Complaint Review: DLP Lamp Source - Internet

I've been doing business with DLP for many (10+) years. 

DLP has a warranty/ I have no doubt DLP would have exchanged a new lamp that was DOA  if the buyer returned the bad unit. DLP can't be expected to ship out lamps for trouble-shooting.

I'd like to reassure potential new customers that DLP has great customer service and even a bit of technical insight on DLP TVs -It's not dead yet :)

Most important to me is that DLP verifies that the OSRAM lamps they are providing aren't counterfeit.

 Counterfeit Osram lamps were a huge problem- I got burned a few times with 2000 hour fake Osram lamps from otehr sellers but doing business with DLP I’m certain to get more hours on a lamp.  So far the record holder is an Osram from DLP Lamp Source with 9644 hours! (no doubt a statistical outlier).

I prefer to buy the assemblies (cartridge), because over the years the cartridge designs have improved and give better air flow.

Here’s some history:

----------------

WD57731

TV Purchased Dec 2006:

Menu +2+4+7+0

Lamp Hours 12-25-2013 34718

Trying Electrified Lamps (fake Osram) on Christmas:

Replaced 03/30/2014 hrs on lamp: 1411 (36129)

Jun 11th 2014

   Replaced Electrified with DLP Lamp Source 06/11/2014 previous hrs on Electrified Lamp: 1129 (37258)

   DLP OSRAM Lamp now in place- very pretty :)(37258)

   Nov 27th 2015   Lamp Dimming but hanging in there lamp: 7623 hours!! (44881)

   Dec 16th 2015 Still working: (45194) - 37258 = 7936

   Will this lamp ever fail? I hope not, but just in case I ordered

   backup Osram cartridge from Tina today.

Mar 28th 2016 46902 - 37258=9644 Had the backup :)

Apr 11th 2017 53409 - 46902=6507 Replaced Osram with Titan-

Apr 13th 2018 58679 - 53409= 5270 failing titan- new osram 99.00 6 days to payday.

 *** Other TV news

Jan 19th 2018

Installed new optical bench and fans, cleaned rear mirror- picture looks great but then I bumped the dust off the a few places on the Fresnel lens while cleaning mirror- ha ha ha – the layer of dust which otherwise would have been unnoticeable is glaring.

Need a helper for separating and cleaning very fragile fresnel/lenticular lens but I can live with it til then :)

i have been buying lamps for years from dlplampsource for several tvs i have owned, have never had a problem with them and have had friends and family buy from them because you get a factory lamp at half the cost, given i end up helping them install into the case but thats irrelevant. just myself ive  ordered at least 5 bulbs in over 8 years, my tv is on 20 hrs a day so they last 16-18 months on average, in a pinch have gotten factory lamp from abt ( 20 min drive) because cant wait to have tv same thing about 16 months but abt got me for almost 300, now i just keep a backup, for the price well worth having.
this guy seems like he didnt know how to handle a lamp or install. but who knows between the people i know theres been over 20+ transactions with dlplampsource and i hope this guy doesnt keep people from saving money.
 i know one thing for sure about mr xxxx  he doesnt know how to read the bulb to tell its a factory bulb because thats all ive ever received from them.  give them a try if your not confident installing bulb into case, buy with the case to eliminate handling of bulb, oil from fingers do kill all lamps (look up halogen, etc) plus its only 20 extra for case.
 i bought one cased just to have backup for easy replacement for wife. reason i found this complaint was looking to buy backup and just was lazy and typed into bing saw the complaint and clicked and felt offended enough to leave response.  now off to order my backup lamp because im on month 15, of course im getting from dlplampsource   119 beats 275  anyday.

hope this helps people
just a consumer

"Normally we will send a complimentary second lamp to the customer to rule out a faulty lamp."

This is not my experience.  I contacted DLP Lamp Source with a report of a faulty lamp that kept shutting my TV down.  The technician offered a few suggestions that basically came down to kicking the problem over to Samsung.  He ultimately suggested it was a situation with the firmware not acknowledging that a new lamp had been installed.

Unfortunately, my TV kept shutting down.  Just this evening, the television shut down yet again and I could smell plastic burning.  I promptly unplugged the TV, extracted the lamp, and found that the wiring from the bulb had shorted out, melting the plastic housing.  This was wiring provided with the replacement bulb I purchased from DLP Lamp Source.  I'm not sure about the extent of the damage to the rest of the TV, but suffice to say I'm extremely unhappy to discover that the problem was indeed with the bulb.  If the technician had offered the send me "a complimentary second lamp to rule out a faulty lamp", none of this would have happened and I wouldn't be without a TV for an event I'm hosting tomorrow.

Hello:
 
My name is Dan Buchbinder, President of the DLP Lamp Source.  The customer was initially offered a replacement lamp - he declined and opted to call a technician.He then requested that we offer him compensation or else he would post negative comments online.
The customer was given a complete refund. At the DLP Lamp Source we only offer 100% factory original parts and the highest level of knowledgable and friendly customer support available.
 
Please do feel free to contact us with any additional questions.
 
Regards

Dan
www.dlplampsource.com
866-764-5822

DLP lamp source did promise to refund the lamp and my additional expenses, but after returning the lamp and waiting for a month without a refund I decided to contact them.  They immediatly issued a credit, but not for what they promised.The credit they issued was $142 short of what they promised.  The owners response to me was: "Please consider this our final communication."
My only recourse now is to go to the BBB and file an official complaint as I have all of their correspondences.
 It is obvious they had no intention to refund anything until they heard from me again, I guess they thought I would forget or didnt check my Credit Card statements.
Please DO NOT order anything from this company.

Hello:

In response to Mr xxxxx's complaint, DLP Lamp Source apologizes for any misguidance during the troubleshooting process.  Normally we will send a complimentary second lamp to the customer to rule out a faulty lamp.  We have offered to compensate the customer in full for his purchase, including an expedited shipping refund and payment of his technician fees in full. 

The lamp we sent is Factory Original (we only sell Original Parts) and carried a complete one year warranty as well. 

Of note, the customer was granted a full refund including compensation for a third party to trouble shoot the issue.   It should be known that the customer opted to try extortion tactics lest he post negative feedback (such as this post) on the internet.

We apologize to Mr Xxxxx for his inconvenience.  Any questions or concerns regarding this matter may be addressed to me via email at [email protected]. 

Please also feel free to browse our FAQs section and Testimonials page at www.dlplampsource.com.  As the market leader in Replacement Projector Lamps we make it a point of offering top notch customer support in conjunction with factory original products.

Regards

Dan

www.dlplampsource.com

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