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Sony Grand Wega Warped/melting lamp door

aett258
01-26-2010, 02:06 PM
Hi folks. I bought a KF42WE610 in Sept 2003 and have that warped door melting inside issue. I realized this when my TV went blank and followed instructions to change the lamp 2 weeks ago. I reside in Canada so would appreciate any feed back on settlments with Sony (USA also). I was just offered a new KDL40EX400 for $250 or a new KDL46EX400 for $350. I was not pleased with their offer and called them back to refuse. I do not want to pay a cent. I paid $3,000 plus $300 for an extended warranty that ended in Aug 2009. I was registered with Sony and they never notified me about this latent well known defect. If they did I would have looked at the lamp housing and noticed the melting Lamp housing area. In my claim I indicated that the average lifespan of an LCD display is 60,000 hours and that I only utilized 9,800 hrs or 16% leaving me with 84% unused pleasure. This 84% translates into $2,500 of my money. The KDL46EX400 goes for $1,200 on the Sony website. Thats far less than my $2500 remaining. Comments would be appreciated as well as Sony settlements.

Blazian
01-26-2010, 04:40 PM
I'm on the phone with Sony right this second and the guy just told me they can't take a Sony Card that does not have the VISA or Mastercard logo. What a crock if you ask me. This totally took away my buying power. So I told him I would take the refurbished 46XBR9 with a 1 yr warranty for free. They are doing it so I guess that's the end of that.

aett258
01-26-2010, 04:56 PM
I'm on the phone with Sony right this second and the guy just told me they can't take a Sony Card that does not have the VISA or Mastercard logo. What a crock if you ask me. This totally took away my buying power. So I told him I would take the refurbished 46XBR9 with a 1 yr warranty for free. They are doing it so I guess that's the end of that.
Thats great Blazian. Glad you got that 1 yr warranty from 90 days. Could you provide me with your reference # or claim # so I could tell Sony Canada. Thanks

Blazian
01-26-2010, 06:31 PM
Thats great Blazian. Glad you got that 1 yr warranty from 90 days. Could you provide me with your reference # or claim # so I could tell Sony Canada. Thanks

I don't think that would be wise of me to actually give you my case#. But I may be able to give you some assistance some other way. My case, as you can see, is in the U.S.. So I am not sure Canada can do the same things or have the same database of tv's that they have available to here.

What level of support have you spoken with in Canada? I escalated from regular Customer Support to Customer Relations to National Customer Relations. Since it is National Customer Relations they may deal with folks in Canada, but I am not certain. There is a good site for you to look at http://www.digitalhome.ca/forum/. This is a Canada site and there are alot of people on there who could probably point you in the right direction regarding who to call.

Blazian
01-27-2010, 01:42 AM
Have you asked anybody can they offer you a refurbished model of some kind? I would ask and see what kind of answer you get. If they say no, ask them to ask their superior for you or to speak with someone higher up. They most likely will say there is no one who you can speak with. Oh yeah, are the people you have been speaking with sound foreign in a way that english may not be their native tongue? If so this is probably regular customer support (Tier1)or Customer Relations (Tier2). Tier 3 would be National Customer Relations, this is where you really get stuff done. The more answers you give me to my questions I might be able to guide you in the right direction.;)

aett258
01-27-2010, 10:22 AM
Hi folks. I bought a KF42WE610 in Sept 2003 and have that warped door melting inside issue. I realized this when my TV went blank and followed instructions to change the lamp 2 weeks ago. I reside in Canada so would appreciate any feed back on settlments with Sony (USA also). I was just offered a new KDL40EX400 for $250 or a new KDL46EX400 for $350. I was not pleased with their offer and called them back to refuse. I do not want to pay a cent. I paid $3,000 plus $300 for an extended warranty that ended in Aug 2009. I was registered with Sony and they never notified me about this latent well known defect. If they did I would have looked at the lamp housing and noticed the melting Lamp housing area. In my claim I indicated that the average lifespan of an LCD display is 60,000 hours and that I only utilized 9,800 hrs or 16% leaving me with 84% unused pleasure. This 84% translates into $2,500 of my money. The KDL46EX400 goes for $1,200 on the Sony website. Thats far less than my $2500 remaining. Comments would be appreciated as well as Sony settlements.

Well guess what. The model they offered me KDL46EX400 for $350 which was $1,199 on the Sony US store is now $899. I have sent out a few emails to Sony fighting my claim. I will wait for them to absorb my emails and call them tomorrow.

aett258
01-27-2010, 10:27 AM
No I havn't asked for refurbished. I didn't want the 90 day warranty. When I call them I will ask for refurbished and extra warranty. Also, on the Canadian web site they only have one number which goes to Customer relations.

Blazian
01-27-2010, 08:45 PM
I guess you have to "fight" your way to National Customer Relations. Believe me it takes patience and time but the closer you get to your 2 weeks from the initial offer you will probably get sent there. Is their reason for not fixing your tv because the lower cabinet is no longer available like the KDF42WE655's? If so, keep complaining that you feel you should have a product that should have not melted on you. And in your opinion was a safety hazard no matter what the authorized service center said. Also that the damage is more than the cost of what they are offering you to spend your money on. (My tech said $2-3K) Just keep pushing the issue and then maybe they will say they will try to fix your tv. Of course they can't, but they said with me that they were sending my case to the Technical department and that this department would call me. They never call after 48 business hours so I just kept calling back after I gave them the weekend to give me an answer. Then get it got prolonged again and after that someone finally sent me to National Customer Relations. I believe I posted my whole experience on Agoraquest. So read it again if you have to. Patience is the key here, because Customer Relations is meant to hold you back as much as possible with a whole bunch of sorry's we can't do that.

aett258
01-28-2010, 07:53 AM
I guess you have to "fight" your way to National Customer Relations. Believe me it takes patience and time but the closer you get to your 2 weeks from the initial offer you will probably get sent there. Is their reason for not fixing your tv because the lower cabinet is no longer available like the KDF42WE655's? If so, keep complaining that you feel you should have a product that should have not melted on you. And in your opinion was a safety hazard no matter what the authorized service center said. Also that the damage is more than the cost of what they are offering you to spend your money on. (My tech said $2-3K) Just keep pushing the issue and then maybe they will say they will try to fix your tv. Of course they can't, but they said with me that they were sending my case to the Technical department and that this department would call me. They never call after 48 business hours so I just kept calling back after I gave them the weekend to give me an answer. Then get it got prolonged again and after that someone finally sent me to National Customer Relations. I believe I posted my whole experience on Agoraquest. So read it again if you have to. Patience is the key here, because Customer Relations is meant to hold you back as much as possible with a whole bunch of sorry's we can't do that.

Thanks Blazian, I called them again yesterday and they would not budge. I asked for their supervisor and they said they will forward my file to the sup and he will call me within 48 hrs. I should of asked for the Sup initially. What kills me is that the TV they are offering (KDL46EX400) is a new model arriving only in Feb had a $1,200 price in the Sony store. That tv is now $899. looks like a decent TV except for the 60 Hz. I asked them to give me the KDL46EX500 (120 HZ) which was $1,500 last week and now $1,100. That drop in price should cover the $350 they were asking. Thats the Sony price. Usually they are less expensive in other stores. I have a paranoiac feeling that these TV's are being produced for the victims of their defective TV,s. I know, probably not but it crossed my mind. I guess I will wait for the supervisorand see what happens. If again they don't budge I will send my demand letter that I already prepared. Regards

Blazian
01-29-2010, 01:37 AM
Thanks Blazian, I called them again yesterday and they would not budge. I asked for their supervisor and they said they will forward my file to the sup and he will call me within 48 hrs. I should of asked for the Sup initially. What kills me is that the TV they are offering (KDL46EX400) is a new model arriving only in Feb had a $1,200 price in the Sony store. That tv is now $899. looks like a decent TV except for the 60 Hz. I asked them to give me the KDL46EX500 (120 HZ) which was $1,500 last week and now $1,100. That drop in price should cover the $350 they were asking. Thats the Sony price. Usually they are less expensive in other stores. I have a paranoiac feeling that these TV's are being produced for the victims of their defective TV,s. I know, probably not but it crossed my mind. I guess I will wait for the supervisorand see what happens. If again they don't budge I will send my demand letter that I already prepared. Regards

Well I sort of threatened them with small claims court and things like that before ever getting to National Customer Relations. All they said was that they would respect my decision if I wanted to take that action. I was like :eyecrazy, it didn't even phase them. Like I said they try their best to get you to take the first deal that they offer you. That is where the patience and persistence comes in. Don't let them get the better of you. This will take time, but hey I've seen people in the U.S. get a free refurb with their first call for some reason. I just wasn't lucky in that fact. But I too know I'm getting a better product than the refurbished KDL46V5100 that they got. So I can't complain. It was more like a blessing in disguise.:angel

aett258
01-29-2010, 09:58 AM
Originally Sony offered me the EX46400 for $350 and then the EX46500 for $650. Since then I sent in a complaint to the BBB. I did some research into small claims and found a few cases in regards to the optical problem. All favourable. All cases were found in Quebec. The site is http://www.jugements.qc.ca. The cases are in French however. All you have to do is type in Sony for a search. My next step is to send a demand letter to sony

Blazian
01-30-2010, 12:22 PM
I guess for anyone who wants to take the time to read that site in English here you go. http://translate.google.com/translate?js=y&prev=_t&hl=en&ie=UTF-8&layout=1&eotf=1&u=http%3A%2F%2Fwww.jugements.qc.ca%2F&sl=auto&tl=en

Blazian
01-30-2010, 01:18 PM
Aett258 check your private messages by the way.

aett258
01-30-2010, 02:11 PM
check yours

Blazian
02-01-2010, 10:21 AM
If you are still going through the process let everyone know exactly where you stand. This is the only way to help everybody who has to come this way as we did. So you should document it in as many places as possible.

I mailed off my settlement letter with the serial sticker from my KDF42WE655 on 1/27/10. I'm sure they got it already. They are supposed to send me an email when my replacement is sent out. But from what I've been reading on the net, I may get the tv before I get an email.:what:

aett258
02-02-2010, 12:30 PM
If you are still going through the process let everyone know exactly where you stand. This is the only way to help everybody who has to come this way as we did. So you should document it in as many places as possible.

I mailed off my settlement letter with the serial sticker from my KDF42WE655 on 1/27/10. I'm sure they got it already. They are supposed to send me an email when my replacement is sent out. But from what I've been reading on the net, I may get the tv before I get an email.:what:

Hi Folks. I have concluded my dealings with Sony. I Settled for a KDL46W5100 for $200. This was in Canada.
After numerous calls and emails I sent this last email to "[email protected]" and CC'd the president of Sony Canada and the CEO of Sony USA . I attached a BBB complaint, 2 bylaws from the "Consumer's Protection Act" (38 and 39) as well as a few cases from small claims court. I did not want the 46EX500 because it will only be available end of Feb. I did not want this email to go to cust service. The same people keep getting it. Here is the context of my email:
"Please forward this to your claims / customer Service Manager

Dear Sir / Madame

Please note that after numerous emails and phone conversations Sony has not been able to come up with a fair resolution in regards to my melting burnt KF4WE610 TV. I discovered that Sony has manufactured LCD rear-projection HD TVs with widespread latent defects regarding the melting and optical block problems. I discovered that Sony also had an extended warranty for damage to parts surrounding the projection lamps on all 2003 Grand WEGA models and the WE"" versions of the 2004 Grand WEGA models. Although my problem (melting TV) is technically not an optical block problem, it plagues the same set of models and clearly arises from the same cause--excessive heat from the projection lamp. The heat from the lamp can cause the lamp access door, as well as other parts, including the main chassis, to become warped, cracked, and/or scorched as can be seen in my photos."

I unknowingly purchased one of these defective TVs. I had registered with Sony and they have not contacted me on this issue. From what I read Sony has been unwilling or unable to repair or replace the defective TV for other Sony owners, thereby breaching warranties and violating consumer protection laws." In theory, I could ask for the original purchase price of the TV plus in many provinces, court costs if need be.

The average lifespan of an LCD display is 60,000 hours. If I watched TV for 24 hours a day, it would take me almost 7 years to wear out my LCD display. With more normal viewing habits of 6 hours per day, you can extend the lifespan of your TV by 20 years or more (to about 27 years). Every summer my family and I reside in the country for 2 months from which I commute to work. During this time our TV is not turned on even once. If we were around during the summers I am sure I would have come across the burnt TV sooner and fell within the 5 yr extended warranty. Using the 6 hours per day viewing habits and excluding the summers we have enjoyed our TV for only approximately 9,720 hours or 4.4 years out of a potential 27 years. That is only 16.3% leaving me with 83.7% unused TV usage. This results in a $2,500 shortfall ($3,000 X 83.7%).

Note that Sony has offered me a KDLEX400 for $350 which is selling for $899 in the US. They then offered me a KDLEX500 for $650 which is selling for $1,100 in the US. I asked them to fix my KF2WE610 but they indicated there are no parts resulting in Sony violating consumer protection laws in Quebec.

I am asking you to provide me with the KDLEX500 at no cost.
All I want is a fair resolution. I have always purchased Sony and will continue to do so. Your products have always been good to me except for this one time."

The next day I got a phone call from the top customer care manager out of the presidents office. Through her we negotiated this resolution. The next day I got an email from the BBB indicating that this issue was resolved. Sony contacted them immediately. The BBB web site in Canada is https://odr.bbb.org/odrweb/public/getstarted.aspx


Please do not use this email as a bargaining tool. Be persistent and work your way up the hierarchy. Ask for the supervisor first and quote the bylaws and the small claims court decisions. If that doesn't work send an email like I did.

That's it for me. Be patient and persistent

JohnPW86
04-11-2010, 08:27 PM
Hey guys,

I noticed a week ago that my lamp casing was melting on my KD-50WE610 (purchased for $3000 in 2004). I called Sony about it and found out about the extended waranty they have on that issue. They sent a Sony tech down and he concluded that it was unrepairable.

He had told me the next morning that he sent my report to Sony and they will be in contact. A couple days later i logged onto Sony Listens Facebook, link at bottom. I posted my problem and was contacted through facebook (great way to have written confirmation of everything).

I was offer a refurbished KDL-52V5100. This is there "Entery Level HDTV" sold for $1400. I concidered this a very fair offer. Although the my tv was top of the line in 2004 it is only a 720p. I cant post URL's yet because I am still a new member. Just type in Sony Listens Facebook.

BrianO
04-11-2010, 09:41 PM
Hey guys,

I noticed a week ago that my lamp casing was melting on my KD-50WE610 (purchased for $3000 in 2004). I called Sony about it and found out about the extended waranty they have on that issue. They sent a Sony tech down and he concluded that it was unrepairable.

He had told me the next morning that he sent my report to Sony and they will be in contact. A couple days later i logged onto Sony Listens Facebook, link at bottom. I posted my problem and was contacted through facebook (great way to have written confirmation of everything).

I was offer a refurbished KDL-52V5100. This is there "Entery Level HDTV" sold for $1400. I concidered this a very fair offer. Although the my tv was top of the line in 2004 it is only a 720p. I cant post URL's yet because I am still a new member. Just type in Sony Listens Facebook.

Actually, the V5100 series is/was not one of Sony's entry level HDTVs. The S5100 series is/was their entry level 1080p TV and then there are/were 720p TV's are below that. As for their older lines, the WE610 series was their entry level Grand Wega line at the time it was introduced. So, Even if the V5100 is refurbished, it is a much better TV than your old one.
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