SlashGear Japan
The Sony VPL-HS51 was a technology breakthrough. It was the first projector equipped with dynamic iris and reached an optimum contrast ratio of 6000:1 with price under $3000. That was 3 years ago. But it’s a suspected faulty designed electronic device that required over $2000 to repair after 3 years of use. There been number of reports from the owners (me included) with a blue smear issue.
A LCD projector is less resistance to heat, the common issues in aging burn-out polarizer. One can get replacement part from manufacturer; usually cost around $120 to replace it yourself. That isn’t the case with HS51, the blue smear seemed to be developed inside the costly Prism Block Assembly that cost of the part alone is $1700. I got the bill of as-good-as-trash-it estimation from Sony like others, a ridiculous cost of $2330 to fix the problem. That costs more than a new unit and a newer and better one today. I have a much older projector from Panasonic that’s still throwing a wonderful image, the only work that needed work is maintaining; replace the lamp once every 3000 hours. Sony engineer is innovative but the quality control could be better. My suggestion, take responsibility for mistake; offer trade in incentive for loyal customer.
13 Responses to “A Ridiculous Repair Cost from Sony to Fix an Old Projector”
Sam February 3, 2008
I have the same problem w/ my Sony VPL-HS51 where the blue smear started in one corner of the screen & then eventually spread throughout. There are still dark areas, but they will eventually become blue. This blue smear is affecting the qaulity of the picture & watering down the image. Luckily, I did purchase an extended contract from 6th ave. store for 5 yrs., but sadley I dumped over $300 already on a new bulb thinking that was the problem. Not sure what they will do w/ my unit, whether fix it, replace it w/ a refurbished one or hopefully give me credit towards a new replacement. Also hope this doesn’t take 2 months to resolve.
NeutralDaniel Lim February 3, 2008
Sam, let us know how it turns out. I hope they get you a new unit :) I need to get one of them extra warranty when the current one ran out on my Panny AE2000U.
I tried my luck replacing the polarisers myself but none seemed to work, turn off the iris seems to get reduce the smear but it’s not helping as the darn thing is glowing in size.
Mine has returned from service with no works done, well, i refused to pay for > $2k repairing cost, it’s too ridiculous considering you can get a full 1080 24p PJ with less than the repair cost. The blue smear is the manufacturing defect, not a commonly known LCD issue for PJ. They really need to do something about that.
On the positive side, even at out of warranty, one only need to pay for low shipping cost to ship the unit to Laredo Tx (Sony PJ service center) for estimation, the overnight return shipping is free.
NeutralDaniel Blacklock March 9, 2008
I have the Sony VPL-HS50, this issue manifested itself after 4 years of use. It started out as a blue smear in the bottom left corner and then slowly but surely took over the whole screen. I did the same as Sam and purchased a new bulb but that made no difference.
Luckily I purcahsed a 5 year warranty. I just sent the projector in for repair today, according to the repairer this is the procedure:
- Repairer takes 2 days to generate a repair quote which is then sent to the Warranty Company
- Warranty company decides if it is worth repairing and contacts me (can take up to a week)
This is my second Sony projector, my first was the VPL-VW10, purchased for $12,500 Australian! It is still going stong as my “gaming night with the boys”/backup projector.
I am a bit of a Sony fanboy and am waiting on their answer to the Epson EMP-TW2000. After reading this post I don’t really want the HS50 back, I can’t with good conscience sell it now, hopefully the warranty company will cut me a deal.
NeutralDaniel Blacklock March 12, 2008
Update:
- Correction – I had the projector almost exactly 3 years, it was still running the original bulb when the blue tinge started at around 2800-2900hrs, the bulb lasted to 3000hrs
Neutral- I called the repairer and they are yet to finalise the quote but they aren’t allowed to give me the figure anyway
- I will call up the Warranty Company next week and see what my options are
Daniel Lim March 13, 2008
The Ae2000u would be my last LCD PJ, no more dust and panel discoloration issue to deal with. forget’ abou it.
Sony’s Lcos have came down in price, vw40 ain’t looking that bad rivaling vw60 without the convergence adjustment feature. Then there’s Sony VPL-HW10, cheaper than vw40 coming in CEDIA. Epson EMP-TW2000 is probably LCD best yet to offer but not industry best. Sony is pounding the enter level market with several models.
Good luck with your repair, mine is piece of junk now.
NeutralDaniel Blacklock March 13, 2008
I see the rainbow effect very well on DLPs so have to stick with LCDs.
I am yet to see a multi-chip DLP in real life though so that might be an option.
This “blue tinge” problem is discussed here by multiple people:
Neutralhttp://www.avsforum.com/avs-vb.....p?t=886918
Daniel Lim March 13, 2008
Me too, but that was few years ago, demo with a Yamaha DLP, 5-segment-color-wheel, seen it but not enough to throw me off. Price was another issue.
It’s a much different story now with pricing and i’m tempted with Infocus coming In83, too bad none of them got len-shift function.
What about Lcos or aka Sony’s SXRD?, the price were much higher than LCD back then but Sony aggressive price cut on entry models is darn close to LCD these days. (the 1080p model)
Then again, next year we’ll have $1500-2000 1080p LCD with better spec.
NeutralDaniel Blacklock April 6, 2008
Well the repair cost was much less than you were quoted:
Neutral$720AU parts and labour which works out to $662US at todays exchange rate.
The warranty company has decided to repair it, I still have two years warranty on it so I am going to see if I can rack up 3000hrs in the next two years and get them to repair it again/give me store credit. :-)
Daniel Blacklock April 28, 2008
This is turning into a real saga. The $720AU that was quoted was only for the replacement of the filters!
I am not sure how many filters are in the HS50 I thought the only one was the external one which I have always replaced when prompted.
So a new quote was sent to the warranty company last week and I need to contact them next week to find out if they are going to go ahead with it this time.
The thing that really annoys me is that I told the repairer what needed replacing and I told the warranty company the quoted repair cost was too low and that I didn’t think they were replacing the right part.
NeutralDaniel Lim April 28, 2008
Sorry to hear that, Daniel.
They must have figured out it’s not the blue polarizer filter that went bad (typical Blue filter burn out issue for LCD projector), there are 6 filters, 3 sets each RGB for in and out on the light path.
I was told and many have reported it’s not the filters but the Prism Block Assembly. For a piece of mind, I went ahead and ordered $170 part from Sony anyway since the $2400 repair was beyond my reach. I could tell my blue filter burned out partially alight but that wasn’t the issue. So i ended up sending the part back and paid 15% restocking fee.
Hope you get yours done.
NeutralDaniel Blacklock July 13, 2008
Hi Daniel,
I picked up my projector two weeks ago and it is working fine
Total repair cost: $2500 AUD
The funny thing is that it is selling in stores for $1800 brand new. I asked the repairer why they repaired it when it could have been replaced for cheaper and they said that the warranty company evaluates the repair cost against the initial purchase price! It will be interesting to see what they do if it happens again in two years as it will still be under warranty and be worth almost nothing.
NeutralMr. Samsungn Xbox November 16, 2008
Since I began to complain about the blue smear 1 month after the warranty was us and now 6 months later – I have new projector and quite a story. I “communicated” with various persons at Sony until they offered a reduced price on a new projector which I accepted. The credit card of course was charged many days before the projector shipped but it arrived and is nice. It was interesting that no signature was required?? Anyway after having the projector for only a few days I recall that I have extended warranty on the Visa that I purchased the projector with. I called and they said – “No problem your covered” ——WHAT!!!!!!!!!!!!——– Just need to get a repair quote. Getting a repair quote was like asking for hens teeth. Sony won’t even quote the price of the prism for a Sony authorized repair center and definitely won’t quote over the phone. So….. what to do. I call Manila again and get an RMA number and send the projector to Laredo and head out on vacation. Couple weeks later not a word other than the email -”Your project has arrived at the Laredo service center – so sorry you are having problems blah blah”. Call Manila back— “Your projector is fixed sir” — Oh cool when will it be back and ummm what are the charges ——”Uhhh you need to call Laredo”. after about 5 calls to Laredo each one ending in we’ll call you back and no answer and a subsequent call to the national something or another center so dufus at Sony tells me that my HS51 has been consumed—— Uhhhh whats that mean — You didn’t throw it away did you ——– “It was consumed sir” -including the new bulb with 30 hrs or less — Your projector was consumed because of the exchange deal that you agreed to. I dig out the receipt (that by the way I had to call and request) and sure enough it says exchange -No one told me that this was an exchange and I had even asked if I needed to return the old projector before agreeing the exchange —– Mind you 6 weeks have passed since the new projector arrived and not one peep from them about any expected return. —–Several more calls to Sony requesting a estimate of repairs and no help. what so ever. ———Finally I call Visa and explain also give them the phone number of one helpful person at Sony. Apparently he vouched for me as 5 days later I have check for the exact amount I paid for the new projector. —- I was so please I called VISA and immediately purchased an extended warranty for the new projector too. I was so pleased I didn’t even comparison shop. Now I just need to decide on the new flat screen
————–Hmmmmm think it will be a Sony?
— You decide but if I need an extended warranty I will be calling Visa warranty manager
NeutralSteve December 7, 2008
Hi Guys
Sanyo and Epson offer a full 3 years warranty including the lamp on some models like the TW2000 and Z2000/Z3000 (Aussie stock, not grey market) it’s stories like the above that vindicate our pointing out warranty should be a big part of your purchase decision if you’re looking at overall value.
We’ve seen it all, sad stories like a lamp blowing just after the 500 hr and costing $800 then taking 8 weeks to supply! (That was a Pana who have really bad warranty fine print)
See http://www.ausmedia.com.au/easyfind_projectors.htm
Regards
Neutral