procedure I described above), they eventually gave up and cleaned all the interior wiring/cable connections. I don't know what did it, but this problem hasn't manifested for me since that day (and my set was turning off and then on every 30-90 seconds for a week to that point).

Are you still on your original bulb? That could (emphasis: could) be causing the problem if it's near the end of its life (which seems to be between 4500 and 10,000 hours: nice target, huh?). If nothing else, do you have any warranty coverage left through Costco?

You could also try what I suggested again, this time leaving it overnight powered off/unplugged/disconnected. And doing some kind of dance around it, covered in chicken blood.

I left it unplugged and unconnected overnite for about 10 hours and used chicken bones. Upon restarting same issue. Bulb is original and has 6963 hours on it. Costco 2 year warranty period is expired. I suppose I could try to clean the innards, is there a service manual available?
post #3135 of 3633
Quote:
Originally Posted by mr2bur View Post

I left it unplugged and unconnected overnite for about 10 hours and used chicken bones. Upon restarting same issue. Bulb is original and has 6963 hours on it. Costco 2 year warranty period is expired. I suppose I could try to clean the innards, is there a service manual available?

Well, you really went all out; though I did say chicken blood, not bones.

Having seen the inside of one of these sets and the dozens upon dozens of tightly-packed cable connections, I really don't think you'd want to attempt a cleaning yourself, even with a service manual. [Don't know where to find one of those, BTW, but it's probably not difficult.]

My bulb was replaced at 6600 hours after it started to dim and flicker intermittently. That may have contributed to the "solution" to the power issue I had. If you've noticed any flickering or dimming (the latter can be hard to spot, because it's fairly gradual), you likely need a new bulb; you're about in the mid-range of the replacement window most people encounter. IIRC, I have read reports here and elsewhere that need for a bulb replace and this issue you're having are sometimes correlated. The problem is that, if it's more complicated than this, you could spend $150 on a bulb and then find that it doesn't work and you need more expensive repairs, which might not be worth it to you out of warranty.

I'd contact Sony and find out which repair sites in your area are authorized/endorsed by them, and give one of them a call and ask to speak directly to a tech. They might be able to tell you right off what the problem is, or what it could be, and what it might run to fix it. You could also schedule an in-home diagnosis, though that might cost you up to $100...but it could be something that saves you money in the long run.

Final note: If you purchased your set with a credit card, check that card's "member benefits": many extend the manufacturer's warranties significantly, and while I think that 3+ years is really pushing it, it's worth checking. Some also have "lemon coverage" for major electronics, and this might qualify if it's a diagnosed power source failure issue. Dig through the fine print on one of those annoying pamphlets the card issuers seem to send every few weeks, or go online, and you should find out if you have any recourse there.
post #3136 of 3633
Update: The tech Sony sent to confirm the replacement OB issue just left. I thought I'd have to convince him of the issue, but once the set warmed up he said "Wow, that's pretty bad. You've got a donut starting in the middle too!" And sure enough, there it is today: a nice green donut.

Should be hearing something from Sarah by Monday; fingers crossed!
post #3137 of 3633
Quote:
Originally Posted by powerknowledge View Post

Well, you really went all out; though I did say chicken blood, not bones.

Having seen the inside of one of these sets and the dozens upon dozens of tightly-packed cable connections, I really don't think you'd want to attempt a cleaning yourself, even with a service manual. [Don't know where to find one of those, BTW, but it's probably not difficult.]

My bulb was replaced at 6600 hours after it started to dim and flicker intermittently. That may have contributed to the "solution" to the power issue I had. If you've noticed any flickering or dimming (the latter can be hard to spot, because it's fairly gradual), you likely need a new bulb; you're about in the mid-range of the replacement window most people encounter. IIRC, I have read reports here and elsewhere that need for a bulb replace and this issue you're having are sometimes correlated. The problem is that, if it's more complicated than this, you could spend $150 on a bulb and then find that it doesn't work and you need more expensive repairs, which might not be worth it to you out of warranty.

I'd contact Sony and find out which repair sites in your area are authorized/endorsed by them, and give one of them a call and ask to speak directly to a tech. They might be able to tell you right off what the problem is, or what it could be, and what it might run to fix it. You could also schedule an in-home diagnosis, though that might cost you up to $100...but it could be something that saves you money in the long run.

Final note: If you purchased your set with a credit card, check that card's "member benefits": many extend the manufacturer's warranties significantly, and while I think that 3+ years is really pushing it, it's worth checking. Some also have "lemon coverage" for major electronics, and this might qualify if it's a diagnosed power source failure issue. Dig through the fine print on one of those annoying pamphlets the card issuers seem to send every few weeks, or go online, and you should find out if you have any recourse there.

Thanks for the good advice. AmEx automagically throws in an additional year of warranty coverage. I called Sony and got the name of a local repair service and they are coming Monday. AmEx told me they would pay for the diagnostic visit and then make a determination as to whether to authorize the repair or refund me my purchase price.

So for the moment I am hopeful that this will all work out. I don't keep chicken blood around any more, just the bones.
post #3138 of 3633
So here's the offer on the table after my second OB failure:

- Another Optical Block repair under warranty or
- the KDL60EX500 refurbished at no charge along with a 90 day warranty

Really?

I wonder if I should take the second OB repair just so it can fail (and it will, of course) and see if they come back with something better.

Any advice? I had hoped for a new, full-warranty replace offer of the ex500, with a possible option at some cost to upgrade to the ex700. I don't know if they consider counteroffers (would presume they don't).

Have to say I'm really disappointed. Really disappointed.

UPDATE:
After cooling down a bit (my expectations exceeded reality, I think), considering this further, and doing a bit of research on AVS, I've decided that the 60ex500 sounds like a far better option than the 60ex700 (too many pq issues with the 700 series, especially regarding uniformity: that would drive me nuts). I sent Sarah a list of questions regarding the refurbed units, including asking whether the warranty period can be extended and if (at a reasonable cost to me) a new, full-warrantied 60ex500 would be an option. I'm fine with either of those options; will report back when I hear her response.

UPDATE 2:
So here's the deal, or at least MY deal: 1) The new (3rd) OB or refurb 60ex500 offer is final; 2) To get a new 60ex500 would cost me $1400 (!), a new 60ex700 $1620 (!!!); 3) There is the possibility to purchase an extended warranty through Sony, but I have to confirm this through their warranty service; 4) Still waiting on an answer for what kind of same-model exchange they offer on refurbs in the event that I get one that's problematic (e.g., one that someone else returned for flashlighting or other problems which Sony simply repackaged, deeming it "good enough"). I'm 99% sure I'm just going to bite the bullet and take the refurb replacement.

FINAL UPDATE!
Just bit the bullet on the replacement. For anyone who's wondering (and I think others might have noted this too), here's the deal on how it works:

1) I have to send, via certified mail, the model/serial sticker off the back of the set before they ship the replacement, which should ship within 48 hours of their receiving the sticker. This will pretty much make the SXRD un-resellable through most channels, but I think I'll just craigslist it and see what I can get. All in all, the rep said it should take a couple weeks max for processing and transit, which is standard ground from a regional center.

2) Sony does sell extended warranties for refurbed products, up to 3 years, at the same rate and with the same coverage as for their new products. So if you're willing/able to put down $120 for two years or $200 for three, the extremely short 90-day warranty included shouldn't be an issue. I'm going to go for at least a 2-year, just to be safe.

Finally: I think my days here are coming to an end. It's weird to say this given the circumstances of our coming together, but it's been a pleasure drifting in and out of here and discussing with you all. Thanks for all who have helped me out; I hope I've occasionally returned the favor. I'll keep peeking in, but will mostly be haunting the official XXex500 thread from here on out; hope to see some of you there at some point (unless you get even better replacement offers than I did )!
post #3139 of 3633
I have a KDS-50A2000, found your post from the A2000 thread. Factory OB was bad, replaced, second one largely improved though still have magenta in the UL and LR corners and green in the LL corner. Tech came back to confirm it's bad.

Quote:
Originally Posted by powerknowledge View Post

So here's the offer on the table after my second OB failure:

- Another Optical Block repair under warranty or
- the KDL60EX500 refurbished at no charge along with a 90 day warranty

...

UPDATE 2:
So here's the deal, or at least MY deal: 1) The new (3rd) OB or refurb 60ex500 offer is final; 2) To get a new 60ex500 would cost me $1400 (!), a new 60ex700 $1620 (!!!);

Hence was offered the following...
either another OB replacement at no cost (wow!)
or the KDL-52W5100 refurb, 90 day warranty, at no cost

I asked about the EX/NX models and got the same inflated cost as you received and some song and dance about the pending litigation and not being able to go lower on price:
KDL-52EX700 for $1178.00 plus local sales tax
KDL-46NX700 for $994.00 plus local sales tax
KDL-46EX700 for $873.00 plus local sales tax

I'm going to take the 52W5100 as it's the only reasonable option outside of small claims court.

Quote:
Originally Posted by powerknowledge View Post

2) Sony does sell extended warranties for refurbed products, up to 3 years, at the same rate and with the same coverage as for their new products. So if you're willing/able to put down $120 for two years or $200 for three, the extremely short 90-day warranty included shouldn't be an issue. I'm going to go for at least a 2-year, just to be safe.

I called Sony about this and they told me that they cannot sell an extended warranty on a refurb. Let me know if you're successful though. SquareTrade supposedly can, I've emailed them to find out, though others in the A2000 thread state they need a bill of sale or approximate replacement cost of the set and Sony won't provide that. If it was new they could just take the original MSRP but not for a refurb... I was also referred to a company called Assurant but browsing their website they look to only sell to companies and not the end user. Anyone else have experience getting an extended warranty on a refurb?
post #3140 of 3633
Quote:
Originally Posted by JeffISU View Post

I called Sony about this and they told me that they cannot sell an extended warranty on a refurb. Let me know if you're successful though. SquareTrade supposedly can, I've emailed them to find out, though others in the A2000 thread state they need a bill of sale or approximate replacement cost of the set and Sony won't provide that. If it was new they could just take the original MSRP but not for a refurb... I was also referred to a company called Assurant but browsing their website they look to only sell to companies and not the end user. Anyone else have experience getting an extended warranty on a refurb?

Hmmm...this is about to piss me off in a huge way if true. The CSR I spoke with over the phone yesterday didn't hesitate in saying that they could cover the refurb, and he was quick to note that the price of the warranty would be based on the list price of the model as new, and that for refurbs they only offered coverage at the 2- and 3-year levels (no 4-year). He sounded like he knew what he was talking about...but then again, how many times have we heard equally confident "this is how it is [for why OBs fail, for what replacement who gets and when, etc.]" statements which are wildly different?

I'm going to take the 60ex500 offer regardless, but if I can't get that warranty I'm going to...well...I guess do nothing, because what the hell can I do at this point?
post #3141 of 3633
Quote:
Originally Posted by powerknowledge View Post

Hmmm...this is about to piss me off in a huge way if true. The CSR I spoke with over the phone yesterday didn't hesitate in saying that they could cover the refurb, and he was quick to note that the price of the warranty would be based on the list price of the model as new, and that for refurbs they only offered coverage at the 2- and 3-year levels (no 4-year). He sounded like he knew what he was talking about...but then again, how many times have we heard equally confident "this is how it is [for why OBs fail, for what replacement who gets and when, etc.]" statements which are wildly different?

I'm going to take the 60ex500 offer regardless, but if I can't get that warranty I'm going to...well...I guess do nothing, because what the hell can I do at this point?

I had a sony(servicenet) warranty on my a3000 and let me tell you from experience, it was a bitch to collect on. Sure they would fix it until the original value ran out but then the plan was worthless. It was not a replacement plan, it was a repair plan. Trying to invoke the lemon clause even after 7 OB replacements was impossible to get them to do. I did finally collect but not after going through many "guerilla warfare" type actions and them crying uncle.
post #3142 of 3633
Quote:
Originally Posted by powerknowledge View Post

Hmmm...this is about to piss me off in a huge way if true. The CSR I spoke with over the phone yesterday didn't hesitate in saying that they could cover the refurb, and he was quick to note that the price of the warranty would be based on the list price of the model as new, and that for refurbs they only offered coverage at the 2- and 3-year levels (no 4-year). He sounded like he knew what he was talking about...but then again, how many times have we heard equally confident "this is how it is [for why OBs fail, for what replacement who gets and when, etc.]" statements which are wildly different?

I'm going to take the 60ex500 offer regardless, but if I can't get that warranty I'm going to...well...I guess do nothing, because what the hell can I do at this point?

Would like to know, if you're able to acquire the extended warranty.
post #3143 of 3633
I've been following this thread for a couple of years now and have a 60A2020 that started to go bad (blacks are purple and B&W material is contaminated) about a year after I got it in June 2007.

I have a number of HDTVs and for large screen viewing I use a JVC RS35, so it's more of an annoyance and outrage to me rather than not having anything to watch.

When it first showed signs of going bad I called Sony. They offered to "arrange" for a service tech to look at it......the only problem was that "I" had to pay for the "service call" (some ridiculous amount), so I told them to forget it.

However, now, after taking everything into consideration in this thread and what Sony has done (or not done) for the victims of their defective TVs and how they've handled the whole thing in general, this is what I decided to do;

I'm going to make a video of the defects and then, using a number M80's, I'm going to blow up this worthless piece of Sony junk and put a copy on U-tube.

P.S. Does anyone remember the commercial Sony ran years ago where they showed a Sony TV as the generations of a family aged, the only constant was the Sony TV that remained through it all? THOSE DAYS ARE GONE!

I'd like to make one where Sony's regular warranty is 7 days and they brag about offering an extended warranty for a total of 30 days. But it's a "limited" warranty and one of the conditions is that you can only watch the TV at certain times and use Sony specified settings.
post #3144 of 3633
Quote:
Originally Posted by JCAz View Post

Would like to know, if you're able to acquire the extended warranty.

I was told to contact SonyStyle again once the unit was delivered; I should have it by this time next week, and will report back as soon as I make the attempt!
post #3145 of 3633
Quote:
Originally Posted by techman707 View Post

...However, now, after taking everything into consideration in this thread and what Sony has done (or not done) for the victims of their defective TVs and how they've handled the whole thing in general, this is what I decided to do;

I'm going to make a video of the defects and then, using a number M80's, I'm going to blow up this worthless piece of Sony junk and put a copy on U-tube.

Just make sure you at least get a free refurb (i.e. 60EX500 like powerknowledge) before you blow it up. It would be a shame to let Sony completely off the hook, financially, while it's still covered by the extended warranty.

If you've already done so, and the serial number is gone, have fun. I'm sure the people over at "I Have a Defective Sony TV" on Facebook would really enjoy the video.
post #3146 of 3633
Quote:
Originally Posted by powerknowledge View Post

I was told to contact SonyStyle again once the unit was delivered; I should have it by this time next week, and will report back as soon as I make the attempt!

That reminds me...Sony sure takes their time on this stuff, don't they? Example: I notified Sarah Wednesday last week that I'd like to schedule an appointment to have my OB replaced. She PM'd me back right away and gave me the name of the company that would do the job. She said they would contact me when they received the part. She said it could take "up to a week" although I've heard from others that the block is supposed to be sent FedEx 2-Day delivery. I still haven't heard from them. I've made it clear to Sarah that this is making me nervous. She assures me that there is no parts availability problem.

Now, clearly, time is on Sony's side (not mine). The sooner I get a replacement optical block, the more time I'll have to test it for failure. If it lasts longer than 5 months, Sony wins. At that point, my TV will be 3 years, 6 months old. It will easily still be on the original projection lamp bulb due to low operating hours. How sad would that be?

Oh, here's another thing I don't get. If you accept a deal on a new TV, why is Sony charging your credit card a week or more before the date of shipment? Many report getting no email with a tracking number, either.

This doesn't sound like a Fortune 100 company.
post #3147 of 3633
Quote:
Originally Posted by SteelTownGuy View Post

That reminds me...Sony sure takes their time on this stuff, don't they? Example: I notified Sarah Wednesday last week that I'd like to schedule an appointment to have my OB replaced. She PM'd me back right away and gave me the name of the company that would do the job. She said they would contact me when they received the part. She said it could take "up to a week" although I've heard from others that the block is supposed to be sent FedEx 2-Day delivery. I still haven't heard from them. I've made it clear to Sarah that this is making me nervous. She assures me that there is no parts availability problem.

Now, clearly, time is on Sony's side (not mine). The sooner I get a replacement optical block, the more time I'll have to test it for failure. If it lasts longer than 5 months, Sony wins. At that point, my TV will be 3 years, 6 months old. It will easily still be on the original projection lamp bulb due to low operating hours. How sad would that be?

Oh, here's another thing I don't get. If you accept a deal on a new TV, why is Sony charging your credit card a week or more before the date of shipment? Many report getting no email with a tracking number, either.

This doesn't sound like a Fortune 100 company.

That really sucks. It seems that response times are as inconsistent as anything. In my case, the OB replace was set up through my extended warranty, and then Sony took over (the scheduling, then, wasn't Sony's doing). They DO send the OBs via FedEx 2-day. It could be that whomever they set the appointment up with is dragging their feet; I'd just give them (the repair folks) a call and see what's up. The good news -- if they work like the folks I got -- is that they can do the repair at your place in about an hour, so once they give you a time that's that. Just be sure, again, to be extremely critical of the OB once it's in. Make them stay a bit while you check out some material (esp. overscan test patterns if you have any to be sure the OB is 'square and level'), and if you can blacken the room and carefully observe a black screen for ANY green, yellow, blue, or magenta blooming in the corners or around the sides: ANY evidence of this (it will get worse if it's there) and you should demand the tech make official note of the OB being defective.

Now, when I reported to Sarah that my new OB was bad, she simply said "give me until tomorrow and I'll see what I can do". I heard nothing from her until, next day, the repair shop called to set up a time to confirm the OB failure. I'd recommend, if things play out this way, to send Sarah an update at every step, even those she's not involved in: it keeps you on her radar, and leaves a record of events. Now, once they received confirmation of the failure, Sarah was quick to act: she immediately gave me a phone number, a case number, and my options; I called, got a guy named Paul (I think one could get Sarah; there are only 6 of them working this), confirmed my choice, got instructions on what to do, and done! Now, my biggest wait was for the label to reach them via certified mail (they got it this AM), and now for the set to ship (Paul said it would be ready to ship the moment the label arrived and was confirmed). We'll see; I'll update as things proceed.

And per charging CCs for replacements: I don't have to deal with this because my replace is free. It could be that you get charged upon accepting the offer but it won't ship until they get and confirm your label. Sucks, but maybe not shady. The lack of shipping info is worrisome: I was told I'd get that, along with contact info for the shipper, who would also contact ME to confirm the best time for delivery.

All this points to a lot of disorganization, I think, which is coupled with shifting rules and procedures: a mess in which I, fortunately, have been fairly lucky so far. I hope this starts moving as it should for you. And in the meantime, keep playing nice with Sarah: I do believe that she's doing what she can, and it helps to have a good relationship with someone on the inside when so many variables are in play.

As always, good luck and keep posting!

UPDATE: After sending Sarah a message on FB, received an email notification that my replacement is now being processed. It says I'll get an email when it ships (no timeframe on that), and that "it will take approximately 2 weeks for delivery" (!!!!!) Two weeks? Are they going to walk the damned thing over?
post #3148 of 3633
Sarah took the day off on Friday, so I wrote Scott to say he needs to investigate the status of my repair order. Sarah had put the service call in July 14th, so it had been 9 days without contact. Scott writes me back and, for the first time, I'm given an 800 number that I can call A&E Signature Service directly. He also gives me a Dispatch # and an Event ID @ Sony to use for reference.

Here's the kicker, though. He called A&E and some how the dispatch that Sarah did electronically never made it to them. Scott apologizes and says he's not sure how that happened. So, A&E issues me a new dispatch number, but I've basically been sent to the back of the line. The earliest appointment is now August 3rd. That's 20 days from my request for repair!

I'm normally a pretty calm person, but this is rediculous. I've got a dentist appointment for the time slot that I've been set up for now, so I've got to reschedule again. The clock is just ticking away on this extended warranty...

I've been nothing be cordial towards Sarah and Scott thus far, but I do plan on telling them the way things are being handled is upsetting.
post #3149 of 3633
That really, really sucks, STG. Before my (super-speedy) OB replace, my extended warranty provider hooked me up with a shop for a lamp replace and power problem diagnosis; after a week and a half, they finally picked up the set, and had it in-shop for three weeks. After which they still couldn't diagnose the power issue (which did go away on its own). So in the end I had no TV for three weeks on account of a 5-minute lamp replace.

That doesn't compare to this BS you're dealing with, though. I guess the moral of my story is that some shops are better than others, professionalism-wise, and evidently in your case it was your 'job' to make sure they (and Sony) got their job right. What crap. I hope you can get the repair done soon; I totally get the "ticking clock" anxiety. Good luck.

On another note: I contacted Mack Warranty to see if they would cover a free-of-charge refurb replacement set. As it happens, they will, and will do so calculating the coverage and replacement value on the set's MSRP as new. So FYI for anyone getting a replacement offer that's a refurb with the tiny 90-day warranty (plus, I've heard great things about Mack service-wise, especially compared to Sony's warranties, their prices are significantly cheaper than Sony's for the coverage lengths, and unlike Sony -- or what the rep from Sony told me -- they offer up to 5 years of coverage, which costs about the same as the maximum of 3 Sony permits for refurbs).
post #3150 of 3633
Quote:
Originally Posted by powerknowledge View Post


On another note: I contacted Mack Warranty to see if they would cover a free-of-charge refurb replacement set. As it happens, they will, and will do so calculating the coverage and replacement value on the set's MSRP as new. So FYI for anyone getting a replacement offer that's a refurb with the tiny 90-day warranty (plus, I've heard great things about Mack service-wise, especially compared to Sony's warranties, their prices are significantly cheaper than Sony's for the coverage lengths, and unlike Sony -- or what the rep from Sony told me -- they offer up to 5 years of coverage, which costs about the same as the maximum of 3 Sony permits for refurbs).

That's great news. do you have contact info? I'd like to talk to them myself.

TIA
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