ComplaintsforJaspertronics.com

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought a projector bulb from them. I could have gotten a generic bulb but paid more than double to get and original which they also adversited getting the premium original carried a year warranty. After just a few months the bulb started failing. I reached out for warranty support and was sent a generic that was a third of the price I paid. the rep initially lied and said it was an original. I had an older generic bulb from a couple of years I compared pics and it was the same as the replacement bulb they sent. The rep had completely lied and got caught. So they then sent me a shipping label to return both the original bulb with the cheap replacement for a new bulb of what I actually bought. What I received was another generic bulb placed inside of a box of the premium original bulb. He did a switcheroo. I now just want my money back and they can send a lable to get their fake bulb back.

  Business response

  03/18/2024

  Hello **************,
  
  First, we apologize for our oversight and lack of communicating specific details.
  
  The ****H202 as branded by **** has been discontinued for some time. The Philips lamp that **** purchased to use in the lamp build has also been discontinued. At the time you placed your order we had the last few of these units in our available stock and they have since sold. As they have been discontinued by ****, the warranty is no longer valid, and this is why we advertised it as warrantied by our company.
  
  When you reached out for warranty help the *** was created to rebuild your existing housing with a new lamp. However as the lamp that was originally used in the ****H202 is no longer readily available in the market as it has been discontinued. This has been the case for some time. The lamp we sent in replacement is the 'next best' option that Philips makes. It has been used by many assemblers and retailers for a couple of years now, since the original product was discontinued. 
  
  While it is common knowledge to us internally and in the distribution channels, we failed in assuming we did not have to relay this detail to you to allow you to make a proper decision. We should have first offered a refund or replacement with the details of the replacement as they would differ from the original product purchased.
  
  At this time we are offering you what we should have offered when the initial dim *** arrived: You can return for a full refund or we can replace with the current recommended Philips replacement lamp and housing. They are listed at $114.99 each and we can offer a 20% discount as well. This would result in a working Philips lamp and housing as well as a refund for the difference.
  
  Please let us know how you would like to proceed and we will get it done. Our apologies for the issue raised!

  Customer response

  03/20/2024

  I have shipped the bulb back awaiting the refund. The message the company sent is not an accurate portrayal of events. I was told repeatedly that this was the same exact bulb. Once I showed comparison pictures, then the rep said that ****  switched out the bulb and it was ****s fault.  I then asked for either the difference in price of the ****** bulb they sent me or to ship back my original bulb for a refund. Thats when the rep said that he wasnt going to do anything and it was past the return period. Once I notified them I was going to initiate a dispute with my credit card company, then he offered to send me a replacement of the exact **** branded bulb I bulb. So I shipped back the original bulb only to receive a used non original bulb in a **** branded box. So he did a switheroo and its only now that they are offering the refund choices I originally asked for that they declined.

   

  never did he say anything if what hes now saying.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 5 projector lamps from Jaspertronics on November 16th, 2023. These lamps came with a 240 day advertised warranty. This purchase was after a previous issue with lamps they sold us regarding brightness when compared to a Factory Epson Brand lamp. They tried to blame the projector for the brightness issue and stated they had the same issue with a similar business. After many *************** comparing their lamp with a factory Epson Brand lamp they requested we return a lamp for comparison. They tested it and found that the issue was the lamps, not our projector. The 5 lamps from November 16 were replacements we purchased on thier recommendation when I wanted Epson Brand Lamps and was willing to pay more for them. After purchasing the 5 lamps on November 16th, they refunded our previuos purchase when the lamps were sent back to them. That is the back story. Since then we had 2 warranty claims on the lamps purchased in November with no trouble. These 5 lamps are installed on 5 different projectors. Shortly after the 2nd warranty claim, one of the replacement lamps went bad within 7 days of installation. They refused to honor any further warranty and the only solution they offered was to send the projector unit in for service. Since then, we have had another lamp installed in the projector unit and it is functioninfg properly. This seems like a bait and switch tactic with the warranty and blaming the projector unit.

  Business response

  03/13/2024

  We offered to send a label to pick up the lamp in question and the projector to do a free full service evaluation and video/image document the journey showing what we find . We also offered to install and stress test a lamp after the cleaning and report back. The lamp has to have an RMA put in on it so it can be replaced under warranty. 
  
  
  
  
  

  Customer response

  03/15/2024

  Complaint: 21423769
  
  I am rejecting this response because:
  

  That is not honoring the warranty on the product they sold me. The projector has another lamp in it currently and is functioning properly. The projector is not the problem. The lamp needs to be warrantied. Offering to perform an inspection on a projector that is functioning properly is not a solution to this issue.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On or about 3-19-23, I ordered a projector lamp for my Epson projector. The lamp arrived and was installed within a month. The lamp subsequently exploded and no longer functioned. I e-mailed customer service and they requested pictures of the back of the lamp (bulb). The pictures were provided and I was subsequently informed that the lamp was not one of their lamps which is strange because that was the lamp they sent me. The customer service representative advised they would not be able to do anything for me. This is a very shady business.Just prior to filing this complaint, I reviewed a very similar complaint that had been filed against the business.

  Business response

  07/25/2023

  This is the chain of events that took place:

  1 - Customer Inquiry - What is the process for a refund / warranty replacement / repair?
   
  This bulb exploded inside my projector
   
  It had less than 15 hours on it
   
  Please advise!
  
  
  2 - CS Response - I am terribly sorry but the lamp you are imaging is not our lamp. All of our lamps will be marked and this lamp you sent over is not. You will be ineligible for an online claim, if you wish to continue the claim you will need to ship the correct bulb back to us for inspection and testing.
  
  3 - Customer response - I will be filing a dispute with my credit card company
   
  I dont know what kind of bait & switch operation your company runs, but this is the bulb I received in the package from your company
   
  Please explain to me why I received a lamp you dont sell?
   
  Shame on me for not keeping the ***************************** learned
   
  *******************************
  
  4 - CS Response - Unfortunately what you sent is what I have to submit to get a claim approved. Each lamp we send should have initials and a date penciled ont he bulb tail. Additionally there should be a sticker on the lamps housing that is dated to show the date of assembly. When we submit a claim and these are missing, it typically gets denied. When we see these things missing we typically find our customers have mistakenly imaged the incorrect part. They are easy to confuse as they are nearly identical! My reply was in hopes that you would locate the lamp sent and provide those corrected images.
  
  Without the assembly/warranty sticker and/or penciled initials of the bulb inspector it is difficult to get manufacturer approval.
  
  Can you confirm that this is not the old bulb you replaced? If you have that old bulb, can you image that as well, just in case that one got switched at one point.
  
  We are based on small business and family business mentality. While we do have to answer to the corporate manufacturers and their policies, we are also here to help - without mediation.
  
  I look forward to your reply. Should you be adamant and sure about this being the correct unit, I can submit it to the manufacturer as is and retrieve their response.
  
  
  From there we have not heard from the customer. The customer did not supply any further information nor did the customer confirm that they were adamant this was the proper lamp. It is easy to mix things up when they look the same!
  
  We can submit the item for warranty claim with the customers provided information, however we do like to ensure we submit everything in full detail so there is no denial - this is also why we double check if something is amiss. We are not double checking to avoid responsibility, it is to ensure resolve.
  
  In this case we have now submitted this information to the manufacture. We are assuming this complaint is confirmation.

  
  

  Customer response

  07/26/2023

  Complaint: 20371886
  
  I am rejecting this response because:
  
  I am not the only person who has filed the same complaint about the company denying the lamp they sent was theirs.

  Sincerely,
  
  *******************************

  Business response

  07/27/2023

  We submitted the item for a warranty claim and were awaiting response. The warranty claim was approved and you were sent a refund as of today. 

  Customer response

  07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchase from JASPERTRONICS.COM March 2, 2023 in the amount of $68.99. Order # ******* Jaspertronics OEM 915B455011 ************** for ************* with OSRAM bulb inside--240 Day Warranty Shipped with **** May 3, 2023 received March 7, 2023. **** Tracking #********************** Installed the bulb with no issues and had been working fine until May 11, 2023. Very happy customer still at this time knowing the bulb was still under warranty.May 11, 2023 Bulb blew up inside television. Promptly called customer service at ************ to make a warranty claim. First part of the process was great no problem and was told to send photos of the blown bulb and the housing that would have a sticker on it. Proceeded to take pictures and could not find a sticker. Sent photos and informed them no sticker on the bulb.Prompt response from them by email informing me it was not there bulb then. Telephoned them and told them it was the bulb I received from them. Response I received it is not there bulb and nothing they could do about it. The response was delivered in a combative and demeaning manner. Basically was being told I was a liar and trying to pull a scam. My response was "What is wrong with you?", they said "what", I repeated the question. They responded you can't talk to me that way and hung up on the call. They still sent by email the return authorization number that I have used to return the bulb.Have no recollection of a sticker being on the bulb when I received it from them. There is no mention on their warranties and returns policy about a sticker on the product for warranty purposes. Also no notification to not remove a sticker as it will void warranty and/or return. In my case I don't think a sticker was on the bulb when I received it.Just want the bulb replaced under the warranty.

  Business response

  05/30/2023

  Customer contacted us Customer could not prove the product was ours, however we submitted it to the manufacturer as is and were able to get approval. Replacement was shipped the 16th and arrived on the 20th. 9400111206214052798097 is the tracking number that shows delivered. 
  

  Customer response

  06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  the lamp I received was not a genuine Phillips lamps as they claimed and the lamp burned out in 4 weeks and not within the 240 days of the  warranty they promised .I sent the lamp back to them send me and have not heard from them since I sent it back to them.    I want them to send me a genuine Phillips lamp.

  Business response

  04/09/2023

  Hello, I sent the lamp back few days ago, and I hope you received it. Please send the new lamp to my address: ****** ******* *** ******** ** *** ******* ******** ***** ******** ***** Thank you.  The above line is the customer confirming he wants the replacement. ********************** We shipped the replacement here is the tracking number and the customer has already received. 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an aftermarket lamp for my **** ***** projector. It didn't work correctly. So I contacted Jaspertronics, they the aftermarket lamp isn't as good as the ***** lamp. So I agreed to purchase the ***** lamp and send the aftermarket lamp back. The ***** lamp didn't come on at all. If you compare the housing on the lamps Jaspertronics sent you can see the housing isn't the same as my factory housing. I have explained that to *********************************** but he insists that the lamps Jaspertronics sent are the same. *** ******* can see they're not. I want a full refund for both lamps.

  Customer response

  10/04/2022

  ******************************************* The first photo is the factory housing, it offsets down. The second photo is the Jaspertronics lamp, it is flat doesn't offset down. They sent me the wrong lamps . Please add these to my inquiry. Thanks.

  Business response

  10/05/2022

  Send them back for refund processing. Not entirely sure how a mediator is required, it is a simple process.

   

  Ship to:

   

  ************* *** * *** ****** ********* ** *****

  Upon receipt a refund will process for the parts.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a projector lamp on 01/15/2021 which delivered on 02/08/2021. It came with a 1 year warranty. On 12/06/2021 I made a claim on the warranty and was shipped a new item "OEM LMP-H210 Lamp & Housing for Sony Projectors - 1 Year Jaspertronics Full Support Warranty! × 1" When I received the replacement the box, it had been previously opened and so I do not know if it was a new item and despite a seal on the box saying do not accept if seal is broken, when I contacted the company they said not to worry about it, however 2 months later that bulb blew. I contacted the company and they refused to honour the new warranty that came with the 'new' bulb saying the only the original warranty applied. On a side note, when I google "full support warranty" the only results seem to be from Jaspertronics products I'm not sure if this is a deliberate attempt to be misleading.

  Business response

  03/03/2022

  As with any warranty, it begins from the date of purchase. It does not reset and extend each time it is utilized. This is standard for all warranties in all areas of production and manufacturing.

   

  Think of the most common auto warranty. It does not reset to another 10 years/100k miles because it is utilized at the 5 year mark. It is still from the original date of purchase.

   

  With projector lamps it is the same exact way.

   

  Important to point out - 'full service and support warranty - this is what we did offer and this was declined. Our company has been in projector service, support, and installation or over 25 years. It is extremely rare for a lamp to fail within the warranty period. It is even more rare for a second lamp to fail. In the majority of these instances there is something else causing issue. This is where 'full service and support' comes in. We can troubleshoot the issue down to pinpoint the failure in order to fix the true issue at hand.

  Commonly overlooked items and issues: filters - like a home HVAC filter a projectors filter must be replaced and cleaned at interval. This can be monthly or even every 3 months depending on usage. A clogged filter stops the most important thing to avoid premature bulb failure - air flow. Power outages, electrical storms, hot environments, cold environments, and more can contribute to bulb failure. As well the projectors ballast is a common part to fail. The ballast provides the ignition phase and running phase for the lamp to power. A failing ballast can provide spikes or browns that will quickly promote a lamps failure. Additionally short usage scenarios drastically reduce a lamps life. There are many aspects that can contribute to a lamps failure. A thorough conversation was avoided and that thorough conversation is the full service support that would help to get the projector bac to optimal working condition.
  
  Finally, even out of warranty a deep discount can be offered once the troubleshooting completes to ensure the next lamp does not fail quickly as well. 'Feeding' and malfunctioning system new lamps is not a resolution - our full service is!
  
  With over 25 years in projection service and support we are confident we can help to a proper resolve. While this process was avoided by the customer, it is still available, and always will be.

  Customer response

  03/07/2022

  Complaint: ********
  
  I am rejecting this response for three reasons;

  1. At no time did I decline any kind of warranty.

  2. Usually I would tend to agree about the length of the warranty but when the replacement item was sent to me it unequivocally stated that it came with a 1 year warranty.

  3. The replacement bulb may have been previously used as the security seal on the box was broken when I received it and that could be why it blew so quickly.

  I am not an expert in these matters, I am just trying to use reasonable thought. 
  
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  4/13/2021 I placed an online order for a projector lamp #****** from Jaspertronics.com for $144.99. The lamp included a 240 day warranty. 5/14/2021 There were several problems with my order which resulted in a very late delivery. First, the lamp was out of stock but I was charged and not informed until I called 4/28/2021. Second, when they finally shipped my order, the incorrect lamp was delivered. ****** arranged a return of the incorrect lamp and this was ultimately resolved. I received an email from ****** ***** confirming that the correct lamp had been shipped via Priority Mail. I received the correct lamp the following week and installed it in my projector. 12/7/2021 The lamp exploded inside my projector during normal operation. I emailed Jaspertronics.com customer service to initiate a claim as the lamp was still under warranty. ****** ***** replied and requested photos/details which I provided. 12/13/2021 I emailed ****** ***** again to ask for an update. She replied that their manufacturer was "having a hard time getting this approved as their markings are not clear on this item." She asked me to send more photos showing all sides of the lamp and specifically to photograph a red/white sticker that should be on the bottom of the lamp housing. I took more photos and informed ****** that there was no sticker on the lamp housing. She replied that she would pass along the info and get back to me. 12/22/2021 I emailed ****** ***** again to ask for an update. She replied that she had sent all the images to their manufacturer and that they were "trying to verify that it is theirs so we can replace." 12/24/2021 ****** ***** emailed me a return label and asked me to return the lamp so that they could inspect it. I packaged the lamp and returned it. 1/14/2021 I received an email from ****** ********* informing me that my warranty claim was denied because the lamp "does not have our warranty sticker". I called and spoke to ****** - no resolution.

  Customer response

  01/18/2022

  Good morning,

  
  

  I am writing to inform you that the complaint referenced above has been resolved by Jaspertronics satisfactorily.  Their customer service team has agreed to send a replacement lamp per their warranty terms.  Please dismiss my complaint and feel free to contact me if you require any additional information.

  
  

  Kind Regards,

  
  

  ***** ***

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a product (Optoma Projector Bulb) from an online merchant on 18 Dec 2021 with expected 5-7 business day shipping. Jaspertronics provided a confirmation email of the order. On Monday Dec 20th they sent another email providing me with USPS tracking number **********************. Credit card was charged expected price of $54.99 on Dec 18th. Tracking information shows USPS has never received the package. Contacted merchant on Jan 11th and received the following email response: "I am terribly sorry; we are not sure how this was missed. We are getting this shipped out ASAP and you should see tracking updates in the next 24 hours. Thank you again and have a great day! Email: **********************************  Phone: (************ OTW: ********************** Emailed merchant on Jan 13th asking if they could expedite shipping. Received no response. A new tracking number has not been provided. The previously provided tracking number shows no package has been received by USPS yet under that label. Merchant does not answer my phone calls to the above number. This feels like a scam. I have filed a dispute with my credit card company. I would like my money back and would like to ensure others are aware of this company's nonperformance.

  Business response

  01/18/2022

  Hello

   

  This item had an initial shipping error. Unfortunately it was not identified before ****** contacted us for reshipment. Upon correcting the error the process failed again.

   

  I reached out to ****** and received his permission to *again* process the order for shipment.

   

  This time it did ship, and has arrived. All on the original tracking number.

   

  We also refunded ****** 50% of the orders total for the problem presented. In over 2500 shipments weekly we rarely have issue or delay. This is the first case that this has ever happened twice in over 15 years!

   

  The refund has been processed and ****** has now received the order. We are here to help at anytime.

   

  Tracking: **********************************************************************************

   

   

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Epson projector lamp from jaspertronics.com (order# *******) on Aug 6, 2021 and having issue with their refund and warranty. According to their website, they claim that the the lamp is genuine and has 1 year warranty. When I received the new lamp, immediately I noticed that it was made of cheaper material, manufactured in 2017 (4 years old) , had red tint all over the place and very low brightness compared to the original lamp. After multiple emails, they sent me a replacement but it was worse than the first lamp. Then they started blaming my projector while they could see the images from the original lamp had no such issues. On 8/17/2021 - 11 days after the purchase date - they offered me return as it within 30 days, but are asking me to not only pay for the shipping (with insurance) for both lamps but also pay the restocking fee. It is totally unacceptable and like forcing customers to either keep the faulty product or loose money in shipping and restocking fee.

  Business response

  08/18/2021

  Hello,

   

  As explained to the customer multiple times, to have two failures only involving the display of the light is rare. The lamps both work, the error is within the projector as the error is within the display system. Lamps either light up or they don't. Customer asked to return the lamps, this has been granted. Both lamps can be shipped back to us at customer's cost and tested. The lamps will be inspected and put through stress testing. IF the lamps test with errors, then we will refund in full. IF the lamps are good and the issue is truly with the customer's unit then we will be applying a restocking fee, the fee is minimal and covers cost of shipping. However, it was told to the customer that a request could be put in for the lowest restocking fee. Customer has stated that he will return the lamps if we agree to video us opening the returns and the testing process. Jaspertronics has agreed to do this with no issues. We are trying to resolve this with the customer, however he is not willing to cooperate. The only solution to truly solving his issue is to get the lamps back here to be put through testing. 

   

  I have also attached photos of the screen of his projector. This shows that the lamp is working. Lamps simply supply white light, the rest is up to the projector. 

  Customer response

  08/18/2021

  Complaint: ********
  
  I am rejecting this response because:
  

  If the problem is with my projector then why it doesn't appear with the original lamp. The replacement lamp has very dim light, but as per the seller it is again the projector issue. However the old original lamp with (4000+ hours on it) has more brightness and better picture than these brand new lamps (pics already shared with the seller). The lamp is being sold as original for $167 but as it can be seen in the attached pictures, there is a big difference in build quality of these lamps and the original Epson lamp. The seller is unable to provide any proof if the lamps are genuine or the manufacturer can be contacted if needed.

  Now the seller told me that they will replace the lamp if it goes out or gets unviewable the within warranty period, but they are not sending me shipping label to send the faulty lamp back to them.

   

  Sincerely,
  

  
  ****** ******

*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. ↩