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:03/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  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

  Date: 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 As they have been discontinued by ****, the warranty is no longer valid, and this is why we advertised it as warrantied by our company.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 Answer

  Date: 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

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/25/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/30/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  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

  Date: 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

  Date:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 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 Answer

  Date: 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

  Date: 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.