HDTV Forum

In December 2007 I purchased a Sony KDL-52XBR4 for around $3500. It was a great TV. In September of 2009, the screen started developing some vertical lines in the pixels. Knowing it was out of its 12 month factory warranty, I started doing some searching on the internet for this problem. Of course, the first site I visited was SONY.com. I found this page on Sony’s own website.

http://esupport.sony.com/US/perl/news-i ... =KDL52XBR4

Apparently, this has been such a problem, that they extended the manufactures warranty to 18 months. Mine started doing it at 20 months. Knowing Sony’s reputation, and the fact that it is a known problem, I figured I wouldn’t have any issues. When I called Sony, they wanted me to pay to have it diagnosed by their ‘authorized’ repair center. I was OK with that.

I did what they asked. Then faxed everything they needed. They came back with an offer of selling me another new comparable TV for $1275 and the whole process would take about 6 weeks for delivery. I am not a rich man. I saved for a year for the TV I wanted. If you’re looking for a TV, you can find a 52” 120htz Samsung, or Toshiba, or LG, even a Sony for less than $1500, and take it home with you.

Now to me, their offer is unacceptable. When I tried to talk to them about how upset I was, they didn’t care. In my mind now, Sony and their XBR engine is no longer the best of the best. Their customer service has just reinforced that.

Thanks for letting me vent.

Hello partsgurru ...

NOT in the slightest way trying to minimize your very discouraging plight / circumstances - BUT !

"IF" one had saved over an extensively-long duration / interval, it does seem that it would have been also rather pertinent to have recognized the vulnerability of being "self-insured?"

That is, being totally able to very-comfortably withstand the entire financial cost of JUST such a failure as you did have.

These are NOT AT ALL the customary CRT type of set from ~ 15, 20, 25 etc., years ago wherein repairs could be accomplished by "lugging the TV" into a wide variety of competing Shops completely able to make the needed repairs, as well as for a "bearable" sum of money!

NOW, however, all current large display HDTVs are simply most-exotic, very-specialized Computers - - not only do these soon become obsolete / replaced by others with newer feature(s) . . . these ARE prone to failures, so-it-appears.

About (3) out of every 100 from the very "best" of the bunch WILL fail !

And, so, I have always felt that "IF" one can plan for / eventually spring those ~ ~ $3,500 initially for that special HDTV, then, it IS equally important to have also gotten their associated (5) Years, 100% In-home Extended Warranty, which also includes their "Lemon Replacement Protection."

This would have been about ~ ~ 10% of what you posted that the TV cost and, in my experiences, simply represents the "cost-of-having-a-HDTV!"

AN absolute necessity for some unable to be self-insured, the very same as Auto Insurances, Home Owner Policies, etc..

http://www.sonystyle.com/webapp/wcs/sto ... goryId=552

Thanks for tolerating my perhaps-unique "views."
eli

I understand the frustration of having a relatively new TV die. However.....


You bought the TV knowing it only had a 1 year warranty and you opted not to buy the extended warranty. Sony extended the warranty but not long enough to cover you. So either way you're out of warranty.

While it would be nice for Sony to extend the warranty an extra 2 months to cover you, I certainly don't see any obligation on their part nor do I find them at fault for not doing it. They have to draw the line somewhere and it's not reasonable to expect that they cover things indefinitely. Not many companies are in a financial situation right now that allows them to do free out of warranty repairs.

You have every right to stop buying Sony products if you feel they let you down, but that's your choice.

Apparently, this has been such a problem, that they extended the manufactures warranty to 18 months.

Akirby and Eli provide answers I would typically provide although I am not a huge fan of extended warranty programs for a variety of reasons. More often than not, members will find me supporting the manufacturer in cases like this. I am going to surprise many...

What is happening is the panel is de-laminating, layers are coming apart, causing either gray blotchy lines or areas of multiple colors in all kinds of patterns. This is not a statistical anomaly of failure, it is a manufacturers defect, period. Sony was not the only one dealing with this and others have covered their customers as far as I know, even past periods of policy, because it was clearly a manufacturers defect. No need to possibly cause a civil action suit that you will likely lose. In nearly all cases the problem shows up within the warranty period but some make it past that and a handful even make it past a manufacturers extended warranty period.

I am very surprised Sony will not cover this! On one hand it is their right, as with any failure beyond the manufacturers warranty. On the other hand it is a well known LCD panel defect for other brands as well. Look up Toshiba for the same model year...

I would suggest calling them back and let them know you have done some research. If they do not extend the coverage to your product you will take Sony to small claims court for a well known and industry wide manufacturers defect in construction of the LCD panel that caused de-lamination of the layers, regardless of their limited warranty.

Thinking about this some more, my advice may get you know where and you will still be pounding sand...

any owner of these model televisions who paid out-of pocket expenses on or before December 31, 2008 for an estimate or repair service to replace the LCD Panel for this specific issue, Sony will reimburse the customer by mail for his/her parts and labor expenses.

Whenever you read that it typically means a class action lawsuit has already occurred and a judgment has been made. The lawsuit may not be readily found when the manufacturer settles out of court and this seems to smell like that.

Bottom line, the implication is Sony tried to skirt this problem. The failure rate was high enough to generate legal action and that is the only reason any manufacturer will pay for COD repairs of their product; the difference in cost to the manufacturer is dramatic! The advantage to the manufacturer is with a legally binding settlement they can legally ignore a manufacturers defect beyond the terms of the settlement, in this case 18 months from the date of purchase.

I would check with a lawyer because experience says you are stuck. State consumer protection laws could change your case!

Another side of this topic is a manufacturer with a known defect takes an active behind the scenes approach. If you complain you will get help. Authorized service centers will often times hint at this possibility with a quick statement along the lines of, "you might want to call the manufacturer and let them know how you feel". Nothing officially occurs, no official statement is made, but with the experience of seeing customers getting help along with our knowledge of the problem we start to smell the coffee. The advantage for the manufacturer is these repairs are done via their warranty program so they get the repairs performed at their cost rather than paying way more for COD. Depending on the problem, the manufacturer may only cover a portion of the repair saving themselves money. By taking care of the customer behind the scenes they reduce the number of people who can participate in a civil lawsuit typically extinguishing that possibility. The disadvantage is this kind of coverage can go on for years but at some point, the manufacturer will say no.

Being in the biz for nearly 30 years I greatly prefer the behind the scenes approach.

These are very poor arguments. Technically correct, and more importantly, legally accurate, but still based on poor assumption that you were reckless when you decided to self insure. The big distinction here is that LCDs of any size have no history of failure rates like Sony has experienced during this period. With vehicles there are special "lemon" laws for this very purpose regardless of an active warranty. Check out the forums and you'll find the failure rates of the 46" and 52" XBR4/5s are extremely high.

Yes, this happened to me as well. I'm actually grateful because now I will never own a crappy Sony product again. I wanted another set when we bought the 52XBR4 but my wife preferred the physical appearance of the XBR4. Now.. no way.. never again will we own a Sony product after crossing my wife. So I'm grateful we got nailed by this crappy set. As for Sony's pathetic offer. That is common from the other forums I have read. They are probably doing just enough to keep the class action away.

Sorry you got nailed. On the upside, I'm fairly certain you won't be owning a Sony product again after a biting sting like this.

Cheers,
Scott

Sony, like Toyota and others with background problems in their products. Silence is the rule. Remember their famous rootkit and fire problems in the PCs?

Heh.. yah. It's OK for them to bully everyone around with their ridiculous contracts, but it's OK for them to violate all other contracts as they see fit.

God do I hate Sony products. I've hated them for two decades but people keep buying me them or my wife preferred the bezel on the XBR4 over the Sammy. Thankfully that problem has been solved now that she gets to experience Sony quality first hand.

Reminds me of this video:
http://vids.myspace.com/index.cfm?fusea ... d=52085654

I have a sony 52" xbr4 purchased in 2/08 and there is a pink vertical stripe down the middle of the screen. I was told by a tech that the LCD panel has to be replaced. I contacted sony and basically got no where.

Anyone have similar problem or any ideas?

Mike

Mike,

Merged your post to this thread.