I bought a refurbished Ultimea Poseidon…customer service? What customer service!
I bought a refurbished Ultimea Poseidon E40 directly from Ultimea. The projector arrived with major functional defects: automatic keystone and intelligent image correction do not work properly, and the geometry remains distorted despite repeated calibration and manual adjustment. Ultimea initially characterized it as a small corner issue and encouraged me to keep it. After I provided photos and videos, they offered small partial refunds, an inferior replacement model, and later asked me to pay an additional US$135–150 to receive a new working E40. I had previously bought an Ultimea soundbar and was impressed, which is why I trusted the brand. Unfortunately, the warranty handling has been extremely disappointing. I am still requesting either a proper replacement at no additional cost or a fully protected refund with prepaid tracked return shipping. Buyers should understand that the product may look attractive on paper, but warranty support may involve prolonged negotiation rather than a straightforward replacement. Your response confirms the core problem with this experience. What should have been a straightforward warranty matter became a prolonged negotiation. I received a defective refurbished projector. Instead of promptly offering a replacement or full refund with prepaid return shipping, I was first presented with partial refunds, substitute products, and an additional charge to receive a new unit. That is not straightforward customer service. It places the burden on the customer to keep arguing for a basic warranty resolution and creates the impression that the company is testing what the customer will accept rather than resolving the defect. A full refund and prepaid return label should have been the immediate solution once you confirmed that no equivalent refurbished replacement was available. I appreciate that this is now being arranged, but it should not have required repeated escalation and a public review to reach this point. What a joker company.