My brand new High Definition Projector broke about a month and a half ago. Screen Tearing started appear suddenly anytime the picture on screen was in motion. If you're not sure what screen tearing is click
here.
This picture actually represents what was going on.

Anyway, the tearing popped up in the middle of a blu-ray movie, and after tweaking with the settings I noticed this issue only occurred whenever I was running the resolution at 1080 but not 720p or 480p.
I called Sony support. They wanted ME to pay for the shipping label for a projector that isn't even six months old and is still under it's two year warranty. Maybe I've been spoiled by Apple and Dell, but this to me seemed ludicrous. Only after calling their PR department was I able to get a free shipping label. Might I add they gave me the cheapest shipping label available. It took six business days from the day I sent it for them to receive my projector.
I get a call from a Sony "technician" name Manuel six days later telling me that they don't see anything wrong with the unit. I explained to him the details of the problem. He tells me that he will call me back. He calls me back and tells me that he still sees no problem and that maybe it is the PS3 causing the issue. I informed him that I tried the PS3 with the same resolution and same cables on another HD set and the issue didn't appear. It therefore had to be the projector. He told me again that he would have to call me back. He called back and said that he saw the tearing, and that he fixed it by changing a setting. He will send the unit back to me fixed.
I get the projector back. Excited that I finally have it, I set it up on the ceiling mount, connect the ps3 and power it on. THE TEARING IS STILL THERE! Even worse, it now appears at 720p as well!
Never before have I sent an item to a company for repair and got the item back still broken. I suspect that Manuel never saw the line tearing, assumed that the line tearing I saw was a figment of my imagination, and sent back the item to me aware of the fact that nothing was done to fix it.
I call back pissed off, and Manuel tells me that what I would have to do is send the item back to the company. I politely told him that there was no chance In hell I was going to send him the projector again, that I wanted a new one, how preposterous it was to receive a broken item from a repair center that didn't do a thing to fix it in the first place, and that I wanted to speak to the manager.
Manuel tries to calm me down, tells me that he will give me a special number to call so that I can have a loaner projector through "Sony's Loaner Program". Feeling a little better after having been given this option, I send the projector in and call the "Special direct number" for the "Loaner Program".
Turns out that number wasn't so special. It was the regular Sony support number, and when I finally got through to a Sony Rep they told me that they had never heard of a Loaner Program for customers, and after checking with her boss she confirmed that such a program didn't exist.
Is there any scrap of good news out of this whole mess? Sort of. Another technician (not Manuel) called me last Friday and said that they were able to replicate the tearing on their end. Turns out they had to mount the projector upside down for the tearing to appear. My good ol' buddy Manuel had only tried setting the projector on a table and never mounted that damn thing.
I can't really blame him right? After all, people don't mount projectors. Who has ever heard of a projector being mounted on the ceiling? It wasn't his fault... =|
If they don't send it back to me this week, it will back been close to two months since I first shipped it out. I will never again purchase another Sony product. The only exception I might make is for the next Playstation.
Sony, your customer support sucks.
Other details about this whole ordeal that I didn't implement into my story.- Sony requires you to have your receipt sent in with the item to prove that it is under warranty. I can understand this... After all, this centuries limited computer technology makes it impossible for them to track your information over the computer through the projector's serial number. Apple, Dell, and countless other companies can only do this because they possess magical powers that Sony does not have.
Luckily I keep all my receipts. If I didn't I would've had to pay for everything even though the projector is registered and still under a 2 year warranty.
- When they shipped the item back to me the first time, they didn't ship me back the receipt I sent them from Best Buy proving it was under warranty. Well guess what the second technician needed the second time around? The Receipt! Luckily I had made a copy.
- In the past I have had two ipods fritz out on me. Both times Apple was able to take the Serial Number, see on their computer who I was and that the device was still under warranty, provide me a shipping label for the next business day, and ship me back a brand new iPod within 3 days. Now that's customer support.