ComplaintsforOptoma USA

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an Optoma projector 7/16/2023 and it came with a warranty. A month after I received the projector it started to make a very loud noise. When I called the only option to fix it was to ship it to them. This cost $227.95 for shipping and insurance, they required I get it insured. They replaced the fan as an issue under warranty but will not refund the shipping cost. When I purchased their product I was not informed they had a policy that the customer is responsible for shipping when their product is defective and under warranty,

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought an Optoma UHD50X in Dec of 2021 for about $1,300 from BestBuy. I currently have almost 900 hours using it. In May, 2023, just 6 months after the warranty expired; I noticed a white dot on the display. At first I tried to ignore it, but eventually it became way too annoying. I took it to a local repairmen to see how it might be fixed--since I knew the warranty had expired. He explained the *** card was bad and that likely the carrier/bracket that card sits in would need to be replaced as well. Over the last several months I have been waiting for it to be repaired (obtaining parts has been difficult and the shipping times have been terrible). We have still not obtained the correct parts. The reason for my complaint is the following: since this issue presented itself I have done a lot of research on this unit. It is since been discontinued and it is hard to find ********** without the issues I have described above. $1,300 is a lot of money to pay for a unit that seems to have systematic flaws and is essentially a lemon. I believe the unit was very poorly designed. As a gesture of good-will, I would ask that Optoma either repair my unit, free of charge, or give me credit that can be used toward a new unit (not less than $750 dollars). My brother has an Optoma 4k projector that has not given him any issues and is several years older than mine. I believe that this unit was discontinued because it is a piece of junk and the warranty of 12 months is nowhere near sufficient. I would not be opposed to purchasing a different Opotoma unit, I just dont think I should pay full price for it considering my experience to date.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Case Number ******** Optoma Projector UHD 55 did not work even once. I called Optoma received an RMA number and sent it to Optoma. They received it 2 weeks ago. I was told that turn around time for me to receive my projector back would be about 1.5 weeks. No one has been updating me about the progress of repairs. Today after talking to 2 people I found out that the technician looked at my projector just yesterday. A gentleman just told me that they have a backlog and it may take a week or more for my projector to be fixed. This is turning out to be a very unprofessional experience. The Gentlemen today told me that they are escalating the issue at their end. I asked to speak to their Supervisors but I was told that they were busy and someone would contact me when they are available.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My audio/visual guy from audible visions in ********, ** ordered and installed an Optoma projector in July of last year. July this year I have a white pixel dot show up called my guy he couldnt get to house for a little bit with other jobs and vacation. When he did get here he found there was nothing he could do and called optoma. They said warranty had ran out even though there was evidence of he and I talking about problem before warranty was up. I have had nothing but problems since. Now the white pixel has disappeared and has been replaced with a thousand tiny black ones coming from projector and a new white one. The system has been cleaned and reset. Its funny that literally the month the warranty goes out the projector started going haywire, I had issues with it before but nothing we couldnt take care of with the help of my audio/visual guy. The product is not a good product Im already going to have to buy a new one because they dont care to help at all. Was going to buy a laser projector to replace it and it looks like only ones in my budget are Optoma so Im in a terrible predicament. The fact that they wouldnt even try to help out when one of their vendors asked is really telling. It seems a company like Optoma would want repeat buyers and someone to spread a good message for them not bad experiences. This projector is borderline unusable already and I need make a move. I would even consider buying from them again if they actually seemed to care at all. I have bought a projector every 2 years the last 10 years. Used epson and was a loyal customer of them for 8 years and bought 5 machines in that time. My guy talked me into giving Optoma a try because projectors were still kinda hard to get ahold of at the time of purchase. I would think if they really stood by the product they would have worked something out and if they are willing to Im still willing to listen and possibly work with them agai . L

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought one of their projectors brand new from www.beachcamera.com on 12/31/2021 and less then 8 months later a dead pixel shows up. This is most likely due to the faulty chip they used. But given it's still under warranty I send it back to them for repair for a defective product they sold me but is still being forced to pay the shipping cost out of pocket which is over $70 including insurance. I sent it back using all their original boxing materials and padding inserts. The projector was shipped out on 9/7/2022 and I called up their customer service a week later with no updates. Now a month later I called them 10/6/2022 and is told they're gonna halt on repairs due to the top cover being damaged. What the hell? I sent the projector back using the original manufacturer packaging with all the inserts and padding, there is no way the cover would just suddenly brake. First they are selling defective products that cost $1400 forcing buyers to pay out of pocket for shipping for repair and now it seems they are intentionally damaging the item in the process of fixing it just to make the buyer pay more for other damages they caused. If I had known their business and practice is this corrupt I wouldn't have purchased their product. If I can get a refund I will gladly do but this is the type of scam business Optoma is running to trick their consumers. The damage on the product is clearly a manufacturer defect and I shouldn't even have had to pay to ship it back to them in the first place. I'm including that photo they sent me with the broken/cracked cover, clearly that wasn't there when I shipped it.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a projector (UHD35) from OptomaUSA off of Amazon for *******. Projector has a 1 year warranty. Shortly after purchasing (3 months~,) the projector stopped working. Contacted OptomaUSA who provided in-warranty RMA procedures. Spent $60+ shipping projector back to OptomaUSA to be fixed. Optoma stated typical repair times are 1 week after receiving unit. Unit was received by them 6/7/2022 As of 6/27 there is no estimated time for the repair of my unit. Have called OptomaUSA several times only to be told there is a "semiconductor shortage" and there is no estimated time of repair, and it could be months or even years before my repair is completed. Optoma did not make it apparent that warranty repairs could possibly take this long and I find it unacceptable that they can give no estimate or any sort of resolution or refund. I understand there are supply chain issues but I would have never bought this product if they were upfront about their supply chain issues.

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Optoma USA knowingly sells projectors with a known flaw/defect with the projectors "*** Chip". On Oct 1, 2020, I purchased the Optoma UHD50X from Amazon.com. The projector worked as expected until May, 2021 when the projector developed a dead/stuck pixel. This is caused by a faulty *** chip. I reached out to Optoma and completed an RMA (Return Merchandise Authorization) to have the projector serviced, as their technicians agreed the issue was with the *** chip and it would need to be replaced. A few weeks later I received the projector back in working order, until recently (March 21, 2021), the same issue arose. I again reached out to Optoma for assistance, and they would not provide in warranty service for this projector as it is now outside the warranty period and I would have to pay out of pocket for the repairs (the labor charge is $100 per unit, plus $25 return shipping, plus the cost of part(s).While I understand that some electronic products can fail and their is some inherent risk to purchasing any product, while researching this issue I came across a staggering amount of fellow customers experiencing the same exact issue. On Amazon there are 48 reviews (roughly 12% of the total amount of reviews) expressing the same exact situation. The same can be said on other major online retailers including Best Buy. Searching ****** and other customer forums there are countless consumers reporting the same exact path/issue I had. Where the defective projector breaks, is RMA'd and then denied service when the same issue occurs further down the road. Optoma knows this is major issue and yet refuses to recall the defective product, or assist consumers with warranty repairs. This business practice is completely predatory setup to gouged consumers with additional labor costs on a product they are fully aware is defective. Optoma should accept responsibility for this issue and assist consumers with resolving this.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a HD28HDR projector from the company's Amazon store. Within 3 months of having the projector at home the device would not turn on unless it was reset a dozen times. I contacted customer service and learned that they refuse to stand by their products they sell on Amazon for more than 90 days. It is absurd to sell a projector for hundreds of dollars only to then refuse to support the product.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the Cine*** P2 projector on December 26th, 2018 through an authorized Retailer (Eastporters Audio Video). I paid over $5,000 for the projector.I have barely used the projector - almost 100 hours *** of lamp life used throughout the year.The last time I used the projector was on September 22nd and it was working absolutely fine. As this is placed in my basement home theater - there is no overheating as there is a constant temperature control in that area. On December 23rd, I plugged it back again - and I see a Steady Red Light for temperature. There is no overheating in that area and the projector is never plugged in. I waited for 10 minutes and then turned it on again and it did not work.Now when I called customer care, they want me to send the projector in :- Pay the inbound shipping fee - They cannot guarantee a timeline for repair - And they are sure that the parts for that projector are not available.Considering the fact that I paid so much money for the projector, they should be replacing the product - because of non use and still busted product. And that there is no repair timelines - which means I could be waiting for months for the projector to be repaired and sent back to me.Over that, they also mentioned they don't even have units at hand to replace. It is available for purchase through a number of retailers, so I am sure they should be able to send me a new unit.I need a replacement - cos I spent so much money and did not expect this service or a faulty product with no life.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ORDER PLACED November 30, 2020 (through our amazon account)TOTAL $1,471.74 SHIP TO ************************* For the past year my husband has been dealing with defective merchandise/technical issues with Optoma technical support personnel. I purchased a projector for him for Christmas last year, and since then we have had to ship back the original device a couple times for repairs/defects, as well as a refurbished model the company sent (because they couldn't figure out what was wrong the original device), and a newer model. My husband has only had a working projector for about 2-3 months tops for the entire year. With the last issue, he requested to get a refund only to be told that they would have to get approval for that and a "sorry we are closed until January so we won't be able to help you until then: message. ********************* support is slow to respond and overall this has been a very trying and disappointing experience. My husband has had to deal with all this on top of losing his father to covid this past January. We are not people who complain, we just want to the company to do what is right. We both work very hard for our money and this was a very expensive purchase for us.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩