Originally Posted by cheezit73
Well With two weeks left on my warranty I called Epson this morning and have a refurb exchange on its way. So here is hoping its a good one so I don't have to play the exchange game like I did in the beginning. I have to get my self over the stigma of the refurb because my units buzzing/humming is getting worse, the iris has gotten loud, and now last week the unit shut off by its self once ten minutes after being on with the temp lamps flashing and I believe its because the fan (which is what i think is whats humming) did not turn on. Keeping it would be a bomb with a short fuse I fear. I will let you all know how it goes.
Well thought I would give you all an update, three weeks have gone by since I called Epson for a replacement and the journey has been as expected and also NOT as expected. The quick of it is that it is the same old story, Great customer service (with a bump), poor quality control.
Refurb #1: Yellowish cast on all white plastic pieces especially air intake (guessing nicotine?) Gunk and grime in and around all the ports, poor convergence, VERY sharp lens with uniform focus unfortunately everything else was a deal breaker.
Refurb #2: Poor convergence, very bad color uniformity issue, Loud iris.
Called in pretty upset after #2 was bad when I had been reassured after #1 that #2 would be perfect. Got elevated to a Level 2 support and the rep dropped the ball big time, basically I spent an hour on the phone during which time he said he spoke with advanced product support and the were going to do "something" to the projector that they were going to send me. When I asked him to elaborate on just what "something" meant he kept dodging the question. He advised me I could call back later in the day or the next day to get the tracking #. I called back the next day and found out that there was no record of my conversation with the rep or any replacement on the way. Long story short I went through several supervisors and eventually ended up on the phone with a customer relations specialist in Los Angeles. She set me up with a replacement that was going to be double checked by techincians before being sent to me and she assured me it would be perfect. which leads us to:
Refurb#3 the perfect double checked unit: Ummmm..... not so much, Loud iris, poor focus uniformity, very soft, poor convergence red is off horribly, loud fan with irregular noise, iris appears to not open all the way up even when turned off causing overall dark image.
Ahhhhhhhhhhhh!!!!!! Ok so now it's the day before Thanksgiving, call the advanced specialist and leave a message on her extension she gave me, no call back. Its a holiday so I am patient, I call again Monday morning, no call back by today. So I called the regular private line and....
I explain the rep the situation, he verifies a few things and looks at the notes. Tells me I should not be having to go through all of this and personally offers his apologies regarding the whole mess. Asks me to hold for a few minutes and comes back with an Advanced specialist. The advanced specialist also apologizes and tells me that for my troubles he is going to have a refurbished 5010 double checked by the techs and sent out to me asap! I am so ecstatic the extra Lumens are going to be great for my 16 foot throw!
So will I buy Epson again in the future? Absolutely based on the end result and the obvious fact that Epson does value it customers. I will let you all know how the 5010 turns out..!