Complaints

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• Initial Complaint

  Date:21/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a screen and projector from this company for my niece's wedding on Sunday, August 20. The contract included audio visual services, a screen and projector. We were informed the technician onsite with the company would assist us in getting the equipment set up. The technician did not know anything about how to set up the projector and struggled to get help over the phone, but finally managed to get the projector set up and hooked to my laptop. However, the video shown flashed on and off about ever twenty seconds for the entire length of the 18 minute video. The technician onsite had no idea of what caused the problem. When I returned the unit today to their offices, I was told the problem was my fault and lay with my laptop (2019 MacBook Pro). Also, I was told that I should have changed some settings in the display panel, and although we tried that onsite, it did not solve the problem. They demonstrated that the equipment did work with a Windows laptop and they also claimed it worked with Mac laptops. I know for certain that my machine works fine with other monitors and projectors. Effectively the $395 rental fee was not only a waste of money, the video presentation was embarrassing for me and the whole wedding party. The manage (owner?) was extremely rude and condescending, and offered no re-imbursement for the fee paid for equipment. Also, the contract included audio visual services but no one with any expertise was available to sort out the issue. I would like as a minimum a re-imburse of the rental charge for the projector ($250+HST). But since the whole presentation was a disaster due to the incompabilitly of the equipment, a full refund would be appreciated.

  Business Response

  Date: 22/08/2023

  Thank you for bringing these concerns to our attention. I’ve read the comments from Mr. ******* and there is some missing information and some inaccurate details. Mr. ******* rented a screen and professional grade projector (see specs attached and below) from our company for his niece’s wedding that was taking place on Sunday, August 20th. Mr. ******* was given the option by our company when he made the booking to have those items delivered, setup and picked up by our technician at additional cost. He declined that option and chose to pick up the equipment more than a day in advance to save the additional expense. When Mr. ******* arrived, the DJ (not a technician as Mr. ******* states in his complaint) set up the projector and the screen and attached the HDMI cable from the projector to his laptop. The challenges did not come from turning on the projector which is very easy to do because there is only an on and off switch or raising the screen which is as simple as sliding the clip on the screen case and pulling up on the screen handle. That is all there is to do. When the projector is turned on, it will display a blue screen showing that it is working, which it did. One of the challenges that Mr. ******* experienced was with the audio as his laptop was sent to send the audio signal through the HDMI cable. This is not the correct setting because the audio would be going to the projector which has a tiny speaker. The laptop must be set to send the audio signal through the headphone jack so that it can be connected to the sound system from the DJ. This setting was on Mr. *******’s laptop and it did not have anything to do with the projector or the screen that we rented to him. This is the frustration that Mr. ******* experienced at the start and they were not a result of turning on the projector or pulling up the screen by our DJ. Once our technician over the phone gave our DJ the solution for the audio, the incorrect setting was changed on his laptop and the sound came out of the headphone jack and over the DJ sound system.  At this point, the video was tested and the sound was working and Mr. ******* was satisfied. That is when things were turned off and moved off to the side to be used later. While there were some issues connecting the sound and getting the best image on the screen that he was looking for, those settings were made on the laptop and not to the projector or the screen that were rented from Quality Entertainment. Therefore, Mr. ******* is embellishing the setup process and his expectations. When it was time to play the video, the equipment was moved back into place and played for the guests and the bride and groom. This time, there was a clear image on the screen from the projector and sound but there was an intermittent black screen that would appear on the screen and black out the video at times for a second. This is when Mr. ******* became upset with the equipment. However, this was coming from the output of his laptop and not the laptop. It could have been the result of his external aftermarket adaptor that was attached to his laptop that we plugged the HDMI cable into, the lack of processing power on his 4 year old laptop from 2019, outdated drivers or software, an issue with his video card or the video playback software. There was no way to know or fix the issue on site with the laptop while the video was running in front of the guests. Mr. ******* said he spent over 100 hours on his 5-10 minute video and I would expect he wanted everything to go perfectly. My DJ reported after the wedding the guests got to see the full video and the bride and groom thanked him for it in their speeches. The projector was used and it was not a disaster as he inaccurately states in his comments.
  Mr. ******* came into our office on Monday to return the equipment and you could clearly see from his tone and stance that he was agitated. I would expect that kind of response from a client who believes our equipment did not work. Therefore, I offered to set up and test the equipment right away. I asked him to get his laptop from his car and bring it into our warehouse. We set up the same screen and the projector. Mr. ******* said he thinks the problem is either with the projector or the cable. In front of Mr. *******, we grabbed the HDMI cable that was used at the wedding from the cable box and we connected it to the projector. We then connected that same HDMI cable to another laptop that we had set up on the table as another source to test the cable and projector. We had setup our laptop to show videos from Youtube. Once we connected our laptop to the projector with the same HDMI cable, Youtube was playing the Taylor Swift videos we chose without an issue. I clearly showed Mr. ******* that these items – the projector and the HDMI cable were in fact working and not producing intermittent black outs. We then connected the HDMI cable to Mr. *******’s laptop. It worked fine showing the image on the screen until the moment he started the video. He played the video and the sound and it started doing the intermittent blackouts. I moved the cable back to our laptop and there were no blackouts – just the video playing smoothly from Youtube. This is when Mr. ******* started to get more agitated saying it had to be our equipment because there was nothing wrong with his laptop. I explained to him that I was showing him there were issues because our laptop and projector were working without any issues. My technician explained to him that sometimes Macbook computers can have problems. Mr. ******* said nobody told him however, we didn’t know he was going to possess a laptop that would have a problem. My technician said it could be his refresh rate on the laptop. Mr. ******* then rudely pointed to my technician from across the warehouse saying if you know this how come you were not at the wedding last night. We said you chose not to have our technician deliver and setup the equipment. It was also a setting on “his” laptop and it was only a suggestion. The setting was changed and the video was tried again and the video continued to have problems with black outs. Mr. ******* said he had done 100’s of presentations but there was no way of knowing if he had used that laptop for those presentations and he did not know how to change the settings on his own laptop for his video presentation. Mr. ******* then said he was not paying for the equipment. I said yes he was because I had shown him that our equipment was working fine and that is when he probably didn’t appreciate my tone. Mr. ******* was not happy because he felt he was entitled to a refund because he believes our equipment did not work. He could not prove to us that it wasn’t his laptop but we demonstrated to him that it was not our projector or HDMI cable. This is when Mr. ******* said he would write a review. I asked him what review. He didn’t say anything. I asked him again about his comment about writing a review and he did not answer or explain. Mr. ******* at that moment had come up with the idea to contact the ****** ******** ****** to obtain his refund and to try to tarnish our image and reputation.
  It’s important to note that Mr. ******* had the equipment in his possession at home prior to the day of the wedding to test his laptop and he did not do that.  While we sympathize with Mr. ******* that his experience was embarrassing to him and his wife, the guests enjoyed the video, he was thanked by the guests and the bride and groom, the projector and screen and the HDMI cable were clearly working during the first setup at the wedding and inside the warehouse. While regrettably the video did not appear perfectly on the screen during the presentation, Mr. *******’s claim his laptop works fine cannot be proven or taken at his word and he can prove that our equipment was at fault, but it is assumption that it is. Therefore, we feel Mr. ******* is not entitled to a refund. 

  Here is the information on the professional grade projector that we provided to Mr. *******: - ***** projector: V11H824020 | PowerLite 5530U WUXGA 3LCD Projector
  

  Customer Answer

  Date: 23/08/2023

  
  Complaint: 20502478
  
  I am rejecting this response because:

  The explanations provided are not valid.

  1. We never informed that the projector would only work with a Windows laptop.

  2. We were assured the company representative would help us with the set-up and ensure everything worked. The representative knew nothing about projectors and had to call the office for most basic details. Also, it was falsely asserted that we were trying to run the audio through the HDMI cable. The audio was always connected through the headphone jack, and in fact, there is no option for running the sound through the HDMI cable.

  3. The assertion that there is some sort of issue with the MacBook Pro is false. The video runs smoothly when connected with an HDMI cable to a variety of monitors and projectors. There is obviously some sort of incompatibility between the MacBook Pro and the ***** projector supplied.

  4. While the video was shown at the ceremony, the fact that the screen went black every 15-20 seconds during the 19 minute video is hardly acceptable by any standards. The equipment supplied was not capable of properly displaying the video using a widely used laptop that works without problems on many other projectors.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 23/08/2023

  To address Mr. *******’s points, the projector works with all types of laptops and that is why we did not say the projector only works with Windows laptops. I have provided the full specifications for the projector from the ***** website and there is no mention of incapability with MacBooks. Mr. ******* has not provided any information that states that our specific projector does not work with MacBook Pro laptops. It is only his opinion that his laptop works, and our projector does not. In regard to Mr. *******’s comment that he was assured that everything would be working, our office coordinator was speaking in terms of our equipment because we have no control over a client’s laptop.  
  As mentioned previously, the projector was picked up more than one day prior to the wedding and Mr. ******* had the opportunity in his home to test the projector and he did not take the time to do that. He was also given the option to have a technician deliver and set up the equipment and he declined that option.  The DJ provided assistance to set up the projector, the screen and the audio and all those items were working fine during the first setup. They were also working fine in the warehouse even when Mr. ******* turned on his laptop until he pushed play on the video that indicated there could be a problem with his after-market adaptor that was connected to the laptop, his video software, the processing power of the older laptop to play a very large video file or a setting in his computer. The issues were with the laptop, and we never implied or stated that our DJ would do more than to set up the projector and screen which she did successfully.
  I have attached a document stating issues with MacBooks and MacBook Pro’s when they are connected to secondary screens and none of them state it is a problem with a projector. They indicate various settings, performance issues, software problems and other factors that affect the playback of a video. Mr. *******’s comment that there “is obviously some sort of incompatibility between the MacBook Pro and the ***** projector” is his opinion because he is disappointed the video did not play smoothly. He has not offered proof that it was our projector. We rented him the projector, it turned on and was working during the video at the wedding and it was set up in the warehouse and working completely fine with another laptop. There is no reason why a refund is warranted. Please see articles in the attachment for issues concerning the MacBook’s and the playing of videos.

  Customer Answer

  Date: 25/08/2023

  
  Complaint: 20502478
  
  I am rejecting this response because the information supplied about the laptop and possible issues are false.

  The so-called links have nothing to do with the issue. Those are general issues for a laptop with a black screen. My laptop works fine and the 'after market' adapter is an Apple supplied product as new MacBook laptops have only one kind of port - USB-C. HDMI cables must go through this adapter. I have used it to connect to other projectors, monitors and televisions, all without incident. The only problem I have ever had is with this particular ***** projector. In fact, I use it everyday and am using it now. It plays the wedding video just fine on three different monitors, a TV and another projector. There is not issue here.
  

  Also, we were not offered the services of a technician and assured the company representative would help us set things up.

  The bottom line is the equipment did not work with my laptop, with works just fine. The video plays smoothly and without incident on every other device connected to it. Continually blaming my equipment and me personally and not taking ANY responsibility for equipment that went black every 15 seconds during an 18 minute presentation is regrettable. Rather than trying to sort out what the problem was, the manager is aggressively trying to persuade me that everything went fine.
  
  To say I am distraught with having paid nearly $400 for equipment that did not work with my laptop - a standard modern MacBook Pro, is an understatement. Most businesses would at least try to find some resolution, and not resort to attacking the integrity of the customer.
  
  I will continue to pursue this matter, not so much for the money, as for the overall experience that but for the kind understanding of the wedding party, was a keepsake video that was difficult to watch. Imagine sitting through a movie that flashed black for a second or two every 15 seconds? Not the experience one would hope for at your wedding reception.

  I doubt the manager will do anything to rectify my concerns, as it is obvious their customer experience is of little or no concern.
  

  
  
  Sincerely,
  
  ****** *******