TCL

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 TV. We 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 issue. We have offered to trouble shoot the TV through the repair Depot and we will send the customer a box.

After reviewing the customers case we have determined that the customer has purchased a TV that is not refurbished by TCL and cannot be covered under the TCL manufacturer warranty.

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. [redacted] spoke to a gentleman at til support and he stated accidents happen at no fault to the customers. He assured he would be able to take care of this matter. We 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 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...

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 outlets. The warrenty does not state anything about not replacing a tv due to wrong parts being sent to a consumer. You 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 refund. I have tried talking an emailing mulipule people at your compnay and all I get it the same response you sent earlier. No apologies given. No alternatove solution NOTHING I feel like I am being cheated here. If the correct leg was sent to me then we would be having thia conversation. I absolutly cannot believe a company like youra is fighting me over 140.00 tv its disgusting. I mean at least comprimise with me all in all it was not a consumer error. I 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 driver. Make this right TCl
Regards,
[redacted]

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.

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 6/8/17 stating that TCL doesn't cover this problem under warranty. I understand we had 5 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 5 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 issue. Now 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 broke. They 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]

Unfortunately TCL does not cover physical damage to the TV under the 1 year manufacturer warranty.

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

After reviewing the customer's call notes it appears that the TV's the customer received from Amazon were cracked due to shipping damage. This is not a manufacturer defect this is an issue with the freight carrier that Amazon uses to ship products to customers. Unfortunately 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 case it appears the TV would
not power on and we sent her the Depot box the within 24 hours of her initial phone
call to TCL and the box arrived at the customers home within 5 business days.
The customer never sent the TV to our repair Depot and after 45 days the...

Depot
repair job was canceled due to the customer not returning the TV. When the customer
finally called TCL about her TV a second time her TV was now 2 months out of
warranty. TCL made an exception to repair the out of warranty TV and TCL shipped
the customer another Depot box for her to return the TV to the Depot. 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 IS. When
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. Her TV was shipped back to
her AS IS.

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 outlets. The warrenty does not state anything about not replacing a tv due to wrong parts being sent to a consumer. You 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 refund. I have tried talking an emailing mulipule people at your compnay and all I get it the same response you sent earlier. No apologies given. No alternatove solution NOTHING I feel like I am being cheated here. If the correct leg was sent to me then we would be having thia conversation. I absolutly cannot believe a company like youra is fighting me over 140.00 tv its disgusting. I mean at least comprimise with me all in all it was not a consumer error. I 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 driver. Make this right TCl
Regards,
[redacted]

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 follow-up from 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.

Customer has unmounted TV and replacement has been scheduled for in home replacement this week.   New 65" TV will be delivered, unpacked and powered on to verify functionality.  Old TV will be packed up and removed from premises by delivery technician.

Initial Business Response /* (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 90 days ago. According to the customer, she went into 2...

check-cashing centers and both centers would not cash her check, stating it was fraudulent. The customer then called us (TCL) and informed us of the issue. The call was escalated to me and I provided my direct contact information in case the check-cashing establishment wanted to verify the check being cashed. I 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 into. We 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 /* (3000, 10, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On October 9, 2015 I spoke with Mr. [redacted]. He informed me that he could do a direct deposit, that he just needed my account information. He also told the same thing to a representative from Amazon. On October 12, 2015 I gave Mr. [redacted] my account and routing number. Later 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.com. On October 13, 2015 I contacted the Maple Heights Police Department and they took a report. That report number is MA XX-XXXXXXXX and the officer that took the report is Ptl. K. Pozek [redacted] His contact number is (XXX)XXX-XXXX. Because the check had been reported as fraudulent, the officer kept the check for their investigation. So cashing the check is no longer an option for me because it is no longer in my possession. Mr. [redacted] offered direct deposit and that is how I would like to receive my refund. It is very unprofessional of him to offer a resolution and then not follow through on it. He should not have taken my account information if he was not going to use it for the purpose of refunding my money. Because 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 refund. I 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 /* (4200, 14, 2015/10/16) */
[redacted]Document Attached[redacted]
I am attaching an email that Mr. [redacted] sent me today, Friday, October 16, 2015. As you can see from the email, he is requesting that I contact the police department and ask for the check back. That is unacceptable. I am not going to ask the police for a check back that they have taken because it has been deemed as fraudulent. As I mentioned before, I would like for my refund to be direct deposited into my account. Thank you.
Final Business Response /* (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 amount. This check will be mailed following the customer's response. Another 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 replacement. This alternative option will also be provided to the customer prior to mailing the replacement check

We have provided the customer a replacement TV which the customer has received. At this time we will consider this case closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

12713829, and find that this resolution is satisfactory to me. TCL promptly responded to this complaint and offered refund. Refund check has been mailed but not received yet or cashed by me.

Initial Business Response /* (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 us. Please ensure you check...

your spam folder, sometimes our emails can be automatically forwarded there. Additionally, 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 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 room. I 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 not. I am a single mom working over 40 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 old. On 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 matter. I 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.