White Dot Syndrome on Mitsubishi WDY-657

[burdi07]

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engine, and around $250(exact quote from repair center) for the labor, that puts me at $1,000 for a TV which is far outdated.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.

[grayfox]

hello burdi07!
Wow, great letter, very detailed. Did you ever get a response from Mitsubishi???

[rougeleader]

Wow, i never knew it was such a hassle to talk to mitsubishi!
well, good luck, hope they come to their senescence and keep us posted!

[sweetpeaf79]

So have you had any other luck with Mitsubishi, it has been weeks since I contacted them about my problem and they wont seem to help me. I have a WD 57733 and I paid a service charge to be told an optical engine isnt worth purchasing that I could just get a new Tv.. Mitsubishi is giving me the run around and keep saying they are reviewing my case.. My question is can I just buy the DMD board that has the DLP chip on it and replace that instead of the whole optical engine because the DLP chip is what is bad

[burdi07]

Sorry I never got the chance to update you guys.

Anyway, the letter was what it took to finally speak with a "higher level rep" (English was his first language). I still had to call in several times to remind them I sent the letter and for somebody to actually read it and respond (Mitsubishi's customer service has to be the worst of any company I've ever dealt with).

About a week after sending the letter and the several calls back, I was finally contacted by an American rep. based out of California. After everything was said and done I got the new model [b]73"DLP for $521.32[/b] :D. 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.

All in all I have to say I came out on top from the situation. It sucks that you have to put all the effort into complaining and writing threatening letters, but sometimes that's just what it takes I suppose. I definitely cannot stand Mitsubishi but I do love their TV's ;) ...when there working of course.

To sweetpea, have you worked something out with Mitsu by now? I'm sure you probably already know the answers to your question but the answer is yes and no.

I found one company online who sells the DMD chip itself and the board separate from the light engine, HOWEVER, they are not cheap by any means($400) and to disassemble the engine and install the chip from my understanding you basically have to be a TV repair technician, or hire one for about another $400. Also, Mitsu does not manufacture the chips separate(go figure) so any chip or board you find will be from a refurbished TV/black market dealer. And I'm sure if you complain enough Mitsu should refund your service charge as long it was performed by one of their authorized techs.

Hope you got everything worked out by now, but if not feel free to contact me for help.

Cheers,
Dan

[lazybum15]

Hello!

Burdi 07 if you still coming to this forum, can you plz give the name of the superviser in California
or his phone #.

Maybe I will be lucky enough to get the dmd chip from them. lol

lazybum15

[grayfox]

burdi we've all been there, I admire your persistence! i loose my cool too quick! :shock:

As Lazybum15 says this information could help others!

[swhaley426]

I have a Mitsubishi 60" that I have owned less than 2 years. After about a year and a half a couple of white dots appeared.Now there are numerous white and black dots all over the screen. Where do I start in getting some help?

[banelson]

Does anyone have any answers for any of this? I have the same white dot problem, but all I see is questions. No answers.

[grayfox]

This sounds like a DMD board issue, I do not think anything else could be causing this, if it is affecting the menu screen and all types of inputs... DMD / light engine :cry:

[banelson]

How hard is it to replace a DMD board and what is the estimated cost? There does not seem to be any other issues with the television
beyond the white dots. Nothing else seems to be affected.

[grayfox]

regardless whether you can find the bare DMD or a complete light engine, you will have to remove the entire lightengine since it is bolted directly to it!

[banelson]

So how much does a dmd board cost? And where can I get one?

[jcintc]

WD 65734
I have owned 5 mits tv with never a problem ,,,until now. I joined the white dot club a little over a week ago. Estimate, proof of purchase submitted & got a ref # today. Should get a call in the next day or two. Will post results.

[baseballmom]

I too have fallen prey to the White Dot Syndrome. I e mailed the company a letter but I am not expecting too much via a return response. I agree with the person who posted we should start a class action suit against Mitsubishi. You can count me in. :x