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.
is the KDL-52NX800 3D Ready or capable????
My replacement of the replacement arrived today (KDL 52NX800). It looks real good and the wifi is really good. I have Netflix and it works great with that. It is a 52″ but looks smaller than the 50″ it will replace. All the people I talked to were real nice and have been very helpful.
Now the problem is what do I do with the old 50″?
Hi. I have a kds r60xbr1 & ihave the same problem yellow screen, and i called the sony # who deal with the ob and the offered me a 46,52 & 55 but when i told them my adress in Puerto Rico they said they do not ship the tv here. Im dealing with sonypr to see what happen. Let you know soon.Thanks
It’s actually a KP-46WT500. Sorry!
Hi. Our TV just started getting a yellow/green streak and I decided to do a search for repairs and found this link. Does anybody know if the replacement offers are also good for a KD-46WT500? I didn’t see that model in this thread, so I wanted to check. It was manufactured in Feb03, so that might be a stretch. Any other thoughts on next steps for me? Thanks!
I have had the green screen issue for about 3 years now… I’ve had it in and paid for service out of pocket. It still does it. NOW, all of a sudden my 60XBR1 TV shuts down and the red power led light flashes 4 times. Is this part of the same issues that you all are having? What is our resolution to the problem?? PLEASE contact me if you know how I can get this issue taken care of LAmos6@comcast.net is my e-mail.
Thanks for all the posts. After viewing a greenish screen for several months and replacing the light in my KDS-R50XBR1 I did a Google search and found this site and for the first time learned about all the problems associated with this TV. Today I called the Sony Customer service number (239-768-7547) and explained the problem. The person on the other end tried to get me to power off the TV and restart it, and then asked that I adjust the color settings. Upon explaining to him that I knew that the problem was more severe than his proposed fix would solve, he then made me two offers: 1) he would recommend a Sony authorized service company to fix the problem at MY EXPENSE, or 2) they would replace the TV. He gave me the three replace models Sony was offering and told me that all the choices were FREE….. He gave me a “Reference” number and told me to go out and pick which replacement model I wanted, then call the special SXRD phone number (888-993-7669)to place my order. I went to Best Buy this afternoon and discovered that the 42″ and 55″ were low end models with not so great picture quality. I chose model KDL-52NX800 which I was told is Sony’s answer to Samsung and appears to be a much higher quality product with a good picture and features. Upon returning home, I called the toll free SXRD number and was immediately told that this TV was not FREE and I would have to pay $575 for this unit and that the only free model was the KDL-46EX700. The other choice was the KDL-55EX500 for $225. I raised hell that I had been told all the choices were free. I was told that these were the choices, take it or leave it. Seems like another Sony bait and switch as previously stated. Since I don’t want an inferior TV I opted to pay the $575 under protest. I told the call taker that I would not sign a release and was told I would not have to. I am hoping to sell my KDS-R50XBR1 (with full disclosure)and recoup some of what I am paying for the new unit.
Thanks again for everyone’s posts and bringing to light something that has been bothering me for several months.
Anybody offered a discount replacement offer for an A2000 Series tv? I have a KDS-60A2000 that is showing some of the issues listed above. Thanks
@KIM3
dont let them send a repairman!! demand a brand new tv, why are u going to accept a refurbish tv!!!!
Well I took delivery of the new TV but it will not power on. Sony is sending a local repairman 7/28/10. The story to be continued.
Sony has charged my credit card and now I am waiting for word on when it will be delivered. I will keep you posted.
I just had my optical block replaced on my almost four year old kds60a2000 yesterday July 23.I had the green tint issue last year I had the bulb replaced after three years that is when the green issue showed up and a year or longer before that they sent me a software upgrade I am glad I bought the five year warranty. I received a letter in the mail a few weeks ago from Sony about the law suit.
Hi does anybody know what offers are they offering now for the replacement tvs??, i had a 60xbr1…loved it while it lasted
I am so amazed reading through this website. For all of Sony’s notoriety, they seem to have fallen bad with this tv. I would like to know if there are still any lawsuits pending before I call for the yellow tinge on my sxdr? I believe the off coloring has led to migraines for me and my family. I didn’t even know this problem existed until last night, when I actually did research because the adjusting of the color settings was no longer doing anything. If anyone has any information, please let me know. Thanks to everyone who has posted. This is a goldmine of knowledge.
I want to thank this site for the help getting my 60 IN Lemon replaced. I was ready to give up because I was out of waranty . Called Sony ,At first they said sorry .Then I mentioned the class action law suit. He then offered me the three choses of Sony Tv,s I choose the 55EX500 for 225
Started the process on Mon July 5 and had the Tv delivered this afternoon July 16.
Thanks to everybody for you help
john
I was having a problem with the green hue on my 50″ Sony XBR and googled it hoping to come up with a fix. Instead I found this website which I am very grateful for. I called Sony and was given an “event number” after answering a few questions, mailed in my pic and serial number and received my new Sony 55EX500 yesterday for $225. plus tax. I am thinking of getting an extended warranty from Square Trade. Less than 2 weeks total time for this process. Fantastic and the new set looks wonderful! Thanks very much hdguru and all your contributors. I would have never known about this without you.
Thanks to this site I got my E number and am about to mail my stuff to Sony. I hope to get another TV soon.
Thanks to this site I received some compensation for my $3,800.00 investment in Sony technology.
Thanks to everbody who put pressure on Sony.
Like most folks I think Sony should have treated us better.
I received my discounted tv (52EX700) and I am not
happy that it is not 60″ and the picture is not as good as my properly working 60″R60XBR1
Like lots of other folks I will not be buying
Sony in the future.
@Bryan i’ll see u in a couple of months talking smack about the tech-guy, unfortunatelly the OB wont last, hope to be wrong but i have read of many cases like yours.
Q: Is the NX800 3D ready? or capable?
SXRD 50A2000
So, the tech came out and replaced my optical block.
TV looks spectacular again. I forgot how beautiful these systems are when they are running correctly.
The tech was a great guy and not affliated directly to Sony. He was a WEALTH of information.
He has done nearly 2000 OB replacements for these TVs. From what he told me, in normal household use the, the heat inside the units were causing the blue light chip to warp/distort thus making the colors off. The new OB are redesigned and have a much higher threshold to heat.
He truly seemed 100% honest and was a no B.S. type of guy.
He loves the sxrd systems as their quality is top of the line (I agree there!).
He genuinely seemed to believe that the new OB is a fix for the issue.
Anyone else heard the same?
This is what I was offered this morning. I really want them to offer me the 60″ EX500 but I’m inclined to take what I can get at this point. Any ideas???
Keith
“Thank you for contacting the Sony Exchange Dept.,
As discussed, we provided you an offer to replace your television.
KDL52NX800 $575.00 + local sales tax
KDL55EX500 $225.00 + local sales tax
KDL46NX700 $160.00 + local sales tax
If you decide to accept the offer, please contact Sony at 888-993-7669 within 1
week.
Upon your acceptance of the offer, you will need to confirm your ship to address
by phone and provide a credit card number. Please review your address as this
will be the delivery location. ”
In consideration for Sony making and you accepting this offer, you agree to
release and hold harmless Sony Electronics Inc., and its affiliates, officers
and directors from any and all claims for damages, loss, cost, expense or
liability both known and unknown, which you may have incurred in connection with
your television.
I actually was just sent an e-mail that my order was processed and the television is being shipped. Despite not being given the street number for the address and following the phone representative’s instructions (which were different from the follow up e-mail directions), my letter made it to Sony and they were satisfied. Looks like I am all good now. I just need to receive the new television now.
@Michael
If i were you i would star calling NOW! As far as i am concerned offeres are good until end of June so Michael you do not want to be caught up in the middle of “I sent it on time “argument”.
Call them NOW.
Now if anybody got a better deal for the
KDL-52NX800 for 575+tax (lower price or better tv) please let us know since most of us want to really make our moneys worth since also most of us payed 5K for such tv’s. If so please post your E NUMBER, this way we have a reference point to argue with SONY’s representatives.
Thank you!
Chris, they admitted right away that there was an issue so it was not a confrontational call. However, when the representative called me back, he gave me a insufficient address and instructions for what I needed to do. I didn’t realize this until after I had mailed the information to them and they sent me a followup e-mail explaining things. I have been waiting for the letter I mailed to be returned to me, but it hasn’t come back yet. I am getting ready to call Sony about it.
We purchased the SXRD Sony KDS55A-2000 in August 2006. We purchased the 5yr. extended warranty too, Thank the Lord! The first lamp lasted exactly 3yrs. which is what is expected. We had that replaced in July 2009. In April 2010 the picture bcame awash with the greenish yellow tint. The repair company that the warranty covered told us to contact Sony. We did and after testy conversations and reminders of the action-class suit, they sent a qualified repairman out who replaced the optical block. That was two months ago. Now the lamp has gone out again, after less than a year. The 5yr warranty is still good, but what a piece of crap this touted Sony has been!
I’m in the same boat. My 60XBR1 SXRD just started having this issue now so I’m very interested in what happens as well.
@Michael…cool let me know how it goes.Did they hassel a lot for it?
Chris, thanks for your reply. I am going to call them in a minute and order the NX800. I have no idea how long the offer will continue, but I have a feeling it won’t be lasting too much longer.
thanks for your qick reply Michael!
Get the NX800 it has built in WIFI and 240Hz refresh rate and it has the new Monolithic screen!…your best option is NX800…hands down!!!!
I am glad that they are offering this option it is a much better tv that the ones offered before.
Does anybody know how long are this offers will stand…meaning SONY replacing and offering TVs in exchange????
Tks
I purchased my KDSR50XBR1 in June 2006. About a year ago, I noticed a part of the screen turning yellow. At first I thought that playing my Wii had burned an image into the screen. However, I figured out this was not the issue as more and more of the screen turned yellow over time. I then purchased a new projection bulb thinking that this was the issue. After replacing the bulb, the same yellow issue remained.
I recently discovered that this was an issue that many other people have had with this model. I e-mailed them my issue and was given a telephone number to call Sony (1-239-768-7547). I just called the number and found it non confrontational. The customer service rep admitted that they were having an issue with this model and offered me two options. The first option was for someone to come and repair my television (no price given) or to be sent a new television at a discounted price. The new televisions being offered were:
KDL52NX800 for $575 +tax
KDL55NX500 for $225 +tax
KDL46NX700 for $160 + tax
I was told that I needed to call (1-888-993-7669) with my reference number given to me within a week. I am thinking about purchasing the KDL52NX800 for $575 +tax. Does anyone have any input on this decision?
Chris, that is one of the options that Sony just offered me. I wonder if anyone went after thiss option and was able to talk them down on the price?
sorry meant to write KDL-NX800
I saw in other forums that they are offering the KDS-NX800 for $575+tax…anyone knows if this is true????
Ok so The shipping company deleivered the tv, I come home and I see the 55EX500 which I did not want, I wanted the 46ex700 which was free instead of the 300 ex500, I look at the label and it is not my name, hehahe I do not know what to do now. The label says SHIP TO: persons name, CT , so somebody in CT I think I ll have your tv, I do not know what to do, keep it, return it, call sony and give them hell and send me something better?
Um .. so i got the new 60″EX700 from Sony .. 3 weeks later it has a horrible green line down the middle of the tv , like dead pixels from top to bottom .. i can not believe this , i have never been so upset .. i go through all thiese issues with my 60″ XBR2 SXRD and now this
SXRD 50A2000.. going green on me.
purchased March 2007 at Circuit City.
Sony is sending tech out on Monday to replace optical block. We will see what that does.. Not a peep on any sort of trade. I am not happy. I mentioned that “This will probably happen again and it wont be covered.” Tech agreed with me. ugh.
Not sure if I should turn into one of those constant callers to Sony until they get me a trade offer or just ride the new optical block wave.
Does that actually resolve the issue???
-Bryan-
St. Petersburg, FL
Does anyone else have this problem…the tv is a KDS-60A2000 has picture but no sound. The A1 board has been replaced twice by Sony certified techs. After getting the tv back after 4 months and the second A1 board replaced,it worked for one day, the next day the same thing happened. Sony support asked if I checked my outlets??? My outlets are fine, what has that got to do with the continuing sound problem on the tv? I was just wondering if anyone else has had a similar problem with the sound?
My 2007 KDS-50A2020 just had its lamp replaced and then I noticed the screen slowly acquiring a yellow tint. The Best Buy Geek Squad knew exactly what was wrong when I callled. Thank goodness I bought an extended warranty from Best Buy, this optical block repair cost will easily justify the extended warranty cost. Now I know why Best Buy pushed the extended warranty on this TV. Looks like I’ll be getting and LCD TV sooner rather than later.
Ken .. Write them here .. forget calling them sonylistens@am.sony.com
Bought the SXRD KDS55A2020 in November 2007, replaced the lamp in October 2009, and as of February 2010 I have a yellow stain in the top left corner.
Called SONY today, and they offered only to replace the optical block at their cost, which they estimated to be $1200. I let them know I was concerned that I would be responsible for another $1200 repair down the road, and how disappointed I was that I was dealing with this much of a mess within 3 years of purchasing their product. There was no change to their position, which matches what I also read on the class action lawsuit settlement page of their support website. The same settlement indicates that if the thing breaks again they will send me a check for $250, which is probably about what it will cost to dispose of the thing in California.
Wow, I just thought it was our tv. I bought the 50XBR1 in Jan 06 for my husband for $3,600 and had to have the “engine light” (which I think is the same as the optical block) repaired in Dec, barely within the 1 year warranty. The yellow haze soon returned to the upper right area of the screen. We just lived with it, because by then it wasn’t under warranty and the repair costs were too much. A couple of weeks ago the lamp went out and we decided not to pay the $200 to have it replaced, since the picture was so bad anyway. I just found out that this is a known defect and that I missed the class action lawsuit. I have been reading many of your posts and want to do my homework before I call Sony. I’m a little worried that if I have to send in proof of the bad picture that I will have to spend the money to replace the lamp just to prove I have the yellow haze issue. Any advice from those of you that have had success with a replacement tv?
just got offered the KDL60EX500 for a total of $785.50 or the KDL60EX700 for a total of $1312.50 CAD. I am from Fort Vermilion,Alberta,Canada and the nearest repair shop for warranty is 9 hours south of me. Was told by Sony that it is my responsibility to get TV to repair shop if I opted not to take their offer of either TV. Just wondering if anybody knows if these tv’s are of a good quality or should I wait and see if they offer a better model? Have 5 year extended warranty through The Brick should i get TV fixed through them or just get the new tv.
Bonnie .. They say 2-3 weeks .. but mine was here in like 4-5 days .. they wont give you tracking randomly a rep from the shipping company will call you and set up a time
Thank you so much for this site. You have been a huge source of info on this issue.
Here’s my story…
I have the R50XBR1 approx 4 yrs. About a year ago the screen started turning green. It has gotten progressively worse. I went on line to find out about authorized dealers or how to get it fixed & found all about the whole OB problem.
I called Sony National Service Support at 239-768-7547. After explaining the problem I received the same offer as many of you.
46″ KDL-46NX700 $160
52″ KDL-52EX700 $325
55″ KDL-55EX500 $225
I asked about other models such as the 55-HX701 but they said its not available & wouldn’t consider it.
They gave me 1 wk to decide & then had to call another # as per the email they sent as follow up.
I went to Best Buy to check out the sets & the ex700 looks pretty darn good…especially because its not green!!
I called 888-993-7669 with the reference # they had previously given me. I was told I needed to send them the original sticker on a regular piece of paper w reference # on it and a hard copy picture of the screen (with the ref# written on another paper attached to the TV) Heres a tip on getting the sticker off _ I put clear packaging tape on it, rubbed it so it would stick & pulled the whole sticker off in 1 piece with no probs!!
They took my credit card info total was $347.75 (7% NJ tax) I think its a pain to have to get a hard copy of a pic of the screen when they know what the probs are with these TV sets. When I pointed this out to the guy I was told basically too bad this is what you need to get the replacement.
So Im off to take the pic & get it printed to send it snail mail. They said won’t charge my card till they receive the “evidence” & then would take 2-3 wks to ship…
So thats my story & will update when there is more to tell.
The whole thing is such a great pain in the ass considering what I paid for the TV & only had great picture for about 3 yrs!! They should be offering a replacement for nothing considering they know about the inherent flaw & have discontinued all rear projection TVs since…as have other manufacturers. Sony isn’t the only company having this prob.
Oh well I suppose $347.75 is a small price to pay for a brand new TV that is of of warranty & I don’t have the original receipt either !!
Thank you again!!!
SEE YA SONY!!!
SAY NO TO SONY.
I will never buy another Sony TV. Why sell a tv that has a defective part (that Sony knows is a design flaw). Then, offer another tv to replace it…with more money. I paid nearly $4000 for my 60″ sxrd xbr1 and they wanted me to pay them even more money to get a different tv. Shouldn’t they just send you a same size 60″ tv for free (since it was their fault it wasn’t showing a good picture in the first place)? I am totally going to a different brand forever. See ya Sony….
I really Want to Thank HDGURU for this post , i Came here to read the THX post because i read it on Engadget and i noticed the SONY Article on the side so i read it and did some research … As you can tell by my older post SONY gave me some pretty bad offers , But offers none the less , then came the Kicker …
I wrote them asking for a 60″ because thats what i would lose and the wrote back flat .. NO.
So i wrote 1 last time trying to explain my Sitution how i talked all my freinds and Family into buying high end Sony products and i felt like i was scammed .. And then i got the call .. I was offered the 60″ (KDL-60EX700) for $300+ Tax … i would have been more than happy to pay $1000 for it but they told me $300 .. i waited until today when it arrived to post this so as i was no Jinxed and Misled .. But it came today and i am just opening it as i type this …
So thank you sooo much for these Stories otherwise i would have been left out in the cold with a Busted XBR2 SXRD
My Faith in Sony has been restored Fully !!
Hello to all. Thanks so much for the great info on this page!!!! I had the first gen SXRD 50″, started getting the green screen. Called the Sony number from this page, got the same choice as shown above, chose the 52 for $325 plus tax. First rep was cooperative, but did not tell me the details, second rep told me of the pieces of paper you have to complete, i.e. one with the serial tag and reference number, one with reference number and picture of screen issue.
Started the process May 13, new tv arrived this morning!
Thank you again SO MUCH
JD: How did you get KDL-60EX700. Was it offered to you or did you haggle for it? Do you live in CAN or USA? How much did you pay for it?
My OB issue was with a KDS-R60XBR1 purchased in Jan ’06. I just received my replacement KDL-60EX700. Persistence and courteousness paid off. Thanks to all on this site and other sites such as AVS Forum for their valuable comments and contributions.
JD