My wife and I are having the exact problem discussed in the "Red Cloud" article. We called the Hitachi Cust Relations Dept and they did not know of the issue we said we have and referred us to a repair center in our area. Your article mentioned only having to pay for the install -- is there any way to make sure we do not have to end up paying the $1,500 chunk? I am worried that the repair guys will come, charge us an hourly fee, and then say we have to pay the $1,500 in parts before they can charge us $400 (it is starting to add up).
I appreciate your article and any assistance you can provide. Thanks,
I called Hitachi and told them I had the red cloud on my tv. I was told to take it to an authorized Hitachi service center where they confirmed it was the light engine. I called Hitachi back with the info. and after confirming it with the service tech. said they would cover the part but not the labor. I was told labor would run about $250. Would cost more for in home service. I called Hitachi's customer relations department at 800-654-7013 and I got right to a real person that seemed very informed about the issue.
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We call this the "red cloud" and nothing you do to the set will correct the problem. You have a defective light engine. We recently went through this so here's what you need to do. Call Hitachi's customer relations department at 800-654-7013 and tell them that you have a defective light engine. They will act like they've not heard of this but they have. They will give you the names of some certified dealers in your area. Once the tech comes to your home and confirms that it's a bad light engine, call Hitachi back and they will send a new light engine to the dealer. The dealer will call you to set up a day/time to come out and intstall.
Here's the deal, Hitachi will cover this expensive part (cost $1500) but it you're not under warranty, you will have to pay for the install. Our install was $400 but others on this site have paid around $200. Please do not let anyone tell you that you have to pay for this part. Deal directly with Hitachi. They have not recalled this part but they are replacing it for free..brand new and not refurbished. All you pay is the install. Also, deal only with customer relations and not customer service. The 800 # I listed is directly to Hitachi customer relations department. Good Luck!
If you have a red cloud in the middle of your set when the tv is black, we call that the "infamous red cloud". In general terms, you have a defective light engine. Nothing you personally do to the set will correct the problem. We just went through this a couple of months ago and here's what you need to do. Call Hitachi's Customer Relations Department at 800-654-7013 and tell them that you have a bad light engine. Initially, Hitachi will act like they've never heard of this problem before...but they have...many times. They will give you the names of some certified dealers in your area to call. Once the tech comes out and confirms the problem, call the customer relations department back and all of a sudden they will have heard of the problem. The will call the dealer you used to confirm that it's a bad light engine and Hitachi will send a brand new light engine (cost around $1500) to the dealer and Hitachi will pay for the part.
The dealer will call you when they receive it and come out to install.
Now here's the kicker, if you're set is not still under warranty, you will have to pay the install. Our install ws $400 but others on this post have been around $200, so it would be fair to say that an average install should cost $200 - $500.
Also here are some things to watch for, please do not let any dealer tell you that you have to pay for this expensive part. Hitachi has not recalled this part but they are replacing it...once you have the set looked at by a certified dealer and you DO NOT have to be under warranty for Hitachi to replace the part. If you're not under warranty, you just pay the install. If you are under warranty, Hitachi will pay for the part and install. Last, please deal only with the Hitachi customer relations department and not customer service. The 800# I listed is directly to customer relations. The Hitachi regular customer service will not be of any help and will deny this problem even exist.
You have the infamous "red cloud" as we call it and nothing you personally do will fix it. Here's what you need to do...we just went thgrough this about a month ago. Call Hitachi's customer RELATIONS department (not customer service) at 800-654-7013. Tell them what the TV is doing and that you believe you have a defective light engine. Now, they will initially act like they have not heard of this problem but they have. The will however give you the names of some certified dealers in your area to call. Once you have a tech out to confirm that you have a bad light engine (this will take the tech less than a minute once you turn the set on) call Hitachi's customer relations department back and tell them you have a bad light engine. All of a sudden, they will acknowlege the probelm exist and will Hitachi will call the dealer direct to confirm that's the problem.
Once they confirm the problem with the dealer you used directly, they will send out a brand new light engine and Hitachi will cover the cost.
Here's the kicker. If your TV is not still under warranty, ours was not, Hitachi will cover the part (cost around $1500) but you will have to pay for the install. Our install cost $400 but worth it to us on a $3600 TV that has been great up until the light engine issue. If you're still under warranty, Hitachi will cover the part and the install. DO NOT let any store or dealer tell you that you will have to pay for this part. Hitachi is replacing it with brand new light engines for free...you just pay the install.
Please deal only with the Hitachi customer RELATIONS department at the number I've listed above. That is the direct number to Hitachi's customer relations department. Hitachi customer service will not help you at all!
Once our light engine was replaced, and the tech replaced it in our home and did not have to take the TV to the shop, our TV is like brand new again! Good Luck:)
You do have the infamous red cloud as we call it. Here's what you need to do and YES, you can have it done by Christmas. Call Hitachis Customer Relations # at 800-654-7013 and tell them you have a defective light engine. They will act like they have no idea what you're talking about but ask them to give you some names of Hitachi certified dealers in your area. Once you've had a tech come out (you will have to pay for them to come out unless you're still under warranty) and they diagnois the problem, call Hitachi customer relations back. Tell them that you had the tech out and that you have a defective light engine. They will send the part to the certified dealer that came out and the dealer should call you to schedule the install.
Now here's the deal, Hitachi will cover the part (around $1500) but they will ask you to cover the install. We just had this done and the tech did the install at our home for $400. It was well worth the $400 to us considering we paid $3600 when we bought the TV 3+ years ago. To my knowlege, Hitachi has not recalled this part. You first have to have it looked at and then they will send out the part.
Please deal only with customer relations and not customer service. I listed the 800 number at the beginning of this post. Everything went very smoothly for us. Don't get frustrated if you call them the first time and they act like they have no idea what you're talking about. Go ahead and get some local dealer names from them and once the problem is confirmed, Hitachi will send the part out and have you up and going way before Christmas...if you call them soon. They had the part to the dealer we used in 2 days. DO NOT LET THE DEALER TELL YOU THAT YOU HAVE TO PAY THE $1500 FOR THE PART!!!!!!!!!! There have been some post that some of the dealers are doing that. Hitachi will replace the part for free! All you pay is for the install. I don't want to sound like a broken record, just want you to have all of the information! Good Luck!
We have the Hitachi LCD rear projection 60V500A. My husband noticed the infamous "red cloud" about a month ago. After lots of research on the internet, we discoverd that it's a light engine problem. This appears to be pretty common with this TV after you've had it 2-3 years. The red cloud will get worse to the point you will not be able to watch the TV. After lots of negative blogs about this problem, I fully expected a fight with Hitachi about it but I have been very pleased with their response. I called the customer relations # 800-654-7013 (regular customer service will not give this # to you) and they gave me the name and number of two Hitachi certified dealers in our area. We had the tech come out yesterday and after taking a quick, one minute look at the set, he agreed that it was a light engine defect. I called the customer relations department and they said that once they were able to confirm this with the tech we used, they would contact us. Within a couple of hours, they called us and said that they were sending a brand new light engine directly to the repair shop and that they would cover the part. Should have it in 2 days.
Now here's the kicker. Our set is 3+ years old so they agreed to cover the part but not the install. Our repair guy said the install would be $385. I felt like I could have pressed the issue with Hitachi to pay the labor but I didn't. For us, to spend $385 on a $3600 TV (price when we bought it 3 years ago) is worth it. It's been a great TV and after 3 years, we've never even had to replace the bulb. The part runs around $1500 and again, Hitachi is picking up that expense. Very easy to settle.
I will tell you that before you officially have the problem looked at by someone they recommend, they will act like they've never heard of this problem. We found that once we had the tech out and called Hitachi customer relations (not customer service) and they were able to verify this through the technician, all of the sudden they were aware of the problem and we should have the part in 2 days. Our tech said that he could do the install at our home and not have to take the TV to the shop. Another great plus! I hope you have the same luck as we did:)
We took in a 60v500a with the same problem, Customer bought a new set. We took hers apart. Here is what we found.
1 there is a squril cage blower and a small air duct that cools the lcd screens and polarizer lenses. Yes there are 3 polarizer lenses one in front of each LCD screen.
These start to overheat and discolor. Maybe the filter for the fan clogs up.
Don't really know.
You can pull the LE and vaccum the filter clean every 3-6 month.
You can remove the lenses and maybe the tv will look ok maybe not. I have read where some have had there repaired and now they see vertical lines in the screen. This seems to be a quike fix by removing the melted lens. Cool A.
We had the same problem and the infamous "red cloud" is a light engine defect and Hitachi knows about it. After calling Hitachis Customer Relations Department (not customer service) they referred us to a local Hitachi dealer that diagnosed the problem in less than a minute as a "light engine defect". We called Hitachi back and once they confirmed this with the dealer, they shipped the part to the dealer and the tech came out and installed it...looks like brand new TV. Here's the deal though, when you first call Hitachi, they will act like they've never heard of the problem until you have theTV looked at. They will pay for the part...$1500 but they will ask you to pay the install. Our install was $400...worth it to us on a $3600 TV. Be sure and call the Hitachi customer relations department and not regular customer service...you will get no where with them. The Customer Relations Department # is 800-654-7013. Good Luck!