Sony SXRD, SXRD-XBR (LCoS, Not LCD) Optical Block Problems

[VideoRat]

Update re: Green blobs in 60 inch SXRD A2000 bought from A&B Sound in 2006 with 5 yr warranty by W3Solutions (Walker Group) in West Vancouver.

Called Sony for second time, CSR says (like 1st CSR) since you have 3rd party warranty you must pursue that route. CSR gave me a different W3 number to call: 1-877-999-1915.

Could not get past W3 receptionist – refused to/not permitted to pass on calls regarding claims! Gave name, address, phone #, email address and stated that I have heard zero from W3 in 2.5 months after multiple letters and emails. Got an email from them yesterday (2 days later) saying “Based on the problem you reported, the model and serial number of your unit has been found to be related to a known manufacturer’s recall. Please contact your manufacturer directly to request service at this time.”

Sony pointing at W3, W3 pointing at Sony. WTF?!-but no surprise. (Pleasantly surprised by "the Hawks" post saying Futureshop honoured friend's warranty on this SXRD issue).

Filed a complaint with the Better Business Bureau against W3; real easy to do online.

Is anyone aware of a “recall”? I know of Sony extending A2000 warranties, but that’s not the same. I replied to the email asking for documentation of the “recall.”

Advice?
Small claims court (W3, or W3 and Sony)?
Will file claim with Sony - one last attempt before...?

[the hawk]

The Sony 2006 Model year SXRD "recall" is NOT a recall. They have merely extended the warranty on those units to cover the optical block until June 30, 2010.

"Issued: October 24, 2008; 1st Revision: May 15, 2009

2006 Model Year SXRD Televisions:

Models: KDS-50A2000, KDS-55A2000, KDS-60A2000, KDS-R60XBR2, KDS-R70XBR2

As part of the Sony commitment to quality, Sony is announcing that it is extending the limited warranty (parts and labour) in Canada on the optical block of 2006 model SXRD televisions (models listed above) until June 30, 2010 , regardless of purchase date. This extended warranty does not apply to replaceable projection lamp and other parts that may be used in the televisions.

Sony is also announcing that for any owner of these model SXRD televisions who paid out-of-pocket expenses on or before December 31, 2008 for an estimate or repair service to replace the optical block, Sony will reimburse the customer by mail for the cost of the optical block and the labour expense to replace it, subject to certain conditions. To receive reimbursement, please follow completely the directions on the claim form for reimbursement attached HERE; all claims must be postmarked by January 31, 2009. See the claim form for complete terms and conditions.

In addition, for any customer who later experiences this issue on one of the affected models, Sony will cover the cost of the optical block repair (parts and labour) at no charge through June 30, 2010.

For customers currently under a 3rd party extended warranty or service contract, please contact your third party service provider directly. This offer is available only to end-user consumers who purchased their affected television at retail in Canada and is not transferable. The offer is not available to providers, obligors, underwriters, or administrators of performance service plans, buyer protection plans, or other warranty or extended warranty programs. This offer is not part of the Sony limited warranty or Sony Care extended warranty plan.

For further details please contact Sony Canada's Customer Information Center 1-877-899-7669

All other terms of the Sony limited warranty or Sony Care extended warranty plan, as applicable, continue to apply. "

[pwong888]

How did Sony found out you bought an extend warranty from W3?

[VideoRat]

I purchased my A2000 from A&B Sound. A&B went bankrupt so I assumed I no longer had warranty coverage. The bill of sale clearly lists that I purchased an extended warranty - no hiding that. The Sony CSR (#1) asked where I bought the TV and if I had an extended warrranty. I said A&B and no, explaining the previous. CSR explained that A&B warranties are provided by the "Walker Group" (aka W3 Solutions) which still exists, and provided a phone number (for a recorded message) for me to call.

[300sflyer]

Have the Sony CSR call the Walker Group directly. If they refuse, call the Walker Group back and insist they send you their response regarding the denied warranty coverage in writing. You can then forward it to Sony.

Someone should step up to the plate here, and do the right thing for you.

[stampeder]

Originally Posted by VideoRat

A&B warranties are provided by the "Walker Group" (aka W3 Solutions) which still exists, and provided a phone number (for a recorded message) for me to call.

Instead of phoning W3 give their online tool a try:

https://www.serviceplan.ca/ticket/ticket.aspx

Log a trouble ticket with that tool and let us know how it goes. Best of luck!

[VideoRat]

Thanks for the idea 300sflyer, I’ll call the Sony CSR Monday morning.

The Walker Group – W3 Solutions has not responded to my request for documentation of the “recall” and so I have an email ready to go Monday am. Their inability to document the “recall” suggests they are in breach of BC Consumer Protection legislation ("deceptive act or practice" means,.. any conduct by a supplier.. that has the capability, tendency or effect of deceiving or misleading a consumer) and in breach of several sections of the Insurance Council of BC Code of Conduct (“deceptive act”; not dealing with disputes in good faith and in a timely and forthright manner – 77 days between my letter and their email).

Trying a shotgun approach: BBB complaint last week, this week complaints to IC of BC and Consumer Protection BC.

My email will contain an offer of settlement. If I hear nothing in a reasonable period of time I will try the W3 online tool - Thanks stampeder. The one and only email I received came from "abclaims@serviceplan.ca" and for the moment I’ll focus on that. Not sure where the online tool will send my claim – into a(nother) black hole?!

[canadianice]

I have a KDS-55A2020 that I purchased in February 2008. The tv is in our basement and is primarily used for blu-ray's and some gaming on the PS3. We still use a CRT upstairs in our living room and that is our primary set for watching tv.

I have just over 1,000 hours on the bulb in over two years. I don't have the optical block green blob issues yet and I doubt that I will have that problem prior to the June 30, 2010 warranty deadline.

I'm convinced though that at some point in the future that I will have this problem with the obtical block just like everyone else. Of course at that point I won't be able to get a repair or a discount on a replacement tv.

Is there anyone else thats in a similar situation?

I'm thinking of calling Sony just to see what they might have to say - I don't think that they will offer a replacement since I can't provide any images of my tv showing the OB defect, but it might be worth a phone call.

[reidw]

canadianice, as far as I know your A2020 set is not included in Sony's guarantee. The A2020 series is a successor to the A2000's and did not suffer from the Green Blob problem. Neither as I understand it did some of the later A2000's manufactured after early 2007. Your A2020 got very good reviews for the short time it was available. Here's hoping you have many future years of fine viewing.

[fastseven]

The A2020 due suffer from the Green Blob. They are covered under the program. I am awaiting my offer.

http://sony.ca/view/849.htm

[reidw]

The nice thing about this forum is that you learn somethng everyday. I stand corrected about what models Sony is covering but I still wish you many years of fine viewing of your A2020. There are still very few sets other than maybe a few plasmas such as the Kuros that can top the LCOS sets. No motion blur, good handling of possible artifacts, big screens and great brightness, contrast and black levels.

[the hawk]

Originally Posted by canadianice

I'm convinced though that at some point in the future that I will have this problem with the obtical block just like everyone else. Of course at that point I won't be able to get a repair or a discount on a replacement tv.

Is there anyone else thats in a similar situation?

Easy for me to say but try not too worry too much. Take comfort in knowing that owners of 2005 XBR1s (as well as many other Sony LCD based RPTVs) who are well outside the extended warranty deadline are still getting replacement TV offers.

I'm thinking of calling Sony just to see what they might have to say - I don't think that they will offer a replacement since I can't provide any images of my tv showing the OB defect, but it might be worth a phone call.

Never hurts to call but I can't see them offering anything without visual proof of an OB defect. Believe it or not only us in Canada are being required to do this. For many in the US, a verbal description over the phone that meets their requirement of the description of the green blob issue gets a replacement offer right there on the spot and then all that is required is for the owner to remove the serial number sticker, mail it in and then the replacement order is fulfilled once Sony receives it. Here we have to open a claim, send in pics of the issue, a copy of the receipt and a photo of the serial number then wait for it to be approved by a claims team, then an offer is sent, then you accept and sign on the dotted line, then wait some more for your resolution to be processed and your new TV shipped out. All in....a full month or more from start to finish. I submitted my claim on February 26th, signed and sent in my resolution offer on March 8th and I am still waiting for delivery of my TV which should be this week as my CC was charged this past Thursday.

Originally Posted by reidw

There are still very few sets other than maybe a few plasmas such as the Kuros that can top the LCOS sets. No motion blur, good handling of possible artifacts, big screens and great brightness, contrast and black levels.

I don't know if I'd go that far. There are many current HDTV (LCD included) that will hand an SXRD set it's LCD chips in terms of overall PQ. My buddy has the new Sony 52EX700 to replace his 50A2000 and without a doubt after I calibrated it with Spears & Munsil it's PQ looks better than that or my 60A2000 ever did. The SXRD was better with motion but blacks, detail, colour, etc, etc are easily better.

[canadianice]

Thanks for all of the replies. I hope that we get many years of viewing out of the set. So far so good, but it could take another year or two for this problem to rear its ugly head at the rate that we're watching it.

If I decide to call Sony now I'll come back and post the result. I think that they will tell me to enjoy my tv lol.

I guess that if this does happen in a year or so there's nothing stopping me from calling Sony then, but they may just tell me to beat it when I call after June 30, 2010.

[Wires]

Whew... glad I found this thread!

Buddy came over on Sat to watch a movie, and said "dude... wtf is up with the color on your tv?" Looked at it for a minute, and said "yehh... it's all yellow/green". Tried to do some mucking, and then hit google to find the cause.

Turns out the tally hit 8000 hours that night, and the green blob has reared it's ugly head.

I was looking and all I found before was the warranty (at least in the US), was good to June 2009. So finding this info is spectacular.

Last month I was thinking of going bigger than the 60" I have, but you're hard pressed to find anything (at least reasonably priced). RPTV is dead, and panels typically max out at 58 or 60" (there are a couple of 65" units in LCD).

[Wires]

Just called the number.

The gentleman made up an account for me, and gave me reference number. In order for them to take care of it, you need pictures of the back panel, screen and your receipt (so no in house consult at this time).

Once they get that, they can generate a ticket to get it fixed.

Fingers crossed. Right now it looks like I'm trapped in 1978 for video waulity/color.