Sony Rear Projection TV - Optical Block Problems

 

Related pages on this site
Optical block replacement/cleaning
Sony Service Menu - Checking and Resetting Lamp Hours
If you have any feedback on these pages, you can e-mail me at "sonybluehaze at gmail dot com".

Examples of online forums where Sony optical block problems have been discussed
eCoustics - Sony Projection LCD TV Problems thread
AVS - Sony Grand Wega III Owners thread
Agoraquest - Large Bluish Discoloration thread

Background

Sony's old cathode ray tube (CRT) TVs have a pretty solid reputation for picture quality and long-term reliability. Although Sony's liquid crystal rear-projection models have had a generally good reputation for picture quality, they have been plagued by serious problems with long-term reliability, which likely arose due to poor design of a central module called the "optical block" (also known as a "light engine"). The optical blocks seem to be poorly ventilated (causing them to overheat and damage internal components), they are subject to dust accumulation because they are open to the atmosphere, and some were apparently manufactured with defective parts. In December, 2007 Sony announced that they would stop production of rear-projection TVs in favor of flat-panel liquid crystal display (LCD) and organic light-emitting diode (OLED) TVs: MSNBC news story

Inner workings of Sony liquid crystal rear projection TV optical blocks

White light produced by the lamp goes through mirrors, beam splitters, and/or colored filters (red, green, and blue) onto three small LCD panels (one each for red, green, and blue, although the LCDs themselves are not colored) or a Silicon X-tal Reflective Display (SXRD) chip within the optical block. Then, mirrors combine the three colors of light (LCD), and the final image is projected onto the screen through the  projection lens (see pictures below).

Optical block problems 

The optical block contains many parts, and information is not freely available on which or why specific parts fail, but the optical block is typically replaced in its entirety to fix the issues. The issues tend to arise about two years (plus or minus six months) from the date of purchase (probably depending on how heavy the usage is). Thus, in the absence of an extended warranty, the standard warranty has usually expired by the time the issue becomes evident, requiring owners to pay for this very expensive repair (typically ~$850 for the optical block part and ~$350 for the diagnosis and labor costs). This cost is often close to the cost of a comparable brand new TV at current prices.

Fortunately, in cases where a number of owners have raised the same issue, Sony eventually has issued special coverage extensions for replacement of the optical blocks. The release of these extensions seems to be an evolutionary process. When the first reports of the issues come in, Sony initially does not cover them. As reports increase, Sony seems to start offering partial coverage on an individual basis. For example, they might offer to cover half of the repair cost, or the cost of the part but not the labor. Alternatively, they may offer a prorated credit (e.g., assuming a seven-year life span) towards a new TV in the Sony online store. Eventually, special coverage extensions may be issued that cover the entire cost of the repair, presumably when it becomes clear that relatively large numbers of owners of the same models are experiencing nearly identical issues. As of Summer, 2008, Sony appears to have started offering relatively large discounts on new direct-view LCD flat panel TVs in lieu of repairing defective TV's under their previously announced coverage extensions.

Unfortunately, in some cases Sony's extended coverage does not cover all of the TV models affected by the problems, and if the problem is experienced after the extended coverage expires, Sony will not cover them. In cases where extended coverage has expired, it is possible that Sony will go back to offering partial coverage in response to appeals by consumers, as described above (e.g., pay for part of the repair). However, this is unknown, and Sony may consider the TVs too old for any coverage at that point, although consumers who paid thousands of dollars just a few years earlier likely would not agree. When Sony is deciding to extend coverage of the optical blocks, they are probably balancing the cost of the massive repair bills to fix everybody's TV with the cost of losing customer loyalty.

Warranty length

Many Sony TV's come with a rather generic warranty card that covers multiple models. Most of these cards describe a one-year warranty on parts and labor with the exception of the "color picture tube," which has a two-year part warranty. Unfortunately, the latter two-year warranty most likely applies only to CRT picture tube TVs, not the optical blocks of rear projection LCD TVs. This tends to create confusion for rear projection owners. Note, though, that SXRD rear-projection models may have longer warranties, such as two years. Another possibility worth noting is that if the TV was purchased with a gold or platinum (or similar) credit card, it is possible that the credit card's extended warranty program may double the warranty to two years, and a claim could be filed through such a program.

Repair/replacement options

Older models (e.g., 2003) where warranty and any coverage extensions have expired: Contact Sony and press hard for some sort of compensation, such as partial coverage of repair or credit toward another TV (if you still want a Sony). It seems unlikely that Sony will re-institute any sort of coverage for these "old" TVs, even though they are not that old relative to the life of CRT-based TVs, and they were much more expensive.

Moderately old models (e.g., 2004) on which coverage extension is still in effect: Contact Sony and insist on a cost-free repair. Sony may also offer a discount on a new TV in lieu of the repair (if you still want a Sony).

Newer models (e.g., 2005-2006) on which the standard warranty has expired, but no coverage extension has yet been issued: Contact Sony to register your issue (given enough reported problems, Sony may eventually release a coverage extension). You can take the chance that a coverage extension will be issued in the future and conduct a repair now, but this could be an expensive risk. Alternatively, you could press them hard for some sort of compensation, such as partial coverage of repair or credit toward another TV (if you still want a Sony).

Self-repair: If you do not get a cost-free repair, it is possible to do a self-repair by replacing the optical block with a new or rebuilt version. It is also interesting to note that, even if you accept a discount on a new TV, Sony likely will not collect your old TV, so the self-repair of your old TV may still be an option. Self-repairs should probably be reserved for experienced technicians, so attempting them yourself is done at your own risk. It could result in damage to your TV, and, although unlikely, injury to yourself. If you are experienced with working with electronics, though, it should be possible to execute repairs. See the Optical block replacement/cleaning page for details about optical block cleaning/replacement. Although there have been some claims that replacement optical blocks have been re-engineered, there is also strong evidence that the replacements suffer the same problems as the old ones, so it is not unlikely that the replacements will fail after a period of time.

Dealing with Sony

1. Sony phone support is the logical first step: 1-800-222-7669. They will most likely request that you have your problem diagnosed by a Sony Authorized Service Center.

2. Local technicians typically charge between about $50 and $100 for an in-home diagnostic visit. It may be useful to suggest emailing digital photos of your problem to them to get a quick preliminary diagnosis.

3. If you are not satisfied with Sony's initial offer, the next step is probably to write an appeal to the Sony Executive Review Committee by regular mail:

        Sony Electronics
        Attn: Executive Review Committee
        12451 Gateway Blvd
        Fort Myers, FL 33913

Provide them with your model and serial numbers, a copy of your receipt, your case number from phone support, your contact information, and a description of your problem. 

        Sir Howard Stringer
        Chairman & Chief Executive Officer
        Sony Corporation
        550 Madison Avenue
        New York, NY 10022

5. If you do not receive satisfaction from Sony using the above strategies, another option is to contact the Better Business Bureau and file a complaint against Sony.

6. Another option is to file a small claims lawsuit against Sony or to try contacting one of the various law firms that have filed class action lawsuits against Sony in the past for similar issues.

2003-2004 Grand WEGA models: stationary scribble/random line pattern

On May 18, 2006, Sony issued an Additional Service Coverage for the optical block of its 2003-2004 Grand WEGA models (KF and KDF), regardless of the original purchase date of the TV. The coverage included the KF-42WE610, KF-50WE610, KF-60WE610, KDF-70XBR950, KDF-60XBR950, KDF-42WE655, KDF-50WE655, KDF-55WF655, KDF-60WF655, KDF-55XS955, KDF-60XS955, KF-42WE620, and KF-50WE620. The coverage was based on what Sony describes as a "stationary scribble," "squiggly," or "random line" pattern (also called "road-mapping" and other names by some owners). Some have reported that the size of the anomaly tends to increase over time, and others have reported that leaving the TV on continuously for several days can, at least temporarily, shrink or eliminate it.

Unfortunately, Sony's additional coverage was good only through September 30, 2007. The main web page on Sony's US support site reporting the coverage was removed after this date, and Sony is no longer covering the problem. The main web page could be accessed here: 

http://esupport.sony.com/US/perl/news-item.pl?mdl=KF42WE610&news_id=127

The message on the removed US support page was as follows:

The removed page included links to a claim form and sample photos, of the problem, which still exist. Sony's Canadian support site had a similar coverage extension web page that has also been removed.

Probable cause of stationary scribble/random line problem: Evidence indicates that this problem arises due to defective materials in a mirror, filter, or LCD panel in the optical block, which, after repeatedly going through hot-cold (on-off) cycles, begins to "fracture." There is some evidence that leaving the TV on for an extended period can, at least temporarily, resolve this issue--perhaps by causing the defective part to heat up and resolve the "fractures."

2003-2004 Grand WEGA models: blue spots, dots, blobs, haze, or star pattern

On June 23, 2007, Sony issued a 2004 Grand WEGA Additional Service Coverage on the optical blocks of the following models: KDF-42WE655, KDF-50WE655, KDF-55WF655, KDF-60WF655, KDF-55XS955, KDF-60XS955, KF-42WE620, and KF-50WE620. This coverage is based on what Sony describes as a "blue dot" or "blue star" pattern (also called "blue haze," "blue blob," and other names by some owners). Sony has posted sample pictures of the blue spot problem at the above link. One of them is from my TV (see pictures below). The location and intensity of the blue anomalies can change, tending to get progressively worse. Some users have reported that, over time, increasing numbers of bright blue or white spots appear within the anomalies, which presumably represent pixels stuck in an "activated" state. Colors other than blue have also been reported. The additional service coverage is good through December 31, 2008 regardless of the original purchase date, and owners who have already had their TVs repaired at their own expense will be reimbursed. The page linked above contains links to instructions and a claim form.

Although owners of the 2003 Grand WEGA models were reporting these same blue anomalies, Sony originally chose not to cover these older models. On December 11, 2007, though, Sony issued a "2003 Grand WEGA Additional Service Coverage" on the optical blocks of the following models: KF-42WE610, KF-50WE610, KF-60WE610, KDF-60XBR950, and KDF-70XBR950. The language was identical to that for the 2004 models (see above). However, this additional service coverage was good only through June 30, 2008. This was six months before the expiration on the 2004 models, even though the coverage was issued about six months later. This provided a relatively short six-month window for claims, which has now expired.

Sample pictures of blue anomalies.

See the Additional Service Coverage pages (linked above) on the Sony web site for several examples. The following photographs were taken with a Sony CyberShot camera of my KDF-55WF655 TV on the DVD input using a wide-screen DVD with a solid 75% black/25% white background.

In the following photo, note that the blue haze is largely restricted to the 4:3 viewing area, even though the current source is wide-screen, suggesting some sort of burn-in.

In the next picture, a 4:3 program that was letter-boxed was being viewed for quite awhile. The blue line appeared at the lower border of the letterbox. It remained there when the aspect was changed to the zoom setting and when the wide-screen DVD was played. Over time, the blue line diffused away, but the general blue haze remained.

In the following photo, the blue color has turned into a number of random squiggly lines that resemble areas of high contrast in a paused frame of a TV program recorded on a digital video recorder. It remained there when the aspect was changed to the zoom setting and when the wide-screen DVD was played. Over time, the intense blue lines diffused away, but the general blue haze remained.

Many other posted pictures of the problem show an uneven hazy border of blue at the bottom or other edges of the screen. Others show bright blue blobs that tend to be in the corners. See the eCoustics Sony Projection LCD TV Problems message board thread for more examples.

Note that several owners of the newer 2006 series XBR2, A2000, and A2020 models have started to report similar problems. In addition, reports of 2005 Grand WEGA A10 and A20 models with blue blobs and yellow haze/stains have started to accumulate (e.g., KDF-E42A10, KDF-E50A10, KDF-E55A20, and KDF-E60A20). None of these models have extended coverage at this time.

Probable cause of the blue haze/star problem: Most evidence indicates that the problem lies in overheating of the LCD panels due to their proximity and/or sharing a fan with the lamp, which gets very hot (see pictures below). Of the three LCD panels, the blue one is nearest the lamp and the fan port, which may be consistent with the predominance of problems with blue visual anomalies. Interestingly, an eCoustics forum member posted some pictures of a Hitachi optical blockOptical block replacement page for pictures).
(manufactured by Sony) that exhibits apparent overheating that resulted in a red blob. To reduce the likelihood of overheating, it may be helpful to operate the TV in a less dusty/smoky environment. It may also be helpful to keep the lamp fan clean. This fan blows air out the back of the TV in the middle, bottom area (see the

2003-2004 Grand Wega models: purple "fingerprints"

There are limited reports of this anomaly on some KF-60WE610 and KDF-50WE655 models, although it could be more widespread. Examples include the following:

     AVS forum report with pictures.
     eCoustics forum report with pictures

Probable cause of purple fingerprints: This problem may arise due to dust build-up in the optical block on a mirror, filter, or LCD panel. The optical block is not a sealed unit, so dust can freely enter the LCD area (see photos elsewhere). There is some evidence that this problem can be resolved by blowing compressed air into the optical block to remove the dust. However, it is more likely that the optical block will have to be replaced and then disassembled for cleaning due to the complexity.

2005 SXRD models: green haze, green blobs, yellow stains, yellow lines, and other discolorations

On March 24, 2007, Sony issued an Extended Limited Warranty on the optical block of its SXRD models KDS-R50XBR1 and KDS-R60XBR1 based on what most people call the "green blob," "green haze," or "yellow stain" issue (other discolorations have also been reported).

    Examples: AVS Forum report with picture. Another picture from AVS Forum.

All optical block problems seem to be covered on these TVs, as there is no mention or pictures of specific issues on the Sony site. The extended warranty is good through October 31, 2008 regardless of the original purchase date, and owners who have already had their TVs repaired at their own expense will be reimbursed. The page linked above contains links to instructions and a claim form.

In addition, a settlement has been reached in a class action lawsuit against Sony. At the time of this writing, the settlement is still awaiting final court approval, but it will extend the optical block warranty through June 30, 2009 and offers refunds to owners who have already replaced the optical block at their own expense or invested in an extended service plan or an upgrade to a newer model SXRD TV (XBR2, A2000, or A2020) on Sony's suggestion. One of the main allegations in the lawsuit was that the optical blocks originally used to replace the defective versions produced inferior images compared to the originals. Class action lawsuit links: Sony web site | Plaintiffs

Note that several owners of the newer 2006 series XBR2, A2000, and A2020 models have started to report similar problems, although these models do not have extended coverage at this time. 

Probable cause of the green blob/green haze/yellow stain problem: Defective Silicon X-tal Reflective Display (SXRD) chips, which are based on liquid crystal on silicon (LCoS) technology, and/or overheating issue.

I obtained these pictures and annotated them for those curious about the optical block.

Picture 1. Front view of the entire optical block. The optical block is in the center bottom of the TV case. If you could see through the front of your TV as you face it, this is what you would see. There is a centrifugal fan under the housing on the upper left that has ports that lead from the LCD area on the right (behind the projection lens) and to the lamp area in the front-left. There is another centrifugal fan on the lower right (behind the cylindrical plastic protrusion with the white "filter" around its perimeter that is just to the right of the projection lens). There is a black metal "LCD panel cover" that covers the innards, but it is open on the sides, so air and dust could move freely into it.

Picture 2. Left view of the optical block. The open side of the black LCD panel cover can be seen here, which opens near the "LCD fan port" air input. The other side of the LCD panel cover is also open.

Picture 3. Top view of optical block with the LCD panel cover removed.

Picture 4. Close-up view of the LCD innards. Note that the blue LCD panel is nearest to the lamp.

Picture 5. Extreme close-up of LCD innards. Note the lettering on the ribbon cables leading to the LCDs. The third one is labeled "RL".

Picture 6 (KDF-55XS955). Optical block with LCD panel module removed. Note the centrifugal fan on the lower-right. Also note the proximity of the former location of the blue LCD panel (middle-left) to the lamp light diffuser (clear glass on left that appears red in the image).

Picture 7 (KDF-55XS955). LCD panel module (including projection lens) that was removed from the optical block (see Picture 6). Note that the blue LCD panel has been removed from its holder.

Picture 8 (KDF-55XS955). Blue LCD panel that was removed from the LCD module (see Picture 7). Note the opaque circular region on the left side, presumably caused by heat damage due to its proximity to the lamp.

Picture 9. Fan and lamp housing removed from the optical block (top view of left side). The centrifugal fan pulls air from beneath the circular opening and directs it onto the lamp through the port built into its housing. The lamp would be on the right in the metal clips. The "LCD fan port" air input connects with the area under the circular opening, although this area is not air tight--there is an open slot around the base that could also allow air in.

Picture 10. Fan removed from optical block. Note the dust build-up in the fins. There were also dust balls accumulated under the lamp housing. Presumably, the fan blows out the "lamp fan port" built into the housing directly onto the lamp to cool it. There appear to be perforations at the top and bottom of the lamp itself that are aligned with the port, presumably to enhance cooling. The other centrifugal fan on the other side of the optical block presumably cools the LCD panel area. Also note that there are two other, larger fans in at least some models. On the KDF-55WF655, one is oriented horizontally straight back from the lamp, directing air out the back of the TV. This fan presumably clears hot air coming off the lamp after the optical block fan blows it through. The other fan is on the far right as you face the TV, oriented vertically over the unit that contains all of the audio and video connections (left side when facing the back). The air seems to be deflected off the case and out the back of the TV by this fan.

Picture 11. LCD fan port from the LCD side. This shows the "LCD fan port" opening on the side of the housing that contains the LCD innards. This opening leads to the area under the circular opening on which the optical block fan sits. This may serve both as a source of air to cool the lamp (by directly blowing the air onto it) and a way to cool the LCD innards (presumably by pulling some of the heated air that rises out of the LCD panel area under the metal "LCD panel cover" (not pictured here). I am not an engineer, but I would wonder how effective this LCD cooling system is, given the plastic ridges shown in this picture. It is also a concern that the whole thing is open to dust being sucked across and out of the LCD panel area into the LCD fan port.

Picture 12. Inside case of TV under display area. The optical block inserts to the left, and the lamp portion sits on the right. The metal area by "lamp access" is where the lamp assembly can be accessed from the front of the TV for lamp replacement. Note the "burn" marks on the plastic case where the lamp shines through its housing. This could be due to the light and/or heat reacting with the plastic.