HOLY Customer Service Experience Batman!!
scubalab
Posts: 3,105
It's not too often that a company in this day and age keeps on surprising me with their 'above and beyond' customer service and support. I have to say that I have no stake in this company, other than a guaranteed repeat customer!
Our HT projector is an Epson Powerlite 8350. Nothing great, but not too shabby either. I purchased it new a little over 2 years ago (June 2012) from Best Buy. It is our primary television in the house, so it gets the most use.
In December 2012, the lamp blew at about 800-900 hours (eco mode). I had an extended warranty through BB, but thought I'd call Epson first. Epson sent me a new lamp, no questions asked. Never expected that!
Flash forward 9 months (September 2013). Lamp No. 2 dies (no explosion this time, just the black screen and flashing light. Had about 800-900 hours again. Called Epson again, not looking to get a new lamp, just to see if I might be doing something wrong. Once again, they shock me and offer to send a replacement (refurbished) projector with a new lamp.
Replacement PJ has been in use for just about a year, and last month, I notice the brightness is not up to par. I check the hours - it has around 1200. Within the past month, it's getting slightly dimmer and starting to flicker on occasion - clear sign it's about to go.
So, I called Epson today to purchase a new lamp to have when this one finally goes. The Technical Support Rep start asking questions about the history, serial number, etc. He puts me on hold for a few minutes and comes back and says (with a slight tone of disappointment) that since the replacement unit is already over a year old and out of warranty, they can only send me one more lamp, and any future lamps must be purchased. I was floored! I thanked him and actually said I wasn't expecting that and was fully prepared to buy a lamp. He said they'd be glad to send one more lamp free of charge.
THAT is what I call customer service!
Our HT projector is an Epson Powerlite 8350. Nothing great, but not too shabby either. I purchased it new a little over 2 years ago (June 2012) from Best Buy. It is our primary television in the house, so it gets the most use.
In December 2012, the lamp blew at about 800-900 hours (eco mode). I had an extended warranty through BB, but thought I'd call Epson first. Epson sent me a new lamp, no questions asked. Never expected that!
Flash forward 9 months (September 2013). Lamp No. 2 dies (no explosion this time, just the black screen and flashing light. Had about 800-900 hours again. Called Epson again, not looking to get a new lamp, just to see if I might be doing something wrong. Once again, they shock me and offer to send a replacement (refurbished) projector with a new lamp.
Replacement PJ has been in use for just about a year, and last month, I notice the brightness is not up to par. I check the hours - it has around 1200. Within the past month, it's getting slightly dimmer and starting to flicker on occasion - clear sign it's about to go.
So, I called Epson today to purchase a new lamp to have when this one finally goes. The Technical Support Rep start asking questions about the history, serial number, etc. He puts me on hold for a few minutes and comes back and says (with a slight tone of disappointment) that since the replacement unit is already over a year old and out of warranty, they can only send me one more lamp, and any future lamps must be purchased. I was floored! I thanked him and actually said I wasn't expecting that and was fully prepared to buy a lamp. He said they'd be glad to send one more lamp free of charge.
THAT is what I call customer service!
Comments
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awesome, had that experience with Peachtree Audio
WTG Epson!!! 2 ch- Polk CRS+ * Vincent SA-31MK Preamp * Vincent Sp-331 Amp * Marantz SA8005 SACD * Project Xperience Classic TT * Sumiko Blue Point #2 MC cartridge
HT - Polk 703's * NAD T-758 * Adcom 5503 * Oppo 103 * Samsung 60" series 8 LCD -
Always makes you feel good about your purchase when you are treated like that.Home Theater
Onkyo PR-SC5508 Sharp LC-70LE847U
Emotiva XPA-5 Emotiva XPA-2 Emotiva UPA-2
Front RTi-A9 Wide RTi-A7 Center CSi-A6 Surround FXi-A6 Rear RTi-A3 Sub 2x PSW505
Sony BDP-S790 Dishnetwork Hopper/Joey Logitech Harmony One Apple TV
Two Channel
Oppo 105D BAT VK-500 w/BatPack SDA SRS 2.3 Dreadnought Squeezebox Touch Apple TV -
Epson is pretty good with their CS. I'm looking forward to seeing what their new laser projector does. It's all the hype over at AVS right now.Shoot the jumper.....................BALLIN.............!!!!!
Home Theater Pics in the Showcase :cool:
http://www.polkaudio.com/forums/showcase/view.php?userid=73580
