TCL

Revdex.com:to close this case I would be satisfied if I would receive the money I paid for the tv or at the very least have the screen*** spoke to a gentleman at til support and he stated accidents happen at no fault to the customersHe assured he would be able to take care of this matterWe have attempted to contact Revdex.com left voicemails and never got a phone call back I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

After reviewing the customers complaint we have decided to offer him a refundHe will receive a call from our technician in the next week to schedule a time to pick up his defective TV and then once we have the defective TV we will issue a refund check for the amount the customer paid for the TV

After reviewing the customers complaint it appears the TV works when using a DVD player, streaming APP's and their PlayStation however their cable box is not working with the TVWe have offered trouble shooting with the customer however if the issue is with the cable box signal this is not a hardware repair TCL can perform on the TV to fix the cable box signal issueWe have offered to trouble shoot the TV through the repair Depot and we will send the customer a box

I am rejecting this response because: Again...I explain that no one has a solution from TCL Corporation although they've expressed how they wish they could helpI noticed similar complaintsThese types of issues are unfortunate for hardworking consumers such as myselfThis company doesn't have to be held accountableI'm very disappointed and hurt that they are allowed to get away with this

After speaking with Mr [redacted] we have sent him a full refund per his request which he has received as of 3/14/

After reviewing the customers complaint and the pictures of their TV panel it has been determined that the TV screen is cracked and this is not covered by the TCL manufacturer warranty

I am rejecting this response because: Hi Miriam, Thanks for handling my caseI have two problems with TCL's response First: "it appears the TV would not power on and we sent her the Depot box the within hours of her initial phone call to TCL and the box arrived at the customers home within business days." This is not true and it is the origin of the entire problemAs I stated in my original complaint, they did not send the box after the first time I called themI called again one full week after my first call, and only then was when they placed the order for the box (which took a few days for processing and then more for shipping) which arrived more than a week after this SECOND callThe customer service department failed me from the first callCommunication was extremely excessive thereafter to remind them to do their jobsToo much time was spent on the phone and many emails were sentIt was totally inefficient and they did not provide me with the service I needed from the first callSecond: "Since the customers issue is no power we notified the customer that if in fact the TV does power on and it displays any cracks that TCL will send her TV back AS ISWhen the TV arrived at the Depot the TV did in fact power on only to show a cracked screen which is not covered by the TCL TV warranty." The TV cracked during shipment; it was not cracked when I sent itObviously I would not have sent a cracked TVI emailed photos to TCL of the state of the pristine TV before I sent it as proof, but to no avail I would also like to note that in their reply, TCL does not provide any information about the status of the claim that I filed with FedExI contacted them regarding this on Friday and they said I would hear back within 24-hoursI haven't heard backThey were the ones who told me that the only thing I could do was file a claim with FedEx, but they are technically the claim holders, so I have no idea what is going on with my case or if they are receiving MY money from FedEx for the broken TV that is now in my possessionThis is just another example of their poor track record for customer service It would be reasonable to me if they refunded me or at least replaced the TV due to the poor customer service I've received over the past monthsAdditionally, I need to know what is going on with the case with FedEx and why they aren't taking more responsibility here, when their shipping materials (packing cushions, etc.) were clearly inadequateThank you again for helping resolve this matter Best, [redacted]

As we have stated before TCL does not cover physical damage, unfortunately we cannot repair or replace the customers TV

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below To whom it may concern: We received a letter dated 6/8/stating that TCL doesn't cover this problem under warrantyI understand we had days to respond if rejecting this company response, but we were out of the country and just got back home from Europe I am responding to numerous letters and sorry that this wasn't within day's This TV broke on it's own, it just cracked and broke I don't know if it got hot and cracked or it is was a malfunction but I did talk to the company themselves and they told me that it has happened when a TV malfunctions and it gets hot and cracks When I did talk to a tech at the company, he said that they would try to help us as it can and does happen The tech or mechanic I talked to understood the issueNow we have a letter rejecting it I would like a resolution to a problem that we did not cause but yet are getting blamed for For some reason we watched TV one day, and the next it was brokeThey are trying to say kids or animals maybe broke it!?....we have no kids, nor any animals It broke and now we own a TV that doesn't work and are making payments on a broken tv that we didn't break! If I would have known even filling out a complaint wouldn't help, then I would not have spent my time doing it in the first place I am writing again, in hopes that you can prove me wrong and help right a wrong; and are getting blamed for something that we did not do Please help us with this issue Please respond, hopefully with some kind of resolution.Thanks [redacted] [redacted] Regards, [redacted]

TTE Technology response (TV Manufacture) Facts of customer case:TV was purchased from online retailer "Deal A Day", TV arrived to the customer with physical damage to the TV box which caused a scratch on the TVTV was also missing accessoriesCustomer Contacted TCL (AKA TTE Technology) and agent informed the customer to contact the retailer to obtain a replacement TV under the retailer return policy since the TV was damaged in shipping and items were missing from the boxTCL does not sell TV's directly so this issue should be covered by the retailer.Warranty policy specifically mentions that physical damage is not covered by the manufacture warrantySince unit was just purchased his best choice was to have online retailer "Deal of the Day" replace or refund his money.As an exception TCL will replace the TV for the customer TCL agent spoke to customer on January 3rd to inform him that we will be processing as an exception and will be sending him another TV Customer was happy with the solution.Unit is shipping on January 4th, FedEx Tracking # [redacted] [redacted] 13663.If you need more information to close this out, please let us know.Thank you,TCL Support [redacted] @TCL.com

After a thorough review of this customer’s case, TCL has determined that this issue is not covered under the TCL Manufacturer warranty Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @TCL.com We provided this customer with a full refund for her TV purchased over days agoAccording to the customer, she went into check-cashing centers and both centers would not cash her check, stating it was fraudulentThe customer then called us (TCL) and informed us of the issueThe call was escalated to me and I provided my direct contact information in case the check-cashing establishment wanted to verify the check being cashedI also offered to wire the money directly into the customer's account, which she agreed was acceptable because she doesn't have a regular bank-account to deposit the check intoWe are going to put a stop-payment on the original check to ensure its not cashed, once cleared, we will be wiring the refund into an account number she provided which is attached to Ace-check cashing Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) On October 9, I spoke with Mr [redacted] He informed me that he could do a direct deposit, that he just needed my account informationHe also told the same thing to a representative from AmazonOn October 12, I gave Mr [redacted] my account and routing numberLater on that same day he sent me an email stating that he could no longer do the direct deposit because I filed a complaint with the Revdex.comOn October 13, I contacted the Maple Heights Police Department and they took a reportThat report number is MA XX-XXXXXXXX and the officer that took the report is PtlKPozek [redacted] His contact number is (XXX)XXX-XXXXBecause the check had been reported as fraudulent, the officer kept the check for their investigationSo cashing the check is no longer an option for me because it is no longer in my possessionMr [redacted] offered direct deposit and that is how I would like to receive my refundIt is very unprofessional of him to offer a resolution and then not follow through on itHe should not have taken my account information if he was not going to use it for the purpose of refunding my moneyBecause of the problems I am experiencing with the first check that was sent to me I no longer want to receive a paper check for my refundI am very upset and frustrated with the whole situation and would like for it to be taken care of as soon as possible Final Consumer Response / [redacted] (4200, 14, 2015/10/16) */ ***Document Attached [redacted] I am attaching an email that Mr [redacted] sent me today, Friday, October 16, As you can see from the email, he is requesting that I contact the police department and ask for the check backThat is unacceptableI am not going to ask the police for a check back that they have taken because it has been deemed as fraudulentAs I mentioned before, I would like for my refund to be direct deposited into my accountThank you Final Business Response / [redacted] (4000, 17, 2015/10/21) */ 10/21/2015, per the customer's request we have issued a stop payment on the original check, and reissued her another one for the same amountThis check will be mailed following the customer's responseAnother option for the customer is for TCL to remove the original TV, and have a professional service tech come to her home and install the replacementThis alternative option will also be provided to the customer prior to mailing the replacement check

Final Consumer Response / [redacted] (2000, 9, 2016/08/05) */ The company has responded and replaced the defective unit on 8/3/I am satisfied with their response, therefore I see no reason to pursue action against this company Thank you

After reviewing the customer's call notes it appears that the TV's the customer received from Amazon were cracked due to shipping damageThis is not a manufacturer defect this is an issue with the freight carrier that Amazon uses to ship products to customersUnfortunately TCL does not cover cracked TV screens and the customer can always return the damaged TV back to Amazon under the Amazon return policy

After reviewing the customers complaint about her cracked TV screen we cannot cover this under the TCL manufacturer warranty

I am rejecting this response because: They did not send a technician to repair they sent a tech with the replacement tv, who did bring the replacement into my house and was in my living roomI sent the business a video of the problem of the tv, they than called after receiving the video and said that they were replacing it with an upgraded remote They are saying it is my fault, it is notI am a single mom working over hours they tv was working fine with the tiny crack, I did not have time to return and as I stated before I had not even owned to even be three months oldOn the phone call the representative named jim told me I could buy another tv, I cannot afford a new tv this was the only tv in my house, my kids are upset, I'm upset in this matterI want a replacement I did not cause this and the tech that came out to REPLACE the tv said they should do something as it hasnt even been three months

Revdex.com:They made it more difficult to make good on their warranty than I appreciated However, they did eventually replace the defective tv I appreciate the follfrom the technician I have reviewed the response made by the business in reference to complaint ID 12169698, and find that this resolution is satisfactory to me

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I dont feel this ia right ethically and I can assure you I will bring this to social media all over facebook,twitter instagram and all other outletsThe warrenty does not state anything about not replacing a tv due to wrong parts being sent to a consumerYou know at one poiny I was willing to work with TCL and even accept a replacement tv however at thia point I aill tale nothing less than a refundI have tried talking an emailing mulipule people at your compnay and all I get it the same response you sent earlierNo apologies givenNo alternatove solution NOTHING I feel like I am being cheated hereIf the correct leg was sent to me then we would be having thia conversationI absolutly cannot believe a company like youra is fighting me over tv its disgustingI mean at least comprimise with me all in all it was not a consumer errorI mean if you were sold a car woth faulty breaks and you happen to crash who ia goong to be the one to blame? Not the driverMake this right TCl Regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ Contact Name and Title: [redacted] , Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @tcl.com We are sorry for the issues with not receiving the shipping label despite your multiple attempts to usPlease ensure you check your spam folder, sometimes our emails can be automatically forwarded thereAdditionally, I personally sent the shipping label to your email address provided; also providing my personal information in the event assistance is required later

After reviewing the customers call and issue reported we have decided to issue the customer a replacement televisionThe customer has accepted this resolution