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Sony Grand Wega KF-42WE610 - Lamp melted in place

Our TV melted - the lamp and lamp door melted - cannot replace lamp because it's melted in place. Bought TV in Oct 2003 and can't use it now. According to Sony, it's not their problem...and not a fire hazard. Don't know what to do - when you spend $3000 on a TV it should last more than 4 years, 3 months! Would you please take a look at the photos and tell me if it can be repaired and if so, at what cost? As you can tell, I'm pretty mad about this. Sony has been less than nice about the whole thing... I'm thinking of going to our state Attorney General's Office and the Consumer Product Safety Commission. We showed photos to my uncle who's a fireman and he said it's a fire hazard. Thanks for any help you can give!

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  • Masize Feb 25, 2008

    Thanks Accoridanman! The television is inoperable. Sony isn't much of a resource either. Besides having very rude tech reps, they want us to pay for the repairs...I think the quote was $2000.

  • Masize Mar 04, 2008

    Thanks so much for your input accordianman, but I need more than the parts from Sony. The customer relations dept did offer a lesser product - refurbished - and we politely refused. The fact that we spent so much on a TV and a warrantee that they are not honoring is making me hold their feet to the fire - not to mention the potential danger their product posed to our home and safety. I just don't think it is fair that we pay the most expensive portion of repair - the labor. Because the set melted there is no way to restore it to pristine condition. I do however appreciate your response...but I just have to wonder from your suggestions (and please do not be offended) but do you work for Sony? It just seems that your suggestions are more protective and sympathetic to Sony than to the consumer.

  • Anonymous Oct 09, 2008

    My bulb has burned out for the second time since 2004and yes , this time when I opened the door it has melted to the bulb casing..Hmmm , not a problem or fire hazard? The first time the bulb went out I was told by a repairman to plan on spending a couple of hundred dollars each year for this replacement and he showed me how to replace the bulb so I could do it myself..Sony should be proud..

  • waterchicie Nov 30, 2008

    I have the same problem with my sony KDF42WE655. The TV Lamp light went on which was our singal to replace the lamp. Once we opened up the TV to get to the lamp, the entire housing was completly burned and melted!! Talk about a fire hazard. I have always been loyal to Sony, I have a service person coming out to inspect in a few days, hopefully my TV is not totally trashed after what I paid for it. I see these comments all over the WEB, it is questioning if I will by Sony again due to the fact that my entire HOUSE could have burned down. i thought it was odd that we didn't even smell anything burning. This should by all accounts be a class action law suit, be aware if you own sony, you may want to check your lamp area even if it is working properly. We had NO warning of a problem!!!

  • deed330 Dec 28, 2008

    Wow. I just experienced the SAME problem. I have a KDF-55we655 Sony Wega. After 4 years of great performance, the tv gave a POP sound, then a whirring sound and lights out. The lamp light didn't even come on until AFTER the lamp blew. When I went to remove the lamp, I had to struggle and finally chisel it out. It had melted onto the housing. In fact, the protective cover to the lamp had also melted onto the housing. I had to break it off and then chisel the rest of it off the housing. I am going to buy a replacement bulb tomorrow and hopefully this tv still works! However, I am really scared to even use it anymore. There were no signs of fire. I wish I could afford a new tv but this one should have lasted more than 4 years...I was hoping for at least 10.

  • Anonymous Jan 17, 2009

    We purchased a Sony KF50WE610 TV in November, 2003. Paid $3,000 for it! We replaced the lamp for the second time in May, 2008 and the TV stopped working in December, 2008. Checked to see what the problem was and discovered the lamp access door and housing was melted. Sony acknowledged the defect on their website and said they would repair it for free. Authorized repair company says it is unrepairable since the replacement parts can no longer be ordered. Sony offered to sell us a comparable TV for $953. What a deal! What recourse do we have if the admitted defect can't be fixed? I've read many similar stories on the internet and all confirm our lousy experience with Sony and their customer disservice. Any advice?

  • Z7197GTP Feb 02, 2009


    I purchased the KF 42WE610 TV from Sony in Dec. 2003. I have replaced the lamp 2 times, the first time about 3 years ago and the last time was just before Christmas 2008. The lamp door was warped with burn stains the first time, the last time it was melted and had to be pried off. It quit working the second week in January and I contacted a repair shop. That's when I was told about the so-called recall. I went to their web site and saw the letter posted, and called Sony. They told me that they would cover the cost or fixing the TV, if it had anything to do with the recall problem. Took it in last Thursday and was called back Friiday. They told me that it couldn't be fixed, to much had melted. They said that they had already notified Sony and that I would be hearing from them. Talked to Sony later that day, but the department that handles these types of claims was closed, I am fixing to call them shortly. They better offer me a better deal that the one above. The repair shop said that they really try to make their customers happy, I can't wait to find out ! Hopefully I won't get impregnated.

  • meonline114 Feb 20, 2009

    I have the Sony KF60WE610 purchased in 12/2003 for around $3500. After contacting them, Sony sent their authorized service rep with the promise that they would repair problems related to the melted lamp door at their cost. The service rep showed me that the wiring and lower cabinet was also melted. He phoned in his report and said that it was a "safety hazard" (exact words). Sony claims that the parts are not avaialable and therefore, the TV can not be repaired. They offered a $500 discount on a 52" S-series TV costing $1800 (net $1300 to me). After I expressed my disappointment, he offered to ask the service department to try again to find the parts. But he warned that if they could not, I would be referred back to his department.

    While I wait for the results of that effort, I decided to surf for information and found this site. I'm disappointed to read about the lack of support Sony is providing. One of the main reasons that I purchased the Sony product was due to their solid reputation. At this point, I can safely say that they have lost my confidence and I doubt that I will ever purchase a Sony product again.


  • Anonymous Mar 23, 2009

    I just had the Sony person come and determine the problem is the same and cant be fixed. what should I expect from SOny and what have people settled for with Sony on this. Also how should I go about it with Sony when they do call

  • GrandWega42 Mar 23, 2009

    I had the same problem that others are having with the Grand Wega model KF42WE610. I contacted Sony and they sent someone out to look at it, and they said it cannot be fixed. Sony does not even make the parts for this model TV any longer, which is weird since it's not that old of a TV.
    I don't know what the outcome will be. The Sony rep said that Sony will get back in touch with me, but he did not know what they would do for me. So, it's basically wait and see at this point. I'm glad others have posted and told me what I could possibly expect. If anyone has settled the final issue with Sony, what was the outcome? I don't think I've seen anyone on here state exactly what the final outcome was.


  • Anonymous Apr 10, 2009

    I had the same problem. The rep came out and told us our television is toast. The lamp, lamp door, and chamber are damaged. I am working with Sony right now and they have given ridiculous solutions. I bought the 60 inch and there are no 60 inch options now. We are willing to downsize to the 55 inch, yet we should not have to pay $3600 for it. It is their defect. Thank goodness I read the Sony disclaimer and called before April 1st. Still working on finding a more fair solution. And yes, they did offer a free refurbished 52 inch television with only a 90 day warranty. No thank you and considering escalation of this issue.

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Limited Extended Warranty for Certain 2003 and 2004 Televisions Exhibiting Warping of the Lamp Access Door Posted: 04/17/2008

  • 2003 Models: KF42WE610, KF50WE610, KF60WE610, KDF60XBR950, KDF70XBR950
  • 2004 Models: KF42WE620, KF50WE620, KDF42WE655, KDF50WE655
http://esupport.sony.com/US/perl/news-item.pl?&news_id=261&mdl=KF60WE610#
It has come to our attention that a limited number of Grand WEGA rear projection televisions (models listed above) may exhibit warping to the lamp access door. In rare cases, some additional components may also become damaged as a result.

Sony would like to assure its customers that this issue has been evaluated extensively and that there are no product safety concerns caused by this issue.

As part of our commitment to quality, Sony will reimburse owners of eligible models in the United States who paid out-of pocket expenses on or before May 9, 2008 for an estimate or repair service related to this specific lamp door issue. To receive reimbursement, please follow the exact directions on the claim form for reimbursement; all claims must be postmarked by August 31, 2008. See the claim form for complete terms and conditions.

Additionally, through March 31, 2009, Sony will repair the lamp access door and any other components damaged as a result at no charge for any of the covered televisions. Customers who experience this issue should contact Sony at (888) 649-7669 to schedule a repair. Sony will only provide free repair to covered televisions that exhibit this specific condition.

All other terms of the Sony limited warranty continue to apply. Sony utilizes a network of hundreds of qualified independent third-party servicers to perform in-home television warranty service. Sony, through its Authorized Servicer Network, will repair your set within 30 days of your initial contact. For diagnosis, warranty service, or if your set is not repaired within 30 days, please contact Sony at (888) 649-7669.

Posted on Jan 11, 2009

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If anyone has the problem with these Sony models, you have only a month and a half for Sony to do something about them. I have talked with them for nearly two weeks after finding out that my tv can't be fixed. They offered me 3 different deals, am waiting for the final approval this morning. I will advise you to be prepared for the shock, the first offer will hit you like a ton of bricks, but don't take it, the offers do get better. My TV can't be fixed because the lamp door and the entire housing around the lamp have melted. They don't even have the parts to fix it. They told me that if thhis TV was sold today, it would cost under $500, I told them that they don't have any TVs under $500. I paid somewhere between $2500 and $3000 in Dec. of 2003.
People, if your TV is melted like mine, you need to call them!

Posted on Feb 09, 2009

  • Z7197GTP Feb 25, 2009

    I finally got a settlement with Sony on my TV. After arguing with them for nearly 3 weeks, they finally offered to GIVE me a 42" refurbished for free. They told me once they got the papers back and they were signed, I would be hearing from the shipper in 7-10 business days. Well this past Monday was the 9th day and not hearing from them, I called to check on it. To no surprise, they couldn't find the papers that I sent to them. That really pissed me off! I told them that I Express Mailed the papers with delivery conformation and I have the time they were delivered and the persons name that signed for them. They double checked the delivery, couldn't trust me, and said yes, they were delivered. We will have to investigate what happened. They told me that I would be called within 2 business days with the results of their investigation. It is now,1:42 PM Wednesday afternoon, I talked to them Monday morning, and I think that is over 2 days. I can't wait till in the morning, I kind of feel sorry for the person that answers my call. I better get a new and bigger TV after this or they won't be talking to me anymore, only my lawyer.

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Is the unit currently inoperable? I would try to get those respectively burned parts from Sony. In the future, remember that high brightness levels generally mean more heat and current flow. I've not heard about other sets having this problem at this time...accordianman

Posted on Feb 25, 2008

  • Michael Borelli Feb 25, 2008

    I would now persue the following course of action. Get with consumer relations at Sony and explain to them your situation once agai, just so they know your side of the story from your point of view. Tell them what you have told us, and see if they would at the very least, pay for the parts needed to bring your set back to its pristine condition, and that you will pick up the tab for the labor. This, you tell them, will help restore your respect and admiration for their product. While this may not work,(Hey it's possible!) it shows you that you would like to maintain a good relaitionship with them...accordianman

  • Michael Borelli Mar 04, 2008

    No, I'm an independent servicer, and my comments to you are what most liasons can actually deal with for a number of reasons. First and foremost, the labor for this type of repair should actually be negligible. Not having seen the set, I still cannot believe that the damage was that great, bearing in mind that, fortunately, you did not suffer much greater damage than what was mentioned. Remember too, that there are a large number of factors that can cause catastrophic damage in anything man-made, let alone possible normal operations that still lead to malfunction of an otherwise well-designed product. That in mind, it really doesn't matter if you ask for the parts or the labor in this case; What any Mfgr looks for is whether the consumer will meet them halfway to facilitate a satisfacory settlement for both parties.

    Now, from your perspective, yes, I too, would be extremely peeved if a Mfgr told me to "take a flying leap", so I Certainly see your point of view when you buy any product in good faith, we always expect the maximum number of miles, use or time for our hard-earned bucks!

    And, last but certainly not least, have an insurance adjuster or their representative have a look at this set, as I believe that this occurrence to you is a fluke, and certainly not the norm. Then, there is the fact that did offer another, albeit lesser set, and refurbished at that, but what would you have if your set is repaired? Those views are indeed mine and I take full responsibility for these comments. I AM sorry that you've had such problems, and I hope for the best for you...accordianman

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If you have 3 flashing lights and your lamp access door has melted all you need is to replace the door. Thankfully my lamp has not been effected. I am currently just trying to find the part # or find where I can purchase this door because I leveled the door myself putting a thick peice of cardboard to even the gap from the melted portion in the upper right hand corner and the TV is on again. So don't waste your money having someone come out to diagnose a problem you already know what it is. Try to find the part yourself and make Sony reimburse you for the part.

Posted on Aug 20, 2009

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