I've had my HD65 for a little under a year, with 320 hours on the bulb, when it stopped turning on last month, with the bulb light flashing. I sent an email to the Optoma customer service address asking what the possible causes might be, besides a dead bulb (since it died barely 10% into the 2000 hours of life it was rated for). I waited 24 hours without a response and called their customer service number. After waiting for about 5 minutes I spoke to a technician, who told me that there was no way to diagnose it without sending it in. After emailing them a copy of the receipt and serial number they sent me an RMA number.

I mailed the projector in on a Thursday, they received it on a Monday, and I got an email from a technician on Tuesday afternoon. It said, "Unit needs new lamp to complete the whole repair. Other problems (CHECK FAN VOLTAGE } will be fixed under warranty except lamp." They wanted $200 for the new lamp, and another $100 to install it. I called back and pressed on the cause of the lamp going bad 10% into its expected service life and they said it was not due to any other problem, and would not budge on the price.

Reluctantly, I agreed to pay the $200 for the new lamp, but not the installation, and was then told that they're on backorder, and won't be in for another 2-3 weeks. I was offered the choice of 1) not ordering the lamp, 2) order and wait until they get it back in stock and ship projector and lamp together, waiving the $12 shipping on the lamp, or 3) send projector back immediately, and then send lamp when it becomes available for a $12 shipping charge. Since the projector is no good without the lamp, I choose 2.

So far it's been 2 weeks and I am still waiting.

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Overall I am less than satisfied with this experience. The lamp going bad after 320 hours and then having to pay $200 for a replacement does not sit well with me. The fact that they wanted $100 to spend 5 minutes installing it does not reflect well on them, nor does the fact that they're backordered on a bulb for one of their most popular projectors. On the plus side, the technician was accessible and polite, as have been the other Optoma people that I've dealt with in the course of this.

Overall I would give them a C-. I am not likely to buy or recommend an Optoma projector in the future, but I also would not go out of my way to disparage them either. They did slightly more than the bare minimum, but certainly not enough to impress me to the point of gaining my loyalty as a customer. Also, I can't help but suspect that something shady is going on and that my bulb didn't just burn out on its own.

The one big lesson I learned in all of this is to give more weight to warranty and customer service when buying my next projector. Epson in particular stands out in this respect.

October 25 2009 Update

Now the ETA for the bulbs is end of November. Originally I was told mid October. I wonder if they would have bothered to tell me if I hadn't asked where it was.

My last email to them is below and sums up my feelings on the situation. Any one of these things by itself probably wouldn't motivate me to hold a grudge, but the cumulative effect of the three of them together do. I won't be buying a projector from Optoma ever again.

Please cancel my order and return my projector without the bulb.

This was my first experience owning an Optoma projector and it has not been a good one:
- The lamp in question burned out 10 months after purchase, and about 10% into it's expected life. That projector was very well-cared for and lightly used, so the early failure of the lamp was pretty unexpected and disappointing. The write-up on the RMA report indicated that there was an issue with the fan voltage, that to me sounds like it may very well have been the cause of the lamp issue, although your technician later denied that there was any other failure.
- Optoma is asking $200 for a replacement lamp, plus another $100 to install it. $100 to perform an operation that takes 5 minutes? That just wreaks of milking customers for money.
- The lamp isn't projected to be delivered until the end of November, which is over 2 months after I placed the order, and 6 weeks after the date that I was originally given. Had I known that it would be end of November for the lamp, I would not have ordered it through you guys.

None of this reflects well on Optoma, and at this point I am thoroughly dissatisfied with my experience. Note that this isn't a reflection on that way that you or other Optoma folks have treated me, as you've all been very responsive and courteous. But I obviously have problems with the events that have transpired here.

i had the same problem with the same projector. my lamp died at 250hrs, i sent it in and they wanted to charge me for a new lamp. i pressed my case until they agreed to pay for the new bulb. like you, i asked if anything else was wrong with it because i thought a bulb dying that early was suspect. they said it checked out fine and sent it back. when i got it, it would only turn on half the time so i called them back, they issued me another rma number and i sent it back in. this time they replaced the lamp driver(exactly what i asked them about the first time) and it has been working fine ever since.

i would make absolutely sure everything checks out before they send it back to you.

I've had my HD65 for over a year now,I've always run it in low lamp mode to boost the life from 2000-3000 hours. It has 1033 hours on then last night a loud pop, bam no more bulb life. What sucks is I was already saving for the Optoma hd200x for $1199. I dont know what to do now a bulb here is between $400-$500 , and I have saved $700 already. I think it would be dumb of me to spend almost $500 dollars on a bulb for a 720p projector, but on the other hand what is a HD640/HD65 worth with no bulb? $100? Is it just me or is 1000 hours on low lamp mode really low, I feal jipped...

I bought a refurbished HD70 from Tigerdirect and 2 months into having it the lamp light came on. I called Optoma and they said you can send it in but the bulb only has a 30 day warranty. I have maybe 8 hours on it and yet they wanted $250 for a new bulb. Needless to say I am not happy with Optoma.

HD65 replacement lamp for $165
http://www.provantage.com/optoma-bl-fs180c~7OPTO0CP.htm

I had to return my HD70 for bulb flickering issues in march of 2008. It had something like 300 hours on the bulb. Optoma emailed me a prepaid shipping label and I sent the projector in. They determined the bulb was defective, and replaced it free of charge. I dealt with Robert Sarauw, who was excellent. You may try to see if he still works there.

I did have to wait a couple of weeks for them to get the bulb and install it. They must not keep many in stock.

Lamps are a problem for sure. Optoma doesn't make the lamps. I was talking to my engineering mgr buddy he said the lamp company can get a bad batch of lamps, chemistry isnt' right. Then again you can get many lamps running for 3,000 hours or more. The lamp making is a weak link for all these projectors. Best to buy a couple of bulbs at the cheapest price you can get and stand ready. You can get lamp matches for well under $200 these days. That's what I did I bought a couple, if a lamp flakes out I'll install the new bulb and pray. :)

You'll know it's your lamp when you can't fire up the PJ after 3 tries, time to put in the new bulb. May your next lamp go to 3,000 4,000 5,000 hours.

5,000hours no joke I've heard from H30 owners with 5k hours. Best luck

October 25 2009 Update

Now the ETA for the bulbs is end of November. Originally I was told mid October. I wonder if they would have bothered to tell me if I hadn't asked where it was.

My last email to them is below and sums up my feelings on the situation. I won't be buying a projector from them ever again.

Please cancel my order and return my projector without the bulb.

This was my first experience owning an Optoma projector and it has not been a good one:
- The lamp in question burned out 10 months after purchase, and about 10% into it's expected life. That projector was very well-cared for and lightly used, so the early failure of the lamp was pretty unexpected and disappointing. The write-up on the RMA report indicated that there was an issue with the fan voltage, that to me sounds like it may very well have been the cause of the lamp issue, although your technician later denied that there was any other failure.
- Optoma is asking $200 for a replacement lamp, plus another $100 to install it. $100 to perform an operation that takes 5 minutes? That just wreaks of milking customers for money.
- The lamp isn't projected to be delivered until the end of November, which is over 2 months after I placed the order, and 6 weeks after the date that I was originally given. Had I known that it would be end of November for the lamp, I would not have ordered it through you guys.

None of this reflects well on Optoma, and at this point I am thoroughly dissatisfied with my experience. Note that this isn't a reflection on that way that you or other Optoma folks have treated me, as you've all been very responsive and courteous. But I obviously have problems with the events that have transpired here.

Hi Ben, what is the status now? Did they ever send your projector back? Are you located in the States? I live in Calgary AB (Canada) and have had similar issues with my HD65.

I purchased it in May 09, then by July 09 the bulb 'popped' I dealt with Costco Concierge (as I bought it with them) and they were a bunch of jokes. After calling back 5 or 6 times, I finally decided to contact Optoma (Canada) directly. She told me the problem sounded like the bulb and to send it in. A week after I sent it in, I received my Projector back with a new bulb working fine (all covered under Optoma's warranty).

Then last week (November 15) the bulb went again! (I assume around 200 hours, similar to last time). I spoke with the same lady at Optoma (as she was fantastic before), again she gave me a new RMA number and told me to send it in. I just got an email from her today stating they have replaced the Lamp and the Lamp driver (I'm not sure if they replaced both last time). She told me to expect it with in 2 or 3 days.

Overall, I have had great customer service with Optoma, but have not been satisfied with their products (obviously). I hope the lamp drive resolves the problem this time.

Hopefully all will go well with you in the future.

My HD65 died completely with about 400 hours on it. It was only 9 days past the 1 year warranty but fortunately they offered to repair it.

However, now that I've sent it in I have no clue what the status is. They've had it for a week (not including the week that it took to reach them) but the online status tool that they have only reports "invalid login" errors whenever I try to check it. (even though I'm entering the information exactly as stated).

I've heard storied of them rejecting deliveries even when the RMA number is clearly printed. So I'm paranoid that after 2 weeks with no TV the thing isn't even being fixed.

Anyone know if their RMA status tool actually works? I've emailed them a couple times but I'm not getting a response.