Originally Posted by Garth Jacobsen
Well I am less than pleased. They acknowledged the problem with the Iris, and authorized a warranty return for repair. This is my 3rd Sony projector in 3 years to go bad.
1st Sony 665es, panel went bad replaced with a new unit
2nd Sony 885es was only outputting about 1400 Lumens as measured by Chad B. Fought with Sony for a month, they said I and Chad B were wrong and the unit was fine. Finally sent one of their folks to my house, hit it with a light meter and said yeah its not working, and replaced.
3rd this crazy iris issue, and who knows with the fan message (they did not comment on that)
Needless to say I am at wits end with Sony. They sent me a return shipping label to get it repaired, but in the fine print it says this is not an insured shipment and if it is damaged it is your fault. I do have the original box. My dealer says he has no recourse with sony, and its just a wierd fluke that I keep getting bad projectors. He's never seen one fail.....
Questions for the crew:
1) Would you ship this item uninsured from San Diego to United Audio? If not who would you recommend to ship and insure with.
2) Can I get Sony to cover the insured shipping? Do I have any recourse with sony for getting all of these bad products?
3) Will my unit then have to be recalibrated by Kris Deering when I get it back, he did a great job the first time? Will Sony cover that cost?
Your dealer might not have a lot of recourse with Sony ES Support, but they should have some pull on behalf of the customer. And I’m speaking as a Sony Diamond dealer.
Since you are in San Diego, I would have your dealer ask Sony to allow you to send the unit directly to the Sony engineers in CA. This seems like an issue where the Sony engineers might want to look at the problem directly. This would require a lot less shipping time and less chances for damage.
But in regards to your questions, if you properly box the projector in it’s original factory box and take lots of pictures to document the condition of the box and the packaging inside, if there is any shipping damage, you won’t have a problem with Sony making it right. Especially since they are the ones to make the shipping arrangements.
I don’t think having Sony insure the shipping will happen, but again if there is any damage from shipping, and you boxed it properly, then Sony will make it right. I don’t believe you have any recourse from having a stroke of bad luck with Sony products. It’s just sort of the luck of the draw. But in saying that, it sounds like Sony has always taken care of your products, even replacing your 665ES with another and sending a Sony rep to your house to diagnose a problem on your 885ES and again replacing the defective unit.
With calibration you are pretty much out of luck. As a dealer I have never had any luck getting Sony, or any other manufacturer, to cover the cost of re-calibrating a projector. As a dealer, if we handle or coordinate 3rd party calibration, we work to discount the second calibration or we offer product or labor discounts to help off-set the cost.
But in saying all of that, I still understand the frustration of having to deal with these problems. From my own experience, the most painful part for myself or clients, is the amount of time the system is down while the unit is off for repair.
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