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post #1 of 32 Old 09-24-2019, 07:26 AM - Thread Starter
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Optoma HD27HDR - Buyer Beware!

Hi everyone,

I'm writing to report my terrible experience with the Optoma HD27HDR projetor.

First, some context:

This is my third Optoma projector. The two previous ones were great. One of them still works, without ever needing any maintenance, after 4 years of regular usage.

My whole home theater system relies on a single electrical circuit, well stabilized and well grounded. I'm so paranoid about these things that I shut the whole system off whenever I'm not using it, right from the switch.

I use my projectors for about 2 hours every night, average, to watch movies.

What I'm trying to say is that we're talking about optimum usage conditions here.

Anyway, let's cut to the chase. On November 2018, I've bought the Optoma HD27HDR. It seemed to be a nice projector, fairly priced.

About a month later (December 2018), it simply stopped working, out of the blue. This was its first lamp failure, with maybe a 100 hours or so of lamp usage, mostly on ECO+ mode.

I was very frustrated, but you know, **it happens.

So, since it was still covered by the one year warranty policy, I've sent it to be repaired. About 20 days later it arrived just fine, apparently fixed. Life goes on.

However, a few days back (September 20th, 2019), I had the second lamp failure. This one with about 300 hours of lamp usage, also in ECO+ model.

That's TWO lamp failures in less than a year, each with less than 300 hours of lamp usage on ECO+ mode. Far from the 15.000 lamp hours they advertise!

Anyway, since it's still covered by warranty, I've sent it to be repaired, again. However, this time I've decided to do some research, to see if I was dealing with an isolated case or not.

I turned out that I've found bad reviews describing the same issue on Optoma's official product page, as follows:

https://www.optoma.com/us/product/hd27hdr/

Quote:
"i bought it on Amazon on November 2018 and lamp had to be replace on march 2019, and now again on August 2019. I only use it once or twice a week to watch movies, between 2 to 4 hours of use. Maybe projector itself its defective."

"I bought this in January from Amazon and it gets used a couple hours a week. I really liked it a lot and was very happy with the quality but It appears I have the same issue as others on here. The projector turns on for a couple minutes and then it goes off. The power button will begin to flash and the lamp indicator stays red. Before resetting to try and fix the lamp counter showed 202 hours which is nowhere close to the 15,000 hours it says it could last"

"I bought this projector in amazon and with less than 50 hours of use the projector does not project image, the projector tries to turn on and fails to turn on, the power light flashes red and the lamp problem light stays on, which is surprising since a projector with less than 50 hours of use can not have an error with the lamp, in amazon I see many complaints from other buyers with the same problem, I work in Audiovisual in a hotel and I have knowledge about projectors and when a projector may have manufacturing problems. as it is in this case, I already open a case through the Optoma web page, I hope optoma is responsible and Help me with the problem as soon as possible."
Also, I've found 81 negative reviews on Amazon (EIGHTY ONE!!!), most describing the same issue, as follows:

https://www.amazon.com/Optoma-HD27HD...l&pageNumber=1

Quote:
"...92 days (2 days past the lamp warranty) the lamp goes out and the projector shuts off. I managed to turn it back on (although the bulb seems much more dim now) and check the menu for lamp life information only to discover I have on 116 hrs of Eco lamp life. And 0 hrs of brightness. With it being set at Eco 100% of the time There is no way I managed to use 8000 lamp hours in 3 months. It only comes on once a week for a max of two hours..."

"...Although the initial quality of the projector seemed good, the unit experienced lamp failure issues (not a burnt out lamp). The unit would occasionally work. Other times, the unit would fail to start up instead falling back to a lamp failure message.
My unit was 35 days in age. It was treated like a newborn baby ever since it has been received. I believe this Optoma suffers from quality issues. I sent an email to the service department, I have yet to ever receive a response..."

"On day 97 of ownership the bulb died. Take a wild guess at how long the warranty on the bulb is... 90 days..."

"After about 10 hrs of use, we have a lamp error. Basically, it stopped producing an image..."

"Update .... after almost 300 hours use of the lamp it shows failure .projector shuts down after a minute with steady red light of lamp indicator and flashing red light of standby indicator. It is really disappointing . It should be downgraded to one star only.."

"...bought this from amazon 10 months ago. very low use. maybe 1x/week. when I turn it on, it turns off by itself after 1 minute. the manual calls this a lamp failure. however, the lamp appears to be fine for the first minute. the unit is clean and there is not much dust at all. the warranty on this product is only 90 days! buyer beware that many problems happen after 90 days. I've read online that many, many people have experienced the same type of problem..."

"On December 2018, only two months after the warranty expired the projector shutted off forever!!!"

"Bought it and loved it, until 5 months later (only 300 hours of use) the lamp goes out."

" I received this on December 24th and come January 7th it is dead in the water. I got a LAMP Error light with flashing power light. I read all the one star reviews thinking that a near 90% 3, 4 and 5 star would be worth the risk....NOPE"

"I have received my first projector HD27E. Within the first day it started flashing all these different rainbow colors. I then proceeded to shut off then turn back on and it was gone. So I just thought maybe it had freaked out. But now it decides to turn off every 10 min. I made sure the setting did not have it set to do that. No loss of power, the indicator light says its overheating. "

"Bought in December and has a blinking light now indicating the bulb is bad!"

"Highly disappointed...The lamp indicator light is steady red; Power indicator light flashes. I got this projector in October 2018, after doing much needed research, and was very happy with my purchase until the lamp went out the following month, 6 days after the on return date, which so happen to also be Thanksgiving day. "

"Unfortunately, the first one only lasted 3 weeks before it would start shutting down with a "Lamp error."

"We tried one, returned it for a replacement, same problem."

" Purchased Jan 2018 and I used it maybe once or twice a month. Six months in the remote stopped working but that wasn't a big deal since I used the amazon remote for major functions. May 2019 the projector wouldn't come on."

"A few months after purchase it stops working."

"I loved the projector at first, but what’s made me hating it is that the lamp dies after 3 months of using it"

"Ordered this in Nov, had no problems until a week ago. I only watch it on the weekends if then. The projector power light comes on but no picture."

"The third time I tried to use it, it won't power on and indicates a lamp failure. It was used for less than 3 hours."

"12 days of use and it have lamp error"

"I bought this in January from Amazon and it gets used a couple hours a week. I really liked it a lot and was very happy with the quality but It appears I have the same issue as others on here. The projector turns on for a couple minutes and then it goes off. The power button will begin to flash and the lamp indicator stays red."

"It broke just three months after use. It turns on but no image comes out, just a noise as if it is starting and nothing happens."

"Bought the Optoma HD27HDR in April, initially loved it, however after 322 hours on the bulb, first a spot appeared (light spot)and now it wont stay on."

"I bought this and used it for about a month or two before getting the same lamp failure that everyone else talks about."

"Excellent unit but broke after 2 weeks."

"bulb went out after 3 months, an Optoma customer service found a way to not warranty it."

"Failed Within Three Months: With only 108 hrs on the lamp, my power light blinks red and my lamp light comes on steady red no image waiting to hear back from the Manufacturer through Amazon for a Solution."

"I bought this in November of 2016. It is in our basement and isn't used very often. We probably had 500-600 hours of use on it and it stopped working."

So, I think you guys understand my point, right?

Everything indicates that my issues are not about a defective unit, but a generalized manufacturing issue regarding the HD27HDR model itself!

Anyway, after trying to reach someone from Optoma, I've managed to talk with Mr R.S, Senior Manager from their Customer Service.

I've showed him everything I'm showing you right now. What I really wanted is Optoma to replace my projector for a different, but equivalent model, since a lot of evidence shows that the HD27HDR model itself has issues. I was not asking for special favors. I was not trying to take any advantages. All I was asking was them to swap it for another model with similar specs and similar price range.

He didn't agree with that, and although he was very polite, everything he offered to do was to replace my unit for a "A grade" refurbished unit of the same model, which much probably will have lamp issues again after a few months, and again and again...

So much for a projector which is advertised as having 15.000 hours of lamp life, right?

And that's it...My advice is, do not buy this projector! This was the worse experience I've ever had with a product! Talk about frustration...

Personally, I'll never buy from Optoma again.

Regards,

R.Morgan

Last edited by Rafael Morgan; 09-24-2019 at 08:21 AM.
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post #2 of 32 Old 09-24-2019, 10:28 AM
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This issue has been resolved with an updated lamp driver. A refurb model should not have any issues.
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post #3 of 32 Old 09-24-2019, 10:34 AM - Thread Starter
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Quote:
Originally Posted by Tuan View Post
This issue has been resolved with an updated lamp driver. A refurb model should not have any issues.
Hey Tuan,

Thanks for your reply. Are you sure about that?

Do you know where can I get more info about it?

R.
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post #4 of 32 Old 09-24-2019, 10:36 AM
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Quote:
Originally Posted by Rafael Morgan View Post
Hey Tuan,

Thanks for your reply. Are you sure about that?

Do you know where can I get more info about it?

R.
Yes. We've resolved it, all failed units should be sent back to us for update and lamp replacement.
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post #5 of 32 Old 09-24-2019, 10:43 AM - Thread Starter
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Originally Posted by Tuan View Post
Yes. We've resolved it, all failed units should be sent back to us for update and lamp replacement.
Ok, thanks. So, could you please tell me the number of the current firmware/driver version, so I can check with my local service center?

By the way, is it possible to update the firmware myself in the future?

Last edited by Rafael Morgan; 09-24-2019 at 11:11 AM.
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post #6 of 32 Old 09-24-2019, 11:18 AM
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Quote:
Originally Posted by Rafael Morgan View Post
Hi everyone,
So much for a projector which is advertised as having 15.000 hours of lamp life, right?

And that's it...My advice is, do not buy this projector! This was the worse experience I've ever had with a product! Talk about frustration...

Personally, I'll never buy from Optoma again.

Regards,

R.Morgan
I can understand your frustration.
My experience is that Optoma projectors are great performers for their price, but they suffer a bit in terms of reliability.

However, the recurrent issues you had with bulbs, might indicate a faulty unit (maybe in the power supply board).
Sometimes, things can go wrong with those power supply boards.

The most stressful time for your Projector is actually at startup.
Imagine that lamp power supply, needs to feed the bulb with very high voltage in order to establish an ark.
So you could mention that to Optoma service.
Maybe they can check it out.
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post #7 of 32 Old 09-24-2019, 11:26 AM - Thread Starter
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Originally Posted by evonimos View Post
I can understand your frustration.
My experience is that Optoma projectors are great performers for their price, but they suffer a bit in terms of reliability.

However, the recurrent issues you had with bulbs, might indicate a faulty unit (maybe in the power supply board).
Sometimes, things can go wrong with those power supply boards.

The most stressful time for your Projector is actually at startup.
Imagine that lamp power supply, needs to feed the bulb with very high voltage in order to establish an ark.
So you could mention that to Optoma service.
Maybe they can check it out.
Thanks Evonimos,

Well, judging by the overwhelming amounts of negative reviews, a lot of people got their hands on faulty units.

Anyway, yes, you might be right about the power supply board.

One thing I've noticed is that the projetor started to lose sync (and go to that blank loading screen) very often, caused by the smallest tension variations, like, for example, when I turn on the lights in the same room. This indeed may indicate a faulty power supply, right?

Thanks,

R.
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post #8 of 32 Old 09-24-2019, 11:26 AM
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Yes. We've resolved it, all failed units should be sent back to us for update and lamp replacement.
Oops.
Now, I didn't read what you've replied.

So, I just replied to the OP talking about possible issues to the lamp power supply.
It's nice that Optoma has figure that out on this unit.

My personal experience with past Optoma units, also indicated a possible weaknesses on the lamp driver.
Newly replaced bulb would start to flicker (rapid fluctuations in brightness).
That would usually happen above the 6000 hours operation mark (unit's hours, not the bulb's own hours).
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post #9 of 32 Old 09-24-2019, 11:33 AM - Thread Starter
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Originally Posted by evonimos View Post
Oops.
Now, I didn't read what you've replied.

So, I just replied to the OP talking about possible issues to the lamp power supply.
It's nice that Optoma has figure that out on this unit.

My personal experience with past Optoma units, also indicated a possible weaknesses on the lamp driver.
Newly replaced bulb would start to flicker (rapid fluctuations in brightness).
That would usually happen above the 6000 hours operation mark (unit's hours, not the bulb's own hours).
Oh, when you guys say "driver" you mean the physical driver/power supply, right?

I though you've meant "driver" like software/firmware driver.

Anyway, I'm in Brazil. Could you please specify what component(s) should be changed, so I can pass it along to my local service center?

Thanks again,

R.
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post #10 of 32 Old 09-24-2019, 11:37 AM
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I just read a post from Tuan (Optoma's rep.?), that explains the issue was actually caused by a weak lamp power supply.
According to him, they have fixed the issue on subsequent batches of the same model, so make sure you mention that to Optoma's service.

Quote:
Originally Posted by Rafael Morgan View Post
Thanks Evonimos,
One thing I've noticed is that the projetor started to lose sync (and go to that blank loading screen) very often, caused by the smallest tension variations, like, for example, when I turn on the lights in the same room. This indeed may indicate a faulty power supply, right?
No.
That's actually a completely unrelated issue.
It's not relevant to the power supply.

It is basically an HDMI cabling issue.
It's caused by the inherent sensitivity those cables have to electromagnetic interference.

When you switch appliances on, a small amount of interference is caused that affects the signal quality going through the cable resulting in a short loss of signal.

The remedy to that would be to use the least amount of length of HDMI cable you can get away with.
Also, make sure that your cable is up to the more recent specs (version 2.0 or higher).
They have a better shielding and exhibit a higher ability to withstand electromagnetic interference.
Finally, use cables that are not extended with extenders or connection plugs.
They make things worse by weakening the shielding of the cable.

Last edited by evonimos; 09-24-2019 at 11:41 AM.
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post #11 of 32 Old 09-24-2019, 11:39 AM
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Oh, when you guys say "driver" you mean the physical driver/power supply, right?

I though you've meant "driver" like software/firmware driver.
Lamp driver equals specialised lamp power supply board.
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post #12 of 32 Old 09-24-2019, 11:48 AM - Thread Starter
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Originally Posted by evonimos View Post
Lamp driver equals specialised lamp power supply board.
Ok. Got it. I'll pass it along to my local service center.

About the HDMI cable, that's funny because I've bought a pretty decent cable. It's a long one, though: About 15 meters long. However, it doesn't go any close to any electrical wiring. Any way to mitigate this issue?
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post #13 of 32 Old 09-24-2019, 12:23 PM - Thread Starter
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Yes. We've resolved it, all failed units should be sent back to us for update and lamp replacement.
Tuan, do you work for Optoma?

I've talked to my local service center (Resultec, São Paulo, Brazil), and they didn't quite believe me about this power supply/lamp driver replacement solution.

They asked me for your contact info.

Or better yet: If you work for Optoma, could you contact them to clarify this situation?

Thanks,

Rafael.
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Quote:
Originally Posted by evonimos View Post
Lamp driver equals specialised lamp power supply board.
The lamp driver is the software in the firmware that controls the lamp.
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The lamp driver is the software in the firmware that controls the lamp.
That's what I though, initially.

The problem is I just talked with my local service center, and they already updated the lamp driver the last time...So, it didn't work, because here we are, with another faulty lamp, just a few months (and less than 300 hours of lamp usage) later.

Any other solution?

Last edited by Rafael Morgan; 09-24-2019 at 12:55 PM.
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post #16 of 32 Old 09-24-2019, 12:48 PM
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The lamp driver is the software in the firmware that controls the lamp.
Oops.
My bad.

Thanks for the clarification.

So you have improved the lamp driver, or you have also made changes to the actual hardware?
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post #17 of 32 Old 09-24-2019, 12:54 PM
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Originally Posted by Rafael Morgan View Post
Ok. Got it. I'll pass it along to my local service center.

About the HDMI cable, that's funny because I've bought a pretty decent cable. It's a long one, though: About 15 meters long. However, it doesn't go any close to any electrical wiring. Any way to mitigate this issue?
I see.
With a total length of 15 meters you are actually stretching it to the limits in terms of stability.

If you try to pump anything above 720p through it, you might get issues, like the one you have.

However, this is a minor issue comparatively speaking.
More serious issues are intermittent signal, or even worse no signal at all.

What kind of signal are you actually trying to pass?
My suggestion would be to try reduce it to 10m if possible.

If not possible, for lengths above above 10m there is always the HDBaseT solution.
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post #18 of 32 Old 09-24-2019, 02:07 PM
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Use fiber optic hdmi cables for 15'+ and you'll have fewer issues to worry about.

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Thanks for the info.

I will not buy any of their projectors. !!

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If we don't buy any projectors from any projector brands that have had issues we won't be buying any more projectors.
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Thanks for the info.

I will not buy any of their projectors. !!
I won't either. Not because this projetor had issues, but because Optoma has no ethics when it comes to their customer's rights.

As we can see in this thread, they know the HD27HDR has manufacturing issues. Their service centers' personnel were advised to change its lamp and update its driver/firmware. They are perfectly aware of this problem.

Obviously, this repair didn't work, because they did this to my unit the first time and here we are, a few months later, with another faulty lamp...By the way, I had to pay for the shipping both times to have it fixed, even though, as a manufacturing issue, it was their responsibility to have it fixed for no extra costs.

How about the people who bought it online, from other countries, and aren't covered by the warranty? There are at least a few of them complaining on the Amazon review page! Now they have a U$600+ useless paper weight shaped as a projector, and what can they do about it? Absolutely nothing, except to pay hundreds of dollars from their own pockets to have it fixed themselves, for a manufacturing issue that's not their responsibility.

Optoma had the ethical (if not legal) obligation to perform a global recall, free of charge to their customers...And if the issue can't be fixed, like it's apparently the case, they are morally obliged to swap these projectors for different but equivalent models or refund their customers.

I got lucky that the lamp had malfunctioned for the second time within the one year warranty period, but how about next time, probably in less than 300 hours of lamp usage, when the lamp brakes again? I'll have to pay from my own pockets to have it fixed, again? And how about next time? And the next? I'll have to buy a new lamp every three or four months? What's Optoma is going to do about it? Absolutely nothing, because the reality is, they simply don't care.

I'll never buy Optoma again. There are many other companies out there with better ethics and better customer service.

Last edited by Rafael Morgan; 09-25-2019 at 02:42 PM.
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post #22 of 32 Old 09-26-2019, 08:35 AM
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You know if you actually pay attention, the amazon reviews you are reffering too, are not only for the hd27hdr. They are also for the regular hd27 and the hd27e. So they are all not for just the hd27hdr.
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You know if you actually pay attention, the amazon reviews you are reffering too, are not only for the hd27hdr. They are also for the regular hd27 and the hd27e. So they are all not for just the hd27hdr.
Yes, I've noticed that. I'm not sure if it makes it any better or worse for Optoma. I wouldn't be surprised if the whole HD27 line is faulty.
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I won't either. Not because this projetor had issues, but because Optoma has no ethics when it comes to their customer's rights.
You've been offered a replacement projector, so it's not like Optoma abandoned you. Again, we don't know, and it seems unlikely, that all units are affected by the this problem.
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You've been offered a replacement projector, so it's not like Optoma abandoned you. Again, we don't know, and it seems unlikely, that all units are affected by the this problem.
Yes, I was offered to swap my unit for a refurbished one, and I've accepted...But so far, no one from Optoma has contacted my local service center to make it happen.
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I would recommend being careful not to use defamatory or abusive terms to describe a company or product anyone happens to be having an issue with. AVS Forum rules are pretty clear that this is one of the things that is not allowed here:

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You agree not to use this forum to accuse anyone, any company, or any product, of being "stupid" or a "fraud" or to use a term like "snake oil" to describe a particular product, as such terms may be viewed as defamatory and abusive.
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post #27 of 32 Old 09-26-2019, 07:03 PM - Thread Starter
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Originally Posted by Dave in Green View Post
I would recommend being careful not to use defamatory or abusive terms to describe a company or product anyone happens to be having an issue with. AVS Forum rules are pretty clear that this is one of the things that is not allowed here:



avsforum.com/forum/305-site-faqs-tutorials/1562785-forum-rules.html
Thank you, but I would never use these terms under any circumstances.

By the way, I was contacted by Optoma and we're trying to sort things out.

I'll make sure to keep this thread updated.

All the best,

Rafael.
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post #28 of 32 Old 09-28-2019, 11:29 PM
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I have this PJ. Never had this issue. Bought it after the update most likely. Sees major daily usage(primary TV). Currently 2772 hours and counting(4 Bright, 11 Dynamic, 842 ECO, 1915 ECO+). Still running great(and first bulb).

Overall very comparable to my HD25-LV that died a while back(after about 5 years of heavy use and poor maintenance which lead to a fan replacement and later smoke damage which killed the DMD chip).

Personal Review: I did get mine online through the big "A" store. Very happy with it. Picture quality, 3.5/5(minor uniformity, color issues due to white segment on wheel, very slight focus uniformity issues). Features 4/5 HDR works good, excellent lag input for gaming, plenty bright to counter some ambient light and/or light up a large screen, excellent for 3D), Value 5/5(can't beat what you get for the price), Overall 4.5/5(minor quality issues are my only issue, but my older more expensive model had the same issues)

Edit: The smoke damage to the DMD chip was entirely my fault and nothing to do with the PJ itself.
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Last edited by Kreationz; 11-08-2019 at 05:14 AM.
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post #29 of 32 Old 10-23-2019, 02:31 PM
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Originally Posted by Kreationz View Post
I have this PJ. Never had this issue. Bought it after the update most likely. Sees major daily usage(primary TV). Currently 2772 hours and counting(4 Bright, 11 Dynamic, 842 ECO, 1915 ECO+). Still running great(and first bulb).

Overall very comparable to my HD25-LV that died a while back(after about 5 years of heavy use and poor maintenance which lead to a fan replacement and later smoke damage which killed the DMD chip).

Personal Review: I did get mine online through the big "A" store. Very happy with it. Picture quality, 3.5/5(minor uniformity, color issues due to white segment on wheel, very slight focus uniformity issues). Features 4/5 HDR works good, excellent lag input for gaming, plenty bright to counter some ambient light and/or light up a large screen, excellent for 3D), Value 5/5(can't beat what you get for the price), Overall 4.5/5(minor quality issues are my only issue, but my older more expensive model had the same issues)
I've been considering this model for the HDR & gaming. It seems like the only one of its kind having the HDR functionality. Curious if you looked at the Benq 2050a and if so what made you go this route. That's the other one I'm looking at, oh and I see a lot of reviewers liking the Optoma gt10980 darbee.
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post #30 of 32 Old 11-08-2019, 05:05 AM
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Originally Posted by Cibs View Post
I've been considering this model for the HDR & gaming. It seems like the only one of its kind having the HDR functionality. Curious if you looked at the Benq 2050a and if so what made you go this route. That's the other one I'm looking at, oh and I see a lot of reviewers liking the Optoma gt10980 darbee.
Price at the time and lag. This PJ is only a temp for me as I'm selling the house and it's being included with my current screen and sound system as a bonus to the buyer, but if I was buying it now I likely would have got the brighter HD39HDR.

Last edited by Kreationz; 11-08-2019 at 05:16 AM.
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