Shocking service from Epson UK

tony359

Active Member
The early morning answer from Epson is, honestly, bad.

"All I can do is get it picked up again"

This is it. No apologies. No options. No nothing.

Seriously, how is it possible that so many people here are so happy with Epson's service??
 

Luminated67

Distinguished Member
The early morning answer from Epson is, honestly, bad.

"All I can do is get it picked up again"

This is it. No apologies. No options. No nothing.

Seriously, how is it possible that so many people here are so happy with Epson's service??
We all can only comment on our own experiences, I for one have a perfect experience dealing with Epson's service department and the 9400 came back working perfectly.
 

tony359

Active Member
Yes I don't doubt that. That is why I am totally puzzled on why I am into this 30-days long very clumsy and very unprofessional journey.

I don't think I am being unreasonable or overdemanding. I followed Epson's instructions every time they told me someone would collect the projector. I packed the projector very carefully, I enclosed a note explaining the issues with the machine (sometimes things get lost in translation).

I did not complain until the 5th collection got missed.

Honestly, I do not know what to do.
 

Tight Git

Distinguished Member
Oh dear, you have my sympathy and I promise no more jokes about ink cartridges!

I've never had an Epson (I have a JVC who are excellent) but I understand they're usually pretty good.

Is it possible to speak to someone high up at Epson Service Dept to explain the situation as I'm sure they wouldn't want to get a bad reputation on here.
 

tony359

Active Member
ahah - feel free to joke about this! The alternative is to go to a corner and quietly sob. :D

I am in touch with the customer care specialist at Epson HQ (I was put in touch followed by my complaint). I do not know if I can make a complaint about how the complaint has been handled. The emails I receive are not the best, they feel "rushed", as if I was bothering them. Maybe just my feeling but I admit that it would have been nice to read a "I am really sorry for the continued issue, please rest assured we will do our best to resolve this outstanding situation in the shortest amount of time" etc. But nothing.

Following my previous post, I've received another email from the Customer Support specialist showing what I believe it is a pasted reply from the workshop manager who confirms the mark should not be there and that the engine will need to be replaced again - which is not a surprise.

(Again, a "I have contacted the service manager for advice and they have confirmed..." would have been nice but nothing.)

I will call them later on, asking them to expedite the repair and to actually check the picture before sending it back to me, rather than ticking all the boxes on the repair sheet without actually performing the tasks.

But, again, I should not have to invest so much time and energy into this. It should be Epson.
 

Luminated67

Distinguished Member
Do they not test it before they ship it out?
If I am not mistaken these repairs aren't undertaken at Epson but by a outsourced repair centre which repair for many brands, that was the case with mine. Of course this might not be the same in different parts of the country but if this is the way it is then the problem of QC of the repair falls with the repair centre that did the work.
 

tony359

Active Member
Yes the service centre is called equinox. But I don’t deal with equinox. I deal with Epson. Equinox’s problems are Epson’s problems, not mine.

I spoke with Epson. The representative has been very dismissive and didn’t really show much interest in going the extra mile to resolve this case.

I asked them for the projector to be picked up tomorrow and returned on Tuesday, failing that to be kept in their workshop until I’m back.
They cannot guarantee anything. They kept saying it needs to go back and I need to keep the box and they cannot guarantee collection tomorrow or delivery on Tuesday.
The representative was clearly annoyed by the situation.

To me, this person I spoke with is not suitable to be a ‘customer service’ person.
 

Pulse1

Well-known Member
Do they not test it before they ship it out?
No they don't, and as OP has said they just add an Epson repair sheet with all the boxes ticked as passed. I had an issue with my EH-LS300 UST projector recently where the HDMI 2 ARC socket wasn't displaying any image or sound and showed greyed out as though nothing was connected to it. So my experience was Courior company had been to collect and there was nobody at the address even though i was. This happened twice even though after the first time i reported it to Epson via phone straight away. Then i suggested to Epson they should change their courior company as i wasn't prepared to keep staying in so it gets picked up. That got resolved but the projector came back 2 weeks later with the exact same problem and a repair sheet stating main board had been changed and all check boxes ticked. Was back on the phone to Epson straight away and said that if it didn't get fixed this time then i want a refund as it was purchased from the UK Epson Store. It was collected next day and returned a week later with new board fitted and a repair sheet with everything ticked as passed and all was good again. A company is only as good as the support it gives after an item has been purchased and that's how a company is judged. Unfortunately for Epson i am on the side of the OP tony359 as they in my opinion are not a good company to deal with after an item has been purchased and i find they are very arrogant and also don't want to really hear from you if you have any problems either even with general queries about the product. Everything gets passed up to Level 2 support and they never get back to you. I once asked if i can speak to someone higher up in technical/service department as the agent i spoke to didn't have a clue and got told on the phone i couldn't as that wasn't availible for me.
 

tony359

Active Member
Pulse1

It’s never nice to read those experiences but at least it’s not just me incredibly unlucky - I see a pattern here.

I see you managed to get the courier situation resolved after the first failed collection (they also told me I wasn’t home…) while I was kind enough to give them 4 attempts before complaining.

In my case the engine was indeed replaced. But - as in your case - there was clearly no QC upon reassembling the projector.

When this is resolved, I would like to escalate my complaint higher up. To Japan if necessary. I don’t give up so quickly and I don’t like when someone is being rude to me.

BYW this is how I found the convergence out of the box. Corners were much worse but I didn’t take a picture.
 

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Pulse1

Well-known Member
I would just like to add that every company can behave badly with customers and when they do then they should be called out as then hopefully they improve their service. Obviously we both have had bad experiences with Epson support but at least mine has been resolved. I would say yours is worse than what i had but also agree you do not deserve rudness from the UK side of Epson. I just don't understand the way their aftercare support is done in the UK? Hopefully you get your situation resolved quickly though as it shouldn't even have taken this long.
 

tony359

Active Member
Mistakes can happen. Things can go wrong. I appreciate that.

But when something goes wrong, I am expecting someone to pick up the case and make sure that things are rectified straight away.

To be fair, when Epson HQ contacted me for the first time, they were very much like that. They had a quick solution and assured me a different courier would pick up the box when agreed. When I asked what was the plan B if they would not collect, I was told "Oh don't worry, they will pick it up this time".

Sounded like "We got it, you don't have to worry anymore".

When even that courier did not show up, I started receiving rushed emails and conversation started sounding like I was annoying them.

Even today's call could have been handled much better. A simple "please give me 30 minutes to look into resources and I will call you back with all the available options" would have sounded better than "I cannot guarantee anything, I can only send the request".

Anyways - sorry for ranting. It's just that as you can imagine it's very frustrating - and that massive box in my living room (80x70x60 cm) is always there to remind me of the incident.
 

tony359

Active Member
Oh this is a nightmare.

Epson promised that they would have the projector collected by one of their engineers as DHL has always been unable to collect (why?).

I also got an email saying I would be contacted by 9.30am with an ETA.

9:47am and I got a text message from... DHL saying they would collect today!!!!!!

I call Epson, they cannot be bothered. They claim I am now "putting obstacles" on my end and that they cannot help and that if the parcel is not being collected today it's my fault.

Seriously? I asked them very clearly yesterday if they were sending an engineer, their answer was "of course". And here I am, waiting for "something to happen".

Epson tone was very rude and patronising, I'm sorry to say that. I am gobsmacked on how this could be Epson "headquarters" service level.

I had to stand my ground for them to take action and call the service centre to see what's going on.

They did call me back saying the engineer called sick and that's why they had to ask DHL to collect.

I told them this is the last day I am waiting home for the projector to be collected, then I will take legal action.

They basically laughed at me and say "it's your property, we are just trying to help, bye bye"

Shocking, shocking, shocking.

Not to mention that the parcel was delivered to me sealed with cellotape - as it was a dedicated courier basically - I repacked assuming it was going to be a dedicated courier, just made sure the box was sealed with some gaffa tape. Now I have to improve the packaging as DHL will not handle it the same way a dedicated courier will.

WHY do I have to invest so much time and energy on this matter??????

(apologies for the vent...)
 

alebonau

Distinguished Member
they are a B2B setup business your way as they are here it seems. just not setup to be dealing with mr and mrs someone...

as i mentioned before just go through your retailer whom you bought it from. they are there day in day out during the working week and during working hours when a courier will be there to pick up drop off etc.

and yes everyone ....every business has limits... you have your limitss and they have theirs ...
 

tony359

Active Member
"Unfortunately" I bought the projector second hand (from a gentleman on this forum!) so I am not sure I can go through the dealer.
I called the service centre myself and agreed I am going to drive there to deliver the projector. It's "only" 50 minutes from my place.
 
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tony359

Active Member
Little update.

Last time I spoke with Epson and their service centre I kindly asked if the repair could be expedited considering the circumstances. I delivered the projector myself last Thursday and asked if it could be returned within Tuesday this week.
The service manager said he wasn’t sure as the new engine needed to be ordered from France.

Not surprisingly, it’s now Wednesday, I haven’t heard from anybody - not even a ‘sorry, we’re unable to have the projector completed as per your request, we will keep you posted’.

I appreciate they have procedures - but there should also be procedures for when things go wrong.

Why wasn’t the optical engine ordered as soon as I reported the issue? They did say they could not clean it and that the engine would need to be replaced again - so why the delay?
And why isn’t anybody following up with me?
I even stuck a little job description on the case of the projector with Epson case number, my email and phone number.

It’s a £2500 item! It’s not a £25 ink jet printer (not that a cheaper item would deserve a less professional service of course).

Talking to their customer service at HQ is pointless as they just seem to be annoyed by my messages - and to be honest I feel they’ve been disrespectful the last few times, something I will definitely follow up with someone at Epson when this nightmare is over. The guys at the regular customer service are very nice and professional but all they can do is to send some emails - and if that doesn’t work they can only send those emails again.

Never would have I expected to end up in this horrendous situation.
 

tony359

Active Member
I've finally found some time to collect the projector - in person, I want NOTHING to do with the logistic disaster again.
When I arrived at Equinox - Epson technical partner - I asked to speak with a manager or a technician to know more about the repair, since it was the second time the projector was in for repair.

I told a gentleman dressed as a manager who handed me the box with the projector "I just want to make sure that all is in order"
His reply was "if it wasn't, we wouldn't release it".

He clearly missed the part when I said it was being repaired for the second time for the same issue.

They called the technician who repaired the projector, all he could say was that he couldn't explain why the mark on the picture happened and that the engine was replaced again and "tested to spec" (I'd be curious to see their testing procedure tbh - this time I didn't find a job sheet enclosed like last time.)

Anyways. I'm happy to report that this time all seems to be in order indeed. Uniformity is very good, convergence is - after adjusting - good (you wouldn't expect that the projector came out of the service centre with perfect convergence, right?).

I have gained a few nits of brightness but I've lost a bit of contrast - from 3100:1 to 2850:1 - not enough for a complaint I suppose and probably "within specifications"

I will follow up with Epson regarding their HQ customer service, honestly a very unpleasant experience. I was treated with disrespect and I cannot tolerate that.

I can only say that I will think twice before purchasing an Epson product again.
 

Luminated67

Distinguished Member
I know different parts of the country are handled by different companies but personally the guys in Dublin that handled mine couldn’t have been better. I think when the survey comes from Epson I would highlight everything and actually try and see if they will upgrade you to a 5yr warranty for all your trouble if you don’t already have it.
 

tony359

Active Member
I'd hope the service I experienced is not normal globally indeed - but this is my experience unfortunately.

Survey?? I look forward to that! I do not hold my breath, Epson headquarters were very rude and patronising with me and they could have offered that already if they really cared about the customer.

I really don't think I am being unreasonable on this matter? I was not expecting any special treatment but after DHL fails to collect 5 times, maybe it's time to keep an eye on the process, maybe time to call the customer proactively to make sure that the collection has happened or keeping an eye on the process to make sure it's flowing as expected - and communicate with the customer if any issues. It should be standard in my mind.

Again, issues can happen. What matters is how those issues are handled.

Anyways, thanks for all your inputs. It was so nice to have my Home Theatre back yesterday.
 

alebonau

Distinguished Member
globally ? can give you my experience and it was shock horror .. took 3 months and constant fighting from my retailer, me and even the local service centre with all trying to get sorted with epson ....

the thing with light engines and this i see what was replaced for the 2nd time for yourself.. is that there is nothing really epson in local capacity can about it. if you need a light engine replaced ...they basically get a refurb out of japan and yours goes back there so they can refurb it in their clean room conditions. ready for next person that needs one..

the refurb is clearly of variable quality...with mine i had the local agent call me in to look at how bad it was and call out why i should not accept... thats just the problem with refurbs... in my case they gave up eventually after months and just gave me a new projector... mine went up on their refurb listing for some chump to buy who they expect doesnt know any better ...sad but true... in this case our local repair shop was excellent...as with my retailer as i reckon without them i would have been stuck with the refurb that was pretty shoddy !
 

Luminated67

Distinguished Member
I'd hope the service I experienced is not normal globally indeed - but this is my experience unfortunately.

Survey?? I look forward to that! I do not hold my breath, Epson headquarters were very rude and patronising with me and they could have offered that already if they really cared about the customer.
You were very unfortunate here, admittedly my 9400 had the bulb issue of turning off a month in to ownership which was Feb '18 shortly after their launch and the guy I got couldn't have been more helpful, I had asked for a new projector at the time but he informed that I was 3 days beyond that period but when it would be return he would get them to throw in a spare bulb which I did receive.

I don't know if everyone is under so much more stress than prior to Covid but even in my business which is supermarket I am find people in general less tolerant customers and staff alike.
I really don't think I am being unreasonable on this matter? I was not expecting any special treatment but after DHL fails to collect 5 times, maybe it's time to keep an eye on the process, maybe time to call the customer proactively to make sure that the collection has happened or keeping an eye on the process to make sure it's flowing as expected - and communicate with the customer if any issues. It should be standard in my mind.

Again, issues can happen. What matters is how those issues are handled.

Anyways, thanks for all your inputs. It was so nice to have my Home Theatre back yesterday.
I just hope that everything is finally sorted and you can start to enjoy your projector. 🤞
 

alebonau

Distinguished Member
I don't know if everyone is under so much more stress than prior to Covid but even in my business which is supermarket I am find people in general less tolerant customers and staff alike.
every one is ... and yes everything gets amplified... smallest little thing can be the last straw...
 

tony359

Active Member
indeed this is a tough time for everybody - you're right.

Alebonau - yes, I imagined that. But because they are refurbs and coming from a lab in Japan, I thought they would actually go through some proper QC before thrown into someone's projector.

My understanding is that when the projectors (replace with cameras, TVs, etc) go on a big production line, they receive little to no attention. But when something comes back to a service centre, someone then has some actual time to look into the performance of the machine and make sure all is in order.

A friend of mine is an electronic engineer. He told me that on some big production line sometimes adjustments are done by visually adjusting trimmers to a set position rather than by taking measurements. Why? Because this way you can hire unskilled people and just ask to "turn the pot as in the picture". The adjustment would give you 90% of the performance and that's enough.

But if the item comes back to a service centre, hopefully someone skilled would be able to adjust it using a proper tool to get 100%.

But it's probably as you say. 90% of customers probably don't notice if your gamma is all over the place or if your colorimetry is massively off. So it's cheaper for Epson to just cut on quality control and when that 10% complains, to just keep swapping parts until they stop barking.

And I feel I am being optimistic with that 90% to be honest.

DELL do (or used to do) the same with their monitors. They release revision 0, it comes with some issues. 1% of customers complain, they fix the issue with the following revision and swap that 1% units. It's cheaper for Dell to swap that 1% than doing a proper QC to start with - or to recall all the monitors to have them updated. (I think now they allow field firmware update on their units).
That was stated by a Dell employee on their official forum BTW.
 

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