TCL

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

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 help. I...

noticed similar complaints. These types of issues are unfortunate for hardworking consumers such as myself. This company doesn't have to be held accountable. I'm very disappointed and hurt that they are allowed to get away with this.

After reviewing the customers complaint and speaking with the customer we have authorized a refund for the purchase price of the TV. The refund check has been sent to the customer.

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...

After reviewing the customers complaint we have decided to offer him a refund. He 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.

I am rejecting this response because:
Hi Miriam,  Thanks for handling my case. I 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 24 hours of her initial phone call to TCL and the box arrived at the customers home within 5 business days." This is not true and it is the origin of the entire problem. As I stated in my original complaint, they did not send the box after the first time I called them. I 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 call. The customer service department failed me from the first call. Communication was extremely excessive thereafter to remind them to do their jobs. Too much time was spent on the phone and many emails were sent. It was totally inefficient and they did not provide me with the service I needed from the first call. Second: "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." The TV cracked during shipment; it was not cracked when I sent it. Obviously I would not have sent a cracked TV. I 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 FedEx. I contacted them regarding this on Friday and they said I would hear back within 24-48 hours. I haven't heard back. They 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 possession. This 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 8 months. Additionally, 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 inadequate. Thank 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.

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 TV. TV was also missing accessories. Customer 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 box. TCL 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 warranty. Since 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 # 9[redacted]13663.If you need more information to close this out, please let us know.Thank you,TCL Support[redacted]@TCL.com

The customer was expereincing issues with the TV.  We attempted an on-site repair that was not successful.   We offered new TV - model ([redacted]) however customer opted for a refund. TCL will be providing the customer with a full refund, including taxes and a charge for the extended warranty...

directly from the retailer.  Check will be mailed on 5/5/2016.  We have spoken with this customer to ensure he is satified.

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

Review: We purchased a t.v. from [redacted] on 12-16-2013. This t.v. has a 2 year manufacture warranty. On April 19, 2015, my wife called to report that the t.v. has a warranty issue. They had us to trouble shoot the t.v., and then asked that we send via email, a copy of our receipt. My wife asked for a case number, but was told that they would not issue one until they had the receipt copy, which she sent within five minutes. We did not receive a reply with a case number, but had been told that the t.v. would be repaired within two weeks. Today is May 8, 2015, and again, my wife called TCL. She was given a case number, but told that they had to ship parts to the house, and then send out a repairman. She asked why this had not already been done, and was told they would escalate this to their repair center. She asked for the local repair firm that would be handling the repairs, and they said they did not have that information. Again, we were advised that the repairs will be completed by next Friday, May 15, 2015. During the time between April 19th and today, my wife tried to call TCL a couple of times, and got no answer. We tried to email, but that was unsuccessful as well as chat was also not available when we tried that route. The T.V. should have been repaired within two weeks of our April 19th call. This is almost three weeks later, and now they are given us a new excuse and completion date.Desired Settlement: We want the t.v. either repaired or replaced immediately.

Review: TV purchased on 11-27-2015 1 year warranty. TV freezes picture repeatedly. Notified TCL in Feb of 2016. Finally got serviceman last week to replace board on TV. Same issue, found out TCL is now using substandard boards on these tv's which is causing issue. emailed service again 4 days ago. no response! Finally called them again today, and was told" we will have to send through service again"

TV is now over 5 months old and has less then 40 hours on it!! apparently TCL knows about the board issue, but is failing to correct it.

I just want a new TV that works!! That is what I paid for. I do not want them to try and fix it, it is a LEMON!!!!!Desired Settlement: I want the TV replaced ASAP for a new working model, almost 6 months of fighting with this one is enough

Business

Response:

The customer was expereincing issues with the TV. We attempted an on-site repair that was not successful. We offered new TV - model ([redacted]) however customer opted for a refund. TCL will be providing the customer with a full refund, including taxes and a charge for the extended warranty directly from the retailer. Check will be mailed on 5/5/2016. We have spoken with this customer to ensure he is satified.

Review: I bought [redacted] in 4k TV and the box tells me it is 120 Hz. When u read the paperwork that came inside of the box it's days only 60Hz no where in the paperwork is there a 120 Hz rate also on the back of the TV it says 120v-60 HZ. Clearly the box states 120 Hz that is why I purchased. Clearly this is false advertising and I just got duped into buying something they we not providing.Desired Settlement: [redacted] inch 4k roku smart TV that is actually 120 Hz