Sony has responded to consumer complaints regarding it SXRD rear projectors. This issue has required the replacement of the “optical block, which contain the imagers within its light engine . This has been an expensive “out-of-warranty” replacement. Sony’s website now states
“As part of the Sony commitment to quality, Sony is announcing that it is extending the limited warranty (parts and labor), in the United States, on the optical block of KDS-R50XBR1 and KDS-R60XBR1 model SXRD Televisions until October 31, 2008, regardless of purchase date. This extended warranty does not apply to replaceable projection lamp and other parts that may be used in the televisions. All other terms of the Sony limited warranty continue to apply. Sony utilizes a network of hundreds of qualified independent third-party servicers to perform in-home television warranty service. Sony, through its authorized servicer network, will endeavor to repair your set within 30 days of your first contact. For diagnosis, warranty service, or if you are not provided a repair within 30 days, please contact Sony at 866-850-8674.In addition, Sony is announcing that for any owner of a KDS-R50XBR1 or KDS-R60XBR1 model television who paid out-of pocket expenses on or before May 1, 2007 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 labor 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 December 31, 2007. See the claim form for complete terms and conditions.”
Covered Models
* KDS-R50XBR1
* KDS-R60XBR1
For more information go to http://esupport.sony.com/US/perl/news-item.pl?
mdl=KDSR60XBR1&news_id=185
Problems have been noted by a number of consumers refered to as Yellow Blobs or stains in the image. There is a pending class action lawsuit against Sony regarding this issue.
BobH – I went to BestBuy and loved the sleekness of the 52EX700 – so I went with that. I bought my dad matching XBR1′s 4 years ago and I think he is going with the 55″ :)
JBM
For the money I am perfectly happy with my 55EX500. Audio and video are both excellent. Watching Am Idol last night cranked audio up during a song to 87 out of 99 and had excellent sound quality and zero speaker rattle/vibration. Pretty good for a TV.
BoBH
Today here is what I was offered:
46″ $160 KDL 46NX700
52″ $325 KDL EX700
55″ $225 KDL EX500
Any input on what I should choose or ask for?
Hi All – Glad I am not alone here – the whole right side of my KDS-R50XBR1 has recently turned a yellowish-green on the whole right quarter of my once beautiful screen.
I have a couple of questions for you who have had success:
1) What is the most direct email email to get an immediate response
2) What are the best #’s to call to have immediate action and an offer (hopefully) for a replacement TV
3) Any other pointers would be helpful.
THANKS!
As for Canadian customers. Sony has offered a replacement (60EX500 for $750 delivered) for my KDS-60A2000. I only needed to send in a photo or two.
As a suggestion for illustrating the problem, try viewing a B&W movie to see if its grey scale or sepia. My SXRD was slowing going yellow, and no amount of white balance or color adjustment could save it. I personally prefer the LCOS technology over an LCD any day.
But given the choices, the replacement LCD is better than having a repeat of the same issue though OB replacement. Now the kids have a 60″ game console, and I have another TV :-)
Bait-n-switch is nothing new. Same problem back in late January with 52XBR9 vs. 52VE5 as compensation for 60XBR1. Several others experienced same during this timeframe. After agreeing, providing all requested info, and paying for the XBR9, with all verifying emails too, wrote letter to Executive Committee and SONY CEO; but still had to settle for the VE5. Was told basically take it or leave it. Overall, thought since I was outside the manufacturer’s warranty it was still a good deal – something better than nothing. Received the VE5 and the sound quality was way-weak! Complained to SONY National Customer Service and was provided an “in-house” trade for the 55EX501 for same $275 as VE5. Totally happy with both video and sound quality of the 55EX501.
Since grren haze was just starting and TV worked perfectly otherwise, have donated the 60XBR1 to Goodwill for tax write-off for some redeeming value. Since average life of TV is 10 years (stated on web), consider dividing purchase price by ten, then multiple by years remaining to ten from purchase date for value of item donated for tax deduction.
My new 55EX501 is on a truck and on it’s way. Tried to upgrade to the HX but they weren’t having it :(
@Steve, I’m in Orlando FL so unless you are planning on driving down here any time soon, I’ll have to pass.
Salisbury, North Carolina
@Steve, Where do you live? I’ll take the TV if you live close.
Continuation from my post above.
I received an email from Sony providing 3 different models to pick as a trade for my messed-up TV. I then called the Sony rep. and informed him that I will take the trade and picked the 52EX700 for $570. I have to send them a picture of my 60XB1 plus peel the sticker with the Ser. # from the back of the TV and tape it on to a piece of paper and write the case #, model & ser. # and mail all to Sony Electronics. Then, they said, will send me the new TV. I had to provide them with a credit card # but said they wouldn’t charge the card until they ship the TV to my home.
anyone want a 60xbr1. It has a yellow hue and anything white is kinda yellow. I recieved my 46ex700 today and now have no need for this broken tv.
that one is bulky, I like the 52ex700 better, I will try to talk to them about giving me the 52 for the 370 not 570 if not, then I ll take the 46ex700 free and call it a day
I was just speaking to a Sony rep. [239-768-7547] about the greenish tint on my KDS-R60XBR1 and he informed me that according to the symptoms that I had discribed to him I had to call my local technician and have the problem repaired under my own expense. I informed him that I was a loyal Sony customer for my years and that this problem was inherited by this TV since day one and that the optical block is still under warranty up to June 2010. He then made an about face and offered to replace my set with any of 3 different size, brand new, TVs with one of them being “Model KDL-55EX501″ and that I will get more info in 3 days via email. I inputted the model number into the Sony web site so I can get some info on this TV but tells me that this model dosen’t exist but when I switched the 1 in the KDL-55EX501 to a 0, making it 500 instead of 501, it registered and gave me the specifics of this model which were very impressive. I will have to pay $375 if I decide to make the switch which isn’t a bad deal. I will keep you all posted as to what happens next and hope that they don’t give me the run around.
Sony sent a repair tech out to my house on 4-29-10 and replaced the optical block in my KDS-60A2000. Works for now, but I’m sure it’s only a matter of time till it goes green again. And I’m sure the repair won’t be covered when it does go out.
Can any Canadian SXRD owners please comment on their recent handling by Sony Canada regarding this issue. Is Sony holding to the “optical block” replacement per the October 23rd, 2009 Notice or are we (perhaps with some insisting) receiving similar offers for a replacement TV at a discount as has been reported by a number US owners in earlier posts. My KDS-60XBR2 went green hue” after 2 years & 2 months of service (a month ago) and I have had enough, tipping point for me was the NHL playoffs(not fun watching with green ice). I plan on calling Sony but wanted to get some intel from others in Canada who have or are going thru the same process to remedy this disappointing situation.I have a Sony authorized service tech coming over this week to confirm what I already know,have taken several different pictures of the screen and recently went thru this with Panasonic Canada in January on a defective CCD in my camcorder which was warrantied and repaired at their expense well after warranty had expired.In this case like Sony, component failure was well documented and acknowledged, it did take getting to the right person on the 3rd attempt and persistence but Panasonic stood up to the bar and acted as a solid corporate citizen, I truly hope Sony does the same in our case. I guess I am saying that I would like to have the option for a replacement 55HX701 because of the risk of “repeat failure of the replacement optical block”.
Thx.
@SamWorth
Yeah… I put 4 pictures in the letter to them and put notes/arrows on each picture to help highlight the issue. Try using the memory stick viewing page to show the problem (it has a gray background). That one seemed to work the best for me.
RichW. so it looks like they accepted your pics despite your description of it being not that noticeable in the pics compared to in-person. I might go ahead and call them too, then. It looks like the offers just keep getting worse.
My 60XBR1 started several months ago with flesh tones looking green and recently changed to the whole screen having a green tint. I called yesterday and no fix was offered but was offered the same 3 sets as most of you.
KDL52ex701 for $570 plus tax
KDL55ex501 for $370 plus tax
KDL46ex700 for free
I only paid $2500 for my 60 in june 2006 on a monster sale price! So I don’t feel quite as bad as those of you that paid $5K. I chose the 55ex501. Sending my pictures in tomorrow and I hope they don’t bait and switch on me!! Maybe I will wait a couple days and call about trying to get the HX701.
KDS 55A2020 bought June-’07 from Circuit City
Spoke with Sony today on my hulk green tv. No replacements but they are sending Sony authorized repair to replace optical block at their expense.
Didnt need receipt and was told this model’s warranty has been extended to June of 2010 for authorized repairs. Repair service had a work order and I got a call from them within 10 minutes of hanging up with Sony. According to them the new optical blocks for this TV is better than original and they have not had to do any secondary repairs out of several hundred they had fixed. I hope so!!!!
Anyone have any info regarding how much longer Sony is going to continue the discount purchase program?
SONY is probably BREAKING THE LAW by agreeing to a deal and then doing a BAIT AND SWITCH.
I had the same thing happen to me – after waiting 8 weeks for a 2010 model I was told would be available they finally tell me – no just these sets. I agree to the 55HX701 send in both back label and pictures – when I call to find out status after 2 weeks of nothing I then am asked to give them credit card – they then tell me unavailable. I ask for supervisor who comes back and says – we do have a few left. They take my CC number and say it will ship within 2 weeks – expect a call.
A week later its bait and switch time – get a call – set no longer available. I ask for supervisor, refuse deal and ask how they will not send the TV they contracted to sell me and for which I have already been charged. No answer as this person was who knows where. I am told (and had read) that appeal is to the executve committee so I sent a letter. Get a call 3 days later but same offer made from them – telling me this did go to the executive committee but they are not willing to do anything more. I was told I’d get a written response and ask for it – she tells me they won’t send anything to me – all the information is documented in my file. I say then send me a copy of my file – she says she can’t do that.
Is there a lawyer in the house???
This is beyoned the lass action issue now – this is bait and wswitch and it is eing done repeatedly as I can see from this blog alone.
How many others out there were bait and switched and threatened – if you don’t take this – you may get nothing!!
I just got of the phone, Here is what I got
KDL52ex701 for $570 plus tax
KDL55ex501 for $370 plus tax
KDL46ex700 for free
He said those change weekly and to call in a week, I asked politely about the 55hx701 and he said is discountinued I said, no it is not and I see some people are getting it, he laughed and mentioned that he know its the best tv to offer as he had one preovious request this morning, so I told him ” Oh so you know its the best, and you did not offer me that. His reply with a light laugingh voice said that now they offer the Nx series which are the best and when I call back I should ask about that and also ask again bour the 55hx701. What you guys think?
First of all this site is great!!!!!!!!!! Treamondous info!!!!!
I have the XBR60 inch and for a long time few months now it has the green haze effect, I thought it was something with colors and did not realize it until few weeks passed and it is getting worse!!! What should I do? I love this TV, there is something about it. I will call sony and see what they will say, as I see some had different results
No word Tman. I will keep you posted.
Hey Hark H,
I know it has not been very long but have you heard anything from Sony since posting your event number on this site? Based on my dealings with Sony so far on this issue, my guess would be that you have not heard anything. Being the optimistic type, I am hoping for the best though.
Also, thanks to both Rich W and JC for your condolences. To think that I met all of Sony’s requirements and jumped through all of Sony’s hoops only to have them rescind their original offer is brutally aggravating. My KDF55WF655 is now getting worse after less than five years of use. As much as I enjoy Sony products, this customer service nightmare may cause me to not purchase anything else that has a Sony emblem on it. I am not even so upset about the optical block design flaw. I understand that things like this are going to happen from time to time. It is Sony’s method of dealing with the problem that is causing my heartache. Grrrrrr.
Hey Everyone.
Like JC, I am really sorry to hear so many of you are having troubles. Here is an update on my situation: I originally called Sony on 04/01/10 regarding my 60XBR1 and the yellow stains (see my posts above). They offered me the 55HX701 for $550. I accepted the offer on 04/05/10, mailed the s/n label and pictures to them on 04/09/10, and got a confirmation that the TV had shipped on 04/20/10. I looked at the DB Schenker website and found that the TV had actually shipped on 04/16/10 and was ready for delivery. I called them to schedule the delivery, and they delivered the TV on 04/23/10.
I am watching it as I type this and I have to say I am very happy with the deal Sony gave me in this situation. I’m sorry some of you are having trouble getting the HX701. But, I just wanted you to know that I was able to get one this month. Good luck.
I’m sorry to hear that some of you guys are having trouble with Sony. I was getting a greenish/yellow tinge on my sxrd 50. I called April 5, accepted the offer for the 55hx701, sent my pic and serial sticker, and had the tv two weeks later. Of course, I’m very happy with the outcome, but it would be nice if SONY was more consistent in their handling of this issue.
The same astounding thing happened to me. I contracted with Sony to pay $550 for the 55HX701 (retail $2700) amounting to a $2150 discount. I have emails confirming my acceptance of their offer and promising delivery. They called a day later to say they had run out, but could provide me with the 52EX701 (retail $2000) for the same $550, amounting to a $1450 discount.
After struggling to reach the highest levels of national customer support, I expressed disbelief that they would refuse to honor their legal commitment based on an internal decision not to “allocate” more 55HX701 sets to the program, but insisted that they at least honor their commitment to provide me with a $2150 discount on any television.
The representative seemed to understand the logic and promised to see what she could do. She called back four hours later to say that Sony would do nothing more than offer the same $1450 discount on the 52EX701 and require me to pay the $550. I asked what she thought of that decision, and she said that she could only speak as a Sony representative, and could not provide her personal view. I thanked her for trying (unsuccessfully) to change the position of this multinational company that will not honor its own written commitments.
If Sony wishes to do the right thing and monitors this forum, my event number is E45114316, and I would appreciate hearing back from you. In the meanwhile, for those out there, please advise as to what you think I should do!
Thanks
Mark
Thanks dbc,
Please let me know what you hear. My situation just went even further downhill.
I called Sony back tonight and was again told that the KDL 55HX701 was not available. I was then quoted prices on four available models, three from the first offer and an additional one. Are you ready for this??? THE PRICE FOR THE THREE MODELS IN THEIR ORIGINAL QUOTE IS NOW HIGHER THAN WHEN I FIRST CALLED! When I asked about the discrepancy, I was told that the original offer was only good for one week and since a week’s time had passed from my original call, they would not honor those prices.
So here is how this is apparently playing out. I called and was quoted a price for the 55HX701 and three other models; I accepted the 55HX701 offer; Two weeks later I am told that the 55HX701 is no longer an option; If I want one of the other three models listed in the original offer I will now have to pay a higher price because more than a week has passed and that offer is no longer valid. OUTRAGEOUS!!!
Do the powers at Sony ever monitor these boards and see how some of their personnel are representing their company??? I have always considered myself a “Sony Guy†and the vast majority of my purchased electronics (and thus my disposable income for that matter) has the Sony emblem on it. Do they just not get it?
End of rant.
Tman,
they did the same thing to me. I sent my sticker in for the 55hx701 in march. They received it march 27. They waited until April 8th to charge my credit card. Then yesterday, 21st, i get a call telling me the Hx701 is no longer available. I talked to several layers of customer service today and the last guy, John said he would look into it and call me back. I have not been called back as of 7:00 pm.
Great site and great info!!! Help me out here guys. My Sony KDF55WF655 started showing optical block failure signs. Thanks to this site and others, I learned about the discounts Sony was offering to help mitigate my dissatisfaction. I called Sony and was offered discounts on three EX models and a KDL55HX701 for $950. I had absolutely no interest in the EX models so I opted for the KDL55HX701, gave them my credit card number and went through the process of removing the tag, taking the photos and sending it to Sony in Fort Myers Florida. This was two weeks ago. My USPS return slip shows that they received my photos and tag on 04-14-10. Today I get a call from Sony – Fort Myers and I was told that HX (or NX for that matter) is no longer available and I still had my choice of the three EX models. I told the caller that the HX models were clearly still available as I could order them on-line from several different retailers. I was told that while still available for resale, the HX was now not available as part of the replacement program. The guy was apologetic and sounded like he was in a tight spot but would (or could) not do anything to satisfy me. I asked to speak to his supervisor and he stated that there was nothing a supervisor could do and he would not provide a supervisor name for me. The call ended with me asking him to have a supervisor call me back and he stated that there were no guarantees that this would happen.
Here are my questions. Has anyone else run into this after the offer has already been made by Sony? Has anyone been offered or received an HX or NX model in the last week or so? The paranoid side of me is sensing the ol’ bait-N-switch. Does anyone have any recommendations?
Thanks!!!
Tman
I had the dreaded green blob on my Sony XBR60 purchased in 2005.
Thankfully due reading this website I called Sony about 2 weeks ago.
I was not angry with the rep but explained I am a long time Sony fan etc.
and had the green tint problem.
The rep said it was the optical block, and I asked did they have any remedy or offers to resolve problem. They offered 3 tvs, 50″, 55″ or free 46″
I had one week to accept offer. I took the 55″. After sending picture of “green” tint, and serial # from back of TV they accepted my claim, and I just recieved my brand new Bravia 55″….all in less than 2 weeks!
I know some of you are angry, I was too, but sometimes that is the price for new technology in a highly fast moving industry. I had to pay Sony 350$ for new TV, but since I bought SXRD for $2800, on-line, $1200 under retail, I look at the bright side, I got a new TV for hopefully another3-5 years. By then there will be another new technology that we will crave.
By the way, the Sony reps were really helpful and freindly. I was freindly vs. angry towards them, I think that goes along way.
I am pissed.
Sony has promised me a 55hx701. They called today and are back-pedalling. They offered me other options but they are lower grade TV’s with higher prices.
I was warned this would happen and I blew it off, shame on me.
oh and i didnt bother with that 800 or 866 customer service # i called the 239-768-7547 number i think they might know more about what is going on than the customer service number….
JD…. i have the same tv i called about a week ago and they had discounted prices or a free one but they did ask me for pics… and the serial number sticker on the back of the television
My 4 year old KDS-R60XBR1 is starting to show the green tinge. Is Sony demanding pics and/or a tech evaluation for the LCD offers posted above?
Called Sony for the first time today and told them that my KDS-60A2000 has the green haze. They are sending a tech out to my house on their dime. If it turns out to be the optical block they will replace it for free. I called 888-993-7669. Hope this helps.
Sony referred us to a local company for service and it’s $110 just to have someone come out and assess it. We are thinking of selling it for a cheap price….it could be useful to someone who knows how to fix televisions. Hopefully we can take the money, add some to it, and get a better brand! It just really frustrates me that my model has been known to have all these problems! The OB had issues…how do I know there aren’t other parts with issues!
Called Sony today, first time I called them. I have the green hue issue, makes watching anything
white unbearable.
I purchased the TV in Spring 2007, they are offering to have a repair service come out, verify the problem and than replace the optical block with Sony picking up the bill. No offers of replacement tvs at discounted prices nor the $925 offer towards a Sony purchase. I have the KDS 50A2000 set.
I am on the fence, it would be great to get the set working again, but with the optical block failing in ~ 2 years if this fix only lasts that long I will have only gotten 5 years out of the TV.
Another Brian,
Tearing down the TV isn’t too difficult. You have to be very careful though. there are a lot of tiny components that can break. The first time taking the TV a part took me 2-3 hours. Here is the link:
http://www.avsforum.com/avs-vb/showthread.php?p=17464028#post17464028
Brian,
Was the OB hard to install?
My (R60XBR1) screen has had an overall yellow tint for several months now. I called Sony, and they want me to have a tech come look at it first. I don’t have the money to have a repair dude come out and say, “Yup, its the optical block”, and then be given a less than stellar option from Sony, and shell out more money. I would rather just replace the OB myself.
Thoughts?
I agree with you Patricia. We purchased the R60XBR1 a little less than 4 years ago. Approximately 2 years after we purchased the set a power supply went out and about a week later the bulb. The power supply thankfully was still under warranty at the time, only due to the fact that the Sony dealer in our area extends the warranty to 2 years. Now I am starting to see why. But had to shell out $250 plus labor for the replacement bulb a week later. About a year and a half ago also replaced the OB. Six months ago one of the fans went out, $35 fan, $250 labor and last week the bulb again. And to add to all of this the representative for local Sony repair said that they have been seeing repeat calls on OB replacements. We spent $3300 for the set and nearly $1000 for the replacement bulbs and fans. Someone mentioned calling Sony’s Manager of National Service Support, Peggy French @ 239-768-7588. I will be giving her a call today and writing Sir Howard Stringer, Sony’s Chairman and CEO to express my thoughts on this product. It will certainly be the last Sony product I purchase!!!!
Does anyone know of any other class action suits filed??? We replace the OB about a year and a half ago, a bulb 4 months ago, and yesterday the tv stopped working again! The standby light will blink green several times and then goes red! It’s so frustrating that we spent over $3000 for this tv and we have had this many problems! It’s only 4 years old and we don’t even use it everyday!!!! What a rip off! When you call tech support the person barely speaks English! I will never, ever buy another Sony product!
talked with tri-statue and they told me that they were having a few issues with replacement filters. I sent back the optical block this morning for repair. Hope for the best.
Tonight I installed the block that I received from tri-statue and the TV IS STILL YELLOW. I am going to call them first thing tomorrow morning. I dont know of any other reason for the TV being yellow. do you guys have any idea?
Hey Brian !
how much did you get the OB for?
..and do you have a website where i could check the company that makes them?
Congras on your tv, I was not sucefull with Sony and they never wanted me to get the 55HX701, call in 5 different occassions and i got slapped around each and every time, trust me I talked nice, i talked firmly, i made accusations, i begged LOL…yet Sony did not give a Crap.
I been a Sony customer all my life, but the most expensive product that i have ever purchased from them was the 60XBR1 tv and it was a P.O.S. VERY DISSAPOINTED!
i will do my reserches omn what company offers me the best products and go with them from now on maybe Samsung,LG,Vizio, I do not know but somebody that at least has a good background check on customer service relations and that took care of their faulty items.
Anyway next step for me will be to try to fix my 60XBR1 tv (I love that tv) with a new OB, If anybody has any suggestions on a brand or specific model of OB to purchased and had fix the problem could you please share it with us ?
thank you
I received my SONY 55HX701 & my repaired optical block today from tri-state. The 55HX701 is a beauty! Picture quality is amazing. I am enjoying the TV very much. I still love my 60XBR1, there is something about that TV I can’t explain.
I will install the optical block tomorrow night and let you guys know how it turned out. In the end I am still a loyal SONY fan boy. After 15 years of only buying SONY electronics they have done right by me.
Thank You SONY
oh…. they did ask for me to mail in the sticker with moder number eand serial number plus a picture
hello everyone i just wanted to say thanks for everyones insight and blogs… if i did not come along this sight i would have never known what to do with my r60xbr1… i just wanted to inform you all of what they offered me so you know that they are still offering to replace the television… i thought it was to late but thank god it was not…
kdl 46ex700 free
kdl 55ex700 $350 plus local taxes
i hope this helps someone like your blogs helped me and again thanks…