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Warranty advice needed on Sony KDFE-50A10 LCD HDTV

Last response: in Home Theatre
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September 22, 2005 7:36:00 PM

Archived from groups: alt.tv.tech.hdtv,rec.video (More info?)

I bought a Sony KDFE-50A10 at Fry's Electronics. I'm very happy with
the TV's picture quality except I have a few stuck pixels (always blue
or green) and the set turned itself off once in the middle of viewing
(when no one was near the remote or the set).

I talked to Fry's and they said they would exchange it... once they
get some more in stock. Apparently they are having supply problems and
the one I got was the only my store received in the last few weeks. So
I have 3 more weeks for them to get one in stock for exchange.

Even if they receive a new set in time, I worry I'll get one in worse
shape (with more dead pixels) or with what some people call "color
blotches" (something to do with a polarization problem), but I decided
I'll take my chances. If the second unit is worse, then I'll return
everything and lose my $60 delivery fee.

I also read that new stuck or dead pixels can appear over time, so
after the exchange I could still end up with a set with bad pixels
making the exchange in vain.

What bothers me the most is that the 2 salesmen I talked to at Fry's
(who never seem to be there any more) when I originally bought the TV
told me incorrect things about their 5 year warranty. I very clearly
asked if bulb replacement was covered and I was told yes... everything
is covered during the 5 years.

Then when I called to try to arrange an exchange the service guy told
me bulbs were not covered and that they go by the manufacturer's
warranty on bad pixels. I asked if he was saying I have to have 21 bad
pixels per square inch? Then I got transferred to a supervisor who
said 5 bad pixels on the entire set would be sufficient (of course
that number isn't written anywhere in their warranty policy). When I
mentioned that I had been misled on the warranty about bulb
replacement he said he was sorry that I misunderstood the policy
rather than saying they would try to do something about my being
misled (such as offering me a free bulb when I need one or knocking
something off the cost of the warranty).

Someone else I know bought the same TV and the same warranty at Fry's
and was told the same thing about bulb replacement being included, but
when I told him he was misled he didn't seem to care. I suppose that
is because he got a perfect set (no stuck pixels) and he makes a lot
more money than I do.

So I really feel like throwing the TV back in their face and buying it
somewhere else. The problem is that nobody has it on sale now for the
$1999 I paid, and I passed on a 10% off coupon when it was $2250 at
Best Buy or Circuit City (not sure which) because I thought I already
had a good warranty with Fry's.

At minimum if I keep the Fry's warranty, I have to make the manager
write down and sign the 5 total bad pixels policy statement. Assuming
they do this, I see these are my 4 options:

(1) Exchange the set and keep the Fry's $330 5 year warranty without
bulb replacement and with a 5 dead pixel warranty written by hand.

(2) Exchange the set, return the warranty, and let my credit card
double the TV and bulb warranty to 2 years (they would have to re-ring
the entire sale because an exchange would make it look like it was
paid by store credit).

(3) Exchange the set, return the warranty, and buy Sony's extended
warranty (with the ridiculous 21 bad pixels per square inch clause)
for around $270.

(4) Return the whole thing at Fry's and wait/hope for another dealer
to have this set on sale again for $1999, and then buy it at Best Buy
or Circuit City who have more expensive but better warranties that
also cover the bulb and even 1 bad pixel.

Any advice would be appreciated. I'm not trying to debate warranties
here as I believe warranties are worthwhile on expensive items like
LCD TVs with high a likelihood of failure. My dilemma is whether I
should stick with Fry's warranty or try another option.

Disclaimer: The above comments are my opinions.
Anonymous
September 22, 2005 7:36:01 PM

Archived from groups: alt.tv.tech.hdtv,rec.video (More info?)

John@nospam.com (John) wrote in
news:4333caad.4136681122@news.west.cox.net:

> I bought a Sony KDFE-50A10 at Fry's Electronics. I'm very happy
> with the TV's picture quality except I have a few stuck pixels
> (always blue or green) and the set turned itself off once in the
> middle of viewing (when no one was near the remote or the set).
>
> I talked to Fry's and they said they would exchange it... once
> they get some more in stock. Apparently they are having supply
> problems and the one I got was the only my store received in the
> last few weeks. So I have 3 more weeks for them to get one in
> stock for exchange.
>
> Even if they receive a new set in time, I worry I'll get one in
> worse shape (with more dead pixels) or with what some people call
> "color blotches" (something to do with a polarization problem),
> but I decided I'll take my chances. If the second unit is worse,
> then I'll return everything and lose my $60 delivery fee.
>
> I also read that new stuck or dead pixels can appear over time, so
> after the exchange I could still end up with a set with bad pixels
> making the exchange in vain.
>
> What bothers me the most is that the 2 salesmen I talked to at
> Fry's (who never seem to be there any more) when I originally
> bought the TV told me incorrect things about their 5 year
> warranty. I very clearly asked if bulb replacement was covered and
> I was told yes... everything is covered during the 5 years.
>
> Then when I called to try to arrange an exchange the service guy
> told me bulbs were not covered and that they go by the
> manufacturer's warranty on bad pixels. I asked if he was saying I
> have to have 21 bad pixels per square inch? Then I got transferred
> to a supervisor who said 5 bad pixels on the entire set would be
> sufficient (of course that number isn't written anywhere in their
> warranty policy). When I mentioned that I had been misled on the
> warranty about bulb replacement he said he was sorry that I
> misunderstood the policy rather than saying they would try to do
> something about my being misled (such as offering me a free bulb
> when I need one or knocking something off the cost of the
> warranty).
>
> Someone else I know bought the same TV and the same warranty at
> Fry's and was told the same thing about bulb replacement being
> included, but when I told him he was misled he didn't seem to
> care. I suppose that is because he got a perfect set (no stuck
> pixels) and he makes a lot more money than I do.
>
> So I really feel like throwing the TV back in their face and
> buying it somewhere else. The problem is that nobody has it on
> sale now for the $1999 I paid, and I passed on a 10% off coupon
> when it was $2250 at Best Buy or Circuit City (not sure which)
> because I thought I already had a good warranty with Fry's.
>
> At minimum if I keep the Fry's warranty, I have to make the
> manager write down and sign the 5 total bad pixels policy
> statement. Assuming they do this, I see these are my 4 options:
>
> (1) Exchange the set and keep the Fry's $330 5 year warranty
> without bulb replacement and with a 5 dead pixel warranty written
> by hand.
>
> (2) Exchange the set, return the warranty, and let my credit card
> double the TV and bulb warranty to 2 years (they would have to
> re-ring the entire sale because an exchange would make it look
> like it was paid by store credit).
>
> (3) Exchange the set, return the warranty, and buy Sony's
> extended warranty (with the ridiculous 21 bad pixels per square
> inch clause) for around $270.
>
> (4) Return the whole thing at Fry's and wait/hope for another
> dealer to have this set on sale again for $1999, and then buy it
> at Best Buy or Circuit City who have more expensive but better
> warranties that also cover the bulb and even 1 bad pixel.
>
> Any advice would be appreciated. I'm not trying to debate
> warranties here as I believe warranties are worthwhile on
> expensive items like LCD TVs with high a likelihood of failure. My
> dilemma is whether I should stick with Fry's warranty or try
> another option.
>
> Disclaimer: The above comments are my opinions.
>
>

I would without question go for #4 - return it for full credit on
your credit card. For one thing, that way you beat the 30 day
deadline (and be sure it's not a 14-day deadline, which Fry's has on
some merchandise). Also, IIRC, with Fry's return policy, you
basically don't have to justify your return in terms of how many
stuck pixels there are. Don't forget to return the extended warranty
:-)

BTW, I have had bad experiences returning items for store credit at
Fry's. One case in point: I returned a bad motherboard, used store
credit to get a new bad MB of another brand, and had a hell of a
time getting the staff to return it for more credit to get a third
MB. Somehow, the sequence messed up their idea of an audit trail...

Disclaimer: The above comments are my opinions :-)

HTH,
Gino

--
Gene E. Bloch (Gino)
letters617blochg3251
replace the numbers by "at" and "dotcom"
Anonymous
September 23, 2005 9:27:52 PM

Archived from groups: alt.tv.tech.hdtv,rec.video (More info?)

Are you certain that the Circuit City and Best Buy warranties
cover the lamps?

One person in town here discovered that if Best Buy was "unable"
to repair his television and didn't have an identical model for
replacement, they were liable at most for the cost of the
warranty

John wrote:

> Any advice would be appreciated. I'm not trying to debate warranties
> here as I believe warranties are worthwhile on expensive items like
> LCD TVs with high a likelihood of failure. My dilemma is whether I
> should stick with Fry's warranty or try another option.
Related resources
September 26, 2005 7:11:51 PM

Archived from groups: alt.tv.tech.hdtv,rec.video (More info?)

Best Buy's warranty terms specifically say: "Plans for LDP and
Projection LCD TVs include bulb coverage". I had 3 different salesmen
(I wrote down their names and got 1 of them to sign it saying
"multiple bulbs covered") say the same thing.

Circuit City was a moot point because they wouldn't work the deal for
me, and their warranty was $100 more for what looked like the same
thing as Best Buy (plus no reward zone points).

On Fri, 23 Sep 2005 17:27:52 -0500, Mike Berger <berger@shout.net>
wrote:
>Are you certain that the Circuit City and Best Buy warranties
>cover the lamps?
>
>One person in town here discovered that if Best Buy was "unable"
>to repair his television and didn't have an identical model for
>replacement, they were liable at most for the cost of the
>warranty
>
>John wrote:
>
>> Any advice would be appreciated. I'm not trying to debate warranties
>> here as I believe warranties are worthwhile on expensive items like
>> LCD TVs with high a likelihood of failure. My dilemma is whether I
>> should stick with Fry's warranty or try another option.
September 26, 2005 7:14:31 PM

Archived from groups: alt.tv.tech.hdtv,rec.video (More info?)

I will go route #4. I already got it at Best Buy with the better $400
4 year warranty, and I'll do the Fry's return in a couple days.

The dilemma that is bothering me now is Fry's just listed the 55" A20
Sony set for $2499 so for another $500 + tax I could get a 5" bigger
set at Best Buy. It's tempting, assuming they are still in stock.

On Thu, 22 Sep 2005 13:24:29 -0500, "Gene E. Bloch"
<hamburger@NOT_SPAM.invalid> wrote:
>> (4) Return the whole thing at Fry's and wait/hope for another
>> dealer to have this set on sale again for $1999, and then buy it
>> at Best Buy or Circuit City who have more expensive but better
>> warranties that also cover the bulb and even 1 bad pixel.
>
>I would without question go for #4 - return it for full credit on
>your credit card. For one thing, that way you beat the 30 day
>deadline (and be sure it's not a 14-day deadline, which Fry's has on
>some merchandise). Also, IIRC, with Fry's return policy, you
>basically don't have to justify your return in terms of how many
>stuck pixels there are. Don't forget to return the extended warranty
>:-)
>
>BTW, I have had bad experiences returning items for store credit at
>Fry's. One case in point: I returned a bad motherboard, used store
>credit to get a new bad MB of another brand, and had a hell of a
>time getting the staff to return it for more credit to get a third
>MB. Somehow, the sequence messed up their idea of an audit trail...
>
>Disclaimer: The above comments are my opinions :-)
>
>HTH,
>Gino
!