Paid a premium price for a defective projector...and no solution in sight!

GetHuman-tobyeich's customer service issue with Epson from September 2018

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The issue in GetHuman-tobyeich's own words
I was trying to power on a brand new unit and actually use it for the first time, but I received an error code instead. ... Since I wanted a base-English user interface and English markings on the unit, I purchased a Brightlink ****Ui in Ohio for my new job overseas. After a five-week backorder and delays in setting up my classroom, I finally opened the unit (Serial Number: X*JL******L) and mounted it on the wall above my white board. Tried to power it on--nothing. After several attempts, called Epson service in North America, who confirmed that the error code displayed on the unit meant that it has a bad motherboard. It is a factory defect (telephone support ticket *******-******) and must be replaced. The problem is that I am here in Guangzhou, China until next summer with a defective projector and no one at Epson seems to have a solution that would get a working projector into my classroom in the least amount of time. **Epson N.A. says they'd be happy to exchange the unit next year when I return to the states for vacation. Epson Certified outlets here in China say they can't service a North American unit, but offered to sell me a new one from their stock--which means they could replace it (or even repair it) if they were authorized. But no one at Epson seems to want to approve such a simple request. **Meanwhile, my entire curriculum was written based on the acquisition and use of this rather expensive interactive projector, and I cannot use it for the next eight to ten months. I very much need someone at Epson who has the authority to help solve this rather complex (yet, so simple) issue.
I am working at an elite high school in China--the kind with parents who can afford private school tuition and have disposable income. The director of the program is keen to upgrade technology, and was waiting to see what the BrightLink could do in front of highly motivated students. So far, he has seen Epson at its worst--releasing a factory defective product and not acting quickly (or at all, really) to offer appropriate service and support.
Quite simply, I want Epson to replace or repair the unit today--it's a one phone call fix. There are a dozen Epson Certified Repair Centers in and around Guangzhou. They told me (through an interpreter) that they could have done it already, but they need authorization to do warranty service (replace or repair) on a North American unit.
I paid about three thousand USD out of my own pocket to bring a next generation device into my classroom, and--so far--I have been embarrassed and humiliated in front of my administration, colleagues, and students. Thanks Epson.
Honestly, I feel like I have tried just about everything: I talked with Epson N.A., Epson Hong Kong, two different Epson Certified Service Centers here in China, and emailed Epson China a week ago (with no response.) I really think it's time for Epson to do something...anything...to solve this issue.
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Epson

BrightLink ****Ui
Customer service issue
Reported by GetHuman-tobyeich
Sep 17th, 2018 - 2 years ago
Fixed
Seen by 68 customers so far
Similar issue to 347 others
0 customers following this
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Timeline

GetHuman-tobyeich started working on this issue
Sep 17th, 2018 8:42am
GetHuman-tobyeich indicated the issue is not fixed yet.
Sep 17th, 2018 8:43am
GetHuman-tobyeich indicated the issue is not fixed yet.
Sep 18th, 2018 9:16am
GetHuman-tobyeich indicated the issue is not fixed yet.
Sep 18th, 2018 9:16am
GetHuman-tobyeich indicated the issue is not fixed yet.
Sep 18th, 2018 12:39pm
GetHuman-tobyeich indicated the issue is not fixed yet.
Sep 20th, 2018 3:02am
GetHuman-tobyeich indicated the issue is not fixed yet.
Sep 20th, 2018 9:59pm
GetHuman-tobyeich indicated the issue is not fixed yet.
Sep 20th, 2018 9:59pm
GetHuman-tobyeich indicated the issue is not fixed yet.
Nov 27th, 2018 10:43am
GetHuman-tobyeich indicated the issue is not fixed yet.
Dec 30th, 2018 12:06pm
GetHuman-tobyeich indicated the issue is not fixed yet.
Dec 30th, 2018 12:08pm

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