EPSON Replaced our projector with another faulty one.

zootie

Sent our home cinema projector back to Epson to be repaired due to a problem with the picture. They quoted us £150 to collect, repair and return the projector as it is out of warrantee. They had it for 4 weeks (over Christmas) and when it was returned it had a totally different serial number and a totally different fault. They agreed to have it back and rectify the second fault free of charge - but they have had it a further 2 weeks now and judging by emails they dont seem to know how long it will take to sort this second problem out. They said that it was standard practice to change a serial number when a repair is carried out!
Any one know where we stand on this one. We want our (working) projector back!

somethingcorporate

You need to give them a chance to fix it - since the first took a month I think it would be reasonable to expect this one to take a month too.

Keep chasing them.

misssarahleigh

somethingcorporate wrote: »

You need to give them a chance to fix it - since the first took a month I think it would be reasonable to expect this one to take a month too.

Keep chasing them.

Since when do they change serial numbers when repairing an item? Sounds odd to me.

When you say out of Warrenty, how long have you had it?

And, I don't think a month is a 'reasonable' amount of time. Not to me anyway.

zootie

Thanks for the replies.
The first time Epson had it, it was Christmas and the service staff were not working for about a week which delayed the repair and getting parts. That why I expected it to be much quicker this time, especially as we were told it would be marked as a priority.
The projector is about 4 years old I think now.
I believe they made a mistake and sent us the wrong projector back.

misssarahleigh

zootie wrote: »

Thanks for the replies.
The first time Epson had it, it was Christmas and the service staff were not working for about a week which delayed the repair and getting parts. That why I expected it to be much quicker this time, especially as we were told it would be marked as a priority.
The projector is about 4 years old I think now.
I believe they made a mistake and sent us the wrong projector back.

In that case, what I personally would think is that they sent you a 'refurbished' model instead of your own (not sure why they are denying this though).

I would call, kindly explain your disappointed that they have not only sent an item back that isn't yours (if they tell you again they change the serial number, just lightly say 'oh don't be silly') and that item is clearly faulty.

Explain that you feel you should NOT have to wait for them to fix an item that isn't yours, as you have waited quite enough time as it is and you would like it looked into as why you have been given a refurbished model that doesn't work.

The above is just my own personal opinion and how I would play it.

bod1467

I agree, although I think you've missed out the word "not".

"Explain that you feel you should not have to wait for them to fix an item that isn't yours"

somethingcorporate

Unless there are any T&Cs otherwise and time has not be made of the essence then there is no real distinction as to what is reasonable or not. Given the first took a month to repair I don't think you could convince anyone that a month for the second is a) unexpected or b) reasonable.

I, personally, don't think it is but since the first took so long it has to be taken in context.

It does sound like you have been given a refurb, you may find they waited a month, timed out and sent you a refurb rather than repair. They could have just sent one straight away to save you going without.

I agree with the above plan of action as suggested by misssarah.

misssarahleigh

somethingcorporate wrote: »

Unless there are any T&Cs otherwise and time has not be made of the essence then there is no real distinction as to what is reasonable or not. Given the first took a month to repair I don't think you could convince anyone that a month for the second is a) unexpected or b) reasonable.

I, personally, don't think it is but since the first took so long it has to be taken in context.

It does sound like you have been given a refurb, you may find they waited a month, timed out and sent you a refurb rather than repair. They could have just sent one straight away to save you going without.

I agree with the above plan of action as suggested by misssarah.

I'm not a patient person lol he he he

Anyway, I understand the reasoning of the OP stating that she expected the second time to be quicker as the first time was over xmas. I'd assume the same (as we all expect things to take longer over christmas):p

zootie

To update.. We now have a loan projector to use while the repair is going on - but still no admission as to what happened to our original projector and why we are waiting for them to repair a projector that is not ours!