We purchased a LP 340/350 projector from InFocus a couple of years ago and enjoyed home movies with it for those couple of years.  The lamp recently burnt out.  This was not unexpected.  We also were aware that the lamps were about $350 to replace.  We were prepared for that.  What we weren't prepared for was the hassle that ensued when trying to purchase the replacement lamp.

So, the lamp burns out and I instantly go to their website to order a new one.  I look up the replacement part for our particular projector only to find a message that that part is no longer available to purchase and that I should call the company.  So I called.  I spoke with a seemingly nice young woman who told me that they had discontinued that particular lamp in order to make improvements to allow longer lamp life for that model.  Sounded good to me!

Of course I inquired about how to get the new improved lamp.  Well, I can't just order it because it requires a "software upgrade".  Huh?  I asked her a couple of times if she really meant software and she insisted.  She said the other option would be a $500 upgrade to a new projector.  Sounded good until I found out that it meant they would give us $500 as a trade in on our ~$2k projector to apply toward another ~$2k projector to be purchased through them.

I discounted the trade in option and pursued the upgrade option.  Of course she was not equipped to do anything but dispense the info she had already dispensed so it was back to explore tech support through the website.  I was asked to verify the serial number then notified that my model required a "hardware adaptation".  Made a lot more sense.  Apparently the new lamp required a new power source to be installed.

Okay, I need a new power source installed with the new lamp.  How do I do that?  Well, I can pay to ship the projector to them, let them keep it and make the changes which will take an undetermined amount of time, then have them ship it back at my expense.  Or, I can find an authorized service center in my area and take it to them.  So the hunt was on for a service center.

Turns out the only authorized service center is a half hour away.  I called them and spoke to a very frank, very helpful woman.  She said that in all honesty it would take at least a couple of weeks.  I will have to bring the projector to them, have them verify that the lamp is the problem, fill out the proper paperwork, then and only then can they order the parts, wait for the 5-7 business days to get the parts, and then my projector can get in line for repair.

So that is why I am unhappy with InFocus.  What should have been a matter of ordering and replacing a lamp turned into hours on the phone and website and then hours in the car and weeks without a projector.