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This topic comprises 2 pages: 1 2
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Author
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Topic: Sony HDTV adventure ("flickering" problem)
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Evans A Criswell
Phenomenal Film Handler
Posts: 1579
From: Huntsville, AL, USA
Registered: Mar 2000
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posted 04-04-2003 09:18 AM
Back when I posted my original review of "The Dream is Alive" (the IMAX movie on DVD), the review included negative comments about brightness fluctuation problems and color registration problems. Later, I found this to be a problem with the TV rather than the DVD, so I went back and edited the post.
I put a color bar test pattern on the set and noticed that the green bar was flickering, as were all colors containing green (white, yellow, and cyan), while all others had no flicker.
So, since I bought a 5-year service plan on this thing (a Sony 57 inch 16:9 model KP-57HW40, which I ended up buying for $2504 plus tax), I was bound to find out how good Sears' service is.
Monday, March 24, 2003: I called the Sears repair number and was told a technician would be out to my house the next morning between 12 and 5.
Tuesday, March 25, 2003: The technician arrived around 8 AM (or maybe a bit before). I showed him the color bar pattern showing which bars were flickering. He wanted to see a regular TV picture, so I put it on one of the cable stations and the brightness fluctuations were visible and the picture had a purple tint. He ran the color all the way down, and the picture of course showed the purple tint and the flicker. He got on the phone and got numbers of parts to order. Three parts were to be replaced: Two surface-mount resistors and some other type of resistor. The parts would be shipped to me and I was to call when they arrived.
Monday, March 31, 2003: An envelope arrived in the mail containing the parts. I looked at the parts and found a plastic bag with 4 tiny surface-mount resistors (he ordered extras) and another bag with a fastener of some sort, which had hole throught the center with threads, and two holes used to mount it to a surface. I called the service number and let them know the parts had arrived. The technician was then scheduled to come out Wednesday afternoon between 12 and 5 (April 2).
April 2, 2003: I take the afternoon off work and wait most of the afternoon, then get a call around 3:40 from the repairman saying he won't be able to make it and reschedules for first thing Friday morning. (This service man has to cover most of north Alabama and some of southern Tennessee, and had more calls put on him that day than he could cover.)
April 4, 2003: The technician comes out and finds out that one of the parts that was shipped was wrong. The faster thing was supposed to have been a resistor. The shipping list was correct, but the wrong part was put in the envelope by whoever shipped it. All the technician could do was reorder the part. When the technician was out, he spoke with someone on the other end that was skeptical that replacing these resistors would fix it and that replacing the picture tube might be necessary.
All of this so far is very encouraging, considering that the set was 10 months old when this problem developed. It was a wonderful set until this happened. I'm glad I bought the service plan, but had no idea how long it would take to get problems resolved. This could turn out to be a real pain. So far, I'm not too impressed with Sears service.
[ 04-04-2003, 02:59 PM: Message edited by: Evans A Criswell ]
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Evans A Criswell
Phenomenal Film Handler
Posts: 1579
From: Huntsville, AL, USA
Registered: Mar 2000
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posted 04-04-2003 02:52 PM
Actually, I found this letter, so I know the CRTs will have to be replaced, so I already know that when the guy comes next time, it won't be fixed then either. The CRTs will have to be ordered and I'll have to go through another waiting and appointment ordeal.
Anyway, it's good that Sony is acknowledging this defect in this line of product. Sears had a "flash code" for this problem, meaning it is a common and known problem. I'm posting the letter for the benefit of any film-tech members who have bought one of the affected Sony rear-projection units (which I figure is likely), and added "flickering problem" to the subject of the thread.
I am encouraged to hear from a salesman in the Sears store here that this particular repairman that is handling my case is "one of the best." I worried that if new CRTs were required, the convergence or CRT level calibration after installation might be off. All I can do now is wait and see...
quote:
January 27, 2003
Dear Retailer:
Thank you for your continued support of Sony Projection Televisions. We value your patronage and always consider how Sony can better assist you. While our products represent the best Sony has to offer in television, we continuously look at how we can improve the level of quality you and your customers expect from these products.
Sony has received reports of a "flickering" condition on certain rear projection TV models specified below. Our engineering team investigated and determined that in a small percentage of sets (we estimate that less than 1% are affected) made with impregnated cathode CRTs, the material used to impregnate the cathode may attach itself to another section of the electron gun and cause a mild brightness fluctuation or change in hue. This symptom does not surface until approximately 1,000 hours of use.
Once this problem was diagnosed, Sony published a Service Fix for this issue and instructed Sony Service Centers and Authorized Service Centers to replace all 3 CRTs at no cost to the consumer in order to resolve the issue as quickly as possible. Corrective measures were also made in the manufacturing process to address this situation.
Models that are affected are: KDP-57XBR2, KDP-65XBR2, KP-51HW40, KP-51WS500, KP-57HW40 and KP-57WS500.
If your customers experience this symptom, please advise them to contact the Sony Call Center (800-222-SONY) to schedule a service call. Sony is working with authorized service centers, providing all current information for the repair as well as assisting them in ordering the parts beforehand so the repair can be completed in one call.
In order to satisfy our valued customers, Sony has extended the warranty period beyond the standard warranty period for this situation.
If you have any questions, please contact your Sony Sales Manager. .
Sincerely,
Tim Alessi
Director - Product Marketing VNPD
Sony Electronics, Inc.
attachment
Serial Numbers Affected:
Sets with the following serial number ranges may be affected:
KP-51HW40 and KP-57HW40 models: Serial numbers which have a Zero in second digit, i.e. 90xxxxx. (not applicable with other models).
WS500 models: KP-51WS500 (9000001 ? 9020557)
KP-57WS500 (9000001 ? 9014575)
XBR2 models: KDP-57XBR2 (9000001- 9000565)
KDP-65XBR2 (9000001 ? 9000340)
Symptoms:
Picture Flicker
Greenish Hue
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Evans A Criswell
Phenomenal Film Handler
Posts: 1579
From: Huntsville, AL, USA
Registered: Mar 2000
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posted 04-08-2003 02:42 PM
Well, today, after many conversations with several Sears people in the past few days (Friday to Tuesday), the correct parts (CRTs) have been ordered. If I hadn't kept bugging people, I'd still be waiting for a resistor and the tech to install three resistors, which is known to not fix the problem. I probably sped up my repair by a week and a half at least by bothering people. Normally, I don't like to bother people.
My main complaint now is that Sears should have known about this problem to start with and should have ordered the correct parts the day the tech first came out. There's a bulletin about the problem on Sony's WWW site (dated January 17, 2003), mentioning the attempts to handle this problem in one call. http://www.sel.sony.com/SEL/service/conselec/news/flicker.shtml
I paid $431 for my 5-year service plan. (That's $479 minus 10 percent). I feel I'm paying Sears to keep on top of things and be able to take advantage of the most up-to-date information about problems with thier merchandise. I feel they failed me here. Those that dealt directly with Sony got 7-day resolutions after the tech first visited, or got sets replaced, and they didn't have to pay anything for the service.
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