Unhappy with Sony Warranty Experience
I bought a new 385 last year (July 2018). It lasted approximately 1 year and 980-1000 hours before I starting having the Iris "clicking" or "ticking" sound. I called Sony and they set me up to have my unit shipped to United Radio for repair. Within 3-4 days of United Radio having my unit, they determined the optical block had failed. Seems like more and more of these units are having this same "clicking iris" issue. That same day, they told me they placed the order for the part. I checked in the following week and they said no new optical blocks would be available until December 2019, so they were looking into trying to find a B-Stock block. Fast Forward 7 weeks; they finally got the b-stock optical block, but that one was bad too. At that time, United Radio put in for the "Advanced Exchange" program from Sony.
I was emailed from Sony, letting me know they were sending me a replacement unit. The replacements are either B-Stock units, or if none of my model is available, they would exchange it for whatever new equivalent model. I was concerned about getting a B-Stock unit because I bought a brand new one. However, the rep told me B-Stock units are typically ones with some cosmetic damage that had been fixed, or was maybe used as a demo model in a store, etc. Regardless, they are supposedly put back to factory specs, and as good as new...right.
I received my replacement unit, which was a B-Stock unit. I plugged it in, and it had about 300 MORE hours of use on it, than mine I sent to them. I called customer support and they told me that as long as the unit passes factory specs, that it's a suitable replacement, regardless of age or lamp time, etc. I thought they would've at least replaced the lamp. I feel like after 2 months of wasted down time, and then sending me someones refurb'd unit, that's the least they could do. I told the customer service rep that this feels like if I had bought a new car a year ago and the engine blew up already, and now I'm getting someone else's used car with more miles, as the replacement. They didn't care. But hey, i still have 2 more years left on my warranty! LOL.
The new unit seems fine overall, except for the fact that the "Picture Position" seems to move on it's own, which is really frustrating. I dial in the zoom, focus, and shift exactly where I want it, then save it. Then, while watching regular TV, switching channels, or switching sources (Apple TV, UHD BD, etc), I'll gradually notice the image has shifted either up or down slightly. My old unit never did this. Once I dialed it in, it stayed and was perfect. I don't feel like sending it in though, and waiting another 2 months. LOL.
If anybody feels like providing their feedback to my situation; can I ask you if the way Sony handled it, is an acceptable resolution? In my opinion, it definitely is not. I am an unhappy customer (United Radio was great though). I know JVC just does a direct swap. No messing around with shipping it back and forth, etc. I also have a 3 year old LG OLED TV that had a huge burn in mark on the screen (that was my fault). TV was out of warranty, yet they came out and replaced the panel for FREE (parts and labor) anyways! To me, that is great customer service and I will always be a customer of theirs now. However, I'll probably never buy from Sony again. This is supposed to be one of their "premium" product lines, which I had assumed would come along with a "premium" customer service experience. I was wrong. I still cannot believe this is the way it was handled.
Anyways, just wanted to share my story in regards to this unit and if anybody has any ideas on the "picture position"/scree shift issue I'm having, please let me know. Thank you!