AVS Forum Addicted Member
Join Date: Apr 2004
Location: Kansas City, MO
Mentioned: 625 Post(s)
Tagged: 2 Thread(s)
Quoted: 3892 Post(s)
I had a company call me today soliciting feedback about my specific experience with my customer support for the 4th refurb replacement unit (fifth Epson refurb projector) and my satisfaction level with that product/process. I told her that I was satisfied with this last unit, because I finally got a reasonably good unit, but that this was the first time they had called me to get feedback and that the whole process otherwise had been very unsatisfactory. She said this survey response was only to be about my last interaction with their tech and my current refurb product received earlier this month. I said I hesitated to even rate this experience as a sole interaction, because it certainly wasn't, and my overall experience was poor even if this last unit replacement experience was acceptable. I didn't want a 5 star survey feedback being added to the pool when my overall experience was so poor. I said Epson should know there's a obvious problem here and it isn't fixed yet based on the other comments in the AVSForum thread of other buyers.
She convinced me that I'd be able to give an overall score if I would first rate my most recent score, so I went ahead and gave her the information she solicited. One of the last questions she asked me was what was my overall experience score dealing with Espon. I said it was poor, and she asked if I'd like corporate Epson to give me a call. I said sure! I'd actually like that. I don't need anything from them, except to relay my honest experience, and hopefully their management team can use this feedback constructively, and make improvements in their processes. She asked what the most important trait of a good company and buying experience was, and I said typically it might be said to be good friendly customer service - but in this case friendly customer service and prompt returns and cross shipping RMAs etc were worthless without a quality replacement product. I said at this point I'll value a quality, working product as the most important attribute of a positive transaction.
Archaea's 9.8.4 Home Theater Room
(13) JBL CBT 70j-1 | Denon x7200wa | Sherbourn PA 7-350 amplifier | (8) Ultimax 18" sealed subwoofers | (4) iNuke DSP 6000 amplifiers | (4) MB Quart 12" subwoofers mounted direct mounted to Berkline theater chairs BOSS style | Epson 5040UB Projector | Jamestown 144" acoustic transparent 2.35:1 screen w/ Seymour XD fabric