Support
GV31 Recall Notification
Dear BenQ User,

BenQ has recently discovered that the battery of the GV31 portable projector may overheat and pose a fire risk. 
BenQ always prioritizes customer safety. As a precautionary measure, we are proactively launching a GV31 recall to reduce potential product safety concerns.

If you own a GV31 portable projector, please stop using it immediately and contact BenQ as instructed in the How to Apply section to return your product to the designated service location.

 

Program Details

Please select one of the following options to proceed with the product recall:

1. Free Battery Service and Firmware Update Program

Contact BenQ and follow the How to Apply instructions and directions to send your product to the designated location for a free battery replacement and latest firmware (FW) update.

The firmware (FW) introduces the latest dynamic battery management algorithm to optimize battery lifespan and reduces the risk of excessive aging. This update includes the following features:

• The battery health diagnostic system will remind users to return the device for battery replacement based on the battery health check results.

• If the diagnostic result indicate that the battery is not suitable for continued use, the system will restrict battery power functionality. The device will only operate via the adapter, and remind users to return the device for battery replacement.

 

2. New Product Upgrade Program

Contact BenQ and follow the How to Apply instructions to apply for a free upgrade from your current device to a GV32.

GV32 Key Product Features Learn More

• Built-in Google TV

• 500 lumens peak brightness, 200 higher than GV31

• Non-built-in battery design and requires external power

 

How to Apply

You can apply using any of the following methods, and we will guide you on how to send your product to the designated location:

  • Online Application: Fill out the Service Form
    1. Free Battery Service and Firmware Update Program Here
    2. New Product Upgrade Program Here
  • Phone Consultation: Call the BenQ service hotline at 866-600-2367
    Service Hours: Monday – Friday 9:00 AM – 5:00PM

 

BenQ has always prioritized customer rights and remains committed to quality and safety through concrete actions. We sincerely apologize for any inconvenience caused by this recall program. If you have any questions or need further assistance, please contact BenQ Support.

 

FAQs for Recall of Certain BenQ

Q: Why are these portable projectors being voluntarily recalled?

A: The recalled portable projector may overheat, posing a risk of serious injury or death from fire and burn hazards.

Q: When were these portable projectors sold?

A: The portable projectors were sold from July 2023 through May 2026.  

Q: Where were these portable projectors sold?

A: The portable projectors were sold online at Amazon, BenQ Store, BenQ Infty lab, Iconic Micro, and, in Canada, at Memory Express. 

Q: How can I tell if my portable projector is affected by the recall?

A: All of the GV31 portable projectors sold by BenQ are included in this recall. The yellow carry strap on top of the projector marks “GV31”. There is also a product label on the underside of your portable projector stand showing model GV31. 

Q: How many products are subject to the recall?

A: About 1,200 units are subject to the recall in the United States. About 240 units are subject to the recall in Canada.

Q: Can I keep using my portable projector if seems to be working fine?

A: No. Stop use of the recalled portable projector immediately.

Q: How is BenQ making this right? What is the remedy?

A: BenQ is offering you a free repair of your GV31 portable projector. All shipping costs are paid for by BenQ.  Alternatively, consumers also have the option to register for a replacement of the GV32 model. All consumers will receive along with clear instructions on how to safely and securely return the recalled projector.   

Q: What is the replacement option?

A: If you prefer to change your GV31 unit, you may register for an upgraded GV32 portable projector model. The GV32 features upgrades to image brightness, color fidelity, an improved base for better wall and ceiling viewing, and overall ease of use. While the GV31 is a fully portable model with a built-in battery, the GV32 uses a traditional electrical plug to provide enhanced images. The GV32 can also be powered by a 65W+ USB-C power bank for full portability.

Q: How do I participate in the recall?

A: For the fastest processing, please use our recall registration website at https://www.benq.com/en-us/support/gv31recall.html or https://www.benq.com and click on Recalls at the top of the page for more information.

You may also contact us at toll-free at 1-866-600-2367 from 8:30 am to 5:30 pm CT Monday through Friday or email at GV31Recall@BenQ.com

Q: What will I have to do to successfully register?

A: All registrations require filling out a form with your personal information. You will receive an email which will include directions on how to ship the projector back to us to receive your free repair or replacement. We will be sending you a special pre-paid shipment box to return the unit to us and an email with instructions for how to use this special return shipping box.

Important: Do not ship the unit to us without following these e-mailed instructions and without using the specific shipment box that we will send to you. Do not dispose of the projector. 

Q: How long will it take to receive my portable projector back once shipped?

A: After we receive your unit via the shipping box that we will send to you, you can expect to receive your repaired portable projector back within approximately 14-21 business days.

Q: How long will it take to receive my replacement portable projector?

A: After we receive your unit via the shipping box that we will send to you, you can expect to receive your repaired portable projector back within approximately 14-21 business days.

Q: Are any other BenQ products being recalled?

A: No. No other BenQ products are included in this recall.

Q: Am I required to provide a receipt?

A: No.

Q: I previously disposed of the product and I would like to receive a refund.

A: We are glad that you no longer have the product and, therefore, that it no longer presents a risk to you or your family. This is the most important part of the recall.

At this time, we are only offering repairs or replacements to consumers in possession of the product in order to remove the recalled products from consumers’ homes. 

Q: I would like to report an issue involving a BenQ product. How can I report this to BenQ?

A: We are very sorry to hear about your experience and would like to learn more about what you are reporting. Please contact us to provide further details. You may do so by calling us toll-free at 1-866-600-2367 from 8:30 am to 5:30 pm CT Monday through Friday.

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