Join Date: Jan 2012
Location: Madison, Wisconsin
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I just felt like having a chat, so I called the Advanced Epson Support Team located in Long Beach. No reason, just a chat. I have not had any problems with my own projector. I just wanted to know what kind of feedback I would get if I called. My experience talking with the support member today was actually very enlightening. Makes me appreciate what I am getting when I buy from Epson. Great customer service. The discussion I had today mostly revolved around the known and addressed power supply failures, and not about the other various problems that fewer people have mentioned previously.
I was told not to worry about my 2 years old projector. I was told if anything would happen, it would most likely be in the the first year, as most failed units failed early in ownership. I was informed that, case by case, my projector would be covered under any circumstance requiring a repair for at least one additional year beyond the 2 year that came with it. Now mind you that this is not in writing, but it does leave me with a good feeling to have now. My projector has been, and is currently up for sale, as I thought it would be best to move forward, but I am second guessing my decision to sell after today's chat. I am actually very happy with my Epson 5040UB. The representative actually told me to just keep my 5040UB unless I need 4k 60Hz, more lumins, and a better HDR experience. I pretty much do not game, 90% movies, 95% blu-rays.
So a summary of issues addressed by the advanced team today were...
-up to 3 years of warranty service for those who own a unit that qualifies for a warranty.
-shipping is covered
-confirmed the known failure of power supply units were random, and not a batch, so any manufactured before the issue had been corrected is subject for failure.
-failures most likely occur early in the ownership period, so if you have an older unit that is functioning without issue, you most likely have a good unit that will provide many more years of enjoyment without any repairs necessary.
-every users experience differs, and that is why support is a case by case situation.
-there are actually 3 separate inventories of the 5040UB at Epson
2)replacement units in the warranty department
3)refurbished units on the Epson .com store (1 or 2 units per day)
-no idea how Epson chooses which units are refurbs for sale, and which are for replacement stock
-The support team has a member, who I spoke with today, that actually is responsible for feedback on specific retailers customer reviews pages. The support team really does care, and may actually go beyond their duty to make a customer satisfied.
-If you do call support, this expression will apply to you directly, "You catch more flies with honey than you do with vinegar".