Sony Electronics Inc Complaint - Product Has Latent, Inherent Defects That Cause CRTs To Become Inoperative
I have Sony rear projection TV model KP-57_WS500. I purchased the set about 4 ½ years ago. The set has performed perfectly until about 16 months ago. The red CRT went out on my set. I had problems finding a technician that would agree to work on my set. Most of them said they no longer service big screens. I finally found a service center to repair my set. He replaced the CRT and once again the set was great.
Recently I have been experiencing problems with the red CRT again. I visited the Sony web site and found an “authorized” repair center close to me. When I called, the owner told me that I should just get a new set. It would cost more to repair my TV than it would to by a new one. He said that every WS500 he has looked at had the same problem with one of the CRTs, Sony knows about the problem and refuses to do anything to help the people that own this particular model. I have corresponded with several people that have told me they experienced similar problems with their rear projection TVs of this model. I have done some research and have found out that this is a latent, inherent problem with most WS500 models. I also found out that Sony has recently settled a class action suit on a similar problem with the XBR50 and XBR60 models.
I called Sony customer service about this problem. I was transferred to parts and they offered to sell me the red CRT for $186.40. Not very expensive considering the investment I have in this set. However, I can’t find anyone that will install a CRT that I purchase directly from Sony. It seems that if they replace the red CRT there is no guaranty that the blue or green CRT won’t go out. I also thought it strange that Sony would offer to sell a part to a customer directly. That privilege is usually reserved for merchants and authorized service centers.
I am disabled and can not afford a new set or an expensive repair bill. Hopefully Sony will assist me in the repairs and litigation will not be necessary. Anyone having problems of this type and can not get satisfaction from Sony should research the laws of their state concerning the merchants warranty of serviceability and lemon laws. A lot of states have enacted laws to protect consumers against this kind of fraud.