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Discussion Starter · #1 ·
Hey all,


I'm here to tell you my story with Optoma and Costco.


Back in Jan 2007, I bought an Optoma HD6800 (HD72 clone) 720p projector for 2200$ CND including taxes at Costco.ca. It ran fine for 2 years & 1090 h but suddenly, boom! I had the famous shut-down problem after 30 sec (Lamp Driver). I was out of warranty since 2 weeks but luckily for me, Costco took it back and fully reimbursed me. More info on the following posts here: http://www.avsforum.com/avs-vb/showt...1#post15764481


So I decided to buy another Optoma projector at Costco... bad decision



I got the Optoma HC-815 (which is a HD8000-LV clone) 1080p 2000 lumens projector at Costco.ca for almost 4000$ CND including taxes. It ran fine for a year, this projector is great, bright, sharp and had everything I asked and needed for. Watching the Winter Olympics in particular was simply amazing.

But 2 weeks ago, boom, it decided to auto shutdown after 30 sec or when switching source for example. Gosh I was pissed, same problem again and this unit has only been used 1 year with less than 600 h in ECONO only!*(?$/*%"/$&*%/. Here's 2 videos I've made showing the problem before repair:
http://www.youtube.com/watch?v=9Iu3TaoGXWc
http://www.youtube.com/watch?v=qvG7ug6r974


But after calming down, I took the phone and called Costco Concierge service. They filled-out my problem and told me an Optoma rep would contact me within 48h. Of course, I had to call myself after the third day at Optoma directly and so they arrange me an RMA for repair. I sent the PJ at my charge (30$) and received it back 5 days later. Regarding service speed, nothing to say at least! But here's the catch:

MY PROJECTOR IS MORE BROKEN THAN IS WAS BEFORE REPAIR!!!


The auto shut-down problem is somehow gone but here is all the new problems with photos and videos too:
http://public.fotki.com/angel2167882...ctor-problems/
http://www.youtube.com/watch?v=Cg2jx7OJ_W4
http://www.youtube.com/watch?v=txR7nXraf88
http://www.youtube.com/watch?v=W-w94RPlvCk


To summarize there is
  • Multiples optical artifacts on screen, mainly 2 visible spots in mid-left center... counting at least 20 with naked eyes. Spots are either white on black screen or black on a fully light screen; Those are PERMANENT
  • Yellow hallow in the top-low left corner, clearly visible in picture 9; This is PERMANENT
  • Browsing in the menu is laggy and will at some point completely crash, look at the digital artifact in the brightness bar on picture 14, or look at pics 7 & 8, the image turned out green while browsing menu; unplugging power is needed to reset PJ
  • While browsing menu and/or when showing the white/grid calibration screen from the menu, the picture will completely DISAPPEAR! Almost the same as the original problem, but the PJ does NOT engage auto shutdown and the lamp stays lid in the PJ but there is NO picture on-screen; unplugging power is needed to reset PJ
  • Finally, I'm pretty sure colors are decalibrated and look terrible. Plus, I feel there is less light from the PJ too.

Note that PJ bright/contrast is at max and LAMP mode to BRIGHT to emphases the artifacts. And I took shots of the lens just to show you there is neither scratch nor dust on it, thus not causing the problems.

How a repair service can be that stupid to not test their repair and ship the unit back 1000 km far away?!?!?!?


I called back at Costco Concierge to explain the situation and they told me a supervisor should call be back within 48 hours. They indeed call me back and just told me Optoma is informed of the situation and to hold on for a solution.


I completely loose confidant in Optoma products, they have suspicious quality and aren't reliable, plus their repair service isn't smart enough to fully test their product after a repair. After 6000$ and having 2 projector in 3 years, THIS IS TOTALLY UNACCEPTABLE.


More, I asked Costco member service for a full reimbursement of the product explaining the situation and that I am a faithful member since 10 years spending thousands of $ in their store every year but they don't want to. They replied me back saying they are sorry and the Concierge Service should take care of me ASAP.


It's been 2 weeks now I can't enjoy my home-theater to watch movie, TV and playing 360... it sucks
 

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Quote:
Originally Posted by angel2167882 /forum/post/18300815


Hey all,


I'm here to tell you my story with Optoma and Costco.


Back in Jan 2007, I bought an Optoma HD6800 (HD72 clone) 720p projector for 2200$ CND including taxes at Costco.ca. It ran fine for 2 years & 1090 h but suddenly, boom! I had the famous shut-down problem after 30 sec (Lamp Driver). I was out of warranty since 2 weeks but luckily for me, Costco took it back and fully reimbursed me. More info on the following posts here: http://www.avsforum.com/avs-vb/showt...1#post15764481


So I decided to buy another Optoma projector at Costco... bad decision



I got the Optoma HC-815 (which is a HD8000-LV clone) 1080p 2000 lumens projector at Costco.ca for almost 4000$ CND including taxes. It ran fine for a year, this projector is great, bright, sharp and had everything I asked and needed for. Watching the Winter Olympics in particular was simply amazing.

But 2 weeks ago, boom, it decided to auto shutdown after 30 sec or when switching source for example. Gosh I was pissed, same problem again and this unit has only been used 1 year with less than 600 h in ECONO only!*(?$/*%"/$&*%/. Here's 2 videos I've made showing the problem before repair:
http://www.youtube.com/watch?v=9Iu3TaoGXWc
http://www.youtube.com/watch?v=qvG7ug6r974


But after calming down, I took the phone and called Costco Concierge service. They filled-out my problem and told me an Optoma rep would contact me within 48h. Of course, I had to call myself after the third day at Optoma directly and so they arrange me an RMA for repair. I sent the PJ at my charge (30$) and received it back 5 days later. Regarding service speed, nothing to say at least! But here's the catch:

MY PROJECTOR IS MORE BROKEN THAN IS WAS BEFORE REPAIR!!!


The auto shut-down problem is somehow gone but here is all the new problems with photos and videos too:
http://public.fotki.com/angel2167882...ctor-problems/
http://www.youtube.com/watch?v=Cg2jx7OJ_W4
http://www.youtube.com/watch?v=txR7nXraf88
http://www.youtube.com/watch?v=W-w94RPlvCk


To summarize there is
  • Multiples optical artifacts on screen, mainly 2 visible spots in mid-left center... counting at least 20 with naked eyes. Spots are either white on black screen or black on a fully light screen; Those are PERMANENT
  • Yellow hallow in the top-low left corner, clearly visible in picture 9; This is PERMANENT
  • Browsing in the menu is laggy and will at some point completely crash, look at the digital artifact in the brightness bar on picture 14, or look at pics 7 & 8, the image turned out green while browsing menu; unplugging power is needed to reset PJ
  • While browsing menu and/or when showing the white/grid calibration screen from the menu, the picture will completely DISAPPEAR! Almost the same as the original problem, but the PJ does NOT engage auto shutdown and the lamp stays lid in the PJ but there is NO picture on-screen; unplugging power is needed to reset PJ
  • Finally, I'm pretty sure colors are decalibrated and look terrible. Plus, I feel there is less light from the PJ too.

Note that PJ bright/contrast is at max and LAMP mode to BRIGHT to emphases the artifacts. And I took shots of the lens just to show you there is neither scratch nor dust on it, thus not causing the problems.

How a repair service can be that stupid to not test their repair and ship the unit back 1000 km far away?!?!?!?


I called back at Costco Concierge to explain the situation and they told me a supervisor should call be back within 48 hours. They indeed call me back and just told me Optoma is informed of the situation and to hold on for a solution.


I completely loose confidant in Optoma products, they have suspicious quality and aren't reliable, plus their repair service isn't smart enough to fully test their product after a repair. After 6000$ and having 2 projector in 3 years, THIS IS TOTALLY UNACCEPTABLE.


More, I asked Costco member service for a full reimbursement of the product explaining the situation and that I am a faithful member since 10 years spending thousands of $ in their store every year but they don't want to. They replied me back saying they are sorry and the Concierge Service should take care of me ASAP.


It's been 2 weeks now I can't enjoy my home-theater to watch movie, TV and playing 360... it sucks

Sorry to hear about your problems. There are going to be problems no matter what brand you buy. It looks like you have purchased rebadged, special units designed just for Costco. That could be the problem. I imagine if you bought a more popular model sold to the general public, you would probably get a better machine.


Remain calm and continue to deal with Costco in order to get your PJ replaced. Good luck with your next machine, regardless of brand.
 

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Discussion Starter · #3 ·
I went to my local Costco yesterday (the same they took back and rufund my first PJ) and tried to return and get refund.


I spoke with the cleark explaining the situation and then she spoke with the director of the store.


The director will make couples of call tomorrow (monday) and will take care of the situation somehow... Not sure I will get a full refund but I will push this way when I'll call me back.


Gosh, the equation is simple, I don't want this PJ to get repaired again and I don't want any Optoma PJ again!
 

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Quote:
Originally Posted by angel2167882 /forum/post/18308727


Gosh, the equation is simple, I don't want this PJ to get repaired again and I don't want any Optoma PJ again!

Sure seems like it, and although understandable, you haven't owned a real Optoma yet.


Good luck with the next relabel you get from Costco.
 

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Discussion Starter · #5 ·
Got about 5 calls today form Costco and Optoma... but last call was the right one! Supervisor from Costco Customer Support saying that they will arrange a return in store and that I'll get totally refund!!! Have to wait 48h before credit will be arrranged thus but at last this is the service I expected from Costco



Now what to buy with 3400$ CND?!?!
 

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Discussion Starter · #6 ·

Quote:
Originally Posted by reconlabtech /forum/post/18311726


Sure seems like it, and although understandable, you haven't owned a real Optoma yet.


Good luck with the next relabel you get from Costco.

A real Optoma? I'm beg you pardon but


First: The 2 projector I had was indeed real Optoma with really the name Optoma on the casing and with real Optoma manual, warranty and support. Thus, I should expect the same level of quality from any other Optoma PJ. Curiously, many "real" HD72 PJ had the same problem as mine...
http://www.avsforum.com/avs-vb/showt...php?p=15764481


Second: my current HC-815 was listed on the main page of Optoma.ca last year, and still listed on the Optoma.ca by a search:
http://www.optoma.ca/Product_detail.asp?product_id=402


So, it is still not a real Optoma product? I don't think so.
 

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Quote:
Quote:

Originally Posted by reconlabtech View Post

Sure seems like it, and although understandable, you haven't owned a real Optoma yet.


Good luck with the next relabel you get from Costco.

Forget about him.


Quote:
Now what to buy with 3400$ CND?!?!

Check ou the BenQ line. W6000.
 

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Quote:
Originally Posted by angel2167882 /forum/post/18317607


Got about 5 calls today form Costco and Optoma... but last call was the right one! Supervisor from Costco Customer Support saying that they will arrange a return in store and that I'll get totally refund!!! Have to wait 48h before credit will be arrranged thus but at last this is the service I expected from Costco



Now what to buy with 3400$ CND?!?!

Wow nice service!


Panasonic PT-AE4000 or Epson 8500?


I should get my screen next week, you should visit me to see what you think about the AE4000....
 

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Discussion Starter · #9 ·
It's done, got full money back!!! Moreover, I paid with my Amex Costco at the purchase and so Costco is suppose to pay you back on the Amex too (because of the Amex pay-back check) but I explained to the manager in the store that I don't have any balance on the card and that I bought my stuff with the Amex so it double the warranty.


He said, yeah I've heard about your case from my director, you had so many troubles already, no problems we can refund you on your bank card in cash instead!!!


Wow, thank you Costco for the excellent service. Maybe I had to make few extra steps but at least, they respect their clients and support them.


I don't know why there is a sticky post about not posting any Costco post but gosh, they are one company that offer maybe not excellent Optoma PJ but a EXCELLENT service! Two thumbs up for Costco!!


Now help me decide what to get!!!
http://www.avsforum.com/avs-vb/showthread.php?t=1235914
 

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That was because its once generous warranty, return and refund policy allowed people to 'rent' the projectors till it broke down or the bulb burned out.
 
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