TCL

I purchased a TCL Roku Tv Model # 43S525 from Best Buy on May 31. I received the TV on June 6. On Dec. 13, 2020, the picture on the TV went out. The sound worked but no picture. I proceeded to read the manual. I checked all cables and performed a factory reset. I did this several times and it did not help. I then, on Dec. 13, 2020 contacted TCL customer service requesting warranty service. On Dec. 15, 2020 I received an email back from TCL requesting that I follow all the same procedures and perform a reset. I did this again, to no avail. This email communication went on for about 6 days. They asked for lots of information, which i provided. They asked for some rediculous photographs of the TV, which I provided. I also provided a short video with sound showing the problem. I had to provide the photos at least twice, as they were not good enough. I still have the photos, which are fine and perfectly clear. Finally on Dec. 21, 2020 I received an email saying that they were going to send a technician to my house to repair the TV within 5-10 days. Later on that same day, TCL told me that my TV was not eligible for on-site repair and that I would have to send it to them. Again on Dec. 21, 2020 I was sent an email saying that they my TV would be repaired free of cost. They would send me a box and fedex label. I was notified on Dec. 23, 2020 that the box had been shipped to me. I did receive the box on Dec. 24, 2020. I shipped the TV to TCL in San Jose, Ca and it was received by them on Jan. 6, 2021. I was notified that I would receive my repaired TV within 5-7 business days. On Jan. 11, 2020 I received a voice mail from TCL service saying that my request had been moved for a refund. The check would be processed and sent Fedex. I would normally receive the check within 7-10 business days, but due to Covid, it would take 15-20 business days. They dictated to my voicemail the name that would be on the check and it was correct. They also dictated the address that the check would be mailed(my residence) this was also correct. The voicemail ended with them saying that I could call with any questions. At this time, I had been without a television for over a month. Expecting a refund check in 2-3 weeks, I purchased a new television. On Jan 27, 2021 I received a call from TCL customer service saying that they were shipping me a new TV. After a very long frustrating call where I told them I dont want their TV. I had already purchased a new TV based on TCL telling me that they were sending a refund, and they representative constantly telling me they were sending a new TV I demanded a supervisor. I waited several minutes and was told that no supervisor was available and they would call me back. I demanded that they call on this same day to resolve this issue. I was assured that a supervisor would call me on the 27th. Jan. 27, 2021 came and went and I received no call. On Jan. 28, 2021 just before 2pm pacific time I emailed TCL, so that there would be written record. I explained that i was promised a supervisor and never received a call. I did get an email back from TCL saying that a supervisor would call me today, Jan 28, 2021. as of 8:30pm. I have not received a call. I have all emails and transcripts of the voicemail left by TCL. I was advised by TCL that there would be a recording of our conversation on Jan. 27th even though I was not advised that the call was being recorded until I asked. California has a "two party" requirement for recording of calls, which would mean one of two things. TCL is in violation, or the customer service Rep. lied. This has been the worst customer service experience that I have every encountered. When I purchased this television, I also purchased the "extended" warranty from Best Buy for $39.99. I have not asked for that amount to be refunded as it has no value any longer. i just want the purchase price and tax refunded as promised by TCL. I have not need or place for an additional TV.

On or around Feb or March, I went to walmart to Purchase a 50 TCL 4k TV. I paid around $375.00-$400.00 for the tv. I no longer have the recipt for the TV. The TV worked Great for a year and 9 months. Until the night of 11/8 when the tv was turned off for about a minute. I then went to turn the tv back on and it was black. I thought I had not pushed the right button on the remote control and I tried again to get the tv to turn on. Once I understood the tv was already on because I could hear the sound of the tv. But I could not see anything on the tv. I went and I unplugged the tv from the surge Protector and plugged it into the wall thinking it could be a issue with the plug. That did not work the tv was still black but I could hear the sound. I called the company the next day, 11/9 at 12:57pm. I spoke to a nice lady that walked me threw some troubleshooting which was the same steps I had done before. Unplugged the sound bar from the tv and unplugged the tv from the wall waited a few seconds and turned on the tv. I also held the power button for about 15 seconds to see if that would work. I also reset the tv to see if that would fix the issue with the button on the side of the tv. None of this help. The lady said I would have to have someone come out or take the tv to a repair shop to have it looked at. After speaking for sometime about this and having her say the reason was becaue I was out of warrenty, I asked to speak to a manager or sup. I spoke to the sup whose name I think was ***. Going over the problem with the tv. He explained as the last person that i was out of warrenty but he also told me that the tv would fail if I used it for a long time. He said if I have only used if for maybe 1 hours a day it would not fail but if I used it for 8 or more hours it was more likely to fail. When I started to explain to *** that I have other tvs that have lasted many years over many hours and never had this problem. The phone just happen to go slient and he was no longer on the line. But the phone was never disconnected. I called back and was put on hold after speaking to another agent. She was able to get my back in touch with ***. I did explain to her the problem with the tv and she was not able to help me. I spoke to *** again. He claimed that he tried to call me back and leave a message but the message would not or could not be saved. That is untrue because I don't have any kind of blocks on my number and the phone that I was on at the time a cell phone did not ring or show at anytime that someone called me or even tried to leave a message. I again spoke to ***. Explained I was not happy with the tv backlight not working on my tv and that at least they should send someone out to look at it and try to fix it even if it was out of warrenty. I explained I would contact the Complaintsboard.com my local new and twitter to try to get better help then what I was getting. *** then said that he could try to send it higher up but he would need a recipt. I had told him in the call before that I no longer had the recipt and that I had no way of getting it. I explained to him that I worked in customer service and that he should just put in his notes that I did not have it and when I said I bought the tv. I had no problem with saying that I bought the tv in 2019 and that it was over a year old. The issue I was having that I have never had a tv in the last 35 years died with in two years. It is also documented on the internet of other customers and on twitter of customers with this same issue. So it is a known issue and I should at least have something more then take it to a local shop and pay more money on something you paid around 400 dollars for. *** again said he would send it hight only after I said I would go on twitter and Complaintsboard.com about the issue. But if I did not have a recipt he would not do that. And He also said if I was in warrenty and did not have a recipt that they would not help me either with this issue. I explained once again I did not have the box or recipt the tv was working great then it just stopped working and that issue should at least be checked out by a tech from the company paid for by them to let me know what the issue is and if I want to put the money out to get it fixed or it I wanted to go with another brand. I disconnected the call after hitting a wall with ***. I only want what is fair.

I ordered a TCL C6 TV in 11.11 Sale on November 11th, 2018. Order no. [protected]. I'm yet to receive my package, I complaint to daraz numerous times (complain ID [protected]) and I have received no assistance in this regard. Daraz says that my package was shipped to TCS on 14th November but TCS says that they have received no package from daraz. I have already paid for the package and i'm unable to understand what is causing the delay. To this day i'm waiting for any useful response. Kindly investigate and solve my problem at the earliest.

Dear Sir or Madam,

On Feb. 26th of 2017, I purchased a 40 Inch TCL TV from Costco in Manassas Virginia. A couple days ago I noticed several lines which run horizontally and vertically on the screen in addition to a 3"x3" black box spot on the top of the screen. I then contacted Costco's technical department and they put me in contact with the manufacturer of TLC TV. The representatives of the TV manufacturer asked me to send some pictures of the TV which I did . Upon several attempts to follow up, I finally received an Email from them blaming the problem on dropping the TV! I mentioned to them that the TV has never been moved, pushed, dropped or hit and they insisted that I should go back to Costco. Earlier today, I visited Costco branch in Manassas and after a long argument with the Return desk ladies, I finally demanded to talk to the Manager. after I explained what I have been going through until now, Mr. Tom the General Manager reluctantly asked to see the pictures and refused to see the TV itself. I mentioned that I had the TV in my car and I wanted them to see that there are no evidence of any kind of impact on the TV and that it looked as new as the first day I purchased it. The Manager suggested that I should wait until Wednesday so he could talk to the technical department so he can get back with me with his answer. My complaint is this : I am a longtime devoted customer of Costco who appreciates the professional attitude of its management and buy from Costco with confident weather it has been, furniture, bedding, electronics etc.. . Costco offers 90 days rerun policy and this TV has been in our showroom only for 120 days. I am interested in having it repaired or replaced with the same TV which provides uninterrupted clean views for our clients to enjoy. It is unfair to keep the devoted client hanging in the air not knowing were to take the TV for repairs. My hope is that your company's representatives would make a just decision to keep a customer happy by taking care of this issue as soon as it is possible.

Respectfully,

Mike Farahmand

Floors For Life Inc.
MBR # [protected]

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