Posted on March 14, 2008 By Art Feierman
One other note: Replacement programs normally require you provide credit card information. The manufacturer will hold that information, and put a charge on it for the value of the projector, in the event that you don’t return the broken projector, and keep them both.
(This is a straight repeat from the 2009 report): Generally, support – primarily technical support, is good with projector manufacturers. That said, from my own experience, one company stands out, and that is Epson. Not only are they very customer focused, but they offer a direct line to their projector support team, saving time and hassle navigating through layers of support people when you need to speak with them. When you add to that, the fact that they have a replacement program, their support is tough to beat.
While I don’t get many emails relating to support department performance from home theater projector owners, I can say that most tend to be complaints. With Epson, on the other hand, I get an occasional email just to tell me how good Epson is. In fairness though, Epson has just worked through a “red line” issue with the 8500UB and 9500UB, which did have owners calling Epson a bit frustrated until Epson got a handle on things. Since they came up with a fix to their problem, I’ve only heard one complaint in the last month, and one more person who said the support person he spoke with, was clueless about the red line problem.
I can say this, about once a month, I’ll get a complaint about how a manufacturer handled an issue, from a specific owner. If it makes sense, I’ll normally forward that to contacts I have with the manufacturer. Generally I get feedback from that person, that the manufacturer has resolved the problem to the satisfaction of the owner.
* While Panasonic offers only a one year warranty, so far, since its launch, they have been offering a 2nd year free, in the form of a mail-in rebate.
*** Sanyo is the only company that I am aware of, that doesn’t offer to replace initially defective (DOA) units with a brand new one. They prefer to have you ship them in, make them right, and ship it back to you. (They pay all freight). In addition, while Sanyo doesn’t offer a replacement program, they do promise rapid turn around, of no more than 3 days at their repair facility.
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