Optoma HD 72 Bulb just went... I Think... - Page 6

I do not have HD72 but do have HD70 and had to be sent for repair as it had lost power. Their website does give details, if you click on the details on the left side it does give you details. Mine was repaired in a day but shipped via DHL using 3-4 day shipping, I sent it on 3rd and I got it back on 15th.

I suppose that since my ordeal has ended, I should share my experiences with Optoma.

I had the same problem as all of you. I sent in the projector, referencing this thread, and a couple weeks later, it was returned to me. The problem was gone. In addition to replacing the main board, which I'm told is standard operating procedure, they had also replaced part # 75.83F12G001, which was listed as ASSY LVPS TIGERPOWER 200W H72. Does anyone know what that is? It looks like a bulb to me, but I'm not sure.

Anyway, the problem was gone. But in its place were a bunch of really big dust blobs, and these very faint vertical lines.

I called them back, and Mike B. said that it was highly unlikely that the projector would have been shipped out with those problems since their QC is so thorough, but he supposed that anything was possible, and said that I could send the unit back in.

When I received it 2 weeks later, the dust blobs were gone, but the lines were still there.

Mike B. said that the techs working on these projectors were the best in the business, and the odds of them missing this problem were slim to none. I was skeptical, since the problem was very very subtle, and last time, these guys hadn't even noticed a huge purple dust blob right in the middle of the screen. I tried explaining the problem to Mike, but he cut me off and said it was probably something wrong with my end. I told him that the problem existed across all sources and inputs, and he said it was probably a power issue. When I tried to explain why I thought that was unlikely, he cut me off and said that all sorts of weird problems happen when there's an issue with the power. He offered a few suggestions, and I said I'd try them and get back to him.

After successfully eliminating all external variables (including the power), I called back to tell them that it was indeed a problem with the projector. I sent pictures and a very detailed description of the problem. It took them forever to get me a new RMA # and call tag, but I finally sent it back for the third time.

I called to check on the status a few day after it had arrived at their office, and they had no record of the unit. After about a day of this, they finally realized that somewhere along the line, someone had typed in the wrong serial number. But the unit had been repaired, and was in QC.

A few days later, I got it back, and much to my surprise, the problem was fixed.

While I do think that having to send the projector in 3 times is kind of ridiculous, what really upsets me about this whole thing is how every time I called them, they made it seem like I was an annoyance more than anything else. Mike B. was very rude and condescending every time I talked to him. And even Robert, George, and Patricia, who all seemed very nice, never called me back when they said they would, or gave me my RMA #'s when they said they would, or anything like that. I always had to call them back.

And my all-time favorite experience with them was also my last. The day my unit was in for QC I called and asked if it would be shipping out that night (Friday). They said probably not, but I could call back towards the end of business just to be sure. Their offices closed at 5:30, so I called at 5:15. I was put on hold for 15 minutes, at which point, an automated message kicked in informing me that their offices were closed for the evening. Is that tacky or what?

Me again.
I just got of the phone with Optoma again. I called them check on the status of my repairs. I was told that my PJ was on the bench being repaired. Among other things, my bulb was bad. Surprise. Again, I explained that I had done some research and there was a very long thread at a very popular forum that addressed the issue with the HD72's. The tech seemed aware of the thread. I was also told that lamps were on back-order. There is still no status info on their site regarding my PJ. No one has called me yet. The tech asked me to check back Friday, the 25th. That will be the 7th business day since they rec'd it.

jib

Just print out the RMA form from the website and fax it in. You don't need to contact the tech non support and wait to have them email the form to you. They were good about getting me my RMA the next businees day when I did that.

"While I do think that having to send the projector in 3 times is kind of ridiculous, what really upsets me about this whole thing is how every time I called them, they made it seem like I was an annoyance more than anything else. Mike B. was very rude and condescending every time I talked to him. And even Robert, George, and Patricia, who all seemed very nice, never called me back when they said they would, or gave me my RMA #'s when they said they would, or anything like that. I always had to call them back."

I agree with u 100% on this, hope I do not have to deal with them again

From the sounds of it, the majority of the posters in this thread are dealing with Optoma U.S.A. tech support.

Besides RawB8figure, is anybody else dealing with Optoma Canada? And, if so, do you have any contact names or extension phone numbers, especially with a manager or supervisor? Optoma Canada is predominantly voice mail that doesn't return your calls or emails.

Thanks.

P.S. Still waiting for Optoma to diagnose my projector problem.

Congrats on being persistant and finally getting it back fixed right.

Tacky doesn't begin to decribe that kind of behavior. Same thing happened to me although in my case it was less than 5 minutes before closing. Clearly this kind of customer treatment is an organizational type of problem. Unfortunately I don't know of any projector manufacturers known for good customer service.

Too true. As terrible as Optoma may be, they are miles ahead of Sanyo's customer service.

I just ordered an HD71. I hope it does not suffer the problems I've read about here.

Though Someone stated that the issues raised in this thread may represent 4% of HD72 Cust?

It sounds like the problem is not really the bulbs but the projector. Yet Optoma still claims the bulbs are at fault and require buying new ones?

When you send in your projector can you not send it in without the bulb? Then they can use one of their own to fix the projector problem. Once it is sent back put the bulb back in and give it a try?

I read that most of the projector bulbs are manufactured by the same compnay . Can't remember the name. If so why are only the bulbs used in the Optoma projectors creating issues? Yet other brands or projectors you hear of people going 3800 hours.

If this is true it sounds to me not to a bulb issue. It does not seem fair that even though they state up front the bulb only had 90 day warranty, they also claim the life should be around 2000-3000 hours. If you are consistently getting less than that and it is related to a projector issue it should be covered.

Todays update:
Just spoke with Optoma tech support again, day 6 since they rec'd my PJ. Yesterday, as posted, I was told it was the bulb and bulbs were on backorder.
Today, I was told my unit had been repaired and was due to be shipped back to me tomorrow. I was also told it would be shipped overnight. So, I should get it Saturday. Stranger things have happened.

jib

My friend had an Infocus 4805 that had a bad colorwheel. Infocus kept it for almost two months because they were waiting for replacement parts. They could have sent him a new one but no - they had to wait for repair. Finally after he bitched at them enough they sent him a refurbished unit.

Unbelievable. My PJ just arrived via DHL.
Take a look at the timeline. Appx. 12 hours after I spoke with tech support, it arrives. There was no paperwork in the box. It was the same box I used to ship to them, a box for a coffee maker. My lamp hours show 6. I'm not sure if they changed the bulb or not. I haven't hooked it back up on the ceiling mount yet, and therefore have not had a chance to calibrate it to my personal preferences.
It appears that all settings have been reset to default. I only left it on for about 10 minutes, just to verify that it would not shut off after appx. 30 seconds.
I must say that after being very skeptical, I am happy with the warranty service
at this point. After I get it back up and running later tonight, I will post my results.

jib

If you get more than 6 weeks out of it before it dies again you've beaten me! I always had good turn around time on mine though, that was the one good thing about them. I hope you get years of uninterupted service out of it. But you may want to use the next few weeks to work on a 'Plan B' just in case!

Everything seems fine, so far. PJ is tweaked. Bulb is bright.

jib

I'm jealous.

Optoma Canada has had mine for 1 week and they haven't even looked at it yet.

I hope you don't have the HD8600 version from Costco that I bought in August 2006. I found out the hard way that the 2 year warranty registration card that was included with the projector is meaningless because Optoma PJs from Costco only have a 1 year warranty. I would have returned the POS to Costco in August 2007 when the second bulb failed but I foud out later when I sent it in that it wasn"t covered and that replacing the bulb with 800 hours on it was going to cost me $525 including the $400 for the bulb plus repair charges plus shipping. I tried pleading with Costco to take it back but they said no way after 1 year. They sent me screen shot from their website at the time of purchase disclosing the 1 year warranty. So I paid the $525 to get my PJback. Now with 700 hours on the third bulb I get the dreaded black screen after 1 minute.

My first bulb exploded within the 90 day bulb warranty period with 200 hours on it and Optoma replaced it no problem.

After many frustrating emails and phone conversations with Optoma Canada customer service reps, techs and supervisors I am giving up and cutting my losses. All they have ever come up with is "bulb failure".

So I decided not to spend another $500 on this POS. It will be appearing soon on eBay. Right now its working OK because I pulled the bulb, cleaned the contacts, reset the bulb settings and set it right side up instead of using the ceiling mount. With any luck I might get $500 towards my new Epson 720

The Epson comes with 2 bulbs, a $100 manufacturers rebate and if you need warranty work on your PJ they send you a replacement and you ship back your defective PJ in the box the new one came in. Optoma could learn from a lot from them about customer relations and retention.

Fortunately (?), I do have the HD72 and not the Costco version.

And, they still haven't looked at my PJ.

heathcliff, who were the some of the techs or supervisors at Optoma Canada that you spoke to. Names?

If it truly is a "bad bulb" problem, maybe that's why these bulbs are currently out of stock? Or, more and more people are realizing more PJ failures now that the PJ has been out for 1.5 years and their bulbs are getting a bit older?

Just got off the phone with Optoma, the tech diagnosed it as a lamp issue only and they said I'd have to buy a bulb. I'll be giving the manager a call tonight when I get home, after I mentioned that I know it's a known issue, etc. the CSR said he agrees that if it's a known issue I shouldn't be expected to replace a bulb with 600 hrs on it. Hopefully the manager agrees!

lennon... you really have to insist. they said my problem was also a bad lamp after approx. 800 hours, after much complaining they relented and gave me a new lamp free(the second time I sent it in) this is their issue, not the lamps. they should provide new lamps if there is a problem. good luck, chris

Read my posts. It was mentioned to me one time that it was a bulb issue. My PJ was returned with only the lamp driver replaced. So far, it is working like the day I bought it.
The lamp has/had 1176 hours on it. Don't give up!

jib

Thanks for the support! I called this evening and talked to Warren (I was told he's the manager). He stated that it's a bulb and it's out of warranty. I told him "I know it's a known issue, I'm sure you're aware of it" also told him people here have experienced this issue more than one time so I know it's an issue with the projector. He didn't outright agree to replace the bulb now that I think about it but he made it sound like they were going to replace it. He said he'd get it fixed and if it does turn out to be a bulb issue I won't get it back until next week as they're on backorder (as we have heard before). Fortunately I didn't have to argue too hard... the phone call lasted all of 10 mins. I hope the rest are fortunate in getting theirs "fixed" without having to pay for a lamp.

Now the real decision is whether to give the HD72 another chance or try to off load it and buy a different PJ (don't think the wife would be thrilled but she may agree it's the lesser of 2 evils).

Jake

My wife is much happier now that we no longer have the HD72!

Shipping HD72 lemon for repair $50 a pop

New bulb for HD72 lemon ~$400 if you can even find one

New projector to replace HD72 lemon $2800

Happy wife...priceless

Amen to that brother!

Gotta say I have owned the hd72 for over a year and a half with no problems at all. I even purchased an extra bulb in case of problems. Haven't had to touch it yet, thankfully. Just thought I would give a good experience with the Optoma for those who think all the 72's are worthless. If anyone is interested in purchasing the extra bulb I have, pm me and we'll work it out.

I tried to get an extra bulb from projectorlampcenter just incase mine goes out during the superbowl.they told me the lamp had a leak in them and the manufacture was working on it so it would take a few weeks to get a bulb.

I would expect most of the HD72's are working fine. This type of thread tends to attract the (vocal) people having problems rather then the (silent) people with no issues. But I think the fact that there others out there with the exact same problem and response from Optoma means it is not one or two bad units. There is a flaw with the projector in some percentage of these units that Optoma can't/won't fix. I think it's important to get that word out.

I've since found threads on others sites discussing this same issue. So while most units may be ok, there seems to be enough duds out there that someone considering a purchase should take this issue into consideration. The 2 years warranty is nice, but the expense to have to return it several times is not. Caveat emptor...

Update:

Optoma Canada diagnosed that I needed a new lamp ... big surprise.

Bad lamp driver??? ... nope.

So, 3.5 weeks later, I finally got my projector back. BRUTAL CUSTOMER SUPPORT/SERVICE!!!

This will be the first and last Optoma product I ever buy again.

Your membership card for the I'll Never Buy Optoma Again Club will be arriving shortly!

I just checked out your pics for your HT contruction. Sweet room. Deserves better than the Optoma. Time to upgrade!

PLEASE help me out !

check your lamp meter, does it count every 2 hours like mine does? (my show 602 but real time on the bulb 1204 hours)

THANKS