Sony Responds to SXRD TV Owners’ “Bait and Switch” Claims

(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.

Sony Addresses Its SXRD HDTV Reliablity Issue
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.

I’ve always been a Sony fan but years ago I got some bad Betacam (pro) products and went round and round and round with Sony USA for almost a YEAR. I finally got fed up and FedExed a detailed letter to the chairman in Tokyo. Within 48 hours the #1 U.S. service tech was standing in my facility in Mississippi, and within days after that I had a full refund for those year-old products.

My suggestion should be obvious. :-)

MM (in TX)

Just received my replacement today. I am a happy camper. I left out of town two weeks ago and not sure IF the optical block went bad all of a sudden or IF it was more gradual. It was horrible when I returned. Called on a Wednesday, mailed a photograph of the screen and the sticker wit serial number on the back on Thursday, that next Monday was President’s Day, the next day my order was placed and credit card charged for the new 3D capable 810 model for 640 and some change plus local sales tax of 5% (we live in county so no city tax). Woo Hoo. I was very upset at first as my 50” KDS2020 model was my Mother’s Day gift in May 2007 and the end of the warranty extension was 12/31/2010 . . .but I called anyway because it just wasn’t right . . . and much to my husbands amazement with a little bit of my Southern charm, I’m sure, I have my replacement less than 2 weeks later. They emailed me and kept me updated every step of the way.

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