Guest Psyd0n Posted March 9, 2007 Posted March 9, 2007 Ok, so I finally pulled the trigger on a Sanyo Z5, which I bought from Australian Interactive Media's (AIM) eBay listing. The listing specifically stated that it includes Sanyo Australian warranty. Paid and received the PJ in 2 working days, warranty doc included, made in Japan, sweet! Fired it up and after working through r, g, b, grey, white and black images I spotted a 3 pixel cluster of reddish stuck pixels near the centre top of the projected image and a 4 pixel cluster of light blue stuck pixels not too far from it. Plus I noticed when I was projecting text up that there were evenly spaced vertical regions of fuzziness across the entire projected image (I'm assuming this the vertical banding phenomenon I've heard about?). A few questions, if someone could help me out please: 1. Where is Sanyo's LCD PJ pixel policy? It's not on their AUS, international and LCD PJ sites, the warranty doc or the manual on the CD that were included with the PJ as far as I can tell. Or can someone tell me off the top of their head that the above stated dead pixels warrant warranty/repair/DOA action? 2. Who is supposed to be looking after the warranty/repair action in this instance? I followed the instructions on the warranty leaflet and called the Sanyo NSW 1300 number and they referred me onto my local Service Centre rep. The rep told me that I should return it to my place of purchase. I rang AIM up and they told me I should be going through Sanyo. Who's right? Preferably I'd prefer to go through my local Service Centre in Arndell Park, rather than pay the P&H from Syd back to AIM in MEL. 3. Could the vertical region fuzziness be due to my connections and player? I'm using a HTPC putting out 1280x720 at 60Hz with the D-SUB at the moment (but will be upgrading to a DVI-HDMI cable soon). I checked it with my two LCD monitors on the same connector and didn't get the same effect. I tried the video card's s-video out to the PJ but the projected image was way too blurry full stop to try discern any banding. Any advice/words of wisdom would be greatly appreciated. Cheers!
aaron Posted March 9, 2007 Posted March 9, 2007 The Fair Trading Act states that it's the retailers responsibility to refund/repair/replace, but it depends on what you want to happen. If you want a replacement or a refund you should take it back to the retailer, whereas if you want a fix for this unit then you should take it to a service centre. This is the action the retailer would take on your behalf, and chances are it will take far less time if you organize it personally. In regard to "evenly spaced vertical regions of fuzziness", check the projector menu and make sure it's reporting 1280x720. Sometimes they can be a bit finicky about refresh rates, and will detect it as a non native resolution, resulting in interpolation. Also, what length VGA cable are you using, and how thick is it? A cheap/poorly shielded cable will pick up interference and degrade the signal, and a longer one will exacerbate the issue.
ocujos Posted March 10, 2007 Posted March 10, 2007 It appears that you've just bought this projector. I wouldn't settle for anything less than a brand new projector Demand from AIM a brand new, shrink wrapped projector. If they tell you to send it a repair centre, insist for a brand new replacement projector.
jb_king Posted March 11, 2007 Posted March 11, 2007 I spoke to AIM about this on your behalf they told me the same as they told you, eBay is not the same as a store purchase. They knew your conversation, you spoke to Davin. Everyone wants the lowest price and the best service however it’s normally one or the other. If you had purchased via AIM direct and not eBay clearance you would have gotten their normal service. The only difference in your case is you need to take the projector to your local service centre. For a retailer to take back goods you need to have a return authorization number from the manufacturer. Get one and AIM will swap the unit. (As for "shrink wrapped projector" there is no such thing.) The reason is the manufacturer can say “We didn’t give approval to take that back”, this is especially true in the case of dead pixels where they sometimes say we’re not fixing that as has happend with Infocus. It’s often quicker and cheaper to go to your local service center to have problems like this sorted out, they are rare on projectors from what I’ve read so you were just unlucky. EBay purchases are NOT COVERED by State fair trading acts i.e. “Office of Fair Trading is unable to assist in most disputes arising from a purchase at auction” “Does your complaint relate to buying or selling on eBay..” Disputes over items not received or received but significantly not as described can usually be resolved by direct communication between buyers and sellers. YOU WERE LUCKY the Z5 from aim was not “Grey Market” and has a Genuine Australian warranty, at the end of the day it will be fixed. Many projectors on eBay are sourced from Japan and USA (one company in particular) I looked into this to save money, you should have seen the email from Japan!!) basically it’s just one year warranty and up to $300 to send it back for repair. Had your Z5 been one of these imports you may be regretting ever hearing of eBay (not to mention scams whereby you get nothing). AIM told you were you stood and you insisted on purchasing via eBay. You knew full well the risk. That’s what happens on eBay sometimes it’s better to pay a little more.
jb_king Posted March 11, 2007 Posted March 11, 2007 PS Dead Pixel policy Looks like Sanyo may be 0 dead pixels? Got this from the Japan mob, if you read between the lines "Don't tell anyone you got this from Japan else you'll have no warranty.." In other words when you buy "Grey Market" (Not AIM Aussie Warranty) they (Exporters/Ebay importers) are doing it under the radar, Japan does not know the units were exported!!! Zero DEAD(or stuck) pixel policy We have Zero DEAD(or stuck) Pixel Policy about most of projectors. We will replace (within 1-2 week) your projector with a dead or stuck pixel with new units. In that case, item's round shipping cost will be your burden. No other cost will be needed. About warranty Warranty is valid only in Japan for 1 year. It is not valid in your country. International warranty or more than 1 year warranty will NOT be applied. When machines need warrant repair, you should send machines to makers in Japan, via us. Shipping cost of Item's round trip will be your burden(roughly $150-300 in case of projectors) For first year after your purchase, our fee for item's repair in Japan is zero. After 1 year warranty passes, we can serve as agent for repair in Japan. ( In latter case, our fee is $50 plus with actual repair costs.) We strongly recommend not to tell its serial No. to others. Its warranty in Japan will become void if you disclose its serial No. on open internet site or Makers directly.
jb_king Posted March 11, 2007 Posted March 11, 2007 AIM have done the right thing. It's fully covered. Go back to your eBay shop where you agree to all conditions before you buy. You can't have it both ways. It's eBay OR Service choose before you count your "Savings".. He was lucky it was AIM and not some Grey Market merchant, he will have the projector sorted.
Guest bobot Posted March 12, 2007 Posted March 12, 2007 Please do not be so rude. I just felt that it would not hurt to just help the guy. If not thats life.
jb_king Posted March 12, 2007 Posted March 12, 2007 Yes that's life He was told up front about buying from eBay he knew the risk and the only "Problem" is that he may have to take the projector to his local service center so what more could AIM do. He has a warranty. It's a bit like TV One night "How to screw the retailer for the lowest price" next night "Why can't I get any service" Geez Don't buy from eBay if you want silver service. If he had purchased via the store they would have picked the projector that's the difference in any case it will be sorted. I know the guys at AIM they are as up-front as you'll find. You don't get to be in business 20 years by messing people around just see their feedback pages. Buy on eBay then complain about it, just think of the people who got no warranty! Where I work we get tire kickers all day and at the last minute they pull out some price "I found on the net" can you match that?? -- After spending an hour with them.. I say sure but I'll match their service too = none. I'd rather deal with people that don't mind paying a fair price and getting service.
Guest Psyd0n Posted March 12, 2007 Posted March 12, 2007 Please don't read into what I write as being negative or angry as this is not the case (trying to inject tone or inflection in BBS posts is difficult or easily misinterpretted). I completely understand all of the above, particularly about 'grey imports' and that there will be a sacrifice in service when buying through eBay. I had to work with a tight budget and AIM's eBay listing seemed like a good option because it was cheap, stated it came with genuine 2yr Sanyo Australian warranty and I had previously spoken with Davin and he (and AIM in general) seemed like a straight up mob. AIM have been very helpful and they gave me a great price, plus I certainly can't hold them accountable for Sanyo's quality control. I took a risk and I lucked out, I accept that. All I want to clarify is who I am meant to be chasing up about warranty, since both parties I spoke to initally were pointing to the other. Ideally I would actually prefer to take it to my local service rep, since it saves on p&h. The service centre rep I spoke to told me to try ringing again this Tuesday and speaking with his boss, so hopefully they will allow me to bring it in directly. If that does happen, any idea what then? Will they give me a replacement unit, or will they issue me a return authorisation number and I have to send the unit back to AIM regardless? Or will the service rep take the unit off my hands, I relay the return auth number to AIM and they send me a new unit? If I had the extra $ I would always go BMR, but as they say, $ doesn't grow on trees. Cheers once again for all your advice/comments.
=MOFO= Posted March 12, 2007 Posted March 12, 2007 It appears that you've just bought this projector.I wouldn't settle for anything less than a brand new projector Demand from AIM a brand new, shrink wrapped projector. If they tell you to send it a repair centre, insist for a brand new replacement projector. TOTALLY agree 100% with ocujos post! NOTHING less than a brand new replacement from the retailer!! cheers
jb_king Posted March 19, 2007 Posted March 19, 2007 "..I completely understand all of the above, particularly about 'grey imports' and that there will be a sacrifice in service when buying through eBay. I had to work with a tight budget and AIM's eBay listing seemed like a good option because it was cheap, stated it came with genuine 2yr Sanyo Australian warranty and I had previously spoken with Davin and he (and AIM in general) seemed like a straight up mob. AIM have been very helpful and they gave me a great price, plus I certainly can't hold them accountable for Sanyo's quality control.."" Well said. I'm sure it will all turn out for the best and I bet you're glad you didn't buy a DLP without first testing it (From HCC forum) http://www.homecinemacentral.com.au/forums.html Test you can use to see if you can see the "Rainbows" -- take it to the demo.. http://www.ausmedia.com.au/rainbow_test.htm
Guest Psyd0n Posted April 3, 2007 Posted April 3, 2007 Just to bring this to a conclusion... I ended up sending the first unit I received back to AIM shortly after my last post, where I believe it was then sent to the Service Centre back here in Sydney (talk about a wasted round trip). AIM reported that the service reps could only find one dead pixel in the green panel and thus, didn't qualify for warranty action (I still haven't been able to find Sanyo's dead pixel policy btw). Now this could have turned ugly, since I naturally disagree with their assessment and have already spent extra time and $ trying to sort this out, but luckily AIM offered to supply me with a new unit regardless, and without any intervention from my end at all. How's that for customer service!!! Within 2 working days of hearing from AIM, a brand new unit was back in my grubby mits this afternoon. Just tested the unit then and I am far happier! There are still a few stuck pixels I think, but they're far to the side and bottom of the projected image so I don't notice them at all during normal viewing (as compared to the other unit which had clusters of stuck pixels nearer to the centre of the screen). Hopefully my fixed screen and parts for my new HTPC will arrive before Thursday so I can spend the entire long weekend tinkering and getting my HT squared away. I am in debt to AIM; they have really gone out of their way to make sure I'm a happy camper, despite the PJ being originally an eBay listed item. Couldn't be happier with their service and pricing and I will definitely be looking to them for my next PJ buy (when I step up to HD). I thoroughly recommend AIM to all potential buyers. cheers! - from a happy camper with a new Z5 from AIM
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