Manufacturer Warranties and Protection Plans

[bgratigny]

Back in March of 2006 I purchased the Sony KDF-E50A10 and the extended warranty for this product.  A few weeks ago I noticed a green haze in the upper right hand corner of my screen.  I looked online and to my surprise saw almost 200,000 web pages discussing this issue with Sony’s projection TV’s.  In addition, there are numerous pending and settled class action lawsuits against Sony.

 I called up Best Buy to have someone come out and take a look at my TV.  The guy manning the switchboard was very aware of this issue with Sony TV’s and set up an appointment.  On January 15, the technician was scheduled to come out.  He called me that morning and said that he would not be able to make it since the part did not come in yet.   I asked him how he knew which part I needed if he had not even seen the TV.  He said all of the Sony’s projection screens eventually have issues with the optical block which cause the picture to go bad.  I then asked him if the optical block had been reengineered to prevent the issue from reoccurring.  He informed that it had not been updated and instead Sony dropped the product line all together.  He also informed me that more than likely I will get a refurbished optical block.  Since Sony had not fix the issue with the optical bloc, the technician said that it will go bad again and I will be stuck with a non-working TV out of warranty.

So I called the support line at Best Buy to express my concerns about placing a band aid fix on my TV.  The customer service rep was very rude and said I was lucky to even get the optical block replaced.  She then offered to sell me an additional extended warranty so when
the TV breaks again I won’t be left high and dry.

This fix is unacceptable.  There are 100’s of thousands of complaints concerning the optical block on this TV.  Most people had the optical block replaced, only for the picture problems to reoccur.  I spent over $2,000 on this TV.  I purchased the extended warranty so I could have
a little peace of mind.  All Best Buy is offering is a band-aid fix to a flawed TV.  I believe I am entitled to a replacement TV through my PSP.

[starhelper2587]

And you would be entitled to a new TV, only after 3 qualifying repairs and a 4th to determine the TV qualifies for a No Lemon exchange.  As everyone you have talked to has stated (as well as the forums you found online), SONY MFGed a not-so-good product.  If it was me, I would be mad at Sony, not BB.  If I buy a Vizio from Wal-*art that has a universal defect, I'm going to be furious at the MFG, not the retailer, especially since you could have bought the TV at most electronic retailers, not just BB.  Sony should be replacing you and similarly situation customer's TVs if this is in fact a huge known defect.  Have you tried calling them?  Though you may have the GSBTP warranty, the MFG warranty can still be used for what it covers, too.

[Dorothy-BBY Community Supervisor]

Hello bgratigny -

Allan, from our Community Connector team, will be reaching out to you regarding your television repair concerns.  I appreciate your patience until Allan is able to contact you.  Thanks!

[Allan-BBY Community Connector]

Hi bgratigny,

I’m sure reading about thousands of other people, that have had the same problem with their TV, doesn’t make you feel confident that the current repair of this TV will resolve the issue for the long run. I can also understand wanting your Performance Service Plan (PSP) to replace your TV given this new insight into the quality of this product.

I am not personally aware of any known issue with this model TV, but if there is a known issue with this TV it would ultimately be the responsibility of the manufacturer to resolve that issue. I would suggest contacting the manufacturer to get resolution in this matter, or to see if there is a recall on this specific model.

Your PSP is intended to repair your TV not replace it, but there are certain circumstances in which it would be replaced. Your TV should be replaced with a comparable model TV if it has had three previous qualifying repairs, and there is a diagnosis that a fourth qualifying repair is needed. It would also be replaced by your PSP if we determine that the TV is un-repairable, or we determine that the current repair of your TV wouldn’t be cost effective to continue. A qualifying repair is when a non-consumable part(s) is installed, and due to that part(s) installation the technician determines the TV is functioning properly.

I have also responded to the private message you have already sent me in regards to this matter, and if you need any further clarification in this matter just reply to my message to you.

Thanks for posting,

[bgratigny]

I have contacted Sony and they told me to contact Best Buy since my extended warranty is still active.  I guess I am not surprised by the run around I am getting from both Best Buy and Sony. 

Allan - I find it interesting that you are not aware of this problem, yet every Sony optical block issue mentioned on this site has a response from you.   

[bgratigny]

So I had to take a half day off so the Geek Squad could come out and replace the optical block.  Now four days later I noticed a red tint to the screen.  You got to be kidding me!!!!  I call up Geek Squad and they tell me they have to come out and replace the optical block again.  I have to waste another vacation day?!?!  This is ridiculous.  How long will this next optical block last?  A week maybe?  When is Best Buy going to realize it is cheaper to replace the tv?  

[bgratigny]

The optical block has been replaced once again and now I have a large green blob in the upper left hand corner of the screen.  Another tech came out to look at it and at first said the the blob was normal.  When I questioned him and showed him the numerous complaints about the TV he said that the TV could not be fixed and to contact customer relations.  So is Best Buy training their techs to ignore this issue? I have wasted many hours on this TV and it is still not fixed.  Is my time not worth anything?

[bgratigny]

I have had technicians out to my house 6 times for my defective TV.  I have had the optical block replaced twice with a refurbished part.  My TV is in worse shape then when this whole fiasco started.  I have a huge green blob on the upper right hand corner of the screen.  Best Buy sent out another technician and he said he did not see anything, and won’t replace it.  Even my 4 year old son asked what the green monster was.  Best Buy is doing everything possible to avoid fixing or replacing this TV.  I have wasted countless hours on the phone and dealing with unqualified technicians.  Never again will I spend money at this shady company.    

[Nokia]

I have marked this thread to be merged into the one you previously created.

[bgratigny]

Please do not bury this post.  People have the right to know the truth about Best Buy.