TCL

Unfortunately TCL does not cover physical damage to the TV under the year manufacturer warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

After the customer contacted us regarding her TV panel
issue, we sent out a technician to the customer’s home to repair the TVAt the
time of the original phone call the customer did not declare the TV has a crack
in the panel so an appointment was set up for repairWhen the
technician
inspected the TV he discovered the crack in the TV panel similar to what the
customer mentioned in her Revdex.com complaintTCL cannot repair or replace a cracked
TV due to this not being covered under our manufacturer warrantyWe have informed the customer
this cannot be covered and that we are not able to replace her TV due to the physical
damage. As the customer mentioned in her complaint she had the opportunity to return the cracked TV back the retailer at
the time of purchase but the customer chose not to and to keep the TV with the crack
At this time, we will consider this case closed due to physical damage that is
not covered under the TCL warranty

Hi ***, We just tried calling again to confirm that everything was ok and he confirmed that everything is fine now Here’s the closure report: “His TV was received for a depot repair on 9/(tracking number ***)It was shipped out the same day it was received (tracking
number ***) after the TV was repairedHe was expecting it to take longer than it did, and was surprised to receive it back so quicklyHis wife has tested the TV, and she reports no further issues with the TVI gave him my direct contact information, should he have any further issues“ Thank you, *** *** | Director, Customer Advocacy TCL North America

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and
have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** bought the tv from Wal mart ! So any item sold at Wal mart aren’t covered since it did r come directly from tcl company it self ? I’m confused bc all stores sell TVs so that mena bc they aren’t covered from manafacture

TCL requires a proof of purchase in order to repair our productsIf the customer can provide TCL a proof of purchase we can repair the TV

After reviewing the customers case we have requested that the customer provide us more information in order to help trouble shoot her issues with NetflixOnce the customer provides TCL with the required information about the TV we can continue trouble shooting the Netflix issue

After reviewing the customers complaint TCL has repaired her TV under warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Due to the time that the shipping process took to get a replacement the Amazon return policy that TCL has mentioned is not an optionThe screens are made very flimsy and weak which made the screen easy to break in the first placeTheir product is a cheaply made example of companies not caring about qualityFor two of the screens to break in a month I know that if I were to purchase another one it too would break quicklyI hate spending money on products that are not built to last and are of such poor qualityThe TV was meant to be a spare for my autistic sonI do not have the money to waste on such bad products when it's for my disabled childTCL's customer service has yet again caused me disappointment and I will not use any of their products againI feel taken advantage of and upset with their company's poor practicesI will be telling all of my friends who do use TCL products about this experience and I'm sure they will no longer want to buy from this company as well
Regards,
Chaney Wells

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12386143, and find that this resolution is satisfactory to me

After reviewing the customer's case we have proceeded with providing the customer a replacement TVThe TV has been shipped to our technician and now we are waiting for the customer to set an appointment so we can swap out the defective TV

Revdex.com, we require all customers to provide a valid proof of purchase under our manufacturer warranty and unfortunately this customer did not have a copy of their proof of purchaseWe have granted the customer a one time exception and have replaced the television on 6/29/We will consider
this case closed at this time

I am rejecting this response because:
1) we have not damaged the TV in any way. 2) tcl refuses to give us any
avenue to show we didn't damage the TV: A- they will not send a tech to verify the damage is internal & not external. B- they will not reimburse us if we have an outside tech open the TV & verify that the damage is due to a defective part installed by tcl.Furthermore, the warranty imposed on us is one sided because we cannot choose to accept or decline its terms. Again, we're not asking for a new TV or a free repair. We are asking for a tech to come check the TV and verify that we did not cause the damage. Once that is established, I'm hoping tcl will take responsibility for their defective equipment & solve the matter in a professional way

After speaking with the customer we have offered to provide the customer with a refundOnce we receive the customers TV we will issue a refund check

After reviewing the pictures and the customers case we have determined the cracked TV panel is not a manufacturer defect and is not covered under the TCL manufacturer warranty

TCL has reviewed the customer's complaint and even though the customers television is now out of warranty for over year, TCL has sent the customer a current model replacement television that has all of the specifications the customer is requestingRegards,TCL Customer Advocacy

After reviewing the customers complaint TCL has offered the customer a refund for the purchase price of the TVWe have sent the customer a box to return the TV and once the TV is received we will issue the refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

After speaking with Mr. [redacted] we have sent him a full refund per his request which he has received as of 3/14/17.

After careful review of the pictures Ms. [redacted] had emailed us and the review of her original phone call it has been determined that her TV is cracked and this issue unfortunately is not covered under the TCL Manufacturer warranty.TCL Customer Service