Frequently Asked Questions
1. If you don’t see it — CALL!
Manufacturers change model numbers, configurations, and part numbers. If you don’t see it or can’t find it — the likelihood is that we both know about — and/or have it. You won’t be wasting your time or ours.
2. Where are you located?
Approximately 20 miles NW of Washington DC in the Maryland suburban area near Rockville, MD. We have about 5600 sq ft of laboratory, test, and warehouse facility.
Electronic Cinema Service
21707 Club Hollow Road
Poolesville MD 20837
Office: 301-349-5225
Fax: 301-349-5202
3. How do I pay?
There are 3 methods of payment.
Credit Card — We accept VISA and MasterCard
Established Account — We offer terms to customers who establish an account and have good credit
Wire Transfer — We regularly work with both domestic and international customers
4. How do I establish credit?
A simple credit application or email/FAX your standard company credit information. Your information and credit request will be processed. We request an active corporate credit card on file as guarantee.
5. How do I order? (See our “HOW-TO” section and PDF)
We take:
Phone orders (301-349-5225)
FAX orders (301-349-5202)
Email orders (sales@ElectronicCinemaService.com)
6. How does the shipping process work?
You ship and insure your old lamp module to us.
ECS relamps, refocuses and adjusts, and resets to optimum your lamp housing.
ECS ships and insures and bills back to you.
We try to do this in 24-48 hours.
7. What if I want to use my own carrier or account?
We will accommodate any customer request. The most efficient way is to use your account to ship to us, and then we ship and bill back to you. We have daily pickup of UPS and FEDEX. You can use your account. We do insist on insurance unless the lamp house is hand carried.
8. Why do I want insurance both ways?
Replacement components in some lamp houses are more expensive than the relamp. In many cases you have a glass bulb and a glass reflector. It protects you from paying twice. Note: Unless shipped in a carrier approved container — your insurance claim may be denied by the carrier. We offer a service to send you the proper, approved packaging
9. What about packaging?
We offer our customers approved shipping packaging / container. This packaging was developed by independent packaging experts to meet or exceed UPS and FEDEX packaging standards to protect us and protect you from denied insurance claims due to shipping. Denied insurance claims are both expensive and lengthy. If you do package and send the lamp house, Remember: 1) Double box; 2) Use foam and bubblewrap — never peanuts; 3) Ship lamp vertically
10. Do you offer anything other than lamps?
ECS has filters, replacement parts, and reflectors. ECS offers a number of services such as onsite relamping and projector calibration and color balancing and matching to broadcast standard. Part of the ECS story begins with projection for broadcast video, simulation, and digital cinema – hence a keen attention to colorimetry.
11. What kind of warranty do I get? (See Warranty section)
You get a warranty that will meet or exceed the projector manufacturer warranty. We warranty against any factory defect. We keep it simple and fair.
It is prorated over time and use
It is a guarantee of workmanship and performance
We need the defective product returned for testing and forensic analysis
You will get a prompt replacement or prorated credit depending on length in service and/or nature of failure
12. What is the Advance Replacement Program?
The advance replacement program is a service which entails ECS sending you a replacement housing and lamp in advance of your return of the old lamp housing. ECS sends the replacement lamphouse in carrier-approved packaging, insured, to you. You unpack and install the refurbished lamphouse into your projector, and use the same approved packaging to send the just removed lamphouse back — or we can also arrange for pickup. (Don’t forget that pesky insurance) Your old lamphouse will be inspected and tested to let you know if it meets specifications for reuse. If it does — you are done. If it does not — we bill you for refurbishing costs and service.
13. What about onsite relamping and service?
Many times, the shipping costs of multiple lamp houses back-and-forth might make it prudent to do relamping on premises. OR, the customer notices that the projectors aren’t quite right or don’t look right. ECS offers onsite relamping, recalibration, and color matching service. We can send our personnel, tools, test equipment, and lamps to site to perform any of these tasks.
14. Who should use onsite services?
Sites with
Multiple projectors
Broadcasters
Broadcast ministries
Simulation
Sites with high costs associated with downtime
Sites with time-critical scheduling
15. Emergency Service
The unexpected happens, and the show must go on! We live by this day in and day out. We work for broadcasters, broadcast ministries, and the most prestigious Rental & Staging companies. Our Emergency Service includes last FEDEX from the airport, Saturdays, courier service, and hand deliveries. Guarantee with a credit card — you are good to go. Our phone is not unanswered.
