White Dot Syndrome on Mitsubishi WDY-657
Posted: Tue Dec 07, 2010 6:23 pm
The following is a letter I wrote to Mitsubishi after my TV has fallen victim to the White dot syndrome in only 3 years and they have failed to replace the part which which cost me around $1,000 total including repair.
Mitsubishi,
I regret to inform you that a Television set I purchased from your company only 3 years has begun to fail on me. Model# WDY657. The problem is known as "white dot syndrome", and occurs when the mirrors inside the DMD chip begin to stick. I'm sure your already aware of this. However, your customer service seems to act as if they have never heard of the problem. If you do a quick search on Google, the entire first page has links regarding to this exact problem with the exact model # TV as my own. I have also viewed your site and seen that there has been a recall on the similar 73" models for this exact same problem. The previous facts would lead me to believe your company is more than aware of the issue.
When I initially spoke with your Mitsubishi representatives they referred my to several authorized service repair centers. Both companies knew exactly what the problem was and the answer to it before I could even finish my sentence. Both also informed me that in nearly every similar case, Mitsubishi decides to honor the consumer by offering the light engine for free and the consumer usually just has to pay labor, which runs around $200--300. They did not promise me Mitsubishi would do this, just that it is was normally happens about 9 out of 10 times. I do not see why they would have any reason to lie or exaggerate. To replace a TV I once spent $2,300 on I figured this was acceptable. This morning I received a call from my case adviser Amber, she informed me the part would be $700+ and that Mitsubishi does not recognize this problem as being a manufacturer defect. She also stated several times that this repair would not be economical at $1,300 which is why Mitsubishi was "doing me a favor" so to speak by offering me the part at a "discounted price". After spending $750 on a new light engine, and around $250(exact quote from repair center) for the labor, that puts me at $1,000 for a TV which is far outdated. Brand new models, which are far superior, are only going for $1,099 right now 3 weeks before Christmas. The only thing I could assume would be that the new light engine makes my old TV the equivalent to an newer 120hz model, in which case it would still not be a brand new TV anyway. So please inform Amber that the option is not economical, and not to tell me that this TV is currently retailed at $1,800 when in fact it is not. The following is a link to a newer model for $1,099. http://www.tigerdirect.com/applications ... CatId=1830
Based off the previously stated facts I could only conclude Amber's statements were a flat out lie. I surely hope this is not the stance which your company stands to take as well. I know Samsung has had this exact same problem with their TV's and has replaced any necessary parts for their consumers. I also know because of the way they manufacture their sets, it comes at a cheaper cost to them. I am not sure if this is why Mitsubishi refuses to serve myself as they should, but I would sure hope not.
I am confident it is not the opinion of Mitsubishi that Samsung is a superior competitor or better in any way, so I cannot understand why Mitsubishi would not be responsible as Samsung was in the matter. Also, I do not believe Mitsubishi feels their products should have a shelf life of <3 years and should need repairs (2 DLP lamps which needed to be replaced already) on a nearly annual basis.
In light of the above mentioned letter, I would expect one of two things from your company. One, to accept responsibility and replace the part. Or two, to receive a letter from your company stating the two previous assumptions are true: Samsung is both more responsible and superior to your company, and they offer better products and customer service. Also, in the letter I would assume you would include the stance that your company offers products in which they do not expect to last or are of acceptable quality.
Thank you for your time and I look forward to hearing from you.
Mitsubishi,
I regret to inform you that a Television set I purchased from your company only 3 years has begun to fail on me. Model# WDY657. The problem is known as "white dot syndrome", and occurs when the mirrors inside the DMD chip begin to stick. I'm sure your already aware of this. However, your customer service seems to act as if they have never heard of the problem. If you do a quick search on Google, the entire first page has links regarding to this exact problem with the exact model # TV as my own. I have also viewed your site and seen that there has been a recall on the similar 73" models for this exact same problem. The previous facts would lead me to believe your company is more than aware of the issue.
When I initially spoke with your Mitsubishi representatives they referred my to several authorized service repair centers. Both companies knew exactly what the problem was and the answer to it before I could even finish my sentence. Both also informed me that in nearly every similar case, Mitsubishi decides to honor the consumer by offering the light engine for free and the consumer usually just has to pay labor, which runs around $200--300. They did not promise me Mitsubishi would do this, just that it is was normally happens about 9 out of 10 times. I do not see why they would have any reason to lie or exaggerate. To replace a TV I once spent $2,300 on I figured this was acceptable. This morning I received a call from my case adviser Amber, she informed me the part would be $700+ and that Mitsubishi does not recognize this problem as being a manufacturer defect. She also stated several times that this repair would not be economical at $1,300 which is why Mitsubishi was "doing me a favor" so to speak by offering me the part at a "discounted price". After spending $750 on a new light engine, and around $250(exact quote from repair center) for the labor, that puts me at $1,000 for a TV which is far outdated. Brand new models, which are far superior, are only going for $1,099 right now 3 weeks before Christmas. The only thing I could assume would be that the new light engine makes my old TV the equivalent to an newer 120hz model, in which case it would still not be a brand new TV anyway. So please inform Amber that the option is not economical, and not to tell me that this TV is currently retailed at $1,800 when in fact it is not. The following is a link to a newer model for $1,099. http://www.tigerdirect.com/applications ... CatId=1830
Based off the previously stated facts I could only conclude Amber's statements were a flat out lie. I surely hope this is not the stance which your company stands to take as well. I know Samsung has had this exact same problem with their TV's and has replaced any necessary parts for their consumers. I also know because of the way they manufacture their sets, it comes at a cheaper cost to them. I am not sure if this is why Mitsubishi refuses to serve myself as they should, but I would sure hope not.
I am confident it is not the opinion of Mitsubishi that Samsung is a superior competitor or better in any way, so I cannot understand why Mitsubishi would not be responsible as Samsung was in the matter. Also, I do not believe Mitsubishi feels their products should have a shelf life of <3 years and should need repairs (2 DLP lamps which needed to be replaced already) on a nearly annual basis.
In light of the above mentioned letter, I would expect one of two things from your company. One, to accept responsibility and replace the part. Or two, to receive a letter from your company stating the two previous assumptions are true: Samsung is both more responsible and superior to your company, and they offer better products and customer service. Also, in the letter I would assume you would include the stance that your company offers products in which they do not expect to last or are of acceptable quality.
Thank you for your time and I look forward to hearing from you.
. They basically offered to replace my old 65" model with the newer version, and since it included some bells and whistles it was the same price as the 73" without the internet ports and all that stuff. 
...when there working of course.
