Vizio

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I need my tv replaced. ...I don't believe a discount will be acceptable as I already paid for a Tv ...which does not Work!!!    Thank You,   [redacted].
Regards,
[redacted]

Dear Revdex.com Representative:   VIZIO, Inc. (“VIZIO”) is in receipt of the Revdex.com’s (“Revdex.com”) notice regarding complaint number [redacted]. As always, VIZIO takes any complaint reported to the Revdex.com very seriously.   Please be advised that VIZIO has determined that the VIZIO television in question suffered a non-manufacturing defect. Non-manufacturing defects are not covered under VIZIO’s warranty.  A copy of VIZIO’s warranty can be viewed online at http://www.vizio.com/warranty.  In the interest of providing customer satisfaction VIZIO has offered the customer a replacement VIZIO television at a discounted price.  This is the only offer VIZIO is able to make at this time.   At VIZIO, the quality of our products is very important to us.  We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at https://vizio.custhelp.com/ for information and assistance.     Sincerely,   VIZIO, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I consider this complaint resolved as repairmen replaced the faulty circuit board in my TV that failed when VIZIO pushed out a firmware upgrade.
Regards,
 
[redacted]

Dear Revdex.com Representative:VIZIO, Inc. (“VIZIO”) is in receipt of the Revdex.com’s(“Revdex.com”) notice regarding complaint number [redacted]. As always, VIZIO takes any complaint reported to the Revdex.com very...

seriously.Please be advised that VIZIO has determined that the VIZIO television in question suffered a non-manufacturing defect. Non-manufacturing defects are not covered under VIZIO’s warranty.  A copy of VIZIO’s warranty can be viewed online at http://www.vizio.com/warranty.  In the interest of providing customer satisfaction VIZIO has offered the customer a replacement VIZIO television at a discounted price.  This is the only offer VIZIO is able to make at this time.At VIZIO, the quality of our products is very important to us.  We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at https://vizio.custhelp.com/ for information and assistance.   Sincerely,VIZIO, Inc.

The business is still working on providing me with a resolution (exchange my TV for a different model). I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I will provide a rebuttal statement to re-open the complaint if the issue has not been followed through or if there are new issues.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.=====================================================Sorry for the delayed response; e-mails from the Revdex.com were being routed to my SPAM folder. I have resolved this issue and will be more prompt with my responses to the Revdex.com. When I filled the original warranty complaint with Vizio, it was in regards to white dots appearing on my TV. This issue was never resolved as the TV I was provided, which I was told would not experience these issues, is exhibiting the same issues. I have had this TV for less than 2 years; it is my understanding that Vizio has extended their warranty by 1 year due to this defect. The replacement TV, which was supposed to be a different model that did not have this defect, does in fact, have the same defect. Effectively, to fix my defective TV Vizio provided me another defective TV. That does not seem like an appropriate action for a major company like Vizio to take and certainly does not resolve the original issue. My argument is that Vizio a.) did not resolve the original complaint as they simply provided me another defective TV, and b.) the TV that I was provided is still within the two-year period in which any other TV of this same model would be covered. As for someone from Vizio contacting me. I have been constantly trying to reach [redacted] from Vizio regarding this issue (1-877-878-4946 option * extension [redacted]). I have left numerous messages and provided him with both my cellular number and work number. He called on two different occasions while I was busy at work; I was unable to answer and called back within a few hours. I have since left him several messages to which he no longer calls back. I feel as though Vizio has effectively decided to no longer work on this issue while stating that they are. This is absolutely contrary to what they stated that they have been unable to communicate with me. I have made many attempts to contact Vizio with no return calls.Lastly, I would again like to point out that the warranty time-line they provided is inaccurate. The day they claim I received the defective TV is not the same date that I actually received the new, defective TV. It is true that I did make the original claim in June of 2014. However, I did not receive the TV until well over a month later, possibly two. The company that delivered the TV took a very long time to schedule a time to replace this TV.I do feel as though I am not out of line to say that this is down-right wrong. Vizio is supposed to be a reputable company that makes a quality item. I do realize that no product is made to last forever and that there should be a limit to which a company is liable for a product. However, Vizio has acknowledged this defect and even extended their warranty by 1 year to address it. Vizio did in fact replace my TV when I had the original TV, but replaced it with a TV they knew could be defective. I am not upset that the TV is in fact defective; however, I am very disappointed that Vizio appears to be doing whatever they can do to avoid replacing the TV. This is not the actions of a company that stands by their product. I spent close to $1,700 on a TV that cannot be viewed without distracting white dots all over the screen. I truly hope that Vizio will consider calling me back as they claim they did. I'm open to communication directly with the company to work this issue out. I am willing to have the TV repaired and would even consider paying a small amount of money to do so. All I am asking is for Vizio to truly consider my position and they amount of money I have spent with that company for a TV that doesn't even work properly.Thank you for your time!
Regards,
[redacted]

Dear Revdex.com Representative:VIZIO, Inc. (“VIZIO”) is in receipt of the Revdex.com’s(“Revdex.com”) notice regarding complaint number [redacted]. As always, VIZIO takes any complaint reported to the Revdex.com very seriously.Please be...

advised that VIZIO cannot fully investigate this complaint withoutadditional information from the customer. VIZIO has been unable to reach the customer regarding this matter.  VIZIO is requesting that the Revdex.com contact the customer and ask them to provide VIZIO with the following information: (1)   Proof of purchase or receipt for the VIZIOProduct(2)   Pictures of the purported issue with theVIZIO ProductAgain, VIZIO cannot further comment on this complaint without the above referenced information from the customer. At VIZIO, the quality of our products is very important to us.  We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at [redacted] for information and assistance.   Sincerely,VIZIO, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My original complaint was twofold:
(1) I purchased a television set that advertised the inclusion of the Amazon Prime application. The box clearly advertises the inclusion of the app, and the remote for the television has a dedicated button for the application. For the first two months I owned the TV, this app was unavailable. Therefore, one of the key advertised features of the TV was not available for my first 2 months of purchase. The application has since been delivered, but Vizio is unwilling to accept any responsibility for the original outage. At my request, hey are willing to extend my warranty, but unwilling to compensate for the two months of service interruption. Furthermore, Vizio's representative acknowledged that while I didn't have the functionality two weeks ago, I have it today, but there is no guarantee or warranty that I will have it two weeks from now.
 
(2) Vizio continues to advertise the inclusion of the applications, but multiple times in my conversations, made the statement that they have no control or accountability for these apps. In spite of the fact that they advertise the availability of the apps on their website, product packaging and even the design of the remote, they claim absolutely no accountability for the availability, functionality or future of these features. Repeatedly, they stated that I agreed to these terms after purchasing the TV and accepting the terms of service in the initial installation, even though they acknowledged that it isn't reasonable for me to have understood the terms prior to purchasing the TV. This seems fraudulent, that Vizio benefits from advertising functionality on the website, product packaging and remote control design, but after purchasing the device, I must agree that they are free from all liability for their advertised features.
I am including the entire email thread for your review. If you would like to publish it publicly, I consent, but would like to remove personal identifying information for myself and Joshua at Vizio first.
Regards,
[redacted]

The 3rd week of August, 2016, my TV, purchased 18 months before, began to have screen issues. After calling Vizio, they determined the TV needed to be replaced and was under warranty. 7-10 business days later, the distribution company they use called me to set up delivery. Unfortunately, the delivery schedule they allowed for was horrible and I refused to take a day off of work to accommodate Vizio's error. After almost three weeks, a date was found that I didn't lose work. The distributor (Manna Distributors...simply horrible), showed up and the replacement TV has a shattered screen. I quickly called Vizio and had to basically start all over (I requested a different company for delivery, which they accommodated). about a week an half later the new TV was delivered (on a schedule much more accomodating to my work schedule), however, it too was broken. I called Vizio AGAIN, this time I simply asked that they refund the price of the original TV. They refused and scheduled a THIRD replacement, using the same company from the first replacement TV, something I specifically asked they not do. I am still in limbo, they refuse to refund my money and seem to be be running me around in circles. With Fedex and UPS, they could send me the TV in days, but now I must wait several weeks again to possibly get a replacement TV. I could have simply gone to Costco (where I bought the TV) and swapped it out if they had called the store I use and worked with them. Absolutely horrible experience from start to finish (whenever that ends up being). DO NOT EVER BUY THEIR PRODUCTS! I have filed a complaint with my state attorney general as well.

Dear Revdex.com Representative:VIZIO, Inc. (“VIZIO”) is in receipt of the Revdex.com’s(“Revdex.com”) notice regarding complaint number [redacted]. As always, VIZIO takes any complaint reported to the Revdex.com very seriously.Please be advised that upon review of the...

complaint VIZIO has determined that this complaint is covered under VIZIO’s warranty. A copy of VIZIO’s warranty can be viewed online at http://www.vizio.com/warranty. VIZIO has contacted this customer and would like to resolve this matter under the standard terms of VIZIO’s warranty by offering the customer [replacement unit] however, the customer is unwilling to accept this offer. Thecustomer has found other means of handling the situation and no longer needs service from VIZIO.                                     ...⇄ At VIZIO, the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at https://vizio.custhelp.com/ for information and assistance.   Sincerely,VIZIO, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Once again this indicates that one hand does not know what the other is doing!  [redacted] left me a voice message last week indicating that he did in fact have the receipts that I forwarded to him via e-mail.  He hand I have been basically playing phone tags. I left him a voice message on Friday and another one again today.
He called back this afternoon but I was unavailable. I have every intention to call him tomorrow to hopefully put an end to this nightmare once and for all.
Regards,
[redacted]

Dear Revdex.com Representative:   VIZIO, Inc. (“VIZIO”) is in receipt of the Revdex.com’s (“Revdex.com”) notice regarding complaint number [redacted]. As always, VIZIO takes any complaint reported to the Revdex.com very seriously.   Please be advised that VIZIO has determined that...

the VIZIO television in question in this complaint has been out of warranty by approximately two years.  A copy of VIZIO’s warranty can be viewed online at http://www.vizio.com/warranty.  In the interest of providing customer satisfaction VIZIO has offered the customer a replacement VIZIO remote. This is the only offer VIZIO is able to make at this time.   At VIZIO, the quality of our products is very important to us.  We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at https://vizio.custhelp.com/ for information and assistance.     Sincerely,   VIZIO, Inc.

Dear
Revdex.com Representative: VIZIO, Inc. (“VIZIO”) is in receipt of the Revdex.com’s
(“Revdex.com”) notice regarding complaint number [redacted]. As always, VIZIO takes any
complaint reported to the Revdex.com very seriously.Please
be advised that VIZIO has...

determined that the VIZIO television in question
suffered a non-manufacturing defect. 
Non-manufacturing defects are not covered under VIZIO’s warranty.  A copy of VIZIO’s warranty can be viewed
online at http://www.vizio.com/warranty.  In
the interest of providing customer satisfaction VIZIO has offered the customer a
replacement VIZIO television at a discounted price.  This is the only offer VIZIO is able to make
at this time. At VIZIO, the quality of our products is very important to us.  We rely on
and appreciate product feedback from our customers and encourage anyone who has
questions about or problems with our products to contact us at https://vizio.custhelp.com/ for information and
assistance.   Sincerely, VIZIO, Inc.

Dear Revdex.com Representative: VIZIO, Inc. (“VIZIO”) is in receipt of the Revdex.com’s (“Revdex.com”) notice regarding complaint number [redacted]. As always, VIZIO takes any complaint reported to the Revdex.com very seriously. Please be advised that upon review of the...

complaint VIZIO has determined that this complaint is covered under VIZIO’s warranty.  A copy of VIZIO’s warranty can be viewed online at http://www.vizio.com/warranty.  VIZIO has contacted this customer and has handled this complaint under the terms of VIZIO’s warranty.  Accordingly, VIZIO considers this matter closed.   At VIZIO, the quality of our products is very important to us.  We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at https://vizio.custhelp.com/ for information and assistance.   Sincerely, VIZIO, Inc.

Dear Revdex.com Representative:VIZIO, Inc. (“VIZIO”) is in receipt of the Revdex.com’s(“Revdex.com”) notice regarding complaint number [redacted]. As always,VIZIO takes any complaint reported to the Revdex.com very seriously.Please be advised that VIZIO has determined...

that the VIZIO television in question suffered a non-manufacturing defect. Non-manufacturing defects are not covered under VIZIO’s warranty.  A copy of VIZIO’s warranty can be viewed online at http://www.vizio.com/warranty.  Inthe interest of providing customer satisfaction VIZIO has offered the customer a replacement VIZIO television at a discounted price.  This is the only offer VIZIO is able to make at this time.At VIZIO, the quality of our products is very important to us.  We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at https://vizio.custhelp.com/ for information and assistance.   Sincerely,VIZIO, Inc.

Dear Revdex.com Representative:VIZIO, Inc. (“VIZIO”) is in receipt of the Revdex.com’s(“Revdex.com”) notice regarding complaint number [redacted]. As always, VIZIO takes any complaint reported to the Revdex.com very...

seriously.Please be advised that upon review of the complaint VIZIO has determined that this complaint is covered under VIZIO’s warranty. A copy of VIZIO’s warranty can be viewed online at [redacted].  VIZIO has contacted this customer and has handled this complaint under the terms of VIZIO’s warranty. Accordingly, VIZIO considers this matter closed. At VIZIO, the quality of our products is very important to us.  We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at [redacted] for information and assistance.   Sincerely,VIZIO, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I've had the same exact defect occur with two TV's and have no assurances that the replacement TV won't have the same issue. A 90 day warranty is not sufficient. If the defect has been resolved, and the replacement TV is in fact new, Vizio should have no issue providing a 1 year warranty at no additional cost. New TV's come with this standard, reluctance to provide a standard warranty on one indicates uncertainty the TV will last that long without failing again. The warranty is free to Vizio, unless the TV fails again. What they are suggesting is I spend more of my money to ensure their replacement TV is free of defects for only a year when I've already had two fail, one in less than the 90 days they are offering.   
Regards,
[redacted]

Dear Revdex.com Representative:VIZIO, Inc. (“VIZIO”) is in receipt of the Revdex.com’s(“Revdex.com”) notice regarding complaint number [redacted]. As always, VIZIO takes any complaint reported to the Revdex.com very seriously.Please be advised that VIZIO has determined...

that the VIZIO television in question suffered a non-manufacturing defect. Non-manufacturing defects are not covered under VIZIO’s warranty.  A copy of VIZIO’s warranty can be viewed online at http://www.vizio.com/warranty.  In the interest of providing customer satisfaction VIZIO has offered the customer a replacement VIZIO television at a discounted price. This is the only offerVIZIO is able to make at this time.At VIZIO, the quality of our products is very important to us.  We rely onand appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at https://vizio.custhelp.com/ for information and assistance.   Sincerely,VIZIO, Inc.

Bought a $4,000 and they sent me a damaged replacement and wont replace that one. Now I have no tv.

Dear Revdex.com Representative: VIZIO, Inc. (“VIZIO”) is in receipt of the Revdex.com’s (“Revdex.com”) notice regarding complaint number [redacted]. As always, VIZIO takes...

any complaint reported to the Revdex.com very seriously. Please be advised that VIZIO has determined that the VIZIO television in question in this complaint has been out of warranty by approximately 2 1/2 years.  A copy of VIZIO’s warranty can be viewed online at http://www.vizio.com/warranty.  In the interest of providing customer satisfaction VIZIO has offered the customer a replacement VIZIO television at a discounted price.  This is the only offer VIZIO is able to make at this time. At VIZIO, the quality of our products is very important to us.  We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at https://vizio.custhelp.com/ for information and assistance.   Sincerely, VIZIO, Inc.