The Art of Home Theater Projectors

Epson Home Cinema 8500UB Projector, 9500UB Projector Redline update

Greetings Epson fans?

OK, I’m still getting some emails, asking current status, and finally, I got a “the word” out of Epson Friday (or was it late Thursday)?

Per Epson, the problem has been fixed, there should be no remaining inventory out in the field – (at dealers), capable of having the problem.

The problem was caused by a bad value in one of the color tables or related.  I’ve asked for a more in-depth explanation, but I’m not really expecting one.  For me, my interest in details are primarily curiosity.  I’ll report if I do learn more, but, I’m not going to pursue it.  (Don’t ask me!)

Epson has been taking care of everyone calling in.  If you have had the red line problem, there is no reason not to call immediately, and since they’ll send out the replacement before you have to send yours in to them, no downside in terms of being without.

You could deal with your Epson dealer, but, that will cost you both time, and money.  Dealers are not going to be paying your freight, and they can’t perform the fix.  CALL Epson.

If, somehow you call the Epson number you have (the Private line number that comes with every Epson projector (and takes you directly to projector support).  Main Epson numbers probably get you to a generalist (you know, Epson makes 100s of printers for every projector).

So, call the right number.

If somehow, you get someone who does not know what you are talking about when you say you have red lines…  hey, ask for a supervisor.   Epson says everyone’s in the loop, but, hey, just in case…

Epson management actually sent me a brief statement to share with you.  Here ya go, word for word:

“Epson has developed a fix to correct the “red line” occurrence that has been reported in a very small percentage of units.  It is a simple and effective software enhancement to correct a color value that was being incorrectly interpreted.  This software fix has been implemented in all units moving forward.

A small number of units in the channel were not returned to Epson for implementation once the fix had been developed.

If any customers are experiencing this issue, they can contact Epson directly at 800-637-7661 (use PIN on PrivateLine Support Card) for assistance from support specialists who are familiar with correcting the occurrence.  As always, Epson is committed to providing our customers with the best in service and support for our front projector products.”

OK.  I want to point out: The middle paragraph there is an interesting one.  This relates to the fact that a handful of new owners who bought around mid-Feb, apparently received units capable of  the red line problem.  I think what they are trying to re-affirm, is that you can now buy in confidence that all units now out there should be free of the issue.

Final word.  One more time:

If you’ve got a red line Epson, Call them.  Get it taken care of.   They say they are waiting!  -art

News And Comments

  • Jon

    I’m so happy I found this post. My 6 week old 8500UB displayed this issue today. I called Epson after reading this thread. First level support had no clue and had me responding to checklists for 10 minutes. Second level support (ask for advanced product support) understood completely.

    Since the projector was under 60 days old, a new unit with the revised firmware is being overnighted.

    Other than the guy in tier 1 support who didn’t get the memo, the service was top notch.

  • Richard Westley

    I would suggest that anyone who has the red line issue or in fact any issue with their Epson projectors call the number with your pin and immediately ask for second tier support. The first person you get will usually have no idea of what you are talking about.
    The people in the second or third level support will take care of the issues immediately and will ship a new unit overnight. Don’t wast time with 1st level support since they really do not understand the issue.

  • Shareen Masoet

    Epson Aus does not know about good service and spare parts dept what a joke no lamps available until June2010 ordered in April

  • Mario Daigle

    This is an old entry, so hopefully someone’s still watching … Art? :-)

    What relationship does the red line have, if any, with the red/purple tint that’s happening to many with these models? Mine has developed this, rendering the unit pretty useless after about 3 years of use.

    I called Epson, and they have no interest in even helping me PAY to have it fixed. Their response: “it’s a known problem with the optics engine, and it would cost more to fix than a new projector – here’s a 6% discount off a lesser unit as a loyalty program for you to buy a new projector”.

    Underwhelming to say the least.

  • Mario Daigle

    Red / purple tint at the bottom or top of the screen. I should have specified above. See this page for some screen caps of another user that’s had the same plight.

    Scroll down to post #6 for pics.

    • Lisa Feierman

      Hi Mario, I just read that whole page of that thread.. i would concur with Tinman, etc. Seems like it is an alignment problem along those lines. Certainly the pink blue photos would indicate that. Makes sense. As to Epson’s offer, well, I’ll pass on commenting on that, but I did pass your email to me to Epson product folks. No idea what will become of it, but they have your email. Next time you talk to Epson, ask to get to Level II support, if you haven’t been able to get past the first level in the past.