Sony TV KDF-60XBR950 / Sony TV Optical Block
I spent $9, 000 to purchase a Sony 60-inch LCD Rear Projection TV (KDF-60XBR950) in Dec-2005. In late October of this year, I noticed a blue haze problem on the TV. After speaking to friends and getting more information from the internet regarding this problem, I was surprised to learn that this was a manufacturer defect item but we did not receive any notification from Sony.
I also found Sony issued a '2003 Grand Wega Additional Service Coverage' on optical blocks of this model, and it expired on October 30, 2008. I called Sony's telephone support and they asked me to contact an authorized Sony Service Center. On November 8, the service rep showed up at my house, spent about 5 minutes to take a picture of the problem, the bill was $80 in order for him to email the quotation of the optical block replacement so that I could start my communication with Sony Support.
I faxed the repair quotation along with the TV purchase receipt and the picture of the problem on Nov 10, 2008. I called them many times in order to get the status of my request for honoring the additional service coverage on my case, finally I was told by Sony today that the best offer was for me to pay $750 out of the total repair cost of $1, 311 before tax or buy another LCD TV on a discounted price. After I insisted that Sony should cover the repair cost, the support rep said he'd pass my file to his supervisor who called back and confirmed that was Sony's best offer, then she closed my case.
I felt Sony has failed its customers big time: why they only allowed a 10 months window for additional service coverage on a defective major component from their flagship XBR product, I remembered when I purchased the TV, I asked the sales manger of the Sony Store the difference between XBR and other Sony TV, despite the fact that he could not provide the information, he said XBR was like buying a Lexus and others are Toyotas. For sure, this XBR TV did not have the Lexus quality, nor a good customer service of a manufacturer to stand behind the product. That's the main reason why I turned down their offer to buy their new flagship 55 inches LCD TV at a discounted price, I just lost the confidence to buy from Sony.
It is very unfair to the consumer to pay for a manufacturer's defect, especially the free repair was offered to other customers if they reported their problems earlier. Also, why would a date (Oct-30-2008 according to the link http://www.hdtvoice.com/voice/showthread.php?t=31861) be set for the extended warrant for a known defect from the manufacturer.
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