Jaspertronics — Local services in Carthage

Let me start by saying if zero stars were available that’s what I would pick . I’ve been dealing with this company about a warranty bulb for 3-4 months trying to get a replacement as they advertise on there website . They email you all the troubleshooting steps to take and ask for videos and photos of the unit . All this information was provided to them then I receive a email stating it has been approved and will update me with shipping information my response great that was easy .. NO .. Next email I get was we sent you will need to send your product information and videos again as one of our representatives at Jaspertronics gave incorrect information.. Ok.. so I go through the whole process again then I get a so called tech manager on the phone and what do you know the bulb is still bad and he states ok I will get a bulb expedited . 4 days go buy I finally get a bulb well what they sent was junk a AFTERMARKET bulb that the manufacture clearly states do not use in your unit as it could effect your manufacture warranty so therefore I never used and still sits in the box . I call Jaspertronics and ask why was this sent this is not what I origanally bought or asked for I bought a Oem bulb and that’s what should be sent in replacement . Jaspertronics then calls and states the manufacture is not shipping out the bulbs now due to the covid19 epidemic so I took it upon myself and called the company and they stated we have plenty in stock ready to ship I ask if it’s a warranty bulb would you ship those products to dealers for warranty ? She stated absolutely we have them ready to ship within the US . Well I live in the Us and Jaspertronics is in the Us too ?? I call Jaspertronics back and explain to them someone within your company is lieing as the manufacture has no issues getting my exact bulb to me which I ended up buying from the actual dealer not Jaspertronics because I’m done with the lieing and all the excuses . Then they ask me to send my bad bulb back to them and the junk one they sent to me and they would offer a refund .... I know how this would play out I’ve read some reviews and you basically get screwed all around . I have contacted my bank and have a dispute in process due to there false advertisement and not standing behind there product or warranty as they say they honor . I have 3 months of emails if any consumer wants proof of it because I know Jaspertronics will respond to this and state different .. Buyer use every other option and company before you consider using Jaspertronics for any type of...

I placed an order 2 days ago and paid for expedited shipping, and my order still hasn't even processed. I called about it this morning and was told it should have shipped. The woman I spoke with said she was going to call the warehouse and check on my order and would call me back. I waited all day and never received a callback. So, I tried following up myself and called close to the end of the business day, but no one answered the phone! So far this company seems very unprofessional and I'm worried I'm out the $100 I spend on a bulb.

Update: They finally updated me last week and let me know that the Y67 bulb I ordered wasn't in stock, but they ordered it and would ship it when it came in (Monday-Wednesday). They called this week to let me know the bulb came in and it was shipped. I received the bulb this morning, opened the package and instantly noticed the bulb was a Y66 not the Y67 I ordered. I called the company and the man I spoke with said it was the same bulb and that identical parts often have different part numbers. I told him I had read reviews about projection tvs having serious issues when not using the correct bulb. He said it would be fine. I told him if it wasn't I was calling back and then opening a case with the BBB.

20 some minutes later, I had put the Y66 bulb into my tv and powered it on. Sound came on instantly then it slowly started to show picture. I'm assuming it was the bulb warming up and getting brighter. Not soon after the picture was fully on, I started to smell burning plastic. I immediately shut off the tv and took out the bulb. The plug MELTED into the receptacle and tore out a part of the tv. See pictures below.

I immediately called the company to inform them would happened, requested a refund, and will be opening a case with the BBB. If I hadn't noticed the burning smell, it could have caused a fire in my house. This is completely unacceptable and dangerous. Do not buy from...

Jaspertronics gave me the impression of being a good company that can be a great one with just some adjustments to their support. There are two things I think that can be done to make support great.

Truly listen to customers. Don't make us repeat things more than say twice. In dealing with support, I've had to repeat myself four and five times to have confidence that it was simply heard. It led to more interactions than were needed with answering questions already answered and such. We shouldn't have to do that.

I would avoid automatically assuming that I know more about a piece of equipment I don't have access to than my customer who does. In my case as a customer I know my equipment pretty well, I've cared for it for years properly, I have confidence through solid testing that it's performing well, and I know how to fix just about any electrical/electronics issue with it. It's the kind of thing I do in my job too, so it's a living/breathing thing for me. One of the support people I dealt with fits a personality type I work with a lot--they make one or two observations about something and then act like an expert in it and tell you how everything is. A lot of us start out this way in electronics, it demands a similar kind of exactness, but after enough experience you grow past it. I'd recommend not having people in support that haven't grown past this. As a customer we shouldn't have to struggle with the proclamations of a know-it-all, especially when a lot of observation hints that they're wrong.

In the end I got a refund minus shipping and the considerable extra time I had to spend with support to exercise the company's 'hassle free' 30 day return guarantee. And in the end that's good, I am thankful. I just feel the company could stand to do some work with their support to go from being good to...