I received phone calls from both Warren from Optoma USA and Diva from Optoma Canada. I spoke with them again in length about my issues and that of the other forum members. So here is a brief summary of the outcome of that conversation. First the good news (well kind of)! Optoma is going to swap my current unit for a new one after the holidays. It was my choice on the time frame as I do not want to be with out my projector on Christmas morning. However if they would have answered my emails earlier and had not waited almost two weeks to do so, I may have had time to swap the projector out before Christmas. However that is not the case it took almost two weeks of constant emails, phone messages and phone calls for them to answer me. My son and I will want to play his new Xbox 360 and I will want to fiddle with my new DVDO processor. We also plan on watching King Kong in HD over the Xbox 360's add on HD drive. We have seen the movie before, but I want to watch it again in HD and through the processor hooked up to this projector; should be awesome, if the bulb does not die first or during the movie.
They are going to give me 90 days warranty on the bulb that will come (in) the unit. They are going to take my old unit and have it sent out for testing and they promised to let me know the results/outcome of that. They say that the issues I have presented to them have been brought to the engineer's attention. They will be taking care of me on an individual case basis. I suggested that they also visit the forum themselves read the posts and make a few posts of their own to easy the growing concerns and frustrations by other owners. They said that they would visit the forum and that is being worked on.
Now, for the bad news (for me and others). They are not willing to acknowledge at this time what appears to be a wide spread problem with this projector model and or the bulbs. Diva said that he is not aware of an issue with this projector model. Warren said that he sometimes hears of bulb issues with other Optoma projector models and it is a problem that happens with all projector makes and models. They both suggested that the forum members are only a small representation of the total market and that there are many other owners out there with no issues with the bulbs and or with this projector model. They both also suggested that they can not determine the cause of bulb failure and that; there are many reasons why a bulb might fail. Can you say user blame and denial, in one breath?
They are not going to cover my dead bulb at all, I am getting 90 days warranty on the new bulb included with the new unit and that is it. What about my other bulb with a cost value of $300+ dollars?? They went as far as to suggest that they are going out of their way to help me and it is above and beyond what they are required to do under warranty. I do not feel that they offered me anything different than what my warranty covers. I feel that they tried to minimize the cost of the issue with me to as little an amount as possible for them. This does not speak volumes about their customer service, and the satisfying of their customer needs. I asked what happens when this new projector arrives and the bulb blows on the new projector at around 100hours. They responded with, if the bulb is under 90 days they will cover it. So it looks like a new bulb for me every 90 days! Should be nice and bright, especially if I run it in bright mode to eliminate the flicker!! They have also yet to post or respond to other forum members. They are still treating this as if it is a limited problem/issue; namely me! So I guess we are still each on our own for now, and will be dealt with on an individual basis. Can you say cheap and blanket denial in one breath?
What I think we need to do is all band together and call and email Optoma USA and Optoma Canada until they deal with us as a whole and address the forum. Do they not realize that we are customers and will not or may not remain customers for long, if nothing is done? They seem to also fail to realize the weight that the AVS Forum holds. That a lot of their potential customers from all over the world come here to check a particular projector out before purchasing it. What will a potential customer see right now if they check out this thread; I am afraid it does not look good for you Optoma.
Will I still get the support and help (which is what is covered under warranty), after they read this post of mine? I am not worried as I do not think they will visit the site, nor do I think they would care if they did. As I have already discussed this issue to death with them. We will have to wait and see, what happens after the holidays when I get my new projector and supposedly get word back from them on what is wrong with the old projector. I do however still hope Optoma proves me and all the forum members wrong and acknowledges with a blanket admission of bulb issues with this projector, and issues a projector recall or bulb replacement program. I guess I still have hope and feel that way because the Tooth Fairy just visited me and I know Santa is coming to see me in a couple of days!
I will be updating my website over the holidays and will post my full review of this projector with screen shots and calibrations made. I do not feel inclined to hold back on the negative comments I have to make on this projector or on Optomas customer service support at this time. Last projector review I posted on my site created over 6,000 visitors and views. Gee, I wonder if that is a big enough market segment for Optoma to be concerned with over potential customer loss? For my self I will likely be moving on to a different projector, which will not be an Optoma. I would have loved to hang on to this projector for another year, but not willing too at this level of cost and frustration.
Anyone want to buy a new/used projector? With a dim flickering bulb in it and a dead spare bulb, with less than 500 hours total use time on the projector?
I sent this to both Diva & Warren as well before I posted it here, (brave huh..or stupid..not sure which yet) giving them time to respond. I have received no repsonse, which is exactly what I expected.
Happy Holidays to all forum members!!
Optoma (Scrooge) you better make this right, before it is the death of this projector model, and the three ghosts of Christmas come and take this market segment away from you!!
Just one more upgrade honey, I promise!!