Just Projectors Reviews 660

Reply from Just Projectors

Jan 5, 2022

Michael, I have investigated your concerns, sorry that you had a faulty projector.

You received the projector on the Thurs 2/12 and we received an email on Friday the 3/12 at 10.56. You claim we took 3 days to respond. We responded the next working day which was the 6/12 at 15:29 due to us not working at the weekend. I consider that 3 day delay is acceptable as it actually as only one working day.

We asked you to contact Epson directly as they fault find new projectors as often it can just be a familiarisation issue with the projector i.e. human error. This is standard procedure within this industry to avoid unnecessary returns and to fix issues asap.

On the 6th I believe you contacted Epson and followed the standard procedure. On the 9th you had not heard anything so you contacted us again. We asked you within 8 mins of your email to send us the original email you sent to Epson so we could escalate it with their service dept. Two minutes later you responded. We sent an email to Epson escalating it to the service dept and our account manager to ensure that this had higher priority. Our Epson account manager then gave us further information how to escalate it which we forwarded to you on Friday 10th,

I do appreciate that this took 22 days of which 16 were working days.

I do feel that we could have offered a swap out in this case once the fault had been diagnosed as a genuine default rather than user error and this would have saved 5 days in the process but we did not hear from you after the 10th and were not aware that there had been a delay. We do need in future to get Epson to keep us more in the loop so we are aware as to how long things have taken this would ensure that any delay was not unacceptable.

Reply from Just Projectors

Jan 20, 2022

Thanks Liam, very glad you were happy with your purchase

Reply from Just Projectors

Jan 20, 2022

Thanks for that comment, good to see both the sales team and customer service did a great job.

Reply from Just Projectors

Jan 20, 2022

Thanks Sandy, I will let Keith know you were happy with his advice. I look forward to working with you again.

Reply from Just Projectors

Jan 20, 2022

Hi Christian, I do accept that this was frustrating for you but I do feel that we did state on our website in bold right next to the add to cart button that this was a a pre order for April 2022.

You ordered from us on the Saturday 4th Dec at 5:35 am. You did this via Paypal. We do not work at weekends but on the 6th Dec we sent this email to you.
Hi Christian

Thank you for your order on Saturday,

I just wanted to make sure you were aware that it says on this product page that it is not available yet - it comes into stock in April 2022.

Of course we can keep your order on back order and ship once units become available.

If you were not aware of this and need a quicker solution - I can get one of my colleagues in sales to recommend you an alternative, that is not a problem.

Please let me know how you would like to proceed.

You then replied that you did not want to wait and you could find one on the high street. I believe you spoke to Keith on the phone as well.

We never took your money, as we do not charge Paypal until we know we can fulfil, Therefore there was never a refund due.

I do believe we made it very clear it was not in stock and the one in stock was to allow pre- orders. However since then I have contacted Magento our web platform and we are investing in an upgrade to our checkout that allows pre-orders in a more formal way. This should make life easier for everyone.

In regard to why you could buy it from the high street and we couldn't get it til April is purely a distribution decision by JVC giving their high street shops preferential supply. This does happen sometimes and we did make sure when we got your order that we could not get supply until April.

I'm glad you got the projector you wanted in the end.

Reply from Just Projectors

Jan 20, 2022

That is great that the phone call was a quick and easy answer. We often find it saves time in the process as projectors are much more complicated than they first appear in regard to getting the right spec.

Reply from Just Projectors

Jan 20, 2022

Thanks Denis for the 5 star review. I am glad delivery was prompt, and the quality of the projector is first class.

Reply from Just Projectors

Jan 20, 2022

Thanks Mark. Appreciate the 5 stars

Reply from Just Projectors

Jan 20, 2022

Thanks Terry, short review but it means everything when someone says that

Reply from Just Projectors

Updated Dec 8, 2021

Hi Philip

I have looked into the poor communication statement , the lack of delivery information and the feeling we didn't care.

On the 11/11 you received an email from Keith that said

​Hi again Philip,

"I have had confirmation from Epson that there will be free stock in December"

This indicated that there was not a definite ETA but it would be in December. You were therefore happy with the timescale as you went on and then paid for the goods.

We entered the item onto our Eta spreadsheet and set a reminder to chase in early December. Our standard procedure.

You contacted us on the 30/11 at 18:40 (out of hours) chasing delivery.

Even though it was out of hours at 19:40 Keith did reply and say that customer services would look into it. They did that night and at 8pm they told Keith it had been delivered that day.

Keith and Customer services thought the other person would reply, that the
had actually been delivered that day at 16:44 (2 hours before you asked) and signed signed by Chris with photographic evidence of delivery.

The next day we should have responded with this information. I have asked my staff not to make assumptions who is responding and take the time the next day to send a quick email to that effect.

I do not feel there has been poor communication, just who was replying. I refute the claim we did not care as two of my staff actually looked into this when at home, which is commendable. There is absolutely no reason to consider that if there was a warranty issue you would not get a response.

Reply from Just Projectors

Dec 8, 2021

Thanks for your review, glad we provided great service

Reply from Just Projectors

Dec 8, 2021

Thanks Mr Long, we do pride ourselves in the advice we give and I am glad that was your experience. I hope you have good use of the projector for your events,

Reply from Just Projectors

Dec 8, 2021

Hi David, thanks for the review. Live chat seems to work well and I am pleased it was helpful. We always encourage our customers to just hit the chat button, it does save time in the long run. Glad shipping was good, we do our best in these different transport times.