Bob does not have his PM turned off, to my understanding. I have used it before. Your issues will more than likely be resolved to your satisfaction. This has been my has been my result when dealing with Infocus. Never fear. It will be taken care of.
-
Get an exclusive sneak peek into our new project. >>> Click Here
Bad Infocus customer service experience
I posted to the forum about a month ago about a problem with my then brand new 7200. There was a blue band across the top 5% of the screen. After talking with the local Infocus rep, it was determined that it was defective and would be replaced.
Last Thursday I picked up the projector from my dealer and brought it home. It had been repaired, not replaced, which is why it took 3 weeks to get it back. That would be okay with me, except that while they repaired the optical problem, the projector now rattles continuously when on. If you've ever heard a small fan with the bearings failing, it sounds like that. It appears that it was not put back together properly. The top and bottom of the projector do not close tightly; you can squeeze the top and bottom and the case closes, if you pull lightly on the top or bottom section the case separates about 1/8" at the back. Whether this is directly what's causing the rattling, I don't know, but at this point I'm pretty unhappy.
Also, since I was initially told it would be replaced, I included all the accessories in the box when I sent it back, and I got the same accessories back, but with the remote taped down inside the box with a large piece of strapping tape, so that I had to spend time removing the adhesive from the tape from the buttons on the remote control. The rest of the accessories (manual, power cords) were loose in the top compartment of the shipping box, free to bang around against the remote, and the now somewhat worn manual.
Infocus is now refusing to exchange it for a new one; their policy is to only exchange within the first 30 days, since it is now past 30 days (since it took 3 weeks to ship it, repair it and ship it back), they only offer repair. I bought this projector at the beginning of March and I still don't have a working unit, and they want me to send it back to them again. This projector did not work right out of box when brand new.
The local Infocus rep is going to try to call their contact at Infocus to try to resolve this and get me a new unit, but I'm not confident in this process anymore. The dealer has been very helpful as has the local rep, the problem is with Infocus.
I PM'd Bob Williams a couple days ago, and I haven't gotten a reply, I presume because he has PM turned off.
I'll keep everyone posted on how this turns out.
Stephen
Last Thursday I picked up the projector from my dealer and brought it home. It had been repaired, not replaced, which is why it took 3 weeks to get it back. That would be okay with me, except that while they repaired the optical problem, the projector now rattles continuously when on. If you've ever heard a small fan with the bearings failing, it sounds like that. It appears that it was not put back together properly. The top and bottom of the projector do not close tightly; you can squeeze the top and bottom and the case closes, if you pull lightly on the top or bottom section the case separates about 1/8" at the back. Whether this is directly what's causing the rattling, I don't know, but at this point I'm pretty unhappy.
Also, since I was initially told it would be replaced, I included all the accessories in the box when I sent it back, and I got the same accessories back, but with the remote taped down inside the box with a large piece of strapping tape, so that I had to spend time removing the adhesive from the tape from the buttons on the remote control. The rest of the accessories (manual, power cords) were loose in the top compartment of the shipping box, free to bang around against the remote, and the now somewhat worn manual.
Infocus is now refusing to exchange it for a new one; their policy is to only exchange within the first 30 days, since it is now past 30 days (since it took 3 weeks to ship it, repair it and ship it back), they only offer repair. I bought this projector at the beginning of March and I still don't have a working unit, and they want me to send it back to them again. This projector did not work right out of box when brand new.
The local Infocus rep is going to try to call their contact at Infocus to try to resolve this and get me a new unit, but I'm not confident in this process anymore. The dealer has been very helpful as has the local rep, the problem is with Infocus.
I PM'd Bob Williams a couple days ago, and I haven't gotten a reply, I presume because he has PM turned off.
I'll keep everyone posted on how this turns out.
Stephen
- Status
- Not open for further replies.
1 - 15 of 15 Posts
But do let us know either way. My limited experience with InFocus has been very positive. I wonder why your local infocus rep has not been of more help. I am sorry for your bad experience. For what they charge you should be getting what they said they would give you a replacement.
Paul
Paul
I PM'd Bob a couple weeks ago. It took him about a week and a half to respond, but he did.
He probably has other things going on and may not be monitoring the forum as closely now as he used to.
Give him a little time.
He probably has other things going on and may not be monitoring the forum as closely now as he used to.
Give him a little time.
A quick update-
Bob Williams just PM'd me and is helping to resolve this. I'll update this thread as things progress.
Stephen
Bob Williams just PM'd me and is helping to resolve this. I'll update this thread as things progress.
Stephen
I'll third, or fourth, or whatever that. I've had nothing but good service from Infocus (I had a bulb flicker issue which they resolved by sending me a new bulb assembly - no questions asked). I'm also surprised about your experience with your local rep. I guess sometimes it is just better to go directly to the top than through a middle-man.
Steve
Steve
Good news-
I'm going to get a brand new projector from Infocus, which should arrive by Friday.
This afternoon both my dealer and Infocus called me, and I talked to the local distributor as well. We're still trying to figure out what broke down in the process. At this point, I really want to know, as does my dealer, as does Infocus.
I'm just very happy that everything appears to be resolved.
-Stephen
I'm going to get a brand new projector from Infocus, which should arrive by Friday.
This afternoon both my dealer and Infocus called me, and I talked to the local distributor as well. We're still trying to figure out what broke down in the process. At this point, I really want to know, as does my dealer, as does Infocus.
I'm just very happy that everything appears to be resolved.
-Stephen
Thats great Stephen. Even more reason for people to feel good about this company. Maybe we can change the name of the thread now.
Paul
Paul
It's amazing what a little bad press (or threat of it) can do. I wonder if he had not aired his complaints in this popular, public, HT forum (lots of potential future customers) that it will be resolved this quickly if at all to his satisfaction. I have seen this time and time again with many manufacturers (not just Infocus). It amazes me the power of this forum can do. Way to go AVS !!!
I just wanted to let people know that I am willing to help out in these kinds of situations. I may not be around as often as I would like to get things resolved quickly, but I agree with Huey that this forum is simply the best means I have ever seen for communication (good and bad) between end users and manufacturers. While I am not an expert in customer service, I will try my best to make sure that people are happy with our current and future products.
Bob
You truly are the man. So whats next on the drawing board for infocus? 3 chip? HD3? brighter bulbs? I love my 7200 and it gets fired up at least once a day. Ihave no regrets on my decision and feel very confident with your continued, public support. As I have said before, InFocus should revenue share the profit from the 7200 with you!
Paul
You truly are the man. So whats next on the drawing board for infocus? 3 chip? HD3? brighter bulbs? I love my 7200 and it gets fired up at least once a day. Ihave no regrets on my decision and feel very confident with your continued, public support. As I have said before, InFocus should revenue share the profit from the 7200 with you!
Paul
I agree 100% with Paul. I have nothing but high regards for Infocus - as product or company. Special consideration to Bob of course for all the information, advice, and help he has given us all here.
I too am very interested to hear what is on the whiteboard at Infocus. Anything you can tell us Bob? Well, anything you are allowed to tell us of course....
Steve
I too am very interested to hear what is on the whiteboard at Infocus. Anything you can tell us Bob? Well, anything you are allowed to tell us of course....
Steve
C'mon now... Bob can't talk about R&D 
I agree--InFocus is simply an outstanding company and product. I'll be watching their future ScreenPlay offerings, too!
Todd/Indy
I agree--InFocus is simply an outstanding company and product. I'll be watching their future ScreenPlay offerings, too!Todd/Indy
Bob,
When you get a chance, I sent you a question via PM.
Thanks,
-Stephen
When you get a chance, I sent you a question via PM.
Thanks,
-Stephen
1 - 15 of 15 Posts
- Status
- Not open for further replies.
AVS Forum
A forum community dedicated to home theater owners and enthusiasts. Come join the discussion about home audio/video, TVs, projectors, screens, receivers, speakers, projects, DIY’s, product reviews, accessories, classifieds, and more!
Full Forum Listing
Top Contributors this Month
View All
WilliamR
1036 Replies
BASSAHOLIC
557 Replies
Abominable
414 Replies
Recommended Communities
