Elite screen policy sucks!!

Originally Posted by tweakalot

Hello everyone, i am experiencing hot-spotting from 8350 projecting on a 106" motorized elite screen cinetension 2 matte white. I have contacted elite screen and here's their response.

Good day,
You have been issued RMA #xxxxx for a full replacement of your defective screen.* In lieu of asking for the entire screen back, we do ask the following parts of your current screen be returned before a replacement can be shipped:
Both casing end caps, circuit board (found under left end cap), IR & RF remotes, wall switch, and a 24 square cut out of the screen material.* Once the parts are received, a full replacement unit will be shipped to you.
When shipping these parts (our address is posted below), please note that your RMA number of xxxxx must be posted on the outside label of your shipping box. *Our warehouse is not authorized to accept returns without an RMA number. *Please note that RMA numbers are only valid for 45 days from the date of issue. *
This procedure is concurrent with our standing Warranty Policy, is at the sole discretion of Elite Screens Inc., and is non-negotiable. *Please note that Elite Screens does not provide Advance Replacement options. *Please let me know if you have any questions regarding your RMA (#xxxx).

Is it typical for a company to request and receive the damage goods before shipping out replacement? (this sucks) Far too often the replacement is in worst shape or in the same condition. I imagine charging a hold to cc makes too much sense. Any advice, suggestion, experiences are appreciated. I will never do business with a certain company again.

Originally Posted by FunHouse Austin

I wonder how many companies send out replacements before getting the original back and then never see the original to verify that is was defective? I am sure more than one person has scammed 2 products for the price of one.

Originally Posted by imjay

Unfortunately Rules is Rules and warranty policy is what it is and in the warranty information is probably available online prior to purchase.

I'm not trying to be a fan of any return policy. I hate having to return anything and so I limit what I purchase from non-local sources to practically nothing because if a return is necessary it always adds time and one or two extra layers of complication. My bride, on the other hand, cheerfully buys online to save a few $$$ and on the rare occasion of a need to return she just lives with the delay.

Even if the distant dealer or manufacturer will agree to ship the replacement prior to receiving the defective merchandise the wait is intolerable when compared to a short drive to a local retailer.

Main thing is to get that "turn around" clock started so the replacement will be received sooner than later.