E32706397
Event ID
E32706397 Type
Service Policy Level
4 Safety Issue
No AutoFlag
No Last Update
3/21/2008 5:48:42 PM
Subject
Light / Uneven Background with no input or very dark scenes
Symptoms / Customer Description
Customer may describe the issue using one of the following words: Cloudy / White / Blotchy / Patchy / Mura / Halo / Uniformity
[Primary Symptom Code: 118X ]
Solution
Sony cares deeply about the overall picture quality of our televisions in all viewing conditions and light settings. Sony's Bravia LCD line of televisions, which are among the brightest and most color rich televisions in the world, reflects our commitment to these high standards. To achieve this level of performance Sony utilizes a very bright backlight output and setting. With this exceptional brightness, under certain dark viewing conditions, especially blank screens with no video source, the screen may exhibit a slightly uneven uniformity. This condition is not usually visible under typical TV watching conditions such as movies or general television programming and should not affect your viewing experience. However, should you find that this condition does affect your enjoyment, there are a few settings that you can make to minimize this condition:
Setup Menu ' Light Sensor: ON
Setup Menu ' Power Saving: Low or High
Picture Menu ' Reduce the Backlight Level (Factory Setting: 10)
Combination of the above changes
If the customer is not satisfied by the above settings Sony has released a Self Service Software Update that will further minimize this condition. This Self Service Software Update will not need the Light Sensor or the Power Savings settings to be adjusted. All terms of their Sony limited warranty continue to apply. Sony will ship this Self Service Software Update directly to the customer and thus will not pay technicians to perform this update.
You can check if the customer unit had the software upgraded already by check the Sony E-Support web site. Supply the customer model and serial number and the site will let you know if the software upgrade is needed.
https://esupport.sony.com/perl/compatibility.pl?comp_project_id=8®ion_id=1
NOTE: The upgrade is to be performed by the end user (consumer) only. Should an authorized servicer perform the upgrade, there will be no reimbursement paid.
Note to technicians:
The upgrade for the Sony models will be performed by the end user (consumer) only. Should an authorized servicer perform the upgrade, there will be no reimbursement paid.
This is not a defective condition and Panel Replacement will not be authorized.
This solution is based primarily on changes to the USER settings and are intended to be performed by the customer. As such Sony will not pay a service claim on any issue resolved by this method nor for any panel replacement.
All Panel replacements will be reviewed and any found to be replaced for this condition under pretense will result in no reimbursement paid on the work order.
If the customer is not satisfied with this response, please have them call the Sony Call Center Support line: 1-800-222-7669
Supporting Documents
File Description
Customer_Update_Instruction.pdf Customer Update Instruction
symptom1.jpg Symptom 1
symptom2.jpg Symptom 2
Lightsensor.pdf Light Sensor On/OFF
Model Details
Model Serial Start Serial End Factory Mfg Date Family Name Family Type Category
KDL40XBR2 SEE SOLUTION STE 7/1/2006 FIX 40 TV and Display (TVP)
KDL40XBR3 SEE SOLUTION STE 8/1/2006 FIX 40 TV and Display (TVP)
KDL46XBR2 SEE SOLUTION STE 7/1/2006 FIX 40 TV and Display (TVP)
KDL46XBR3 SEE SOLUTION STE 8/1/2006 FIX 40 TV and Display (TVP)
