Originally Posted by theagent
I'm a bit surprised you're having issues with getting a replacement for it. Every time I've called in they've acknowledged that this model has issues and haven't given me a hard time regarding replacements.
With my last unit being much like yours, XPR issues, CA, flicker, major light borders, offset throw... it was suggested that I wait for the bugs to be worked out in manufacturing and get it replaced at a later time with a later revision.
I do feel like I was lied to though. I was told they've halted sales on these models, but that doesn't seem to be the case. They're in stock regularly on their website, and no longer "limited availability." They're in stock on Amazon, and even Best Buy has them back in stock. So what units are they selling?
In any case, they really need to test these units that are being sent back, side by side, so they can see and work out these XPR issues. That's a big deal to me. I'd rather the CA then that. I feel like that's not likely to happen though, and they're just going to rush out the least problematic units regardless of the reduced clarity/vividness, but we'll see. I'll wait it out for a couple of months and hope they've worked the issues out without handicapping it.
Yeah, I’m equally bummed by the customer service experience so far. The first email I sent about my issues I waited over two business days before I called. When I did I was asked by Derek to explain my issues, which I briefly did, then capped it with “I sent and email a couple days ago if you’d like a more detailed, in depth explanation.” Which was met with “we have a ton of tickets open, give us some time” backed with a heaping helping of audible frustration on his part so that just sent the tone from there. Every email takes a day or two for a response and is usually met with “give me a couple days” or something of that sort. And, what really make twist my head in confusion was the last “give us a few days” email I received:
I am working with our product managers to see what is our best option to get this resolved for you. Especially since this was purchased from Best Buy and not through us.
Please give us a few days.
Why would it matter where I purchased the projector and how or why would that effect how they process my issue?
On the last email I sent before today’s response I actually suggested what you were suggested, hold on to this one till the problems are fixed ... Derek just asked, “ Can you please provide pictures showing each issue below on the current projector.“ and just copied and pasted my issues with the word : PICTURES : after them.
Pretty horrible if you ask me ... I even went as far as to send a follow up email after sending my email about my current issues and well before Derek's response asking for pictures, stating in that email that when the projector worked it looked amazing and that I’m not looking to dump it, get a refund or get out of the projector, just want it functional so I could enjoy it … crickets