Originally Posted by joatmon
I've had my RS15 for just under 2 years and about 1400 hours on it. It developed the pink stripe similar to other's problems I am starting to see more often on this thread. I sent it in to JVC to the tune of $100 for shipping and insurance, and they received it on June 3rd. I called on June 13th to find out the status because JVC didn't bother to inform me that they received it. They showed it in the system as of the 10th of June and that they were waiting for parts. As of today June 16th, the repair order still says waiting for parts. So, are they going through parts like they are candy, or is their customer service this bad. I'm not sure. I have to say that I am extremely disappointed in the quality of these "High-End" projectors, I'm on my third in 7 years. I didn't even have one of them last long enough to go through the original bulb, and all three went in for service at some point. Two Benqs and the JVC. I think I'm done with the High-End stuff after this one since they all seem to be disposable. The JVC was stunning when new, I'll give them that. I guess I'm fortunate that mine broke under warranty. I'll post when I finally get the projector back from JVC.
I followed the advice of a customer service Rep and sent it to California. One of the avs forum members sent his to the TX Facility(it arrived 6/28), and it was supposedly repaired in a few days but they still don't have it back. Apparently, they can't ship parts from one facility to another.
Update 06/29/2011. I am still waiting on my projector. The status on JVC's web site still says waiting for parts.
07/06/2011. Contacted customer service. Someone was supposed to call me back. Verified my phone numbers with them. Of course, no call.
07/07/2011. Contacted customer service because they still have not bothered to call me back. They told me the part is back ordered until 7/27/2011. Expressed that was unacceptable and very unprofessional since JVC has made no attempt to contact me. Someone is supposed to call me back. (I won't hold my breath). I'll keep posting.
07/08/2011. I talked to the service manager at the (claimed by him) one facility in the US that repairs JVC projectors and that is in California. They have "several" projectors waiting for optical blocks. They could not answer why they are telling thadoneternal (post #735) that their projector has been serviced. They have told me on different occasions the last couple of days that the the part will be available to them on 7/27, then the 21st, then on the 12th. I assume they are actually lying to thadoneternal and me and are desperately hoping the parts come in while they can blow us off. I just assume they are trying to give me hope that the projector will be finished soon.
I have actually received a call back from a JVC employee. Although this was the same employee who didn't respond to my emails weeks ago to him about the status of my projector.
07/13/2011. The status on the JVC Service tracking changed from "Waiting Parts" to "Started", so maybe they actually got the parts on the 12th like they said they would. We'll see how long it takes to finish the repair.
07/14/2011. A JVC Technician called and left a voice mail that the projector repair was finished today and would call back with the Tracking number tomorrow. The JVC repair tracking web site has the tracking number listed as of 9:20pm CDT. UPS is showing that it was shipped 2 day air, so it is pleasing that they didn't ship it ground at least. however after having the projector for over a month, next day would have been more appropriate. Especially since I had to foot the bill to get it there over a month ago. Maybe I am close to ending this saga with JVC. I'll put in a final update when I receive the projector back.
07/19/2011. I received the projector back yesterday. Got it all hung up, the image adjusted back on my screen and was getting ready to put a source on the screen when I got these wonderful Green vertical stripes one pixel wide about every 32 pixels apart. I picked up the phone and called JVC. After holding for almost 30 minutes, the green vertical lines had faded to grey lines and then right before a rep answered the phone, they disappeared. Talked to the rep and we decided to see if they came back in the next couple of days. I let the projector run for a couple of hours and checked on it on and off. I didn't see any lines. I turned it off for a couple of hours. Then we came back to watch a couple of movies. After about 5 minutes, I got vertical grey stripes and they lasted a couple of minutes. After about 2 hours, I got vertical grey stripes again and they lasted for about 30 seconds. Today, I talked to the technician that fixed my projector, and he said it sounded like this optical block had a problem too. Problem is that they don't have any more of the parts to replace it again and they are waiting on another shipment. The tech was supposed to call me back on an eta, but hasn't yet. I'm waiting on some call backs from other angles now. The technician told me that one of the D-ILA chips gets out of alignment which is why there is a stripe on one side. The Optical block is a one piece unit that has all of the chips pre-converged, so they can't be adjusted.
7/25/2011. Sending projector back today for the vertical line problem. Yes, they are footing the bill, but only three day shipping not something respectable like next day. They still have no answer as to when they'll have parts so the shipping doesn't really matter i guess. I sent them a picture of the stripes along with the projector so they can't give me the old "we didn't see any problems"
8/03/2011. JVC has had the projector for the evangelized 72 hour repair turnaround, No communication from JVC at all.
8/12/2011. Jvc Still has the projector, no calls, no indication if it will ever return.
8/22/2011. Well, I have a JVC projector. Not a great solution, and not customer satisfaction. Hopefully it will last long enough that I won't have to deal with them ever again. I will never buy another product made by any company owned by Victor of Japan. This includes JVC and Kenwood. They are the absolute worst company I have ever had the displeasure of dealing with. Run as fast as you can to another company that doesn't treat their customers this poorly. It's sad how little it would have taken to make this experience way more palatable. If they would only acknowledge they are having trouble getting parts and would have asked me to keep my projector until they had a part for it, I wouldn't be so upset. But they made me send it in twice knowing there wasn't a part to fix it and they never bothered to even make a personal call to tell my why they were having a problem repairing the projector. Good luck to all of you that are having the Pink Band Problem.