Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Optoma projector direct from our vendor with a 90 day warranty from the manufacturer. Upon purchasing and receiving the projector, I attempted to set up and install it. During the auto-focus, something broke inside and the focus no longer worked. I contacted my vendor who provided Optoma's contact information. I called them and confirmed the issue with tech support. He advised how to open the *** online. After completing this, the response wasn't to send it in for repair, but they wanted videos and more information. After explaining I already called, a *** was provided. I paid to ship the package and it was delivered. Per their website, the unit is diagnosed within 2-3 business days and I would be contacted. The repair would take 7 business days. The package was received almost 2 weeks ago and I have not been contacted. I called and spoke to a representative who claims only 1 person knows about my case and they would follow up with me. That was 4 days ago. This company now has my money and my projector with no ETA to return or repair. They claim their website provides false timelines and is invalid.

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Optoma Office of CEO Consumer Complaints ************ ****************************************** Optoma Technology Ticket# ******* Re: Optoma Technology Ticket# ******* : Re: Optoma Technology Ticket# ******* : RE: UHZ50 4-182585 Dear Optoma CEO, ** ****,I am very frustrated. This projector was almost $3,000 new when I bought it off ******. It had dead pixels due to the faulty *** chip in the very first month so I was able to return it to Amazon (thank goodness) and they exchanged it. That was unit #1. Unit #2 - this one had the same failure right after the 1-year warranty ended. I will never understand why a $3,000 unit would only have a 1-year warranty. It should be at least 2 years but more like 5 years seems appropriate when you spend this kind of money. I sent the unit in June 2024 to be repaired by you. It was shipped back with scuffs and scratches on it and with no lens cover either. I am not impressed with the way my unit was handled. Try #3 - Now even after having the *** chip replaced, I am AGAIN, getting dead pixels before we are even at 90 days. This unit is obviously a lemon to have the same issue happen so many times in a row and in such short time frames. I keep my home immaculately clean and I air the projector out once a month like clockwork. I also have the unit set with my AV receiver to auto-turn off whenever there is no activity for 20 minutes. The unit is in open air and well-ventilated so I don't understand what the cause is except for an inherently defective *** chip. I honestly don't think there is anything more I could do to baby this unit barring putting a custom cooling unit on it, which I shouldn't have to do. I would really like to see Optoma get me into a unit that is equal to or better than the UHZ50. I feel that I have been through enough with this unit.

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:03/07/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:06/27/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.