Epson is holding my projector hostage - AVS Forum
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post #1 of 11 Old 11-28-2012, 03:09 PM - Thread Starter
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I used to think that Epson had great customer service to make up for their spotty QC, but now I'm not so sure. I sent my defective 8700UB in last Tuesday to get it replaced. On the following Monday I called to check the status of the replacement unit, and they told me that they were back-ordered for replacement 8700's, but they should be getting a new shipment in the next day. Well, it's Tuesday, and they told me that they didn't get any shipment of 8700's in, and it isn't known when they will be receiving any more!

The person on the phone told me that there weren't any equivalent models to send me, because the 5010/5020 that replaced the 8700, are 3D models, and therefore in a whole other dimension (even though I don't care at all about 3D). they told me to call back in 7 days to check in....Seriously??

Does anyone know if there's anything else that can be tried on my end? I just can't believe that they allowed it to come to this.
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post #2 of 11 Old 11-28-2012, 06:11 PM
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Ouch!

I was wondering what was going to happen when the supply ran thin.
I hope that they can source a replacement or at the very least send you a 5010 refurb for your hassles.

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post #3 of 11 Old 11-29-2012, 09:09 AM - Thread Starter
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Called them again today, they told me that since the 8700 isn't officially discontinued, that they can't bump me to the next equivalent model, the 5010. Although in my opinion, when you have 0 in stock, you ought to treat it as discontinued for the customer's sake. They said they MIGHT be getting a shipment in next week, in the meantime, no projector for me.
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post #4 of 11 Old 11-29-2012, 06:47 PM
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Dang, that is definitely one I have not heard before.
I guess it depends on how mad you want to get. I am sure if you raised enough stink they would send you something. mad.gif

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post #5 of 11 Old 11-29-2012, 07:59 PM
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Call corporate and file a formal complaint. That usually gets things moving pretty quickly.
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post #6 of 11 Old 11-30-2012, 08:25 AM - Thread Starter
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Quote:
Originally Posted by rovingtravler View Post

Call corporate and file a formal complaint. That usually gets things moving pretty quickly.
I did just that, and when I asked about getting some kind of equivalent model, they told me that my warranty is for the unit I paid for, not for anything better. They're still not exactly sure when the new shipment of 8700s is supposed to come in.
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post #7 of 11 Old 11-30-2012, 05:55 PM
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So, when did you purchase your projector? It appears to me that after two years or so, all one should expect is a repair not a replacement. Epson is renoun for its generous warranty and customer service for darn good reason. Lets us all be reasonable.
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post #8 of 11 Old 12-01-2012, 06:06 AM
 
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Do they have a 9700 available? That would seem a reasonable replacement.
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post #9 of 11 Old 12-01-2012, 12:13 PM - Thread Starter
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That's a good idea, although they would likely argue that it's not an equivalent model because it's out if its price class, despite the fact that the price difference is mostly due to extras that come along with the purchase. I'll give it a shot.
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post #10 of 11 Old 12-01-2012, 01:39 PM - Thread Starter
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Well, I called and they told me it was already shipped out, and I should be receiving it Monday. Guess I can't complain, (unless of course this one is defective too). Can't help but wonder if Epson has more stringent QC for their Pro lines...
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post #11 of 11 Old 12-01-2012, 02:59 PM
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If the unit is still under warranty, Why didn't you request a replacement?
Epson will send a replacement and you send the bad one back.
So you could keep the bad one while you wait for a replacement.

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