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Posts: 6
Registered: ‎03-02-2017
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Projector bulb replacement fiasco

I bought my Benq w1070 through Magnolia almost three years ago for the optional extended warrenty coverage and customer support options.  I paid more for the projector and the protection plan so I wouldn't have to worry about anything, everything was supposed to be covered for three years.  Last year, my projector gave me a warning that the bulb was nearing the end of its life, I called Magnolia and they got me a new bulb.  I got another thousand hours out of the original bulb before it blew up for a total of over 6000 hours.  I put in the bulb in August of 2016 that Magnolia got me , it was an OEM bulb supposedly.  6 months later my projector is giving me trouble, the bulb failed to turn on all the time.  Sometimes it took 4 trys for it to turn on and fully illuminate.  Magnolia tells me that even though they sold me the protection plan, that they can not work on my projector to find out what the cause was.  I'm left wondering if it is the bulb or something more serious.

 

They offered me a buy out option.  I figured great, I will just buy the same projector again.  Wrong!!!  I went into Magnolia and asked them about getting my projector and without even looking it up, they said Benq no longer makes my projector and they can not get it.  They then tried to upsell me to another projector that was a huge monstrosity that wouldn't even suit my needs anyhow for a small price of 3000.  The projector room wasn't even functioning properly when they tried to demonstrate it.  Even better, my w1070 pretty much has all the same options of the projector they tried to sell me.  I got home and looked up Benq, they DO STILL MAKE MY PROJECTOR and sell it normally and continues to win awards for best projector.  Magnolia personal were more interested in an upsell then helping me!!!!  I tried submitting a request if Magnolia could still get my projector through their website contact us page, and 2 days later, I get a reply that says the message was undeliverable, that the server tried and gave up to submit the message.  This is a technology based company, how can they not have a reliable website submission form!

 

This leads me up to the present, last night after still dealing with the projector failing to always turn on on the first try, it fired up and then the bulb blew up.  I got 6 good months and 2 sporadic months out of the bulb they sent me as a replacement and maybe only 1000 hours, I can't check that exact number since the bulb burnt out.  I consider this a faulty bulb.  I call Magnolia and they tell me my protection plan that was supposed to be worry free only covers one bulb replacement!  I'm ok with that, what I'm not ok with is that my one bulb replacement was a very defective bulb that has caused me a lot of annoyance over the last two months and horrible life expectancy.  I feel they should cover another bulb since the bulb they originally replaced was bad.  Magnolia support says they can't help me.  They said I could try the store but they were useless the last time I stopped in there so why would I go back.  Especially if I would have to pay for the bulb out of pocket when my warrenty is still good and they gave me a defective bulb.  I am now appealing to Best Buy since Magnolia is a Best Buy company.  Please provide another bulb under warrenty since the first bulb was faulty and restore some of my faith in Best Buy/Magnolia.

Posts: 817
Topics: 6
Kudos: 51
Solutions: 42
Registered: ‎12-23-2016

Re: Projector bulb replacement fiasco

Hi BenqGuy,
 

Welcome to the Best Buy Community forums. I’m sorry that you’ve joined under such poor circumstances. I know how frustrating it can be to have a product you regularly use go bad on you.
 

The terms and conditions of your Geek Squad Protection plan lay out that only one bulb will be provided over the life of your projector. Based on what you are telling me, however, it sounds like it may be an issue with the projector itself that is causing the bulbs to fail, and another bulb may not last any longer than your most recent bulb. I would suggest getting the projector either serviced or replaced under your Geek Squad Protection.
 

Based on your post, it sounds like the folks at your local store offered you a swap out on your projector under your protection plan, but they were unable to locate a suitable replacement for you. The projector you have isn’t showing up under any of our normal search methods, so I’m not surprised that they couldn’t find it.
 

I was able to do some digging, however, and believe that this is the projector you are looking for. It looks like we may not stock it in our stores regularly, but it should be able to be ordered. If you head back in to your local Best Buy and let them know what has happened, and provide them with the item number 8834829 I believe they should be able to get this projector ordered for you.
 

I hope that helps you out. If you have any questions about my post, or if there’s any further support that I can provide you, please let me know.
 

Thank you,
 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎03-02-2017

Re: Projector bulb replacement fiasco

Kyle,

 

I am not sure if it is the projector or not, that is the fustration.  When I called Magnolia support, they said they could not service it at all and only offered the buy out option.  That buy out option prompted me to find out if I could get my same projector and the phone support could not tell me, but advised me to see my local Magnolia store.  I went there and without even looking at their computers at all, they said they could not get it for me.  Hence my fustration.  Thank you for giving me the answer I needed! 

 

Now that I know Best Buy/Magnolia can still get my projector, I can do the buy out option and not worry if it is the projector or faulty bulb guessing game.  I will head into my local Best Buy tomorrow and ask them, however that store does not have a Magnolia.  I think I would rather deal with Geek Squad anyhow, or do I have to go through Magnolia?

 

Either way Kyle, you made my day, Thank you!!!  I will post back the results of my excursion tomorrow.

New Member
Posts: 6
Registered: ‎03-02-2017

Re: Projector bulb replacement fiasco

I went into my local Best Buy and they confirmed that they can get my projector for me.  I will be doing the buy out option and buying my same model projector again.  This time however, I now know I can deal directly with Best Buy and leave Magnolia out of it.  Thank you Kyle for finding that sku number for me, it made all this a heck of a lot easier.

 

If you also have the ability to send a special thank you to Manager Josh at the Shakopee, MN Best Buy, that would be awesome.  He took the time to explain everything and lay out my options.  You both have restored my faith in Best Buy's support team.  Unfortunately I still have little faith in Magnolia, but Best Buy rocks.

Posts: 817
Topics: 6
Kudos: 51
Solutions: 42
Registered: ‎12-23-2016

Re: Projector bulb replacement fiasco

Hi again BenqGuy,

 

Thanks for the update!

 

I'm super happy that you were able to get such great service from Josh. I've gone ahead and sent an email to his leadership letting them know how well he took care of you. 

It is awesome that they were able to get you taken care of at your local store, and I'm proud I was able to point you in the right direction here. I hope that they are able to get it order and shipped for you quickly, and I hope we're able to keep providing you with great experience like this in the future.
 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎03-02-2017

Re: Projector bulb replacement fiasco

Sadly a slight hiccup, back to the drawing board.  I was informed that the buy out option through Magnolia could then be used at Best Buy.  I just got off the phone with Magnolia and they said that it can't be used at Best Buy.  So that means the Best Buy sku number doesn't tell me if Magnolia can get it since I have to stay with them.  I am going to be really annoyed if Best Buy can get it but Magnolia can't.  Will have to wait and see what Magnolia support comes up with tomorrow.

Posts: 817
Topics: 6
Kudos: 51
Solutions: 42
Registered: ‎12-23-2016

Re: Projector bulb replacement fiasco

Hi again Benqguy,

I'm sorry that they weren't able to get this processed for you at a Best Buy. Please let me know if they aren't able to get this ordered for you. If you know your protection plan number, I'd appreciate it if you could send it to me in a private message by using the link in my signature below.  With that protection plan number I may be able to find an alternate solution for you if they can't help you out at Magnolia.

Sincerely,

 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎03-02-2017

Re: Projector bulb replacement fiasco

Ok, progress has been made.  I got a phone call from Magnolia yesterday saying that repair was now an option when it wasn't before.  I still don't understand that one.  The Richfield store manager was brought into the loop on this and he said it could be serviced or something like that through Geek Squad.  I dropped it off today and was informed that since a repair ticket is open, even if my warrenty that runs out in two months expires, that they will take care of it even if it is a replacement in the end.  At this point I am willing to settle for a different model projector just to be done with it, plus I miss my big screen.  However, now that repair is an option, the buy out option is now off the table, should have done the buy out a month ago, would have a working projector already. Will post back when I hear what Nick and Joe at the Richfield Magnolia can do for me.  They were awesome by the way, will definitly go to that store for all my future needs from Magnolia.

Posts: 817
Topics: 6
Kudos: 51
Solutions: 42
Registered: ‎12-23-2016

Re: Projector bulb replacement fiasco

Hi again BenqGuy,

 

I’ve received your private message, and will be replying to that message with a short update. You can check that message by logging in to your forum account and clicking on the orange envelope in the top right corner of the screen.

Thanks,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 6
Registered: ‎03-02-2017

Re: Projector bulb replacement fiasco

To anyone that reads this in the future, here is the solution that would have made my life a lot easier.  They finally replaced my w1070 with a newer model the HT2050.  If you have a Magnolia protection plan and your product gives you trouble.  Do not call the hotline for help.  They will try to help but that only added unnecessary steps.  My advise is take the product into a Magnolia location and drop it off with them.  Get one representative there that is higher up on the food chain to help you and that can push to get the product fixed or replaced.  I believe had I done this from the get go, my two months of woe would have only been two to three weeks at most.  It would have also saved me all the time, gas running around, and headaches.  I hope this helps someone down the line.