(April 30, 2010) Recently, six HD Guru readers complained that Sony reneged on its offer to replace their defective SXRD rear projection HDTVs with a new 55″ KDL55HX701 for $550. Our original article (link) and comments attached to it explains the saga.
The SXRD owners claim Sony made a replacement offer, charged their credit card, waited until they received the mailed in serial number tag and then, days later, reneged on the original offer, instead offering a less expensive, smaller screen size substitute for the same $550, offered on a “take it or leave it” basis!
The replacement offer stems from a defect in Sony’s SXRD rear projectors that causes the screen’s image to turn yellow. Sony originally settled a series of class action lawsuits filed because of the defect, by extending the factory warranty and offering free replacement of the TVs “optical block” containing the troublesome SXRD chip.
However, SXRD owners continued to complain because the replacement “optical blocks” failed over time as well. It appears Sony never solved the inherent chip problem that caused the image yellowing in the first place. Sony withdrew all its SXRD rear projectors from the US market in early 2008.
We contacted a Sony representative and asked for an official response to readers’ charges that they were baited by a very generous replacement deal, and then switched to a less expensive TV, with Sony claiming that with the 55″ models no longer available, the original deal was off the table.
A Sony spokesperson says this is a misunderstanding and a misstatement of both fact and the companies intention to make good on its promise. The spokesperson claimed that due to the popularity of Sony’s 2010 Bravia flat panel LCD TVs, they continue to run out of their allocation of 55″ replacement sets. The spokesperson added that customers need to wait a few weeks for restocking inventories. Here is Sony’s official response.
“Sony is committed to delivering customer satisfaction. Please contact us at sonylistens@am.sony.com and we will be happy to discuss a satisfactory solution. ”
HD Guru asks all affected SXRD set owners to contact Sony as soon as possible to resolve their disputes and let us know what happened by commenting below to let our readers know if Sony is now providing a satisfactory solution.
Edited By Michael Fremer
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I contacted sony about my KDS55A2000 with green tint. I purchased it 2006 and paid 2500.00.I am now offered a 55” priced on their web site 1100.00 for 575.00 + tax. I have a 20 yr. old magnavox 300.00 still working. Sony represented this TV to last a very long time with an occasional bulb replacement.They by there standards say this TV is worth 600.00 today.I GOT 5 YRS SERVICE or 500.00 per year.I was told if I didn”t agree to the deal!!!!! within 7 days I would lose this option.Yesturday morning I agreed with a very sinking feeling.I own 2 newer sony 46” TVs cameras play stations mp3s hell all of our electronics are sony.I am now of the belief that SONY has gone cheap with the manufacturing of there products.I took there deal but I won”t forget.I have a lot of friends and a bit of persuasion.Help from sony or I quit!!!!!!!!!
Made contact with Sony and was offered three poor options..7 days to accept. Three days later I was blocked from getting any more help on my issues with the defective 2008 55″ KDS 55a3000 SXRD. What to do? Sony never even told me of this product built to fail.
I just worked with Sony on my 55″ SXRD tv issue that included a yellow tint to the picture. The offer I got was for a 55KDL500 for $300 or a 46″ model for $25. I took the $300 55″. Shame though that the picture on the new LCD is not as clear as the SXRD when working well.
Nicky and Mario, I contacted Sony this morning about my KDS-R50XBR1…green haze defect. They made me the same offer and selection of the 4 different television sets. I went on to the Sony Web page to look at each model and there is a picture of a brand new model and then a picture of a refurbished model at a much lower price. Now I am concerned that Sony is offering and charging us the refurbished television sets. I definately DO NOT want a refurbished set.
The optical block failed about 2 months ago on my 4 year old 60″ SXRD (KDS60A2000 – manufactured Sept. 2006 ). I just got off the phone with Sony…the offers are:
KDL-55EX710 for $225 plus local tax
KDL-55HX800 for $575 plus local tax
KDL-55NX810 for $660 plus local tax
KDL-46NX810 for $410 plus local tax
I want another 60″ to replace the defective one, not a 55″…..do I play hardball with Sony …any suggestions?? Do these offers sound good?
Have a KDS-R60XBR1 with optical block problem. Called Sony about two weeks ago. They provided an event # and asked that I provide a pic of the TV with the event number and the seriel number tag from the back of the tv. You must carefully remove it and tape it on the paper. I took a pic of the tv during a Ford commercial which has lots of white screen space which clearly shows the green halo. I’m now waiting for the 60EX700 LCD HDTV to be shipped ($325+tx). Thanks everyone for your posts.
I have the KDS-R60XBR1 which I purchased directly from Sony when the line was first released to the market. A $4,000 price tag… (Also multiple projector lamps that I’ve gone through at $250 each) I had the optical block replaced after a couple of years during the extended warranty period as a result of the class action suit against Sony. The picture has recently developed a yellow tint on the top half of the screen. It’s not exhibiting the heavy yellow blobs associated with the first malfunction, but I won’t be surprised if they don’t begin to appear. I just contacted Sony Support and will re-post with their offer to help.
My Sony TV model is : KP-46WT500 and the backround is yellow ..Do you think i can also get this kind of deal?
I just got off the phone with a rep earlier today. I have a KDS55-A2000. I was offered a 46 inch for free(don’t recall what model number) or a KDL-60×700 for $525. I am submitting the pictures and tag they wanted tomorrow morning. They said they would call for a credit card after approval of the serial number and a picture of the problem. I figure I will take the deal on the tv since I was planning on getting a new television anyways. Also found some info on cleaning and rebuilding the optical block which I may make an attempt at after recieving the new TV.
I am wondering if anyone recently is being offerred anything more than the 55″ HX701 for less than 825.00??? They are making it sund like I am getting a wonderful deal at 525. because they are taking off the price of my repairs. I am still paying 825 because I already paid the repairman! Every rep in Florida you speak to Pat, Adam or any of the others are stating that the price is firm, you got are getting a great deal. Well considering I had a top of the line 60″ Wega to begin with its not that great of a deal. Looks like I will end up having to eat it and cut my losses. Anyone else get any further in them offering anything else?
3 year old 70 inch XBR2 and I can only describe it as “pinkish purple. I paid $5,000 plus tax and I estimate our viewing time to be just under 6,000 hours on it. So much for Sony’s brochure that stated “countless hours”. Maybe it was a typo and they meant to say “Less Hours”.
Last correction:
We are really upset because we have 6 days to accept SONY’s offer and don’t want to BE coerced into accepting this offer (OUR KDS60A2000 TV manufacture’s date is 2006).
Sorry for the typos – I am really upset.
Correction again:
Yesterday After the Cable technician left, I contacted SONY’s support number and THEY offered to replace our 60 inch TV with a 55 inch tv plus a fee and local taxes.
Corrections:
Yesterday After the Cable technician left, I contacted their support number THEY offered to replace our 60 inch TV with a 55 inch tv plus a fee and local taxes.
we replaced our 32/36″ SONY CRT tv with a KDS-60A2000. The picture quality deteriorated over time. We even replaced our satellite provider because of it. Not until our currrent cable provider replaced their cable box did we realized the problem was the SONY TV. Yesterday After the Cable technician left, I contacted their support number and offer to replace my 60 inch TV with a 55 inch tv plus a fee and local taxes. My family is very upset that not only they seem to have deceived us, but not that they a a chance to make it right, they are offering us a smaller size TV. We are really upset because we have 6 days to accept the offer and don’t want to get coerced into accepting this offer (The TV manufacture date is 2006).
What really bother us, is we were never notified by SONY there was a defect with this product even though we registered it. That would had save us a lot of hassles.
my tv is a 2006 projector sony.didnt know anything about this until the last few days. we just replaced a lamp dor 120.00. and then a power board for 194.00 plus 75.00 just to look at it.got it back. picture is great but has a wide pink line across top. we bought sony by how it was rated in consumer guide. now we are told the extended warrenty ebded june gone. it seems to me this should have been a recall. we bought tv at best buy. we sent the card in to register.the only way we can get another 55in. is pay around 600.00 dif. we are now on a fixed income and not finacely able to pay any. so we either just forget it or take a 40 inch tv of nuch cheaper value. so dissapointed in sony .have talked to 2 different people. both tell me different things. dont know if i need to talk to attorney or not. dont want to but we have alot invested in a defected tv.any advice will be appreciated.
i have a Sony kf-e50a10 which has developed yellow background all over. All white images are yellowish. could it be the optical block? if it is where can i get one to buy? Thanks
I have owned a 60″ A2000 for approx. 3 1/2 years and have just recently had the optics replaced for the sixth time. I finally got fed up enough to contact Sony right before the fifth replacement and was told at the time that they would do nothing for me other than replace it again. After finding that the fifth optical block was bad right from the get go, I contacted them again. I expressed that aside from the incredible inconvenience and work time lost from having to constantly be home for the repairman, I was concerned that I would soon be out of any kind of warranty and be stuck with a tv that had never consistently worked right. They stated that they would get back to me within 72 hours. After a week had passed, I called again and was told that I would receive a call back in one business day. Four business days later, I called again. I was then told that they would contact me at an undetermined future time. When they finally did get back to me they wanted me to fax my original receipt to them so that they could then offer me some “great deals” on a new tv.
I still haven’t heard anything back from them after faxing my receipt several days ago, but I can’t help but expect to one day hear that they will be willing to SELL me a smaller, technically inferior in many aspects television for my troubles. How do the rest of you feel about being expected to PAY for a tv that is not the size you originally bought and not up to par in some technical aspects with the tv that you have already bought and has never worked quite right.
Suffice it to say that this experience has pretty much soured me to 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 !!
I sent in the serial on 4/7 and eventually received the TV on May 3, but my situation was unusual.
Once you send your Serial how long did it take to ship ? Thanks !
I would refer to the avsforum.com threads for information about specific models. The deals they offered you are more expensive than what I was offered for the same models (I was also offered several EX lines, but fortunately got the HX per my posts above). That may have to do with your current TV model, the date you called, internal Sony stuff, etc.
I agree with that HDGURU was likely helpful with this issue. However, my shipping receipt was April 27 – three days before HDGURU made this post (I’m assuming he posted the same day he contacted Sony). The Sony rep “Adam” (mentioned above) also said that my order was confirmed around April 27-28. This is strange considering the response I got from Sony when I contacted them on May 3 – when they initially told me “no”.
I’m not sure what to make if this. It could have been miscommunication within the Sony office in FL (every rep I spoke with, including Adam, worked out of the Fort Myers office), both verbally among staff and lack of account updates within their internal computer network. Or something less ethical; my guess (hope) is the former.
In any case, I know this led to a lot of heartburn and bad interactions with those of us affected, which undermines the consumer-side goal of these offers. Hopefully you have better experiences moving forward with Sony.
Well with my XBR2 they offered these deals:
KDL52EX701 for $954+tax
KDL55EX501 for $724+tax
KDL46EX700 for $574+tax
Any ideas if any of these are worth it ?
NOTHING BUT PRAISE FOR HD GURU
Thank you so much HD Guru. I was (I think) the first person to post an issue with what was perceived as bait-and-switch tactics by Sony. The day HD Guru announced the fact that they had contacted Sony about this issue, I called Sony back with my event number and was immediately told that I would in fact be receiving the KDL5HX701 I had originally been offered. I don’t think the HX is on the table for any future offers though. I am convinced that HD Guru bringing this perception to Sony’s attention is what made all the difference.
My TV arrived on Friday and it looks great. In my view, Sony has now regained some of the stock value they had lost when this ordeal with my TV started.
Thank you so much HD Guru!
This isn’t the service quality you would expect from Sony. Hopefully it is a misunderstanding and people will get the original sets they were promised.
I heard about these deals on avsforum.com. The contact number for Sony is 1-888-993-7669. I’m not sure if there’s any “deal” for the XBR2, but I’ve seen folks with models other than the XBR1 report similar offers. But don’t expect them to offer the 55HX701; I’m guessing they are only fulfilling currently arranged agreements like mine (which they almost didn’t fulfill) for that model. Good luck
I have a 60″ SXRD XBR2 that has been “Fixed” 2 times , how did you hear about this deal ? How can i get this deal ? I know the extended warranty runs out in a month of whatever .. i paid $4300 for poop basicly
Is there any kind of deal for XBR2 ?
Unbelievably, Sony delivered the 55HX701 to me TODAY! I just received it and its sitting in a box in my living room.
Again, I would encourage others to contact Sony via the email address above. The costumer service rep I spoke with this morning did not have my current information, so there’s a chance that others in a similar situation may have their TV’s delivered shortly, as well.
Another update, this time with better news.
I contacted the sonylistens@am.sony.com email address below explaining my continuing frustration and attached my original complaint letter. A Sony rep. from Nat’l Customers Relations office named Adam spoke called me within the hour I sent the email. I spoke with Adam, who to my surprise, said that Sony would indeed honor our agreement and provide me the 55HX701! He apologized for the situation, provided me several lines of tracking information with their courier DB Schenker, and that they would be contacting me to ship the 55HX701 ASAP. Adam also said that Sony was planning to honor the agreements of other parties who have been in the same situation. He also apologized for the miscommunication I had with the service rep. earlier this morning, and that he would be updating my file with the latest info (i.e., that the 55HX701 was confirmed and on its way).
I would definitely encourage those who have had this happen to them to contact the email address above to get this situation resolved. I contacted DB Schenker to arrange a delivery and they are supposed to call me back shortly to confirm. I’ll post again once that is confirmed as well as once I receive the product.
I think that HDGURU’s contacting Sony last week was definitely helpful for a variety of reasons, especially getting an official response and providing an email contact to resolve the problem. Thanks again, HDGURU.
Called Sony this morning and was told the Executive Review Committee reviewed my case and that the “bait and switch” offer still stands. In other words, they have no intention of honoring their agreement with me for the 55HX701. I explained about HDGURU contacting Sony, and described Sony’s reply above, but the costumer rep. hadn’t heard/didn’t know/didn’t care.
I have now contacted Sony via the email address above and hope to have a response ASAP. Worst part is that as I wait, the other offers might not be available if I continue to get nowhere.
I’ll post once I receive a response from Sony.
“55X701″ should be 55HX701. Sorry for the typo.
Add me to the list. I’ve had a nearly identical experience as others who have experienced the “bait and switch” on the 55X701. I’ve watched other post boards (e.g., avsforum) but have not seen any posts on this until now (thanks, HDGURU). Here’s my timeline with Sony after contacting customer service regarding continuing problems with my XBR1:
1. offered the 55X701 as well as other models. Never told (either via email or from a service rep.) that any of these models were in limited quantity or that Sony reserved the right to change the terms of the deal
2. I accepted the 55X701, Sony rep. confirms agreement
3. Sony charges my credit card
4. customer service called two weeks later (April 20) after charging the card and reneged on the deal
5. offered lower-tier models
5. complained and tried to get them to honor the agreement; am told the model no longer in stock (despite being a 2010 model) and that nothing can be done about it
6. demand to talk to manager, being “John” or “Jon” (Employee ID CQV8), explained the situation and still get nowhere. Others in this forum apparently have also spoken with “Jon” with the same outcome.
7. Jon instructs me to write a letter to their “Executive Review Committee” as the final step for me to resolve the issue
8. I write letter and provide documentation, send, call Sony a few days later for update if they received (they did) and if they had made a decision.
9. Am told no decision has been made, but that a Sony rep. would be in touch sometime this week (didn’t happen) or early next week with a decision.
So I am waiting until next week to hear back (I will likely contact first). Your information above suggests that Sony is waiting “a few weeks for restocking inventories” of this model, which would be the best-case scenario. I’m wondering if we’re a fraction of those to whom this has happened, as Sony now has an official response and is referring an email address for resolving the complaint.
I, too, am frustrated at what’s happening and am disheartened to see that I’m not the only one that’s been subjected to this seemingly “bait-and-switch” (i.e., bait advertising) tactic. Especially because they never said it was limited in quantity or reserved the right to change the terms when they made the initial offer(important legally in these situations).
Hopefully they do the right thing and honor their agreements, as any good company should/would. I’ll post my experience as this moves forward, hopefully early next week with good news.