I'm in no way a fan of Optoma's support... loved the price, general performance, and picture on my HD66... haaaated Optomas service and general "I don't give a crap what your issue is" attitude I received when I interacted. Plus, for whatever reason, whenever I called in it was always like the first time--don't know what their customer service tracking system is, but I fell through the cracks repeatedly. My problems were minor, and the hd66 is still running, but no matter the price difference or quality difference, I won't use Optoma again. When a company treats you poorly, vote with your checkbook.
So sorry to hear about how they treated your unit...I'd be livid too. My next purchase will be an epson 3010/5010 or the acer, even though the optoma, technically, is probably a better fit and cheaper.