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Costco Canada Projector Returns

post #1 of 27
Thread Starter 
Purchased the Optoma HD7100 combo from costco and inquired about returning it and was told first that it was 6 months under the computer/notebook warranty, and then I further asked for clarification and received the reply

Dear Sir,

In response to your email, the return policy for the Optoma projectors are 30 days for a full refund and 1 year manufactures warranty.
Please reply to this email if you have any other inquiries.

Thank you,

Costco Wholesale Canada ltd.
service@costco.ca
post #2 of 27
Sounds like they are contradicting their own policies:

Returns or Exchanges
Costco guarantees your satisfaction with the merchandise you purchase from us. Costco.ca products may be returned to any of our hundreds of Costco warehouses worldwide. Or, if you wish to return or exchange merchandise directly to costco.ca, contact us at service@costco.ca.

Effective November 4, 2002, Costco Wholesale's desktop and notebook computer return policy is six months from the date of purchase. After six months from the date of purchase, all service and technical support will be subject to the applicable remaining manufacturer's warranty.
post #3 of 27
Now Im confused..... anyone know what the deal is with this.
Doesnt fall under computer/notebook category so what gives....
post #4 of 27
Thread Starter 
she originally told my 6 months and then clarified that optoma projectors are 30 days
post #5 of 27
I think she doesnt know what shes talking about....
the policy is black and white on the website. Everyone knows that the only reason anyone buys a product like this from costco is the piece of mind on return if your unhappy. If this 30 day thing is true than they need to clarify that on the website.

If its true though than that just made my decision up on where to buy from. I think that'll be the case for many others too. Why would we pay hundreds more for a product if we cant even return it if were unhappy. May as well save some bucks.
post #6 of 27
As soon as I saw this post I emailed Costco to find out for myself.... got this reply a few minutes ago.
------------------------------------------------------------------------------------------------------
Dear valued customer,
Thank you for e-mailing costco.ca.
Costco.ca has a 100% guarantee on all of our merchandise. If you are not completely satisfied with your purchase, we offer two convenient return methods. Costco.ca refunds include shipping and handling fees.
1. You can return the item to the nearest Costco Wholesale location. To find a location, please copy and paste the following address into your browser:
http://www.costco.ca/en-ca/Warehouse/Locator.aspx
2. You can reply to this e-mail. Please include your name, order confirmation number and reason for return. You will be contacted regarding your return within 5 to 7 business days. Please note that this entire return process can take approximately 3 to 4 weeks.
Please note: The return policy for all desktop and notebook computers is six months from the date of purchase. Six months after purchase, all computer services and technical support will be subject to the applicable remaining manufacturer's warranty.
If you require additional information, please reply to this e-mail requesting additional assistance.
This is an automated message based upon your subject selection.
Thank you for shopping costco.ca
---------------------------------------------------------------------------------------------------

That should answer that, its pretty clear. Whoever you got to return your inquiry was smoking something.
post #7 of 27
I returned my Optoma DV10 last October to Costco after having it for 5 months . They returned my money first, without even checking the contents of the box, and then asked what the problem was.
post #8 of 27
Quote:
Originally Posted by mike_from_surrey View Post

Everyone knows that the only reason anyone buys a product like this from costco is the piece of mind on return if your unhappy.

What are you talking about??? No question, the peace of mind is ONE reason, but hardly the ONLY reason....how about price, convenience?? Have you seen the HD7100 for sale anywhere else in Canada for lower than Costco has right now?

On sale for $2799 with a 92" GWII screen, shipped to your door right now.....people are buying it, because it's likely the hottest price available in the country, by a pretty big margin. It's even less money than most places in the United States!

Costco's service and policies are very compelling reasons to purchase bigger ticket electronics, but I have also found, more ofetn than not, that the prices and selection are excellent as well. I would not buy an inferior product because I had the option to return it after 30 days.
post #9 of 27
My bad, shoulda said on "some" products we buy from there only for the return policy. On past electronics purchases Ive made I have seen quite a few products available from other online dealers that are cheaper.

Right now for me its a big toss up between optoma HD70 and mits 1000U(which costco doesnt carry). Hearing about the cust. service issues with optoma I can tell you right now if costco didnt have the return policy they have I probably wouldve already bought the mits online for under a grand. But the convenience of being able to drive down the street and return it at any time if anything goes wrong is a HUGE draw to me. Therefore I would be willing to "settle" for the Optoma, and even pay slightly more for it, even if I personally think the Mits is a slightly better product. I think alot of people would agree.
post #10 of 27
Wow, I'm really surprised that someone would spend 2-3 time the amount for something just because it had a better return policy. If I was looking at a sub $1000 projector, I would not dream of spending $3000 just because it could be returned.....I would *hope* that I would be very happy and be able to enjoy the new toy, as opposed to worrying about sending it back before I even got it.

That said, I know there seems to be difficulties in finding that model in Canada, and also know it seems to be a great projector for the money. The other option might be an Optoma HD70 for around 1100ish?

Just for fun, I made a few calls to try to track one down (the mits HD1000), and seem to have found someone local (BC), but did not get an answer. It looks like Complete-IT, back East, carry quite a few Mits models, but do not list the HD1000 on their website. I called Mits Canada, who gave me a phone number for Precor Electronics (1-800-268-1172), who are the distributor for Mits in Canada. They told me that they did not have a dealer listed in AB, but had one called Phoenix Marketing Group @ 604-542-2925.....I called, no answer.

I see that Easporters has the Mits HC3100 with DarkChip3 for $2400, including tax & delivery. Also Complete-it give full 2 year manufacturer's warranty with the Optoma product, as opposed to Costco's 1 year.

CHIA
post #11 of 27
Thread Starter 
i've emailed them again to get further clarification
post #12 of 27
Actually, I would never pay 2-3 times for the same product, obviously it wouldnt make sense to pay more than what a possible out of warranty repair might cost. I would however pay $100-$200 more even if it was the exact same product. Its like buying an extended, no questions asked warranty that lasts forever.

Right now Im debating between the HD70 and the 1000U
Costco.com has the HD70 for $999.99
Projector.com, just as an example, has the 1000U(which I would prefer) priced at $899.99

Thats $100 less for a projector I would actually rather own. However, as I said, Id rather pay more and settle for the Optoma because its quite close to what Im looking for in a projector of this price range and it comes with the peace of mind of a Costco purchase. If Costco didnt offer that policy, I wouldve bought the 1000U online already.
post #13 of 27
Quote:
Originally Posted by gr1 View Post

i've emailed them again to get further clarification

Let us know what you find out.
post #14 of 27
Quote:
Originally Posted by mike_from_surrey View Post

Actually, I would never pay 2-3 times for the same product, obviously it wouldnt make sense to pay more than what a possible out of warranty repair might cost. I would however pay $100-$200 more even if it was the exact same product. Its like buying an extended, no questions asked warranty that lasts forever.

Maybe I misunderstood....I thought you mentioned buying and returning the HD7100, which is close to $3000 in Canada, but said you were also interested in the sub $1000 Mits HD1000.....I lsee it was gr1 who said that.

Quote:
Originally Posted by mike_from_surrey View Post

Right now Im debating between the HD70 and the 1000U
Costco.com has the HD70 for $999.99
Projector.com, just as an example, has the 1000U(which I would prefer) priced at $899.99

Only problem, *assuming* you are from Canada (surrey, BC?) is that costco.com does not ship to Canada, and the projector is not sold in the US stores. Perhaps you know someone in the states, who will make the purchase for you, and have it delivered to their address. Also, $999US + WA State tax is about 1223CAD + 13% BC taxes = 1382.00CAD......would be a bit cheaper buying it in Canada and getting twice the warranty, and not having to take it back to Costco locally or the US to get serviced.

Food for thought.........

CHIA
post #15 of 27
It seems that a few people think that usuing costco as a upgrade center is ok, It is wrong to buy and use a product then when a new model comes out return it for a new model, costco will someday stop this practice and then when something does break we will all be screwed because of a few bad people.
post #16 of 27
Quote:
Originally Posted by CHIA View Post

Only problem, *assuming* you are from Canada (surrey, BC?) is that costco.com does not ship to Canada, and the projector is not sold in the US stores. Perhaps you know someone in the states, who will make the purchase for you, and have it delivered to their address. CHIA

Yup, my sis lives in Portland and comes up here all the time. I get it delivered to her place, bonus is no sales tax in OR.



Quote:
Originally Posted by RJR2345 View Post

It seems that a few people think that using costco as a upgrade center is ok, It is wrong to buy and use a product then when a new model comes out return it for a new model, costco will someday stop this practice and then when something does break we will all be screwed because of a few bad people.

Yer right, it is wrong. Ive seen guys return big screen tv models from 10 years ago for a free upgrade. No doubt that sort of abuse will eventually result in Costco changing its policy. However thats not what were talking about doing here. We simply want to know that if something does happen to our product that we dont have to deal with a back and forth struggle to get a warranty repair such as the problems many are complaining about from Optoma. While Ive never taken a product back for an "upgrade" I have taken a phone back that completely died on me 5 months after I bought it. Got a refund, bought another phone which actually cost more (bonus to costco) and couldnt be a happier customer. No doubt, part of the reason we pay a membership fee... so that we get privilages you dont get at other retail outlets.
post #17 of 27
I see as of today costco now has the HD70 INCLUDING a 92" GWII screen for the same price, thats actually a nice deal. They also have the HD6800 for a decent deal too, no screen though. Getting tempting.
post #18 of 27
Thread Starter 
Well.. it's confirmed.. i don't know what that one representative was saying but i called costco.ca today and was told what was posted on their website:

I have 6 months to return the product if defects are found or if I'm not satisfied with the projector.

Even though I was specifically emailed this -

Dear Sir,

In response to your email, the return policy for the Optoma projectors are 30 days for a full refund and 1 year manufactures warranty.
Please reply to this email if you have any other inquiries.

Thank you,

Costco Wholesale Canada ltd.
service@costco.ca
post #19 of 27
Quote:
Originally Posted by mike_from_surrey View Post

I see as of today costco now has the HD70 INCLUDING a 92" GWII screen for the same price, thats actually a nice deal. They also have the HD6800 for a decent deal too, no screen though. Getting tempting.

That's a great deal now including the screen for $999! The 6800 has been the same price for a very long time, and was actually a better deal in Canada when we carried it. It was $1999CAD with a 92" GWII, DVI cable, and Panoview ceiling mount. Then they changed it to $1999CAD and included a 92" GWII power screen....it's been off the Canadian site for about 2 mos now I think....they basically replaced it with the HD7100.
post #20 of 27
Quote:
Originally Posted by gr1 View Post

Well.. it's confirmed.. i don't know what that one representative was saying but i called costco.ca today and was told what was posted on their website:

I have 6 months to return the product if defects are found or if I'm not satisfied with the projector.

Even though I was specifically emailed this -

Dear Sir,

In response to your email, the return policy for the Optoma projectors are 30 days for a full refund and 1 year manufactures warranty.
Please reply to this email if you have any other inquiries.

Thank you,

Costco Wholesale Canada ltd.
service@costco.ca


Where is the 6 months coming from? It's not a computer!
post #21 of 27
Thread Starter 
it falls under business/computer category
post #22 of 27
Quote:
Originally Posted by gr1 View Post

it falls under business/computer category

I would push back on that. It isn't even listed in that category on their website....it's under "Electronics/Projectors & Screens/Home Cinema."
post #23 of 27
Thread Starter 
does someone else in canada want to call costco and verify?

i've emailed them and called them and gotten 3 different answers

i've received 30 days in the 1st email, then a 2nd associate said 6 months

then i called and the associate again said it falls under 6 month warranty
post #24 of 27
Quote:


... shoulda said on "some" products we buy from there only for the return policy. On past electronics purchases Ive made I have seen quite a few products available from other online dealers that are cheaper.

When I was buying @ costco.ca the 6800 (with screen, cable & mount) I payed $1950 CAD tax in - it was the best price at that time.

Quote:


it falls under business/computer category

When I was buying it was under "Home Theatre System" , if something goes wrong in the 1st year (even the bulb) it goes back to costco even if I have to give the "----" to a few employ and/or go around to all 5 costcos I have in my aeria.
post #25 of 27
Quote:
Originally Posted by lubmar View Post

When I was buying @ costco.ca the 6800 (with screen, cable & mount) I payed $1950 CAD tax in - it was the best price at that time.

Smokin deal! I mustve been asleep at the wheel when that price was available cause I'da made the jump then.
post #26 of 27
I found this message on the following website. I thought it might be real:
http://72.14.253.104/search?q=cache:...s&ct=clnk&cd=4

"I work for costco, electronics to be exact, and yes its true we are trying to change our return policy. But, if an only but, our conceirge program works. Basically we are offering free technical support to help our customers with tvs, computers, ipods, and vacuums. yes vacuums. The Reason we have a such a liberal policy is that 80 percent of the products you buy at costco we can return to the vendor and they will give us credit for, so we lose little to no money, in turn we pass that on to our members, the problem is that vendors are getting so fed up with this policy that they are coming to the point where they no longer want to sell their products to us. so in turn to appease the, we have invested in alorca customer service to help our members with any technical issues. And if they themselves cannot get it up and running for they will call the manufacter and set up and appointment for them to go out to your house. where the tv will be repaired our replaced. (this applies only to tv and computer purchases, where costco has workerd with vendors to provideat least a year of i home service on each tv we carry. this program is only in the the southern california region right now. we are testing it, but if this program works, it will expad to every store and then will the return policy be changed. nothing is certain, but i must say its looking like the program will work. the first stage passed and we are currently in the last stage before the fullscale program takes over."

What do you think?
post #27 of 27
My second thought:

Costco changed their return policy for computer in 2004. I think it's partially due to the fast market value change of the computer itself. People used to say that when the time that you bought your computer, it already loss its value. look today's retail store like BB which would even charge the restocking fee for computers. Costco did not sell a lot of electronics back few yeas ago like today. The fast market change of the HD TV today will eventually push Costco to change their return policy, just like they did for computer. I rembered on costco.com website stated they are not authorized dealer for the electronics (might be for some?) which they sell. That's why they have to provide 100% return policy. They have to figure out some service strategy before changing their policy.
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