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San Diego, Orange and Imperial Counties

BBB Accredited Business since

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Description

This company offers consumer electronics manufacturing and marketing.

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Vizio meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Vizio include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 230 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

230 complaints closed with BBB in last 3 years | 165 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 0
Delivery Issues 2
Guarantee/Warranty Issues 50
Problems with Product/Service 170
Total Closed Complaints 230

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Vizio
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

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BBB file opened: November 14, 2013 Business started: 10/21/2002 in CA Business incorporated: 10/21/2002 in CA
Type of Entity

Corporation

Business Management
Mr. William Wang, CEO
Contact Information
Principal: Mr. William Wang, CEO
Number of Employees

1

Business Category

Audio-Visual Equipment - Dealers Electric Equipment & Supplies - Retail Electronic Equipment & Supplies - Dealers Electronic Instruments

Alternate Business Names
Vizio Inc
Industry Tips
Tech Support Scam

Additional Locations

  • 39 Tesla

    Irvine, CA 92618 (888) 849-4623 (949) 428-2525

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (888) 849-4623(Phone)
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Complaint Detail(s)

11/25/2014 Problems with Product/Service
11/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had purchased a Vizio 51" Smart TV on 1-12-2014. Over the past 2 months I have been having problems with the screen freezing. I don't have any other devices hooked up to the tv nor do we have any other devices to hook up to it such as a blue ray player or DVD player. They expect me to go running around the neighborhood to find someone who has one of these devices. I don't believe I should have to do this. By the way I'm handicapped and it makes it quite difficult for me to run around and find someone who has a device so I can test it.

Desired Settlement: I just want to get the TV to stop freezing.

Business Response: Dear Better Business Bureau Representative:


VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********.
As always, VIZIO takes any complaint reported to the BBB 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I just called Vizio and talked to ***** and she told me that the parts were apparently ordered and she would have to get back to me. I think that this is very poor service and how can they consider the case closed when they don't even know what's going on.


Regards,

******* *********

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********.
As always, VIZIO takes any complaint reported to the BBB 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.

11/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I PURCHASED A VIZIO 65" 3D TV IN SEPTEMBER 2012. THE TV NOW HAS A RED LINE ACROSS THE TV SCREEN THAT WILL NOT GO AWAY. I PAID $1800.00 FOR THIS TV, I CALLED VIZIO TO GET IT REPAIRED OR REPLACED, AND THEY ARE TELLING ME THEY WILL NOT DO ANYTHING FOR ME , ITS PAST THE 1 YEAR WARRANTY AND I WOULD NEED A NEW PANEL WHICH THEY SAID WOULD COST MORE THAN THE TV ITSELF. , THEY SOLD ME A DEFECTIVE PRODUCT THAT I PAID A LOT OF MONEY FOR NOW THAT I HAVE TO WATCH WITH A RED LINE THROUGH IT. I TAKE VERY GOOD CARE OF MY THINGS, AND THIS TV IS HARDLY EVEN USED. IT IS DEFECTIVE.

Desired Settlement: I WANT A REPLACEMENT, OR A FULL REFUND.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always,
VIZIO takes any complaint reported to the BBB 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 1.5 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 to assist the customer in replacing
of their VIZIO product]. 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.

11/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The TV is broken, its been over a month the service request case no ******* was created. Till date no repairs or replacement has taken place. Every step, I need to chase them. They refuse do anything. Today a service engineer, batch number 1365500 tells me a replacement TV was shipped, it should have been delivered to me by now. If it has not been delivered, he is sorry but cannot do anything more for me. Refuses to tell me how long I need to wait or if my TV will be ever be fixed.

Desired Settlement: I will rather get a full refund, then work with this company. I need to call them at every step, and instead being told I am not cooperating. Why should I be chasing them. Instead of they sending a service engineer, I had to send them photos of the issue.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always,
VIZIO takes any complaint reported to the BBB 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.

11/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: WOW from the other complaints I have read this seams to be a reoccurring issue. I bought my 48" Smart TV by VIZIO from Walmart for around $800.00. The tv was used for about 30 days, as I put it on the wall in my office about 7ft off the ground to make sure nothing was going to happen to it. Little did I know per SAM(343) with VIZIO there can be internal damage to your NEW tv that might not show up for several months. ( Nov. 3rd, 2014 2:30-2:50 is when this was told to me) Sam told me that if Walmart applied to much pressure to the screen or dropped the box that the damage to my TV could have happened then and it not show up for a couple months. It is alarming to me that VIZIO has a product they sell that could be damaged and no one know until after the 30 day return rule is up, meaning you don't have a chance at getting what you paid for!!...Even worse they admit this over the phone, which tells me they know its possible but they are not willing to stand behind the product and replace these issues such as mine. I will not buy another VIZIO and I hope the world sees this. Sam was really nice on the phone but basically said GOOD LUCK policy wouldn't let them warranty the TV. The guy before Sam is a great reflection on VIZIO they go good together, he treated me like it was his last day at work and didn't care what happened to VIZIO, me or anything else for that matter. He made me think he was trying to have a tv replaced through VIZIO warranty but VIZIO wouldn't take care of him either. Note my tv didn't have a scratch on the plastic or glass and you can see that it has been taken care of...... IF you plan to buy a TV I would say RUN as fast as you can from the VIZIO TV's, if you ever have to warranty it or have a problem they are going to make you feel like you are scum and you caused the issue. I wish they would just stop and think how they make please feel that actually didn't cause the problems. Made me feel like a piece of trash myself, I did nothing for this.

Desired Settlement: I just wish the company would stand behind their product and replace what should be replaced. I didn't make them offer the 1yr warranty. I will say that I bought the TV because of the warranty.... Walmart told me they were good about standing behind their product. Sounds like the sales man was probably sold to by VIZIO. Second, I wish VIZIO would talk to their customer service people, not everyone is trying to cheat the system.I don't think this will do anything but I hope people see it and run

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always, VIZIO
takes any complaint reported to the BBB very seriously.



Please be advised that VIZIO has determined that the VIZIO television in question
suffered a non-manufacturing defect. Copies of pictures VIZIO received from the
customer are attached for your review.  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 to assist the customer with the repair of their VIZIO product/other offer]. 
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.

11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Vizio TV from Best Buy in Sept 2013. A few days ago the TV stopped working. I was told by the support person that is a "Manufactures Defect" The entire LED Panel is defective. I paid $2200 for this TV. They should honor the defect if its by the manufacture. I have a TV i bought a year ago that doesn't work now. They offered me a new TV for $1299. Why should I purchase a new TV when mine should be replaced or refunded.

Desired Settlement: I want my money back

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********.
As always, VIZIO takes any complaint reported to the BBB 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
months.  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 to assist the customer with the replacement of their VIZIO
product].  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.

11/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased 70 inch led tv in February of 2014. TV was wall mounted and has had no bumps or impacts. Less than two months later (April 2014) TV had a dead line of pixels. Contacted Vizio and documented the damage through pictures requested by the company. Vizio replaced the device. Replacement took about two-three weeks to be completed. New TV was delivered and installed by contracted technicians through vizio. October 24th 2014. Television display went out. Set turns on, backlight seems to be the only display, no menu/input on screen. Contacted vizio. Performed hard reset on device as requested. Device still under warrantee, vizio agreed to replacement for tv, will update tv to current year model. Requested due to repeated failure in less than one year due to no owner operation fault that device replacement be expedited. After speaking with supervisor I was informed that it would be sped up as much as possible. Inquired why vizio could not have local contractors pick replacement device up at a local store and brought to house, and have device meant for replacement delivered to store to replace item in stock. I was informed that this was impossible. Tuesday October 28, 2014 2:45pm: received email with tracking for device. Scheduled to be delivered to area November 5, 2014. Contractor will contact for delivery. Upon looking at the timeline given, it is minimum of 8 business days (not counting the date of initial contact or any weekend days) until the device will be replaced. I was informed that normal replacement is 8-10 business days, and that by expediting the order a couple of days may be taken off the timeline. This does not seem to have been expedited in any way. The call went into vizio on Friday 10/24/14 in the evening. I was told that it would be processed by the warehouse first thing Monday (10/27/14) morning. I received no update until Tuesday (10/28/14) in the afternoon. I do not feel that vizio has properly dealt with this.

Desired Settlement: Two of the same tv have malfunctioned to point of replacement due to no fault of purchaser in less than on year. I feel that the company could have, and should have dealt with this situation in a faster and efficient way. The small amount of information I have been able to obtain about the situation has shown no level of elevated response by Vizio. If there was no way to replace the TV with one that could be obtained locally, there could at the very least been a faster way of shipping the replacement. Records show ground transport with a total of 6 days (excluding weekends) of travel time. In the meantime I am without a television, one which cost $1,500+ less than one year ago.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ******** . As always,
VIZIO takes any complaint reported to the BBB 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.

11/25/2014 Problems with Product/Service
11/25/2014 Guarantee/Warranty Issues
11/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: we bought this tv over a year ago now,4 months after we had it it got a line through the middle of the screen. about a week later they came with a replacement tv. about a week after they brought the replacement tv it started making a popping sound and would shut off. it will freeze a lot,sometimes we have to unplug it to get it to shut off. we have had nothing but trouble with this replacement. we contacted them a number of times,they kept putting us off.the warranty was still good. but now that the warranty has run out they tell us it will cost about $300.00 for them to fix it.i bthink this replacement was a refurbished tv. they say they have a warehouse of new tv's for replacements. i think when people send a tv back they fix it and send it to some one else. the replacement tv did not even have the stickers on it like our new one did. we spent a little over $1800 for this tv. and the one we bought was a led tv,i think they replaced it with a plasma tv. it is a lot heavier then our other one. it has a glare on it where the led doesn't. like i said the warranty was still good,but by the time they decided to talk to us it had run out. some of the customer service people were rude. i loved the first tv we had but this replacement is pure junk. i don't think the service people even put it in there computer that we called on the second tv. thanks *** *******

Desired Settlement: exchange or refund cash,either way we will try another 70 inch vizio,they were quick on the first problem but with the replacement they didn't want to do anything with.

Business Response:

Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always,
VIZIO takes any complaint reported to the BBB 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  
1.5 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 [our full courtsey repair service to assist the
customer with the repair of their VIZIO product].  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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

Regards,

*** *******  -    It has been a year and a half,but the replacement tv was still under waranty when we started complaining about it. they prolonged this long.  if they don't follow through i will let you know.  thanks for your help

11/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased ***** 240 hz television from Vizio 4 1/2 years ago and a 1 year extented warranty. The TV now has lines across the screen and after sending a picture of the problem and talking to them I was informed it is problem with the screen and TV would have to be replaced. When I purchased the TV I expected it to last at least 10 years. Last year I also purshed a 60" Vizio TV before the lines appeared on my 55". Now I'm regretting this purchase. A Vizio representative offered a new 55" 120 hz TV for $630.00 + tax. I can purchase the same TV they offered at Sam's Club for $598.00 + tax. What an incredible offer Vizio made to me! Since I have ***** 240 hz, I want to replace it with ***** 240 hz. They said the $630.00 offer is all they could offer.

Desired Settlement: I would like fair compansation on a new 55" 240 hz television. I paid $1784.00 +tax for my broken 55". I can purchase ***** 240 hz at Sam's Club for $778.00. I would like Vizio to offer a good discount on this TV to me.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always,
VIZIO takes any complaint reported to the BBB 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 3 years.  A  copy of VIZIO’s
warranty can be viewed online at http://www.vizo.com/warranty. In the interest of
providing customer satisfaction VIZIO has offered the customer [a replacement VIZIO
television at a discounted price to assist the customer with the cost of their VIZIO
product]. 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.

11/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To Whom It May Concern: I bought my Vizio TV, Sound bar, and Blue ray player in Florida on 2/5/2011. I know that blue-ray players are updated from time to time because of the unjust actions of others who take short cuts in the way of the world. I'm following your advise and called Vizio's customer service to resolve the issue of an firmware update. The number I called was ###-###-####. The first time I called was about two years ago and resolved the firmware issue with an update for the blue-ray player. I need to update the blue-ray player again,but this time when I called I can't resolve the issue of the firmware update. They keep trying to up sale me services that I don't need if they update my blue-ray player.Just looking to resolve the customer service issue with a update that's all. The customer service manager did not want to resolve the issue. I know they record the customer service calls coming in to the call center. All I want was for the player to work that's all. As a full time student money is hard to come by and living off school loan it is even harder to because by the time I receive the loans I owe almost 3/4 of it. I really do not have the money to buy another player. So your help would be great and I'll be thankful for your services. Have a great day.Thanks.Sincerely,******** *****

Desired Settlement: Just a firmware update would be fine. If Vizio would like for me to ship the player back to them. I would do it. Just as long as the player comes back to me in working condition would be great.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always,
VIZIO takes any complaint reported to the BBB 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 3 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
product free of charge to the customer].  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.

11/18/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have called and spoken with warranty support several times for this company due to a television that will not work and was only purchased in April of this year. I came home and turned my tv on expecting it to work as it should. However that was the furthest from the case. The top left corner of the screen is all weird looking and the entire picture shakes violently at random intervals. Upon speaking with Vizio they have informaed me that it is physical damage and they will not cover the damage even after i repeatedly told them ... I LIVE ALONE !!! NO ONE IS HOME ALL DAY EXCEPT WHEN I AM HOME !!! They insist there was damage to the screen. Being as I live alone had I walked in and found the TV on the floor I would have expected that however I came home and it was still on the stand that it was on the day I bought it. NO PHYSICAL DAMAGE COULD HAVE BEEN INCURRED AS I WAS NOT HOME !!! Customer service has even gone as far as to tell me that someone had to be in my home because it had to incur someone doing something to it to end up this way .... That is ABSURD !!! They refuse to be of any help and I refuse to accept the answer that I did something to the television when I wasn't even at home and could not have nor will I accept them telling me someone came into my house and damaged it even though I am the only person with a key ....

Desired Settlement: I would like this product replaced and possibly upgraded to a bigger size since I have been dealing with this issue since August ....

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always,
VIZIO takes any complaint reported to the BBB very seriously.



Please be advised that VIZIO has determined that the VIZIO television in question
suffered a non-manufacturing defect. Copies of pictures VIZIO received from the
customer are attached for your review. 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 tried to contact the customer several times to offer the customer
 [a replacement VIZIO television at a discounted price to assist the customer].
VIZIO has been unable to reach the customer regarding this matter.  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.

11/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company is introducing a wireless security flaw into their smart tv's and refuse to fix it. They claim that their tv's require to broadcast a wireless signal for file sharing purposes, when the tv was not broadcasting a signal for months until Vizio released a firmware update. TV is already connected to home network via Ethernet, and does not need to be broadcasting a signal of its own for file sharing purposes when it had no problem file sharing before the new firmware update, let alone allowing everyone in my apartment complex to know that i have the tv. called customer service and they will not change the firmware for the tv even after pointing out the security flaw. TV can be hacked because it is broadcasting a signal, which once hacked, will allow the hacker to gain access to the rest of the network through the tv. Vizio refuses to at least allow the option to disable the tv from broadcasting. If someone hacks into my network through the tv (which at this point is the only exploit into my network) all personal information including financial information will be at risk. Vizio representatives are promoting the exploit into everyone's home network that happens to own a Vizio Smart TV, which is morally wrong. They should not be allowing the exploit to continue let alone insisting that the exploit will not harm my network. Vizio did not inform me of the firmware update, or inform me that the tv will start broadcasting its own signal, if they had i would have opted out of the firmware update.

Desired Settlement: I only want a firmware update to be released giving the users the option to disable the tv from broadcasting it's own signal while connected to a network, if other people choose to allow an exploit that they can't secure themselves, that is that persons choice.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)
notice regarding complaint number ********. As always, VIZIO takes any
complaint reported to the BBB very seriously.



Please be advised that VIZIO’s engineering department has reviewed this
complaint, and has determined that there is no security risk or vulnerability
to hacking as suggested in the customer’s complaint. 



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

11/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a Visio blur ray player model vbr133 that will no longer play new DVD’s. I updated the firmware (dated 2012) on the player but it states my player needs an update. I contacted Visio only to be told there was no recent update for my player and they couldn’t tell me if or when there would be. I updated the firmware on my blue ray player however, it still will not play the movie “X-men days of future past”, I continually receive a warning my player needs an update. I noticed the update I downloaded was dated for 2012. Is there another firmware update or will there be one in the future. if not, why not, as I paid good money for the player and TV ( over $9700.00) which is only about two years old, if not I will make it known to everyone near or far not to purchase another Visio as they can't keep up with the updates. I will also notify FOX 45, WBAL, WJZ, WMAR, The Sunpapers and other local news stations notifying them of the problems found with your hardware/software updates, making the player obsolete after only 2 years.

Desired Settlement: get a firmware update or some type of compensation

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always,
VIZIO takes any complaint reported to the BBB 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 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 product,
free of charge, to assist the customer with the repair of their VIZIO
product/other offer].  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.

11/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a Vizio Smart TV from Sam's Club on May 4, '14, was told by salesman it was the best in it's class. Within 2 wks, remote was not functioning. Changed batteries, fiddled with remote a few times & after a few weeks of this crap, we contacted them at 888.849.4623 on June 22, 2014; spoke with Sean & James from their customer service dept, gave me CASE # *******, had me run over a few "trouble shooting" ways to get remote to work, which it did. Called again on July 17 for same issue, spoke w/Josh, ran over same trouble shooting ways & how to reset the remote to get remote to work & asked if this was an issue with all their TV's, "NO", but he did walk me through it & offer to send out a new remote for us, which we received on July 22. On August 17, it was happening again, with a new remote to which I had to call again & spoke w/Anna. At this point, I was very annoyed with the product, requested my money back but they said they could not, but offered yet one more remote, to which I denied their request. I spoke w/manager, Aaron who said they could offer a "left over" TV, but could not refund us. I was not happy at this point, so accepted a new TV, hoping it would resolve the "remote" issue. Received new "left over" TV on Sept 13, 2014 & all was fine, until 24 hours later, the remote was not working again. Once again, I had to call Vizio, spoke with Jonathan & explain that I was extremely annoyed because my NEW TV & remote was NOT working, could NOT turn on the TV & I needed to know how I could get my money back. They said they could not refund my money at this time. After waiting on the phone for over an hour, with Jonathan coming back on for 1-2 min at a time, I asked to speak to a manager, to which he said, "I will have to put you on hold again until one is available", so I waited. A woman then picked up & said I would have to continue to wait another 5 or so minutes & when I refused, I asked her her name, told her I was contacting the BBB and she hung up.

Desired Settlement: I am requesting a FULL REFUND for the product I purchased.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always, VIZIO
takes any complaint reported to the BBB 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am dissatisfied with their decision stating they covered their end of the VIZIO warranty and consider the case closed.  The case is not closed because we have not yet received our warranty refund of $399+ tax refund as stated by VIZIO on Oct 2, 2014 under reference code # *********.  They were issuing us a check and we could call back to check on it within a week.  It's been well over two weeks and still no check in the mail.   I did receive an email from them stating they were sending "something" out on Oct 7th but when I checked the "shipped" date, I kept getting a notice stating it was not yet shipped out.  So, we called tonight and they asked us if we still needed a box.  We told Presley that we had not yet received our check for the refund; she said they can't issue the refund without them receiving the TV first.  So, she is now sending out another attempt for a box, same exact email was received as the first one on Oct 7 and is below (from VIZIO).

I am not happy about having to box up and ship out the package not knowing if they will actually receive it, claim it might be lost, or damaged during shipping.  I will not be held accountable once it leaves my house and to further aggravate the situation, they won't send my refund back until they receive the TV.

So, my question and plea now is .... NOW WHAT?

Appreciate your assistance, but in any circumstance, no one would feel comfortable doing this.  They can't even tell me WHEN they will mail the refund out.  And I was under the assumption it was already mailed out.  Unacceptable.  I would appreciate the refund FIRST and then they can send out a box to be picked up by Manna Shipping.

Dear Valued Customer,

Thank you for contacting VIZIO. Your Service Request# is: *********

Click on the link below to track your Service Request:

http://crmsupport.vizio.com/WebStatus.aspx

If you need to contact VIZIO support again, please reference your Service Request# provided above.

If you are shipping a VIZIO product:

We will notify you via email when the product is shipped and/or received.

Thank you for choosing VIZIO.

 

VIZIO Support Team

**This is a system generated message. Please do not reply to this e-mail as this is an unmonitored address.
If you have questions or need further assistance, please visit  http://VIZIO.custhelp.com/app/home



Regards,

***** *******

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number********. As always,
VIZIO takes any complaint reported to the BBB 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
is has handling this complaint under the terms of VIZIO’s warranty. 

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I am very dissatisfied with the entire refund/return/pickup has all be played out.  Honestly, they never respond to your request with any personal flair to the actual situation.  Below is their response to EVERY ISSUE that you've presented to them.  I had to fight for my refund, remain on hold for minutes, probably hours, discuss over and over again with everyone I spoke with my dissatisfaction with their product, until I FINALLY was presented with "Yes, we will refund your money for the TV".  Well, the pick up of the TV has been a disaster and just found out that even though the TV was scheduled by a VIZIO representative for Saturday, Nov 1, the TV actually went BACK to the delivery companies warehouse where it sat until I reached out to them to find out why my tracking number kept coming back "Shipment not found".  Last night, one of the Manna Representatives (Nia) had called me to let me know the TV was NOT shipped back, only brought back to their warehouse because they had NO OTHER INFORMATION from VIZIO as to WHERE to ship it.  So, instead of the TV being picked up and shipped out and delivered before Thursday, the day VIZIO cuts checks, it was SHIPPED BACK TO VIZIO on Thursday, today, November 6th.  So, we NOW have to wait possibly another week before our check is cu, to which I don't even know at this point if I am going to be getting getting anything.  I am sure they will find something to dispute.  So, that is my REJECT OFFER and "I do not accept the response made by the business to resolve this complaint" ..... I WANT MY COMPLETE REFUND ASAP .... They wanted their TV back, which they set up, they messed up and now will pay up!!!

Their COMMON response to EVERYTHING ...
Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number********. As always,
VIZIO takes any complaint reported to the BBB 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
is has handling this complaint under the terms of VIZIO’s warranty. 

 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
]

Regards,

***** *******

11/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Vizio new television on Jan 23, 2014. In April of 2014 the TV developed a vertical green line that was permanently affixed on the the screen. Vizio replaced my TV, unbeknownst to me, with a refurbished TV. In August of 2014 the refurbished TV began powering off. After being told by a combative employee that Vizio will not provide me with a refund and stating that I was not satisfied with that, it was agreed that a refund would be approved. I was sent a box large enough ship the TV. This TV has now sat in that box for 6 weeks. Vizio never informed me that it was my responsibility to reach out to them once the box had been filled. Once this was discovered, I spent the next 4 weeks speaking with 4 different Vizio employees about how to get the box picked up. Every employee has sent me to another service provider, none of which have helped. I have finally realized that Vizio is not acting in good faith and is drawing this process out in order to make this a very frustrating process. I think it is quite obvious that Vizio is not acting in good faith. This is unacceptable.

Desired Settlement: I think the fair outcome is, at the very least, a full refund of my money.

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ******** . As always, VIZIO takes any
complaint reported to the BBB 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was told that I would have a refund in 7 business days after my TV was finally picked up. It has been 9 business days and still no word from VIzio. This is unacceptable. 

Regards,

**** ********

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always,
VIZIO takes any complaint reported to the BBB 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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

Regards,

**** ********

11/6/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I am currently having an issue with Vizio's return policy. I purchased a Vizio E241i-A1 Smart TV earlier this year, and recently when I tried to connect the tv to the pc, I discovered that the hdmi port was not working. I contacted customer service and was asked to try various other devices and cables to confirm that the hdmi port was, in fact, not working. I contacted customer service again, and was told that the item was under warranty, and that I would be provided with an address that I could ship the item to for repair. I was very surprised to learn that I was expected to pay the return shipping for a defective item that is still under warranty. And as it is a large item, the cost would not be negligible. I do not know if this is Vizio's standard policy, because in reading through the other complaints in this section, I did not find anyone else required to ship their items back at their own expense. I feel that this response is unacceptable, and I know from my own experience in fifteen years of returns processing for a large mail order company that this is not standard industry policy.

Desired Settlement: I am willing to work with Vizio to resolve this issue. I would happily accept repair or replacement, but I am unwilling to pay the shipping to return this defective item.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always,
VIZIO takes any complaint reported to the BBB 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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

Regards,

****** ******

11/6/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Im purchased a Tv from Costco,,a Vizio,,the warranty says one yr..in the box..i reported issues with it the 1st couple months ,they sent a new remote..month 13 the tv sound went...i called Costco Concierge desk and they hooked up with vizio..after two vists the tv is un repairable..so they call and say there send a tv from the FACTORY..when i question that they said factory re-certified...I told them im did nto want a used Tv..they said that..they were returns from overstocking..and not refurbished.I went to Costco business center yesterday and thre out there as re furbished..the clerk said they get them repaired sell tehm at a deep discount 30 warraty..so the tv i paid 600.00 13 months ago i cna by uised for 229.00..I want iot replace with a new tv not some one esl problem..They are actually In violation of the warranty act..I tried to get Ax tor replace under there extended warranty..but they called Vzio and they told thenm it was tow years but its not in wrioting,..and oer the warranty act.of the tbe consumers affairs office it has to posted written clearly b4 purchase and a copy with the the purshase and mine says one yr...this is illagle and bait and switch

Desired Settlement: Or replacement with equal tv NOT USED OR RECERTIFIED...

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number *******. As always,
VIZIO takes any complaint reported to the BBB 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

10/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Reference Number: ******* Vizio Television Model E601i-A3 Serial Number: *************** I purchased a 60” Vizio TV from the Lawton, OK Sam’s Club on 2 January 2014 at 1324CST for $888 plus tax and also a 2year service plan from Sam’s Club for an additional $59.88. So far the television has been great (I also own two additional Vizio TVs in my home.) On Friday, 26 September 2014 at approximately 6pm my two boys and I left the home to attend a high school football game. The television was working perfectly before we left; when we returned at 1030 pm the television would not turn on. We noticed a small crack in the front of the screen (just to the right-bottom off center.) I felt for cracks and could not feel any. I first tried contacting Sam’s Club and was informed my warranty for the first year is covered by Vizio and not Sam’s Club. I sent the pictures and copy of my original sales receipt as requested by Vizio and was rejected for reasons of, “Non-manufacturer defect.” I explained it had to be, due to the fact no one was at my home during the time the so-called “crack” happened. I even offered to meet supervisor “*****” half-way with a replacement television (he made the offer.) However, the offer was misleading, because a better offer was available at Amazon. (I sent the screenshot of that better offer) I also tried to get this worked out with the manager Sam (badge number 343) I guess he lost his patience with me and stating raising his voice and offered me this email address. I asked for a phone number of corporate office.

Desired Settlement: Bottom line, all I am asking for is fairness, I am a 90% disabled veteran who still serves his country by teaching new military recruits their job as they enter military service. I am a registered minister in Comanche County , OK (an internet search at OSCN can prove that) I pretty sure I can get a statement from the alarm company stating no one broke into my home on Friday night to damage the television. I did take a selfie of myself and my finance’ at the game and I posted score updates on the **** ******** page during the game to prove I was at the game. I do not know how much more I can do to prove my integrity about all of this. Please help me on this and do what is right. Repair or Replace my Television.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)
notice regarding complaint number ********. As always, VIZIO takes any
complaint reported to the BBB very seriously.



Please be advised that VIZIO has determined that the VIZIO television in question
suffered a non-manufacturing defect. Copies of pictures VIZIO received from the
customer are attached for your review. 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/our split cost repair service to assist the customer with the repair
of their VIZIO product/other offer].  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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[

The “Non-manufacturer defect” Vizio refers to still does not explain how the television was working when we left the home and was not working we when returned home. As I stated over-and-over no one was in the home to have caused an impact point to the television. We have a motioned security system at our home.

As for the “less than retail” deal that was offered to me; it was a Visio ******** for $700 even (including Shipping) I have found the same deal on-line for Amazon Prime customers and once on New-egg and Tiger Direct. This was after I was assured by a Supervisor ***** I would be meet half way. So-much for “split” the cost.

I still desire to work with Vizio to try and work out a fair arrangement. I have seen other reviews of people with similar situations. Vizio claims there is a barrier that prevents damage from the inside and implies the “CUSTOMER MUST BE LYING!”  Meanwhile I have a 60” television downstairs still just sitting there.

This entire situation has been causing me undo stress plus being 90% disabled having to go constantly up and downstairs to watch TV in my bedroom now has been causing be more physical pain.

I pray Vizio corporate from California will reconsider and reopen my case and do the right thing.

]

Regards,

****** ******

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always, VIZIO takes any
complaint reported to the BBB very seriously.



Please be advised that VIZIO has determined that the VIZIO television in question
suffered a non-manufacturing defect. Copies of pictures VIZIO received from the
customer are attached for your review. 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/our split cost repair
service to assist the customer with the repair of their VIZIO product/other
offer].  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.

10/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi BBB, I am writing because I have a 55inch Vizio VF550M that has stopped working correctly 3 months ago. I can no longer control the volume or the power of the TV from my remote. I have spent countless hours looking on every site possible for a new IR sensor, but for 3 months now, not a single company has an IR sensor for my TV. 2 months in, I contacted Vizio and after about a week, I got an email from them saying to try 3 different companies - all of which I had already tried. How is it possible for every single company to be entirely out of this one particular sensor for such a long amount of time. This leads me to believe that Vizio is currently in the act of scamming people. I was more than willing to purchase one, but now that I have been without it for so long and no company selling them I can come up with no other conclusion. Is it a move to force people with no knowledge of their equipment to buy a new TV?

Desired Settlement: Far too much of my time has been wasted. I now want Vizio to make and send me the appropriate IR sensor for my TV. Thank you BBB.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always, VIZIO takes any
complaint reported to the BBB 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 3 to 4 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. We
have also provided him with a website where the customer can purchase the part
he is inquiring about. 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This TV is only 5 years old.  Nothing should be wrong with it.  However, since there is, the pieces should be readily available.  It is abundantly clear that you make a crappy product.  Over a $10 piece that I cannot get a hold of, you will not get my business and I will steer as many other people away from your brand as I possibly can.  Dispicable service and product!!!!  

 
I hope this helps anyone looking into getting a Vizio.  

Regards,

******* ***********


Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always,
VIZIO takes any complaint reported to the BBB 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 3 to 4 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. We have also provided
him with a website where the customer can purchase the part he is inquiring
about].  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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They did not read the complaint at all.  They sent me a link to a company, of which I had already tried - pathetic!  There product is only warrantied for a year?  That makes sense because it is a garbage product and their customer service is far worse.  I will gladly contribute to the negative publicity of this product.

Regards,

******* ***********


10/30/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Last year - i contacted vizio because i was having trouble with my television. Vizio customer service reps were very rude and nearly completely unhelpful. After much fighting, i finally was able to get them to send someone over to repair my tv, as it was within warranty. Within a couple of months, i started having the same problem with my tv again. Vizio told me i was no OUTSIDE of the warranty - but i was initially told that the repair would extend the warranty. They told me to contact the repair company, the repair company told me to contact Vizio. I paid a lot of money for this lemon of a tv, and they won't do anything about it. I will not pay to repair the tv, because that has already been done once and didn't work. The people with whom i dealt with at vizio acted like complete criminals: evasive, twisted my words, said they'd call back, and didn't until i was further outside of the warranty, passed the buck, and didn't make good on their faulty product. They even lied and said that the problem i was having was a problem they hadn't heard of before. Meanwhile, the problem is discussed over various sites on the internet. When i told Vizio this, i was told, "you can't believe everything you read on the internet" as if there are groups of people out there making up issues with their televisions that just happen to be the exact problem i'm having. I was also spoke to with extreme disrespect. I'm curious where they find their rude, uneducated employees...

Desired Settlement: I'm sick of dealing with the impaired individuals at Vizio. You "fixed" it after much fighting on my part and then it started having the same problems. The tv is garbage. Just refund my money in total. So long as this is taken care of (for one and for all), i won't request additional funds to cover my time and stress in dealing with this issue.

Business Response: Dear

Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always, VIZIO takes
any complaint reported to the BBB 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 1 year.  A copy
of VIZIO’s warranty can be viewed
online at http://www.vizio.com/warranty. 


In the interest of providing customer satisfaction VIZIO would like to offer the customer a
replacement VIZIO television at a discounted price, however, VIZIO has not been
able to get a hold of the customer to make this offer.  If the customer
would like to accept this offer the customer will need to call VIZIO’s customer
service department.  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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My experience with Vizio has indicated a poor quality product and terrible customer service (seemingly poorly trained, rude, and unwilling to resolve the issue). The offer to give me a refurbished television is not acceptable.  I have no idea the quality of this tv.  I choose to purchase new electronics so that I know the history of the product.  And, based upon my experience dealing with rude and unhelpful Vizio representatives, I have no desire to deal with Vizio any longer.  Someone can come pick up the television and give me a full refund.  This is the only option that i deem acceptable.  Dealing with Vizio has added much unnecessary stress to my life.  After paying a chunk of change for an inferior product, i was ignored and treated in a disrespectful manner.  Based upon this experience, I don't have any faith in this company to make this right.  I've spent a YEAR of my life dealing with this.  I'm done. 

It's a great shame that i've only received this offer AFTER having gone through the BBB.  Vizio should be ashamed at the way they treat customers - i've put much time into attempting to resolve this and only have frustration to show for my efforts.  Let's sever our ties.  Give me my money, i'll give you your TV - DONE.

Regards,

***** *****



Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ******** . As always,
VIZIO takes any complaint reported to the BBB 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 1 year.  A copy of VIZIO’swarranty 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/our split cost repair
service to assist the customer with the repair of their VIZIO product/other offer].  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.




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Vizio provided an inferior product and has declined to provide for it's repair.  On one occassion, a repair company came to my home - but only changed out a part that they suspected may cause the issue.  It didn't resolve the issue.  When i talked to "Josh" today - he stated that i did not call back within warranty.  I did.  I have been sold a lemon, it was not repaired, and then Vizio ignored my requests for assistance.  Now, they are suggesting that i purchase ANOTHER television.  It doesn't make sense, nor is it fair.  I would like them to pick up this television and refund my money.  I have spent many hours of my time dealing with their antics.  I'm done.  They pick up the tv, they pay me my purchase price and my communication with them will cease.  My receipt is attached.

Regards,

***** *****


10/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a 70 inch Vizio tv from SAMs Club in December of 2014 and it has now been out for almost a month. When it first went out we called the customer service and they told us someone would be here to replace the part and knew what was wrong. We were told a bad batch of this tv model went out. After having to wait a week and several appointment changes the service guy showed up with the part just to immediately say as walking in the door, "just a warning we have worked on several of these tv's with no luck of fixing them." Of course he was right and could not fix the problem. We gave it a day for the paperwork to be turned in and called customer service again. They informed us that a brand new unopened tv will be replaced, but wouldn't be here for another week about the following Wednesday or Thursday and they would call with a time. Wednesday came around so we called for an update and they said it would be another week and the following Tuesday. After feeling walked on and it taking a month for a replacement we asked for a manager who did not care and was rude. Basically said he would not do anything further. Another employee told us a new warranty would be issued with the new replacement and that too was a lie. It is only a 90 day warranty not a one year warranty. Then specified this will not be an unused unopened replacement! We keep getting different information from different people. How is it not a brand new replacement item when the tv was under a year old? I paid for a brand new tv not am opened one! We have done research just to find that this model is not any good and any replacement will have an issue. We would like a refund or at least a brand new unopened tv with a one year warranty. Especially after waiting a month and being constantly lied to. Customer service is awful.

Desired Settlement: We would like a complete refund after doing research to find this tv model is no good. We did not pay 1500 for a tv that is not brand new.

Business Response: Dear
Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)
notice regarding complaint number ********. As always, VIZIO takes any
complaint reported to the BBB 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 is working towards a resolution to close this matter.

 

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have been lied to numerous times. I was told that my tv was in my home town of bakersfield and given the number to contact the company. I contacted the shipping company and gave them the tracking number and they said they had nothing for me. I called Vizio back and explained to them that I was getting frustrated and was suppose to have my tv weeks ago. I talked to Vizio employee josh and asked him if I could talk to someone from the executive response team. He put me on hold and said he talked to his manager Edward and what they could do is call me back within 48 hours. I asked if there was anyone higher in authority to talk to and he told me no this is it. I told him how frustrated I was and he didn't seem to care. I told him I hope to receive a call back within the 48 hours but I don't expect it because I have been lied to on the status of my tv constantly. 3 days go by and still no call. Talked to a representative and they tell me my tv is in my hometown of bakersfield and that I have to call them and schedule an appointment. I don't see whyni should have to contact them, but I did and once again they did not have my tv. Never received the call back from Vizio. I have 4 Vizio televisions in my home and will never purchase another Vizio product because of how poorly this defective tv issue has been. 
Regards,

******** ****

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always,
VIZIO takes any complaint reported to the BBB 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.

10/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased a vizio smart tv via amazon in 2/14, when i received the tv i noticed when i turned on the tv that there was a white line with colors on the top of the screen, i didn't call vizio cause i thought once the tv warmed up it would go away, it sure did, it started to disappear and it would show up once in a while. inmay 29 2014 i went out of the country till 7/2/14 and when i finally turned the tv on i noticed there was no longer a white line but black blotches in different parts of the screen. i contacted vizio and they told me to send pictures which i did via email. according to vizio they say that i hit the tv or dropped it, i am a christian, i don't lie and i never dropped nor hit my tv with anything, i spoke with 2 employees and 3 supervisors which didn't help me and were very rude, they told to contact my extended warranty which i did and they told me that would be with the manufacturer guarantee. Please help me, i bought this tv to enjoy once in a while since i am disabled and don't go out much. i chatted with vizio today 9/8/14 and they offered me a discount if i purchase a new tv. i live on a fixed income and i just want a replacement.thank you Product_Or_Service: vizio smart tv 24 Order_Number: *******************

Desired Settlement: DesiredSettlementID: Other (requires explanation) a replacement and also a settlement for all the suffering they put me through and for insinuating that i am a liar.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always, VIZIO takes any
complaint reported to the BBB very seriously.



Please be advised that VIZIO has determined that the VIZIO television in question
suffered a non-manufacturing defect. Copies of pictures VIZIO received from the
customer are attached for your review. 
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/our split cost repair service to assist the customer with the repair of their VIZIO product/other
offer].  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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


the tv set I purchased has never fallen or been hit by any object since I live alone.  i was out for a month and when i returned this is how i found my tv, then what am i to do?  i just want my tv and with what i receive every month i can't afford to buy a new tv even if they offer a discount.  Only God knows this was not damaged or hit or anything.   I guess i will have to wait another 5 years and save in order to get a new tv that is not as bad as this one.  it is not even a year old.I appreciate your help.  i don't know if there is anything else you can help me with, but thank you


Regards,

****** ** ** **** *****

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always, VIZIO takes
any complaint reported to the BBB very seriously.



Please be advised that VIZIO has determined that the VIZIO television in question suffered
a non-manufacturing defect. Copies of pictures VIZIO received from the customer
are attached for your review. 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/our split cost repair
service to assist the customer with the repair of their VIZIO product/other
offer].  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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

Regards,

****** ** ** **** *****

10/21/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a Vizio HDTV as a gift with model# ********* and serial# ***************. The TV has vertical lines when plugged into a power source. I have contacted the manufacturer and they have refused to honor the warranty.

Desired Settlement: Repair or Replace the HDTV

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always, VIZIO takes any
complaint reported to the BBB very seriously.



Please
be advised that VIZIO has determined that the VIZIO television in question in
this complaint was purchased from an unauthorized reseller.  A copy of VIZIO’s warranty can be viewed
online at http://www.vizio.com/warranty. The VIZIO television in question is
currently operating normally and the customer is aware of VIZIO’s warranty.



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.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

Regards,

**** ***********

10/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio 40" smart TV. After taking it home and using the Netflix app I noticed the TV would completely shut off. After calling support and resetting the TV and changing some DNS settings it still had the same issue. After calling them again they informed me it was my network sharing from my laptop. So I turned network sharing off and the same issue is happening. So called again and was told they would finally replace or fix the TV but after waiting 4 days for a call from the service department I noticed an email saying that the parts to fix the TV are now on back order. Once I called Vizio in regards to the issue of the back order parts they informed me that there is no longer a back order and that I would be contacted and not to worry. At this point ** ******, who is the subcontractor that Vizio contracts for off site warranty repairs in my area, contacts me. I set up a date for the repair tech to come out to my residents on 9/27/2014. The repair tech (who is a **** at ** ******) calls Vizio to open up a ticket showing he was on site at my home. After that I can see the repair tech is not that knowledgeable in his filed. I work in technical support myself and the repair tech was asking me how to factory reset the TV that he was there to fix. The technician tried convince me multiple times that the issue wasn't the TV by saying it was Netflix or "my online connectivity" is turning my TV off. After four hours of the tech calling Vizio and changing the main board as well as the power board and running test making sure there aren't any shorts in the TV nothing had been fixed. The technician also told Vizio technical services that he did troubleshooting that was never done. He told Vizio that he hooked up to my network with no issue when that was never done. This is just a very small part of what has happen. PLEASE Help BBB

Desired Settlement: I would like a replacement of a different model to help to mitigate any future issues

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always, VIZIO takes any
complaint reported to the BBB 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.

10/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My 42" TV was scheduled to be repaired on 09/13/2014. The customer service rep informed me that my appointment was scheduled for the morning. I took the day off of work to be present. Additionally I was informed that the tech would have all parts and repair TV that day. Around noon on the 13th I called Vizio to check on when the tech would be by. The Vizio customer service rep gave me the number to a third party. I called the number and was direct to a voicemail. I called Vizio back and now they state that the third party is closed on Saturday and Sunday, even though I was scheduled by Vizio to have my TV repaired that day. Additionally, they state the third party has not received parts to repair my TV and I should just wait for them to contact me. They informed me that I would again need to schedule a repair time, which means another day off of work. My two days off of work to repair this TV would pay for a new TV.

Desired Settlement: Instead of requesting me to wait for an unreliable third party to contact me and then require me take an additional day off of work to wait for a repair man who did not show the first time, I request that Vizio allow me to simply exchange the TV or compensate me for an additional day off of work. People with families that rely on hourly pay cannot afford to take additional days off of work because of Vizios mistake.

Business Response: Dear Better Business Bureau Representative:


VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)
notice regarding complaint number ********. As always, VIZIO takes any
complaint reported to the BBB 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. 

10/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: It has been 2 months since vizio sent me a replacement tv that they confirmed was faulty. I have had to schedule 5 days to sit and wait for nothing! And I still have no tv. I have taken 3 days off work (700.00 in salary)and stayed home 2 days of the Labor Day weekend because I was told it would be delivered over the holiday weekend due to prior complaints. Still no tv and have not been contacted. At this point I believe the tv has been stolen or damaged or lost. I have requested a refund and a address to return faulty tv but have had no response as of yet. I will not except the tv that has been traveling or sitting in truck or who knows what else for the last 2 months. I demand a refund or new tv.

Desired Settlement: Refund or New tv so I know it hasn't been in someone else's house for 2 months.

Business Response: VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that the VIZIO product in question in this complaint is covered under VIZIO’s manufacturer’s warranty.  A copy of the warranty can be viewed online at http://www.vizio.com/warranty.  A VIZIO customer service representative has been in contact with the customer and worked with the customer and VIZIO's third party delivery service to arrange for the delivery of the customer's replacement VIZIO product.  VIZIO has also agreed to extend the customer's warranty on the replacement product from 90 days to 6 months due to the time delay in delivering the replacement product to the customer.  The customer has accepted VIZIO's offer.  Accordingly, VIZIO considers this matter resolved.

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

A ninety day extension on the warranty was not a concession, it was a given seeing as I've had been without a television for three months. Additionally, Vizio missed the FIFTH delivery date that was scheduled for 9-19-14. I contacted them, (as I did not recieve any type of phone call the day prior as promised), was told they could not locate the driver, but that I was definetley scheduled for delivery, and they would call me right back with the estimated time. Needless to say I never recieved a call back or my television. I have been given a 12 hour window during a work day or holiday weekend on 5 separate occasions, and they have failed to show or even contact me during or after every missed delivery. I have gone directly through Vizio after three missed deliveries by their represetatives, and their involvement has done nothing to correct the problem, it has in fact furthered it as now two additional deliveries have been missed. I have lost a great deal of time and money trying to collect the product I purchased from Vizio, and am out that IN ADDITION to the money I feel I've lost by purchasing a product I apparently cannot obtain from this company. I have never experienced a lack of customer service to the extent that has been displayed by Vizio, and I believe their refusal to either deliver a product or return the funds they recieved for that product rises to the level of criminal misconduct. Vizio apparently considers this matter resolved, however, I most certainly do not agree with their assessment, and I feel at this point I have no choice but to contact an attorney to see that it is. 

Regards,

******* ******

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********. As always, VIZIO takes any
complaint reported to the BBB 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.

10/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had purchased a Vizio smart TV through Walmart, I do not have the receipt (it was only 2 months ago & still under warranty). I have called vizio to tell them my issues and they had me do steps that messed up the TV even more. I had then asked about the warranty to just go ahead and replace it, and they had told me that my TV was "purchased" then "returned" then "sold again" so they can not honor my warranty. This is because when a TV is purchased and then returned, it no longer allows a warranty. This is not fair since this TV is NEW to me. I was NOT aware that this was a returned TV.

Desired Settlement: I would like Vizio to honor my warranty, and replace/fix my TV.

Business Response: VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that the VIZIO’s warranty covers new products sold through authorized distribution and retail channels.  Upon review of the product at issue in this complaint VIZIO has determined that this product was purchased at a Walmart and later returned to Walmart.  VIZIO requires a copy of the customers receipt or proof of purchase to show that the product was purchased through an authorized reseller as a new unit and not a refurbished unit.  Refurbished VIZIO products sold through retail channels are not covered under VIZIO’s warranty.  These products are sold “as is” by the retailer.  A copy
of VIZIO’s warranty can be viewed online at http://www.vizio.com/warranty. If the customer was unaware that they purchased the product “as is” then VIZIO recommends that the customer reach out to that retailer directly.

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I purchased it FROM Walmart, they NEVER said it was used or anything. I then registered it, and now you are saying that I am not able to get it fixed, because Walmart sold me a used TV? As a customer, I had no idea.  I CLEARLY have the TV in my possession, and I have the serial number. The TV was working fine for months until this started happening. This is the 2nd TV I have purchased from you guys, and honestly will be my last. I have never dealt with such a money hungry company before. You are not willing to help me, because of something that was done without my knowledge? That doesn't make sense at all. IF you cared about your customers, you would be seeking a fix for this issue.

Regards,

**************

Business Response: To Whom
It May Concern: VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business
Bureau’s (“BBB”) notification regarding BBB complaint number ********. As
always, VIZIO takes any complaint reported to the BBB very seriously.

 

 

In the
interest of providing customer satisfaction, a representative from VIZIO has
made several attempted to contact the complainant to further discuss this
complaint; however, we have not been able to reach the complainant at this
time. VIZIO will attempt to contact the complainant again in an effort to try
and to come to a resolution regarding this complaint.

 

 

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.

10/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Vizio TV in December 2013 and six months later it began to malfunction... Vizio scheduled for a repair... Since July I have been through several no show appointments, "last minute" reschedules, appointments where the tech showed up without the parts, and ***TWO defective USED replacement TV's. Vizio has agreed to refund me my purchase price however I am expected to hand over my TV to some no name delivery driver and hope it makes it to California from Akron Ohio safely! If and when it arrives in California it will then be checked/verified that there are only manufactures defects and if so will I then be issued my refund (in 4-6weeks). My issue is what happens if it gets lost or damaged in transit??? I have been without this TV to be usable since JULY it is now going on October. I have been strung along all this time having to call of work, leave early... and now I feel I am just suppose to take a gamble with $1100.00 Where is my protection? Why do I have to be the one to have to continue to wait on them?

Desired Settlement: Vizio has already agreed to the refund. However their terms for me to get it, I do not feel comfortable with; awaiting the potential for dispute of damages. Therefore I seek for an outcome that leaves me less venerable for any further loss. I had suggested that a technician do the inspection of the TV so that my refund could be immediately released to me, and then either the TV could be picked up at the same time or the tech could make those arrangements...

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number********. As always, VIZIO takes any
complaint reported to the BBB 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.

10/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a sound bar 3/18/2014 that was brand new in a box from the company I was working for aarons inc. it was a retail sale. I used it twice since march and now it does not work and I have a one year warranty on it. I called in and got an issue # and sent in the receipt for proof of purchase as required. The woman on the phone said she needed to talk to her higher ups and came back to me saying I needed another receipt from aarons. Now as the former GM of this aarons location for 9 years I told her there is no other receipt for proof of purchase on retail sales from aarons. Had it been a leased piece of merchandise there is a certificate of ownership given upon satisfying the agreement however on retail sales there is one retail sale receipt which I sent in as requested and they confirmed receipt of the receipt of sale. I asked to speak to her higher up and was put on hold for over 10 mins so I had to hang up and I emailed in a complaint over my dissatisfaction in the handling of this issue. They said they would be back to me within 24 hours. That was 48 hours ago. I purchased a brand new product that is well within their warranty terms and it does not work. I gave them the serial number and the receipt for proof of purchase yet I still so not have a working product or even a gameplan as to what they are going to do for me in this issue. I need this unit fixed or replaced

Desired Settlement: Replacement or repair the product under the terms of their one year warranty on the product that was purchased less than 6 months ago

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


They did send me a refurbished unit which does power on but it does not have sound. I was on the phone with them and tried it on the tv, no sound, on the cable box, no sound. 45 minutes later I couldn't stay on the phone anymore and really didn't want to stay on the phone anymore so later I tried it on a blu ray player and there is no sound on any input. The unit is defective. I emailed vizio again promptly on this matter asking them to send a new working unit as the issue is unresolved
Regards,

******* ******

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ******** . As always, VIZIO takes any
complaint reported to the BBB 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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

Regards,

******* ******

10/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Vizio 70" E701i-A3 television back in November. Two months ago, in July, the display stopped working. I immediately notified Vizio, who advised they would send a repair specialist to fix my TV within a week. Two weeks later, repair personnel arrived at my house to fix the TV. After wasting two hours of my time, they advised the TV could not be fixed and it would have to be replaced. Once again, I immediately contacted Vizio, who advised I would be receiving a replacement TV. This took approximately three weeks to arrive. Their delivery service, Manna Distribution, was supposed to arrive at their first delivery appointment between 8AM and 12PM. They called at 3PM that day advising they were close by, but I was already at work. Rescheduled to another date, and they never even called or showed up on that day. Finally, I re-scheduled and had my new TV delivered. After they set up the TV and plugged it in, we discovered that the display was cracked and this replacement TV was defective. I immediately contacted Vizio yet again. They advised I would be receiving ANOTHER replacement television, which took another three weeks to arrive. Yesterday, September 09, 2014, Manna distribution was supposed to arrive at my house between 8AM and 12PM. I adjusted my work schedule accordingly. They showed up at 4:45PM, almost FIVE HOURS outside of their delivery window. Two delivery men show up, absolutely reeking of marijuana. I am a law enforcement officer, and I can testify as to what that smells like. First, as they were taking my original TV off my entertainment center, they knocked my Vizio sound bar off, which fell on the tile floor and cracked. As it fell, it also hit the entertainment center and chipped it in multiple places. So now my sound bar is broken, and my furniture is damaged. The new TV they delivered ALSO had a defective, cracked screen and had to be returned. Vizio refuses to use any other delivery service and will not replace the TV with a diff model

Desired Settlement: I want a full refund for the price of the television, and I want my furniture and sound bar replaced.

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that VIZIO has determined that the VIZIO television in question in this complaint is 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 refund for their VIZIO product.  VIZIO is also working with our third party delivery service regarding the allegations that they damaged the customer’s personal property. The customer has accepted VIZIO’s offer for a refund and VIZIO and the customer are currently working out the details of the refund procedure.

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.

10/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a VIZIO 60 inch LED tv in March 2014, at the time of purchase i denied the extended coverage on the TV, because i have had no problems with my other Isignia TVS, Last week (September 3, 2014) I began noticing lines both vertical and horizontal in the picture screen. I called our cable provider thinking this was a connection issue, but the installed said the TV has malfunctioned. The TV is less than 5 1/2 months old, and we feel cheated. Best buy said this is a common problem with this model, and because we negated the additional warranty coverage, yo0ur complaint must be directed to VIZIO..

Desired Settlement: ALL WE WANT IS FOR OUR TV TO FUNCTION PROPERLY.

Business Response:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that VIZIO has determined that the VIZIO television in question suffered a non-manufacturing defect, which is not covered under VIZIO’s warranty.  The issue with the VIZIO television is the result of a cracked screen.  Pictures of the screen are attached to this email for your review.  A copy of VIZIO’s warranty can be viewed online at 
*****************************. 

In the interest of providing customer satisfaction VIZIO has offered the customer a replacement VIZIO television at a discounted price.  The customer has not accepted this offer as of the date of this response. 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.

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Approximately 3 1/2 years ago, I purchased a VIZIO television (Mdel M550NV, Serial ***************). A few weeks ago, the picture went out on the television (sound continued to work). We contacted VIZIO and were referred to ITI for out of warranty work. No problem there, I understand that I am responsible for the repairs. However, after the technician made two trips and replaced two boards, he indicated that this is a panel issue and therefore, not repairable. He recommended that we contact VIZIO advising that they should be able to assist us with this issue. I made the call and after requesting escalation spoke with **** (Badge #*******). Who was of no assistance. He insisted that we should work with ITI. Here is my concern... I paid just under $2000 for a TV that lasted half of it's projected life. I paid for a service call that did nothing to fix the TV. The only solution that **** and the VIZIO tech depart had was that I should purchase a new TV from them for $50 off of the retail price. I have the expense of the repair technicians time (service call only, parts are refunded), plus the cost of my time to adjust my schedule and have someone available for both visits to my house and VIZIO offers me $50 off. Even a retailer could get me a better deal! It seems VIZIO isn't aware that they don't have a viable business if they don't have a customer base. Considering I am about to spend another couple of thousand on a new TV, a coupon to compensate me for my time and expense seemed like it would have been better for VIZIO, instead, I will be making my purchase with another manufacturer and VIZIO lost this sale plus all future sales from me. I will make my purchases with a company that values me as a customer.

Desired Settlement: As I explained to ****, a coupon for the cost of the service call and my time (about $300) would have been an ideal offer. It seems that would have been preferred over the loss of a customer.

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that upon VIZIO’s review, the VIZIO product in question under this complaint is out of warranty.  A copy of VIZIO’s warranty is available online at http://www.vizio.com/warranty.   

In the interest of providing customer satisfaction VIZIO did offer to perform a split cost repair for the customer, which the customer accepted, however, our repair company has indicated after inspecting the VIZIO product that the product may not be repairable.  VIZIO would therefore like to offer this customer a discount on a replacement VIZIO product.  Please ask the customer to contact VIZIO’s
customer service department so that we can make this offer to 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 https://vizio.custhelp.com/ for
information and assistance.  

Sincerely,

VIZIO, Inc.

10/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased Vizio HDTV 03/08/2014 included 1 year warranty. Reported damaged TV 07/24/2014. Vizio has sent technician to repair TV with another defective board. 08/07 Vizio approved replacement TV for defective product, to ship re certifed TV(replacement). Vizio has failed to provide the replacement TV under their terms of warranty. 08/19 AM confirmed TV white glove deliver serviced for replacement. Vizio delivery service canceled later evening due to product never being shipped. I advised them that I was awaiting these TV and going on a month. Informed that I would be relocating to Pennsylvania and provided physical address. Dealing with Jesse Corporate Resolution Manager. Being the product still in San Diego which never shipped to Florida he would send into to PA. After getting to PA he informed that a mistake had happened and its in Tampa, FL. He rerouted it PA. Upon my promised delivery date I placed another call to delivery services and Vizio. I am once again informed that the product is lost. A new product will need to be shipped from San Diego. At this point I have worked along with Vizio. I have been made multiple promises, physical confirmations via email. I am been provided with no correct information. I have been lied to multiple times. I have dealt with multiple Corporate Resolution Managers, very minimal calls back. There is no communication between Vizio and there white glove delivery service. Therefore each one does not know whats actually going on. Products are being lost, sent to wrong address, not every being picked up even though confirmed shipments. I have been promised that they will expedite another TV due to all the short comings, but I have been promised something 4 times now. Vizio has failed to deliver after multiple attempts.

Desired Settlement: Vizio has not honored their terms of warranty and therefore is in default. I have provide ample time for the warranty replacement service. Vizio is not performing per their promises. I request for FULL refund for 60 TV Serial # *************** purchase price $798.00 plus sales tax at a rate of 7%, purchase date 03/08/2014.

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number********. As always, VIZIO
takes any complaint reported to the BBB very seriously.

Please be advised that VIZIO has determined that the VIZIO television in question is covered under VIZIO’s standard warranty.  VIZIO has reached out the customer and both VIZIO and the customer have come to an agreement regarding this matter.  VIZIO is following the standard terms of our warranty to assist the customer.  A copy of our warranty is available online at http://www.vizio.com/warranty.

The customer’s replacement unit was to have been delivered on Thursday, September 18.  If the customer has not yet received their replacement unit please have the customer contact our customer service department as soon as possible.

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.

9/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought 48 in. Vizio led smart tv at Target in *********** ** around $600. the tv got tipped over. My husband said the tv stand was tippy not very strong one that was cause the tv to fell. I found out thru facebook that there was a recall on those Vizio that had the tendency to tip and said several models are at risk of tip over. I contacted Vizio and they will not replace it because the tv i have is not one of the recall. they all have the same tv stands in many different models. It took me a year to save money to buy tv and it is a lot of money. I told them I will contact the general attnorey to file complain and will annouce on facebook if they refuse to help. Customer services of vizio are to give the customer full satisfaction if something goes wrong and made us happy. Apparently they are not.

Desired Settlement: I just want my full refund that i work hard to save to buy one.

Business Response: Dear Better Business Bureau Representative: 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number*******. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that the VIZIO television at issue is not a television that is affected by the current VIZIO recall. VIZIO has determined that the VIZIO television at issue suffered a non-manufacturing
defect, which is not covered under VIZIO’s warranty.  A copy of VIZIO’s warranty may be viewed online at http://www.vizio.com/warranty. For detailed information on the current recall and opportunities to obtain replacement stands for the affected units, we encourage you to visit our Safety Notice page at http://support.vizio.com/safety-notice.

In the interest of providing customer satisfaction, VIZIO has offered this customer a discount on a replacement stand for their VIZIO television.  At this time the customer has refused this offer.  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. 

9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought my Vizio TV back in 7/11/13 and it worked fine up to 7/3/14. It would randomly restart and before it restart the tv will have a white line going from top left to top right. Called but business was closed. Happened again on 7/4/14 (business closed for holiday). and on 7/5 called up and the tech told me that there need to do some truble shooting with it. we did that and he said that if it happens again that there is something seriously wrong with the tv and they will send me out a new one. I said ok. Well this morning I was watching netflix and it happened again. I called up and was told that I will not get a new tv and that the other tech screwed up by telling me that. I said well I want what I was told and he said yeah good luck with that we dont hand out free tvs that easy. I said fine I want to speak to someone else that can tell me what is going on and was hung up on. called back and the same thing happened and told them I wish to speak to someone other then who I was talking to or I will file a complaint with the BBB. they said you wont get anywhere with it and hung up again.... I am upset and my tv warranty expires on 7/11/14.

Desired Settlement: I would like either a NEW tv or my full amount that I payed for it back.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)
notification regarding BBB complaint number ********.  VIZIO takes any
complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the
complainant in an effort to resolve this issue. A representative from VIZIO
spoke with the complainant over the phone, and is working with the complainant
and has resolved this issue.

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.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I had an issue with a tv and got it exchanged. I have had 3 tvs sent to me with different issues with each. I am sick of dealing with items that do not work or have something else wrong with them. I will also include dates that I have gotten them and describe what was wrong with each. On 07/25/2014 is when I sent out the original TV. On 07/25/2014 I sent out my original tv to get it serviced/repaired. I got TV #1 (refurbished) on 08/06/2014 and there was an issue with the tv having a white haze in the middle of the screen. I was informed that it was a bad unit and I will have to send it back to get another replacement. I said that is fine as long as I can get a unit that will work. I sent in TV #1 on 08/11/2014 I then got TV #2 (Refurbished) on 08/26/2014 and the whole screen was smashed. They claim that something had to of happened during shipping and that I am to send it back and I will get a NEW TV to replace it (have audio recording of Tech stating that I will get a NEW TV and not a refurbished one). I then sent back TV#2 on 08/26/2014. I then got TV #3 (Refurbished and not NEW) on 09/02/2014 and the TV keeps restarting. I then called up and told them that I was told that this tv will be NEW and instead it is a REFURBISHED TV and that the TV keeps restarting. I was informed that my original tv warranty expired and that they will not replace this one (even though I was promised a NEW one and also the contents in the box states it had a 90 day warranty on it). I have spent almost the last 2 months to get a replacement that will work and I keep getting units that are bad or broke. I am sick of it and I am also sick of being told one thing and then them not holding up to there promises. I got 3 replacements and neither one of them work and they refuse to help me at all.

Since I have been trying to get a working unit for almost 2 months now I am sick of going weeks without a tv and when i do get one there is something wrong with it. I would like a complete refund of what I payed for my unit or to be sent a BRAND NEW UNIT WITH 1 YEAR WARRANTY and NOT a REFURBISHED one either. I would also like to be contacted as well by someone high up that would actually help me at ************. This is getting really old and also time consuming as well.

 

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number********.  VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. VIZIO would like to offer this customer a refund for his television. A VIZIO customer service representative will be contacting the customer today to make this offer.

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.

9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: So it's been nearly 5 months since we had a working TV. In May our Vizio TV the original one, may I add. Had a huge blue line, through the left side of the screen. We called Costco, why? well we have a extended warranty with them. Costco then told us our TV is still under Vizio warranty, yay for us! No not really!...... We finally got a hold of Vizio, and with their words. "We are sorry mam, our warehouse no longer has the TV you have." Which is a VIZIO XVT Series 21:9 Cinemawide 58-inch Class LED Smart TV with Theater 3D...... So then we asked, well if you guy's don't have the TV what can we do? We need to fix this problem, What about something else? 2 days passed, we got a phone call. Vizio said they can send us a New 60in, the TV has the same aspects of what our old tv had. So we of course agreed to it!....After getting off the phone, we got another phone call later the next day. Vizio told us they had found a the 58inch and will be sending us that, and Manna their recovery team. Will pick up the broken TV, and ship it back to them. Bummed, because we where looking forward to the 60inch. But feeling lied to, since the other day they said they did not have a 58inch tv and don't sell them anymore. We get the TV, about a week later. Everything's hunky dory.Then comes June, not even a few weeks into having the TV. We get the screen splitting into 4 pictures and shaking. Knowing that's not what a TV should do, we called Vizio once again. It took us a month to figure out what we could do with the TV, we even needed to send another copy of the receipt from buying the TV from the first time. Again, a few day's pass, then Vizio said they will refund us money and send a check. But first, they will send a box. Manna will pick it up, after the box is delivered. 2 weeks pass, we get the box. We call Vizio, who called Manna. But Manna never comes and gets it, we wait. We call again, this time Manna finally comes and get it. TV is gone, and still no check. going on 8 weeks now.

Desired Settlement: Refund us our money, just like they said. We are tired of waiting, weeks upon weeks for a check and waiting to get a new tv. The company says they don't have the TV, but when tracking it. It says it was delivered.

Business Response: VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that the VIZIO product in question in this complaint is covered under VIZIO’s manufacturer’s warranty.  A copy of the warranty can be viewed online at http://www.vizio.com/warranty.  As the customer stated in their complaint, VIZIO did offer to take back the VIZIO product from the customer and refund the customer for the cost of the VIZIO product.  The refund check was scheduled to be mailed out to the customer on September 9th, 2014.  Accordingly the customer should have by now received the refund check.  If the customer has not received the refund check VIZIO is requesting that the customer call our customer service department to let us know as soon as possible so that we can look into this matter to ensure that the check makes it to 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 https://vizio.custhelp.com/ for information and assistance.  

Sincerely,

VIZIO, Inc.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchase a 32" Vizio E series LED HDTV Model Number:Vizio E320-A1 Purchase Date: 12/27/2013 Purchase Price:$229.88 tax: 13.74 and 2-yr. service- plan 19.88 We purchased this tv from Sam's Club in Wausau,Wisconsin and were told this was a good brand tv. This tv is not used often and one day my husband turned the tv on and asked what was wrong with it. I called the extended warranty company 6/13/14 and they connected me to Vizio since it had a one yr. warranty on it yet. They said they needed pictures of the screen. Sent them. Needed different ones and sent them. Called three different times to see if they got the pictures and everytime a different person answered. Shawn or Shann is the last person we talked to and he said right away he knew what was wrong...Back Light Bleed. We were to send the tv to AVATEK ***** ********* **** ** **** ** ********* *** *****. In the original box and pay for shipping/handling/insurance. We would not be paid for this cost! They would then send up a recertified tv....box opened but new....My husband said no, send us a NEW tv. They could send us a recertified but would need a credit card to use until they received the old tv. My husband said no. My daughter was getting married 7/19/14 and I finally had a chance to file a complaint with BBB on 8/11/2014 but was filing it against AVATEK which is the place they said to return the tv. Today I found out that was the wrong company. Never got an email from the BBB of LosAngeles and Silicon Valley stating anything about it being the wrong company or any response at all . First email from that BBB was Sept. 3rd telling me that I was misinformed and Vizio is in Irvine and gave me the correct BBB. This was after I refiled 9/3/2014.

Desired Settlement: We would like our money back, that is all we would like and we will purchase a different brand tv and not have to deal with this again. the total with tax and 2 yr. extended warranty . $263.50. I will send them the tv back and stuff paper around it since we do not have the shipping stuff but only the box. Only if we get repaid for shipping/handling/insurance...

Business Response: VIZIO, Inc. (“VIZIO”) is in receipt of *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that the VIZIO product in question in this complaint is covered under VIZIO’s manufacturer’s warranty.  A copy of the warranty can be viewed online at http://www.vizio.com/warranty. A VIZIO customer service representative has contacted the customer and per VIZIO's warranty offered the customer a replacement VIZIO product, which the customer has accepted.  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.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me, if they do what they said they will do .  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. They said they will send a new television not a reconditioned television.  I also want this television covered with my extended two year warranty that we purchased.

Regards,

***** *******

9/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased a Vizio 80 inch T.V. in July of 2013, The third party company MANNA Freight was to deliver the T.V. and it was supposed to deliver it at the time i requested. I took the time off to wait for the T.V on that specific time frame, which never happened.MANNA called and told me they have lost the T.V in there system and it took 2 week for it to be found and then it was delivered to me late and yet again i had to take time off for it to arrive. I noticed that the box was damaged, but the T.V was looked fine. After 4 months, the T.V. started to go bad with damaged pixels. I spent $4,400.00 on the T.V. with a one year warranty and paid an additional $190.00 for an extended 4 yr. warranty. I contacted Vizio, and they wanted to exchange the T.V. for a re-certified T.V., which is inspected from them and shipped to me. When i asked what is a re-certified T.V. they explained it to me and it sounded more like a refurbished T.V. VIZIO Rep's do not know where the T.V is coming from and if it once belonged to a previous customer or who did not want it or from a store. To me once you open the box it is technically not new. Vizio claims to say that they do not know if the re-certified T.V. could have been used also. They also stated that it's part of their policy. I will not accept a T.V. that i have spent thousands of dollars on, also I'm running the risk of it possibly being used from someone else. They refused to give me a new T.V from the factory. I got tired of fighting with VIZIO and accepted the Re-certified T.V. and it was supposed to be shipped to to me last week. MANNA freight yet again did not deliver on time on 11/19/2013 after taking time off and they rescheduled for today 11/26/2013. They called again and failed to deliver for the 3rd time in a row. I have taken to much time off and i am tired of it It. It's costing me money from work. Vizio and MANNA freight want to reschedule and deliver it next week. I do not have the time for games and taking time off which i don't have.

Desired Settlement: I would like for someone from the BBB to contact their headquarters to explain the situation to an executive or even if it leads to their CEO. I would appreciate it if they call me directly fix this problem. I do not want a re-certified T.V; I will only except a "NEW T.V." for my time being wasted at work which has cost me money, Plus have my T.V delivered to me "ON TIME" and with out any complications what so ever. If they refuse, I would like for the BBB to help receive a full refund.

Business Response:  To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  The company has resolved the matter and sent me a new replacement and it was sent to me in a timely matter.

Regards,

***** *****

Consumer Response: On July 7 2013 i purchased a 80 inch m class Vizio LED T.V. For that past year till now, i have had 3 defective T.V.'s. I just had this current T.V. for about 3 to 4 months and already it has pixel damage and flickering with it's smart dimming feature which never happened before with the other T.V.'s. I was told this is a 2014 model from the serial number in the back of the T.V. and now i have to call Vizio tomorrow 8/26/2014 again about this crappy system. I am tired of the B.S with this company. I have an extended warranty for 4 years added when i bought this in July 2013 and the amount of money i put for this T.V. is not worth it. I have talked to the representative that deals with the BBB complaints. The last time we talked a few months ago, we got into an argument about the service and product he was highly arrogant, which irritated me more. I refuse to talk to this individual again and anytime in the future and if i do, the conversation will end up in words that will not be so kind. This will be the second time i have to contact the BBB about this problem.

I want my money back for the purchase of the T.V, because i was thinking highly of them in regards to reviews on consumer reports when i purchased the T.V. in 2013. They have not lived up to that standard. They just recently they had a recall on a certain model of their T.V.'S. So it show you the lack of care of their product and the just want to make a sale. This will be my 4th time. I Had enough! I Would like to have a full investigation done from the BBB on this matter. I will NOT!!!! except another exchange which takes a month to receive. I will not talk to the representative for VIZIO that deals with the BBB complaints.

 


Business Response: VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that VIZIO has determined that the VIZIO television in question is covered under VIZIO’s standard warranty.  VIZIO has reached out the customer and both VIZIO and the customer have come to an agreement regarding this matter.  VIZIO is following the standard terms of our warranty to assist the customer.  A copy of our warranty is available online at http://www.vizio.com/warranty.

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.

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The following is the letter i am sending to Costco and Vizio. Dear Sirs. I would like to relate to you a recent extremely disappointing experience I’ve had with Costco and Vizio. The result of this experience is that I will never purchase a Vizio product again and I am considering changing m warehouse membership to competitor. In the process of cleaning my living room I bumped my 50” Vizio LED LCD TV. The next time that I turned the TV on it appeared to be broken in the upper right hand corner where I bumped it with my elbow. There were multiple colored vertical lines across the entire width of the screen. I cannot overemphasize how incidental the impact of my elbow was on the screen and there is absolutely no physical damage to the TV at all. I have diligently submitted my case through the Costco concierge and Vizio warranty Dept. Both entities have placed the blame for the incident on myself and not the obviously slight, flimsy, and extraordinarily delicate piece of equipment. The Vizio TV’s marketed and sold at Costco come with no warning or disclosure that the equipment is highly subject to damage by the slightest of action. This situation is completely dissatisfactory. Products such as TV’s intended to be in high traffic areas and the center of family activities that cost several hundreds of dollars must not be made of such spectacularly unsubstantial materials with out clear and concise warning labels on the packaging material. As a result of this experience. I will never buy another Vizio product. I will take every opportunity to denounce the quality and craftsmanship of Vizio products and describe how easily they can be destroyed and the customers hard earned money completely wasted. In addition, I purchased the Costco Square Trade warranty that was “sold” to me to be an iron-clad warranty that covered the product completely under any circumstance. This $60.00 warranty turned out to be a complete waste of money. Not only am I out the amount of

Business Response:  To Whom It May Concern: VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously. In the interest of providing customer satisfaction, a representative from VIZIO has made several attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint. 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.

Consumer Response: Better Business Bureau:

I've called and left message with an resolution manager. No resolution has been achieved at this time.

 

Regards,

******* ******



Business Response: VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that VIZIO has determined that the VIZIO television in question in this complaint has suffered a non-manufacturing defect.  Non-manufacturing defects are not covered under VIZIO’s manufacturer’s warranty.  A copy of the warranty can be viewed online at http://www.vizio.com/warranty. 

In the interest of providing customer satisfaction VIZIO has contacted the customer and has offered the customer a partial refund
on their purchase of a replacement VIZIO television.  In order for VIZIO to issue the partial refund we need to obtain a proof of purchase for the replacement VIZIO product that was purchased by the customer.  At this time we have not received the necessary proof of purchase.

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.

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last July I purchased two Smart Vizio TVs at Walmart mainly because of the "Skype" App/ feature that was advertised on both Vizio's and Walmart's websites; as my grandchild was moving out of the area. After that purchase, I tried to purchase the cameras. They were no longer available on the Vizio website but there were links where they could be purchased. I could not find them at any of those sites, or anywhere else. In the meantime I began experiencing audio problems with my TV and had to call Vizio for help. While on the phone with the CSR I voiced my frustration at not being able to find the cameras, that's when for the very first time I was told that Vizio no longer had a relationship with Skype, and further stated that I would be able to purchase a "generic brand" which would work just as well. I've had to call them several times for that same audio issue, i spent in excess of two hours on one occasion, and they still did not fix the problem. It took Vizio over ten months before finally sending a tech to fix the audio problem, and still nothing about the camera. This past Mother's Day, my daughter finally helped me to purchase two LogiTech Skype cameras. Imagine my surprise when during the connection, the Skype App had disappeared from my TV! I called Vizio and an extremely rude CSR told me that (1) while servicing my TV, the motherboard was replaced with another which no longer had Skype, and (2) the cameras that I purchased would not work at all, because they need to be brand specific. Only a Vizio camera will work with a Vizio TV. On top of it all; the audio problem is still not solved. There are annoying periods of silence when I turn on the TV. According to them, this is normal. Neither Vizio nor Walmart alerted me that the Skype feature would not work prior to my purchases. There were no NOTICES or WARNINGS on either sites. Now due to Vizio's slow response, Walmart's 90 day return policy has expired and I'm left with products that do not perform as advertised. Help me please!

Desired Settlement: Replacement with other brands that support the Skype Application!

Business Response: To Whom It May Concern:


VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)

notification regarding BBB complaint number ********.  VIZIO takes any

complaint reported to the BBB very seriously.



In the interest of providing customer satisfaction VIZIO has contacted the

complainant in an effort to resolve this issue. A representative from VIZIO

spoke with the complainant over the phone, and is working with the complainant

to resolve this issue.




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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was indeed contacted by a Vizio representative regarding my complaint and dissatisfaction with their products. 

He continued to apologize about the misinformation that I got from their CSR, but contented that there was no way that it could be rectified.  They also contended that because at the time of purchase the Skype Application was still on the motherboard, therefore they were in compliance whether it worked or not.  To me this is just a question of semantics.  The only solution they have was to send someone over to check on the additional audio problems and use a connection that would require the use of cables and other wiring connections. I have U-Verse which affords me mobility.  A stationary connection would defeat that purpose and possibly interfere with my Internet connections. None of the televisions from other manufacturers require additional contraptions.

Regards,

******* **********



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This response from Vizio further emphasizes how utterly disingenuous they are.  They claim that I was unreachable,  yet They and Myself were  able to make arrangements for technician (Ray Flowers, Ticket # 878180) to come out and address the problems with the audio settings and performance (successfully I might add.)  I even added a post/comments to their Facebook page.  I am angry with the company because their refusal to compensate, in spite of acknowledging the fact that THEIR Customer Service RepresentativePurposefully Misinformed  me.  Which in turn Robed me of the opportunity to exchange the Vizio TVs for others that were Skype Capable!  I diligently made attempts to find a resolution to an issue that THEY KNEW could not be resolved!  She knew full well that the Skype cameras had to be brand specific, but she PURPOSEFULLY MISREPRESENTED that the application would work with a generic brand.

Regards,

******* **********

Business Response: To Whom It May Concern: VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business
Bureau’s (“BBB”) notification regarding BBB complaint number ********. As
always, VIZIO takes any complaint reported to the BBB very seriously. In the
interest of providing customer satisfaction, a representative from VIZIO has made
several attempted to contact the complainant to further discuss this complaint;
however, we have not been able to reach the complainant at this time. VIZIO
will attempt to contact the complainant again in an effort to try and to come
to a resolution regarding this complaint. 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

While at a meeting on monday evening, I received a call from a Vizio Representative. I believe he said his name is *******.  I asked him to call the next day as I was otherwise occupied. He said he would.  I have not heard from anyone since.
Regards,

******* **********

Business Response: To Whom It May Concern: VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously. In the interest of providing customer satisfaction, a representative from VIZIO has made several attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint. 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 I'm totally baffled! Vizio must have a form letter that is automatically sent out in response to any and all inquiries.  I received a message from *****; Badge Number 402 On Thursday 8/21/14.  In said message he stated that he would be out of the office on Friday and Saturday 8/22 and 8/23.  However he would be available on Sunday 8/24 to discuss how we can resolve this complaint. 

 I called him on sunday 8/24, and although we could not come to a mutual agreement; I felt that he was trying.  in fact he requested information from me pertaining to the purchases and he also gave me an e-mail address which is:  photos.vizio.com to send it to.   If necessary I can forward a copy of that e-mail for your review. In addition, because I could no longer access the message that he (*****) left on my mobile phone I wrote a post on the Vizio FB page requesting that he get in touch with me... which he did.
 
So once again the information that you're receiving from Vizio is inaccurate, disingenuous and deceitful!
 
Regards;

******* **********



Business Response:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that this complaint involves a third party software application company.  Per VIZIO’s VIZIO Internet Applications (“V.I.A.”) Policy, available online at
http://www.vizio.com/via-policy, VIZIO or said third parties providing V.I.A. Services reserve the right to delete data from their servers, or prevent access to their servers or to change data categories, product offerings or service levels for any reason that VIZIO or said third parties deem sufficient in their sole discretion at any time, without notice. 

In the interest of providing customer satisfaction VIZIO has contacted the customer and is working with the customer to come to a resolution in this matter.  VIZIO has asked the customer to provide us with copies of receipts for Skype cameras the customer purchased for use with the VIZIO television.  To date VIZIO has not received these receipts.  VIZIO needs copies of these receipts to determine how best to assist this 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 https://vizio.custhelp.com/ for information and assistance.  

Sincerely,

VIZIO, Inc.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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!  ***** 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,

******* **********

Business Response: VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

As previously stated, this complaint involves a third party software application company.  Per VIZIO’s VIZIO Internet Applications (“V.I.A.”) Policy, available online at http://www.vizio.com/via-policy, VIZIO or said third parties providing V.I.A. Services reserve the right to delete data from their servers, or prevent access to their servers or to change data categories, product offerings or service levels for any reason that VIZIO or said third parties deem sufficient in their sole discretion at any time, without notice. 

In the interest of providing customer satisfaction VIZIO would like to offer this customer a refund on the camera that she purchased after the third party software application at issue was discontinued on VIZIO's VIA service .  One of VIZIO’s customer service representatives has been trying to get a hold of the customer to make her this offer, but so far has been unable to do so.  At this time we ask that the BBB please contact this customer and ask her to call us back in order to work out the details of this offer.

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I also am amenable to a resolution with Vizio as soon as possible and to that end have been in contact with one of its representatives.
 The third party in question is an Authorized Retailer.  As well  my options  with the third party in question were hindered due to misinformation that a Vizio Customer Service Representative provided to me.  I placed a call to ***** at 10:58 this morning (9/17/14) in response to a message that he left me yesterday.  He was not available.  He called back to inform me that the only thing they will do is issue a refund for the camera and that's it!  This is not acceptable!

I believe that I also deserve a partial refund on each TV because Vizio did not deliver what it promised and what I paid for, which was Smart TVs with Skype Features.
Regards,

******* **********



9/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a42" Vizio TV after about 1 1/2 years age it scrambled, had to wedges in the back. I called WalMart. They said it was only 1 year in store. I contacted Vizio. They told me I could purchase one at a discount, which was more that I payed for the TV. Shortly after both sides stared to scrambler. I contacted Vizio. They were rude to me and told me it was a throw away TV. It's been 4 years and I thought a TV should last for more than 4 years.I have a case number*******. We did everything they asked us to do. Nothing. I tried to contact Mr Wong the CEO, he blocked my trying to get ahold of him. I am on a fixed income, I could not buy another TV or pay to have this fixed. It should be working. This is my form of entertainment. I and my husband are handicapped. I really feel like we have been violated. I only want what I payed for. I only got 1 and 1/2 years. Please help me. I don't know what else to do. We can't even watch 1 TV show. I thank you very much for your time and effort. Mr and Mrs *******

Desired Settlement: I will settle for anything they can help me with. I want to watch TV cash,credit,in store whatever. A new TV please please help

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) rebuttal regarding BBB complaint number ********. As always,
VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted
the complainant in an effort to resolve this issue. A representative
from VIZIO spoke with the complainant, and has made an offer to the
complainant to resolve this issue.

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  


Regards,

******* ******

Business Response: VIZIO,
Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)
notice regarding complaint number ********. As always, VIZIO takes any
complaint reported to the BBB 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 three and
a half 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.

9/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: BOUGHT 50 IN VIZIO TV FOR MY ELDERLY PARENTS OCTOBER 10 2013 AT WALMART IN JUNE 2014 RED LINE APPEARED DOWN MIDDLE OF SCREEEN SOON ADVANCED TO MULTIPLE LINES THEN LEFT HALF OF SCREEN WENT WHITE WITH LINES IN IT RIGHT SIDE OF SCREEN NORMAL CALLED VIZIO JUMPED THROUGH THIER HOOPS PROVIDING PICTURES AND PROOF OF PURCHASE ETC AFTER MULTIPLE PHONE CALLS AND EMAILS THEY SAY NOT COVERED UMDER WARRANTY BECAUSE OF SCREEN DAMAGE THERE WAS NO SCREEN DAMAGE TV SAT ON TABLE AND WAS NOT MOVED SINCE OCTOBER 2013 TALKED TO REPRESENTATIVE WHO COULD NOT HELP ME AND MOVED ON UP TO SAM A MANAGER AND HE WAS INDIFFERENT ABOUT PROBLEM IF PRODUCT HAD FAILED IN UNDER 90 DAYS I COULD HAVE TAKEN BACK TO WALMART BUT IF IT FAILS AFTER 71/2 MONTHS THEY WONT HONOR WARRANTY AFTER RESEACH I HAVE FOUND I AM JUST ONE OF MANY THAT VIZIO WILL NOT HONOR WARRANTY FOR I WILL NEVER BUY ANOTHER VIZIO PRODUCT THIS IS THE FIRST TIME I HAVE EVER FILED A BBB COMPLAINT *** ********

Desired Settlement: PROVIDE NEW 50 INCH REPLACEMENT TV

Business Response: To Whom It May Concern:

Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business  Bureau’s (“BBB”) notice regarding complaint number ********. VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that based upon VIZIO’s review of the product in question VIZIO has determined that the warranty on this product expired prior to the customer contacting VIZIO regarding this matter.

In the interest of providing customer satisfaction VIZIO has contacted the customer and made her an offer to purchase a replacement VIZIO product at a discounted price.  This is the only offer VIZIO is able to make to the customer 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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

*** ********


the tv was clearly under warranty having been purchased only  7  1/2 months ago warranty was supp0sedly for 1 year     vizio lied

 

 

vizio says product was dropped    no such thiing occured but they say that they can determine this by looking a pictures    my 80 year old parents could not have done such a thing

vizio offered a reconditioned returned tv for 400 dollars to make things right   i feel that that is an admission of guilt on their part and an insult to m eto  offer a broken returned tv that they have repaired
vizio has forever lost me and my family as a customer and will have no problem steering anyone away from their products if i can   thank you *** ********

Business Response: Dear Better Business Bureau
Representative:

 

VIZIO, Inc. (“VIZIO”) is in
receipt of the Better Business  Bureau’s (“BBB”) notice regarding
complaint number ********. As always, VIZIO takes any complaint reported to the
BBB very seriously.

 

Please be advised that based
upon VIZIO’s review of the product in question VIZIO has determined that the
product sustained a non-manufacturing defect.  Non-manufacturing defects
are

not covered under VIZIO’s
warranty.  An image of the product is included in this response for your
review.

 

In the interest of providing
customer satisfaction VIZIO has contacted the customer and made her an offer to
purchase a replacement VIZIO product at a discounted price.  This is the
only offer VIZIO is able to make to the customer 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

*** ********


vizio does not honor their warranties  qualitiy tv do not loose pictures in only 71/2 months us   the tv was never moved or dropped as vizio claims  i will never buy another vizio product and will tell anyone how they have treated me and my family after we bought their tv

8/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since I first purchased my television this past February, I have had to request replacements three times. I originally purchased my Vizio on Feb 12, 2014 from Best Buy for $479.99, plus $5.00 CA Recycle Fee, plus $36.98 (7.625%) CA Sales Tax, for a total of $521.97 (Original S/N ***************). The first time I contacted Vizio support was on Feb 15, 2014 via email. The television that I purchased had an issue with powering itself on intermittently. I was instructed by a support representative to perform a power cycle on my television. I did power cycles over the next few weeks in an attempt to get the television to stop powering itself on in the middle of the night, to no avail. I finally just got into the habit of making sure the volume was turned all the way down when I went to bed every night, so that it would not wake me up. When I had finally had enough of the issue, I decided to CALL Vizio support on Apr 7, 2014, at which time I was told that they would send a recertified replacement to me, which I received on Apr 17, 2014 (Recertified S/N *****************). After the delivery service set up my replacement television and left, I proceeded to run the initial set up on it, at which time I discovered that this “recertified” model had extremely poor picture quality. Additionally, the recertified model had an intermittent flash in the lower left corner of the screen. So, on Apr 17, 2014, I once again called Vizio support and sent photos documenting the poor picture quality of the screen. The representative arranged to have ANOTHER replacement sent out to me – this time a brand new one. The second replacement arrived in my home on May 5, 2014 (Replacement S/N ***************). With the latest replacement, the television picture has not even been showing up properly. It is completely off-center – usually about 5 inches off to the left, and about 5 inches down from the top. And, the bottom part of the picture (about 3 inches) shows up at the top of the screen.

Desired Settlement: At this point in time, I do NOT want a replacement for this television. What I would like is for VIZIO to buy it back from me! These televisions have been nothing but the poorest picture quality, and nothing but problems! I would like to request that you arrange for me to return this television to you, and that you send me a refund for all costs involved with this awful experience - $521.97, which is the price of the television, the CA recycle fee, and the CA sales tax of 7.625% that I had to pay for this low quality item. I have sent correspondence regarding my problems with this television addressed to the President at the corporate office, which included a photo of my original purchase receipt as well as photos documenting the most recent picture quality issues, and have received no response at all.

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better
Business  Bureau’s (“BBB”) notice regarding complaint number ********. As
always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted
the complainant in an effort to resolve this issue.In
the interest of providing customer satisfaction VIZIO has contacted the
customer to try and resolve this issue.
 
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.

8/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: VIZIO E701i-A3 70-inch 1080p Razor LED Smart HDTV I purchased a Vizio TV from Sam's Club on January 30, 2013. I've had three replacement TV's and am having problems now with the fourth TV. Every TV has developed a "bright spot" problem, which gets more and more apparent as the TV is used. The first TV developed over two dozen such spots after 10 months. I have contacted Vizio several times and received three replacement TV's from Vizio and each one has developed the same exact issue. From discussions on the website, AVSForum.com, this is a very widespread problem, with several dozens of people reporting the same problem. TV #1: *************** 01/30/13 TV #2: *************** 01/08/14 TV #3: *************** 01/31/14 TV #4: *************** 05/20/14 I received TV#4 on May 20, 2014 and it did not have this problem. Now, two months later, there are three very bright spots in the TV, just like I experienced three previous times with the first set and the two subsequent replacements. I believe this is a serious LCD manufacturing problem in the panel that Vizio needs to address.

Desired Settlement: My last Vizio case number was *******. From my last discussion with Vizio rep and also a CS Supervisor, they said this is not a "lemon." I asked on my fourth TV to be swap with another model that is also a 70" TV, but the supervisor refused. Four TV's later I still have the same problem. A member of AVSForum informed me that he went through the same issues with Vizio and contacted BBB. In the end, Vizio offered to switch to another model, the M701d-A3R, at no extra cost. I would like the same option since I have already wasted so much time on the phones trying to swap with the same model. Thank you.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant, and has made an offer to the complainant to resolve this issue.

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

8/29/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought a Vizio E601i-A3-1 back in Dec 2013 -- 7 months later, the TV started to fail with a few hours of use each day. A Dark red line appeared out of no where down the screen and stayed there. After a phone call to support, they agreed that i had to get the TV replaced with a "REFURBISED" TV. Upon asking what happens if it failed again in 8 months, the rep stated "There will be a new 1 year warranty from date of delivery" Of course that was too good to be true. Turns out its only 90 days or till the end of the original purchase date, whichever is longer. After speaking to their customer rep, then Manager, who was a complete jackass, they stated they wont honor the 1 year warranty stated by a previous agent. ******* ***** you need to hire more competent CS Reps, because they suck just as bad as your TVs.

Desired Settlement: Honor stated warranty from previous call or other

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and has resolved this issue.

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.

8/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: IN NOVEMBER OF 2009 I PURCHASED A 46 INCH VIZIO FLAT SCREEN TV - LATE 2013 WE STARTED EXPERIENCING ISSUES WITH HALF OF OUR SCREEN GOING DARK. AT FIRST THIS WAS CORRECTED ODDLY BY SMAKCING THE BACK OF THE TV - BUT NOW THAT NO LONGER WORKS AND WE ARE STUCK WITH HALF A WORKING TV. IN 2009, 4 SHORT YEARS AGO, WE PURCHASED THIS TV FOR ABOUT $900. WHEN THE TV STARTED MESSIGN UP I CALLED VIZIO AND WAS VERY RUDELY TOLD THAT BECAUSE WE DID NOT PURCHASE AN EXTENDED WARRARNTY WE WERE BASICALLY OUT OF LUCK BUT THEY WOULD GLADLY SET US UP WITH A REPAIR COMPANY. I CONTACTED THE REPAIR COMPANY AND WAS TOLD THE PROBLEM WAS "VERY COMMON" WITH VIZIO TV'S AND COULD NOT BE REPAIRED AND WAS "ADVISED" THAT IT WOULD BE BETTER TO JUST PURCAHASE A NEW TV BECAUSE THE COST OF A POSSIBLE REPAIR WOULD EXCEED THE PRICE OF NEW TV = I THINK FOR SUCH A HIGH DOLLAR TICKET PRICE OF $900 MY TV SHOULD HAVE LASTED MORE THAN 4 YEARS AND THAT SOME REMEDY SHOULD HAVE BEEN OFFEREED. IVE GONE ON LINE SEEKING HELP AND FOUND HUNDRESDS OF CONSUMERS WITH THE SAME ISSUE!

Desired Settlement: ID LIKE MY TV REPLACED OR CREDIT FOR A NEW VIZIO TV.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) rebuttal regarding BBB complaint number********. As always,
VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted
the complainant in an effort to resolve this issue. A representative
from VIZIO spoke with the complainant, and has made an offer to the
complainant to resolve this issue.

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

8/12/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Have a Vizio E701i-A3 LED tv, given to me by my grandfather. Its less than a year old and the tv is not turning on. Went thru tech support over the phone and could not fix. Spoke with ***, Batch #********. He mentioned tv will not be covered under warranty and that I must pay to get ti fixed. He said its a Backlight Issue. I told him it should be covered under warranty and and that I need to get the original receipt. I told him my grandfather gave it to me, as a gift, whom is no longer with us. He said they cannot do anything about it. Either way, this new tv, less than a year old, should not have this type of problem. I told him to let me speak with a Supervisor. *** put me on hold and came back and said my supervisor is not here for some reason. There is no one to speak with. *** told me the supervisors name is Justin, and he did not have the batch number for him. I said this is not right and why is there not a supervisor to speak with. *** said all he can do is have the supervisor call me back. I have not got a call back. This is the worst customer service I have had.

Desired Settlement: I would like this tv to be repaired or replaced. I just want to watch tv again

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better
Business  Bureau’s (“BBB”) notice regarding complaint number ********. As
always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that based upon VIZIO’s review of the
product in question, VIZIO has determined that the warranty on this product
expired prior to the customer contacting VIZIO regarding this matter.  In
the interest of providing customer satisfaction VIZIO has contacted the
customer to try and resolve this issue.
 
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.

8/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Vizio 60" TV in November 2013. Along with my purchase came a 1 year manufacture warranty. In June 2014 my TV had a distortion in it and by July I called Vizio to let them know of the defect. Their resolution was to replace my TV. They told me it was a re-stocked TV. NOT refurbished. The agent clearly stated that the TV is actually new it just left the factory and was not sold by the store. Hence the re-stock or re-classifed label. however, still new and would be delivered. That TV was delivered on July 16th and they took away the old TV and only 2 hours after the "new" TV was delivered and installed IT was not working. The second TV problem was worse than my original TV. I called Visio back and they told me they would NOW send me a new TV however, it will take 6-10 business days even when expedited. That is unacceptable. A few days later I get an email from the delivery company to schedule my delivery. I choose July 23 between 8 - 12pm ET. I received an email confirmation about my delivery and on July 22nd I received a txt message from the delivery company confirming my July 23 delivery time. On July 23 no one showed up to deliver my TV and at 1pm ET I called the delivery company ONLY to be told my TV was still in California. I call Vizio who had no empathy for my situation and my only request was to extend my manufacture warranty on this NEW TV. It took 8 months for my original tv to indicate a problem so they will now send me a new TV and the ONLY time I have left on the new TV warranty is 120 days? That is not acceptable nor fair. I ask that they give me a 1 year warranty on this NEW supposedly TV they are sending me. What if the same issue happens 5-6 months down the line there is an issue with this TV and I have no recourse. It is a manufacture warranty I refuse to believe the manufacture can not do something about it. They want me to buy an extended warranty which is unfair. at the end of it all I would have been 15+ days without a TV

Desired Settlement: For my inconvenience, time wasted waiting on something that was NEVER coming. Because I was delivered a defective item, given wrong information and still can not even enjoy a product that the warranty is expiring on as we speak. I want a 1 year warranty on the New TV they are sending me and I will get extended warranty if/when I choose its only fair. I would not be making this complaint today if Vizio did nto deliver me a defective TV in the first place. That is totally their fault! CASE# ******* and CASE# *******

Consumer Response:

Better Business Bureau:

I have received a reply from Vizio regarding my complaint.

The resolution was one of satisfaction.  They extended my manufacture warranty for 90 days beyond the purchase date of the original equipment. 
 
 
 

 

I have reviewed the response made by the business in reference to complaint ID ********, 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.

Regards,

**** ********

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In March 2014 I purchased a Vizio 70 inch television set; mode M601d-A3; I have a lip sync problem. The audio has never worked with the video. I've called Vizio 10+ times. The first 8 times they told me it was my cable box and not the TV. I had the cable company come out and determined it was not the box because I didn't have the problem when it was hooked up to other tv's. Finally, I was elevated to a higher level tech support at Vizio who told me immedietly what the problem was. I'm being told it's a firmware problem and they would have a fix mid April. Well mid-April has come and gone without a fix and now I'm being told they are trying to fix it but don't have a fix date as of yet. This is unacceptable and I paid too much for this television ($2K) and should not have to deal with this with a new TV that's under warranty They refuse to send a tech to address the problem even though I'm under warranty. . I called their support several times as well as their online chat and the last person I spoke with a very disrepectful female named ****** in your CEG Department. She refused to provide me with the address of who to address a complaint to. They will not provide a refund or send a service technician to fix the television. It seems there are a lot of people having them. Some find that they are always out of sync, some only with some channels, and some it just happens occasionally and changing channels and back will fix it. and they are aware of it on this model, and told me they are looking for a solution to the problem...so who knows...but it's not a cable box issue, or an HDMI cable problem, and changing all the settings on the Audio doesnt cure it... it's a problem in the TV itself according to Vizio's high level tech. Please help.

Desired Settlement: Fix the problem and provide a partial refund for every day of inconvenience until there is a fix for the problem.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.  

Consumer Response:

Better Business Bureau:

Vizio immediately reached out to me in an attempt to resolve my problem.  I was informed that they had a 'fix' for the problem and sent the fix to my tv, via internet downlaod.  however, that did not fix the problem.  I was then informed that a technician would be sent to my house to address the problem. 

A technician called me, scheduled a time to come out and did come out to address the problem.  After several test and seeing the problem himself, he determined that this brand new television needed a new motherboard.  After replacing the motherboard, they tested the television again and the problem appeared to be resolved on the channels I watched since they changed the motherboard...until today.  I notice the problem again on one channel (The Weather Channel) today.  I didn't notice it on any other channels so far.  The problem in determining if the problem is resolved is hard because it doesn't happen on all channels, every day.  It may occur on one channel today and all other channels are fine.  Then another day that channel would be ok but other channels would have the problem.

Since I'm just seeing the problem again, I haven't had yet reached out to the repair company or Vizio to let them know the problem hasn't been resolved.  I will do so today.

 

Thank you.

Regards,

**** ******

Business Response: To Whom It May Concern: 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business
Bureau’s (“BBB”) rebuttal regarding BBB complaint number ********.
As always, VIZIO takes any complaint reported to the BBB very seriously. 

In the interest of providing customer satisfaction VIZIO has
contacted the complainant in an effort to resolve this issue. A representative
from VIZIO spoke with the complainant, and has made an offer to the complainant
to resolve this issue. 

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Vizio contacted me and agreed to replace the TV with a newer version of the same tv.  However, when the company they hired to deliver, uninstall the old one and install the new one, it arrived at my house, they told me they could not install it because they didn't have enough men and they left with the television set..  I contacted vizio again and I'm waiting for their new resolution.

Regards,

**** ******

8/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: - Purchased Vizio Smart TV August 5th 2013 from Best Buy- Wifi Apps never work (always cut out), making all smart apps useless.- Tv also powered off randomly.- Case Numbers : *******, ******, ******, ********** and *******- Calls to tech support include the dates 12/29/13, 6/11/14, 6/12/14, 6/13/14, 6/15/14, 6/17/14, 6/27/14, 7/5/14 and 7/6/14.- Rude and dismissive reps gave same instructions again and again that were followed 10 times with no improvement. Refused to listen and calls usually lasted well over an hour.- Replaced personal cable and wireless router (no difference), other Sony tv works fine.- Vizio finally admitted something was wrong with the TV, saying that if the repair didnt help with would take the TV back (customer service rep *****).- Repair man comes and states 'this probably wont fix it but i'll do it' after I took a day off work to meet him. he said that Vizio will need to take the TV back if it doesnt fix it.- Problem still persists making all smart functions useless- the repair was a waste of time.- We have guests at our house including a 5 year old child and TV starts to smoke, there is a burning smell and a black smudge starts to appear at bottom of TV- The TV is catching fire and could burn down our house, endangering the occupants. - We unplug the TV and call vizio that run us around for another few hours, a supervisor (*** badge *******) finally says that if we send a proof of purchase and pictures of the TV off he will be able to determine if he will take it back.- ****** changes his mind and says I need to turn the fire hazard TV on to take pictures, not going to happen with children and housemates in danger.- ****** ignores the fact that the TV never worked as advertised and I took paid time off work to meet the first repairman.- He suggests I get another repair appointment booked, something I cant afford or am willing to do because of time off work.- Vizio are trying to drag this issue out until the warranty expires next month

Desired Settlement: Refund for TV and pick up the TV from our house.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)
notification regarding BBB complaint number ********.  VIZIO takes any
complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the
complainant in an effort to resolve this issue. A representative from VIZIO
spoke with the complainant over the phone, and is working with the complainant
to resolve this issue.

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.  

8/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On April 3, 2014, I purchased a Vizio E701i-A3 70 LED TV from a local retail store for $1500. The package prominently displayed that the TV included an Amazon Prime app, and also showed that there is a dedicated Amazon Prime button on the remote for viewing Amazon Prime content. When I connected the TV and followed the setup instructions, I was frustrated to receive the message that the Amazon Prime app is not available, and will be updated shortly.I contacted Vizio technical support on April 10, and received the following response:Thank you for your recent inquiry with VIZIO. I would be more than happy to help you. Here at VIZIO we do offer best in class technical support.Amazons updates to Amazon Instant Video feature new software that requires development and thorough testing. Amazon is working hard to update the Amazon Instant Video app on the VIZIO Internet Apps Plus platform. Once the update is available, the Amazon Instant Video app will automatically update on your internet-connected VIZIO smart TV.If you need our assistance again in the future you can contact us by chat at http://chat.vizio.com or by phone at ###-###-####.It does not say anywhere on the box that the Amazon Prime app is in development. It does not indicate that it is coming soon. This was a frustrating response to what should have been included.I waited patiently for 2 more months, and still do not have the advertised Amazon Prime app, so I contacted Vizio again. The response was similar.I purchased a Vizio TV in good faith that the advertised applications would function. I tried multiple times to contact technical support for resolution, but Vizio is deflecting the responsibility to Amazon. I did not purchase the TV from Amazon I expect Vizio to stand behind the product that they sold me, especially when each email claims to have best in class technical support.I am asking Vizio to refund $500 of the purchase price of this TV as compensation for false advertising. I have no contractual agreement with Amazon if Vizio believes that Amazon is responsible for this outage, then they can seek reimbursement on their own. Additionally, I would like my warranty extended to the full duration of one year from the date that they deliver the functioning Amazon Prime application to me. If the warranty cannot be extended, then I would accept $750 (50% of the purchase price of the TV) instead to compensate for the false advertising and wasting my warranty.Please feel free to contact me to discuss this resolution.Sincerely,**** *******

Desired Settlement: I would like a $500 refund (1/3 of the purchase price of the TV) for falsely advertising that this TV included this application. The fact that Vizio responded saying that it "requires development and thorough testing" would indicate that this product should not have been sold as it was.I would also like my warranty extended to reflect a full warranty period from the time that the app is delivered, and the TV is considered "complete."

Business Response: To Whom It May Concern:

 

VIZIO, Inc.
(“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification
regarding BBB complaint number ********. As always, VIZIO takes any
complaint reported to the BBB very seriously.

 

In the
interest of providing customer satisfaction VIZIO has contacted the complainant
in an effort to resolve this issue. A representative from VIZIO spoke with the
complainant over the phone, and has resolved this issue.

 

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.  


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

**** *******

Business Response: RE: Complaint
ID ********
Dear Better
Business Bureau Representative:

We have reviewed the most recent response from **** ******* relating to his
complaint about the VIZIO television that he had purchased.

It is our understanding that Mr. ******* has returned the VIZIO television that he
purchased from Sam’s Club, which is the television that is the subject of his
complaint.

As was told to Mr. *******, the Amazon Instant Video App that was preloaded on Mr.
Barrett’s television experienced issues due to technical compatibility
difficulties.   This issue has now been resolved and as Mr. ******* notes,
the Amazon Instant Video App was fully operational on his television.   

While noting the above, technology products do experience compatibility issues. They
also require updates (typically software updates) to either work or work as
presented.  This is true whether the
product is a smart phone, a computer or other sophisticated consumer
electronics product. It is a fact arising from the open universe of software
and hardware.

The important facts are that the compatibility issue has been resolved. There is no
longer any issue with respect to the operation of the Amazon Instant Video App
on the VIZIO television.  

VIZIO prides itself on customer service and doing what is right for the customer.
VIZIO goes out of its way to ensure that customers are happy with both VIZIO
products and its customer service.
 
We are sorry that Mr. ******* experienced this problem. VIZIO always strives to be
better and work harder. It will continue to do so in the future. We hope that
Mr. ******* will be a future VIZIO customer.

Thank
you.

VIZIO,
Inc.

7/31/2014 Guarantee/Warranty Issues
7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio Smart TV from Dell in March 2014. I reported to the company that the Sound fluxeates on all channels. I called five time on Friday, June 21, 2014, trying to trouble shoot but no one was able to fix this problem. Last person promised a supervisor would call me within an hour. I have not head from the company again. I am sixty years old and live on a very fixed income and do not have extra money to repair this issue. I have spine problem and can't carry this 47" TV to a shop. Please assist. No one in the company is willing to honor my warrantee.

Desired Settlement: To get help from company so I can watch TV that I am still making paymenys on.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and has resolved this issue.

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.

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I PURCHASED THIS VIZIO TV APPROX 3 YEARS AND SEVERAL MONTHS AGO. WARRANTY WORKS AS FOLLOWING 1 YEAR THRU COSTCO 1 YEAR THRU VIZIO AND 1 THRU AMERICAN EXPRESS. SO A TOTAL OF 3 YEARS. SO AFTER THREE YEARS AND SEVERAL MONTHS MY TV ALL OF A SUDDEN BEGAN NOT WANTING TO TURN ON ANYMORE. IT WOULD POWER UP TO THE SPALSH SCREEN STAY ON IT FOR MINUTES AND THEN SHUT OFF. THEN IT GOES THRU THE SAME PROCESS OVER AND OVER. SO BASICLY THE TV NEVER POWERS ON TO USE. I CONTACTED COSTCO CONCEIGRE AND THEY CONNECTED ME WHILE THEY STAYED ON THE LINE. THE REP FROM VIZIO CAME ON THE LINE AND ASKED WHAT THE PROBLEM WAS AND WITHIN THE SAME BREATH SAID WE KNOW OF THE ISSUE AND WE CAN SEND SOMEONE THERE TO FIX IT FOR 185.00. I SAID WAIT YOU CAN JUST SAY THAT AND CHARGE ME 185 RIGHT NOW ON THE PHONE AND HE CAN COME HERE AND GURANTEE TO FIX IT SIGHT UNSEEN FOR THAT PRICE? I SAID I WILL HAVE TO GET BACK TO YOU AND LET YOU KNOW. THAT DAY SINCE THAT SOUNDED VERY STRANGE. I BEGAN TO RESEARCH THIS AND ONLINE AND HAVE FOUND OUT I AM NOWHERE NEAR THE ONLY PERSON GOING THRU THIS. THOUSANDS AND THOUSANDS HAVE REPORTED THE SAME ISSUE. AS A MATTER OF FACT IN GOOGLE WHEN YOU TYPE IN VIZIO IN THE SEARCH ENGINE VIZIO PROBLEMS WAS FILLED IN FOR ME?. IT STARTED TO DAWN ON ME THAT THIS IS OBVIOUSLY A ISSUE ESPECIALY WHEN I SEE THOUSANDS AND THOUSANDS IN MY SAME ISSUE. HUNDREDS OF WEB SITES AND EVEN HUNDRED OF PAGES ON UTUBE ALSO. THIS TIME I AM CALLING BEING AN EDUCATED CONSUMER AT THIS POINT. I CONTACTED COSTCO WHO CONNECTED ME TO VIZIO AS COSTCOS REP STAYED ON LINE ALSO. I TOLD THEM EVERYTHING I LEARNED AND REQUESTED THEM TO FIX IT FOR FREE DUE TO THEM KNOWING OF THIS ISSUE. AFTER THEY GOT REAL ANGRY CAUSE IT SEEMS LIKE I HIT A NERVE. AFTER I QUESTIOND THEM SOME MORE SHE RESPONDED TO ME "HEY LOOK THESE TV'S ARENT REALLY MADE TO LAST MORE THAN 4 YEARS. OH MY GOODNESS, WHAT DO I SAY TO SOMETHING LIKE THAT? EVEN THE COSTCO REP ON THE LINE WAS AMAZED OF WHAT WAS SAID. AT THAT POINT THEY SAID THEY REFUSED TO FIX THE TV THEN THE COSTCO REP SAID THEY WOULD NOT BE ABLE TO ALSO. SO HERE I AM LIKE THOUSANDS AND THOUSAND HAVING THE SAME ISSUE. NOBODY TAKING RESPONSABILITY ON ANYTHING. THIS IS SOMETHING THAT JUST SEEMS NOT CORRECT. SEEMS LIKE SOMETHING LIKE THIS OFFICE SHOULD BE INVOLVED IN. JUST AN FYI ALSO THIS ALL STARTED HAPPENING AFTER MY TV DOWNLOADED A UPDATE FROM VIZIO. SO I ALSO BLAME THIS FOR HAPPENING BECAUSE OF THAT.. IF THIS ISNT RESOLVED THRU THIS MEANS I WILL FILE A COMPLAINT WITH THE ATTORNEY GENERALS OFFICE BUISNESS COMPLAINT AND FILE IN SMALL CLAIMS COURT.

Desired Settlement: THIS WAS A KNOWN ISSUE AND REFUSE TO PAY 185 FOR THIS REPAIR. AND DID NOT EXPECT THIS TO HAPPEN AFTER THIS SO CALLED UPDATE. I REQUEST A REPLACEMT IMMEDIATLY.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business
Bureau’s (“BBB”) notification regarding BBB complaint number ********. VIZIO
takes any complaint reported to the BBB very seriously.
 

In the interest of providing customer satisfaction VIZIO has
contacted the complainant in an effort to resolve this issue. A representative
from VIZIO spoke with the complainant over the phone, and has resolved this
issue.


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

7/25/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase a Vizio HDTV model E371VL about less than 2 years ago, and its stopped working 2 days ago. The TV went completely blank(black screen-blinking vizio light), no audio/visual and had power issues. I bought this at Target due to glowing recommendation from neighbor and now I am kicking myself. I spoke to a Vizio Customer Service Agent yesterday and the tv was diagnosed with a backlight problem, which means nothing to me since its a manufacturer problem. All he could offer was to contact a local TV Repair Service which was going to cost me 200.00 to get it fixed. I am dumb-founded that this was the only solution to an ongoing problem, as I saw numerous complaints about this Black Screen Issue. This was my first time buying Vizio and my last-- Customers should not have to pay 500.00 every 2 years to get a new tv. I 've had Panasonic, Phillips TV's that lasted me 10yrs and never a problem. Vizio obviously isn't standing behind there product to honor a replacement or grant customer a repair tech to fix TV on there expense, the customer should not be liable for a TV that should have a longer lifespan. They are aware of this problem and somehow play dumb to it. .

Desired Settlement: It would be great to at least get some compensation for this, like have a repair technician and fix the backlight problem at Vizio's expense.

Business Response: To Whom It May Concern:


VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)

notification regarding BBB complaint number ********.  VIZIO takes any

complaint reported to the BBB very seriously.







In the interest of providing customer satisfaction VIZIO has contacted the

complainant in an effort to resolve this issue. A representative from VIZIO

spoke with the complainant over the phone, and is working with the complainant

to resolve this issue.







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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I already paid full price for a New TV about a year and half ago, and shouldn't be expected to pay the $99.00 for repair as well. I think the Manufacturer should be held liable for this type of power issue that the TV encountered, obviously i am not the only one that had this problem as read in thousands of reviews. I expected my TV to last for more than 5 yrs and would have not mind paying for a repair cost then. Waive this labor costs and i will accept.

Regards,

****** *****

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business
Bureau’s (“BBB”) notification regarding BBB complaint number ********. 
VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has
contacted the complainant in an effort to resolve this issue. A
representative from VIZIO spoke with the complainant over the phone, and is working
with the complainant to resolve this issue.
 
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.  

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In March of 2013, I purchased a Vizio E390-A1 SN: *************** smart TV from my local Sam's Club. The TV is used maybe an hour or two every week. It probably has less than 50 hours of viewing time on it. Approximately one month ago I attempted to turn the TV on and it would not. The power light would come on, but nothing else. I had no picture and no sound. I went online and saw how to "power cycle" the TV which worked. I assumed that had fixed whatever problem the TV was having. Since that date anytime I would attempt to turn the TV, I would have to power cycle it again. If I turned it off and attempted to turn it right back on, I would have to repeat the process. Now the TV also shuts off on it's own. I spoke with customer service who verified I was having a power issue, which I already knew. I was advised that since I was three months out of factory warranty I would have to pay for the repairs. This is unacceptable. I believed I was purchasing a quality product, which I have since been proven wrong. When the I purchased the TV I did not purchase an extended warranty because I was placing it in a spare bedroom and did not expect it to be viewed very often. The only time the TV is turned on is for my two year old to watch a cartoon occasionally. If this was something viewed multiple hours a day, everyday, I could except that things just break. I believe that poor quality components are being used just to get past the one year warranty. I will never purchase another Vizio product nor will I recommend them to anyone.

Desired Settlement: Product be repaired or replaced. It's not a money issue, it's a principle issue.

Business Response:

To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)
notification regarding BBB complaint number ********.  VIZIO takes any
complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the
complainant in an effort to resolve this issue. A representative from VIZIO
spoke with the complainant over the phone, and is working with the complainant
to resolve this issue.

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.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

Regards,

*********** ******

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I Purchased a VIZIO M401I-A3 TV on 1/1/14. The TV creates a high-pitched noise when in Standby Mode only. It annoys me so much that I need to unplug the TV when it is not in use. It keeps me awake at night if I don't. Vizio started by having me plug the TV into different outlets all over the house. Then trying different surge protectors. They even wanted me to bring it to another building. They ended up sending me a REFURBISHED TV to replace the first defective TV. This TV made the same noise. Vizio then sent out two different technicians from two different companies and both have agreed that they can hear the noise also; however when I contact Vizio, they tell me that this is normal. Any TV that needs to be unplugged to sleep is NOT normal, it is defective.

Desired Settlement: I request a complete refund for the TV, and compensation for the time I have taken off from work, and effort I have spent trying to resolve this issue.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)
notification regarding BBB complaint number ********.  VIZIO takes any
complaint reported to the BBB very seriously.


In the interest of providing customer satisfaction VIZIO has contacted the
complainant in an effort to resolve this issue. A representative from VIZIO
spoke with the complainant over the phone, and is working with the complainant
to resolve this issue.

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.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

Regards,

******* *****

7/19/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought Vizio sounbar (refurbished). Item does not function properly. Contacted technical support which determined that digital connection is an issue. New digital cable was send which i never received. After contacting tech support during the warranty period with additional issues (noise, volume issues), i was told that Vizio is not going to be able to replace the soundbar and that i have to contact a place of purchase. I already submitted a rebate for the item and not able to return it to the place of purchase, now i am stuck with defective soundbar. Vizio has wasted a tremendous amount of my time and has failed to honor their agreement and warranty. Service Request# is: ********** CaseID#*******

Desired Settlement: Replace the soundbar for a new non defective soundbar.

Business Response: To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business
Bureau’s (“BBB”) notification regarding BBB complaint number********. As
always, VIZIO takes any complaint reported to the BBB very seriously.

 

In the interest of providing customer satisfaction VIZIO has
contacted the complainant in an effort to resolve this issue. A representative
from VIZIO spoke with the complainant over the phone, and is working with the
complainant to resolve this issue.

 

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.  


7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Vizio bluray player. Bluray players require periodic firmware upgrades to play the newest bluray discs. Vizio stopped making bluray players and in turn stopped firmware updates. I now have a player that wont play any new movies ever again! I was basically sold a product that without notice is no longer useful. I have an expensive paperweight. Vizio has offered no help just told me there is nothing they can do. I can't watch some of my Christmas presents, I can't rent a movie for my family. I'm just out the money I spent on their equipment that they won't support anymore!

Desired Settlement: They can have their player back if they pay shipping and refund my money. It still works great for old blurays but the new release movies wont work.

Business Response: Dear Better Business Bureau Representative: 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business  Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.
 
Please be advised that based upon VIZIO’s review of the product in question VIZIO has determined that the warranty on this product expired prior to Mr. Guthrie contacting VIZIO regarding this matter.

Separately, due to the continued rise in unauthorized copying of films and television shows in the market, changes are continuously being implemented by film and television studios to update the copyright protections included on Blu-ray discs. These copyright protection changes can result in certain Blu-ray players being unable to support the protected content found on newer Blu-ray discs.   As VIZIO no longer sells Blu-ray players, all previously released VIZIO Blu-ray players no longer receive software updates that would enable them to support the new copyright protection changes. 

If *** ******* has other questions we encourage him to contact our Customer Support team at https://vizio.custhelp.com/

Sincerely,
VIZIO, Inc.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Vizio did contact me and gave me no help. They just told me what their message to the BBB says. Basically I'm SOL with no help, only an apology which doesn't give me a working bluray player or money to get a working bluray player. My family now has a bluray player that functions but wont play new bluray discs, also we are without the money spent for this player. In conclusion they were no help, did not offer any customer support, and gave me the runaround that lead to nowhere. I'm left here to deal with myself as "CUSTOMER SUPPORT" Thank you BBB for your help and I hope this reflects against Vizio's BBB rating VERY VERY POORLY!!!!


Regards,

******* *******


Business Response: To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) rebuttal regarding BBB complaint number ********. VIZIO takes any complaint reported to the BBB very
seriously.

 

In the interest of providing customer satisfaction VIZIO has contacted
the complainant in an effort to resolve this issue. A representative from VIZIO
spoke with the complainant over the phone, and made a final offer.

 

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.  

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i called and made a warranty claim for my new tv , less than one year old . the picture has started to fade and has multiple bright spots that are beginning to make the picture look bad . i sent pictures pertaining to the issue . the response i received was that my warranty had expired. i made a claim before and there was a new tv sent to me . the company makes it sound as if they do not have to warrant the new tv .

Desired Settlement: i am asking that the television be replaced. and that i receive a warranty under new television purchases. one year from date in operation

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number 10052426. VIZIO takes any complaint reported to the BBB very seriously.

VIZIO has reviewed this complaint and has determined that Mr. ******s' VIZIO television was out of warranty prior to him contacting VIZIO regarding this matter.  Further, VIZIO did review pictures of Mr. ******s' VIZIO television and has determined that there does not appear to be a defect with the VIZIO television.

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** ******s 

 
Thank you for you response to my request.  I still did not understand how my new television would be out of warranty.  The product was not refurbished but brand new! 
One year from date is what I was told about and read on my warranty! 



Business Response: To Whom It May
Concern:

 

VIZIO, Inc.
(“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification
regarding BBB complaint number ********.  VIZIO takes any complaint reported to the BBB
very seriously.

 

In the interest of
providing customer satisfaction, a representative from VIZIO has attempted to
contact the complainant to further discuss this complaint; however, we have not
been able to reach the complainant at this time. VIZIO will attempt to contact
the complainant again in an effort to try and to come to a resolution regarding
this complaint.

 



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. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

as i have forwarded new pictures to the company on multiple times , there still has been no resolution to my claim. i am continuing to look forward to hearing from vizio to resolve the issue with my tv losing the colors in multiple places. just send me a different model of tv that is comparable . i have made the same complaint with two tv,s of this same year and model. thank you again for your ideas and for your prompt attention to this matter 

Regards,

***** ******s

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: march 2013 I purchased a 60'' VIZIO SMART HDTV for $998.00 plus tax from walmart in poplar bluff missouri,,six months ago I started having problems with a spot the size of a saucer (like in cup and saucer) and then another spot which made the video then go out and I could still hear the audio..I had saved for this tv for years wanting one and now old and no children or anyone to mess with my things,I paid cash for the television..unknowing that the VIZIO SMART HDTV ALREADY HAD ISSUES .AND NOW THE COMPANY HAS offered me $100.00 off of one of their televisions and I wondered if they thought I had fallen off of a pumpkin truck.They can not fall back on no insurance past dates nor the year I had had it because the VIZIO SPECIAL BULLITAN proves they sold the sets knowing they had issues with the suppliers.-- answers.vizio.com/hc/en-us/articles/200130699-VIZIO-SPECIAL-bulletinand models numbers which is mine MODEL NUMBERS E601i0A3 WHICH is my year old $998.00 plus tax VIZIO SMART HDTV SET...that is just not right.this company knowingly sold us these sets knowing they would--WOULD HAVE THESE PROBLEMS OF LOOSING VIDEO.USUALLY WITH IN THE 500 HOUR TIME QUOTEDPLEASE HELPTHANK YOU******* **********

Desired Settlement: refund of of my VIZIO SMART HDTV BECAUSE THEY HAVE ALREADY STATED THEY CAN NOT BE REPAIRED AS IS A PANNEL ISSUE..and you know,,this could have burned down my home..I wish I could send you the photos that I sent to them and I see no where to be able too

Business Response: Dear Better Business Bureau Representative:
 
VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business  Bureau’s (“BBB”) notice regarding complaint number ********. VIZIO takes any complaint reported to the BBB very seriously.
Please be advised that based upon VIZIO’s review of the product in question VIZIO has determined that the warranty on this product expired prior to the customer contacting VIZIO regarding this matter.
 
In the interest of providing customer satisfaction VIZIO has contacted the customer and made her an offer to purchase a replacement VIZIO product at a discounted price.  This is the only offer VIZIO is able to make to the customer 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.
 



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.  

7/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Feburary 15, 2014 I purchased a Vizio TV model E601I-A3 from my local Costco Wholesale Club. Our reason for picking the TV model from Vizio included the fact that it was an LED HDTV, with 120Hz refresh rate, and more importantly- that it was a smart TV. Advertised not only in the store (and in other big box retailers we visited such as Best Buy), the TV box, but even in the TV's demo mode is that the TV includes many smart apps such as Hulu, Netflix, and Amazon. There is a dedicated button on the remote for the Amazon app as well. Considering that I have Amazon Prime, I thought that this would be an ideal TV with the exact specifications I was looking for.Fast forward to today. The Amazon app on this TV does not work. When one either uses the button on the remote, or selects the app from the onscreen menu, one is told that the app does not currently work and a solution is being worked on. This is the same error message I have received since the day I installed the TV in my home.Calls to tech support are useless: Vizio claims it's Amazon's fault, and Amazon claims it's Vizio's fault. Meanwhile, I have an expensive TV with advertising all over the remote, the TV itself, the box, etc that says that the Amazon app is a feature of this television.I feel that the company is deceptively marketing its item to consumers. Many consumers are looking for the top tier apps when considering a smart TV: Amazon, Netflix, Pandora, and Hulu. So of course, Vizio has to make itself comparable and marketable to it's competitors and it says that it can provide consumers with the Amazon app- which it actually does not do!The problem lies with the TV, I am a tech savvy consumer and all of my other various devices connect to Amazon just fine. This TV won't even load the app! I have paid for something that the company advertises it does, and yet, the TV can not come close to actually doing. I feel that this company has used very deceptive advertising tactics to lure customers from competitors.

Desired Settlement: Either the TV should be replaced with a comparable model that does what it says it does, or a work through method should be provided (such as a Roku or Amazon TV box) that will allow me to use the TV as advertised.

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) complaint number ********. VIZIO takes any complaint reported to the BBB very seriously.

At VIZIO, the quality of our products is very important to us.  VIZIO works diligently to bring the best possible experience to our customers. In order to deliver the same experience with our app partners, this requires hard work and collaboration among VIZIO and the app partners. 

Amazon is working hard to update the Amazon Instant Video app on the VIZIO Internet Apps Plus platform and deliver an improved user experience.  Once the update is available, the Amazon Instant Video App will automatically update on the internet-connected VIZIO smart TV.   

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,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[This is a form letter that does not address the issue at hand. While Vizio has reached out to me, NO RESOLUTION HAS YET OCCURRED. Thus, I do not feel that my complaint has been addressed or solved. I regret that until I have a fully functional TV that functions as described, I can not consider this matter settled.]

Regards,

***** *******

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Have been in contact with a manager at Vizio and our last phone call was approximately 4-5 weeks ago. At that time, I was told that a fix for the issue was in the works but that nothing was ready to be released at that time. I was told that he (the manager) would be in contact with me once a solution was ready. No further contact has been had. ]

Regards,
***** *******


Business Response:

To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********.  As always, VIZIO takes any complaint reported to the BBB very seriously.

 

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

 

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. 

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Vizio television on 1/6/2014. Two weeks ago, the television goes out. I call Target, which is where I bought the television for them to tell me that I need to contact Vizio since it is still under warranty. So, I call Vizio. We troubleshoot over the phone, nothing. Then they decide that the earliest date a tech can come out to fix the television was in about a week. That was too long taking into consideration we only have so many televisions in our home and this television is in a bedroom. So, they left the slot open and would have the company the handles the repairs call me. They did. When they called they stated that they had to order parts to try to repair the television. During I troubleshooting I explained to them that before the television went out that the picture on the screen was very faint. You could barely see. The tech comes to the house to repair the television with the parts that were ordered. Well, needless to say, after 4 hours of the tech's time and mine, it was not repairable. The tech told me to call Vizio so that the can send me a new television. I did just that. Remind you, I have been without a television for two weeks thus far. After to speaking with the representative, she stated that I had to give my credit card information and another television will be shipped to me in a about 10 days. ANOTHER TWO WEEKS? This is unacceptable service! To leave someone without a television that they purchased for a month or so due to certain policies is unacceptable. They representative stated that Target bought the television from Vizio and that if I had an issue with the time frame, then I should contact Target. Well, I did that originally and was told that Vizio's warranty overrides the extended warranty I purchased through them, but Vizio is taking absolutely too long. Instead of replacing the panels inside of the television when it was stated that the picture went out first, slowly, it should have just been replaced with a new television.

Desired Settlement: A quicker replacement

Business Response:

To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********.  As always, VIZIO takes any complaint reported to the BBB very seriously.

 

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

 

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. 

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio A701i-A3 Tv on June 1 2013 The screen developed white spots 30 to 50 on the botttom half of the screen. Vizio sent a recertified replacement on Dec 31 2013. The same problem developed on the replacement I recieved a new warranty replacement on May 16 2014. I have had this TV for a month and 4 to 5 white spots on the bottom half of the screen have developed. This is a known issue only on the 70" screens manufactured for Vizio by Sharp. I have seen this issue on many store display models and the amount of white pixel spots only increases with time.

Desired Settlement: I would like a refund or a exchange for a 2014 70" This model is defective and i will only be getting a third replacement of the same TV if i call Vizio. When will this stop?

Business Response: To Whom It May Concern:







VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)

notification regarding BBB complaint number ********.  VIZIO takes any

complaint reported to the BBB very seriously.




In the interest of providing customer satisfaction VIZIO has contacted the

complainant in an effort to resolve this issue. A representative from VIZIO

spoke with the complainant over the phone, and is working with the complainant

to resolve this issue.


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.   

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: after buying a 50in vizo tv , having it for 5 months it started shutting off not downloading not picture getting stuck between net flicks an reg, tv. so I call vizo , told me to do this do that, well after about 10 time , it was time for them to jump through my hoops, told them to get someone out here to fix it , that was a mistake the guy was prying my 800 dollar tv apart with a pocket knife , then he proceeds to tell me the tv are junk, after replacing the control board the signal from my wireless was next to nothing, when before it was in the green, well he couldn't figure it out , and left, called vizo again tv still didn't work, and guess what they wanted me to reprogram it again press this do that , I said no send me another tv so they did , this one is a pice of junk as well today it decides to take a brake and shut off on its own , then it downloads and u can hear them talk but u cant see what they are doing. so called good old vizo , hay I said , haven't had this one 2mths and it got tiered and shut off on its own and the pict isn't there on net flicks, told them i am not pushing any buttons programming nothing , i want a bran , spanking new one sent, after telling all past problems, Shure send one right out so after being on hold , badge # 1077 said , well we can send a teck out to look at it , so now i will have to miss another days pay because they cant give u a precise time narrower than 4 to 6 h i am self employed and the first time i had to stay home , i lost 240 bucks and now i have to do it again for another 240 so lets just say 500 plus 150 for a new wireless router that i didn't need because the firt time it was the tv, so i have gone through two tv in 5/6 months so i cant wait to see what is going to happen next

Desired Settlement: got tv new = broke strike one sent someone to try to fix it, didn't happen still broke = strike two sent a new tv out, it don't work, sending another teck out, said they would send a new tv change there mined = strike three I WANT MY MONEY BACK TO GET ONE THAT WORKS. OR BUY ME A NEW ONE OF MY CHOICE AT THE SAME PRICE THAT I BOUGHT THE VIZO FOR FOR A MULTY BILLION DOLLAR COMPANY THAT DOSENT SEEM LIKE TO MUCH TO ASK DOSE IT?

Business Response:

To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********.  As always, VIZIO takes any complaint reported to the BBB very seriously.

 

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

 

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. 

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is ****** *******. I am filing a complain to VIZIO address is at 39 Tesla Irvine Ca 92618, phone number ###-###-####. I purchase a 60 inch VIZIO SMART-TV last November of 2012 at Walmart Supercenters address is at **** *** *** ***** ******* ** ****** I paid 699 or 799 plus 9.25% tax. I called them 2 months or so after I purchase the TV coz its losing its video and sound came to find out theres a recall so they replaced it. The new replacement is still messing up, called them tried to fix it and still messing up so I insisted for a replacement or my money back so they replace with the same kind of TV. Last May 24, 2014 the TV is making popping sound and it loses its volume called them after hours again doing all the troubleshooting the Manager named Riza told me shes gonna put a request to replace my TV with a different brand, when I follow up Friday May 30,2014 Ive been told that they are not replacing it anymore even if its still under warranty.

Desired Settlement: I dont like that theyre giving me a runaround am tired of this TV I want my money back or a replacement of a different brand TV. The warranty will be over this June 24, 2014.

Business Response: To Whom It May Concern:







VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)

notification regarding BBB complaint number ********.  VIZIO takes any

complaint reported to the BBB very seriously.


In the interest of providing customer satisfaction VIZIO has contacted the

complainant in an effort to resolve this issue. A representative from VIZIO

spoke with the complainant over the phone, and is working with the complainant

to resolve this issue.



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.   

Business Response: To Whom It May Concern:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)

notification regarding BBB complaint number ********.  VIZIO takes any

complaint reported to the BBB very seriously.


In the interest of providing customer satisfaction VIZIO has contacted the

complainant in an effort to resolve this issue. A representative from VIZIO

spoke with the complainant over the phone, and is working with the complainant

to resolve this issue.


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.   

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a 70" television back in June on 2013. About 4 months after I purchased the original TV the LCD panel had went bad. They gave me a replacement. When I received the new TV I knew something was wrong with it. They didn't believe me and sent a technician out. The technician found out that the TV had the wrong main board installed by the factory and had to replace it. The next month the LCD panel in the TV went bad again and I contacted Vizio. They told me they would send another TV. I received my second replacement. I knew as soon as I turned on the TV that it had the same problem as the last one, Wrong main board! The TV's have been unwatchable for the past 6 months. Since before the super bowl and have ruined many parties and events I have wanted to hold at my house. Now they want to send out another technician to try and fix this one. I just want my money back. I paid $1,698 for the TV not including tax. This is completely unacceptable. The product is defective and I want my money back. I have proof of purchase with my receipt too. This is a large inconvenience and Vizio does not seem to care that I paid them $1698 and they are giving me a bad product. I have pictures and videos and case numbers to prove all of this too.

Desired Settlement: I want Vizio to come pick up the defective TV and Refund me the full $1,698.

Business Response:

To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

 

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and has resolved this issue.

 

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.  

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Yesterday bought a 70" television and within 20 minutes the set was "flickering". Contacted Vizio claim # ******* who requested a video of the issue and proof of purchase (e-mailed today) after roughly 20 minutes of following an agents instructions of trying to resolve the problem by unplugging disconnecting and reconnecting cables/wires. I have no way of videoing and informed them so. I requested a replacement of the same item after the agent stated that a technician could be sent out to diagnose and repair the problem; I find it unacceptable to repair a brand new television and stated if I wanted a refurbished television I would have bought one at half the cost of $1498. My only option with additional cost is to rent a vehicle to transport a 70" television back to the retailer and get an exchange or refund. Considering I had contacted the company and was willing to take a chance on another one of their products of properly working I find it poor business practice for them to offer a "fixed" unit at full retail price!

Desired Settlement: Same television model to be delivered and set up with no additional cost to myself, with the option to return the unit if it also is defective.

Business Response: To Whom It May Concern:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”)
notification regarding BBB complaint number ********.  VIZIO takes any
complaint reported to the BBB very seriously.



In the interest of providing customer satisfaction VIZIO has contacted the
complainant in an effort to resolve this issue. A representative from VIZIO
spoke with the complainant over the phone, and is working with the complainant
to resolve this issue.



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.   

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: we purchased a 60" Vizio LED Smart TV in Sept 2013 at our local Walmart and have a 4 year extended warranty through Vizio. We had no issues until we decided to purchase Netflix and begin streaming using the smart function. Starting 2/6/2014 the TV would lock up while streaming. We contacted Vizio to solve the issue. Eventually they sent a tech out and replaced the main board. Within 10 days we had the same issue. Finally after 9 calls and the TV going completely blank, they advised they would replace the TV with an "upgraded new TV". The TV was delivered 5/6/14 and was not the "new upgraded" TV promised, but a re-conditioned one exactly liked the one we had purchased. Within 20 days the same issue occurred, and we again contacted Vizio and they informed us that the E-Series TV's will lock up intermittently when streaming Netflix. They also informed us this was due to improper file sharing technology built into the E-series TV, their M-series TV's have corrected this problem with DNLA file-sharing technology. Vizio is sending out a tech to run a complete diagnostic again. Without DNLA file sharing technology, our TV will continue to have this problem. We paid for the smart TV technology in lieu of purchasing a streaming device, ie ROKU, Apple. It would be nice to have a working smart TV streaming unit. That's what we paid for.

Desired Settlement: We wish to have a full refund of the TV purchased along with a prorated refund of our 4 year extended warranty.

Business Response: To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in
receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB
complaint number ********. VIZIO takes any complaint reported to the BBB very
seriously.

 

In the interest of providing
customer satisfaction VIZIO has contacted the complainant in an effort to
resolve this issue. A representative from VIZIO spoke with the complainant over
the phone, and is working with the complainant to resolve this issue.

 

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.  

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio Smart TV in the Spring of 2012. I purchased Model # M420SV. I have owned this TV for just a little over 2 years and the audio has stopped working. I have picture, but no sound. I contacted the Vizio technical support line last night. The tech walked me through some trouble shooting steps without success. Still no sound. At which point tech stated "looks like there is something wrong with your tv." Obviously so! Hence the reason I called for technical support. The tech offered me a name and phone number for a company near me that could possibly repair the tv for me at my own expense. This is absolutely unacceptable. When someone pays well over $700 for one of your products they should be able to expect it to last longer than 2 years!!! Buying this tv was a large investment for my family. I am a combat veteran with multiple tours in Iraq & Afghanistan. When I left the military I met my wife and we started a family. It has not been a cake walk trying to make ends meet in the civilian world. The jobs just aren't there. Having only one source of income, as my wife is a stay at home mom, it was a HUGE investment for us to purchase this tv. An investment that exploded in our face since it didn't last but 2 years. I would expect your company to stand behind its products better than that, or better yet make products that are better so that people can actually get acceptable "life" out of them. My family cannot afford to pay astronomical repair bills or the cost of a new tv and we shouldn't have to. Your products should last longer!!!

Desired Settlement: I want Vizio to stand behind their product!!! I want Vizio to arrange for repair (or replacement if repair is not possible) of my "smart" tv, Model# M420SV at no cost to me!

Business Response: To Whom It May Concern:
 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notification regarding BBB complaint number ********. As always, VIZIO takes any complaint reported to the
BBB very seriously. 

In the interest of providing customer satisfaction VIZIO has contacted
the complainant in an effort to resolve this issue. A representative from VIZIO
spoke with the complainant over the phone, and has resolved this issue. 

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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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. VIZIO has offered to repair my TV at not cost to me. A repair has been scheduled. However, this matter isn't fully resolved until the repair actually takes place.

 

Regards,

*********** ********

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vizio 32 an it's not working there is no sound or u can't connect to the difference apps on the tv I called,I talked to about three different people but the last said that they would replace it I said what a new cause that's what I paid for, she said no. I didn't want to talk her no more why cause this the second tv I purchased that have problems an they told me the same thing about that t.v. I just want them to give me what I paid for nothing more or less. I found out when the tv's not working they say oh it's the cable.

Desired Settlement: I want my money back cause I see that it's not worth having so I can purchase another brand not vizio.

Business Response: To Whom It May
Concern:

 

VIZIO, Inc.
(“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification
regarding BBB complaint number ********.  VIZIO takes any complaint reported to the BBB
very seriously.

 

In the interest of
providing customer satisfaction, a representative from VIZIO has attempted to
contact the complainant to further discuss this complaint; however, we have not
been able to reach the complainant at this time. VIZIO will attempt to contact
the complainant again in an effort to try and to come to a resolution regarding
this complaint.

 

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. 

Business Response: To Whom It May
Concern:

 

VIZIO, Inc.
(“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification
regarding BBB complaint number ********.  VIZIO takes any complaint reported to the BBB
very seriously.

 

In the interest of
providing customer satisfaction, a representative from VIZIO has attempted to
contact the complainant to further discuss this complaint; however, we have not
been able to reach the complainant at this time. VIZIO will attempt to contact
the complainant again in an effort to try and to come to a resolution regarding
this complaint.

 

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. 

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In November 2012 I purchased a vizio blu ray player from walmart. It never worked right from the moment we got it. In August of 2013 I had called in and discussed exchanging my blu ray player because it would not work at all. I faxed over a copy of my receipt and they exchanged it with another player. Well and behold, this player starting doing the same things. It would not recognize the remotes signal, freezing up, and not able to connect with the internet. I called customer service again. They had me contact my cable company and have them switch the encryption type. They went ahead and changed the type of encryption. I called back to customer service and they were still not able to make a connection to the internet. I asked the representative, what can we do about this not working? I was told nothing. The warranty is only on the first player. I asked to speak with her manager. ***** ***** #***** was manager that I was transferred to. Although he was very pleasant, we spent over an hour trouble shooting the issue. After he talked with the tech department, he was told the wireless module was broken. He told me I had to repair this myself. While I was on hold several different times, I started doing some research on this player. I found countless complaints on several websites and the same exact issues. I also found out that they no longer make blu ray players. Now I know why. I was very disappointed that Vizio won't back their products. I have Sony players, tv, and stereo equipment that remain to be extremely reliable. Some dated back to the 90's. I will not ever buy any other vizio product based on my experience. It is a shame that Vizio is going to loose a mother of 3, who will be purchasing several devices over a $50 blu ray player. My case number from Vizio was *******.Thank you, *** ****

Desired Settlement: I want a refund since they no longer make players

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business  Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that based upon VIZIO’s review of the product in question VIZIO has determined that the warranty on this product expired prior to the customer contacting VIZIO regarding this matter.

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.

7/1/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought a vizio 55" tv in oct 2013, after about 2-3 weeks tv would not turn on randomly unless it was unplugged and plugged back in. Called vizio and the set up a service appointment to replace the power supply, power supply replaced and the problem still persists. Called vizio again, this time they want to replace my new tv with a refurbished one and I only get a 90 day warranty, compared to a year with my original purchase. I paid for a new tv and now they want to give me refurbished, that isn,t what I paid for. I also paid for a year warranty now I get90 days, this warranty policy is not fair to me the consumer. I paid for new, so my tv should be fixed or replaced with what I originally paid for which is new not refurbished

Desired Settlement: New tv with remainder of 1 year warranty , not refurbished with 90 day.

Business Response: To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business
Bureau’s (“BBB”) notification regarding BBB complaint number ********. As
always, VIZIO takes any complaint reported to the BBB very seriously.

 

In the interest of providing customer satisfaction VIZIO has
contacted the complainant in an effort to resolve this issue. A representative
from VIZIO spoke with the complainant over the phone, and has resolved this
issue.

 

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.  

7/1/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 15, 2014, I bought a new Vizio television. On May 16, 2014, I came home from work and turned on the TV. The picture on the TV had lines going through 1/2 of the picture. I called Vizio and they asked me to email them pictures of the TV, which I did. About an hour later they called back and stated that it was a "panel issue" with the TV and they would be replacing the unit and I should expect the delivery within 5 to 7 business days. The next day, they left a message on my answering machine stating that "upon further review of the pictures, there appears to be a crack in the bottom left hand of the TV" and they would not be honoring the warranty. I then called back on May 27th and spoke with a gentleman who insisted, based on the photos, that the TV had been dropped or damaged by me. I suggested someone from Vizio should take a look at the unit because I guarantee, without a doubt, that nothing had happened to the TV. He told me that it was my responsibility to prove it was not damaged and I could take it to a repair shop, if I choose, but Vizio was not responsible. Case closed.

Desired Settlement: I spent hard earned money on a television that is now junk after 4 months. I was originally promised a replacement which satisfied me . Now I just want a refund $158.00, because I don't want to deal with a company that will not stand behind their product.

Business Response: Dear Better Business Bureau Representative:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better
Business  Bureau’s (“BBB”) notice
regarding complaint number ********. As always, VIZIO takes any complaint
reported to the BBB very seriously.

 

Please be advised that based upon VIZIO’s review of the
product in question VIZIO has determined that the product sustained a
non-manufacturing defect. 
Non-manufacturing defects are

not covered under VIZIO’s warranty.  An image of the product is included in this
response for your review.

 

In the interest of providing customer satisfaction VIZIO has
contacted the customer and made her an offer to purchase a replacement VIZIO
product at a discounted price.  This is
the only offer VIZIO is able to make to the customer 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.

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Vizio tv from Wal-Mart. The sales people told us if we did not buy the exstended service/warranty we would have to ship our broken tv all the way back to the manufacturer. We are getting ready to do this for the second time as per the instructions of one of the 4 Extended Service/Warranty Companies. Newcorp.com, Productassist.com, Asurion.com, techsupport@visio.com, there is another one that I can not think of.

Desired Settlement: Complaint Description:Purchased Product and xstended warranty. It turns out to be just a service agreement. All 4 sservice companies seem to be all the same one? First year product failed and they serviced it at the house. The Mother Board of the t..v. was replaced. Same thing happened a few weeks or months later and they said. " We do not have any replacement parts. So you'll have to ship it back. So not being happy with that. As all the sales people said, "" If we do not buy the extended.

Business Response:

To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

 

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

 

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.  

6/30/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On April 8, 2014, I placed an order for a product manufactured by this company, in particular a Vizio 50 inch e500-a1 Television. Upon receiving the product, I connected the base to the television set and noticed that the television did not sit vertically at 90 degrees which made for an unpleasant viewing experience. I contacted Vizio and after sending pictures and proof of purchase, they agreed to ship me a new stand assembly. On 4/22/14, I received the stand assembly and connected it to the television unit. Unfortunately, I noticed that this did not correct the problem and the television continued to not sit straight vertically. I followed up with Vizio on 4/23/14 and explained that the problem continued despite the new stand assembly. Finally, the representative with whom I spoke came back and told me that the model does not sit vertically, which does not sit well with me after spending nearly $700 on this product. It should be noted that in this company's advertising of this model there is no mention that the tv does not sit straight vertically. As a result, I am requesting replacement of this tv or refund of the price paid.

Desired Settlement: Either a replacement with a like model or full refund for the retail price paid, totaling $689.85

Business Response: Dear Better Business Bureau Representative:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better
Business Bureau’s (“BBB”) notice regarding complaint number ********.
As always, VIZIO takes any complaint reported to the BBB very seriously.

 

Please be advised that the television stand for this
VIZIO product is designed to allow the TV to lean forward slightly in order for
optimum viewing angles. VIZIO representatives have reviewed pictures of the
VIZIO product on the television stand and have determined that the angle of the
VIZIO product conforms to the normal angle and design of the television
stand.  In an effort to provide customer satisfaction, VIZIO offered the
customer a credit to purchase a universal stand that may be more to the
aesthetic tastes of the consumer.  This is the only offer VIZIO is able to
make to this customer regarding this complaint.

 

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Unfortunately, I cannot accept the response because the response contains inaccuracies.  First, my television does not lean forward slightly, it leans back slightly.  As a result, the television is thus defective since Vizio claims the tv is designed to lean forward.  In addition, the company offered only a $20 credit for the universal stand, which I declined, since this would result in the company making additional money as the universal stand costs $70.00.  I'm not sure why anyone would pay additional money to this company as a result of their defective product.  Should the company wish to pay the entire amount, I would happily accept the offer.]

Regards,

**** ***

Business Response:

Dear Better Business Bureau Representative:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business  Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

 

As previously stated, based upon VIZIO’s review of the product in question VIZIO has determined that the angle of the VIZIO product conforms to the normal angle and design of the television stand.

 

In the interest of providing customer satisfaction VIZIO has contacted Mr. ***  and made him an offer to purchase a replacement non VIZIO product of his choice, and VIZIO will reimburse him 20.00 towards the purchase of that product.  Should Mr. *** wish to take VIZIO up on this offer we encourage him to contact us at her earliest convenience.

 

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The resolution offered in the response to the BBB differs from the resolution the company has agreed to in external communication with me.  The company has agreed to provide a full reimbursement for a universal tv stand once I confirm to them that I am satisfied with the look of the stand installed on the purchased tv.  The representative has informed me that I can expect reimbursement within 7-10 business days during which time I am requesting the BBB to keep this case open.  I will only accept the resolution reached with the representative for full reimbursement. 

Regards,

**** ***

Consumer Response:

From: **** *** <*******************>
Date: Sat, Jun 21, 2014 at 12:16 PM
Subject: Re: You have a new message from the BBB
To: info@sandiego.bbb.org


Hello,
 
I am requesting that this complaint be closed as the business has resolved the case to my satisfaction. 
 
Thank you,
**** ***

6/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vizio has sold me a 3D Blu-ray player model VBR334. An error is received when playing new blu-ray movies which it requires you to update the player using the manufactures website. I will copy and paste my conversation with my Vizio rep: me: SERVER ERROR 11000404 when I try to update the firmware for my VBR334.Just a moment...******: In the Settings, under Info. What is the software version?me: PKG_DVD_3_2_025_VBR333/VBR334_17******: At this time we do not have an available update for your blu-ray model, that is why you are getting the error.me: So how do I resolve issues with blu-ray movies that wont play due to requiring an update to my player?******: A change has been made in the way data is stored on blu-ray discs. Your player will still work as it always has. You can use the player to watch the digital copy of your movie using the Vudu application. Vudu is an Ultraviolet locker and will allow you access to any digital copies you have of your purchased films. If you do not have a Vudu account it is free to sign up for.me: and if the blu-ray did not come with a digital copy?******: I apologize but there is not a way to force the player to player the bluray.me: I see, so I potentially have a Vizio player that is useless with new media contents.******: If an update is released for this, it will be automatically received through the network connection.I do apologize for the frustration of this.me: Which there wont be because I have had this issue for at least a year now.Good to know Vizio doesn't do support updates for their product lines. Time to buy a new player and switch brands.******: That is your right as a consumer. Do you have any other questions for me at this time?I apologize, due to no response I do have to disconnect the chat. If you are experiencing issues with the chat feature, try opening a different window in your browser or contact us directly at 877-878-4946. Thank you for contacting VIZIO Chat Support! If you need our assistance again in the future you can cont

Desired Settlement: I would like a 3D Blu-ray player that is updated and can play all new media contents. I think that Vizio should have support for all the product they sell and should not have to force a consumer to purchase a new product because they do not provide product firmware updates.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding BBB complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

VIZIO is unable to meet Mr. *****’s quest of a free replacement Blu-ray player.  VIZIO customer service representatives have made multiple attempts to contact Mr. ***** all of which have gone unanswered.  VIZIO needs to speak with Mr. ***** in order to understand the issue he is experiencing and to obtain necessary information from Mr. ***** that would enable VIZIO to determine how best to address his concerns, including obtaining proof of purchase of Mr. *****’s Blu-ray player and the date of said purchase. 

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

No attempts by Vizio or any representative to contact me have been made. All information that Vizio would need is on file with their original customer representative I had encountered this issue with. 

Regards,

*********** *****

Business Response:

 ?Dear Better Business Bureau Representative:
 
VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business  Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.
Please be advised that based upon VIZIO’s review of the product in question VIZIO has determined that the warranty on this product expired prior to the customer contacting VIZIO regarding this matter.
 
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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The product was purchased and in the same year the support for the product was discontinued. They claim due to pirating that media content is always changing and they cannot provide the codex to play all the media content currently produced. Other companies such as Sony and Samsung can play the content so Vizio should be able to provide an update allowing their media player to play it as well. A Vizio rep, Brent, offered a replacement Vizio 3D player via a live phone call but ensured me that it would still not play my desired contents. How can they sell a product line that doesn't play all media content. 

Regards,

*********** *****

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio 2 1/2 years ago and the product is defective. If you go to any of these websites, you can see how many complaints are posted on this product. http://******.com/vizio-issues-a-recall-on-large-screen-led-lcd-hdtvs/http://www.***************.com/home_electronics/vizio.htmlhttp://www.***************.com/home_electronics/vizio.htmlhttp://************.com/reviews/vizioI paid close to a $1,000 and it did not last plus there were glitches from the start. How can this company be allowed to sell more of their crappy product to the American consumer? Something must be done about it.

Desired Settlement: I would like a refund for my product. I still have my receipt and I can provide it a copy of it.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

VIZIO has offered to send a repairman to fix the television set at no cost to me.  If the television set is not repairable then they agreed to offer me a couple of options which is not very clear but my hopes is the television we be repairable.

Regards,

*** ***********

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have bought an (E)Series (E701i-A3) Vizio,(70) inch LED Smart t.v...I have had it replaced from where I purchased it (Twice) and from (Vizio) themselves (2) or (3)more times, with different issues each time!..I have had it up to my eyeballs with their incompetence in reviewing their own products and keep sending customers the (Same) Series again and again..They keep. Saying they (Have) to send me the same (Series) that I purchased...Or nothing!....Again, I have had yet another t.v. sent from (Vizio) and within the past (5) days of receiving it yet again another problem..the remote will not work and the t.v. does not turn off without unplugging it from the wall unit..I am tired of not being able to enjoy a product that I have purchased not even (3) months ago and have had to replace it (4) times now, and if I have to replace it again, I would rather get a refund,(all of my money I have spent on this series t.v.), but again, Vizio says no money given back, not one red cent..So now what do I do?..I was told to call the (BBB) on Vizio, so now I have and this was from a distribution, that has had Multiple returns of their same product as well..I have asked Vizio for another Series, maybe it's just this Series that is defective, they have answered all the way to the CEO of the company,No, less it's the same one I had previous...I just want to enjoy my product in which I had purchased, but now even this one is messing up just (5) days after getting it..So either money back or an (M) Series model..heard more positive 're views on this, plus they are newer also.., if not a refund will work just fine..what can I do next?..Thanks.plus I have all receipts to prove how much (I) have paid for my first t.v.

Desired Settlement: Refund of Full price paid, returned to me, in process, they can come and get t.v.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number********.  VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   



Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, 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.

Regards,

**********

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a VIZIO M401i A3 40 1080p 120Hz Razor HDTV around March of this year 2014. Ever since the first day I've been having problems with the remote unpairing control of my cable box. I had to pair the remote each time myself which has finally got me frustrated, this unpairing of my cable box happen after leaving TV on for awhile and when I first turn on TV everyday. I called their tech support and he just walked me trough the steps to pair the remote back with the cable box, which I told him I know how to do this BUT the problem keeps happening. Then he said "Well everything is working now and he can't do anything else." "REALLY" I said, Then I asked to speak to a supervisor, which then he said "He's going to tell you the same thing" Finally he puts me on hold, I wait and wait and a supervisor with an attitude comes on and said the last tech was right they can't help me because the remote is working now. I said, "are you serious?" He said "yes". I told him this keeps happening and I have to keep pairing the remote everyday. They refuse to help me after I stated that it keeps happening EVERY DAY! The supervisor got mad at me and said well you know what we won't help you then. I then hanged up the phone. Customer service is so unprofessional it's unbelievable.

Desired Settlement: I want a remote that works, They NEED to fix this problem with the remote somehow. This TV is STILL under warranty, it's only been about 2 months since I purchased it.

Business Response: To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business
Bureau’s (“BBB”) notification regarding BBB complaint number ********. As
always, VIZIO takes any complaint reported to the BBB very seriously.

 

In the interest of providing customer satisfaction VIZIO has
contacted the complainant in an effort to resolve this issue. A representative
from VIZIO spoke with the complainant over the phone, and has resolved this
issue.

 

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.  


Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* 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.

Regards,

****** *****

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vizio is selling smart TV's advertising with pictures and documentation that state they support and run Amazon Prime TV service. TV's are being sold with the Amazon application pre-installed that does not work. Both Vizio and Amazon have been contacted about this ongoing problem but neither will fix the issue and each company blames each other. It has been over a year and still the Amazon TV fails to function yet applications such as Netflix functions perfectly. BBB please help Vizio and Amazon come to their senses, either to stop falsifying and selling their TV based on an application that does not work or FIX the problem! Thank you

Desired Settlement: Fix the Application or refund my money and I'll purchase a competitor's TV (Samsung for example) rthat the application does work.

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) complaint number ********. VIZIO takes any complaint reported to the BBB very seriously.

At VIZIO, the quality of our products is very important to us.  VIZIO works diligently to bring the best possible experience to our customers. In order to deliver the same experience with our app partners, this requires hard work and collaboration among VIZIO and the app partners. 

Amazon is working hard to update the Amazon Instant Video app on the VIZIO Internet Apps Plus platform and deliver an improved user experience.  Once the update is available, the Amazon Instant Video App will automatically update on the internet-connected VIZIO smart TV.   

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have been in contact with a representative from Vizio by the name of ******. She is in charge of my case. After giving them my Mac ID address and serial number and some other information from my TV they sent an update to my set. Unfortunately it did NOT resolve my problem. I was told by ****** that my TV is the ONLY 1 that they have ever encountered with these symptoms and in order for them to proceed to try and resolve they would have to send service personal to my home to replace the "main board" and "wifi card".  I kindly said no thank you as I know this will NOT solve my problem and to take my 80" TV off my wall to experiment was not acceptable. My TV's hardware is in perfect functioning order, rather this is a software issue as the Amazon app works perfectly on my Samsung TV.  Regardless since I was told my TV was the ONLY ONE with these symptoms I decided to do some of my own investigating. Needing a couple of new TV's for the bedrooms I decided to go to Walmart to purchase a couple of smaller TVs for the bedrooms. I decided to purchased 2  VIZIO E241i-A1 24" 1080p 60Hz Razor LED Smart HDTVs that were on sale. Both are Smart TV's and both exhibit the SAME EXACT symptoms as my 80" Vizio TV. The same exact behavior!! The Amazon app will play trailers of movies but will NOT play the full movie. However I can start the movie on my PC using the Amazon web page and then go to the TV and RESUME the movie and watch it problem free. Netflix also works without issue. This is all using the SAME MAIN BOARD and WIFI CARD, on the same network, so it is NOT the hardware. There are many many frustrated customers that have purchased Vizio TVs under what we believe is false advertising and have never had the APP work from day one although we purchased it with the Amazon Prime app logo on the Box advertising it as a selling point. Please reference this ongoing active thread and read for yourselves all the numerous dissatisfied customers. 


http://www.amazon.com/forum/amazon%20video%20on%20demand/ref=cm_cd_pg_pg1?_encoding=UTF8&cdForum=Fx3EQAX98ED5WQ3&cdPage=1&cdThread=Tx12ES76FR1SBJP

I really hope you the BBB will protect consumers and get Vizio and Amazon to resolve this issue and stop blaming each other for a poorly coded App. Obviously Samsung or other Smart TV manufactures are not having an issue getting Amazon Prime to function properly. Therefore, I truly believe this problem rests solely with Vizio for not properly writing their code to run the App from a software perspective.

Regards,

****** *******



Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number 1*******.

VIZIO has reviewed this complaint and has had a customer service representative reach out to Mr. ******* to go over the specific concerns he is having regarding his VIZIO product. At this time VIZIO believes that Mr. *******’s VIZIO product is not experiencing a software issue with the Amazon Prime App. VIZIO is working towards a resolution with Mr. *******, and hopes to have this matter resolved shortly.  VIZIO will send a follow up message to the BBB when and if a resolution has been reached.

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.

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The Vizio E550i-b2 box indicates that, among other apps, the Amazon Instant Prime app is an option. However, it is only when you find it buried in their fine print (or more accurately, you will find out when you try to log into the app). They have no time frame to fix this issue (despite being more than happy to advertise this app on their box).

Desired Settlement: I would like my TV to work with the app. I would even settle for a specified time frame in which this app would be rolled out (being told they have no time frame to fix it is not helpful). If those are not available, I will return this TV and would like to be made whole on any differential between the price I made for the TV and what I receive as a return.

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) complaint number ********. VIZIO takes any complaint reported to the BBB very seriously.

At VIZIO, the quality of our products is very important to us.  VIZIO works diligently to bring the best possible experience to our customers. In order to deliver the same experience with our app partners, this requires hard work and collaboration among VIZIO and the app partners. 

Amazon is working hard to update the Amazon Instant Video app on the VIZIO Internet Apps Plus platform and deliver an improved user experience.  Once the update is available, the Amazon Instant Video App will automatically update on the internet-connected VIZIO smart TV.   

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.

6/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a 60 in VIZIO Nov 25th 2012. By the 11-08-13 they delivered a replacement TV. The reason being is the TV would black out from time to time.At that time I was not aware I was given a used refurbished TV that also had the ***e issue AND it has two puncture holes in the screen. I called VIZIO to let them know I am having the ***e issues as before. I was told to call AT&T because it was the DVR box. That this was not the issue and they would not make a report until I dealt with AT&T. Vizio did not note this call.Nov 26, 2013 a case was created #*******. I was also told; I had until Jan 8th, 2014 to purchase an extended warranty. This statement is in VIZIO's note section of my account.Jan 7, 2014 I called to purchase the extended warranty. At that time I was told, I no longer qualified to for extended warranty purchase. The previous rep gave me wrong date; I had just missed it by a day. They stated they could not override the computer to honor the warranty purchase.Jan 14, 2014 Vizio requested pictures of the screen black outs and of the TV working correctly. I sent them in as requested.Jan 29, 2014 a repair man was sent to my home. He did not replace the broken part. He stated he wanted to wait to see if Vizio was going to replace the TV instead. Since, the TV did not black out during his 10 minute visit he has to report he could not duplicate the black out. Jan 30, 2014 I called Vizio they stated the case is closed. The tech said nothing was wrong with the TV. I stated they have the pictures of the black outs. If they needed the repair tech to see the issue then he will have to stay at my house for more than 10 minutes. At that time they stated the warranty is over and they no longer are responsible.Jan 30, 2014 I called the repair company, at this time the lady in the office called and spoke to the repair man and the HDR Company that carries the warranty. Feb 3, 2014 I called the repair company again and spoke to the lady in the office. HDR stated the TV is 2 years old even though I did not receive the TV until 11-08-14.Feb 3, 2014 I called Vizio and they stated the warranty is past the warranty coverage date. Due to the holes in the TV the warranty is invalid. I did ask, how is that when the TV was delivered with holes and ***e issue as the first TV I bought? That I knew they had delivered me a used refurbished TV that did have the ***e issue at the first TV. At this time Vizio has found a way not to avoid taking responsibility for their faulty product. Feb 4,2014 I called VIZIO to get the info I needed to file with BBB. They stated to me that the repair company they were dealing with was the wrong company. The company should have been ITI that handled my repair. Not that I got a repair, I traded in my TV for a TV in worse condition. The kicker is they stated that maybe ITI will give me a discount on my repair. Since VIZIO stated my TV is working fine, why would I need a discount on a repair?

Desired Settlement: VIZIO knows this is a problem with this TV. I want VIZIO to honor their warranty and replace my TV with one that works.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I spoke to man I think his name was *** last Thursday27th. He was nice and we agreed, they would at least replace the bad part. He stated he would call me back. I did receive a call from the team lead ***** ********. ***** is rude and talked mostly about a car beingwrecked and having a flat tire. As I stated twice, what does that have to do with the issue at hand? Towards the end of our conversation I re-inerated what I understood the out come would be. That is, they will not honor the fact the they delivered me a used TV with two holes in that also had the ***e issue the first TV had.  They would not at least replace the part that makes the TV black out. They will sell me another TV for 800.00 dollars.  During our converstaion ***** continued to be rude and insisted on telling me again and again about a car wreck and replacing that tire? He was angry that I did not want to hear the story that did not pertain to my issue, then hung up on me.

Another words, Vizo called me to tell me again, too bad they delieverd me a used faulty TV. They would be happy to sell me a part to repair my TV at a discounted rate. Funny, if nothing was wrong with the TV why are you trying to sell me parts and/or another TV at a discounted rate?

Regards,

****** ****

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and made an offer.

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Vizo refuses to fix the broken TV they delievered me, under warranty. They have offered to sell me a more exspensive TV.  Not only have I been taken advantage of but the manager who represents VIZO is exstreamly rude and unprofessional.

I am pursuing the company to find out how to file a formal complaint against the manager I spoke to ***** *******. I have requested this information but I have received no response as of March 1st. I have sent in two more request.

Since, VIZO has no integrity for their products, I will replace my electronics thru another company who is in good standing with the BBB.

I am not able to attach the receipt since it has faded.  Vizo does have my year warranty informaion on file and all else pertaining to the purchase and warranty.  From my understanding the BBB will be closing my complait listed as unresolved.

****** ****

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

VIZIO is unable to meet the Ms. ****’ request of a free replacement television.  The warranty on Ms. ****’ television has expired and in addition the television has suffered a non-manufacturing defect.  VIZIO’s warranty does not extend to non-manufacturing defects. 

In the interest of providing customer satisfaction VIZIO has contacted the Ms. **** and made her an offer to purchase a replacement television at a discounted price.  This is the only offer VIZIO is able to provide 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.

6/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Vizio tv from Walmart in Tennessee. After having the product 1 1/2 years, a blue line appeared in the middle of the tv and is getting worse. This tv cost $900 plus! and should have lasted longer than that. I had went online to see if others had this problem and what was done. They almost all posted that the tv was out of warranty, beyond economical repair and nothing could be done. This was almost word for word the man in customer support told me. I didn't realize a 55 inch flat screen was disposable. I bought this tv because I thought it was a good brand and they would stand behind their product. I was WRONG! All I want is for this company to stand behind what they sell to the public. And from what I see on this site, I'm not the only person having issues with them.

Desired Settlement: I would like to have my money refunded so a new tv can be purchased. I would like one that will last longer than one year.

Business Response: Dear Better Business Bureau Representative: 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business  Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.
 
Please be advised that based upon VIZIO’s review of the product in question VIZIO has determined that the warranty on this product expired prior to the customer contacting VIZIO regarding this matter.

In the interest of providing customer satisfaction VIZIO has contacted the customer and made her an offer to purchase a replacement VIZIO product at a discounted price.  This is the only offer VIZIO is able to make to the customer 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I think it is a shame that a company as big as Vizio will not stand behind their product.  They offered to sell me a "refurbished" model at a discounted price.  The only way I would take a TV like this is if it was given to me.  Why would I spend more money on a product when the brand new one that I spent $950 on didn't last a year and a half.  It never occurred to me that my TV would be disposable.  I will NEVER by a Vizio product.  Neither will my family or my friends. If I see someone looking at TV's at a store, I will stop them from buying a Vizio.  It is a luxury to be able to by a 55 in. TV so it will be a long time before I can get another one.  I realize that you think one persons views cannot do anything to harm a company like this and that may be true, but from what I can see online, I am far from the only one. ]

Regards,

***** *****

Business Response: Dear Better Business Bureau Representative: 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business  Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.
 
As previously stated, based upon VIZIO’s review of the product in question VIZIO has determined that the warranty on this product expired prior to Ms. Upton contacting VIZIO regarding this matter.

In the interest of providing customer satisfaction VIZIO has contacted Ms. Upton and made her an offer to purchase a replacement VIZIO product at a discounted price.  Should Ms. Upton wish to take VIZIO up on this offer we encourage her to contact us at her earliest convenience.

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have all already purchased a brand new tv from Vizio that did not last over 18 months. I am not spending any more money on a Vizio product,  whether it be refurbished and discounted or new and discounted. The first one did not work and I am not in a position financially to buy anything else.  I am not the only person who has had this problem from my research. If this tv was not practically new, I would not be so upset. Thank you.

Regards,

***** *****

6/12/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My TV developed white spots on the screen which I found out, after doing some online research, is a common defect with Vizio LED tv panels. I contacted Vizio and followed their warranty investigation steps, took pictures, and provided all the information that was requested to get the TV repaired/replaced under warranty. My case was approved and I was told my TV would be replaced with a "recertified" tv. I informed Vizio I wanted a new TV, not one that was recertified, but they stated their warranty policy was to replace defective TV's with recertified ones. Since I had no choice in the matter I agreed to accept a recertified as long as it was not defective in any way. Vizio contracts a carrier, *****, to deliver the TV who's link to schedule a delivery didn't work. After several attempts to deliver the TV on days I was not at home, I finally asked for a supervisor to contact me to schedule a convenient ***e. I was told that Vizio needed to approve a "special delivery" outside of whatever was convenient for ***** regardless of what was convenient for me. Since I have not received any calls from *****, I contacted Vizio and informed them of the issue. I was told someone would contact me to resolve the issue but nothing has happened. Still no replacement TV.

Desired Settlement: Vizio should admit they have defective TV's and replace with new ones or refund the customer's full purchase price.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My initial complaint had several factors associated with it and most still apply. Vizio contacted me and outlined their replacement policy, and I was given no other choice but to accept it. Primary issue I have is Vizio reserves the right to replace defective TV’s with “reconditioned” units, which my replacement was. The replacement TV’s only come with a 90 day warranty and no assurance is given the replacement will not eventually have the same defect, other than they go through the same quality control process as the rest of their TV’s. However, the customer is given the choice to purchase, at their expense, an extended warranty for the replacement TV. The supervisor who contacted me with regards to my first replacement stated the defect rate the these TV’s was 1-3%, which means, if true, I’m one of the unluckiest people on the planet because I now have had the same issue happen twice with two separate TV’s. 

This ***e I’m being offered a new TV replacement, which is what I asked for in the first place. However, I still have been given no assurance the new TV will be any different than the reconditioned, as that was supposed to be a defect free unit as well. Since I am having to go through this process a second ***e for the same issue, I’m requesting a refund or the replacement have a full year warranty. I also request specific documentation of what will be the resolution if the second replacement TV is defective and replacement is required a third ***e. I was informed there were “other options" if this happens a third ***e but the representative would not provide any specifics. 

As stated below, if the quality of products is truly important to Vizio, they should have no problem offering an explanation, in writing, as to what’s being done to address the white/bright spot defects on the new replacement TV I’m being offered and also provide a one year warranty starting the date the TV is received. My preference would be to get a refund so I would be 100% assured to not have to go through this again with Vizio. 

Regards,

*** ******

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that Mr. ******'s new VIZIO television comes with a 90-day manufacturer's warranty.  If Mr. ****** wishes to obtain additional protection for his VIZIO television he may purchase an extended service plan.  VIZIO encourages Mr. ****** to contact us to go over his options with regards to the available extended service plan. 

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. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

*** ******

6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought a 70" tv on 12/28/2012 along with 4 more 50" tv's. The 70" tv has gone out 3 times. On month 10 the TV was replaced with a new TV. TV has gone out for third time now. Agreed to pay $99 for TV to be repaired. Tech came out and replaced 2 circuit boards and said he could not fix. Called back in to see next step. Was told that on agreeing to pay thw $99 repair fee that there was small print saying that was the last option, NOTHING more Vizio would do. Now its been 15 months and three TV's broke later.......NO TV.One good thing, the 50" TV's no problem.

Desired Settlement: Money back or new tv, i would even go as far as say fix the one I have with the $99 i paid.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number ******** As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Vizio sent people out twice to make repair.  Both days were wasted once again.  TV is still not fixed.  TV was purchased on 12/29/2012 with a 1yr warranty.  At approximately 3 months old TV had dark spots about one foot in diameter. About 6 months later TV was finally replaced.  This was around the first part of September 2013.  I asked then, when tv was dropped off about warranty and how often they had problems.  The man said " its a new TV aint it".  I take that to mean as NEW.  Six months later the TV goes out again.  In 15 months we have been without or with a defective TV 9 out of the 15 months.  What great odds.  40% of the time we had a working Vizio tv, not to mention the wasted time on phone and weekends waiting for delivery or repair.  Worst of all they even offered to sell me a reconditioned tv at $875. What a joke.  Next trip is to the Circuit Clerks office.

  
Regard

****** *******



Business Response: Dear Better Business Bureau Representative:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better
Business  Bureau’s (“BBB”) notice regarding complaint number *******.
As always, VIZIO takes any complaint reported to the BBB very seriously.

 

Please be advised that based upon VIZIO’s review of the
product in question, VIZIO has determined that the warranty on this product
expired prior to the customer contacting VIZIO regarding this matter.  In
the interest of providing customer satisfaction VIZIO has contacted the
customer and made the customer an offer to purchase a replacement VIZIO product
at a discounted price.  This is the only offer VIZIO is able to make to
the customer 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.

5/30/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased 65 in 240HZ 3d razor TV on 11/2013 TV broke a couple weeks later notified Vizio January 2014 after weeks of dragging their feet and requesting more and more information Vizio finally sent a replacement of exactly the same make and model. Unfortunately this TV was sent to me in need of repair and not working properly. Vizio, at my expense tried to trouble shoot for 6 hours last week of March 2014 with no success. Vizio customer service representative **** presented an offer to replace the existing 65 inch with their 70 inch model and after securing the ok from management indicated that the 70 inch would be mailed next day. After not hearing anything for several days I called to find out status on the 70 inch and was told that there was no agreement and that I was misconstrued concern conversation with **** (Vizio Rep) and that Vizio would not be sending out a new TV 70 inch or 65 inch. Vizio has wasted a tremendous amount of my time and has failed to honor their agreement and warranty. Vizio indicated that this TV is new but does not have the proper software package nor does the full function remote operate the TV since it cannot be programmed and even when programmed the infrared will not work so it has to be reprogrammed for Wi Fi to work. My opinion is that this TV should not have been sold if it was not working properly and in need of reprogramming and software updates, and vizio should be forced to honor their word of mouth agreement for the replacement 70 inch. Vizio was well aware of the cost difference when the agreement was made as well as the fact that Visio has had multiple complaints with the 65 inch and currently no replacements are available so they are trying to force me to keep the defective replacement.

Desired Settlement: Force them to replace with their 70 inch model since this TV has had a much better track record and was agreed upon by their customer service Rep and his management team remember I have had two 65 inch TV's that did not work properly and I have little confidence that a third will work if they could find one.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number 9999777. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response:

Better Business Bureau:

As I indicated in my reply Visio indicated that they were willing to attempt to rectify the problem on Friday 4/26/14 at 9:00 pm eastern standard time by phone but failed to call. Today 4/27/14 I called and spoke to a gentleman who indicated that ***** a supervisor made errors documenting my file and no firm ware update could be sent. I then spoke to a technical team leader whom I spoke with before and got the same old song and dance that Visio never promised anything and who was very reluctant to take necessary information for the firm ware to be updated. I hope you reopen the complaint since my original problem still exists and Visio is Playing games and has not corrected it. Thank You, **** *****
 

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notice regarding complaint number 9999777. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that VIZIO sent a repair service technician to the customer’s home to diagnose and repair the product at issue.  The repair service technician has
informed VIZIO that the repair was completed and the VIZIO product is functioning properly.  

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.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me. The business has performed this action and, I will consider this complaint resolved.

Regards,

**** *****

5/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made the mistake of purchasing a reconditioned Soundbar from the Vizio Internet Outlet store, I received the bar, Remote had a dead battery and when I hooked it up to my TV using the 3.5 to RCA connector all I could hear was loud humming sound, I then used my own set of RCA to RCA connectors and it did start to work for a while, After a few days the sound bar started to fail and this loud popping sound was present.I contacted the Vizio returns department in South Dakota and informed them of my problem and made a request for a RMA to return this defective soundbar, The rep said I must call the Vizio technical support number at 1-877-878-4946 which I did.The phone reps name was ****, I informed him that I was a loyal customer of Vizio and had purchased many of their products without any problems, I asked him if I could please return this defective soundbar for a full refund. He put me on hold for abour 8 minutes and then told me I could return the Soundbar but I will be responsible for paying the return shipping, a 10% restocking fee and that the refund wouldnt include the original shipping cost.Vizio listed on their outlet web sight that these soundbars were recertified, Meaning that they had been tested and were in perfect working condition.I dont feel it is fair to ask me to pay the shipping both ways and a 10% restocking fee to return a soundbar that was not properly recertified by Vizio.

Desired Settlement: A full refund of the $51.61 I originally paid , I will pay the return shipping cost but please dont ask me to pay the initial shipping cost plus a 10% restocking fee for a defective product your returns department didnt properly inspect before they recertified it for resale.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

******* *****

A Vizio rep by the name of *** contacted me and said they would accept my return and pay the return postage, He said I should expect an e-mail with a postage paid return label attached, I did receive a e-mail from Vizio with a RMA number of ********** but no return label was attached.

I contactedVizio custoner support about the return postage label and spoke with ****, He said he would check with the shipping department and find out why I didnt receive the postage paid label, A day later **** sent me several very vague e-mails that I couldnt understand, One email simply said we are sending you the label UPS, I asked him to clarify the meaning of this, He then sent me an email saying that the shipping department had sent me the label  (which they never did) 

I have come to the conclusion that if I want a refund I will have to pay the return shipping myself, When they issue my refund I will drop this complaint, below is the conversation I had with ****.

**** (VIZIO)

Feb 21 03:05 PM

Dear ****,

We have emailed you the shipping company to resolve this issue. If you need our assistance again in the future you can contact us by chat at http://chat.vizio.com or by phone at 877-878-4946.

Thanks and have a great day!

****
VIZIO
800 Stevens Port Drive Suite DD750
Dakota Dunes SD 57049
Phone 877-878-4946
visit us: www.vizio.com
Facebook: www.facebook.com/vizio
Twitter : www.twitter.com/VIZIO

********

Feb 21 02:23 PM

Does this mean that you actually mailed me a return shipping label via UPS ? Or will the UPS driver attach the label when they pick up the soundbar?

Sent from my Motorola ATRIX™ 4G on AT&T

-----Original message-----

 

********

Feb 21 02:11 PM

Does this mean that you actually mailed me a label UPS or that UPS has the label and I need to have the soundbar setting outside my door for UPS to pick up?

Sent from my Motorola ATRIX™ 4G on AT&T

-----Original message-----

 

**** (VIZIO)

Feb 21 01:44 PM

Dear ****,

The shipping label has been sent out as of last night. You will receive this label via UPS. I do apologize for the delay. If you need our assistance again in the future you can contact us by chat at http://chat.vizio.com or by phone at 877-878-4946.

Thanks and have a great day!

****
VIZIO
800 Stevens Port Drive Suite DD750
Dakota Dunes SD 57049
Phone 877-878-4946
visit us: www.vizio.com
Facebook: www.facebook.com/vizio
Twitter : www.twitter.com/VIZIO

**** (VIZIO)

Feb 20 06:03 PM

Dear ****,

I am contacting our shipping department and am going to find out where your label is. Sorry for the delay!

If you need our assistance again in the future you can contact us by chat at http://chat.vizio.com or by phone at 877-878-4946.

Thanks and have a great day!

****
VIZIO
800 Stevens Port Drive Suite DD750
Dakota Dunes SD 57049
Phone 877-878-4946
visit us: www.vizio.com
Facebook: www.facebook.com/vizio
Twitter : www.twitter.com/VIZIO

********

Feb 18 09:19 PM

I have checked my e-mail, I dont have a return postage label attached to any of the e-mails I have received from Vizio, I also checked my trash can, deleted and junk file and I have found no return prepaid postage label.
If *** in customer service has already sent it could someone please resend it to me?
Thanks...****/dreamcatcher****

 

**** (VIZIO)

Feb 18 07:22 PM

Dear ****,

Thank you for your recent inquiry with VIZIO. I would be more than happy to help you. Here at VIZIO we do offer best in class technical support.

Can I have you check your email for this pre-paid label? If you need our assistance again in the future you can contact us by chat at http://chat.vizio.com or by phone at 877-878-4946.

Thanks and have a great day!

**** *******
VIZIO
800 Stevens Port Drive Suite DD750
Dakota Dunes SD 57049
Phone 877-878-4946
visit us: www.vizio.com
Facebook: www.facebook.com/vizio
Twitter : www.twitter.com/viziotv

********

Feb 18 06:53 PM

I was told by your customer service rep *** that Vizio would send me a postage paid return label, I have not received it yet.
Please advise......**** *****

From: noreply@vizio.com
To: ********************
Date: Fri, 14 Feb 2014 15:00:32 -0800
Subject: Vizio Customer Service: Service Request has been created. Service Request # *********

 

Dear Valued Customer,

Thank you for contacting VIZIO. Here is your Service Request #: RC1******

We have provided a tracking link below allowing you to track your Service Request:

http://crmsupport.vizio.com/WebStatus.aspx

If you need to contact VIZIO support again, please reference your
Service Request # provided above.

If you are shipping a VIZIO product:

Package the product that needs returned:

Product returns to VIZIO’s service centers must utilize either the original casrton box and shipping material or packaging that affords an equal degree of protection.
VIZIO Technical Support will provide instructions for packing and shipping the covered Product to the VIZIO service center.

VIZIO’s one-year limited warranty only covers defects in materials and workmanship. This warranty does not cover, for example: cosmetic damage, normal wear and tear, improper operation,
improper voltage supply or power surges, signal issues, damages from shipping, acts of God, any type of customer misuse, modifications or adjustments, as well as installation and set-up issues
or any repairs attempted by anyone other than by a VIZIO authorized service center.

If an item is received damaged due to improper packaging, you will be responsible for the damages.

Write the Service Request # that you were assigned on the outside of the box.


We will notify you via email when the product is shipped and/or received.

Thank you for your business,

 

VIZIO Support Team


America's Number One Hi-Def TV Company and home of Entertainment Freedom for All


**This is a system generated message and you will be unable to reply to this
email. Replies to this message will not be recorded.

If you have questions or need further assistance, please visit

http://vizio.custhelp.com/app/home


© 2002-2011 VIZIO and/or its affiliates. All rights reserved.




Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant, and has made an offer to the complainant to resolve this issue.

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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

******* *****

Vizio once again has sent me one of their form letters!

Yes one of your reps has contacted me but nothing as of yet has been resolved
I have Fedexed your defective sound bar back to you. Your shipping department failed to send me a postage paid label as you promised so I ended up paying the $12.50 return postage myself. Your rep Rob (who has been helpful) said 
I would be reimbursed.
As I said before Vizio I will drop the case when I receive a refund so please stop responding to this case with your meaningless form letters.

Consumer Response:

*****

I thought we had already established that I had a defective soundbar and it was still under warranty, Anyway here is the receipt for my purchase you requested.

**** *****

Business Response: We have refunded the customer as of March 16, 2014. Please see below.

 

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Vizio E601I-A3 at Bestbuy.com on 11/28/13 and the unit was delivered to my residence on 12/5/13. As early as 12/21/13, I had already contacted your customer service (on record as case# 4118838 & 4118723) on problems on the unit. Since my first contact w/ Vizio until I called Bestbuy for a replacement, I had been having 3 issues:1.Wifi intermittently freezes up when playing Youtube;2.Unit intermittently turns OFF by itself;3.Intermittent Lip sync problem. On 1/13/14, I requested Bestbuy customer service to replace the unit with another brand new unit. Unfortunately, I was told they didnt have any stock of the said unit and had no plan of restocking it since it was on clearance. Bestbuy offered me 3 options: a full refund, free repair or choose an alternative brand.to make the long story short, I called Vizio on 2/13/14 and Sam (batch ID 343) approved a replacement of a brand new unit. On 2/27/14, the replacement unit was delivered to my residence. Immediately out of the box, the unit has been exhibiting more prevalent lip sync problem. The lip sync issue of the 2nd unit is worst than the 1st unit. The wifi issue is still there and this time, the unit turns ON by itself!I called immediately on 3/3/14 and spoke to Mike (batch ID 745 & case # 4359303). I requested for a replacement but he insisted that I have to go though the troubleshooting procedure before my request can be entertained. ****** (batch ID 1365503) gave me the set of troubleshooting instructions to do the power cycle and clear memory. I did all that and still the problems persisted.On 3/6/14, I spoke to ****** (batch ID 534) who insisted that the problem is environmental (possibly the antenna) and insisted on sending a technician to diagnose. I went ahead and bought a new antenna and yet the lip sync problem persisted. I called on 3/8/14 and reported the result to them. It cant be the antenna because I changed it with a brand new one and the problems are still there. Despite this, she insisted on sending a technician to diagnose anything in the environment that may be causing this.On 3/10/14, I spoke to the technician (*****) over the phone and he told me that he is still waiting for the part kit to arrive because he will be changing parts. I ask him if he is just going to diagnose or to repair the unit. He said he will repair it. This does not sound like it is an environmental issue and the problem is with the unit itself. Also, even without checking on the unit, the technician already have some parts in mind to replace.it seems this model has a pre-existing flaw issue.From the very start, I already stated that I paid for a brand new unit, I expect to get a glitch-free brand new unit. I do not want a repaired, refurbished or a factory re-certified unit. Now, it appeared that they are just pushing to repair the brand new unit. This is not fair and not right!I searched the internet to see if there are other consumers having the same audio and video not synchronizing issue and there are many. Same symptoms and when I switched channel and go back to the original channel, the lip sync resolves itself.exactly the same experience as others. There are bugs in this model that explains why even the 2nd unit has the same problem.

Desired Settlement: I would like Vizio to replace this defective unit with a brand new (not repaired nor re-certified) and an upgraded or improved version of this same or better model, that is bug free.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Vizio technician from HD Repair had contacted me and wanted to come repair the unit.  I already stated at the very start that since I bought a brand new TV and the problem was already there when first out of the box, I want Vizio to replace it with a bug free brand new same model TV.  I do not want a repaired unit, nor a re-certified nor a refurbished unit.  On top of the previously reported problems, now, the TV is exhibiting intermittent, 1 or 2 sec. "shuddering" on the picture at power up.

Regards,

***** **

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant, and has resolved this issue. 


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.   

5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I believe Vizio support deliberately lied to me to deny my warranty, and to sell me another TV. I was in contact with Vizio support for several days regarding a malfunction with my TV. They requested pictures of the problem, so i took two pictures and uploaded them to their support page. When i contacted support after that, they insisted that the pictures showed impact damage. They said it was too expensive to be worth the repair, and actually recommended i buy a new TV. This was outrageous to me, as i knew it was not impact damage. I insisted that i was present, and nothing impacted it. Also, it did not even look like impact damage. The agent said that it was "clear as day". He said there were diagonal lines on my pictures, which i knew had no diagonal lines. The agent lied to me. I believe this agent was motivated to deny my claim, even so far as to ignore the truth, to reduce warranty payouts and to sell more TVs. I am concerned that Vizio may be rewarding their employees based on their ability to deny claims. And that they may be using this as a way to push new TV sales.

Desired Settlement: The truth. What you are doing is illegal.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number 10005155. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   


5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just purchased the Vizio E550i-B2 television and upon trying to launch the Amazon Instant Video app, I receive an error message that the app is unavailable. I contacted Amazon Instant Video and was informed that the app is not compatible with 2014 model televisions. Being as it is now April (almost May) 2014, I cannot believe that an app is not compatible with a model that has been on the market for several months. Furthermore, in researching this issue on the internet it seems that both Vizio and Amazon have been aware of this issue for months yet it remains unresolved. I was misled by the advertising for the television which stated that it had the Amazon Instant Video app ON THE BOX! Furthermore, I have learned that Vizio controls all available apps for its televisions and that they are updated automatically by Vizio. If they were aware of this issue with the Amazon Instant Video app, why would they not remove it from the television and publish an update when it is available instead of having users encounter a nondescript error message?

Desired Settlement: I would like Vizio and Amazon to release a joint statement acknowledging the issue and outline a very transparent timeline for when they anticipate the issue will be resolved. Furthermore, if they anticipate the issue to last much longer, I would like them to provide a Visa giftcard to affected customers so that they may purchase another subscription-based service (Hulu Plus, Netflix, etc.) until they are able to use the service they have already subscribed to.

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) complaint number ********* VIZIO takes any complaint reported to the BBB very seriously.

At VIZIO, the quality of our products is very important to us.  VIZIO works diligently to bring the best possible experience to our customers. In order to deliver the same experience with our app partners, this requires hard work and collaboration among VIZIO and the app partners. 

Amazon is working hard to update the Amazon Instant Video app on the VIZIO Internet Apps Plus platform and deliver an improved user experience.  Once the update is available, the Amazon Instant Video App will automatically update on the internet-connected VIZIO smart TV.   

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.

5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was gifted a Vizio 70 inch flat screen smart TV in November, but when I plugged it in I discovered a fault with the TV. There's something wrong with the TV, inside but not outside on the glass. I called Vizio because it was still within warranty, and upon speaking with them they said since it was still within warranty they would replace the TV. I made a case, and it dragged on until now for some reason or another on the part of Vizio. They finally say to send pictures of the TV, plugged in, from all angles. I take the pictures and send it to them via email, and they called me. They told me that there was a crack in the glass, it was a manufacturer's defect and to call an HD repairman. However, I told them over and over that there was not a crack in the glass, the problem lay inside. Still, they only gave me the number to an HD repairman and offered nothing else despite the pictures showing there was no crack in the glass. Case # *******

Desired Settlement: I only want the TV to be replaced, like Vizio said they would do when I first called them. Or if they can fix it, then that is fine too. I just want to actually use the TV instead of having it sit around unused.

Business Response: Dear Better Business Bureau Representative: 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business  Bureau’s (“BBB”) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.
 
Please be advised that based upon VIZIO’s review of the product in question VIZIO has determined that the product sustained a non-manufacturing defect.  Non-manufacturing defects are
not covered under VIZIO’s warranty.  An image of the product is included in this response for your review.

In the interest of providing customer satisfaction VIZIO has contacted the customer and made her an offer to purchase a replacement VIZIO product at a discounted price.  This is the only offer VIZIO is able to make to the customer 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.

5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 60" Vizio LED TV model#E601I-A3. On the outside of the box it advertises that it works with Amazon Instant Video and there is even a dedicated button on the remote. When I click on the button the app come up with this error message; The Amazon Instant Video application is currently unavailable while we are working hard to bring you an updated, feature rich, application.I contacted Vizio and they said that it is Amazon's problem and there is nothing they can do for me. I explained that they are falsely advertising a TV that they make as working with the app. I asked for financial compensation as I was falsely led into the features of this TV. The sole reason I purchased this TV is because it was advertised as working with this app. Vizio needs to immediately stop advertising on their TV boxes that it works with Amazon Instant Video.

Desired Settlement: A partial refund or full refund on the purchase of this TV.

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) complaint number ********. VIZIO takes any complaint reported to the BBB very seriously.

At VIZIO, the quality of our products is very important to us.  VIZIO works diligently to bring the best possible experience to our customers. In order to deliver the same experience with our app partners, this requires hard work and collaboration among VIZIO and the app partners. 

Amazon is working hard to update the Amazon Instant Video app on the VIZIO Internet Apps Plus platform and deliver an improved user experience.  Once the update is available, the Amazon Instant Video App will automatically update on the internet-connected VIZIO smart TV.   

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.

5/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a new vizio 55 inch and the amazon prime app will not work when on the box it said this app was available. Availability should mean working as well

Desired Settlement: Spent 690 would like partial money back or better yet FIX THE APP!!!!!!

Business Response: Dear Better Business Bureau Representative:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) complaint number ********. VIZIO takes any complaint reported to the BBB very seriously.

At VIZIO, the quality of our products is very important to us.  VIZIO works diligently to bring the best possible experience to our customers. In order to deliver the same experience with our app partners, this requires hard work and collaboration among VIZIO and the app partners. 

Amazon is working hard to update the Amazon Instant Video app on the VIZIO Internet Apps Plus platform and deliver an improved user experience.  Once the update is available, the Amazon Instant Video App will automatically update on the internet-connected VIZIO smart TV.   

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.

5/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm not expecting much from this complaint. However I want others to be aware. Purchased a 55" Vizio smart TV in Aug. of 2012, the TV was 1.5 years old when it just went blank, a $1100.00 TV should last longer than that. Called customer service who walked me through several steps to no avail, nothing worked. Blank screen, after having only sound for a few minutes. TV now turns on, but screen stays black. Customer service representative tells me for $299 they can have someone come out and look at it, sounds like it could be either a power issue, and or the "mother board". Why would I spend 1/4 of the price of the TV to have someone look at it? Needless to say I scanned the internet looking for a fix, or additional insight only to find that there are 100's of other complaints just like mine out there, I found one site with 1049 complaints about Vizio products, a lot of them same as mine(blank scren). I also found that Vizio "recalled the 60" & 70" sets around the same time of the manufacture of mine. So I tried to call them back, only to speak to another representative who was just "ruthless" kept repeating over and over, your product is out of warranty. I understand that, but I want some help here, so I asked to speak to a supervisor, who gets me on the phone when I'm already upset and tells me to stop talking! Really? I'm the customer. He then says to me "what do you want from me a free TV?" Let me make this clear, I never asked for a free TV! I asked him to stand behind their product, and asked if the recall on the 60" & 70" were related to my model. I was told no, and also that they never did a "recall" that they just agreed to repair a problem for customers. The supervisor wanted to advise me they sold over 40,000,000 TV's last year and that it would be a legal issue if he helped me. He offered to have someone come out for $99. Said it could be one of two issues, power issue or mother board,seems to me they are aware of at least two issues? I did not accept this offer to date?

Desired Settlement: I'm looking for Vizio to stand behind their product, and not just site their 1 year warranty. There is an obvious issue here, and spending another $1100.00 on a TV is not an option. I feel they are aware of an issue, but choose to ignore it due to "legal issues" if they can site two possible issues "power issue" and or "mother board" to me, I'm not the first customer to call with this problem. Fix it, nobody likes a class action lawsuit, which I've seen on several websites.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number 10005752. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.  

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have received the files you uploaded for CASE# *******. When I open my 70 inch TV there was a defect in the screen in bottom right corner. I contacted vizio and they refused to repair screen. I pain over a 1000 dollars for this television.

Desired Settlement: I would like for vizio to either come out and replace screen or touch up screen.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and has made a offer to the complainant to resolve this issue.

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. are not satisfied with this resolution

 The representative did contact me and said there is nothing that can do to repair the  television screen but the could offer me a pay 50 inch TV for a charge of 700 dollars. First I should not have to pay in additional money for a defected product. Second I have a 70 inch television so they are offering something subpar to what I have at a price. Third the representative I spoke with was very rude, stating, "He did not have to offer anything." 

Regards,


***** ******



Business Response: To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business
Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always,
VIZIO takes any complaint reported to the BBB very seriously.

 

VIZIO is unable to meet the complainant’s request of a panel
repair at no charge under the warranty as Ms. ******’s complaint involves a
non-manufacturing defect. VIZIO will include pictures of Ms. ******’s
television along with this response.  

 

In the interest of providing customer satisfaction VIZIO has
contacted the Ms. ****** and made her an offer to purchase a replacement
television at a discounted price.  This is the only offer VIZIO will make
to Ms. ******.  At this time Ms. ****** has declined the offer.

 

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.  

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Vizio has very poor customer service. The customer service representatives are  very rude and condescending. I was offered to pay 700 dollars for a 50 inch refurbished TV, when I have already paid a 1000 dollars for a 70 inch defective one.

I thought a company of this magnitude would care more about the customer. 

Regards,

***** ******



4/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: After 125 days of the purchase of my Vizio television, a catastrophic failure occurred with the television.I immediately contacted Vizio and was asked to provide pictures of the issue, which I did the same day being told I would receive a response within 24 hours. After 24 hours with no response, I contacted Vizio again requesting an update, at this time I was told that the pictures were not sufficient and to send a video recording which I immediately did and was again told I would receive a response in 24 hours.After 48 hours, I contacted Vizio again requesting a status. At this time, the video was reviewed and determined not be sufficient. At this time, a repair request was set up with a response from their 3rd party vendor ITI to be received in 3 business days. I never received a response from ITI, I had to make multiple calls to ITI (never picked up) and Vizio to finally get an appointment on March 20 (20 days and counting). ITI determined that the failure was with the product and a replacement would be required and that I would receive a call from Vizio in "1-3 days". I called Vizio after 2 days where I was told I would receive a "recertified" television from yet another 3rd party vendor in approximately 10 business days. When probing what "recertified" was defined as, I was first told this is overstock product returned from vendors. I had to ask several times to actually determine that this is actually something similar to refurbished - NOT a new replacement for a defective product and by the way, it will be at least 2 more weeks to get a used television as a replacement.Further complicate this issue with the fact I would be out of town and cell phone availability during the anticipated delivery time. As I continued to probe, it was determined if the product arrived and I was not available to schedule the delivery, it would be returned to Vizio. Vizio's solution was to call back after I returned. Following this route, the entire replacement process would be ~58 days - UNACCEPTABLE!

Desired Settlement: I would like the replacement of the television with a new, not "recertified" product. If this is not an option, then a refund would be acceptable.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Regards,

**** *****

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 4 2014 about 8pm I called ****** tech depart concerning my Vizio TV I purchased from them in return they called Vizio. Explained problem with pixels in TV. Vizio said take pictures and send to them which I did.On march 5 I talked to ****** on live chat, at first she said she could not see pictures and I asked her to check again because I could see them from email I sent vizio and said vizio was giving me run around. Then she said she could see them and they were send me re-certified TV and warranty was good for 90 days.I said I did not want re-certified because it was refurbished ****** said it was not. March 19 I received TV from ***** delivery company thru Vizio and after they left I smelled burning smell from TV. I called Vizio and talked with ***** badge number ***** and ***** said that they would send me new TV because this re-certified was not operating correctly because of the burning smell and she was turning over to safety division. March 21 I called talked with ****** badge number *** because I have not heard from Vizio and he told me it could take up to 72 hours and I explained that is not what I was told and he told me to wait.March 25 I called and talked with ******* badge ****because I have not heard from Vizio again. He said Vizio tried to call and leave message and sais they could not leave a message and he did not know why or number that call was made from so I could check. Said TV was getting replaced because it was warehouse smell and would go away. I told him it was not and was burning smell and whole house smelled and wife and myself were getting irritation in nose and throat. He still said no wait 2 weeks.I am not satisfied and called later and talked with **** after I called ****** and complained about Vizio and they called vizio directly. **** said he was turning over to safety dept. I explained that is what they have done before. But he said I should hear something in 24 -48 hrs.I want this TV removed and full refund from Vizio.

Desired Settlement: At this time I want a full refund from Vizio ASAP and TV removed from my home ASAP. Vizio does not care about customers health or their customers. This is bad since I have purchased 4 TV from them and first time I had a problem and this how they treat me. I do not want any product from them. JUST TV REMOVED AND FULL REFUND 1,048.59 ASAP

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and has resolved this issue.

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 *************************** for information and assistance.   

4/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We had an issue with a TV after 8 months. It wouldn't turn on. We called they said we could get a replacement. About 2 weeks later we got one. Then 4 months after that the New TV did the same thing as the old one. We were told when they delivered the old TV that our warranty was a year. We called into to see if we could get it fixed or replaced. Vizio said no, that our warranty was a year from the original purchase and not from the new date we got the new TV (Which we were told it was). After calling and complaining to VIZIO they wouldn't help, were down right RUDE! We asked them if there TVs were only good for 4-6 months and the manager said yes they were! This is crazy! Why would I spend over $1000 on a TV that I could only use for 4 months? We have spent dozens of hours on the Phone with Vizio and have gotten no help!

Desired Settlement: I would either like a replacement or someone to fix this TV. I shouldnt have to pay for a new tv/or a fix when I just spent $1k on this tv.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They did offer to come out and fix the problem. The gentleman that they sent out was not a TV repair man and told me several times that he was not. He only worked on computers. After he replaced 2 parts he left. The TV still did not work, I called him and he said again he 

was not a TV repair man and had no idea what was wrong. After talking with Vizio they said they could not send out another repair man and that I would need to purchase a new TV. They did offer 3 different TVs at a small discount. To me who paid $1000 for a TV a year ago
I found this to be unacceptable. They should either repair or replace the item. 

Regards,
****** *******



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of
the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint
number *******. As always, VIZIO takes any complaint reported to the BBB
very seriously.

In the interest of providing customer
satisfaction VIZIO has contacted the complainant in an effort to resolve
this issue. A representative from VIZIO spoke with the complainant over
the phone, and has resolved this issue.

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.  

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In December 2011, I bought a VIZIO surround sound from a Costco retailer. The surround sound was not used frequently. However, the last time I tried to use the unit the sub-speaker was unable to link to the sound bar. With this being a technical problem, I called the customer service number, and they were unable to resolve the issue. The VIZIO customer support member said there was nothing they could do to repair or replace the product because it was out of manufacture warranty. The manufacture warranty only lasted for one year, which leads me to think that VIZIO does not make quality products if they cannot stand by their product for more than a year. With the sub-speaker's minimum usage and still in great condition, it really disappointed me because I paid over $250 for this product to have it not work for more than three years.

Desired Settlement: I would like a replacement speaker that is able to link with the surround bar in proper working condition.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and has resolved this issue.

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.   

4/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a blu ray player only 2 years ago and now will no longer play new movies that have added security measures to blu ray disks. This is not an improvement to the quality of the product and does not improve the performance of the product, and I should not be stuck with an obsolete model of a blu ray player due to movie corporations desire to inhibit theft of their property.It is my contention that I bought a 3D blu ray player to play blu ray movies. If the security features change for movies, the manufacturer of the player needs to make the player play the movies. Especially since there is no improvement on the technology, only additional security for movie corporations. If there is any cost to provide the update, Vizio should seek compensation from the movie corporation.Again, I will reiterate that this is not a change in technology, comparable to VCR to DVD. This change is only in security against recording for reproduction which I care little about and is not my concern, nor should it be my responsibility. The manufacturer made a product to play 3D blu ray movies and should ensure that it product does so for the expected component operational life. Which is certainly longer than 2 years.

Desired Settlement: I simply want a blu ray player that will play my existing 3D movies and play any and all blu ray movies.I don't care if it is repair or replace.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and has resolved this issue.

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.  Vizio offered to settle the matter by offering the price of trade-in value, and would allow me to keep the player.  It was considerably less than the price I paid, of course, but it was apparent that they were not working to provide the firmware update that would be necessary to have the blu-ray player operate with new movies.  A similar Blu-ray player from Sony who has pledged to continue updating the players that they sell is much less expensive than when I purchased the Vizio player.  The purchase price of the new player is 50% more than  the trade in value that I received from Vizio.  It did seem to be a reasonable split of responsibility under the circumstances.  I appreciate them stepping up and taking some responsibility for discontinuing support of a relatively new player.

Regards,

***** ********

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 5, 2014, I turned on my Vizio ****** blu-ray player to watch Netflix. As soon as I connected the wireless Internet, I noticed a box in the lower right-hand corner of the menu prompting me to install a firmware update. (This was the first time I'd ever noticed the message, though admittedly I don't turn on the blu-ray player very often, and when I do, it's usually to watch movies, not connect to the Internet.) I eagerly pressed the green button on my remote as instructed because I've hated the lack of functionality in the Netflix application for a long time now and was hoping this update might improve it. Disappointingly, the firmware update had quite the opposite effect - it rendered my unit completely useless.The update appeared to download and install fine. I received no error messages nor did I notice any seemingly odd behavior. Finally, the update reached a screen informing me the unit would reboot. Ever since then, the unit has failed to respond to any commands, either from the face of the unit itself or the remote control, and there is no video output, either HDMA or composite AV. Additionally, the 'status' light on the front of the unit stays orange rather than turning blue, as it normally does.I immediately contacted Vizio Technical Support asking for assistance. Multiple chat sessions and phone calls later, I have received none. Numerous techs have done nothing but make me repeat the same process of cycling the unit off and back on again, and when pressed further for a resolution, Vizio's ultimate response was to tell me that the unit is out of warranty. (I do not dispute the warranty status.) They also claim, further in their defense, that they have not pushed out an update since early-2012. But regardless of when the firmware update was pushed out or when I installed it, the fact of the matter is that an official Vizio update destroyed a unit that previously had no issues.As a note, a Google search proves I am not the only one who has experienced this exact problem.

Desired Settlement: I am requesting a replacement of my ****** blu-ray player. Through no fault of my own and as a direct result of a Vizio-sanctioned update, I now have a non-working unit. As mentioned previously, it was functioning perfectly beforehand and has been lightly used and well-cared for. Had the unit stopped working naturally, I would not be asking for a replacement. But given the circumstances, Vizio has responsibility for its current condition.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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 *************************** for information and assistance.  

Consumer Response:

Better Business Bureau:

I have spoken with Josh, Executive Resolution Team Manager for Vizio, in reference to complaint ID *******. He has agreed to send me a pro-rated refund of $85 for the damage caused to my blu ray player by the Vizio update. I should receive the refund within the next two to three weeks.

Provided the refund is received, this resolution is satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *****

4/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Yesterday morning Visio technical pushed out a firmware upgrade (without my permission) that killed my TV (model E502AR serial no. ***************). It simply turn on and stay on. I spoke to customer service and got a level-1 guy who put me through all the hoops (power off, reset, change outlet plugs, etc. but nothing worked. He spoke to a level-2 guy but couldn't resolve the issue. I got frustrated and hung up on him but went back into the technical site and chatted with ***********. He couldn't resolve the problem either but scheduled a tech to visit my home to "try" to fix the problem though it will take TWO WEEKS before he can get here. I spent 35 years in IT mostly as a Change Control Manager and was absolutely dumbfounded that any firmware push can't be pulled back by Visio. Your Change Control Manager should be taken out and shot as well as your technical manager. I will file a complaint with the BBB and express my frustrations on your facebook page on a daily basis.

Desired Settlement: Remove the firmware upgrade IMMEDIATELY or replace the HDTV within 3 business days.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

 

*** ********

3/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vizio will not repair or reimburse me for a television that I purchased from Costco on January 20, 2013. They state that it's not a manufacturer defect and not covered under warranty. I sent Vizio pictures only and based on the photos they claim that force was applied to the television even know their are no marks, dents, scratches, or cracks on the outside of the television. I took it to a repair facility on 2/10/14 and they can verify that there is no damage to the outside of the tv. I made a claim #******* with Vizio in April or May of 2013 and followed-up again this year after I thought the 1 year warranty had run out and filed a claim with American Express because I used my card to purchase this item from Costco. In 2013 Vizio stated that I had only a 1 yr warranty, but because I purchased it at Costco it was actually a 2 yr warranty and found this out by American Express. When Amex calls to verify that the warranty is no longer in effect Vizio states that the product is still under warranty, but the damage isn't covered under the manufacturer warranty. Even though I took it to an unauthorized repair facility, which would void it anyway. So Amex will not cover this item because Vizio claims it's still under their warranty for another year ending January 20, 2015. Vizio offered me a television for over $500, instead of offering to replace it. The damage is not my fault and they have never even seen the tv in person or attemted to repair it. I will never purchase another Vizio product again.

Desired Settlement: Vizio should reimburse me since they never even offered to repair or replace it. I had to take it to a repair facility myself.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased an HD Vizio television in august of 2012 from Cosco in North Miami, we did not have a Cosco membership so we paid $50.00 plus $799.99 for this television. All was well til last week when we put the television on the wall on a bracket. All was good the installer put the television on the wall and there were all kinds of lines on the bottom and the volume was not good. Next few days the lines got bigger and then you could not watch anything at all also the volume on l00 was hardly heard. We called Vizio and sent them a picture of the damage. They immediately dissmissed us by telling us the television is craked they can not do anything about this. Why would we crack our television which was running perfectly til this day. We called Vizio repetedly and finally today a supervisor called ***** badge number ***** insisted that we broke our own television. I begged her to send someone over to inspect the tv she refused. Of course the two year warranty is over but we still are out 800 dollars and no results. Please see what you can do send someone to see the television we are not lying.

Desired Settlement: We would like to have someone look at this television and determine that it is not our fault and the television is defective.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** *****



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and made a final offer.

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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** *****


As per my conversation with Sandra on Jan 30,2014 complaint ID ******* she did receive the documentation from me with the receipt from where I purchased the Vizio television and also asked me to state why I refuse Vizio's offer.  It is very simple Mr. **** from Vizio insists that I accept a refurbished television that was also returned from another unsatisfied customer and for that I should pay $450.00.  If you could consider that I paid $800.00 for the television in dispute and also the fact that now you can buy another Vizio for less than $600.00 that is not 3D but new why should I accept his offer.  I hope that you will kindly see that I am in great need to have your fair and just judgement.  Thank you sincerely  ***** *****

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 20, 2014, I purchased a 55" Vizio, Model M551d-A2R, from Best Buy. I had previously ordered one from Amazon but refused delivery because the casing was broken in several places. After setting up the TV it began to "flash" when switching ports or while watching a program. An HDMI bar would appear at the top of the screen and then the image would blank for a few seconds then reappear. This happened frequently and irregularly. After purchasing new HDMI cables and testing out the ports on my receiver, it became apparent that the issue was with the TV itself. I contacted Vizio's technical support on January 29, 2014. They came to the conclusion the HDMI port was faulty and agreed to send out a replacement TV. It arrived on February 19th. It was obviously a refurbished TV. There were a few small scratches on the frame that had been painted over. Now there is a screen-bleed/screen-burn in the top left corner. I've contacted Vizio's technical support with photos to request a refund on March 3, 2014. The customer support said that they would request a refund but that it was "highly unlikely" Vizio would issue a refund. If they do issue a refund it will not include the sales tax and will take up to 6 weeks. I was told Vizio will most likely send another replacement, but a new TV this time, and the delivery would take up to 10 business days.

Desired Settlement: I would like to be refunded in full for this item, the original purchase price including sales tax. I can provide the original sales receipt. Although I appreciate it, I do not want another replacement.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Regards,

***** *****

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought my Vizio All in one PC back in November of 2012 and up until December of 2013 I had had no problems. In December of 2013 I decided to stretch my PC across the room and would need the "Power Supply Extender Cord" that was included to make the cord longer. I had never needed the "extender" up until then so it was still in the plastic packaging that came with the computer. I took it out of the plastic and proceeded to plug it in to the power supply. I then went to turn on my PC and nothing happened. The PC would not light up and would not turn on at all! I then removed the extender and put the original cord back in and attempted to power on the PC again. NOPE! Would not turn on. I contacted a Vizio support specialist in live chat and was told that I would receive instructions in the email on what to do next. I waited 4 weeks and heard nothing and received no email. I then went back to live chat and the next specialist told me that the "Power Supply Extender Cord" was probably "DEFECTIVE" and thats what caused the problem. He told me that my warranty was over as of November of 2013 and this incident happened in December of 2013 so he pushed that that was no way I was getting covered even though it was a "Defective" product that they sent me that ruined my PC in the first place! He told me he would email me instructions on what to do next with a diagnoses and the price of shipping (there and back) and cost of repair (which would ALL be on me). In the email I recieved from him a little over a week ago stated that the repair would be $400.00!!!! The problem that they are responsible for is now my responsibility. As far as being 1 MONTH out of warranty, I think that paying $980.00 for a product is a guarantee that your product will not fail within 1 year. I am being asked to pay HALF THE PRICE of the original purchase to fix a problem. The part that is needed can only be purchased through Vizio so I have NO other options except through them. I am completely furious at Vizio and very upset.

Desired Settlement: I would like my repair and shipping covered by Vizio.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.  

3/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/28/2013 TV model VIZIO VF551XVT1A was under normal operation, displaying content via HDMI from TWC cable box. Unit made brief 'pop sound' before losing display. Unit now does not 'power on' - though LED lights do turn on. Attempts to power cycle unit, unplug/replug failed.On further research, it is found that the failure is the fault of defective / shoddy parts by manufacturer. Unacceptable failure from normal operation occurred due to manufacturer negligence.

Desired Settlement: Replacement unit / credit towards replacement unit OR Repair / Replacement Parts

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This complaint is a follow up to BBB complaint #*******The resolution to complaint #******* was accepted; Vizio claimed they would resolve the dispute by sending out a technician to repair the defective unit, and charge us a fee of $100 for parts.However, Vizio did not follow through with their promise to repair the broken unit, and in fact left the situation worse than before.Vizio charged us a fee of $100 to send a replacement part, this was received.After some delays, a technician was dispatched. He opened up the damaged unit and replaced a part without first performing any diagnostic tests.After replacement, the television now neither turns -- nor shows 'powered on/logo' LED lights, as it previously did.Technician claimed he was not trained to do anything other than replace that part and left.The Vizio rep who handled this did not provide an acceptable resolution, and offered instead to sell a refurbished Vizio product for a price that would fetch a brand new product of newer model year.Vizio has left us in a worse position than before- Lost an additional $100 dollars- TV is now in worse condition than before (power/logo LED lights do not even turn on)

Follow through with original promise to either repair television or provide an acceptable replacement.


Regards,

****** *****



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of
the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint
number *******. As always, VIZIO takes any complaint reported to the BBB
very seriously.

In the interest of providing customer
satisfaction VIZIO has contacted the complainant in an effort to resolve
this issue. A representative from VIZIO spoke with the complainant over
the phone, and made an  offer.

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.  

3/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is ****** ******* from *** ******* **. I bought my fist Led TV, VIZIO Brand after one year of saving money for it (almost one thousand dollars), I went to buy it at the Walmart Store # **** ******* ** **** * ****** *** *** ****** *** *****. However in less than 4 months I tried 3 different TVs and none of them were working well. This letter is to complain about the low quality TV I have had.The first TV I bought was on 12/28/2012 and after 2 weeks on 01/14/2013 the TV stopped working so I went to the store to return it but the assistant manager told me the only choice I had was to exchange it for the exact same one so I agreed. I also bought the warranty just in case something else would happen to it. After 2 months I had the same problem with the TV so I went back to the store to try to get a different TV brand but I had not success and they suggested me to call the Walmart warranty instead. However they told me they couldn't do nothing because the TV was still under VIZIO warranty. Luckily, sent me a replacement of my non-working TV through Manna Distribution Services on 04/12/13. Unfortunately, at that time I faced foreclosure so I saved the TV on an storage where the Manna staff delivered it to me and where it stayed for 6 months. Thanks to a government funded program and to unemployment benefits I moved to an apartment where I found out that my brand new TV was broken. Therefore, I called you and your customer service representatives told me I had the responsibility to make sure the TV was working, however, no one told me that until I called to complain about this matter. Now, no one wants to take responsibility so I am trapped with no TV at all.

Desired Settlement: I expected a much higher level of service and high quality products from VIZIO, and therefore I am very disappointed as this is the first time I have to deal with something like this. I want you to give me a solution for this problem such as fixing my brand new non-working TV or replacing it for a different one.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I talked to a VIZIO manager regarding to a non working 60" "LED SMART TV and this manager to fix my problem told me he was going to send me a 47" Smart TV in stead of the 60" and I agreed, I was so happy with that. When I installed the 47" TV I realized that the TV was not an smart TV, so I called them to let them know about this issue and they just told me " they send me this non smart TV because they did not have any 47" Smart TV in stock, so I asked them just to send me the right TV and they say no because the TV the sent me was free of charge, but I was told hey were going to send me a smaller TV but it was going to be smart, but it was not. then they told me if I don't want the TV I could send it back to them but they were not going to send me another TV.

I just want them to send me the TV I was told I was going o get. the 47" SMART TV


Regards,

****** ******* *****



Business Response: To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business
Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always,
VIZIO takes any complaint reported to the BBB very seriously.

 

In the interest of providing customer satisfaction VIZIO has
contacted the complainant in an effort to resolve this issue. A representative
from VIZIO spoke with the complainant, and has since resolved this issue.

 

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.  

3/11/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a vizio TV from woot.comThe tv lasted 4 monts. After numerous emails to woot nad vizio they told me that my warranty was only 3 months. They refurbish a tv to work for 4 months and give you a 3 month warranty. They kept avoiding my emails for a refund or new tv.

Desired Settlement: I would take either a refund or replacement of the same tv or better.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

3/10/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 55 inch Vizio TV on 03/2/13 and on 12/17/13 it stopped working. I have been in constant contact since then, to try and resolve this matter. I have been patient and tried everything your technical service asked me to try, even waiting 48 hours with my TV off and nobody touching it. I have been trying to get either my TV repaired or replaced, have had no one from your company contact me, even though they always said they would when I would call. I was told at every call something different. First that it would be repaired and I would be contacted for a date and time for a repairman to come to my home to repair it. Then five days later, I CALLED your company and was told no, it was going to be a new TV delivered to my home and I was to wait for a call from a freight service to schedule a delivery. Then four days later I call and have been told that a refund is in order but to get this refund, I have to pack up my TV, wait for a freight service to call and schedule a time to pick up said TV, then wait for your company to receive said TV, then your company to process the paperwork for my refund for which you already have proof of my purchase price and then it will take 4-6 weeks before I get my refund check. I would expect that, given your award winning service status, and the length of my ongoing issues, you would expedite this claim. Well I have boxed up my TV, it has been 3 days and I have not heard from your freight company to schedule pick up of my TV. I cant believe I have to wait 4-6 weeks from when you get my TV for my refund. IS THAT REALLY HOW YOU RUN AWARD WINNING CUSTOMER SERVICE????

Desired Settlement: I would like a full refund of my purchase price of my VIZIO TV within the next 15 calendar days.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and has  resolved this issue.

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. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Even though I have spoken to VIZIO and the broken TV has been picked up by the freight service over a week ago, I have not received any indication from VIZIO that the TV has been received and my refund process has begun. I will not consider this complaint resolved until my refund has been received. 

Regards,

***** *****



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) Clarification request regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has resolved this issue as of Thursday, February, 13, 2014.

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Regards,

***** *****

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Vizio tv from Target last Friday. When I got it home, the remote wasn't working so I called Vizio thinking they would send me a new remote which they did after waiting on hold for 2 hours. When I received the new remote, that didn't work either. WHen I called Vizio I was told they would keep my credit card information (without charging it) while they sent me a new tv and would release it once they received my broken one back. Not sure if the woman I was speaking with was confused or not but she told me I would NOT be charged, so that is what I expected to happen. Not only was I actually charged $279 dollars by Vizio, they actually charged it TWO times. So when I logged onto my online banking I had almost no money with bills coming out and still a broken TV. Every single person I talked to (meanwhile being on hold for over 4 hours over the course of the day) was incredibly rude. Not one person told me they were sorry for the mix up and sorry that they charged my card not only one time but TWO times. Then, when I asked to just cancel everything and I was taking the TV back to Target because this entire situation was so ridiculous, they told me "sorry, but it will be 30 days before you get that money back". Are you kidding?? And again, no apologies, no this was our mistake, nothing. I am severely unimpressed with Vizio and their horrendous customer service. Never will I buy any Vizio product again. I now had to call my bank and dispute the charges so hopefully they will be able to help me more than this company.

Desired Settlement: I just want this company to know how their customer service/technical service people are dealing with their customers. Clearly I want my money back in my account but like I said previously, hopefully my bank is able to help me at this point. I am 23 years old so $600 is a lot of money, and to get no apologies or no one willing to help me or not stick me on hold for completely ridiculous wait times just made the entire screw up even worse.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and has  resolved this issue.

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.   

3/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I HAVE OWNED A VIZIO 42 FLAT SCREEN TV FOR APPROX 3.5 YRS & SINCE JULY 2012 OUT NO WHERE GREEN PEOPLE & GREEN LINES APPEAR ON MY TV. SOMETIMES IT GOES AWAY THEN IT COMES BACK NOW I'VE BEEN DEALING WITH ISSUE SINCE 11/2013 UNTIL NOW 12/2013 VIZIO'S TECH HAVE ADVISED ME THIS A COLOR CONTOURING PROBLEM WHICH BASICALLY MEANS COLOR PANEL NEEDS TO BE REPLACED. WHICH WOULD COST MORE THAN THE TV IS WORTH, I KNOW MY WARRENTY HAS EXPIRED, I'VE READ ALL THE COMPLAINTS ABOUT VIZIO & THEIR TV'S & IT APPEARS ALOT OF PEOPLE ACROSS THE UNITED STATES ARE HAVING THE SAME ISSUES WITH THIER TV'S, I DO NOT THINK THERE IS MUCH YOU CAN DO, HOWEVER THIS CO. NEEDS TO IMPROVE THEIR PRODUCT & STOP TAKING ADVANTAGE OF THE CONSUMER VIZIO NEEDS TO STEP UP & DO A RECALL OF ALL THE MODELS THAT ARE EFFECTED.I DO UNDERTSTAND THIS WOULD BE COSTLY SOMETHING HAS TO BE DONE ON THE PRODUCT THEY ARE SELLING.

Desired Settlement: SOME TYPE OF REFUND OR VOUCHER TOWARDS ANOTHER TV.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.

Consumer Response:

Received & Reviewed your e-mail for compalint # ******* Vizio has agreed to repair my Vizio TV 
for cost of $99 to me. no matter what the problem is, they will be sending a TV repair/tech to my 
residence as of 12/28/2013  were suppose to e-mail me  with in  24-48 hrs when this technician 
was suppose to come. at this time have not heard from them understand there are holidays involved 
hopefully i will hear from them by 1/3/2013 
 
thank you so much for what you have done. 
 
******* ** ***   

3/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Request# ******Remote control VUR10 has design/material problem. The flex cable connecting two sliding part is getting broken/cracked because of sliding action. No way this remote will last longer.Little research on internet showed that there are many customer having the same problem with VUR10. It is so unfortunate that VIZIO is not willing to take the responsibility of bad product.On contacting technical support, they try selling you new remote control for $70 or so.

Desired Settlement: Vizio should provide replacement remote control and extend the warranty on it.Should contact other customers who filed complaint about VUR10 and approach them proactively and provide replacement.Should contact existing customers having VUR10 remote control and inform them about extended warranty.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Somebody called from vizio and left message. There was no offer to resolve the issue. 

Regards,

********* *****



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and made an offer.

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Regards,

********* *****

2/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vizio model M801d-A3 is less than 3 months old with a warranty claim denied. Stated it was not a manufactured defect. Was told to just buy a new one. I have a Vizio Model M801d-A3 that is less than 3 months old that cost $ 3,699.00 before tax. I called Vizio and set up a warranty claim. Vizio issued a claim number ******* only to later advise me that it was not covered under the warranty. They claimed it was not a manufactured defect. I advised Vizio that the t.v. its self is perfect with no damage only that the screen is out. They told me good luck and buy a new one.

Desired Settlement: I am not looking for anything more than a T.V. that works. I would like Vizio to honor the product that they sell and provide a repair or replacement.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

2/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: TO WHOM IT MAY CONCERN ON FEBRUARY 16,2013, I PURCHASED A VIZIO 70" SMART TV, A COUPLE OF MONTHS LATER A BUTTON ON THE REMOTE CONTROL BROKE OFF, I CALLED VIZIO AND I WAS ASKED TO SEND IN PHOTOGRAPH'S OF THE REMOTE. I HAD NO PROBLEM GETTING THE REMOTE REPLACED. MONTHS LATER I NOTICED THAT THE FRAME AROUND THE TELEVISION SET HAD A CORNER THAT WAS SLIGHTLY SPLITTING OPEN WHEN I CONTACTED VIZIO I WAS ASKED ONCE AGAIN TO SEND IN PHOTOGRAPHS AND ACCORDING TO VIZIO IT WAS A COSMETIC ISSUE AND VIZIO WAS NOT GOING TO REPAIR THE PROBLEM. LIKE ANY OTHER PERSON PURCHASING A TELEVISION SET THAT COST OVER 2000 DOLLARS I WAS VERY UPSET. AFTER SPEAKING TO A SUPERVISOR AND NOT BEING ABLE TO RESOLVE THIS SITUATION I HAD NO CHOICE BUT TO LEAVE IT ALONE. ABOUT TWO WEEKS AGO I ENCOUNTERED YET ANOTHER PROBLEM WITH THE TV, OF THE FOUR HDMI PORTS THAT ARE ON THE TV ONE OF THOSE PORTS IS NOT FUNCTIONING. I CONTACTED VIZIO AND EXPLAINED THE PROBLEM, AFTER SPEAKING TO THE CUSTOMER SERVICE REPRESENTATIVE AND TO A SUPERVISOR I WAS INFORM THAT VIZIO WAS NOT GOING TO REPAIR ANY PROBLEMS WITH MY TELEVISION, I INSISTED THAT MY WARRANTY WAS STILL IN EFFECT BUT VIZIO,S SUPERVISOR RESPONDED, AS IF I WAS THE ONE TO BLAME THAT BECAUSE OF THE PREVIOUS PROBLEMS THAT I'VE BEEN EXPERIENCING WITH THE TELEVISION SET, VIZIO WAS NOT GOING TO SEND ANY TECHNICIAN TO ENQUIRE NOR REPAIR ANY PROBLEMS WITH MY TELEVISON.

Desired Settlement: IF IT WOULD BE POSSIBLE I WOULD APPRECIATE IT IF VIZIO WOULD BE ABLE TO REPAIR THE PROBLEMS ON THE TELEVISION SET. I DO NOT BELIEVE THAT I AM ASKING MORE THAN I AM ENTITLED TO.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   


2/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio TV in October of 2013, 5 months later a green line appeared on the TV so I contacted Vizio to get the situation resolved. For the most part they were helpful, I sent pictures of the issue and they are replacing the unit free of charge. There are a couple of issues I have: 1) They don't replace it with a brand new unit, according to their policy they replace it with a unit that is re-certified i.e. it was shipped, not opened and returned but they cannot sell it as new so they use it for these situations. This concerns me as I have no idea where the product was originally shipped to and the state it could be in.2) This is the bigger issue I have, this is a very large TV that I have to had someone come in and mount, Vizio have told me that I have to un-mount the TV so they can take it away and that they will NOT mount the new or cover the charges for getting it mounted. Considering this TV is less than 6 months old this is a terrible policy, I am expected to pay for a TV to be re-mounted that should never have developed a problem so early. The 2 statements I received when I pressed this were: 'We cannot send an installer, or compensate for the cost to install, I apologize. We are going to replace the TV for you, free of charge. That is what I can offer you.' and 'Vizio would not be able to offer compensation or send an installer. We are not set up to allow this. I apologize, however we cannot compensate or send an installer.'.

Desired Settlement: I would prefer to receive a TV that is brand new like I purchased vs. a re-certified model and if Vizio doesn't have an installer, I can organize that but they should cover the cost.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Regards,

***** ******

2/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vizio brand televisions do not work with satellite receivers that feed off one main receiver. The satellite technician called Vizio on Monday, January 13, 2014 and a Vizio customer service representative told the satellite technician admitted that the connection would not work. Vizio's representative instructed the satellite technician how to hook up the television which resulted in the technician having to drill a hole through my wall. I called this morning to ask why the television was even made this way, the technician, *****, denied that there has ever been an issue with the "hook-up" for satellite. She tried multiple steps that did not resolve any issue.

Desired Settlement: Vizio should admit that a satellite hookup in additional bedrooms is not possible, pay for the repair of my wall and replace this faulty television.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have been contacted by a Vizio representative and I am willing to accept the offer made by the representative to reimburse me for the additional equipment that I had to purchase to make the television operational, however, it has been two weeks and I have not heard back from the representative. I would like affrimation that this promise will be carried out before I agree to close my complaint.

Regards,

********* *******



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and made an offer.

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.   

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Regards,

********* *******

2/18/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Our television began breaking before the warranty expired but Vizio refuses to honor the warranty. We have been offered the option to purchase a refurbished television at a reduced cost but as the television should be fixed under the warranty specifications this option is unacceptable. We have complained directly to them numerous times and are always brushed off.

Desired Settlement: We feel that as the television began breaking during the warranty period it should either be replaced or repaired at Vizio's expense per their TV warranty terms.

Business Response:  To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was again offered the opportunity to purchase a refurbished television. Only honoring our television's warranty terms will be acceptable. 

Regards,

******** *****



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and made a final offer.

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.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Vizio still refuses to honor their product's warranty. Only honoring the warranty will be acceptable.

Regards,

******** *****



Business Response:

Please be advised that VIZIO’s standard manufacturer’s warranty extends through one year from the date of purchase. The customer in this complaint initially called VIZIO’s customer service department while the product was still covered under VIZIO’s one year manufacturer’s warranty.  At that time VIZIO’s customer service department was able to resolve the customer’s issue over the phone through trouble shooting.  The customer then called VIZIO’s customer service department seven months later to report a subsequent issue with the television. This second call was placed well after the manufacturer’s warranty had expired for the television.  VIZIO made several offers to assist the customer with their out of warranty issue; however, each offer was rejected.

 

VIZIO takes all customer complaints seriously. 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/. We appreciate being notified of this complaint.






Please find the warranty information below.

LINK:

http://store.vizio.com/support#warrantyDetails

TV Warranty

TV Warranty Details

ONE-YEAR LIMITED WARRANTY ON PARTS AND LABOR

Covers units purchased as new in United States and Puerto Rico Only.

VIZIO provides a warranty to the original purchaser of a new Product against defects in materials and workmanship for a period of one year of non-commercial usage and ninety (90) days of commercial use. If a Product covered by this warranty is determined to be defective within the warranty period, VIZIO will either repair or replace the unit at its sole option and discretion.

To obtain warranty service, contact VIZIO Technical Support via email: TechSupport@VIZIO.com or via phone at 877 MY VIZIO (877.698.4946) from 7:00AM to 11:00PM Monday through Friday and 10:00AM to 6:00PM Saturday and Sunday, Central Time, or visit www.VIZIO.com. Pre-authorization must be obtained before sending any product to a vizio service Center. Proof of purchase in the form of a purchase receipt or copy thereof is required to show that a Product is within the warranty period.

Parts and Labor

There will be no charge for parts or labor during the warranty period. Replacement parts and units may be new or recertified at VIZIO’s option and sole discretion. Replacement parts and units are warranted for the remaining portion of the original warranty or for ninety (90) days from warranty service or replacement, whichever is greater.

Type of Service

Defective Products must be sent to a VIZIO service center to obtain warranty service. VIZIO is not responsible for transportation costs to the service center, but VIZIO will cover return shipping to the customer. Pre-authorization is required before sending any unit in for warranty service.

Product returns to VIZIO’s service centers must utilize either the original carton box and shipping material or packaging that affords an equal degree of protection. VIZIO Technical Support will provide instructions for packing and shipping the covered Product to the VIZIO service center.

Limitations and Exclusions

VIZIO’s one-year limited warranty only covers defects in materials and workmanship. This warranty does not cover, for example: cosmetic damage, normal wear and tear, improper operation, improper voltage supply or power surges, signal issues, damages from shipping, acts of God, any type of customer misuse, modifications or adjustments, as well as installation and set-up issues or any repairs attempted by anyone other than by a VIZIO authorized service center. Products with unreadable or removed serial numbers, or requiring routine maintenance are not covered. This one year limited warranty does not cover Products sold “AS IS”, “FACTORY RECERTIFIED”, or by a non-authorized reseller.

THERE ARE NO EXPRESS WARRANTIES OTHER THAN THOSE LISTED OR DESCRIBED ABOVE. ANY IMPLIED WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, SHALL BE LIMITED IN DURATION TO THE PERIOD OF TIME SET FORTH ABOVE. VIZIO'S TOTAL LIABILITY FOR ANY AND ALL LOSSES AND DAMAGES RESULTING FROM ANY CAUSE WHATSOEVER INCLUDING VIZIO’S NEGLIGENCE, ALLEGED DAMAGE, OR DEFECTIVE GOODS, WHETHER SUCH DEFECTS ARE DISCOVERABLE OR LATENT, SHALL IN NO EVENT EXCEED THE PURCHASE PRICE OF THE PRODUCT. VIZIO SHALL NOT BE RESPONSIBLE FOR LOSS OF USE, LOSS OF INFORMATION OR DATA, COMMERCIAL LOSS, LOST REVENUE OR LOST PROFITS, OR OTHER INCIDENTAL OR CONSEQUENTIAL DAMAGES. Some states do not allow limitations on how long an implied warranty lasts or the exclusion of incidental or consequential damages, so the above limitations or exclusions may not apply to you. This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state. THIS WARRANTY IS SUBJECT TO CHANGE WITHOUT NOTICE. CHECK www.VIZIO.com FOR THE MOST CURRENT VERSION.

Personal Data

If your VIZIO product is capable of storing personal data and other information, ALL CONTENTS AND INFORMATION WILL BE DELETED IN THE COURSE OF SOME IN-HOME AND ALL SHIP-IN WARANTY SERVICE. If this occurs, your product will be restored to you configured as originally purchased. You will be responsible for restoring all applicable data and passwords. Recovery and reinstallation of user data is not covered under this Limited Warranty. In order to protect your personal information, VIZIO recommends that you always clear all personal information from the unit before it is serviced, regardless of the servicer.

 ZERO BRIGHT PIXEL DEFECT GUARANTEE

This policy covers “zero bright pixel” defects for the duration of the limited “ONE YEAR WARRANTY” on select new product purchases. To determine if this guarantee applies to your product, refer to the “DETAILS” tab of the model’s product information page www.VIZIO.com or look for the “zero bright pixel” guarantee on the box.

2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a 65 inch Vizio TV about year ago for about $1,400. Since then I have add problems with it (listed below). I have worked with the tech support group to trouble shoot, had the main board replace and the TV replaced and I am still having problems with it. It take about a minute to respond with it is turned on.It shuts off randomly.It won't play some acceptable video formats over network.Apps will either not start or crash and the TV has to be reset to work again.If two buttons are hit mistakenly the TV freezes up and has to be restarted.

Desired Settlement: I have tried talked to someone to get my refund and they either place me on hold or say they will call back and never do. My case Number is ********, I just money my money back for a faulty product.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, I am not sure how the business has tried to contact me but I did not receive any voice mails or emails.  Please ask to provide the information use to try to contact me.  If need be we can schedule a time or give me a number to contact them

 

Regards,

******** *******



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and made an offer.

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.   

2/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase a 32 inch Vizio TV in April. On January 20th I notice that a part in the screen in the upper right hand corner (the size of a thumb print) was going out. I call Vizio - was asked to submit picture and the receipt. I did this and they are telling me that the problem is due to damage - force. No one has physically look or touch the tv. They are going by picture. The tv has not been damage. They are not willing to have the tv looked at. They just said it is not covered. I spoke with **** (in SD) and every time I try to reach someone I keep getting referred back to him. When you call the Irvine, CA phone number ###-###-#### - you still get someone in SD. They say that take pride in their American base operation; but my experience is it is very sorry. I would like to have some one else from this company contact me to work something out without filing this complaint. I can only upload one picture. I have the 6 pictures I sent to Vizio plus the picture of the tv frame and front and back of tv. I will attach the whole file of picture to an email if I can get an email address.

Desired Settlement: Refund or replacement with a non refurbish tv.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

2/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 55' Vizio tv in January of 2013.It has not been a year and the tv stopped working. I contacted them and they sent out a repair man. The repair man would not touch it. Before he had arrived I had moved the tv from the front room to the dining room. When plugged in there was a crack in the screen. It was not there when it was in the front room. It was not a big move. The cost for this tv was over 800.00, have not even had it a year and they will do nothing about it. Said it was my fault the screen is cracked even thou it was not even working before I moved it I am very updset they they did nothing after this. They did not contact me to tell me what was going to be done about it I contacted them. They said because of the crack they wont do anything. It was not my fault. I moved it because I needed to put the old tv in the room. A crack should not have happened from moving it a few feet??? Very bad service. It is still under warranty and they should back there product. Not everyone can go out and pay that kind of money for a dispensable tv. I want it replaced. This is unfair!!!

Desired Settlement: Replacement or refund. Do not what to buy from this company after I read the reviews...

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  



Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I purchased a 55' Vizio tv in January of 2013.It has not been a year and the tv stopped working. I contacted them and they sent out a repair man. The repair man would not touch it. Before he had arrived I had moved the tv from the front room to the dining room. When plugged in there was a crack in the screen. It was not there when it was in the front room. It was not a big move. The cost for this tv was over 800.00, have not even had it a year and they will do nothing about it. Said it was my fault the screen is cracked even thou it was not even working before I moved it I am very updset they they did nothing after this. They did not contact me to tell me what was going to be done about it I contacted them. They said because of the crack they wont do anything. It was not my fault. I moved it because I needed to put the old tv in the room. A crack should not have happened from moving it a few feet??? Very bad service. It is still under warranty and they should back there product. Not everyone can go out and pay that kind of money for a dispensable tv. I want it replaced. This is unfair!!!

This is my second complint to this company. They contacted me once and I was not at home . I returned their call 2 times with no return call. This is not a closed deal. I am owed for my broken tv
.


Regards,

***** ******



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant, and has made several offers to the complainant to resolve this issue.

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.   

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The "Power Board" on my 3D VIZIO TV went out. I contacted VIZIO and asked if they would be willing to fix it free of charge. They said that it was ONE MONTH out of warranty and that they would charge me almost 200$ to fix! I only paid 500.00 for the TV at WalMart and I feel that a 200$ charge on a TV that was barely over a year old when it broke is INSANE! They were totally unwilling to work with me when I called back and talked with a supervisor. I called originally in November of 2013 and that was when I was told it was a month out of warranty. I issued a complaint on their website and never heard anything back from them on that. I am very dissatisfied. I think that their legendary customer service is a farce and deserves to be called what it is: BAD

Desired Settlement: I want my television fixed (Power Board replacement) free of charge.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a HDTV from Vizio Model # SV472XVT. It has not been 3 years since I bought it but 2 of the remotes would not work properly. The first one that came with the TV just died out and woud not work. They replaced it, but just after a year, it started acting out. I need to press the button to make it work. Sometime I have to take out the batteries and replace them to make it work. It is a faulty design and designed to fail. I know that for a fact because the remote on my cablebox still works perfectly and I had it more than 5 years now.I called Vizio and was told that warranty already expired on this $1400 TV I bought. Its so convenient for them to say thee things. But the real issue here is that they are making sub par products that have built in obsolescense shortly after the warranty expires.

Desired Settlement: I need a replacement remote. Preferably not the same ones I got in the past.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally had issues with my 55 240 hz LED TV where the screen stopped working properly and instead just appeared as different sized vertical lines that were black and white only. Although the sound still worked, this was not a way that I would be able to watch TV. In addition to the TV itself not working, the remote control had failed to work properly. Even after replacing the batteries of the remote control, there was no immediate fix to the issue. I called Vizio on December 12 to discuss the issue, and they asked for photos which was not surprising. Eventually, after working back and forth a few days Vizio said that they would replace the TV, which was great customer service. However, I called back a few days in a row to determine when the TV would be shipped from the manufacturing facility to the local distributor, and no one had an answer. The comment was that Vizio had to wait for it to be shipped and I had to wait until the auto-generated e-mail came to me to know when the TV would be scheduled to be delivered to my house. Eventually, on December 20, Vizio finally told me that my TV had shipped from the factory to the local distributor. It took until the TV got to the local distributor for them to schedule a delivery date of January 6. From the first day I called Vizio to discuss the issue (December 12) to the day that I received the TV (January 6) was just shy of a whole month, over the holiday season mind you.Once the TV arrived, it did not come with a new remote control, so after replacing the batteries a few times, I had to call Vizio back on Jan 16 to ask for a new remote control that would get to me in 5-7 business days. This was yet another hassle. All of that said, I do believe Vizio has a good product and I believe that the actions that were taken were fantastic, I thought I was going to be out of luck and have to purchase a new TV on my own. The thing that is disappointing is the amount of time it took to replace the TV in my house.

Desired Settlement: The TV and the remote control are being replaced, but I would like to be compensated for the time I spent without a TV and for the amount of times I had to call back Vizio. I believe a $50.00 AmEx or Visa gift card would be a good way to compensate me for the inconvenience.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 42inch Vizio not working properly.Cutting off on its own,changing channels on its own.wont stay connected to a wired internet.This was only a couple months or so after I got it!A ITT tectonic came brought two boxes,she tried one it worked she didn't replace the other box.I was happy until it started again.I have made at lease five service call after that!,did every thing they ask me.the call I made on 01/15/14 the text told me email.where I paid for my the and I will receive a new one.today a tech called and told me I can have a Tv that been returned from the store and that they go thur the box and make sure every thing is there.I said send me a knew one,or please just send my money.and I also told him that vizio could just send me a voucher after they receive my tv back,because I take care of my things and this the only tv I have me and my daughter.he refuse told me he's a manger and I can have the returns,that's been open and all the parts are there or leave it!I told him I paid walmart for a three year warranty and I was told by the store that they will not honor a tv that already been in some else's poisson,cause that is called a refurbish tv,once it's opened..

Desired Settlement: I want my money back, they came have this tv and I will buy one another 42 inch Vizio

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

1/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been going back and forth with Vizio since November about my 50 inch "smart TV". the picture was not showing, 1st they submitted an order for a replacement and then canceled the order without my knowledge. Then sent a replacement in December and the top left corner was smashed. Then on December 30th brought out ANOTHER refurbished one, AND here we are again with NO PICTURE OR SOUND. the Tv is still covered under VIZIO'S warranty and in addition i also purchased a 4 year warranty with BEST BUY in aPRIL OF 2013 WHEN i purchased the TV. I am beyond furious. i spent $823.00 on a Tv that worked for 7 months!!! uncalled for, and when you call VIZIO all they want to do is "troubleshoot" and repleace it with a "refurbished" one at that. 3 months i have been dealing with these people and it has been hell. I am not understanding if the TV is still covered why is it so **** hard just to give me a NEW FUNCTIONING TELEVISION. FED UP.

Desired Settlement: I JUST WANT A NEW WORKING TELEVISION, THAT HAS SOUND AND A PICTURE!!!! IF THAT CANT BE PROVIDED THEN REFUND ME MY $823.00 BUT I WILL NEVER BE PURCHASING FROM VIZIO AGAIN. HORRIBLE CUSTOMER SERVICE.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Regards,

********* ******

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a television in February of 2013. 42 in 3DTV. I live in my house with just my fiance.No children! WE had the tv for 6 months and 2 weeks ago we were watching television and a big line came right down the middle of it. I called the tech support and filed a claim. The man sent me an email to upload pictures about the tv. I received a call the next day from Vizio stating that there was physical damage to the tv and it voids the waranty. However WE DID NOT DAMAGE THE TELEVISION! It was working fine for 6 months and then one day just stops?? Really??? They said there was nothing they can do about it so now We are out $500 of our hard earned money because they wont even fix the tv which is all I wanted or replace it with a new one! I spoke to a supervisor and she said I was out of luck and I said I would call corporate and she said I will give you the phone number so you can call. I didn't need her snotty remarks! She would be outraged if she was just told she was out $500 of her hard earned money because of a faulty product! Worst customer service I have ever dealt with. I do not understand how a tv can sit on entertainment center for 6 months works perfectly fine and one day boom it doesn't work. I know we didn't damage it! This is my second Vizio tv that I have purchased because my first one i had since 2007 and IT STILL WORKS????? I assumed if I bought another because I WAS completely satisfied with the first one my new one would be great??? I WILL NEVER BUY ANOTHER ONE EVER AGAIN!!! THE CUSTOMER SERVICE WAS RUDE AND SNOTTY AT LEAST THE SUPERVISOR WAS AND THEN THE PRODUCT WAS DEFECTIVE YET THEY BLAME THE CONSUMER! NOT GOOD BUSINESS PRACTICES AT ALL VIZIO. VERY BAD BLAMING THE CONSUMER. Product_Or_Service: February 19,2013

Desired Settlement: DesiredSettlementID: Replacement i would like a new television same model or equivalent to the model i have.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and has made several offers to the complainant to resolve this issue.

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.   


1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I first received the CN15-A5 laptop on Dec. 23, 2013. When it arrived, I immediately noticed that battery did not charge (stayed at 0% and the laptop would turn off if I unplug it). Also, minor problems included non-responsive keyboard, terrible trackpad (even after the software update which they claimed would solve the problem), wifi continuously disconnecting, and non-responsive reset button on the back. I called the customer service and after about 4 calls and waiting for 2 days, I received the prepaid shipping label. Now, the shipping label was only valid in U.S. but I was in Canada so I had to drive all the way down (about 1 hr drive) to cross the border and drop-off the laptop; they were not able to ship the replacement unit to Canada too; so again, when the replacement arrives(if it will ever arrive), I will have to go back to the border again. It is now Jan.8th, I have called them about 5 times to ask whether my replacement unit has even been shipped yet. The answer was no every time and the reason was always "probably because of the delay due to holiday". I called them today again, and now they finally said that they ran out of inventory and expect to replenish the stock by the end of this week. This is the most ridiculous customer service and company I have ever had to deal with. There appeared to be no communication between the warehouse and customer service, and the representatives seem to not give a damn about their company. They didn't even know the stock level of their own product! Also, how can something like this pass quality control? I mean, there are just too many fatal problem in one package.I decided to trust Vizio since I have never bought anything from them. But after all this, I can confidently say Vizio is the worst company I have dealt with, by a large margin, too. The product was junk and the customer service is just as bad. I needed the new laptop for work and now I have to use printed paper and rely on the tiny screen on my phone. Just ridiculous.

Desired Settlement: I believe that I have the right to get compensation for all the trouble I went through. I wasted so much on gas and time going down to the border, waiting at the border, having to call Vizio at least 10 times and counting. Above all, since I have been relocated to Lethbridge, AB this year from Vancouver, I am no longer near the border so I will have to get my family to ship the replacement unit from Vancouver to Lethbridge and I am not reimbursed for that shipping or time wasted of my famil

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a TV at Costco in January of 2013. On December 20th,2013 the TV would not work. I called Costco concierge service who then connected me with Vizio customer service as the warranty on the TV was 1 year an it was under 1 year since I purchased it. Vizio told me they would replace the TV as it would take too long to get the parts and I would receive my new TV in a week to ten days. As the new year approached and I hadn't heard from nor received my TV so I contacted Vizio to inquire about my replacement. They told me they no longer could replace my TV but had to send a refund as they were out of TV's to send. I said okay. A few days later someone from Vizio called and said I needed to return the TV and when they received it they would then issue the check for my refund. I asked why didn't they tell me this in the first place and expressed my frustration at not having a TV for this long, they just apologized for the inconvenience. I called my local Costco where I purchased my TV and they called Vizio and set it up so that they were gonna mail the refund check to me and they would send a box for me to return it.They then sent a box on Jan.9th,2014 they said they would call and arrange for pick up of the defective TV. It is now Jan.17,2014, and I have the TV boxed and ready to go and have heard nothing from them on when they are picking it up. I have called them and sent e-mails. It will be one month Jan.20,2014 that my TV broke and I still have no refund check. I also purchased and extended warranty for $59.99 that does me no good! Vizio does not stand by their product or service the customer after the sale.

Desired Settlement: I would like the price of the TV $649.99The price of the extended warranty$59.99 Tax $43.87 Total $753.85They have a copy of the receipt that I sent them in an e-mail.

Consumer Response:

From: ****** ****** <********************>
Date: Thu, Jan 23, 2014 at 8:45 PM
Subject: Claim #*******
To: info@sandiego.bbb.org


I've received a refund on the above mentioned claim that I recently filed with you on the company Vizio. They agreed to a return to the retailer Costco and agreed to let them issue me a refund for the purchase price of the TV that I purchased at their store. I would still like my claim to be seen on your website as I feel Vizio took far too long for a resolution to the problem. It took me 33 days to get a refund. Then after telling me they would pick the TV up several times and not following through I had to get Costco Corporate involved to come to a resolution. They then told Costco they picked the TV up when in fact it was still sitting in my living room. Costco got them to agree to let me return to it to the store and for Costco to issue me a refund, which they did.
 
******* ******

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The television that is 1yr and 5mths old is continuing to freeze and become unresponsive. Vizio attempted to resolve the issue in April by switching out the main board of the television which was a red flag to start but they assured me it would resolve the issue but it didn't. With this being my secondary residence I've just noticed the SAME issue is still occurring. Vizio is not taking ownership of the issue and wants to sell me a refurbished television or have me personally pay for a second repair. I've dealt with companies such as Apple, Samsung, Sony, etc. and never had any issues as they stand behind their products. Vizio has displayed such a horrible customer experience that I would never recommend their product or purchase another one.

Desired Settlement: I'm just wanting Vizio to back their product and resolve this ongoing issue.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of
the Better Business Bureau’s (“BBB”) notification regarding BBB
complaint number *******. As always, VIZIO takes any complaint reported
to the BBB very seriously.

In the interest of providing customer
satisfaction VIZIO has contacted the complainant in an effort to resolve
this issue. A representative from VIZIO spoke with the complainant over
the phone, and has worked with the complainant to resolve this issue.

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.  

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is a copy of an email that I sent to both Vizio and Walmart. (After submission of this email I received a return phone call from HD Repairs, the repair company that Vizio passed on to me with a $187.00 quote to put in a new "main board" which includes "all parts, labor and onsite visit". I purchased a Visio LCD HDTV model E320VL on 10/10/2010 along with a two year extended warranty through Walmart which starts one year after the manufacturer's warranty. On Christmas day the power on the television stopped working. The power comes on for two to three seconds and then shuts off. I called Vizio and was advised that it is a power issue and may be the mother board along with a contact number for HD TV repair. (Which I would be obligated to pay for.) I contacted the Walmart Product Care plan, we purchased a two year plan, only to find out that a little over two months ago, the plan expired on 10/9/13. In researching this problem on the internet, I find that this is a known issue with this television with evidence that this problem and other "power issues" occur in even younger televisions! My question is why haven't you issued a recall on this television or at least make us whole again for a flaw in your product, most especially consumers that have bothered to purchase an extended warranty? If this is the new average life time of your televisions then they are junk! I will be contacting the Better Business Bureau regarding both companies to voice my concerns.

Desired Settlement: I would like the replacement with a two year warranty/care plan which starts after the manufacturers one year warranty expiration which is what we purchased initially.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

1/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Called Vizio product support about a sound issue on my 65" LED 3D TV Case # *******. Every time I switch channels the sound cuts off. I have to go into Settings-Tuner-Digital MTS and manually set it. Support rep. tried troubleshooting the issue over the phone by having me try several things to correct the problem. He wasn't able to correct the problem over the phone and stated that Vizio would contact me to set up a service call. Submitted proof of purchase via e-mail and received a response stating "We will also attempt to contact you to move forward with your case if we have not heard from you." I didn't hear from them. Once I called to find out the status of my case all they told me was that my TV was out of warranty and there was nothing they could do. Spoke to customer service rep. ID # ******* and her supervisor and they both stated that someone should have contacted me and both apologized about no one contacting me but told me there was nothing they could do since the warranty on my television had expired. I wasn't satisfied with this response so I asked to speak to their superior. I was transferred to an escalation manager named ******* ID# ******* and all he said was that I should have called them if they didn't call me back and repeated the company line in a very condescending tone of voice, "there is nothing we could do since the warranty on your television has expired". He went on to repeat this after anything I would say. Asked to speak to his superior and he stated that he was the ultimate decision maker and corporate was the only entity above him. I reported the issue within the warranty period and was told that I would be contacted and received an e-mail stating the same. Vizio's product support management should be enforcing follow up calls. It seems they hope the consumer doesn't contact them so they could be absolved from repairing their products issues. Hope the 65" and 46" Vizio TVs plus the S4251W-B4 Sound Bar aren't my last Vizio purchases because of this.

Desired Settlement: I would like to have the TV repaired or replaced, whatever needs to be done to make the TV functional.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 3 Vizio products 2 years ago. A 55 in 3D TV, a 32 in TV, and a blu ray player VBR334. Lsst June, our new blu ray players stopped reading the new blu ray discs. On the screen, it read that a firmware update was needed. When I called Vizio in June, they told me I would need a wireless connection to receive the firmware update. My Blu ray was not getting my wireless connection. I researched my router and looked into a new one. We started watching DVD's instead. Two weeks ago we rented Blu Rays. None of them would play and the same message was displayed. I once again called Vizio. I was told to plug my player into a hardwired connection and a new firmware update would be forced into my player in 64 hours. 96 hours later, I unplugged the player and still had no update. I once again called Vizio. This time, they informed me that there is no firmware update for my unit and there will not be one. I am extremely disappointed with the consumer service and false information. I am also disappointed in the Vizio company. They obviously have a defective product and their solution is to buy another player. I believe a firmware update needs to be developed or a refund/replacement Blu - Ray player should be supplied ASAP. Thank you!

Desired Settlement: I believe a firmware update needs to be developed or a refund/replacement Blu - Ray player should be supplied ASAP.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

1/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a complaint June 19th that my vizio tv had horizontal black lines on the screen they told me to send them pictures I did. They then told me to send more pictures but I didnt have a way to at that time. I called them back January 5th and told them that I would like to resolve this issue. I spoke to **** operator **** and he said he could see the lines on the original pictures I sent them. He said that my warranty had ran out December 12 but because the case #******* was filed on June 19th that he could work with me. He told me to hold on for a minute. When he came back he said I would have to send more pictures. I told him that I couldn't. I don't have that ability at this time and why would I have to send more pictures if you see the lines I'm talking about? He told me to hold on. When he came back he said there was nothing more he could do for me. I asked to speak to his manager. **** operator *** came on the phone and I was told that there was nothing vizio could do for me because my warranty had expired December 13. I told him that I filed to claim on June 19th when it was under warranty and he said it had been to long 6 months. I said but I'm trying to get the black lines fixed that I complained about in June when it was under warranty. He said there was nothing vizio could do for me. He tv is no longer under warranty and not there responsibility. I then asked to speak to his manager. He said he would tell them and one of the two would call me back. I asked who should I be expecting to call me back? He would not even give me a first name.

Desired Settlement: All I wanted at first was for my tv to be fixed. After all the run around I have gotten dealing with this company I feal they do not honor there word or there product. I will gladly give them there tv back if they will give me my hard earned money in return.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO ***** with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My television went out on me December 21st 2013, of which Vizio opted to replace. They gave me a time table between 8-13 business days. Yesterday, on 1/2/13, I was told after 8 business days that my TV was not in stock anymore, that they will order me a new one. I was told this information already on the first contact back on the 21st of December. Then the person tells me yesterday that the time has to be extended 8-13 more business days. I will have to give them credit. Yesterday, I was offered a refund that I did decline. Today, I chatted online with a guy name ***** who was very arrogant and decided to tell me how things are rather then describe to be the actual issue and possible resolution to the problem. He made me feel lower than low. That I should disconnect and accept the yay things are. On my end of it. I wasn't trying to be if at all rude or crude, I was just looking for answers of which I still feel like I'm in the clouds.

Desired Settlement: I am still looking for answers. I wish for my product to be expedited. If needed, I will cover any cost necessary. I am not asking for anything special. I just want to watch TV again.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response:

***** ***** ******* ***********************
Date: Mon, Jan 13, 2014 at 12:26 PM
Subject: Matter Resolved
To: "info@sandiego.bbb.org" <info@sandiego.bbb.org>


***** *****,
 
I have been contacted by a representative from Vizio Electronics and after our conversation, I consider the matter closed.  The person I spoke with cleared  all of the troubles I was having with my product and further continued to help by going above and beyond of what was expected.  Please excuse my original complaint.
 
Thank you,
 
***** *******

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 70" Vizio TV on Amazon in February of 2013. In November of 2013 the screen went black and the TV started smoking. I then contacted Vizio since the TV was still under warranty. First, they tell me they're going to replace it with a new TV. The following week they tell me they're replacing it with a used TV. Then, the following week they tell me they're just going to repair it. They finally send out a "tech" to repair the TV and they absolutely nothing about what they were doing. Come to find out they don't even have the right parts. It's now January and it's still not fixed. Vizio just keeps dragging this out and I'm tired of dealing with it. I guess you get what you pay for.

Desired Settlement: Replace the broken TV. I'd rather not have the TV catch on fire and burn my house down.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Regards,

**** *******

1/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: There is a line going through my TV that is only 3 months old. The TV is wall mounted with a dresser protecting the TV. I called VIZIO to file a warranty claim and their response was it was physical damage. The physical damage is impossible due to the dresser protecting the screen and TV. There was no effort on their end to diagnose the problem. I sent pictures and followed their every request. My TV was purchased at Walmart.com on 9/8/2013. VIZIO CASE# *******This is my first VIZIO TV and I am very upset with their customer service.

Desired Settlement: I would like my screen repaired. I am not asking for a new tv or anything ridiculous. I am simply asking for my warranty services to be acknowledge and fulfilled by VIZIO.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

******* ******



Business Response: To Whom It May Concern:

 

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business
Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always,
VIZIO takes any complaint reported to the BBB very seriously.

 

In the interest of providing customer satisfaction VIZIO has
contacted the complainant in an effort to resolve this issue. A representative
from VIZIO spoke with the complainant over the phone, and made a final offer.

 

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.  

1/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently lost everything in a house fire and have been trying to get things back to normal. On April 9th, 2013 I purchased a 47" Vizio HD television. On Monday, November 11th the tv power quit. I contacted Vizio customer service and got a representative in Mexico. I called back on the following night and spoke with "Technical Services" at which time I gave all my information to and also sent in proof of purchase via email. The next day received an email needing case number. Did not have any such number, the only number I was given was a contact case number, which did not show up. At this time I've been to the Vizio.com website and had two live chats, the first with ******* and the second with ****** *****. By now, I've had contact with Vizio on a daily basic and still have not received a repair date. All I've been told is it will be 3-5 business days for the parts to arrive and someone to contact you. However, I have received emails with different information. My concern is on two seperate occasions I was told by Vizio that they dropped the ball, they screwed up and now they wont stand up to saying that. Was also told executive tried to contact me and never received any such call. This company stives for excellent customer service and having a superior product, which leaves me with this question.... if the company has such excellent customer serivce why did it take almost 9 days for me to get a case number, a repair number and my information entered into their system? I've had warranty work in the past on other televsions/appliances and this is the first time I've ever had this much trouble with a company. Vizio has caused me more stress in the last 9 days than I've had in the last sevan months following the house fire.

Desired Settlement: Full refund of Purchase price from Sam's Club on April 9th, 2013 $598.00 plus tax.... $ 633.88 total amount requested.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I received one voicemal from ***** at Vizio and was asked to contact him.  Upon doing so, I was informed by *** that ***** is not in the office.  That he will return on Tuesday, December 17th and that *** will leave ***** a message to contact me.  I will await this call and see if we can resolve this matter.

Regards,
******* *********



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and was advised the product back to the retailer.

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.   

1/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased a co-star media streaming player directly from vizio, model number VAP430. After approximately one year of very light use, the unit is no longer functional. I have attempted to resolve this matter by contacting the vizio support resources. I was informed that they would not be replacing the unit, because the warranty had expired only by approximately one month. I would expect much more from a company who claims to stand by their products. Especially since they have honored other requests of the same nature, concerning the same product. I had the same issue with another co-star that i purchased, and they are replacing that one. I suspect that they may have had issues with these units upon initial release and as an earlier adopter of one of their products i feel that this should be replaced. I was really excited when this product was released and hope that they will stand by their products and loyal customers.

Desired Settlement: I would like the unit replaced with a brand new unit, and shipped to me.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[ I was contacted by a representative from Vizio. He explained to me that due to company policy  he could not replace the defective product . I told him that i felt VIzio should stand by their products , and especially the customers who are early adopters of new products that they put to market that are not fully tested , such as the vizio co-star. Vizio stands to gain a large degree of product development knowledge from the consumers who buy and use their new products first. I can recall numerous times when the system would crash , and the feedback and error logs would be automatically sent to them. This kind of feedback is invaluable to Vizio  , so that they can build patches and updates to make their products better; and they gain this knowledge at the expense of the consumer.
I encourage Vizio to stand by their loyal customers and not disregard this matter. I would like Vizio to honor the warranty and send a replacement unit, so far i do not feel that they have given this the appropriate consideration.        ]

Regards,

***** ********



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has attempted to contacted the complainant in an effort to resolve this issue. A representative from VIZIO left a message with the complainant, in an effort to try and to come to a resolution regarding this complaint.

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. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I consider this complaint resolved. The business stood by their product and replaced the defective unit with a new unit.

Regards,

***** ********

1/13/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: PURCHASED THIS ALL IN ONE COMPUTER NOT EVEN 5 MONTHS AGO..AND I AM TRYING TO RUN THE RECOVERY PROGRAM ON THE UNIT AND IT WILL NOT SHOW UP NEITHER WILL THE BIOS...I CALLED VIZIO AND THEY ARE TELLING ME THAT THEY WILL NOT SEND OUT RECOVERY MEDIA AND THAT IT WILL COST ME 35$ WHICH IS ILLEGAL ACCORDING TO THE LICENSE AGREEMENT WITH MICROSOFT..BY LAW THEY HAVE TO PROVIDE THE CONSUMER WHT A HARD COPY OF THE RECOVERY OR A WAY TO CREATE RECOVERY DISCS. THE ONLY OPTION IS A WINDOWS BACKUP WHICH BACKS UP EVERYTHING IN THE COMPUTER WHICH I DONT WANT.

Desired Settlement: I WOULD LIKE A RECOVERY MEDIA FREE OF CHARGE THE WAY IT IS MEANT TO BE FOR THE CONSUMER..VIZIO ONLY CARES ABOUT MONEY IN THEIR POCKET AND THE RUDE AND ARROGANT PEOPLE IN SOUTH DAKOTA CALL CENTER..THEY ARE VERY RUDE AND NEVER TRANSFER TO HIGHER MANAGEMENT BECAUSE THEY DONT WANT TO GIVE ANYTHING OUT FOR FREE..I SPENT OVER 1000$ ON THIS UNIT AND SHOULD BE GIVEN RECOVERY MEDIA ..THIS IS DISGUSTING AND I HOPE THE RIGHT PERSON READS THIS AND SENDS ME OUT THE RECOVERY FLASH MEDIA.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

1/8/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 60 inch Vizio TV from Walmart on Black Friday (11-28-13). When I got the TV home and opened the box, I discovered that the stand was cracked or scratched. I contacted Vizio and requested a new stand under warranty. They denied my request, said that the damage was not covered because it was cosmetic damage, and told me to contact the store. I asserted that the damage was a manufacturing defect and stated that I have no way of knowing whether the stand was cracked / scratched in the manufacturing process or at some point thereafter. I pointed out that since they drafted the warranty and they failed to define "cosmetic defect," that ambiguity would be considered against them and they were bound by the warranty to replace the stand. They stated that they did not agree with my interpretation of the warranty and again suggested that I contact the store. I commented that the tv was very large and was not easy to transport and that the store would simply sent it back to them if I returned it. They apologized and again refused my request.

Desired Settlement: I want Vizio to send me a new stand. It would be nice if they recognized that they handled this matter terribly. This should have been a simple warranty call.

Business Response: To Whom It May Concern:
 
VIZIO, Inc. (“VIZIO”) is in
receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB
complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.


In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the
complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the
complainant again in an effort to try and to come to a resolution regarding
this complaint.


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.



Consumer Response: Better Business Bureau:

The business has tried contacting me by both phone and e-mail, and I have responded by e-mail.  I have not spoken directly to the business representative yet, which is due to my own fault (I didn't notice their e-mail response until later).  Please keep this file active as my understanding is that the business representative is going to be unavailable for a few days because of the holidays.  I am still hopeful that we can work out a resolution.

 
Regards,

*** ******



Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and made a final offer.

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.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Regards,

*** ******

1/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a TV Nov. 29, 2013. The order status had not changed from 'Kount Review' for over a week. I called to inquire what was happening and was told that my order had been cancelled because the credit card company had declined the transaction. With the Customer Service rep. still on the line, I conferenced in American Express and had them review this transaction. The Amex rep. said everything was fine on their end and saw that Vizio had sent them the info and was awaiting final billing from them. Vizio insisted that it was an issue on their end and would not re-sumbit the order with the original pricing. They could only do a new order with the updated pricing which was $350 more than my original order. The Amex rep. insisted that nothing on my credit card profile would have caused an issue and asked that the Vizio rep. honor my original order. The Vizio rep. said that nothing could be done. I believe Vizio falsely cancelled my order - I noticed that while on the phone, my order status changed to 'Cancelled.' I am also frustrated that no email or follow up was given. I believe this was done purposely to avoid fulfilling promotional pricing during the Thanksgiving holiday.

Desired Settlement: I would like Vizio to acknowledge that this was an error on their part, adjust their policies/procedures and honor my pricing.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Regards,

***** ****

1/7/2014 Problems with Product/Service
1/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a 50" Vizio M-Series tv from an authorized retailer. After un boxing the tv it had several scratches on the top, bottom, and left sides. The tv also has remote and display issues.I returned the tv and got a new replacement, which had similar scratching,remote and display issues. I returned the second tv for a third new replacement.The third tv is scratch free however it has a huge "hump" on the top left side of the bezel and still has the same remote and display issues. I called vizio about this and asked for a new working tv w/o any of the previous issues and for compensation for all of my inconveniences.I was told simply to keep returning the tv to the place of purchase until I get a good one and that no compensation would be given for my inconvenience.This is not the retailers fault the tvs are scratched or are not operating correctly.The rep from vizio ***** ******* consistently blamed the retailer for the condition of the tvs, saying all of our tvs are %100 when leaving their factory.I asked over and over for a higher ups contact information and I was told there was none and that I could write a letter to vizio about the matter.

Desired Settlement: I wish for my tv to be replaced with a new fully working set and be compensated in some way for my inconvenience of having to drive 1/2 hour each way on soon to be my 3rd trip, for not having a fully working tv for 2 weeks and for being treated like crap from every personal at Vizio I contacted about these issues.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number 9831558. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.

1/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio 3D Blue Ray Player Model VBR135 on 2/16/2013. The player is currently under warranty. On 11/26/2013, I tried to use the player. When I inserted a disk the player indicated "No Disk". I tried a disk that I had previously watched and got the same error code. I called Vizio and spent approximately 1.5 to 2 hours on the phone trying to troubleshoot. Nothing was successful. They told me to get a disk lens cleaner and try that and call them back if this did not solve the issue. I bought the disk lens cleaner on 11/27/13. When I put this disk in the player, I got the error code "No Disk". I called them back, gave them my case number. They wanted to do go through the same troubleshooting steps that we went through last night. They did not give me any indication that they would replace the defective Blue Ray Player.

Desired Settlement: The player is defective and it is under warrenty and I want it replaced.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******.  As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Vizio did contact me and leave a voice message stating that it appeared that this issue had been resolved because they would be sending a replacement unit.  I did not respond immediately because I wanted to wait until I received the replacement before telling them whether or not I was satisfied.  I

 
 received the replacement Monday 12/9/13.   The unit would not power up.  I tried to call the representative assigned to this case the same day.  He was not available, therefore I left a voice message.   I also emailed them on 12/9/13.  They have not responded to either my phone call or email.  I returned the original defective unit that had the "no disk" error yesterday 12/10/13.  
 
At this time, I now need a replacement for the defective replacement that was sent to me.  The unit that was sent to replace the defective unit was what they call a "recertification".  This means that it was shipped out and returned to the warehouse for "unknown" reasons.  The reason that this unit was returned is most likely that it will not turn on.  I either want a new unit, one of compatible value or a refund of the purchase price.
 
Regards,

***** ****

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) rebuttal regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and has  resolved this issue.

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. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

While it is true that Vizio has be in contact with me and we have come to a verbal resolution to the issue.  This resolution involves a cash refund of purchase price plus tax paid.  
 
As per Vizio, I will not be in receipt of the cash refund for approximately 6 weeks.  This process involves the return of the defective player.  I sent this to Vizio on 12/17/2013 via UPS.  Upon receipt by Vizio, they will inspect the unit and then process the refund.  I do not consider this resolved until I have received the actual refund.
 
Regards,

***** ****

1/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a VIZIO - M-Series - 65" Class (65" Diag.) - LED - 1080p - 240Hz - Smart - 3D - HDTV in June 2013. The TV is defective because it continues to turn itself off multiple times during the day. I contacted Vizio on December 6, 2013 regarding this and a technician was supposed to come out to repair the television. I contact them today 12/12/13 to find out the time in which the technician would show up, only to find out there are no technicians in my area. The customer service agent gave me two options, one keep the tv without any repairs done or two, be sent out a refurbished television. I have only had it for 6 months, and paid over $1700 for it, I do not feel that I should be issued a used television. They are not willing to help me out any further regarding this matter.

Desired Settlement: I will take a refund for the amount that I paid for it, or I would like to be issued a brand new TV

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  

1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the Vizio VBR334 3D Blueray player less than a year and a half ago. I've had no problems until today. The Blueray will not play any new Movies without an update. I've contacted Vizio customer support and the response from a supervisor was "we do not offer updates for this player, we're trying to move away from the DVD player business and recommended that I buy a new player. "I would understand buying a new player if it was broken, but it's not. Vizio just won't update the player Firmware. So I'm out $160 and about $75 spent on new movies I cannot watch.

Desired Settlement: Requesting full refund for Blueray player or replacement Blueray player that Vizio has firmware updates for.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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.  


1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased a Vizio Tv for Christmas last year. The Tv is not even a year old and already dead......... I have called Vizio and they said because it is ten days (ten days) after warranty they are not going to fix it....... So please everyone reading this pass this on to your friends and family NOT to buy Vizio. The company does not care that the Tv was for Christmas and was not opened and used till the 25th. They go by the sale date, which was the third. SO PLEASE IF YOU NEED A NEW TV , PLEASE DO NOT BUY VIZIO....... I am also going to call local news and see if i can get them to air bad review also...Thanks for reading.

Desired Settlement: 37'LCD Tv that is what i have purchased.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.

12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My current 47" LED Vizio TV has failed due to "burnt" pixels on my screen. Called Vizio and was advised just outside of warranty and was advised "nothing we (Vizio) can do". After several emails and no return calls or correspondences, I have yet to hear anything back since was advised "nothing" could be done.

Desired Settlement: Would like to have TV repaired or replaced.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.

12/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Case #: ******* with Vizio Customer Service.We take great pride in our American based support. This is what I heard when I first called Customer Service. But I want to say I had anything but a satisfactory experience with my last agents, which included a man named ****, at the ***** ****** facility. I followed all the directions given me by the agents and sent in several pictures of my Vizio TV, which included the original sales slip. We purchased our TV from **** **** on November 26, 2012. And we are just now wiring it up to a sound system and the internet to take advantage of the apps that make the set a smart TV. But, one of the ports on the back of the set, the optical port, wouldnt hold the plug on the jack. The jack would just fall out. We got a flashlight and looked inside the port and saw this little piece of whatever it is in the port and the next thing that happened was that it fell out. We certainly didnt do anything that might make something fall out of the inside of the back of the TV. So we called Customer Service to see what could be done about this since we are still within our warranty period. My first agent in **** **** was very friendly and told me what pictures to take and gave me a case number. I was to get an email with a link that had me sending copies of the sales receipt, the front and back of the TV, the area of concern, and a picture of the piece that fell out of the back of the TV. After several discussions with customer service, we still had not received the email for the address I had given them. Somehow wherever they were sending the email was lost out in cyberspace. It wasnt until I gave them an alternate email address that I finally received the forms. We spent a lot of time getting the necessary pictures taken, copied, and then sent back. When I called back and talked to another agent, I was in for a shock. I was told by this agent that the warranty didnt cover this situation because the warranty doesnt cover cosmetic damage. Cosmetic damage? The problem is NOT cosmetic, it is functional. The optical cord will not stay in its port.The agent said the problem was cosmetic and therefore not covered by the warranty because the piece from inside the optical port fell out; she then stated that if the piece had not fallen out then it would be covered by the warranty. This reasoning makes no sense to us.I then asked to speak to someone at a higher level. After being put on hold for a minimum of 10 minutes, I guess so that I would cool down, **** came on the line. After again explaining the situation, he as much told me that the problem was cosmetic and basically there was nothing Vizio could do about it. The warranty would not cover it. He said that the TV could never have had anything wrong with the components in the back and so it was my problem. From the way he answered, he didnt even listen to my explanation. He already knew what he was going to say.Mr. ****, we write to you for two reasons. First, we are extremely unhappy with the manner in which this problem was handled by your customer service representatives. We cant imagine that you would be satisfied either. Secondly, we do not believe that the agents involved really understood the problem, ie. the set will not function in its smart mode without a secure connection to the optical cord. Will you please intervene in this matter and have a representative contact us for further discussion/explanation. Our contact information is listed below for your convenience. Sincerely,**** ** **************** ** ******** **** * ******** *************** ** *******************************************************cc. Better Business Bureau, ******* ** **** ****, ************ ** **** ****, ********** **

Desired Settlement: We would like to have the set repaired or replaced, whatever needs to be done to make set functional.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction, a representative from VIZIO has attempted to contact the complainant to further discuss this complaint; however, we have not been able to reach the complainant at this time. VIZIO will attempt to contact the complainant again in an effort to try and to come to a resolution regarding this complaint.

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 *************************** for information and assistance.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Regards,

******** ********

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a Vizio TV from our local retailer and it started having problems. I called and opened a case to get it repaired - it was under warranty - but they never fixed the issue. Called and did a live chat with them again... twice. Still not able to resolve the issue. The problem I have is that they knowingly sold this TV with a known firmware issue but refuses to fix it. Not only was my first call to them within the warranty period, the fix should be a simple one and yet they refuse to do it. They will only give me the name of local repair companies. Their customer service is horrible. Honor your warranties, fix the problems your product has and treat your customers with respect or sell products without issues so that they don't have to experience calling in to your customer service department in the first place. Not too hard I would say.

Desired Settlement: I would like them to replace or refund this TV AND fix anyone else's TV that has the same issue since it is a defect of their product.

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.

12/12/2013 Problems with Product/Service
12/11/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a 55" Razor Vizio TV...I bought the TV in April of 2012. I started having issues with the tv withing the first 3 months. Contacted Vizio and they walked me through several steps wit the TV to remedy the problem. I was given a ref# and told that since this problem occured within 12 momnths it would be covered even if the same problem occured after the warranty expired. Contacted Vizio today and was told that I had to replace my TV at no discount or call another # for parts. I was initially told that it is a computer and it will have glitches....The issue that we have had is the TV will cut off and teh Vizio light on the front will flash White/Amber for several minutes and then cut back on...Also, We frequently lose sound and gave to reset the TV...I paid $1700 for a tv that did not work correctly for 3 months and and year and a half later I am left with replacing a tv... Picture quality is great...when it works

Desired Settlement: I would like the problem fixed or an alternative replacement that would be discounted...

Business Response: To Whom It May Concern:

VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s (“BBB”) notification regarding BBB complaint number *******. As always, VIZIO takes any complaint reported to the BBB very seriously.

In the interest of providing customer satisfaction VIZIO has contacted the complainant in an effort to resolve this issue. A representative from VIZIO spoke with the complainant over the phone, and is working with the complainant to resolve this issue.

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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 was contacted by ***** ******** and offered a solution to the problem and they are coming to repair my t.v this week. ***** in my opinion handled this situation with great care and is a great asset to the Vizio corporation.

Thank you!!!

***** ********
VIZIO // CALL CENTER TEAM LEAD - PC

Regards,

****** ********

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