 | | 1. Is the evaluation fee charged if repair authorization is granted?
2. Is there an East coast or Midwest Projector Doctor location?
3. What is the repair process?
4. Are discounts available?
5. Can I get a service request authorization on line?
6. Why can’t I talk with a repair technician about my symptoms?
7. What do customers like most about using Projector Doctor?
8. Why do other service centers buy service and parts from Projector Doctor?
9. How do I reprogram my remote control?
10. I could not find the item I am looking for in your web store.
11. I placed an order today, when will it ship?
12. I need for my order to ship overnight, how do I ensure this happens?
13. How do I cancel my order?
14. I received the wrong item.
15. How do I return the item I ordered?
16. I received my projector and it was damaged in transport.
17. What types of payment does Projector Doctor accept? 18.You have a Toshiba Projector and are not sure if it is still covered under warranty 19. Why can't I purchase the bulb only? Do I really need the entire lamp assembly? I have seen it less expensive without the housing. 20. What are COBALT Lamps? |
| 1. No, the evaluation is FREE if the repair quote is approved. The evaluation only applies if the repair estimate is declined.
2. Yes, we have an Atlanta location. If you are geographically closer to our Atlanta facility, please feel free to send your unit for repair there. Please make sure you received a Case number before you ship your unit to us. Our headquarters are in San Diego, CA. Our locations offer Phone coverage until 8:00 Eastern (5:00 Pacific).
3. You can issue a case to send your projector in for repair in two ways. First confirm your brand is a part of the Authorized Manufacturers/ Brands We Repair list (accessible through the Projector Repair tab drilldown). Then request a repair case directly by following the steps through the Projector Repair page OR download the Service Request Form (through the Support tab). Fill it out and either e-mail or fax it in according to the instructions on the form.
Once you have a case, please follow the shipping instructions on the case confirmation e-mail (or see Shipping Instructions in the Projector Repair tab drilldown). The unit will be received and evaluated, an estimate is sent out within 3 days. Once estimate is approved repairs are performed. This will take 7 - 10 days if parts are in stock. If parts are ordered an estimated lead time will be provided.
Our Customer Care Team is unable to provide definite pricing on a repair until our technicians have the opportunity to diagnose the problem.
Every estimate is reviewed and set to the best price possible before being submitted
The estimate of repair will include labor (which is a flat rate which includes cleaning, aligning and testing the unit), parts (if component level repair is possible this lower cost solution will be offered on the estimate), shipping (available rates for ground, three day, two day and overnight service)
The estimate must be approved within 10 business days unless other arrangements have been made upfront (See Terms & Conditions of Service through the Support Tab drilldown).
If the estimate is declined the $65 evaluation fee applies plus shipping charges back to the customer. If estimate is approved, the $65 evaluation is free, then only labor, parts and shipping will apply. Minimum labor charge is $195 (this is a flat rate not an hourly rate and applies to projectors under 10 lbs) and minimum ground shipping charge is $30. Labor and Shipping charges will vary depending on size of projector and on shipping via
4. Yes for qualified Pro AV Dealers, Integrators, ASC’s and high volume end-users.
5. Yes, projectordoctor.com provides instant case #’s 24 hours every day. This allows users to get the repair process started immediately. Click on the Projector Repairs Tab in our home page and follow the steps for the corresponding service you need (Out of Warranty, Warranty or Preventive Maintenance) – register if you are a new customer or sign on if you already have an account with us. Follow the steps and fill out the case form, provide us the information on your projector, provide credit card, information (out of warranty and preventive maintenance services) all is being captured in a secure environment. Your card WILL NOT be charged until services are rendered. We need some form of payment upfront but no charges will be incurred until the unit is diagnosed and an estimate has been approved or declined.
You will receive the Case# and shipping instructions via e-mail. Please follow the shipping instructions carefully.
6. Unlike a computer, the optic and electronic complexities of a digital projector cannot be adequately evaluated over the phone or web. Timely and thorough repairs need direct examination and testing of units by qualified technicians.
7. One simple process for multiple brands warranty and out-of-warranty service. In addition our quick turnaround times and high quality leave us in a class alone.
8. Large inventory of parts on hand, board level component repairs, rapid turnaround times, huge sense of urgency and therefore best customer experience in the projector repair industry.
9. Please e-mail your model number to service@projectordoctor.com
10. Please contact our customer support team at 800.789.9820, option 1.
11. Typically orders will ship out the same day if item is in stock and order placed before 4:30 pm EST. You can check stock through the accessories list, if out of stock, then it will provide you with a lead time depending on the vendor. Items once in stock will ship immediately through the shipping method you selected. A tracking number will be e-mailed to you once the item ships.Projector Doctor does not ship on weekends or major holidays
12. We recommend you contact our customer support team to ensure item is in stock and that your area is covered by overnight service.
13. You must contact Customer Support to cancel an order. Orders for items in stock can be cancelled prior to shipment. Orders for products purchased to fill your order can only be cancelled if Projector Doctor can cancel the associated purchase order without incurring any charges from our supplier. Please refer to the Return Policies under Support drilldown tab as charges may apply.
14. Please contact our customer support team right away so we can rectify this situation. A return authorization will be issued for the wrong item and you can either charge the replacement so it cross ships, or we can ship out the replacement once the original item comes into us at Projector Doctor.
15. All sales are final. If we decide to make an exception a 10% to 40% restocking fee may apply. For your specific situation, please refer to the Return Policies in our homepage under Support.
16. We highly recommend that you insure your unit any time it ships and that you utilize sufficient and appropriate packaging to protect it. Projector Doctor is not responsible for damage that occurs during transportation. If the unit arrives to you damaged, save the packaging materials, take digital pictures, contact the carrier and place a claim. Please refer to the Shipping Instructions on the home page under Projector Repair.
17. Projector Doctor requires a form of payment upfront. We accept VISA, MasterCard, and American Express for all transactions. We also accept PayPal on part and lamp sales. We accept Purchase Orders from Resellers who already have terms with us and from government agencies and educational facilities. Credit cards are not charged until services are rendered.
18. Purchasing the entire lamp assembly makes for a quick and easy replacement. The lamp is also precisely calibrated and mounted in the housing to ensure optimal alignment with your projector’s optics.
19. For Toshiba’s Warranty Entitlement Page please copy and paste this link on to a new browser www.csd.toshiba.com/cgi-bin/tais/support/jsp/globalEntitlement.jsp
If you need a User Manual or the latest Support Bulletins, then copy and paste the following link www.csd.toshiba.com/cgi-bin/tais/support/jsp/home.jsp
20. Because customers have commented on the costliness of Original Equipment Manufactured lamps, Projector Doctor, Inc. has established a new brand of replacement lamps referred to as Cobalt Lamps. By using components manufactured by major industry suppliers, Projector Doctor, Inc. is able to present low cost lamps without sacrificing the quality, performance, brightness, lamp-life, or the look and feel of the bulb. No company in the world repairs the variety of projector brands and models as does Projector Doctor, Inc. . Therefore we are among the best to rely on for an endorsement on replacement projector lamps. We have tested and endorse these lamps to the point we are now including a longer term warranty period of 120 days or 500 hours, whichever comes first (industry standard is 90 days or 500 hours). Please be advised that many Manufacturers recommend only their OEM lamps as a way to manage the aftermarket sales, and may void a warranty strictly on the non-use of their OEM lamp regardless if the substitute lamp had any impact on the performance of their unit | | | |
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