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JVC RS40 Dead at 600 Hours, On Going Support Experience

post #1 of 5
Thread Starter 
Hello friends.

My JVC DLA-RS40 died on Sunday, it was only 600 hours old. I should have seen the signs that something was wrong. It started locking up when I would try and shut it down. Occasionally it would go dark when changing refresh rates. Both required cold, hard plug pulling to resolve. At around 300 hours 3D was shot with the most horrific of cross-talk. Finally, on Saturday when my wife and I went to watch a show it gave me two solid reds and one flashing yellow. After pulling and reinserting the cord, it started again. For the last time.

So now with July 4th movie nights in peril, I've started the tech support process and I plan on documenting my experience here.

I made my first call yesterday at 2pm MST. After waiting on hold for 30 minutes I talked to a pleasant guy who mentioned that the entire thing might be the result of a bad lamp (likely for 2/3 of the problems). Without mentioning anything about my warranty not covering defective 1st generation lamps, he had me send in some photos of it, along with proof of purchase (May 2011). The lamp was definitely toast. 448

Now being the impatient man that I am, I waited exactly 24 hours to call back. See, in that 24 hours we've had a family emergency and I'll not be around to do things like ship projectors to service centers. This next guy was very hard to understand, and very quick to explain that the lamps only have a 90 day or 300 hour warranty, whichever comes first. I asked him how long my lamp should last (2000 hours at least) and if JVC thought that the lamps death 1400 hours before then was okay (I was miffed). He gave the appropriate 1st tier tech support response of "we think it is out of warranty." He then said that the locking up of the projector sounded fishy and asked for the same photos, which I forwarded to him. He promised to take them to the "team" and get back to me ASAP.

So... will I be asked to pay $500 for a lamp that might go out in only another couple hundred hours? Will I be forced to pay a fortune to mail this to California and hope they can reproduce the problem (and definitely miss the movie nights)?

Stay tuned...

Rex

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post #2 of 5
Thread Starter 
Wow, talk about a quick turn around from JVC.

I just received a call from Michael at JVC (<10 minutes after posting). He explained that my lamp was most definitely out of warranty but they were going to make a one-time exception to the rule and send me a new lamp anyway. Is this because they know the first batch of lamps was bad? I don't know. And I really don't care. It's supposed to take 5-7 business days to get here, which may or may not make movie night, but I'll try and be optimistic. I'll let everyone know when it gets here.
post #3 of 5
Quote:
Originally Posted by fuxuepeng View Post

Wow, talk about a quick turn around from JVC.
I just received a call from Michael at JVC (<10 minutes after posting). He explained that my lamp was most definitely out of warranty but they were going to make a one-time exception to the rule and send me a new lamp anyway. Is this because they know the first batch of lamps was bad? I don't know. And I really don't care. It's supposed to take 5-7 business days to get here, which may or may not make movie night, but I'll try and be optimistic. I'll let everyone know when it gets here.

Go JVC!! smile.gif They are pretty good at supporting their products and this is a good example. I'm glad that they sent you another lamp when they could've said no. They know that a lot of those lamps were poorly made that's why they are offering to give you a new one even if not in warranty. Hopefully, they will have no problems with these lamps with their next projector lineup.
post #4 of 5
Quote:
Originally Posted by fuxuepeng View Post

Hello friends.
My JVC DLA-RS40 died on Sunday, it was only 600 hours old. I should have seen the signs that something was wrong. It started locking up when I would try and shut it down. Occasionally it would go dark when changing refresh rates. Both required cold, hard plug pulling to resolve. At around 300 hours 3D was shot with the most horrific of cross-talk. Finally, on Saturday when my wife and I went to watch a show it gave me two solid reds and one flashing yellow. After pulling and reinserting the cord, it started again. For the last time.
So now with July 4th movie nights in peril, I've started the tech support process and I plan on documenting my experience here.
I made my first call yesterday at 2pm MST. After waiting on hold for 30 minutes I talked to a pleasant guy who mentioned that the entire thing might be the result of a bad lamp (likely for 2/3 of the problems). Without mentioning anything about my warranty not covering defective 1st generation lamps, he had me send in some photos of it, along with proof of purchase (May 2011). The lamp was definitely toast. 448
Now being the impatient man that I am, I waited exactly 24 hours to call back. See, in that 24 hours we've had a family emergency and I'll not be around to do things like ship projectors to service centers. This next guy was very hard to understand, and very quick to explain that the lamps only have a 90 day or 300 hour warranty, whichever comes first. I asked him how long my lamp should last (2000 hours at least) and if JVC thought that the lamps death 1400 hours before then was okay (I was miffed). He gave the appropriate 1st tier tech support response of "we think it is out of warranty." He then said that the locking up of the projector sounded fishy and asked for the same photos, which I forwarded to him. He promised to take them to the "team" and get back to me ASAP.
So... will I be asked to pay $500 for a lamp that might go out in only another couple hundred hours? Will I be forced to pay a fortune to mail this to California and hope they can reproduce the problem (and definitely miss the movie nights)?
Stay tuned...
Rex

Are lamps really $500 and only rated at 2000 hours? That seems awfully expensive.
post #5 of 5
Thread Starter 
List Price is $500
AVScience is $389 (as of 6/26/12)

Generics may be cheaper (with questionable reliability). The shipping information for my replacement had a dollar amount that I assume was cost, but I think it might be rude to list it after JVC was kind to me.

As for the 2000 hours, some back of the napkin: I first official opened my home theater for regular viewing on Thanksgiving of last year. After about 7 months I only put on about 630 hours. If you take out my vacations, it amounts to about 100 hours a month and I feel like I'm in there a lot. At that rate, and on a lamp that lives up to the norm, I could easily go 20 months. That amounts to about $20/month using AVS and $25/month at the list price. I don't think that's too unreasonable. And while I haven't looked too much at the competition, I image it's in line with the others. Also, 2000 is supposed to be about the lower end, with 3000 being the high. Of course, the lamp drops in brightness as it ages too, and not linearly (with more drop in the beginning).
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