• Report: #601923

Complaint Review: Epson America

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  • Submitted: Tue, May 11, 2010
  • Updated: Wed, October 24, 2012

  • Reported By: Roger — Colorado Springs Colorado United States of America
Epson America
3840 Kilroy Airport Way Lon Beach, California United States of America

Epson America Epson Refuses to Honor their Warranty Lon Beach, California

*General Comment: This can be cleared up simply if you show a receipt

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I purchased an Epson projector that cost $3500. After about 75 hours of usuage, it broke. I called Epson tech support and going through the diagnostic routine they determined the unit had to be sent back. The unit comes with a three year warranty. Working with there warranty support group, they could not fine the serial number of my projector in their database and as such refused to honor the warranty. 

The warranty section of their owners manual requests that you register the product including the serial number. I did and received a positive registration confirmation. I was informed by Epson's Colleen Woods that the registration has nothing to do with the warranty, it's used only for marketing puposes. Seems Epson's serial number system checks and acceptance confirmation can change within the company given the cost/benefit situation at the time. [continued below]....

..... Had the serial number been rejected for upon registration, that unit would have been sent back ASAP when payment could have been retracted and the unit not put in use.

Epson is hiding something here regarding this warranty and I can't get the straight scoop out of them regarding why they will not honor it. The product has been on the market for less than 2 years yet it comes with a 3 year warranty. How can they not honor it. This is the worst company I have ever dealt with. I can't understand how there employees can actually go to work and perform these misdeeds. 




This report was posted on Ripoff Report on 05/11/2010 06:43 AM and is a permanent record located here: http://www.ripoffreport.com/r/Epson-America/Lon-Beach-California-90806/Epson-America-Epson-Refuses-to-Honor-their-Warranty-Lon-Beach-California-601923. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 General Comment

This can be cleared up simply if you show a receipt

AUTHOR: Paul - (United States of America)

You leave a lot out in your complaint, such as if the projector was new, used, or refurbished so I assume it is new. No large company would say no to warranty service if a product is under warranty and requires service - unless it was dropped, run over by a truck, or abused.

You mentioned that the serial number did not exist in their system, all you need is proof of purchase - did you provide that? Even if you bought it on-line from them, they would have sent you an email with your order details. I'm sure the projector had a packing slip or copy of the order included with it. So I question that you did show them that because if you did, they would have covered the repair regardless if the serial number is in their system or not.

If they refused to cover the unit, they must have had good reason. Perhaps the warranty is three years but the lamp is 60 days - you don't mention what part needed repaired. Epson is not the only company that has a limited warranty on projector lamps.

Finally, remember warranty does not mean a refund, it means a repair which you are completely entitled to if the part that failed is covered under the warranty - assuming the unit is new. If you had the unit working for 75 hours, I would imagine that it is under warranty including the lamp and they would have no problem having it repaired for you. There is more to your story that you should explain.
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