Complain about a product or service

Sony TVs

Tim of Olive Branch, MS November 11, 2009

I have a sony grand wega KDF-60WF655 that was purchased a few years ago brand new. In February of 2009 I started noticing a little blue creeping up from the lower right corner. Called Sony and found out that they had discontinued any warranty repairs on Dec. 31, 2008 and would NOT repair it at their cost. Made calls and went as high up as I could get with Sony and never got anything more than that they would sell me another TV at a "discount" Now the screen has turned into several blue spots all over and a big smudge looking thing on one side. Very unsatisfied with Sony. Way to stand behind a known problem Sony.

John of Flagstaff, AZ November 11, 2009

Purchased a Sony KDL-46V3000 LCD T.V. from Sears back in December 2007 for 1800. January 2009 screen began with total blackness on bottom 1/4 of screen until unit would warm up. Sony sent me a zip drive with an upgrade, didnt work. TV acted like in slow motion with trails. Called for repair but nobody in Flagstaff so they offered out of town shop that charged 200 travel. Couldn't afford the 200 so waited. Called again this time was given Sears as an authorized repair center. 3800 was the quote to repair the TV as the main panel was out and they no longer have that same panel available as a replacement so would have to get additional parts to make new panel work. Called Sony Customer Service was told sorry, out of warranty fix it if you want, we dont control the repair costs.

Paul of Fullerton, CA November 10, 2009

I purchased two Sony DLP KDF-60XBR950 for ~7200 in March 2005. The optical block (light engine) on one of the unit is deteriorating and creating random, permanent blue dots on the screen known as a "starfield pattern". In addition, a permanent 2"-3" wide, horizontal streak of various blue colors appears approximately 5" from the bottom of the television screen. After paying 89 for a Sony authorized technician to write down "starfield pattern" and "replace Optical Block" on a piece of paper, I contacted Sony Customer Service. The television is out of warranty, but after approximately three hours on a toll call over the period of about two weeks with Sony Customer Service arguing and explaining my frustration and faulty Sony parts, they have agreed to pay for the labor charge (395) to replace the Optical Block (571). Sony also offered me other televisions (only TVs smaller than 52") at what they say is a substantial discount (e.g., KDL-52XBR9 retails at 2500 for 1975; KDL-52Z5100 retails at 2400 for 1860; KDL-52-W5100 retails at 2000 for 1550). To minimize out-of-pocket cost and "move on", I've decided to accept Sony's offer of paying for the labor charges and have an authorized Sony repair shop remove and replace the Optical Block. The most frustrating thing is finding out from various on-line forums and television repair shops that Sony installed a "known" inferior part into my television and this Optical Block will go out again every 4-5 years and cost me another 1000 or more.

Steven of Carlsbad, CA November 9, 2009

For those with Sony liquid crystal-based rear-projection TVs, I have set up an informational web site with extensive information on optical block and related problems that lead to discolorations on the screen, melted parts, etc. If you have experienced the warped lamp access door problem or other issues that lead to melted or burned parts in your TV, I encourage you file an incident report with the Consumer Product Safety Commission.

I had my own problems with a KDF-55WF655 purchased in 12/2004. It developed the blue haze problem in 2007. Sony replaced my optical block under a warranty extension and promised at the time that the part had been redesigned to eliminate the defects. However, the blue haze returned in 2009 on my replacement optical block, and Sony refused to cover it, even though they now acknowledge that the part had not, in fact, been redesigned, but rather had just been refurbished to the original specifications. I recently had a small claims trial with Sony and am currently awaiting a judgment in the mail.

Andrew of Burlington, NJ November 9, 2009

More than a year ago, my TV developed a problem. It started to get a blue streak across the bottom of my screen. I let it go, figuring I need a new bulb. So then I got a new bulb, over 100 dollars. I wasn't pleased about the cost. So I waited a few months to replace it, knowing it would probably get worse I had a stroke in Nov. of last year and was hospitalized and recovering at my nieces house. I finally got home in Jan. A few weeks ago, I felt like I could replace the bulb. I have little use of my right hand, but it is improving. It had some dust in there, Which I cleaned up. ( I am a electronic technician ) It didn't work, so the blue streak and type of burn in it stayed. I felt the warranty wasn't covered because of the time I waited.

But I researched it on the Internet by typing in (blue streak on bottom of my SONY TV MODEL KDF-E42A10). I was informed that many owners of that TV, an LCD Projection, was involved, with that very same problem. And I found it, that it was a Optimal Block problem. The cost to repair it is about a 1200. So I then called Sony. After many calls, I was told to call a technician at QUALXSERF, for a technical to verify the problem. For over 100 dollars, it was verified to be an Optical Block problem. So I called Sony back again. They would replace it with a Sony KDL-40V5100. For me paying 575 in exchanged for it. The TV was listed buy Sony as 1299. So I went on BestBuy, where it was listed at 949. So I would get a smaller size TV, and expecting to pay more for it. I then called Sony back. I suggested that they replace my TV, for a KDL-40XBR9 . Smaller size, but I said I could send in my 575 for it. They told me that the KDL-40V5100 was the only exchange for it. They told me I would REMOVE the serial number off the back of my TV, and send it back to Sony for the exchange to be made.

I just found out, from many online discussions, how to the the hours on my TV. I have 10150 hour on it. Way shy of the 60000 hours it should have gotten. That's the amount of hours Sony is responsible for coverage. Consumer Affair being notified of my TV, I found numerous Optical Block problems reported. They were listed my TV Model KDF-42A10, plus many other types of models. The Sony LCD Projection TV, I was told by the technician from QUALXSERF, wasn't made any more. Obviously poor design, and weren't made to last about one to two years, without any problems, Way too numerous. I paid well over 2000 for it, with a life time so short!!! I will no longer purchase any Sony TV, and I recommend everyone else to do the same.

David of Clarksburg, WV November 9, 2009

I bought a KDF50WE655 July 14, 2005. I was happy with the TV for a long time. After a couple of years, I started noticing what looked like purplish finger prints growing across my screen. I blamed the kids for touching the screen, but they said they didn't. The spots kept growing but I was still able to watch the TV without too much annoyance, but it was getting worse. This past July, my bulb went out for the first time. I got on the internet to find a new bulb and decided to research the picture issues. I went to ecoustics.com message board and was amazed at what I saw. SHAME ON YOU SONY!!!!!

I was never notified of an extended warranty on the optical block, even though I registered my TV. On July 31, 2009, I called Sony's Customer Service and they told me the warranty for the optical block has been extended and they would contact me to take care of it. Great I thought! I was busy, so I gave them until August 28, 2009 until I called them back and spoke with "Fred". I gave them the reference number they gave me. It was for another person with a computer problem, not me. The Sony representative flat out lied to me. I was mad when "Fred" told me the warranty ended December 31, 2008 and I missed it. He gave me a new reference #. I was told the same crap...get an authorized technician to diagnose the problem and they would discuss options later. I told them no way unless they paid for the technician. They would not. I am ready to join a class action law suit, however I live in West Virginia.

mike of bristol, WI November 7, 2009

have the same problem as many others with my tv. blue dots blue haze. called cutomer service three days ago 11/03 and told that they would contact me in two days. no call. gave me a number ref. #E42723099 i own a small business and if treated people like they are doing i would not have a business

how can they get away with this. we are not asking for anything more than to fix or replace the tv. there is a problem as you can see by the number of people complaning. the tv was never made correctly and something needs to be done. 4200.00 for a defective tv Model # KDF55WF655 bought around 1/10/ 2005

Karen of St. Clair Shores, MI November 1, 2009

I purchased a 50" Sony Grand Wega TV approximately 2-1/2 years ago, model number #KDF-E50A10. Just started noticing a blue "blurb/line" across the bottom center of the screen. Also, the TV won't stay "on". Upon pressing the power button, the TV will go on for maybe a second or two and then shut right off. Upon calling Sony, I was told there was nothing they could do and that I needed a service call. I informed the customer service representative that I noted on numerous websites that both of these issues appear to be very common problems with this model TV and that I felt Sony should pay for the service call and repair, anticipating (from similar Sony customer complaints I saw) a very expensive (over 1000) repair. I

mentioned to her the class action suit in California I read about for this exact same problem on another Sony Wega model TV. At this point, she then admitted knowing of this problem on other Sony TV's but not my model. I've read numerous other customer complaints regarding the same issue on the same model TV I own, and I believe Sony should pay the repair charges. I've always respected the Sony name, but, if this is the quality of merchandise and customer service follow up that one can expect, I would definitely not spend the money to fix this set but rather purchase a new television from a different manufacturer. Sony should know that customer service is EVERYTHING, especially in this economy. If Sony wants to keep their customers loyal, then they need to take care of them and give us a reason to be loyal to them.

Frank of Vaughan, ON October 28, 2009

I purchased a 50 inch Grand wega TV about 5 - 6 years ago and about 3 weeks ago I found out that my particular model had a defect. The defect was that the cover for the bulb in the set was melting due to extreme heat. I have replaced the bulb on my set at least 6 times in the time I have had the television. When I called Sony to see if they had a part, they told me that they didn't and that my set was one of the models which had this defect and wanted me to take pictures of the Cover and the back of the set with the serial number and then email it to them to see what they would be prepared to do.

Sony sent me a letter today telling me that there is no way my set can be fixed and that they were willing to replace the one I have now with a 52" Sony Bravia for a cost of 791.00. I told the rep, that when I purchased the set I bought two of them and spent close to 11,000.00 for the both of them and that I feel that they should take full responsibility for producing a defective product and that I should not have to pay anything for the replacement. They told me that this was their best and final offer and the only thing he was willing to do extra was throw in an additional 2 years extended warranty. I still feel that I am getting the short end of the stick and unfortunately Sony is not willing to do anything more. I await your response.

Diane of Fort Lauderdale, FL October 23, 2009

I purchased an LCD TV in March 2008. A few weeks ago we were having picture problems. When we turn it on the right side of the TV is darker with red hues. There is also shadowing on any moving picture. I called Sony and complained saying that a TV that is a year and a half old should not have picture issues. This was a 2800 TV. So they were not helpful at all. I have searched issues over the internet and have found several other instances of the same picture issue - with TV's less than 2 years old. Sony told me all they could do is ask a Sony service tech come out and diagnose the issue. He came out and told us that the issue is with the picture board. The cost to fix this is 2000. This is almost the price of a new TV. Sony should realize they have a defect in their product and should fix something like this even though the warranty expired. Actually they should have a recall.

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