Discount Merchant

Review: This company sells products advertised as genuine replacement parts while they are cheap copies. This specific purchase caused my television to blow out.Desired Settlement: To repair television will cost $450. A check for that amount would be satisfactory.

Business

Response:

Hello,

Review: I purchased a replacement Lamp for my projector from Discount-Merchant.com.

On the product page of their website I had some options for lamps for my projector.

For an original ([redacted]) lamp there was a $30.00 upcharge and if I wanted the lamp to be in a housing there would be an additional $19.99.

I didn't want a lower grade lamp then what came with the projector and of course it needed to be in a housing if I were to use it so, I opted for the [redacted] lamp and housing.

upon receiving the lamp, I installed it in the projector and although it worked, the picture appeared to be less bright then it was before. I had to make some picture adjustments to the projector to try to compensate for the new lamp.

I removed the lamp from the projector and compared it to the original.

Although the housing was similar, the lamp itself was very different. Clearly not [redacted].

I called Discount-Merchant 20 times over the next two days and after exhausting every option of the automated attendant, I was still unable to speak to an actual person. After three days someone finally answered the phone.

I was told that I was shipped an [redacted] lamp and my complaint was dismissed.

Another two calls and after explaining the situation numerous times to three people they finally admitted there may have been an error. I asked them to ship me the correct lamp that I paid for and they agreed. I was later told that they didn't actually have any original [redacted] lamps!

I was assured that the lamp I received was of high quality and that I would be happy with it

and was offered a refund of the additional cost for the [redacted] lamp.

I declined and asked for a full refund but was told that would not be possible as I had already installed the lamp.

Instead they would refund the [redacted] lamp upcharge and give me an additional 6 month warranty added to the 3 mo. that came with the lamp.

Within 4 months and only 216 hours of use (according to the projector's lamp meter) the

lamp failed.

-Continued in the Desired Outcome Section-Desired Settlement: -Problem Continued-

It did not just burn out. It actually exploded!

For my projector, the lamp life expectancy is 2000 hours (fairly standard for a home theater projector)

After numerous calls to DM they agreed to replace the lamp and assured me the new lamp would come with a new warranty, the same as the first lamp (3 months plus 6 months).

I asked them to note that on the packing slip or send an email confirmation of the warranty but was told that they do not do that and it would not be necessary because they already had that information on my account.

The second lamp also failed prematurely. This time in 8 months, 517 hours use.

Now DM refuses to replace the lamp telling me the warranty is only good on the first lamp!

Discount-Merchant sold me a premium [redacted] lamp but delivered a low grade copy. Now they refuse to honor their warranty.

--Desired Outcome--

A new [redacted] lamp (I will be happy to pay the upcharge) -or- A full refund -or- a replacement lamp with at least a 9 month warranty.

Business

Response:

Hello,

Review: My customer ID with Discount Merchant is #[redacted]. I purchased a DLP replacement chip for my Mitusbishi [redacted] projection televion on May 13th, 2015. The chip arrived on May 24th, 2015. I had the chip installed into my computer on June 20th, 2015 by a professional television service technician for $85.00. July 11th, 2015 we started noticing "white dots" showing up on the television during the evening. The next morning we seen about 55 more white dots. I contacted Discount Merchant ("DM") and talked with their tech support and explained that the chip they sent me was faulty because we were seeing the white dots which meant that the gate was burned for that pixel. The tech support asked me for my order information and then indicated that the "warranty", which expressly indicated a one-year warranty for the chip (which cost $199.99) was only a 30-day warranty. Upset I asked to speak to the manager because this was not what I would've purchased if it only had a 30 day warranty. I referenced the page where I purchased it from and the 1-year warranty context was gone, even though I have the printout from the purchase. I asked to speak to the manager after the tech support technician indicated that there was nothing that he could do. The manager names is [redacted]. I provided my email and phone number because the tech indicated he couldn't give me the email of the manager. I called by each week since and sometimes several times a week and have not heard from the manager or received any emails or communications. I even sent emails from their website to their technical support email listed on the webpage, still no communication. At this point I may consider my legal options to deal with this matter but consumers should beware of this company as they changed the warranty and continuously gives the "run-around" and has not intent on dealing with this situation.Desired Settlement: I want either a replacement DLP chip with 1-year extended warranty or my monies ($224.94 inclusive of shipping costs) returned immediately. I think the manager should contact me personally and handle this situation and provide reason why the chip is faulty and the issue with my original warranty of 1-year being 30-days. I want the company to be responsive and accountable to me as a consumer who trusted their company & product.

Business

Response:

To Whom It May Concern,

Review: I paid for a product that was never delivered to my place of residence. I've contacted the merchant several times to no avail. They haven't offered to replace the product. I paid for the item but i've not received it. Either replace or refund my money.Desired Settlement: replace or refund

Business

Response:

Hello,

We have shipped our mutual customer a replacement lamp. Here is the USPS tracking number: [redacted]. Please let us know if you have any further questions.

Best Regards,

###-###-####

Note: Please edit my first name to [redacted]

Thank you!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

The replacement has been received. thank you

Regards,