Originally Posted by deathstroke
Have you ever requested a retail unit as replacement? At this point I'd say you're entitled to one!
I hinted at it last time, and this time I asked about it. They transferred my call to a “specialist”, Joe, who said there was no way for them to do that. He said since I had bought the first one refurb on a discontinued model that any replacement would have to be a refurb. I politely, but candidly asked him how I got four bad ones if everyone of them was quality control checked before it was shipped out the door? He said they are “quality control checked but then sit on a shelf for who knows how long before they are sent out” and they aren’t rechecked immediately before they are sent. I challenged him by saying they sure aren’t sitting very long as far as I could tell because they were constantly out of stock and I couldn’t get an RMA completed immediately because they told me they had no inventory. Joe didn’t have a rebuttal. He just said sometimes he gets calls that something wasn’t right and they make it right. He said he would instruct his guys to check the next one they send me very closely before they send. He said they’d check it for everything, no dust blobs, no discoloration, and good panel uniformity. I told him I’d hold him to it, or be seeking an exchange. He hinted that if the next one doesn’t work out I might want to consider a refund. (Which is a questionable response because it may
mean that these refurbs won’t get any better than second tier units???). Which, if I understood what I thought to be his comment, is in conflict with every Epson CSR I’ve spoken with who has said the refurbs should all be quality control checked and as good as new. If that was the case I wouldn’t have sent 4 back...
Anyway, Joe seemed to be a native English speaking CSR, vs everyone else I spoke to being Indian. They’ve all been polite, which is why I’ve continued to be cordial when I call. But I’m also trying to make sure they understand this is a problem and NOT a good customer experience when bad products are received. Good customer service and bad products are no better than bad customer service and good products. I did mention to Joe, who reviewed my case, and looked at the links here to each of the four projector issues on avsforum, that there really are only two possibilities as I see it. Either these things are getting damaged in shipping, which i see no evidence of on my four boxes which have all arrived without signs of obvious abuse, or his Epson techs seem to not be clearing these things for reissuing as they should be. He said most of the time they do, in his experience, but admitted he hears about some get through that shouldn’t - mine being examples of such.
He said it would add a couple days for his techs to check one of these units out thoroughly, per his instruction, and with the Holliday on Monday I could expect my 5th refurb unit by next Friday.