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Vizio

Phone: (949) 428-2525 View Additional Phone Numbers 39 Tesla, Irvine, CA 92618 http://www.vizio.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers consumer electronics manufacturing and marketing.


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 13 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 344 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

344 complaints closed with BBB in last 3 years | 158 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 16
Billing/Collection Issues 1
Delivery Issues 5
Guarantee/Warranty Issues 73
Problems with Product/Service 249
Total Closed Complaints 344

Customer Reviews Summary Read customer reviews

8 Customer Reviews on Vizio
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 8
Total Customer Reviews 8

Additional Information

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. Scott Patten, Vice President Mr. William Wang, CEO
Contact Information
Principal: Mr. Scott Patten, Vice President
Principal: Mr. William Wang, CEO
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

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/30/2015 Problems with Product/Service
8/26/2015 Problems with Product/Service
8/23/2015 Guarantee/Warranty Issues
8/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had multiple issues with Vizio, I purchased a TV no longer than a year ago, the TV has a manufacture warranty of one year. So they came and repaired it after two weeks of calling them. Two months later the TV is once again not working. So I called Vizio, and was informed they would go ahead and give me a new TV, after about three weeks of waiting I finally got a replacement TV, it arrived in working condition. That same day, no later than two hours the TV no longer turns on. After calling Vizio I was offered and exchange or a refund. I accepted the offer for a refund, and was informed it would take no longer than 5 weeks. So after patiently waiting, I still have the TV here, they were supposed to call me within a week to schedule a pick up and have not been contacted, and therefore delaying the refund process. They have not contacted me and every time I call no one knows the status of the return and cannot answer any of my questions. I have tried dealing directly with the store that I have purchased the TV from, but was denied any assistance, therefore I have to go through Vizio. No refund has been sent out, no estimate on when this TV will be gone. They have done nothing but blown off my concerns and will not give me a straight answer, this is very frustrating as nothing is being done.

Desired Settlement: I would like to be refunded the full price of the TV and compensated for my time spent having to wait so long on hold including time that has had to be reserved so that we can settle this issue as soon as possible. Also would like for them to come pick up their TV as I no longer desire to have any of their products.

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.

[ the tv was shipped about two weeks ago and I still have yet to receive my refund. Someone from corporate has contact me but there still is jo estimated time of when my refund will be completed.  Vizio tried to blame the shipping company for why it took so long to pick up the TV and continue the process of my refund. Like I stated below I was supposed to be advised when the TV was received, and I will assume it hasn't because I have not been notified. Which I know they haven't even gone through receiving the TV, it hasn't been inspected,  which will still take time for them to process the refund and then depending on how they send me my refund. A process this simple should not take longer than month which is the time frame I was given this should be completed, and it already has been past two months. This is unacceptable, especially  from such a large company.]

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: Issue has been resolved. I have received a full refund

8/14/2015 Problems with Product/Service | Complaint Details Unavailable
8/12/2015 Problems with Product/Service
8/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vizio Blue Ray players do not play blue rays. On June 22, 2015 I sent Vizio a notice that we had just purchased the Kingsman blue ray and that our Vizio blue ray was saying to contact Vizio for an update in order to play the blue ray. we received the following: There are currently no firmware updates available at this time. This has been forwarded to our Product Development team for any possible future firmware updates. I apologize for any inconvenience this may cause. 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 I called on 7-7-15 and was told by ******* in cust svcs that they have no update and I need to go out and buy a new blue ray. There is nothing wrong with the one I have accept it won't play this movie or current movies.

Desired Settlement: I suggest Visizo replace my blue ray since I brought out of good faith with them that it would continue to work until it died.

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 Blu Ray
Player in question in this complaint has been out of warranty by
approximately 1 year and 10 months.  A copy of VIZIO’s warranty can
be viewed online at http://www.vizio.com/warranty.  VIZIO has been
unable to reach the customer regarding this matter. There is nothing
further that VIZIO can offer 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,

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

7/21/15: 

Todd ******** at Vizio contacted me and advised if I sent my receipts which by the way could not have been purchased later than 2013; they would review my complaint.  I called to let him know I had purchased the blue rays in 2012 but I also found a note in my file wherein I had contacted them prior to now about the blue ray not being able to play new movies.   Mr. ******** returned my call and left me a tensed voice message about how he told me they could not help me if the blue ray was purchased in 2012 and why was I calling him since he had made it very clear they could not help me if I purchased in 2012.  Why he left two more voice messages afterwards, I don’t know.  He made it very clear in his 1st voice message Vizio was not interested in my complaint nor wanted to help resolve my issue.  I’m not a two year old and he did not have to speak to me in a stern chastised manner.  I am not satisfied with Vizio’s answer as this is not the first time I contacted them in regard to the same blue rays not being able to play current blue rays movies.  The first time I was told it was nothing they could do for me because they didn’t have an update.  If they search their records they will find correspondence from me prior to now or was it to convenient to pretend this is my first time contacting them.  I can't help but think Vizio was aware of this costly issue with their blue rays and decided they would ignore the problem.  When I came back to express my dissatisfaction, it worked for them to say my blue ray was out of warranty.  I want my complaint to stay in their file so consumers can see how it works with them.  It was unprofessional the way I was dismissed.  I have worked with more profession companies that believe in the consumer being satisfied and happy.  It is truly ashamed how customer service has gone down in the past years.

 

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 Blu Ray
player in question in this complaint has been out of warranty by
approximately 1 year and 10 months. A copy of VIZIO’s warranty can
be viewed online at http://www.vizio.com/warranty.  There is nothing
further that VIZIO can offer 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 will not accept Vizio's dismissal excuse.  They do not help consumers and it is just too convenient tor them to use the out of warranty clause when I tried prior to this to get a solution to the problem.

 

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

8/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a soround sound from Vizio for 89.99 plus tax and first one was damaged i waited 2 weeks for it then i hooked it up it was working poorly I called vizio and they told they will send another to me I clearly told I will send the one back i got first because they was going to put a hold on my account for 89.99 plus tax until they receive the first one back 10 days later they sent a new that was damaged on ups truck know I have to Vizio units and a hold on my account for 89.99 plus tax and they already charge me 89.99 for the first one son now I'm out of 180.00 and to broken machine they said send them back and they will give me store credit I ask for a full refund it wa not my fault the products was not useable no one won't respond to me about the refund they hung up on me 3 times waiting to speak with a manager or supervisor reference # *********

Desired Settlement: To return there product and get a refund of 180.0 plus tax

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
*****************************.  VIZIO has contacted this customer
and is handling this complaint under the terms of VIZIO’s warranty. 
VIZIO is still working with the customer to resolve 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.  



Sincerely,

VIZIO, Inc.

8/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought a vizio tv and 5 months after had it replaced because of defective product. Now less than a year later the replacement is also defective, and tv is not working. Company does not want to repair/replace defective tv, even though the same model num was recalled and keeps having defects.

Desired Settlement: A replacement of the defective tv or an exchange or a 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 cannot fully investigate this complaint
without speaking to the customer.  VIZIO has been unable to reach
the customer regarding this matter.  VIZIO is requesting that the
BBB contact the customer and ask them to contact VIZIO.



Again, VIZIO cannot further comment on this complaint without
speaking 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
*************************** 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.

Email with consent form was sent on July 14,2015. In it, it states that TV will be repaired by third party technicians and that it would be a one time courtesy from Vizio. It does not, however, provide a clear statement as to what will occur in the event that the TV is unrepairable. Which, by research and facts known most Vizio TVs are deemed unrepairable. 

This specific model of Vizio is defective, with thousands of complaints from owners dissatisfied with the quality of the TV. If my TV is officially deemed unrepairable by technician, then TV must be replaced with a different model.  Selling defective products is dishonest and I did not pay so much money for a product that will not work for more than a year. 

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 9 months.  A copy of VIZIO’s warranty can be viewed
online at *****************************.  In the interest of providing
customer satisfaction VIZIO has offered the customer a full courtesy
repair service to assist the customer with the repair of their VIZIO
product. However, the customer is unwilling to accept this offer.  If the
customer changes their mind and would like to accept our offer VIZIO
requests that the customer contact 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 *************************** for information and assistance.  



Sincerely,



VIZIO, Inc.

8/3/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a TV (model: P502ui-B1) on ******. After turning it on, I noticed 2 clusters of dead pixels. I contacted the seller through ******, and they let me know I should contact Vizio since the TV had a warranty. I contacted Vizio via a live-chat on their website. After following his instructions without a positive outcome, he sent me an email with instructions to send pictures of the issue. I sent those in a received a voicemail from Vizio the next day. I called back while at work, and the representative told me that the dead pixels appeared to be bugs (something that is not covered by the warranty). I told him I felt the pictures I took could be distorting his view, because I can see that they are clearly dead pixels. He said there was nothing he could do for me. When I got home from work, I examined the TV once more and called Vizio back. The representative I spoke with echoed the first. In his opinion, these clusters of dead pixels appeared to be bugs behind the screen. I told him I was not satisfied with that assessment and asked to speak with a Supervisor. He put me on hold for about 3 minutes; when he came back, he said there was a transfer issue and that a Supervisor would call my phone in 2-3 minutes. After disconnecting, I called Vizio back after not receiving a call for about 15 minutes. The representative I was connected to apparently could not hear me and disconnected the call. I called back again. I restated my issues. This representative did not want to transfer me to a Supervisor and said she'd like to handle it herself. After putting me on hold for about 5 minutes, she came back and said that the pictures are in fact dead pixels. She said she verified with another rep. The issue now is that she didn't feel there was enough dead pixels to warrant a Service Request. I asked for a new link to send in new pictures to prove otherwise. After this, a Supervisor called saying that she thinks the dead pixels are bugs. Vizio won't help.

Desired Settlement: I would like my TV either repaired to replaced. I am not interested in keeping a defective product. I do not feel it's fair for me to have to pay anything (shipping, etc) for these options. If Vizio would like me to take the TV to some sort of local certified shop, I am more than willing to do so. If Vizio is unwilling to repair or replace the defective TV, I would like a refund. They can have their defective product back, and I will purchase a TV elsewhere.

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
*****************************.  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 *************************** 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,

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

7/30/2015 Problems with Product/Service
7/21/2015 Problems with Product/Service
7/20/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The 70 inch TV I purchased will not turn on. Vizio extended the warranty on the TV because 1000s of other people had the same issue. I contacted vizio and the refused to help me because I could not find the receipt. I registered the warranty on TV the day I bought it. Vizio asked me to go to Walmart were I purchased the TV to get a copy of the reciept and see if I could return it there. Walmart told me to ask vizio the date I registered the TV so they could look it up. I called vizio back and asked them the date I registered the TV and I was told they were unable to look it up because all of that information went to a third party and was only used to sell an extended warranty. I informed the man I spoke with that there was a class action lawsuit against vizio for the defective TV I purchased. He then got his manager on the phone. I asked his manager badge number is *** if he could give me the date I registered the TV and he told me that vizio does not recieve that information although the person I spoke to before him told me they just recently removed that information from them. I have both conversation's recorded and one of them is lying to me. I paid $1800 for this defective television and don't understand why I registered the warranty which the the manager says doesnt even go to vizio yet the previous vizio employee told me it was recently removed from there system.

Desired Settlement: I would like my TV exchanged for a equivalent tv or repaired to working order.

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.

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased Vizio product form Sam's Club. Within 6-7 months, tv screen went black/blank. Filled out online form and called multiple times to only walk through troubleshooting options. Never offered any solutions to having tv repaired or replaced. Got the run around multiple times to the point that I got frustrated and couldn't even talk to them anymore. Seemed to be going in a circle.

Desired Settlement: I just want the tv replaced. Still have the tv in the original box and everything. If shipping is paid, I'm willing to even ship the TV back if it can be repaired.

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 and 5 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.  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 original claim was within the warranty period. Company said calls were made in attempt to reach me in which I did not receive any calls. There were no attempts at resolving the issue. Went through troubleshooting various times with phone representatives but never given any solution. Would have been happy just having device repaired. 

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 2 years
and 5 months. A copy of VIZIO’s warranty can be viewed online at
http://www.vizio.com/warranty. VIZIO has been unable to reach the customer
regarding this matter.  VIZIO is requesting that the BBB contact the customer
and ask them to contact VIZIO.

 

At VIZIO, the quality of our products is very important to us. We rely on and
appreciate product feedback from our customers and encourage anyone who
has questions about or problems with our products to contact us at
https://vizio.custhelp.com/ for information and assistance.

 

Sincerely,

 

VIZIO, Inc.

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: purchased tv and it stopped working.

Desired Settlement: vizio was supposed to send replacement. replacement never arrived. please refund purchase price.

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 would like to resolve this matter under the standard terms of
VIZIO’s warranty by offering the customer a replacement unit.
However, the customer is unwilling to accept this offer.  If the
customer changes their mind and would like to accept our offer VIZIO
requests that the customer contact VIZIO’s customer service
department. 

 

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.

7/16/2015 Advertising/Sales Issues
7/12/2015 Problems with Product/Service
7/7/2015 Guarantee/Warranty Issues
7/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a 32" Vizio Smart TV in February. Could not get tehe Wi-Fi functions to work and within 3 months the picture and volume were starting to fail. Called Technical Support son same day i purchased the TV to get help with the Wi-Fi and it partially connected but never worked well. I called back in May and they spent over an hour on phone with me to get Wi-Fi to work and at one point the TV actually turned off after following instructions from the agent. It would not turn back on without having to unplug it. She then said they would replce the unit with a "certified" (brand new unit never sold to a customer but box opened to verifiy it is working. It was sent back by retailers for one reason or another) unit. I recieved a pre-paid shipping label and sent it back and 3 days after they received it they shipped one to me. It turns out they sent the same set back to me and it was still broken. The reason i know it was the same set is that when i turned it on i did not have to do a channel seaarch as you do when any new TV is purchased. It picked up the exact cable channels for the package i pay from from my cable provider. I called back and they denied this and spent another hour trying to get it fixed after which teh agent said they would send out a 40" TV to replcae it. I would be contacted by some other company who would bring the new TV to me and take the broken one away. Four days and still no call from this "mysterious" company. Afte some web searches, found out many customer service issues with Vizio with eerily similar stories.

Desired Settlement: If i do not hear from this third party company after 7 days from my second call into customer service I want my money back. I will attempt to make onoe more call to their customer service people, who I might add are not very friendly, and request a refind. however, upon reading many other peoples similar issues, I fell it will not end well. I may file a small claims court lawsuit but i cannot get any information about their legal department from customer service.

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.

[It was never about any warranty, it was about aweful customer service associates and their attitudes, poor/low quality product, and inefficiencies in the way they handle issues. In the end, the way the TVs are made is what the major problem is. I have had to purchase additional products in order to get the TVs Wi-Fi to work. However, i have not had to do this with any other Wi-Fi devices, EVER. So I am waiting for the new products to come in and we will see how well the TVs works with those.

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.

6/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer Service is horrible, but lack of VIZIO to support warranty issues is unbelievable. We recently purchased a 70 inch VIZIO television. I received 9June and it was installed on wall and connected to our satellite service late in the evening on 10June2015. We immediately noticed internal smudge and marks inside the monitor at the bottom right of the screen. I contacted the VIZIO support via the above Website and experienced the WORSE customer service in my life. I was baffled because I have two other VIZIO TVs and never had any problems, so I assumed getting Support or Maint to get this issue resolved would not be a problem. The reps asked for pictures. The first round I sent about half a dozen pictures, only to be told SEND MORE pictures and include all 4 corners. I did, but VIZIO rep came back basically accusing me of putting marks on outside of screen. VIZIO advised based on my pictures, that this was appears to be a non-manufacturer defect and to get some screen cleaner. Systemic issue of "pushing issue to consumer" vs fixing problem. Very unacceptable. https://www.vizio.com/ (LIVE CHAT)

Desired Settlement: We have owned this TV less than 24 hours before noticing the internal smudges/marks on the lower bottom side of the TV. The marks are on the "INSIDE of the monitor" and the outside screen is clean and no physical damage. We contacted VIZIO about support and maint but was basically accused of me drawing or creating the marks and told by VIZIO Customer Support/Kayla that the marks appears to be a non-manufacturer defect based solely on pictures I submitted to them for assistance. No resolution other than to get a screen cleaner. I would like a technician to assist in resolving this problem or a FULL refund. The Customer Support Representative/Kayla was very condensing, uncaring, unprofessional and rude. I experienced the problem on this website: https://www.vizio.com/ (LIVE CHAT)

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.
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.  The customer is working with the
retailer she purchased the TV from to exchange it. 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.

6/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On april 3, 2015 I purchased a 50 inch television from sams club in calumet city Illinois. Yesterday while I was watching a movie on the television ,which is mounted on the wall , suddenly the picture went blank. I attempted to turn it back on . the television looked as if it was an abstract drawing. I've had the set for only two months. I called vizio to explain my situation. I was told to take a picture of the problem. I did this and e-mailed the pictures and a copy of my sales receipt . I called again today and talked to another individual who also told me to send them pictures of the television and the sales receipt. I receipted a call by from the same individual telling me that I must have hit the television with an object. thus far I have only cleaned the screen with windex. I was the told that they would cover the cost to repair said television.

Desired Settlement: I would like for them to replace this item with another or repair the 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. Non-manufacturing
defects are not covered under VIZIO’s warranty.  A copy of VIZIO’s
warranty can be viewed online at http://www.vizio.com/warranty.  In
the interest of providing customer satisfaction VIZIO has offered the
customer a replacement VIZIO television at a discounted price.  This is
the only offer VIZIO is able to make at this time.



At VIZIO, the quality of our products is very important to us.  We rely
on and appreciate product feedback from our customers and encourage
anyone who has questions about or problems with our products to
contact us at https://vizio.custhelp.com/ for information and assistance.  



Sincerely,



VIZIO, Inc.

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 all depends upon the amount of the discount that they are offering. if they are offering a discount that will be equal to what I paid for the other television set. I PAID only $250 dollars for the 50' model, which was a display television. if it is a large discount off a new one that would acceptable to me. if they agreed to sale me a refurbished television at great price, that would be fine with me.

6/28/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a tv, serial number **************, on 11/14/2014 at Costco in Norwalk, ca. When you turn on the tv theirs a lot of lines and no picture. I called the warranty and they asked to send pictures. When they received the pictures they said it was direct force when it wasn't. I asked if they can somebody out to look at it, they said they wouldn't that they need to charge $1,800 to fix it without having it inspected.

Desired Settlement: I would like them to come out and inspect it to have it fixed through my warranty.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number ********tv. 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.
Non-manufacturing defects are not covered under VIZIO’s warranty. 
A copy of VIZIO’s warranty can be viewed online at
http://www.vizio.com/warranty.  In the interest of providing customer
satisfaction VIZIO has offered the customer a replacement VIZIO
television at a discounted price.  This is the only offer VIZIO is able to
make at this time.



At VIZIO, the quality of our products is very important to us.  We rely
on and appreciate product feedback from our customers and encourage
anyone who has questions about or problems with our products to
contact us at https://vizio.custhelp.com/ for information and assistance.  



Sincerely,



VIZIO, Inc.

6/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased our 60" e-series smart tv in September. In March (case# *******) the contrast went out and the TV was only showing a picture that looked similar to a negative photograph. We contacted Vizio, they looked up our TV by serial # and verified it was purchased within the year at the **** ** on ******** ***. We had to wait for weeks for the part to come in and get a tech to fix it. On May 23rd the TV picture was flashing like a strobe and then the picture went out, again we contacted Vizio who again sent out a technician, he attempted to replace the same part(s) the last tech did, but said the screw was stripped and he couldn't. He called his boss who told him to replace some other part. Needless to say, that didn't fix the problem and now it won't stay connected to the wifi. We called, yet again, and demanded a replacement TV. After about 1 week Vizio agreed and after a few weeks shipped us a refurbished TV, we plugged it in and the picture looked shattered from the inside. The box was in perfect condition but the TV was broken. We called and asked for a refund and the manager, ******** is now playing games and stalling, stating it will be a while and he may not be able to do that, and NOW he wants proof of purchase. REALLY?!?! Is he waiting for our warranty to expire so he can use that as an excuse? We are so fed up with this "customer service" and will NEVER purchase another VIZIO again. I will also make sure everyone I talk to knows about the way they treat their customers, not to mention a veteran. They need to understand that we didn't have to purchase their brand and maybe appreciate their customer base a little more.

Desired Settlement: I would accept a refund in any form. Cash, check, gift card, etc., so we can purchase a TV that works. We spent over $800 on a TV that's been broken about half the time we've had it. It obviously can't be fixed due to the stripped out screw from the first technician that came to fix it. All we seem to get is the runaround and rude Managers at vizio telling us what they can't do.

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
*****************************.  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 *************************** for information and assistance.  



Sincerely,

VIZIO, Inc.

6/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Regarding case #******* I was told that I could either exchange my Vizio TVfor a M series TV or I could send it back for a refund by Amber when I was contacted by Vizio Customer service originally about the issues with my TV. When I called back the same day I was told I could not do or get either. I could only get a replacement of the same TV that I already have problems with by another rep. She said I was denied the return to get my money back after I was already told that was an option and chose. This is very poor customer service. I work in customer service and this would never be allowed. To tell a customer one thing then deny them and say ooops no we cannot do that just is poor service. I will be writing a complaint on Amazon about this as well as telling friends and family. I have purchase other vizio items and will no longer be doing so in the future after being mis led. Not only that this is time consuming as well.

Desired Settlement: I would like my refund as I was originally told could happen and chose as the option.

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
*****************************.  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 *************************** 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 

After speaking with Harley at Vizio and expressing that I was not happy with his resolution either as he stated it would cause legal issues if I was given the refund as offered originally and I accepted I am still not happy with the response of legal issues being brought up if they gave me a refund as I was offered.  What legal issues ?  People go outside the warranty all the time especially if customer service offered it to begin with.
I'm not satisfied with this resulition attempt by Vizio and would like to know who else I can write a letter too at 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 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
*****************************.  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 *************************** for information and assistance.  



Sincerely,

VIZIO, Inc.

6/21/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, I purchased a 70in Vizio TV on 05/05/15 from ***** ****. On 05/27/15 ( just after 23 days) the TV won't turn on so I tried to contact Vizio through their website which was useless because their chat feature doesn't work well. The following day I called their customer service number so I could talk to a live person. I narrated the nature of my problem so he gave me an option either to fix it or replace it. I asked him to replace it since it is pretty much just out of the box. He said OK and asked me to send a proof of purchase which I did. After that they allotted me a Case ID# . So I called their customer service again. The lady told me that they will replace my TV with a lower sub model to which I wasn't OK since Vizio has not mentioned in their manufacture warranty that if they had to replace their defected product which is still under manufacturing warranty they would do so but NOT with the same model instead just to full-fill their obligation they would offer a lower sub model. I told the lady that I am not OK with it since its my first time buying a Vizio product and such kind of manufacturing warranty experience is unbelievable. I asked her what are my other options. She said that either or I can get refund and somebody will call me within 24 to 48 hours. Nobody called me. Now I am stuck because Vizio has created something that breaks down or stop working just after 23 days and Vizio is not standing by its manufacturing warranty. Now its up to Vizio to decide how they want to treat me so I can tell my friends, family members and others on social media sites about experience of dealing with their product, service and warranty.

Desired Settlement: I am more interested if Vizio can exchange the defective product with the same model or if they are not interested in doing so they can refund my money. If they refunded money I will be happy but on the other hand I will never buy or even consider Vizio even if I am getting for free.

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
*****************************.  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 *************************** 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,

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

6/16/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We reported an issue about ***** inch vizio e5551d TV where the picture on the left hand side of the TV had no back light and the sound was out. We reported well within the warranty time, and sent the requested pictures to vizio. The problem is off and on and after vizio contacted the issue went away. It subsequently started happening over time off and on and vizio tried to request more pictures in the first batch we sent a full picture of the TV. Vizio is now wanting us to pay the cost. This should be covered under the warranty as it was reported within the 1 year timeframe.

Desired Settlement: Replace the defective TV and a follow up from the executive escalation manager that was 0% helpful.

Consumer Response: 1- They Never Fixed it 

2- It infrequently came and gone, but now it has stayed for good and the TV is not usable. 
Here are the pictures we sent for the original contact. 
Thanks, 
*******. 

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
7 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 no cost 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.

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,

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

6/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I spoke with a vizio representative to see what could be done about the current condition of my lcd flat screen television. I gave her the information about my television and the issues that it is experiencing. She had also confirmed that there was a recall on 2 of their models which included the model that I own. She instructed me to retrieve the original receipt for the product and then call back the number with my case number (*******) to receive further instructions as to how my product would be fixed or potentially replaced. I then proceeded to drive to the store where I had purchased my television (Wal-Mart store #2725) to get a copy of my original receipt as instructed. Upon returning home with the above mentioned necessities I proceeded to call back as instructed where I was then told that the information I had received earlier was incorrect and that there was no recall on my product even though I sat in front of my computer with said information pulled up confirming that there was. I was then offered a chance to spend another $650 on a television because there was nothing they could do about my current one. I requested to put in a complaint considering my television is only 1 yr 3 mos old. I was then transferred to a gentleman who proceeded to antagonize me with rude comments and would not allow me to explain the reason for my complaint. I did however inform him that I would be making complaints with other agencies with his response being "You go ahead and do that" then hanging up the phone on me. I am writing this complaint due to an inferior product, inferior customer service and the fact I feel I was mislead from one phone call to another costing me valuable money and time to retrieve the information they requested in order to resolve this issue.

Desired Settlement: All that I request is that my television be repaired if possible and if not to replace with comparable product. I would also like an apology for the treatment received over the phone and the misinformation presented to me in the first place. I thank you for your time.

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 cannot fully investigate this complaint
without additional information from the customer.  VIZIO has been
unable to reach the customer regarding this matter.  VIZIO is requesting
that the BBB contact the customer and ask them to provide VIZIO with
the following information:

 

(1)   Proof of purchase or receipt for the VIZIO Product



Again, VIZIO cannot further comment on this complaint without the above
referenced information from the customer.  At VIZIO, the quality of our
products is very important to us.  We rely on and appreciate product feedback
from our customers and encourage anyone who has questions about or
problems with our products to contact us at https://vizio.custhelp.com/ for
information and assistance.  



Sincerely,

VIZIO, Inc.

6/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased three Vizio 70" UHDTV's and was waiting for them to be installed. Upon taking the TV out of the box we noticed the screen was cracked. As anyone knows not everything is installed as soon as you purchase it so by the time we went to install and remove it from the box we saw the crack but its gone past the stores return policy.

Desired Settlement: I contacted Vizio on this issue and was told if I purchased it from them directly they would cover it but since I had not they won't. I think for a customer who has spent over $20K on Vizio TV's in the past 5 years and who has never had any issues with them would get a bit more help than this. Act as if you shipped me the TV and it was damaged I don't expect to lose $2500 on a TV that comes out of the box damaged. It's not like it was hung and I broke it. My next complaint is going to be with the Attorney Generals Office of NJ.

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. 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. The
customer has informed VIZIO that they returned the unit to Amazon.
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.

6/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Broken Screen Vizio T.VI purchased a Vizio 65 inch T.V from a local Wal-Mart store (1100 S Randall Rd, Elgin, IL 60123,) during black Friday sale on 11-27-2014 (have receipt) as TV was selling at a reasonable price. I did not have immediate need for a big screen TV as I already have another Vizio T.V working fine for last few years. The purpose of buying 65 Vizio TV was to keep in my basement when finished. It took me 4-5 months to have my basement finished. I personally brought the TV to my home along with my wife holding the TV all the time rolled in a blanket in my minivan. Elgin Wal-Mart is just 2-3 miles from my house.My wife and I both placed the TV in our guest bed-room (Carpeted floor); kept it in standing position, our guest room stays locked and only my wife or I open it on the weekend. We had no guest at our home and the T.V box always stayed in a secured/safe place in standing position. On 5th Apr2015, I planned to open the box to install the TV in my basement and was surprised and shocked that the screen of the TV has a dent/broken about 3-4 inches near bottom left corner & it further spreads, the box has no damage as I checked the box when bought the TV. For this new T.V; I also bought a T.V cart to hold its weight and size. My 10 year old daughter was very excited to see a big screen TV and kept crying for 15-20 minutes seeing the broken screen of the TV. I rushed to the Wal-Mart from where I bought the TV; Wal-Mart customer service informed me they are sorry as their system will not return it back as it over 90 days now and I should contact Vizio for exchange of the TV and I need original receipt to show Vizio which I already have.After contacting Vizio via their website (https://support.vizio.com/), attached are the two e-mail responses I have received from Vizio with standard customer service type of reply. Neither Wal-Mart nor Vizio is assisting in exchanging this T.V. My only fault is I did not open it within Wal-Marts 90 days return policy thinking if you sometime open the box unable to re-pack it same way as I was not ready to install the T.V. and needed it packed till my basement is finished. I am ready to sign any legal document or take oath in a court assuring Vizio or Wal-Mart that no damage happened to this T.V in my hands. Why would I keep a T.V for couple months if had any clue it has broken screen. Whatever damage happened to this T.V is within Vizio & Wal-Mart. I have always seen some stores put the items back on their shelf right after a customer returns saying it is defective. I recently noticed this at a nearby store after returning an item.

Desired Settlement: I would be thankful to Vizio or Walmart to either exchange the broken T.V with brand new or refund my money.-----------------------------------------------T.V Serial# LWJARPAQ3300451 Model #D650i-B2-----------------------------------------------Vizio is most welcome to send any of their associates to my house for inspection of the TV.Please save my hard earned money, been thru unemployment during last few years now again going out of job next week.Read Vizio screen damages Mfg defect.

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. Non-manufacturing defects
are not covered under VIZIO’s warranty.  A copy of VIZIO’s warranty can
be viewed online at http://www.vizio.com/warranty.  In the interest of
providing customer satisfaction VIZIO has offered the customer a 
replacement VIZIO television at a discounted price.  This is the only offer
VIZIO is able to make at this time.



At VIZIO, the quality of our products is very important to us.  We rely on
and appreciate product feedback from our customers and encourage
anyone who has questions about or problems with our products to contact
us at https://vizio.custhelp.com/ for information and assistance.  



Sincerely,



VIZIO, Inc.

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.

 Yesterday on 05-16-2015
 (Sat), I received a phone call from Vizio Customer Relations
 Manager ( a female voice) and was surprised to hear what she
 said. She will not exchange or repair the broken T.V  I
 have and was offering she can help me find another T.V on
 discounted price. I do not want to spend a single penny on a
 Vizio product as I have already paid price of the T.V. I
 asked her; is it listed somewhere on the box to open the box
 at the store to make sure it is not broken and she had no
 answer. She was just circling back saying damage is not
 covered in waranty. I told her this means going forward
 whenever I buy an electronic item, I should open it at the
 store in front of the Sales person so that no-one blames any
 one afterwards, which is not a usual practice the customers
 follow. I remember when I purchased this T.V; many other
 customers loaded their T.V in the trunk of their vehicles
 and half of the box was hanging out of the truck of
 others
  customer vehicles. This means all
 should have damaged their T.V. I brought this T.V home in a
 very safe way, keeping it standing straight in my van;
 rapped in a blanket and my wife was holding the box all the
 time sitting on a single seat in one corner of my van. I
 kept the box secured in a separate room on a carpeted floor,
 which stays locked.

 I told
 Vizio Customer Relations Manager I am an honest person and
 what I telling is 100% true and ready to sign any legal
 document to assure Vizio, I did not cause any damage to this
 T.V. Seems like Vizio Customer Relations Manager does
 understand my concern but do not want to open the door if
 they exchange this T.V, other customers could claim the same
 way. I also mentioned to the Vizio Customer Relations
 Manager if I had opened the T.V box at Wal-Mart during
 purchase, this T.V would have been retuned back to Vizio or
 Wal-Mart would have kept it depending upon their business
 process with Vizio. I am just loosing my money as did not
 open the box during due course of time. If Vizio will not
 replace or repair this T.V , I will never buy a Vizio
 product in my whole life. I mentioned this to Vizio Customer
 Relations Manager that you will loose a customer for my
 entire life and my other family members , relatives and
 friends would also come to know as
  everyone
 knew I bought a  big screen T.V and was waiting for my
 basement to finish and then install.

 Thank you for your efforts.

 Sincerely,
 ********* ********* *****


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. This is the only offer VIZIO is able to
make at this time. Since receiving the second complaint, VIZIO has been
unable to reach the customer 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.

6/9/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 55 inch vizio smart tv 3 months ago witch was covered under a 1 year warranty, the tv had broken off tv stand and resulted in a broken/cracked screen, I contacted vizio about my warranty and was told to send photos of the broken tv screen and I will receive a call back in 24 hours someone will help me with replacement, I did, and when I received the call back I was told the warranty does not cover what happened to my tv and it isn't their problem and was told to contact the company who makes the tv stand my television fell from. Vizio has rude customer service and they refused to help me.

Desired Settlement: Vizio should cover/replace all their products if the customer has a warranty even if the damaged to the product was not at the customers fault.

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.  
Non-manufacturing defects are not covered under VIZIO’s warranty.
A copy of VIZIO’s warranty can be viewed online at
http://www.vizio.com/warranty.  In the interest of providing customer
satisfaction VIZIO has offered the customer a replacement VIZIO
television at a discounted price.  This is the only offer VIZIO is able
to make at this time.



At VIZIO, the quality of our products is very important to us.  We rely
on and appreciate product feedback from our customers and encourage
anyone who has questions about or problems with our products to
contact us at https://vizio.custhelp.com/ for information and assistance.  



Sincerely,



VIZIO, Inc.

6/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We bought a vizio TV. The stand broke and the TV fell over. We contacted VIZIO and they said it would take 24-48 hours to contact us. I called into them 3 times and everytime they told me that the safety team was going to give me a call that day or the next. This went on for over a week. Then they finally call me back and the gentlemen was so incredibly rude and treated me like a criminal because of the stand that broke. I explained to him that there was no way we could've caused it, we weren't home when it happened. If someone would've been home and the TV fell over onto someone, I'm sure that we would've been treated a whole lot better. All the TVs we have ever bought in our house is vizio and this is the kind of treatment a loyal customer gets.

Desired Settlement: We would like VIZIO to replace the television and write a letter of apology for the horrible customer service.

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. 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. 
VIZIO would like to extend an offer on a discounted TV to the customer.
VIZIO has been unable to reach the customer 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.

5/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My TV has been mounted on the wall for some time and I am very careful to not damage it. No one has physically touched it in months. I come inside to relax and watch the TV. The Vizio icon glows, but no screen and yet the sound plays. I research the issue and do as people suggest and nothing works. I call the customer service line and explain what is wrong giving them the serial number. They determine that the backlight is not working properly. He states it is more expensive to repair it and I should just buy a new one. I spend around a 1,000 dollars on this TV around 2 and a half years go and had I known that Vizio was renown for horrible products, I would have not given them a cent. If you need a tv, stay clear of Vizio. They design them to fail so you have to buy another one. Planned obsolescence. Model Number ******* Part Number *********** Serial Number ***************

Desired Settlement: As a bare minimum, a discount to purchase a new one. They customer service rep said it would be more expensive to repair as the back light display is fused to the motherboard.

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
and 6 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.  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.

5/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 70inch vizio television from walmart on black friday in november 2013. I called vizio in regards to the tv malfunctioning and was told if it was under warrenty they would replace it due to a manuafactuor problem and then said they basically couldn't help me and gave me a bogus walmart warrenty number. I attemtped to call this number and it hung up on me every time. ITI vizios repair company stated these tvs are highly defective. In my opinion if these tvs are highly defective and multiple people have had this issue, there should be a recall on this model. Vizio refuses to help me. This tv is not even two years old yet!

Desired Settlement: If this tv has such a high defective rate, i would like an exchange for my currently defective tv. If their repair company, ITI stated there is a high defective rate on this model, a recall needs to be issued. I want a replacement tv or mine repairs free of cost.

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
7 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.  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.

I appreciate the fact vizio called me in regards to this complaint, however, i called back on five occassions to finally get a respone back hours later. I was told by vizio that due to the fact ITI (their repair company) only sees broken televisions that this does not impact the need for a recall. I feel since ITI indeed said there are a high number of the tvs that have issues that a recall still should be warrented. I have only had this tv for a year and a half and was told the repairs on it cost more than the tv itself, therefore it is a total loss. If the repair conpany states there is a high number of tvs with the same problem, I still feel as though I should have a exchange in regards to this matter. The simple fact I spent almost 1100 on a tv only a year and a half ago that is now rendered useless is not fair.  Vizio needs to look at this prpblem and correct it before more customers are plauged with the same problem I now am in. A discount on a new tv is not a fair resolution seeing I just purchased this one a year and a half ago and what makes vizio think I would want to purchase another piece of junk from them? This issue is considered unsolved at this step. 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 in this complaint has been out of warranty by approximately
7 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 free of charge.  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.

Vizio has contacted me and stated that I will be getting a new TV in order to correct this problem. I have received a receipt that a TV has been ordered and will be sent to my home within 7-10 business days. If this action takes place, I will be more than satisfied with Vizios response to my issue.

 

Regards,

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

5/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I wanted to know if I can get ANY help from Vizio on this matter as I've gone through a lot dealing with this TV E600i-B3. All FOUR TVs that were sent to me have dead pixels. By the time the 4th one came I had given up with dealing with the replacements so I kept it and just sat a little further back so I don't notice the dead pixel as much. Brief history of replacements over a course of 2 months is given below. BUT this wasn't not the issue I was contacting Vizio for. For the past two weeks the TV has been turning off randomly by itself. I don't have power saving settings or Off timer on, I've also reset it to default but the issue is still there and did a power cycle. Here is my order info and replacement history of this TV. Original Order 10/16::: Walmart.com order number: ************** Replacement #1 10/25 ::: Walmart.com order number: ************** Replacement #2 11/20 from Vizio::: Service Request#: ********** - TV - E600i-B3-1 Replacement #3 12/10::: Service Request#: ********** - TV - E600i-B3-1 Now the 4th TV that I'm on still has dead pixels but like I said the bigger issue I have is it randomly turns off. Now I know the warranty was for only 90 days since I bought the TV and the warranty is over. I really didn't think I would need warranty after going through 4 TVs and wanted to give Vizio a chance. But as you can see I've been doomed since day 1 with my original order. I gave Vizio a chance and wasted time and money keeping this TV. Seeing as how I gave Vizio a chance, I really thought they would help me out if I need help. When I reached out to Vizio concerning this, their solution was to take advantage of my dire situation. They offered to sell me another TV for $650 instead of offering any other alternatives. I even asked how much it would cost to fix and their reply was the only thing they can do is offer me to buy a new TV. How is this fair trying to take advantage when they know I need a TV. I spoke to ******* on Vizio chat and ***** on Facebo

Desired Settlement: After giving Vizio a chance and being treated like a customer who doesn't matter at all and being taken advantage of, at this point I don't want to have anything to do with Vizio in the future. I would simply like for Vizio to come and fix this TV and stop sending broken TVs (this was 4th one sent to me). Serial # of my TV is ***************** and Model # is E600i-B3

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 month.  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 no cost 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.

Consumer Response: This is in response to my previous Complaint ID ********. ***, a manager from Vizio called me after I filed the last complaint. He agreed to send me another TV and if this TV didn't work out, he would refund me the money. The replacement TV (Serial # BFLFTRPUBQ3405511) that arrived yesterday has dead pixels.

To my dismay, I spotted about 3 dead pixels. For the love of God I don't know why this keeps happening to me. I can take pictures, videos or whatever you would like to show you the dead pixels. At this point can you please just refund the money. I paid $403.69 and $35.83 in tax for a total of $439.52.

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.

5/25/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On 4-19-15, my 70" Vizio TV,which was purchased on 7-27-14 for $1600, quit showing a picture! On 4-20-15, I contacted Vizio and the rep stated I would be contacted by email & contacted within 3 days by a technician. No email was received so I contacted Vizio again on 4-20-15 and discovered that they had my email address incorrect. The different rep stated I would be contacted within 3 business days by a technician to set up an appointment & within 3-5 business days to be repaired. At about 8:00pm CST on 4-24-15, the tech called and stated the part would be coming to our home (this was over the 3 days the rep stated he would call). I discovered the part was not ordered until 4-23-15! The technician did not come to my home until 4-29-15 (this is over the 3-5 days the rep stated he would come) and stated the TV was unfixable and a new one would have to be ordered. On 4-30-15, I contacted Vizio again & ****** (ext.****) stated it could take 5-7 business days for the TV to be shipped to my home. He also stated I would be getting a recertified TV, not even a new one. I complained to ****** and his only solution was to extend the 90 day warranty to a 150 day warranty but only if I call him to request it. I contacted Vizio again on 5-4-15 and now are saying it can be 6-10 business days!!! Spending that much money on a TV that doesnt last a year and then having to wait weeks for a replacement is VERY frustrating!!!!

Desired Settlement: I want a new 70"TV this week or I want my money back. Vizio has my receipt that was sent to them to verify I spent over $1600 on this TV.

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 cannot fully investigate this complaint
without additional information from the customer.  VIZIO has been
unable to reach the customer regarding this matter.  VIZIO is
requesting that the BBB contact the customer and ask them to provide
VIZIO with the following information:

 

(1)   Serial number for the VIZIO Product



Again, VIZIO cannot further comment on this complaint without the above
referenced information from the customer.  At VIZIO, the quality of our
products is very important to us.  We rely on and appreciate product
feedback from our customers and encourage anyone who has questions
about or problems with our products to contact us at
https://vizio.custhelp.com/ for information and assistance.  



Sincerely,

VIZIO, Inc.

5/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchase a Vizio Sound bar Model S3821 on December 31, 2014. The remote stopped working on 1/19/15 and Ashley from Vizio recommended a fix case #5415179. It was fixed for a week or two then stopped working. We decided to make due but called again on 3/19/15 to attempt a fix again and they recommended we perform a firmware update. After we did this the whole sound bar stopped working. We called to resolve this on 4/6, 4/22 and 4/23. We spoke with a manager Sam and he was extremely unhelpful. He said that this just happens to 2% of the customer and there is nothing really that he can do. We can get charged for another soundbar and they will refund us when they get our current sound bar back. But why do I have to pay for the speaker system twice when their product is the one that never really worked. Shouldn't they be willing to make things right. We spent our hard earned money on a product they never has worked properly and when we want them to stand by their product Sam recommended fix was that we should have bought an extended warranty.

Desired Settlement: For the company to stand by their product and for us to have a working system. Currently we paid money for something that never has worked right.

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.

Vizio continues to say they are willing to help and assist but then do nothing to truly resolve the complaint. A company representative called and discussed my concern but I am still without my product. I bought a sound bar on December 31, 2014 and it did not work right. After working with the company to fixed the problem the soundbar completely stopped working. After numerous interactions with the company we still are without a working product that we paid for. They talk and talk but never provide actual resolution for our problem. We purchased something and wanted them to back up their service, but instead they have only provided very poor service. The customer is not treated right. Other companies fix the problem or issue. This company is big on words and very very slow on action. We continue to be without a working product which we paid for and wondering if the company will ever fix this issue.

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. 
The customers replacement sound bar is scheduled to be delivered
on May 19th, 2015. 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.

5/22/2015 Problems with Product/Service
5/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On April 23, 2013 I purchased the following product from Amazon for $978: VIZIO E601i-A3 60-inch 1080p Razor LED Smart HDTV (2013 Model) Serial Number: *************** Less than 2 years later after very limited use (TV was only in use for less than one year from the time of purchase until January 2014 when I moved in with someone who had no room for it, the TV was wrapped in bubble wrap & kept stored in a safe environment) the unit is now having problems with the picture. I just moved into a new house a few days ago, and set up the TV. The screen is now showing pixelation issues, the color is faded and no amount of color adjustment has changed this, and there is a distinct lightening in the right-hand corner that sometimes appears green depending on what I am viewing. I ran the TV the past few days hoping the problem would clear itself up since it has not been used in over a year, but it remains the same. While searching around online looking for a solution to the problem, I discovered that this Vizio series was under a recall (https://answers.vizio.com/hc/en-us/articles/200130699-VIZIO-special-bulletin). My model number falls within the range of televisions that were part of this recall. I live-chatted with Vizio, but was given case number ******* & instructed to call to speak with someone from a team dedicated to this model of TV. After speaking with customer service, I was told it did not fall under the recall since my television still had a picture, albeit a poor one. The recalled TV's have sound, but no picture. I asked if this was a symptom of eventual picture failure, and did not receive a valid answer. My one year warranty has expired, when I asked if this meant that Vizio was okay with a nearly $1000 product that failed after less than a year of use, my question was ignored & I was given the expired warranty excuse. I was then told to send them pictures of the problem & they would let me know if the TV could even be repaired (at my expense of course).

Desired Settlement: I would like the TV repaired or replaced since this model was known to have problems for several years. The fact that Vizio had to issue a special bulletin, and form a customer service team simply to deal with this model speaks volumes on how knowledgeable they are about the issues customers are experiencing with this 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 VIZIO cannot fully investigate this complaint
without additional information from the customer.  VIZIO has been
unable to reach the customer regarding this matter.  VIZIO is
requesting that the BBB contact the customer and ask them to provide
VIZIO with the following information:

 

(1)   Proof of purchase or receipt for the VIZIO Product

(2)   Pictures of the purported issue with the VIZIO Product



Again, VIZIO cannot further comment on this complaint without the above
referenced information from the customer.  At VIZIO, the quality of our products
is very important to us.  We rely on and appreciate product feedback from our
customers and encourage anyone who has questions about or problems with our
products to contact us at 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 sent pictures and proof of purchase for the product, and was informed by Vizio that my problem was not economically feasible to repair. I was offered a discount on a replacement product, which is simply not good enough. I have already paid almost $1000 on a faulty product from this company and refuse to spend another dime more on anything manufactured by Vizio. A company that prides itself on it's claim of a low failure rate that refuses to replace a product when it does fail is not one I would continue to do business with.

Doing the right thing by standing by their products and accepting responsibility when they perform below standard used to be the norm for corporations in the past. Now, the bottom line is more important than their customers and even their own reputation. I can ill afford to purchase another television even at a discount, while covering this cost would cause no fiscal harm to Vizio. My duty as a consumer is to make sure that other consumers are fully informed before making a purchase of a product that is poorly manufactured. I will ensure that everyone I know personally and follow through social media become aware of my experience with this company and it's products.

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’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.

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 an email from Vizio offering a paltry discount on a poorly reviewed television. I rightly refused this offer. Why would I spend more of my hard-earned money on another product from a company that will not accept responsibility for it's defective merchandise? I will not be stuck with another expensive, yet disposable product that will conveniently fail as soon as the warranty expires.

This particular model I currently own was part of a well-documented recall, but Vizio claims my television isn't experiencing the same problem as others from this series even though my serial number is within he recall parameters. I have read many complaints online of customers experiencing the same issues as I have who had their products replaced by Vizio under this recall, but am conveniently told by their customer service department that my problem is not the same. An infrequently used television should last more than two years, especially when the average lifespan of the average HD TV is at least 1000,000 hours. This tells me that what I am experiencing is a sign of a greater problem that Vizio refuses to acknowledge. I was told it was not economically possible to repair it after they viewed the pictures I sent, but they never explained what was wrong with it, or how the problem could have occurred. This is the suspicious behavior of a company that is trying to avoid the expense of replacing another faulty product after they obviously lost money in an attempt to satisfy thousands of other unhappy consumers who also purchased defective merchandise.

I placed my trust in the Vizio name and the company's reputation when I made my purchase. I would have become a loyal customer, and gladly purchased additional products in the future even after the failure of my television if their response to my complaint had been different. Their continued excuse to every attempt I have made to rectify this situation is to hold up the expired warranty, rather than address why my television has so rapidly degraded beyond repair. I simply had the misfortune of keeping my television stored and unused for many months, or this problem would have most certainly occurred much sooner before the warranty had expired. Repeatedly bringing up the expired warranty at every turn by Vizio further solidifies my belief that this company is hiding behind this excuse to avoid taking responsibility for a defective product.

I am disappointed in you, Vizio. You could have set an example for how an honorable company conducts business, but instead you decided that money was more important than your customers. A company that lives by that set of values is doomed to eventual failure.

Regards,

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



5/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or around March 7, 2015, I contacted Vizio, about some technical issues going on with my 42 inch LCD that I purchased from *******, on or around (9-29-14) or (10-04-14). Vizio attempted to trouble shoot over the phone on sereral occasions, but the results were not effective, so, they did not want to send a tech to my apartment I assumed, because of the failed trouble shoots attempts. So, the next thing Vizio, desided to do was try to trouble shoot again, and still no good results were in effect. So, I spoke with some rep. about getting a refund or allowing me to get another TV from *******, and that rep. told me that, Vizio was not going to give me a refund, and nor will they upgrade my TV, for a different model. So, I called back after being discouraged with what the last rep. had told me, because my TV, was still under warranty, and my complaint needed to be resolved. So, I called back again, and I the rep. could I just go into *******, and just pick out another model, and she said, let me see what I can do. She then ask me to fax her my reciept, and after that she would let me know the results in 24 hrs. So, she called me back, and told me that her boss was not going to let me get another model or an upgrade, so, we're going have to give you your money back, then I said, well, that's what I asked for the last time I spoke with someone, and the told me that I couldn't get a refund, and that Vizio would not honor a refund for my purchase! Then the rep. said, well whoever told you that, shouldn't have said that because you are entilted to get a refund, and Vizio has no choice but to honor your request, if that's what you wanted. So, the rep. then put in request for refund for me, and since then, they've had to pick up the TV, from my home through ****, and then Vizio, had to pick it up from ****, and they let the TV, sit at **** for almost 2 wks., before Vizio came and got it, and once they got it, it was lie after lie, everytime I'd call about my refund.

Desired Settlement: I want my full refund, next day ***. and I want Vizio, to accommodate for my pain, wait and suffering with a free 42 inch 1080P Smart TV 240hz. from their Ware House. Because I have been lied to over and over again by Supervisors, Reps., and other personnel at Vizio, they need t step up and do the right thing, because all calls have been recorded, and documented, and they can be retreived and listened to, and each lie that was told to me over the phone can be heard and used against them in a Court of Law, but I don't want to do the Court thing, I just want Vizio to honor my request, and be the better man. I moved from GA. on (3/9/2015), and I had my mailed forwarded on that night with the USPS, and my forwarding date was to start on (3/11/2015), and as of this day of (5/6/2015), I still do not have my check, but Vizio, always, has another lie to tell me. Yes, I feel what I am asking for is nothing compared to what I could get from Vizio, in a Small Claim Court.

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. 
VIZIO offered the customer a refund and the customer accepted.
Unfortunately, we had a previous address on file for the customer
and the check was mailed to the wrong address. VIZIO has since
spoken to the customer and received the correct address. The customer
has been informed that once VIZIO receives the check back we will send
it to the correct address. The customer has stated that he will no longer
speak to VIZIO on 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.Tell us why here...

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, but I am without My TV, and I would apprecciate it if Vizio will send me one of their TV's from their warehouse because I feel that, yes, they owe me a refund of almost $400.00, $386.64, to be exact, but they have had me waiting on my refund for nearly  3 months now, and let me be clear for the record, I gave them my new address long before this refund check was even processed, and not to mention all of the lies, and unprofessionalism they were putting me through during my phone calls to them. Also, for the record, my case with Vizio, was created on (3-9-2015), and I reported my change of address to Vizio, on or around (4-13-2015), my request for a refund was done on or around (3-16-2015), so, out of respect for all the anguish and misrepresentation, lies and negative representatives I had to put up with at Vizio, I feel they should honor my refund, because at first I was told that I couldn't get a refund from a Vizio rep., and the next rep. said that I am entitled to a refund.  I want Vizio to send me a 42 inch TV, 120hz to 240hz, along with my refund, not one or the other, but both my refund and a new TV, from their warehouse.  I am in well deservence of this proposal to Vizio, and I know Vizio knows this and they should honor my proposition with all due respect.  Thank You! ***** *****
Vizio

Regards,

***** *****

5/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase a vizio tv because of the internet apps only to find out that the ******* app does not work properly. In fact the tv preinstalled apps has missing episodes. The TV Supernatural are missing episodes for season 6, 7, 8, 9. When I contact ******* they had me run a system check that show that vizio tv did not show the same version as *******. The ******* rep also had me check my computer and my tablet to see if the issue was with ******* and it was not. ******* worked great on my other devices. The rep insisted that I call Vizio. I called Vizio and they said that they see the same issue with the episodes on the tvs they here. They are not showing up but they say there's nothing they can do about it I feel as if I have bought a defective product that misrepresented itself and I would like a full refund.

Desired Settlement: I would request another vizio tv with the apps working. But due to this defect in all their preinstalled tv apps products I do not believe that this is possible so therefore I would like a full refund please.

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 contacted the customer to discuss the complaint. It has
been determined that this is not an issue with the VIZIO TV.



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. 


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
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 contacted the customer to discuss the complaint. The issue is application
specific and is not an issue with the VIZIO television. The customer would need to
speak with the application provider to resolve the complaint. VIZIO has been unable
to reach the customer after several attempts since receiving the second complaint.
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.


***** from Vizio called me on 3/22/15 and said that she "has heard about this on going  issue with all Vizio tvs and that there is nothing she can do about it". She says that "it is a ******* issue and again not a Vizio".   *******  had me check the Vizio system app and found an outdated version of ******* and said that it is out dated. Vizio refuse to take responsibility for the issue. The outdated version of ******* issue appears on all of their tvs that they make current and old. Vizio keeps blame shifting instead correcting the issue. Update the app Vizio to a current version of ******* and I will be happy end of case.

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 the customer’s television has been out of warranty
for approximately 3 years. A copy of VIZIO’s warranty can be viewed
online at http://www.vizio.com/warranty. The issue with the customer’s
television is application specific and is not an issue with the television, itself. 
In the interest of providing customer satisfaction, however, VIZIO recently
contacted the customer in an attempt to resolve the issue by walking her
through the troubleshooting process step-by-step which would resolve her
issue. The customer declined. In addition, VIZIO also offered the customer
a discount on a newer model television.  The customer again declined. At
this time, 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.

No resolution was offered by Vizio other than for me to spend more money on another TV that has the same issue. My only request is that they update the app but they refuse to update the app. At this point  I would like a refund on the defective tv.

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
years.  A copy of VIZIO’s warranty can be viewed online at
http://www.vizio.com/warranty.   The issue is application specific and is not
an issue with the VIZIO television. The customer was informed that her
VIZIO TV has the most current and up to date application that the TV will
receive. 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.

5/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered a Visio TV on line with a 3 year extended Warranty. The TV was delivered with a shattered screen. Visio will not replace the TV because I through the box away. I did not know the TV was broken until a friend came to install it. I called Visio and they said they would not refund or replace the TV because I did not have the box it came in. And what happened to my 3 yr warranty I paid extra for. I did not brake this TV. It came this way. Where did it say I needed to hold on to the Box. My order # ******, My case # *******

Desired Settlement: Just replace the TV and send paper work for the extended warranty.

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. Non-manufacturing
defects are not covered under VIZIO’s warranty.  A copy of VIZIO’s
warranty can be viewed online at http://www.vizio.com/warranty.  In the
interest of providing customer satisfaction VIZIO has offered the customer
a replacement VIZIO television at a discounted price. This is the only offer
VIZIO is able to make at this time.



At VIZIO, the quality of our products is very important to us.  We rely on
and appreciate product feedback from our customers and encourage anyone
who has questions about or problems with our products to contact us at
https://vizio.custhelp.com/ for information and assistance.  


Sincerely,



VIZIO, Inc.

5/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a NEW Vizio 54" soundbar from Amazon.com for $400 on February 25, 2015. On May 3, 2015, I unboxed the soundbar and set it up with the new 80" Vizio television that I had also purchased, but it did not work. On May 4, 2015 I contacted Vizio tech support and after a few diagnostic qusestions was told that the soundbar they sent me was defective and needed to be replaced. They informed me that they would be replacing my new (defective) unit with a refurbished one (and that I'd be responsible for packing and shipping back the original unit). I told them that I paid for a NEW unit (not a refurbished unit that cost considerably less money). They told me that I would have needed to return the unit in 30 days (and not the 60+ days it had been) in order to get a new unit replacement. However, there is absolutely nothing in their online advertisement, product packaging or one year limited warranty that states this. I was told that it was basically "take it or leave it". This is a misleading, deceptive, unethical (bait and switch) business tactic and should be investigated to protect future consumers of Vizio products from harm. This is the first complaint that I have even registered with the BBB. Thank you for your attention.

Desired Settlement: To receive the product that I actually paid for (a soundbar which is NEW and not refurbished).

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.

5/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vizio offered us an agreement to pay $100 to get the TV repaired because it had blacked out after two years. We paid them and they send an It tech to our home. The techs first words were he doesn't believe the TV can be repaired but he has to try and we would be getting a new tv if it didn't work. So he starts taking the screws out of the TV. He gets to the bottom two and they won't come out. So he pulls the top of the TV back up and tries to work on it. About 20 minutes later he shows me the TV is on, it was, then moves the TV and it shuts off again. He lays the TV down holds two buttons and says it works. I, being 5 months pregnant can not pick the TV up to check. He acts like he is in a hurry and is rude and wants to leave. He assures me it works and has me sign papers and leaves. A few hours later the TV does not work. I call vizio and all they do is offer to SELL me another TV. No regards to the tech lieing, and not even fully working on the product. We're out $100 plus out a TV

Desired Settlement: We would either like a TV replacement or complete refund of the service fees

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 and 3 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.  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.

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
and 4 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. 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.

5/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a 50" 4K Ultra HDTV and within 4 months it started going bad (pictures included). I contacted Walmart where I purchased it and it's beyond their 90 day return policy, and too early for the 3 year service plan I purchased. I was then referred to Vizio for repair or replacement, since the problem with the TV is "unusual and the first" of this type of problem they agreed to replacement as opposed to repairing. I waited 12 days and was glad to see the delivery truck pull up, they came in and began setup when I noticed a big dent in the screen at the bottom. They proceeded to setup the damaged unit as if I was going to accept it in that condition. Here I am awaiting the fight of the year and won't be able to see it on my TV, not to mention my son is turning 26 on Friday (no fight night here). Now they are telling me to wait another 10 days for another "New" one to arrive. I even asked if I could just buy another one and be reimbursed, they said no of course. This is me venting because I feel like a fool for spending that kind of money on a TV I thought was great, to find out great would only last 4 months.

Desired Settlement: Replacement with NEW item, instead of refurbished or returned item. And/Or Reimbursement of a new TV of equal or better value. And/Or Change in policy as far as time frame in replacing defective units. And/Or Something more than I'm sorry it's our police, and there's nothing more I can do.

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.

5/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a 32" Smart TV through my Dell Business account. The TV worked for about a week. I called Vizio and they sent out a repairman. He fixed the TV but it only worked for a couple of days. I called Vizio again. They had me return the TV and sent a new TV at their expense. The new refurnished TV worked for 1 day. I called Vizio again. I sent the TV back again at their expense> I received a call stating they had the TV but could not replace it so I needed to upload my proof of purchase to their website. I call a few days later after uploading my proof of purchase and was told I should receive my refund within the next five days. I call a week later and was told they didn't have the return TV. even though I could track it with the UPS # provided by Vizio, and it showed it had been delivered 2 weeks prior + the calls to and from Vizio stating they had the TV but could no replace it. A week later I call again and was told the TV had been received and noted to my account and my refund had been issued. I call a week later, having not received the check and was told they just received the TV and would be mailing the check out in a few days. I hope that when I check with Vizio in a week I am not told, yet again, another lie.

Desired Settlement: I want the company to refund the money for the TV as promised.

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.

5/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio TV on September 2013 and it became non repairable March 2015. I spoke to customer service and they told me that they could not do anything about it because it was 6 months out of warranty. I dont believe it is fair that I'm out $2000 because the company won't do anything to repair or replace it.

Desired Settlement: My desired outcome is for the company to either repair or replace the TV. I have read a lot of complaints now with the same issue and think that the company put out a bad product and should back their product, not just for the 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 VIZIO has determined that the VIZIO
television in question in this complaint has been out of warranty
by approximately 6 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.  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.

It is very disappointing that a company does not support the quality of their product. I for one will never purchase a Vizio product again, I read that a recall was done back in 2013 for the same fault. I hope something like this happens again because an expensive TV like this should not go out after 18 months. Again I will never buy any Vizio product again not will I recommend it to people. 

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
7 months.  A copy of VIZIO’s warranty can be viewed online at
http://www.vizio.com/warranty.  The customer has informed VIZIO that
he will not accept any offer other than a replacement TV free of charge.
In the interest of providing customer satisfaction VIZIO has offered the
customer a replacement VIZIO television at a discounted price. Since the
customer is approximately 7 months out of warranty, VIZIO has informed
the customer that 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.

Like I said before it is very disappointing that a company that says "the quality of our product is very important to us," does not show that it cares about their customers or stand behind their product. I spent a lot of money on this 70" 3D TV and I finally finished paying it off in December 2014, now I have a ViZio TV that is worthless and Vizio expects me to accept an offer of $100 discount on another TV. I worked hard to earn the money to pay for my TV, and I don't have the money to purchase another one. Vizio seem like just another company that cares about the bottom dollar and not the consumer. I hate feeling like I got ripped off with a poor product, and be expected to feel grateful that I'm getting an offer of another TV that is 65" for $1300. I paid close to $2000 for my 70" 3D TV, one of Vizio's higher end TVs, a product that expensive should not go out after 18 months. I will only accept an offer of getting my TV repaired or exchanged.

Regards,

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



5/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Feb. 27, 2015 I purchased a VIZIO D-Series 65” Class Full-Array LED Smart TV | D650i-B2 from www.vizio.com. To my disappointment, when the television arrived, it had a large area roughly 50% of the screen with a lighter shade that was apparent whenever the screen was displaying a dark scree. I called Vizio and they scheduled for a replacement TV to be sent. To my frustration, it had the same issue. I called the company while the delivery personnel was still at my house & reported the issue. I got another case# 0551440619, the replacement arrived and had the same exact issue! I got another appointment case# 5627638. That TV arrived two days ago. To my dismay, this TV had a pixilated screen with squares on the dark portion of the screen. I called customer service again case # 5684118. I spoke with the floor supervisor and agreed that they send me another upgraded TV for my trouble after contacting the Executive Resolution Executive and promised me someone will call me the next day to schedule a diver date. Nobody called me, so I called back yesterday and was informed that they do not have any upgrades available in Stock and they will issue a store credit!! When I protested and said this was cleared with the Executive Resolution Department, the agent advised me to send an email! After all the trouble I have gone through, I expect a company like Vizio to honor their promise, especially because the model purchased was flaud three consecutive instances.

Desired Settlement: For Vizio to honor their promise to send me a similar television size but an upgraded model.

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.

An executive from Vizio did contact me and apologized for the bad experience I went through, but did not honor what I was promised - which was a free upgraded television with similar dimensions. She said that the supervisor will be repremanded for making that promise, but I have to choose either a refund or a replacement, no other option. This is not what I was promised. A promise from the floor supervisor carries no weight in this company. 

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Again, I was promised by the Floor Supervisor a replacement television with same dimensions but better quality for my very bad experience with the purchased model. I even took a customer satisfaction survey afterwards, happy with the resolution offered by the supervisor. Eversince, Vizio has apologized but bluntly said they will not honor what was promised. Either take a refund or accept a fourth replacement! 

There is no value to a supervisor's promise whatsoever. They will not honor their commitment or stand behind what their supervisor committed to.

Regards,

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



5/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a TV in January 2014. It never worked properly, starting with no remote working with the set. In just over a year, I called 10 times regarding the concern. A tech was sent out to repair the TV to no avail. Finally, a new TV was sent, only to be defective as well, with a working remote,but now the extra features do not work (I.e. Netflix, Hulu, etc. ... The smart TV features of it all.). This led to 6 more calls. (Logs of calls, notes, and dates available upon request.) Each time, I am given promises of calls back from managers, but they never call, literally never. I have to call them. Nothing is being done to resolve this issue. I have been patient, cooperative, spent more money out of my own pocket to follow their requests/attempts to resolve the issue, only to have another defective TV and having to pay to repair other issues their tech department cause from forcing me to change settings I have said do not work given our cable provider. The issue is not with the cable; it is the device. I have paid $300 for a service call from my cable provider to fix what they caused with the hard reset. I have had to pay people twice to be here when the tech and delivery men came. Plus, the 16+ hours I have spent on the phone, and what adds up to 2 weeks of troubleshooting the TV myself, according to the website and their IT department. At the end of the day, I have had two TV's and hours of verbal abuse and negligence from the company. The TV itself cost $440, but I have spent close to $1,000 trying to play by Vizio's rules. This is simply bad business practice. I asked for a refund and for removal of the device from my home. They said they would, but are not moving forward with picking up he device, nor monetary refund. They said it would take 48 hours, but it it now 8 days after the fact. I have zero faith that Vizio will follow through, given this experience that is going on 14 months.

Desired Settlement: I do not want the device and was promised a refund and removal from the house. That is what I want. I do not want any association to their company any more. It is beyond absurdity and disappointment now.

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 promised a refund and am now being told that is not happening, that I have to wait indefinitely for a back-ordered part.  That is not was was discussed or guaranteed. This leaves me with NO television also, as I cannot run out and buy another until my refund arrives.  Vizio has stopped responding to contact attempts also, and the TV has already arrived at their warehouse.]

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[What Vizio says and does do not match.  Yes, two agents have "verified" a refund check.  However, I still have no refund, and as a result, have been without a TV for all this time.  The USPS does not take this long, even if the check was coming from the East coast.  Please do not close this complaint until the issue is truly resolved, that is, the check is mailed and in hand.  Until then, I consider this fraud, as the TV is in their possession and no money returned.]

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.



In the interest of providing customer satisfaction, a VIZIO customer
service representative attempted to call Ms. ****** three times. We
were unable to reach the customer. We were able to confirm with our
accounting department that Ms. ****** cashed her refund check on
March 23rd, 2015. 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

4/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: TV lost ability to connect to Internet. I was asked to send the TV back and was told they would send a replacement as soon as they received the old one. They wouldn't send the new one unless they received the old one or I gave them a credit card number to charge the new one and be reimbursed once the old one was received. I sent the old one back. Vizio called and could not send a new one because they didn't have any inventory. They offered a refund, however they previously promised a replacement TV. A receipt for purchase is hard to produce because this was purchased as a package with a tablet and Xbox. I asked just to have my old TV sent back to me. I was then told that it was severely damaged in shipping. It was packaged exactly how it was when I originally received it. I would like a replacement or my old one as promised.

Desired Settlement: Replacement of TV or old TV returned.

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.Tell us why here...

4/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Product E480-B2 I have 3 other Vizio TV's and just purchased a new one for my Den. The remote will not pick up unless you are right up next to the TV. I am very pleased with my other TV purchases but this one is horrible. I have a large den and simply cannot use this remote and it is pointless to have to be so close to the TV for the remote to work. After all, this is the purpose of having a remote control. Do you have any solutions for this DESIGN FLAW? If not, I will be returning this TV

Desired Settlement: Repair of TV

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.

The issue still isn't resolved

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As of this date, this television still hasn't been repaired
Regards,

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



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 was to sent a repair tech to my home 02/09 - the tech didn't show up

I contacted VIZIO again and they rescheduled for 02/14 - the tech didn't show up nor responded to my phone calls or text messages


My tv still isn't repaired and am waiting on a resolution from 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 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 are supposed to be replacing my tv and this still hasn't been done and I have been working on this over a month
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. Mr. *****’s TV was delivered on 3/12/15. A proof of delivery is attached. 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.

4/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Vizio TV in November 2014. In February 2015 the TV blew. A repairman was sent to fix the TV (took approximately 10 days for him to come to our home). The TV was deemed unfixable. Vizio told me I would receive a full refund including shipping charges. They were to 1) send me a box for the TV; 2) I was to alert Vizio when the TV was boxed up and ready for shipment; 3) Vizio would call their freight company to pick up the TV; 4) a refund would be issued to me (approximately $600.00 total). 1 - I had to call twice to get the box 2 - we packed the TV immediately and it was ready for shipping 3 - I am STILL at the point of waiting for the freight company to call me to schedule a pick up. 4 - no refund has been issued I was promised a refund for the TV in the beginning of March. That was the easy part. I am now waiting and waiting for Vizio to complete the transaction by picking up the TV and honoring their refund. I have called VIzio so many times I have lost track and lost total patience with the whole process. They have my case on file and each time i call I am told that yes, the TV will be picked up, and yes I will receive the full refund. Vizio does not dispute that.

Desired Settlement: I would like the TV picked up and a full refund issued immediately. This is totally unacceptable conduct on Vizio's part. I have been very nice and calm in each telephone conversation, but forthright in that I want the TV picked up, and the refund issued. This just is not right. Thank you for your help, 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 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.

4/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Vizio e701i-a3 around black Friday 2013. it only lasted 16 month before the screen went black, but there was still sound. I contacted Vizio and was told by an agent that unless it was doing (x, y, or z) that my problem could not be fixed. I started to look on the internet to see if there was any chance to fix this. but came across other people having the same issue. they were also told the same thing I was that it was not fixable. so now I have to go out and buy a new TV.

Desired Settlement: I believe the fair thing would be a refund for half of what I bought the TV for.

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
4 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 free of charge.  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.

4/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a television from Vizio after my previous one stopped working after just two years and despite little use. I received the television approximately Dec. 1. I did not have the time to immediately set up the television so it sat in the box until the beginning of February. When we opened it to begin assembling the TV, we noticed the screen was cracked. I called Vizio. They took down my information and asked me to send in pictures of the TV, packaging, etc., which I did. A couple days later I received a call from a Vizio representative telling me that Vizio would not reimburse me because the shipper would not reimburse them due to the time gap between when I received the TV and when I called to report the damage. I told the Vizio representative this wasn't fair as Vizio never told me I had only a very limited time to report damage. His response was basically, "oh well". I called my credit card company to instruct them to dispute the charge. They initiated a three-way call with a different Vizio representative who, after hearing my complaint, told me I needed to look at the situation from Vizio's perspective! In all my years of interacting with reputable businesses, I've never been told to look at a situation from a corporation's perspective. As a long-time Vizio customer, I was appalled by the complete lack of kindness, empathy, and class that they showed. Vizio delivered to me (via a delivery company of their choosing) a damaged product and refused to do anything for me.

Desired Settlement: I would like the approximately $200 charge on my credit card refunded since I had an inoperable television delivered 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
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. 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.

On February 24, I received a call from ****** with Vizio's corporate escalations group. Rather than apologize for the way Vizio handled my issue, ****** attempted to neogtiate with me about purchasing another television from Vizio. I told him I was a longtime Vizio customer with multiple other Vizio televisions in my house. Rather than thank me for my patronage, he said he would "take me at my word" for that. He attempted to shift blame to me for the damaged television and told me that it would be too cumbersome for Vizio to instruct their customers that they only have a certain amount of days to open a package and to make a claim on damaged products. I told him this would likely take about 10 seconds to do. ****** still could not tell me how long the customer has to report damage to products they receive from Vizio. ****** ultimately offered me a telelvision for $140; I paid $208 for the original television. I told him I could go to Costco and get a brand new 32" TV from a different manufacturer for not much more than $140, so why would I give more money to Vizio when they have so inadqueately and unprofessionally handled my problem. Rather than attempt to make the situation right, ****** treated me like another problem he had to get off his desk. Vizio continues to handle this situation improperly and clearly does not value their longtime customers. If this issue is not resolved to my satistfaction, I will never give the company another penny. And I will not stop litigating this matter until it is resolved properly.


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. Non-manufacturing
defects are not covered under VIZIO’s warranty.  A copy of VIZIO’s
warranty can be viewed online at http://www.vizio.com/warranty.  In
the interest of providing customer satisfaction VIZIO has offered the
customer a replacement VIZIO television at a discounted price. This is
the only offer VIZIO is able to make at this time.



At VIZIO, the quality of our products is very important to us.  We rely on
and appreciate product feedback from our customers and encourage anyone
who has questions about or problems with our products to contact us at
https://vizio.custhelp.com/ for information and assistance.  



Sincerely,



VIZIO, Inc.

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 continues to provide woeful customer service in this matter. Their response to BBB clearly indicates they either don't understand the nature of my complaint or (more likely) don't care. They continue to call me and attempt to sell me another television, despite my continued insistence that the only acceptable resolution to this matter is a full refund. Vizio shipped me a broken television. When I purchased it they failed to inform me that I had a certain time frame to report any damage (I failed to open the TV within a couple months of receiving it -- not a couple years). I've never seen a business treat a loyal and longtime customer with such disregard as Vizio has in this matter.

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. 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 free of charge].  This is the only offer VIZIO is able to make at this time. The customer has accepted 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 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,

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

4/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted Vizio Customer Service many times in reference to a service code for subscribing to Vizio only for 5% --- Code was directly from Vizio, and not one representative knew what to do with the code...they tried excessively to use the code many different ways with no result.....I was purchasing a Vizio P series tv 55 inch on sale for 999.99 with free shipping...this item was in my cart for many weeks till Vizio was in the process of resolving the code and, each representative said the code is not working but was going to try to get back to me as to why. I am not worried about the five percent code, as to I was purchasing the TV with free shipping on the Website and getting the FanZone points.....The 5% was just a bonus, and I was waiting to hear why the code was not working......with continued efforts, the code was still not working, even with a new surround---the rep. did not realize it did not work on a Television that was already on sale. The dept did try to call me a few times...I was hospitalized. This has been going on since the beginning of Feb and again, most were not sure whyyyy the code was not going through and going to find out. I have had repetitive chats on and emails back and forth. Sorry we didn't connect. After returning from the hospital, I returned another call today to Vizio for hours on the phone with a very nice rep. ***** who could not understand the code not working either.......Got another return call back from a manager ( who was very rude---I have owned a restaurant for seven years, and if anyyyone every spoke to a customer like he did, he would have been expelled....not acceptable---Badge #*** . I am 51 years of age, and this is the first time I EVER put in a complaint to BBB. So enraged with the service I have received. I love Vizio products, and I am looking to by several at the moment----and a big screen TV for a bar room, but bad business and word of mouth travels in my business.

Desired Settlement: I am awaiting a call back from CEO ******* *****. I would like this resolved and to purchased the TV that was in my cart for over a week for 999.99 with free shipping, and now it is of the internet. I will be also purchasing 2 other large screen televisions in the next 6 months with surround bars and accessories. Hopefully, I can purchase this TV for this price, like was going to from day one before the coupon became such an issue and time spent both ways on the phone to your company with no resolution, and very rude service. *** was very hostile and asked if I think he should retrain his customer service team? Very disappointing and hope to get some resolution....Looking forward to hearing from you in the future ******* ********** Business Owner Nurse/EMT if I took care of my patient's this way, I would have none....very sad.. Thank you maybe a phone call and some price making would resolve all of this unorganized business

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 cannot fully investigate this complaint
without additional information from the customer. VIZIO has been
unable to reach the customer regarding this matter.  VIZIO is
requesting that the BBB contact the customer and ask them to provide
VIZIO with the following information:

(1)   Proof of purchase or receipt for the VIZIO
Product
(2)   The customer’s name and phone number that was
used when the customer initially contacted VIZIO.

Again, VIZIO cannot further comment on this complaint without the
above referenced information from the customer. At VIZIO, the
quality of our products is very important to us.  We rely on and
appreciate product feedback from our customers and encourage anyone
who has questions about or problems with our products to contact us at
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 will check my previous emails and try to reach out to the company.  There is no receipt, Item was not purchased for the reasons noted.  Hopefully we can resolve this soon. 

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 cannot fully investigate this complaint without
additional information from the customer.  VIZIO has been unable to reach
the customer regarding this matter.  VIZIO is requesting that the BBB contact
the customer and ask them to provide VIZIO with the following information:

 
(1)   Proof of purchase or receipt for the VIZIO Product.

(2)   The customer’s name and phone number that was used when the customer
initially contacted VIZIO. 


Again, VIZIO cannot further comment on this complaint without the above
referenced information from the customer.  At VIZIO, the quality of our
products is very important to us.  We rely on and appreciate product feedback
from our customers and encourage anyone who has questions about or
problems with our products to contact us at
https://vizio.custhelp.com/ for information and assistance.  


Sincerely,

VIZIO, Inc.

Business Response: Dear Better Business Bureau: 

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.
 
On January 20, 2015, a VIZIO customer service representative explained to the customer that the promotional code applied only to the purchase of a television and a soundbar which are purchased together in a single transaction, at full price. The customer service representative further explained that the promotional code did not apply to products which were on sale. After the promotional offer ended and in the interest of providing customer satisfaction, VIZIO offered to include the 5% promotional code to the customer’s order but the customer declined the offer because it did not include free shipping.
 
At this time, VIZIO would like to take this opportunity to extend a final offer to the customer for a VIZIO television at a discounted price. The offer includes the VIZIO television model number P552UI-B2 at the discounted price of $925.00 which includes shipping costs, but which excludes taxes. The VIZIO television also includes a one year manufacturer warranty from the date the unit is received. Unfortunately, VIZIO has been unable to reach the customer to extend to the customer this 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 or comments about our products to contact us at https://vizio.custhelp.com/ for information and assistance.   

Sincerely, 
VIZIO, Inc

4/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: i purchased a65 inch vizio tv during thanksgiving sale. This weekend i noticed a spot on the tv where u can see thru the tv . vizio had me to send numerous pictures . One person said the tv would have to be replace . he put me on hold and came back later to ask me to send more pic. after hours of going back in forth ,they acknowledge the spot was a defect with the tv but i would have to wait n hope that 3 more would pop up before my warranty run out. I TOLD THEM I DIDNT UNDERSTAND WHY IS THAT,and could i just get a refund back . I purchased the tv with no defects now yousaying i have to live with it and hope for the best even tho its under warranty . i dont understand why would they waste my time for hours sending pics over and over and say oh yeah it have to be 4 of those spots to be covered under warrant . iwould like another tv or even greatly a refund to purchase a higher brand quality tv .

Desired Settlement: i would like either 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 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.

4/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 17, I contacted the Vizio tv company to state that i was having problems with their product. I purchased the tv on December 17, 2014. Three months later the tv has horizontal lines across the picture. An representative i spoke to told me to take pictures of the problem, and send it to a speacial link that she would provide me. I provided the representative with pictures, and she provided me with a case number. Also i provided the representative with two contact numbers so she could call me when to schedule an appointment to fix my tv set. Needless to say it's been two weeks going on three! I spoke with someone Thursday on April 2nd., and an service rep told me they would give me call to setup another appointment since the first technician didn't work on weekends. I told her i could have someone at my residence during the weekday! Also I had to wait for parts from California, because the warehouse in my area didn't have the parts for my tv. Giving the dates i provided, i feel like i shouldn't have waited so long to have my tv fixed. I bought a warranty, and Vizio is not honoring it. I feel like if they didn't want to fix the tv., just give me an voucher to get a new one.

Desired Settlement: If Vizio doesn't want to honor the warranty, just replace the set with a new 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 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,

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

4/12/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I got a replacement TV( I was not told that this would void my money back guarantee) The replacement unit dose the same thing the other one did. So I ask for my money back they told me to sell it or that I could get another replacement.

Desired Settlement: I want my money back the replacement TV came on 3/6/15 I don't want to sell it and I don't want another 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 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.

4/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased a Vizio television from my local Walmart store in Starkville MS on March 5, 2015. I called Vizio after realizing that the netflix application for this smart tv did not work. They sent a technician who repaired the problem. However, after he left, the tv would no longer even turn on. Vizio offered to replace the tv for free. However, they refuse to pay for the mounting and dismounting of the tv. This is an extra cost that I keep accruing every time that they refuse to pay a technician to mount or dismount a tv for a repair. It is not fair that I have to incur these extra costs when their faulty product is the only reason why I have to incur this extra expense. When I asked if their technicians could mount and dismount the television when they arrive to replace the unit, they replied "Well, your television does not have to be mounted." They were incredibly indifferent to the fact that their inferior product is costing me extra money. This situation is absurd because smart tvs are designed to be mounted.

Desired Settlement: I would like to receive monetary reimbursement from Vizio for the amount of $140. I originally paid $70 to have my television mounted and I will have to pay $70 again to have it mounted for the second time. I would also like a formal apology for the indifferent nature of the response that I received from the agent on the phone. This person could have cared less that a faulty Vizio product was costing me a lot of extra money and grief.

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.

[A Vizio representative called me earlier this morning to explain their policy. Her exact words were "I have nothing to offer you." Here is the problem. Vizio was clearly following their policy. The issue is that their policy is unethical. It is morally reprehensible to force a customer to incur additional expenses for which he or she receives no compensation. Their faulty product has cost me extra money and they simply do not care. This company generates millions of dollars in revenue for its shareholders every year. Obviously, the CEOs care more about procuring their next yacht or beach home than they do taking care of their clients. Their phone call resolved nothing. This is just another example of corporate greed.]

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.

4/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I originally purchased my LED 60 inch TV at walmart on Thanksgiving of 2013, on the 91st day my TV had a red line going through the screen so I called walmart to get my TV replaced. I was passed the 90 day warranty period so I was directed to Vizio for my warranty, Vizio replaced my New TV with a Refurbished TV, I was not happy because I paid for a New TV not a Refurb, Any how My TV started having issues 10 days after my warranty expired My Volume on the TV goes out on its own and then goes up, I called Vizio and they told me I was passed my warranty by 2 weeks and I could not purchase extended warranty. I am not happy to spend lots of money for a product that is defective, I have had this TV for a little past a year and it is already bad and defective all I want is a good product which I thought Vizio was.

Desired Settlement: I would like to get my TV replaced for a working one that is all I ask, I work very hard for my money and I cannot afford to fix or replace this TV.

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,

**** *******

4/8/2015 Problems with Product/Service | Complaint Details Unavailable
4/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased Vizio TV from Sam's Club on 8/26/14. 6 months later TV shuts off. Called Vizio. They said a repair man will call me in 5 days. No one called. I called Vizio after not hearing from anyone for 2 weeks as I am paying over $200/month for cable TV and can not use my cable. Vizio advised parts on back order and no time frame when parts will be in. I received a call a week later from a repair man that was hired by Vizio. He saod he would be out on Wednesday 3/18 between 10-12. I took half day of work and he never showed. He called me later Thursday night and said he will be out Friday 3/20. I told him to call me an hour before bc I again have to take off of work. He called me 10 minutes before. He arrived and replaced the power board and the mother board. 6 days later the tv shut off again. The TV doesn't work so I called Vizio as it is still within the 1 year warranty and the tv is on 7 months old. Vizio wants to give me a used TV. I advised I am done with Vizio, I want my money back or worse case scenerio a NEW tv. Vizio refused and will not give me a new TV or my money back even though It's only 7 months old. With paying $200/month for cable which I lost due to Vizio's product failing, missing 2 days of work, I am out of pocket several hundred dollars not including the TV money.

Desired Settlement: I am requesting a full Refund. Vizio is not going to compensate me for my lost wages or my cable bill which I paid for cable but couldn't use bc their product failed.

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.

4/8/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On March 2nd, I contacted Vizio because the television that I purchased in December would not turn on. I spent approximately $1500 (without tax) on the television. I was told that a refurbished television would be sent to me within 10 business days via a freight company, ***** Freight. The freight company could only schedule a delivery for March 17th, which was 11 business days, but I was ok to overlook the one day difference. I cancelled a few meetings for today so I could be home when the television was delivered. I was told my delivery would be 12 pm - 4 pm, so I called at approximately 3 pm when I had not heard anything from the freight company. I was told by the freight company that delivery was behind schedule and did I still want the television set to deliver that day, to which I said yes. At approximately 4:45 pm, I was called by ***** freight to state that the freight company had sent the television back to Vizio and they had no time table as to when a delivery could be made. It is Vizio's responsibility to honor their warranty on the product, and I have now been 15 days without a television that I paid $1500 for and NO ONE can answer me when this issue will fixed. I get the run around from Vizio pointing the finger at ***** freight saying that they will have to contact ***** freight and that is all that they can do. No answers, no solutions to when this will be fixed. I wasted a day off from work to wait on a television that was promised delivery only to get the run around. Vizio could care less about the issue or about me as a customer. They have my money and they are not taking my complaint seriously.

Desired Settlement: I want the television delivered to my house on Wednesday, March 18th. I also want/expect an additional year or two in service warranty on the television. I have no faith that the product that I bought will work as advertised - read their website, customer's first - that isn't even remotely the case. I have reviewed hundreds of complaints about Vizio and their customer service and their product. I want a functioning television that I spent my hard earned $1500 on, plus extended warranty for free.

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.

4/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a new Vizio E700I-B3 as our Christmas gift to ourselves. The TV started off great but after we connected it to the internet, approximately 3 days later Vizio forced an auto firmware update to it and the TV has not worked properly since then. The active LED zones now flicker on and off leaving the picture blotchy. The auto brightness no longer works correctly and will randomly grey out preventing use. The active LED zones will not stay off once you turn the TV off. They automatically come back on which is making the picture bad and now the TV picture has been shrinking and no longer fills up the entire screen. Things up against a light background now suffer from ghosting and image trailing. I would expect more from a 1400$ TV.

Desired Settlement: I would prefer Vizio send me an exchange unit where the LED zones work properly or fix my 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 VIZIO cannot fully investigate this complaint
without additional information from the customer.  VIZIO has informed
the customer that we need the information requested below but we have
not received it. VIZIO is requesting that the BBB contact the customer
and ask them to provide VIZIO with the following information:

 

(1)   Pictures of the purported issue with the
VIZIO Product



Again, VIZIO cannot further comment on this complaint without the above
referenced information from the customer.  At VIZIO, the quality of our
products is very important to us.  We rely on and appreciate product feedback
from our customers and encourage anyone who has questions about or
problems with our products to contact us at 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,

****** *****


Requested Info provided 3/29/15

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.

4/5/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a TVs and warranty, The TVs had a faulty stand and ended up falling and I was told my warranty does not cover it,But when purchased. I was told it covered everything

Desired Settlement: I would like my money refunded so I may purchase a different brand and would like the product and warranty polices to be reviewed

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. Non-manufacturing defects are not covered
under VIZIO’s warranty.  A copy of VIZIO’s warranty can be viewed online at
http://www.vizio.com/warranty.  In the interest of providing customer satisfaction
VIZIO has offered the customer a replacement VIZIO television at a discounted price. 
This is the only offer VIZIO is able to make at this time.



At VIZIO, the quality of our products is very important to us.  We rely on and appreciate
product feedback from our customers and encourage anyone who has questions about or
problems with our products to contact us at https://vizio.custhelp.com/ for information and
assistance.  



Sincerely,



VIZIO, Inc.

4/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 70 inch Vizio smart tv from Best Buy in August or September of 2013. I am to this day still making payments on the tv as that I haven't even had it two years. The screen has gone out. The tv will not turn on. This tv went straight from the store to my wall. It has never been moved. I have contacted Vizio about this problem and they refuse to do anything because the factory 1 year warranty is past. I am still having to pay for a television that doesn't even work. I have read numerous online complaints about Vizio products doing the same thing. It is not right that a televison of this price should stop working after a year. I realize the warranty is up. But this is not right.

Desired Settlement: I would like my money back for this poor quality 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 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.

4/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The Vizio E650i-A2 television that I purchased 6/24/13 with a 2 year Vizio warranty was advertized as "wi-fi ready", and in the Quick Start Guide on the first page of the section on internet apps, it directs connecting via Ethernet cable or wirelessly. Beginning in late 2014, it started hanging up while changing volume; maximizing volume, and becoming non-responsive to either remote or manual controls. When I called Vizio, they walked me through resetting it, and stated that the problem was caused by "file sharing" on my home wi-fi network. The 2nd or 3rd time I called, they sent a repairman who watch TV for 45 minutes and did nothing else. Since then I called 1/3/15, 1/9/15, 2/2/15, & 3/4/15, and each time was told that hanging up was caused by the operation of other devices [printers, PCs, tablets, phones, etc], and they would do nothing to honor their warranty. The last call 3/5 or 6/15, they walked me though updating the internet apps, but made it clear that it would continue to hang-up, and the only way to prevent that would be to turn off all the other wireless devices on my wi-fi network. The other devices generate wi-fi signals between themselves without any problems, which the Vizio TV also hears, and attempts to inappropriately respond to, due to poor Vizio design. As multiple devices on a wi-fi network are standard, Vizio, in claiming that their TV is wi-fi ready, is engaging in false advertizing. In refusing to do anything about their TVs problem with other devices on the network, they are refusing to honor their warranty. This is Vizio case *** ****.

Desired Settlement: It would be acceptable for them to fix the TV, were that in their competence to do, which is doubtful. It would also be acceptable to replace it with a similar model that is actually wi-fi ready, if they have any such. These are both doubtful; hence, a refund of the purchase price is the desired settlement.

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 probably resolve my complaint, when the proposed action is executed.

Visio has proposed to replace my malfunctioning TV with a refurbished equivalent model which resolves this issue "90% of the time." [their words].  Action has commenced to do this, and I have been notified by the carrier that they have the replacement item, though no delivery date has been established.

When the replacement item has been delivered, installed, and tested, I will be in a position to return and close out this action.  Until then, the BBB should leave this open.

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. 

4/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, In January 2010 I bought a vizio model vl420m on 3/27/15 there was a error on the screen that the TV does not support HDMI I call costco tech support andthey walked me through some steps to see if the problem can be cleared up it did not work so costco have vizio tech suppotr on the call. case number: 5629 vizio said it sounds like the motherboard is fried and the tv was out of warranty also told me that model was made a year and a half before i bought it said nothing they can do i should buy a new TV

Desired Settlement: i spent about $600 for a tv It should last more than 5 years and when a major part goes bad the manufacturer should make some effort to help there customer with a repair or a discount toward a new tv. based on comments from other vizio customers i would be surprise if vizio would do anything. Anything you can do will be appreciated

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 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.

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,

*** ****

4/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased two 70 inch tvs. One for me one for my father. My tv after a week of having it installed i noticed areas on the tv that had bad back lighting. I called vizio and they offered to replace the tv i agreed and they sent a new one. A month after having this new tv i noticed the same issue but in different spots. I called and they replaced the tv again at this point i was happy and my fathers tv had a red line spliting the screen. He called and vizio replaced it. I now have spots on my tv where the leds are dead or going bad or out of line somehow and contacted vizio. AGAIN they offered to replace it. It has now been a month since i have gotten an update. I called vizio when i didnt get a response or see an update on delivery from manna the delivery company. Vizio told me they have alotted manna 6-10 days to update so i would have to wait that time before vizio would reach out to mana to check in on it. I waited 12 days then decided to call mana myself, i was told there was an issue with pick up so it would be getting updated soon. 3 days later i call as i still have not seen any updates and mana said they had passed it off to the cloki group and i would need to contact them. Well i called and waited 24 hours to get a call back saying she is unaware whats going on with the tv and she would have to check on it and get back to me. It has been 3 days and still havent heard back from her. I called tonight and spoke with a very rude customer service member named hassan who was very hard to understand on the phone and very rude when i asked to speak with a supervisor. He placed me on hold multiple times to consult with a supervisor and told me it would be a very long hold time to speak with one. I said i would hold and he olaced me on hold for 20 minutes. When he came back he asked if he could have the number to thee cloki group that mana had provided me i gave it to him he came back 30 min later to say they closed 25min ago

Desired Settlement: When i spoke with the supervisor he asked what i wanted i told him i want to know what vizio was going to do to resolve this and he asked why i wanted compensation, I informed him i didnt want compensation i want a working tv with no issues so i can stop dealing with this. My desired outcome= the 70inch e-70-c3 tv i was promised in a prompt manner with a new warranty as if i purchased the tv effective the date i recieve the new tv. I would like a call and a sincere apology from vizio that i have been told its out of our hands and i need to chase down a subcontractors subcontractor.

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 been in contact with someone from Visio and the TV has been delivered. They have offered an extended warranty of 6 months which is less than asked for but agreed upon. The customer service from all associates is far from perfect and they were quite rude about the resolution. They attempted to just (forget) about the offer extended until asked for. 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,

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

3/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a HDTV from Vizio, model m3d421sr on NOV 21, 2011, and the warranty ended one year latter on Nov 21, 2012. It started having problems about 3 months before the warranty ended. I called vizio and they sent out a repairman who basically didn't do anything other than wiggle some wires. 3 months latter, it started doing the same color pixilation, and eventually would not even turn on. I called Vizio, and was told that they would not repair this TV since it was out of warranty. They told me to call an "authorized repair shop" who quoted me nearly $400 to repair a $600 tv. So I kept this TV in storage since then and basically forgot about it. But after reading online, this appears to be a common LEMON of a TV! Vizio seems to be very arrogant toward its customers, and refuses to acknowledge that they even have a problem with this series of TV's.

Desired Settlement: Spending $600 on a DOA TV is one thing, getting slapped in the face with a low 1 year warranty is another especially on a TV that they know is a Lemon. I don't want to get this repaired because I don't expect it to not go out again. I expect a completely new model TV, or a 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 2 years.  A copy of VIZIO’s warranty can be viewed
online at http://www.vizio.com/warranty. In the interest of providing
customer satisfaction VIZIO has offered the customer [a replacement
VIZIO television at a discounted price and our split cost 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In reference of complaint ********, While Vizio has responded to my complaint with what sounds like an offer, Vizio is very disingenuous in their offer for repair their product at nearly the full retail price, or the greater insult of offering to repair said product, but would not guarantee the repair. Basically they told me that I could pay them $99 toward the labor, but there was no way of knowing if this TV would not do this same issue. I also have a 24 inch Vizio TV that had similar issues, but thankfully I had bought a 2 year warranty through Walmart, and they have now repaired it 3 times for similar motherboard issues. To think that that issue wont occur again with my 42 inch would be irrational for any human being to assume, especially if they are not willing to guarantee the repair for a reasonable length of time.  VIZIO is obviously making shotty products, and should be ashamed of themselves. Judging from the other complaints on the internet, I am not the only person having these EXACT SAME ISSUES with the EXACT SAME MODEL NUMBERS. As far as I am concerned, this issue is not resolved until I get a 100% refund. Sorry but Vizio has proven that they are not a trustworthy company!  And if they read this, the 1 year warranty is ridiculous!  ALL TV's should have a 3 year STANDARD warranty! PERIOD!  I wonder how many more people are merely tossing their Vizio TV's and doing what I ended up doing.. I bought a Samsung! BBB please move this complaint to UNRESOLVED as I am considering just throwing my $600+ investment in the trash!
 
Sincerely Mr. ***** *****, ** *** ***** ******** ** *****, ************ cell.


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 and 4 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 split cost 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.

3/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer ****** ** *******VIZIO 24" LED TV E241-B1 HDTV Cost 159.89 + Tax 9.59 + 169.48 - 26.50 = $142.98 on MasterCard.I cannot secure TV stand to bottom of TV due to 4 holes to which the screws go in, do not fit. This also includes 2nd set of screws VIZIO sent to me. Also, 2 of 4 holes do not have inside threads, so only 2 screws, that do not fit even if they could, would secure the TV stand to TV. As a separate assembly process, manufactured threads are inserted into the 4 holes. Two manufactured threads were not inserted into 2 of the 4 holes. The TV will not stand safely in a vertical position and again the screws do not fit. VIZIO said I should take a picture of this condition for their viewing. It is to small and black in color to view. I would say VIZIO is aware of this problem occurring by workers during their assembly the TV. I should not be subject to this VIZIO action due to VIZIO negligence and faulty TV assembly. Before TV shipment by VIZIO, there was not any VIZIO quality control.

Desired Settlement: I bought this VIZIO TV through Dell's online site with free TV shipment. Dell is an authorized VIZIO seller and VIZIO handles all product problems by the customer. I bought this TV in good faith and I cannot use this TV due to a faulty assembly process. VIZIO should contact me and provide me a product return shipping label for return of this TV and upon problem validation, credit my MasterCard for $142.98. I cannot provide Dell Order No. as software says its SSN.

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:

Vizio customer service contacted me and provided me  a UPS return shipping label to return the VIZIO TV and will send me a new TV.  The TV is now in transit to VIZIO.  Should I have any problems with the new TV,  VIZIO did provide me a  customer service name and phone number for contact.

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 and thanks for your help in this matter.

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

3/19/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: my fiance purchased this TV for my special needs daughter to use in her room at his house when we visit ( no one else uses that room ) we visit 1 to 2 times a month for a weekend. TV started acting up at our 12/14 visit, when we returned in Jan 2015 it would not turn on. I called Vizio who had me go through some trouble shooting things, I was told that it had a catastrophic power board failure. I waited for someone from tech. to call me back after a couple weeks i tried to call back and was on hold for 30 minutes at a time, to which i started emailing. I was told i called on 2/7/2015 and said the TV was working ??? never happened... after a few emails going back and forth i was told the warranty had expired one month short of my 1st complaint and that i would have to pay $249 to get it fixed.... This is a TV that was maybe used 30 days and completely fails according to their represenative is just un satisfactory. Sad part is waiting to see what Vizio was going to do about this, we purchased another Vizio TV for my daughters room for our Feb. visit.

Desired Settlement: please repair or replace this barely used TV free of charge and look into the purchase date, my boyfriend could not find his original receipt, so Walmart printed us one with a purchase date of 12/19/2013 which is impossible beccause he put the TV in her room fall of 2014 before that his daughter lived there with her own TV

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 three
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 full courtesy repair at VIZIO’s
expense.  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,

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

3/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Using Vizio warranty for 50" TV, have not been able to even schedule an appointment to have my TV fixed. First call, told try to get someone to fix in couple days (before Super Bowl). Next call, the following week, told I was told incorrectly on first call and that it would take 4-6 days to get parts delivered and then I would be contacted for appt to fix. Next call, after time frame parts should have been delivered and I should have been contacted,Vizio couldn't help, they had sent the parts. Contacted their business partner (HGR) who said parts were in and technician would contact me. Couldn't say when technician would contact me, but wanted to know when I would be available. I told them I would be available Friday-Tuesday for call and get fixed. It is the following Wednesday, and technician never called. It has been 3 full weeks since first call and TV still not fixed. This type of service on a warranted product is attrocious. If Vizio and business partner cannot provide adequate/promised warranted service don't offer it.

Desired Settlement: I want this complaint on their record. I want them to provide the "award-winning support team" service touted in the Quick Start Guide. I want them to be sure their business partners are providing the promised service or fire them and get one that does. I had use of this TV for one month before it went out. I want compensation for the 3 weeks I have not had use of the product and for the efforts/frustration I have had to endure due to them and/or their business partners not meeting their commitments.

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 did speak with a Vizio representative who indicated they would talk with their second party provider as part of their contracted review process.  They (Vizio) believe that my complaint was handled under their warranty and I believe their warranty is part of the problem.  While they will review with their second party provider, it doesn't change anything about the time I was without the use of the product nor the frustration I had to deal with in trying to get the product fixed.  No compensation was offered by Vizio for that.  No promise that this would not happen again, only that I could call their supervisor directly if I had anymore problems.  Based on my experience with their warranty, I will not purchase a Visio product in the future nor would I recommend such to anyone.

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.

3/18/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
3/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought a 48" vizio HDTV from *** **** back in sept 2014. About a week ago I was watching tv and smelled something burning than I noticed a little smoke coming from bottom right corner of tv so I jumped up to unplug it and knocked it over scared it might catch the house on fire and that's what cracked the screen. All Vizio tech support kept telling me was it wasn't covered under warrenty because I knocked it over. My thing is it wouldn't have got knocked over if it didn't almost catch on fire inside the tv first. I accidently knocked it over when I seen the smoke. Something went wrong inside tv to start smoking resulting in it getting knocked over to unplug it. What was I supposed to do let it catch fire and burn down my house. I sent them pics of screen and the burnt spot. And then they offered me a smaller TV for more than what I paid for my bigger one. I'm a disabled vet with very little income. the number I called was ###-###-#### or ###-###-####

Desired Settlement: Repair or replace is all I want not trying to get money. I'm a disabled vet on a limited income

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 cannot fully investigate this complaint without
additional information from the customer. VIZIO has been unable to reach
the customer regarding this matter.  VIZIO is requesting that the BBB contact
the customer and ask them to provide VIZIO with the following information:

 (1)   Proof of purchase or receipt for the VIZIO
Product

(2)   Pictures of the purported issue with the
VIZIO Product

Again, VIZIO cannot further comment on this complaint without the above
referenced information from the customer. At VIZIO, the quality of our
products is very important to us.  We rely on and appreciate product
feedback from our customers and encourage anyone who has questions
about or problems with our products to contact us at
*************************** 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,  I have sent pics several times along with calls. I been in the hospital 3 or 4 days so no contact recently

***** ****



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 *****************************. 
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 *************************** for information and assistance.  



Sincerely,



VIZIO, Inc.

3/17/2015 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.

Consumer Response: I purchased a Vizio 65" 3D tv in September 2012. I paid full price $1800.00 for this tv which I thought was brand new and not defective. I purchased this tv online through same club and was not offered an option to purchase a warranty. About a year and a half after the purchase of this tv, a red line appeared from the top of the tv to the bottom on the left hand side of the screen. I immediately called viz. customer service. I did what the associate told me to, we tried trouble shooting which did not work, and then they asked me to email pictures of the screen to them. I sent the pictures, and was told I would be contacted by Vizio once they saw the pictures. I never heard from them. Finally a week later I decide to call them back and see if they received the email. Once talking to them the associate tells me yes they did receive them, but couldn't do anything for me, that I should just go buy another tv because it would cost more then the whole tv cost to repair the problem, which she said I would need a whole new panel. I was furious, this tv was a year and a half old, i paid full price for it, and now they are telling me too bad go buy another one or deal with the red line on the screen. I then went on this website and filed a complaint. I was contacted by a Marshall Todd at Vizio, who then told me since I didn't purchase a warranty they don't have to do anything for me. After arguing the problem with him, he then offered me another tv for $400. I told him I did not have the money at that time and he said no problem just call back when you are ready and they would accommodate me with another tv. This was back in november 2014. I have called him 3 times now, and left 3 messages, he will not return my phone calls. I want my tv without a red line on it. They had no problem taking my $1800.00 and letting me bring home a piece of garbage, and now will not honor what they offered me.

I want a replacement free of charge. I have been given the run around by these people from day 1. I have received no help, they have my $1800.00 and I have a defective item. And for them to tell me one thing and then not return my calls is very unprofessional.



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.

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,

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


I do not have the receipt. This company has done nothing to help me. They want more money after selling me a defective item. This is unacceptable. 

Consumer Response: I do not accept vizios offer. Originally I did accept their first offer of a replacement tv for 400$. I told ******** **** that I would call back once I got the money. When u tried calling him numerous times and left numerous voice messages for him to return my calls he never did. I finally had to file another complaint to even get a response from Vizio.  This time they called only because a complaint had been filed and told me the tv was no longer available. They could sell me a new model for 800$. I do not have that kind of money. And had they returned my calls my tv would have been available.  They have the worst customer service and seem to not care if they sell their customers defective merchandise for full price. I want a replacement tv I paid these people $1800.00 for a defective tv. I want what I paid for.

3/13/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a defective TV. I was originally promised an exchange where the company was going to send me a replacement television and I was going to send the defective one back. This exchange was cancelled without the company even notifying me. They then stated that I was only eligible for a repair and that I would have to send the TV to them and it would take 30 days to get it back. This was unacceptable and the company refused to honor their original promise.

Desired Settlement: I would like the company to honor their original promiss and exchange the defective 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 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
******************************  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.

3/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the ********* ** inch tv right before christmas in 2013. The tv stopped working after 1 year and 2 weeks of owning the tv. I called vizio and they refused to do anything but send a technician out to repair it for close to $500. I am not spending half the cost of a tv to have it repaired not knowing if it will last. I am very dissatisfied with the customer service of this company. I have purchased many vizio tvs and never had a problem. I will never buy another one and i will tell everyone i know never to buy a vizio. I know this doesnt bother vizio since they are the second largest tv seller in the US. It is wrong to pay over a thousand dollars for a tv and it barely last a year. Vizio had a recall of my model which the serial number fell right outside of. Multiple people I read on the internet have the same issue. Why doesn't vizio do anything.

Desired Settlement: I would like a replacement for the tv. To have a tv that long and for it to go bad is ridiculous.

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
6 months.  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
free of charge].  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.

3/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 4/14/2014 I purchased a 42" Vizio TV. On or around 8/1/2014 as I was cleaning the TV Stand I noticed that the television was dangerously wobbling. I inspected the television and noticed the actual stand the television was on was broken. I called Vizio and I was immediately informed that this particular model television had a defective stand and that they will send out a replacement stand asap. I asked if there was a recall and he said no. I expressed my deep concern because my children who are ages 1 and 3 utilize this television often and ANYTHING could have happened. After I ended the call with him and talked to my husband we both decided to request a replacement television because we did not trust a replacement stand for a stand that should have, but was not recalled. When I called back I was placed on hold and then disconnected. I then contacted Vizio via Facebook which resulted in an immediate reply. They agreed with me and decided to send me a new television. I received an email stating I should receive delivery of this replacement television on 8/15/2014. Well as of 9/9/2014 I have yet to receive my television or a phone call. So I again sent a message to Vizio through facebook. They told me that the freight company was now responsible and they will be calling me regarding delivery. Well 9/24/2014 I still had not heard anything from anyone and I again contacted Vizio through facebook. They again told me that someone from the freight company would call. They finally did and then decided that since I had so many problems they were going to upgrade my television as a courtesy. Well 2 weeks later is when I received the television. The television is a smart television and the Internet connection was not working. I had to call Vizio once again and they set me up for a replacement piece after troubleshooting for 45 minutes did not work. They sent the wrong part. Then requested the actual purchase receipt. After explaining, I am still waiting for my part on 2/5/15

Desired Settlement: An apology and whatever else they feel will rectify my continued horrible service.

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.

3/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 32' vizio tv in November of 2013. At the North Conway N.H. *******. The tv every 15 to 60 min will just shutdown. It will not turn on for 5 to 10 min. I called vizio and created a case # ******. After trying all the suggestions that the operator had asked me to try. My tv still shuts down. When asked about extended warranty and found out that my tv was past the 1 year my only option is to have a repair service at my expense. Come to my home to attempt to fix my tv. Estimated costs $180 and up. The cost of my tv is $250 brand new. And the vizio operator was perfectly fine with me purchasing a new tv from them. Because there is no further attempt for them to fix my personal problem. Even after I told them I would surly not be buying a vizio brand ever again. I'm just taken back that their good with there product failing after 1 and a half years of use. And that they don't feel as if they should make amends for there product.

Desired Settlement: I would like them to repair or replace my 1.5 year old tv.

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number10437017 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
4 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 [our split cost 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.

3/11/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 50" Vizio television in September 2014 from Sam's Club in Topeka Kansas. The television soon started having problems with the "Smart Apps". I contacted At&T (my internet provider) several times and also Vizio about the issue. Both companies did not want to own up to the issue and after a lot of trouble shooting the issue was narrowed down to the Vizio TV (after the 90 day return date to Sam's Club). After several more calls and complaints to Vizio they finally agreed to send a tech to work on the TV. They told me the tech would be coming to work on the TV within five business days. After five business days and no tech I called Vizio and they said "You have to understand that it could take up to 10 business days". Three weeks later the tech finally came, he replaced a part in the TV and made it worse. After making more calls to Vizio they said they would replace my brand new TV with a returned one. After several days of arguing with supervisors they agreed to put in a request to return the TV for a refund. I was told this would take up to three business days. I called Vizio on the third day to find out what was going on and got no where. The following day I called and was told they were still working on it that was when I told the supervisor that I will be filling a complaint with the BBB. That supervisor then told me he would be contacting the department himself to find out about the refund. A few hours later he called me to say that the refund was approved, so I didn't file the complaint. Vizio asked for the receipt for the TV, I supplied that and was told that I would be contacted to have the TV picked up within two days three days later and no contact I called Vizio again and they told me to contact their shipping company myself. After calling Manna (Vizio's shipping company) they said they haven't received the information from Vizio.

Desired Settlement: Return the defective TV, that is within warranty and they have tried to repair, for a 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 10434118. 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.

3/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio model# ******** TV from BestBuy online on 1/04/2015 .Vizio claims on that online ad that model #******** ** inch LED TV includes 120Hz refresh rate(does not say enhanced or effective) just 120Hz. In reality when you bring up the menu to system information on the TV it is actually 60Hz . I called Vizio and they tried to explain the backlighting brings the refresh rate to 120Hz. I am not satisfied with this explanation due to the fact this backlight enhanced refresh rate was not displayed in the specification section of the original advertisement, only on the product packaging when it arrived. I would not have purchased this 70 inch Vizio model with the minimum 60Hz refresh rate, I wanted minimum TRUE 120Hz. for gaming use. I feel that Vizio was not truthful in this matter. You can easily view the same ad at BestBuy online searching the Vizio model E700i-B3 and go to the specification option. I would also like to ad that the first identical model that arrived had a defect on the screen which Vizio exchanged. I am confident when I was in system information on the original screen defective TV to get the serial number for the return it had a true 120Hz. I feel Vizio has two different refresh rates for this same model and I now have the lower 60Hz. Not happy. For Vizio information my first case# ******* second case #****** Thank You very much. ******** *********

Desired Settlement: I want a 70 inch Vizio model with a true 120Hz refresh rate if they actually make them

Business Response: Dear Better Business Bureau Representative:



VIZIO, Inc. (“VIZIO”) is in receipt of the Better Business Bureau’s
(“BBB”) notice regarding complaint number 10432240. 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 would like to resolve this matter under the standard 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.

3/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased this 50in. class TV at walmart wich came with a 1 year product warranty. After about 6 months my original tv started to shut off randomly. I called Vizio on this matter and they replaced the TV. After I got the tv up and running we noticed that the smart apps on the tv was not working. Called Vizio back and they started the troubleshooting process. After failed attempts to get the apps to work vizo sent me another TV that when arrived was the worst ever, I Turned it on and there was a crack in the screen and the picture was unacceptable. At this point I no longer want or want to purchase another TV from Vizio so I asked for my money back and they Refused.

Desired Settlement: Complete Refund for Purchase.

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.


Regards,

***** ******

I do not want a smart TV that does not work. You keep sending me broken tvs under your so called warranty. I just want my money back so I can go buy a TV that not a Vizio. I am not happy with your product and your customer service. 

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 cannot fully investigate this complaint
without additional information from the customer. 
VIZIO has been unable to reach the customer regarding this matter. 

 

Again, VIZIO cannot further comment on this complaint without further
contact from the customer. 

At VIZIO, the quality of our products is very important to us. We rely on
and appreciate product feedback from our customers and encourage
anyone who has questions about or problems with our products to
contact us at https://vizio.custhelp.com/ for information and assistance.  



Sincerely,

VIZIO, Inc

3/10/2015 Problems with Product/Service | Complaint Details Unavailable
3/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Started in October of last year we called Vizio support about a faulty TV. We went through their support procedures and they decided that parts needed replacement. That got transferred to their HD repair center where we have had nothing but lie after lie. They said they were waiting on parts for about three weeks. We would be called and an appointment would be setup. After us calling several times with no tech ever answering we would just wait for their call. After a couple more weeks pass they tell us that they could contact us so the canceled the ticket and re purposed the part. We started the support process again and gave addition numbers. At this point it is January we keep calling and the part is on back order and we will be called to setup an appointment. The call never came and when we finally got in touch with them they said again no one could be reached and the canceled the ticket. This is just not possible. We are again starting a new ticket but have no faith this matter will ever be resolve and I expect them at any time to say sorry the warranty has expired.

Desired Settlement: I won't say I will be happy, at this point if it were repaired, but it might remove the sickening feeling I have for ever spending this much money on this brand of a TV.

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,

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

3/2/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the TV from Best Buy 5 weeks ago. 2 weeks ago a spot of Dead Pixels appeared and the TV started to have ghosting issues. The picture would freeze and then in the background the picture/sound of the show would continue on, this could only be cleared by turn the TV off and back on. However, the pixels are still dead. I sent information too VIZIO and they asked for pictures and we sent a video I took of the ghosting issue. They responded by telling my wife first that there was a bug on our TV screen. Treated her like she was stupid and then I contacted VIZIO a second time, and had the pictures reviewed again, and the video. The lady informed me that it was in fact a bug on our screen and that she would void the warranty. ( I have the conversation in writing). I asked about the video and she didn't really respond to it. The TV comes with a 1 year parts/labor warranty. I bought the Vizio M-Series because of the great reviews on the product. I've never had an issue like this with any of my cheap TV's that I've had for years. I was informed that my coax cable was probably bent - causing the ghosting issue. I was informed that bad cable provider - causing the ghosting issue. The warranty states it all manufacturer defect.

Desired Settlement: I would like for VIZIO to replace the product. I purchased this TV to replace the one I have and I got rid of the old TV. If I have to ship it off to a repair facility my family wont have a TV to watch or anything until it returns. This could be a short time, or a long time depending upon the necessary repairs. I don't see why there is a need for me to pay for shipping. If you believe in your product for a full year warranty parts/labor, then you should be willing to pay for the necessary shipping to your facility to repair the defect. I can take it to the store (Best Buy) and you can have their technicians verify the dead pixels, and if you want to see the video of the ghosting I would be glad to resend it to you. BUT to be fair to me, I would like a replacement from the store and you can receive your defective TV back and find out what went wrong, and hopefully improve your product so that in the future you wont have to deal with manufacturer defects.

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:

Vizio has went forward with a response to replace the TV under their warranty guidelines.  I have received the new product and am satisfied with Vizio's response.  Thank you for the help.  This issue has been resolved, and I am satisfied. 

Regards,

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

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an expensive TV about 1 year ago. A 70 inch, Vizio Model E701i-A3, serial No ***************. This TV lost video. I contacted Vizio who referred me to repair the TV. The repair service came out, charged me 225 and told me the entire panel is broken (screen itself). This is not repairable and was told as the representative of Vizio, it could not be replaced. I would have to just buy another TV. Vizio tells me, despite a recall on this TV for the same problems, that my Serial No is not with in the range of their recall. And that some electrical devices break down like this and since I am outside of the 1 year warranty by 1 week, there is nothing that they can do to assist me.

Desired Settlement: I would like to see some attempt at customer service in either a replacement or a refund. I do not believe anyone going to by a $1500 TV expects for it to last 1 year and 1 week. FYI, my last TV lasted over 7 years and the one before lasted 13 years.

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
6 months. 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 free of charge to assist the customer with replacing 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 *************************** for information and assistance.  



Sincerely,



VIZIO, Inc.

2/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Yes I bought a VIZIO 55" CLASS 1080P 240HZ SMART LED HDTV vizio gave me the run around for a while on repairiong motion blue it was going to take 2 months for a part to come in they sent me a tv monitor only replacement refurb NON NEW which I hate and it is just as bad and I have to turn it to the darkest levels for this tv to not have any motion blur is just a bad lemon of a product they have made they claim a true 240 hz refresh rate a motion blur stop and non of it works correctly.

Desired Settlement: Ethier a tv that has no motion blur /upgrade of the tv or a refund of the price I paid for this defective product. I will go next to consumer protection , media, and social media again, then attorney general , then private attorney for small claims court for the sure principal of the matter.

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
*****************************. 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 *************************** 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 solution is to provide me a larger tv with the same inner working VA panel that suffers from INPUT LAG so I am awaiting delivery of this item and verification that I will not have the same experience with the same series of tv. Until then I will consider this unresolved and ongoing. 

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
*****************************. VIZIO has contacted this customer
and agreed to send the customer a replacement unit 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 *************************** 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.

[Due to the fact I have not recieved a replacement device that works correctly and is of any use to me as of yet also I am not closing out this issue till I get a unit worth the two no call no show delieverys that waisted a day away from work and 80.00 for a person to be there a 2nd time I need an upgrade at this point or a refund of my money spent.

I do have two emails confirming delievery but no one ever showed up on ethier day and this replacement is still in California.]

Regards,

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



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.

Still is making the same motion blurr suggested they upgrade the seris to 960 clear motion tv so that have highest refresh rate. also this is making me want to go to arbitration over tv order and fix until the tv is corrected or replaced I will not close out

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
*****************************. VIZIO has contacted this customer
and would like to resolve this matter under the standard terms of
VIZIO’s warranty by offering the customer [an on-site diagnostics.]
however, the customer is unwilling to accept this offer and schedule a
diagnostics.  If the customer changes their mind and would like to
accept our offer VIZIO requests that the customer contact VIZIO’s
customer service department. 

 

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.  



Sincerely,

VIZIO, Inc.

2/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio tv from Walmart 4 months ago. The model number of the tv is vizio****-**. The serial number of the tv is***************. The tv seemed wobbly from the first day I bought it. Yesterday I discovered a crack in the stand/base which supports the tv. I contacted Vizio today (1/16/2015) at *********-**** to have the stand replaced. I spoke to a representative name **** in the ******** call center. He told me they were out of stock of that stand and I should buy a used one off Ebay. I requested that **** order me a stand and when they get them in stock to send me one. I told him I was not in a hurry and I could wait. He said there was nothing he could do for me. The case number he gave me was*******.

Desired Settlement: I would like my stand replaced free of charge. If Vizio is unable to provide a replacement then I would like to receive payment so I can buy a stand from a third party. 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 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 has offered the customer 
[a replacement stand free of charge]. 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.

2/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ***** *******, on Dec 24-2014 purchased a 50 inch television from Vizio In Tesla, Irvine Ca. First of all, I was never told by The vizio office that the television delivery would be conducted by a different company called *****. Never herd of it. Was never told that because of the holidays the delivery will be done in 10 business days not including the holidays days. Today is January 14 , the television was payed in full including $97.00 for shipping, and I have not receive the product purchased. On Dec 29 I received an e-mail from Vizio, saying your television is on the way, please check your tracking to see where your product is. When you try to open the site, it will not open. Called the Vizio office, was connected to Utah, Indiana, Minnesota, California. with people that had no idea how disappointed I was with Vizio. All of the operators would say to me to Call ***** the distributing and shipping company hired by Vizio. Once you are on the phone with *****, you are on the phone for an average of minimum one hr. you get tired of waiting, you live you phone number to be on line for the call back, you do not receive the call back for at least 3-4 hrs. I was told by ***** That the deliver of the television on January 9 by their trucking company would be between 8am to noon. I called THe office in Phoenix, not aware of any delivery, and told me that the product was on route. On route from where, the tv was in Phoenix already on the 9. I was told that he **** ? will call the ***** office and call me back, never did. I called **** this afternoon no answer. Called once again Vizio and told them of the disappointment on their part and ***** employed by Vizio office. I was told by Vizio Office that They will place a call to ***** to call me, and by the way the tv delivery was scheduled between 11 and 4 jan 14 pm and not 8 to noon as previously told. when I called one hr later I was told the delivery was scheduled until 5 pm on the 14. Pretty bad pratice.

Desired Settlement: Up to them. I want my money back for sure.

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. 

2/9/2015 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

hi, they come out to repair my tv,put they put a motherboard in it for a 60 in tv not a 70 in like i have and what was in it before they came out.it shows a different model number and serial number it shows 60 in stats in the tv info.and it says dtv not hdtv.they tell me the parts are interchangeable,but why not put the right part in for a 70 in tv.the guy that came out to fix our tv told us his next job would be easier it was a 60 in tv,so i think he put there part in our tv and ours in there tv.i contacted vizio to let them know they tell me there is nothing they can do.i told them if they sent the guy back out to put the 70 in part in i would be very happy.i did not pay for a tv that shows 60 tv stats.it had the right stats before they came out so it should have the same stats now.they make a motherboard for that tv with the right stats. if you want to call my number is ************ thanks *** *******





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.

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 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:

HI,JUST LETTING YOU KNOW THE PROBLEM HAS BEEN RESOLVED. THANK YOU SO MUCH FOR YOUR HELP. THEY SENT OUT A BRAND NEW TV WITH A YEAR WARRANTY ON IT. THANKS  AGAIN ***

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.

 

2/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May 5, 2014, I purchased a VIzio TV from Sam's Club. Within 6 months, it lost sound. TV was used perhaps 40 hours in total over the 6 months. I called Tech support and was directed to perform several functions to the TV. While doing so, the TV lost it's picture. Tech (******) said: "that's not good, we'll probably have to replace the unit". She told me to photocopy my proof of purchase, take pictures of the TV while it was on and off, and email to them. I called back a few days later, spoke with Isaac and asked where to send email. He gave me the address, and I submitted it on 12/18. I received no response, so emailed it again on 12/20. No response, so I called on 12/22 and spoke with another Tech but failed to record her name. After discussing the details again, she placed me on hold for several minutes while conferring with her supervisor. She came back, said they would replace the TV, ship it to me, and they would send me a shipping label and box to send back the broken set, postage paid by Vizio. I received nothing. On 1/12, I called again and spoke to ****. He told me that there was nothing in the notes indicating that I was getting a replacement. It did show that I was to be sent a shipping label but nothing else. The shipping label had never been sent, and I was never contacted by Vizio at any time during this process. **** stated that I needed to send back the set at my expense, and if it couldn't be fixed, then it would be replaced. I told him this is not what I was told by any of the previous Techs I spoke to and he didn't appear to care. His demeanor was flippant, which angered me. I told him that garbage belongs in the trash, and I guess you get what you pay for. I told him that I would be posting negative feedback about my experiences with customer service and the poor quality of Vizio merchandise. He said: "That's your choice". I'd like to think CEO ******* ***** expects more from his merchandize and employees.

Desired Settlement: I was told the unit would be replaced and the old unit would be returned to Vizio at their expense. I would like them to honor what their employee's told me with a replacement, or issue me a refund. I do not want to speak with any individual not authorized to make decisions. I'm tired of dealing with incompetency, rudeness, or living with inferior merchandise.

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,

***** ******

1/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vizio smart tv and it did not come with a smart tv remote (with the keyboard). I called vizio and they advised me that it did not come with one. I asked if they would send me one free of charge because I was disappointed buying a new smart tv and it did not come with in. They said they don't normally do that. I understood and asked if they would make a exception for customer satisfaction. The customer service rep asked his manager and they said they would send me one. I was really happy and surprised, even wrote sent in a good survey about it. I few weeks passed by and no remote. I emailed them, they told me I need to call in. When I did, they read off the notes and in the notes it said nothing about sending a remote free of charge. I asked if I can talk to a manager, he basically told me that they were not going to send one, and they would not honor what there customer service rep said or what the supervisor said on the previous call. I am really surprised, especially after hearing that vizio and award winning customer service.

Desired Settlement: I would like the smart tv remote with a keyboard that I was promised.

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,

Shawn *******

1/28/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Recieved a 40 inch hdtv as a gift for Christmas, did not work right out of the box, after much trouble shooting. Called Vizio on Dec. 28th. They also did trouble shooting and said the T.V. needed to be replaced. We would recieve the new one within 7-10 business days. They sent tracking info, which when we check on it, no tracking info has been entered. Called them on Jan 7th or 8th and the customer service rep was rude, said it's only been 2 business days. I said not from Dec 28th. He said they have the full 10 days to do this. Told him we were told we would recieve a replacement T.V. within 7-10 business days, he informed me the 10 business days were not up. I called again on Jan 11th, still no tracking info, and the rep said we will get back to you in 24-48 hours. Told him if I didn't hear, I would report this, he said they have up to 48 hrs. Told him this is very bad customer service. Still no tracking info, and no one has gotten back to us. We have a brand new, non working T.V., that isn't a priority to Vizio.

Desired Settlement: Want this T.V. replaced ASAP!!!! Don't want excuses, the warrenty is almost a month old, and no replacement. Sick and tired of the run around.

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,

**** *******

1/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 60" Vizio TV, model E607i-A3E was purchased from Walmart on 11/13. TV was not set up till 11/14 - three weeks prior to warranty expeiration, right away ran into problem where TV would go dark with loud noice, this was reported to Vizio right away, they ran diagnostic and we were asked to call again when it happens, we were told as long as the the same problems persist they would take care of it up to 90 days after the inital report. Over next two months initial problem persisted and each time this was reported to vizio, each time diagnostics, resetting etc was done, problems that were obvious and reported to Vizio when under warranty, they failed to take care of it, problem still persist and they misinformed me through out the long process, they refused to release the transcript related to phone calls, in two months atelast 7-8 calls were made, at one point they agreed and set up serviceman to come home and fix the problem only to call back to cancel saying their case stays open only for 30 days not 90 days as initially we were informed, there were at least 3 calls that were made with the same issue within that 30 days window if that was the true window they could have informed correctly and they had plenty of opportunity to take care of the problem

Desired Settlement: Fix the problem clean up your business practices related to warranty

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 month.  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  full courtesy
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.

1/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On the Vizio website It clearly states that the model of bluray player I purchased, the ****** will receive updates. there is no time limit and no effective date. My player has not received a single update and the firmware is the same that came with the player when I bought it 2 years ago. now it will not play newer 3d bluray disks, and Vizio says that they never offered any updates. here is the website where they say they will offer updates: https://answers.vizio.com/hc/en-us/articles/200549564-Blu-ray-Firmware-Updates and here is the text of a chat session I had with Vizio about this issue: Me: I have a vizio ****** 3d bluray player. It will not play the brand new 3d bluray dawn of the planet of the apes. it has pkg_dvd_3_3_36_vbr_40_44 with a date of mar 6, 2012. is this the latest firmware? I have tried to have the unit plugged into the network and it does not auto update, and there is no online file location for the latest firmware. I will wait *******: We are currently very busy, I apologize for the inconvenience. We will be with you shortly. Unfortunately our blu-ray players are no longer receiving updates. The software has updated within the newer blu-ray discs since your blu-ray player was manufactured to combat blu-ray piracy. Older blu-rays will still play, but unfortunately it will not be able to play the latest blu-rays. Me: wow that is a terrible answer I paid money for this unit and you are telling me that too bad? *******: This is part of the lifecycle of electronics unfortunately. Newer software comes out and the older hardware is not able to work with the newer software. Me: I work in a data center, life cycle electronics mean nothing, a 2 year life cycle is not industry standard, *******: I'm sorry that we were unable to provide you with an update for your blu-ray player. Do you have any other questions for me at this time?

Desired Settlement: I would like Vizio to either provide the updates that their website currently advertises about this particular model, or to send me a newer model 3d bluray player, or finally to offer a 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 product 
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 VIZIO
stream player 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.

1/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My 60 inch smart television stop working after years it was purchased by my now husband from ******* I contacted ******* and Vizio and neither parties are able to help me. Vizio want me to keep powering the television down or pay 375 to get it repaired ******* can't help at all. In my opinion because of the cost if the television and the length of the time someone should be a little more considering of the consumer who is stuck with the product. My reference number from Vizio is or my house number please help me get to the bottom of this

Desired Settlement: Just to get my tv repaired

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 5 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 full courtesy 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: Recently I contacted the BBC in reference to my 60 vizio smart television that was purchased 2 years ago the tv is just out of warranty and stop working.vizio contacted me after I filed the complaint and sent a technician out on Dec 9 2014 to repair the television after replacing parts the technician stated that the television is not able to be repaired because something is wrong with the main system After receiving this information I contacted Josie the vizio rep who contacted me after the complaint and she stated that at this time she is aware of the problem and the only thing vizio can do at this time is offer me a tv for 600 dollars a new version of my television.I did not except this offer because my television is broken because of default from the maker not because f damage on my behalf vizio should take full responsibility of the product. And why should I put out more money for a product that might have the same problem.
 
replace the television and I will purchase the ext warranty



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 6 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 full courtesy repair 
service to assist the customer with the repair of their VIZIO product and a
discount on  replacement TV. 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 is the third time that I have filed a complaint against vizio about my defective television that was purchased two years ago from ******* the television just stopped working due to a power issue that vizio is not taking full responsibility for. I am not the maker of the product I am the displeased consumer who purchased the product. Can someone please contact vizio and ask them for a written response to why they are not taking responsibility for the product. Mr. ****** from vizio's corporate office stated that it would be unfair to replace my out of warranty television because of a power issue, because it would not be fair to people with warranties and it could cause them to be sued.

I would like my television to be replaced with a new one.

Regards,

***** ******



1/21/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I am both a Military Retiree, and a DOD Civilian Employee. I purchased my smart TV through Costco in San Diego, CA on 9/12/2014 approx. 3.5 months ago so I am still under the manufacturers warranty of 2 years. My claim number through Vizio is *******. I also have a Costco claim number if needed. After speaking to Costco, and working through all of the trouble shooting techniques I was referred to Vizio for resolution. I uploaded photos as requested by Vizio, and after review by the Customer Service Representative (CSR) ****** #***** told me that Vizio would replace it. However, later in the conversation that changed, and was denied by a Supervisor. When I asked why I had received two completely different answers; I only received an response that Vizio could not help me any longer and that I had to take up my issue with Costco. The CSR told me that physical damage may have been caused to the TV because there was a diagonal line on the screen. However, that is not the case. I did not drop or damage this TV in any way. I simply turned the TV onto its side to detach the base so I could finally hang it on the wall. Once I hung the TV on the wall, and turned the power back on both horizontal, vertical, and the diagonal line appeared. I would think that if I would have dropped the TV while hanging it then more damage would have been caused to the TV (e.g. longer diagonal lines, more visible cracks both internal and external, etc.). Costco can not help me. This is a Vizio issue that I would like for them to resolve.

Desired Settlement: Request Vizio repair or replace this TV, and honor the warranty agreement. Also request for someone at Vizio to review the case files for this TV series or model to see if there is a pattern for repairs, or complaints of this same nature from other consumers. I am definitely not happy with the service that I have received thus far, and seeking resolution to this matter. Thanks.

Consumer Response: Today I moved my other Vizio Smart TV from the bedroom to the living room.  I hung this TV on the same wall, and removed the console stanchion from the bottom of the TV in the same manner as I did the other one.  Of course I used more caution in doing so this time because I didn't want two broken TV's in the house, but I clearly used the same technique (i.e. setting the TV on the carpet and turning it over onto its side to detach the bottom, then hanging it on the wall).  Attached are the photos with no visible issue or problems (e.g. no horizontal, vertical, or diagonal lines) on this one.  

If Vizio will not replace my broken TV then is it possible to correct the horizontal and vertical lines on it which are under warranty, but not the diagonal line?  At least that would clear up most of the picture that I cannot see now.  If this is still not acceptable to Vizio then what is the out of pocket cost to me to have Vizio repair this TV out of warranty?  I want to compared the cost of repairing it vice buying a new one. 

I want to get this problem resolved ASAP either through Vizio or not.

Thanks,
****   

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. The pictures sent to VIZIO by the customer
clearly show an impact point on the television.  Please note that
VIZIO’s televisions have a thick plastic exterior in front of the true 
panel glass.  Upon impact the thick plastic exterior will typically not 
break, but the interior panel glass will be damaged. The pictures sent
to VIZIO are enclosed for your review. VIZIO’s warranty may be
reviewed 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.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that reducing the cost of an refurbished television for purchase and installation by Vizio would be satisfactory to me.  Vizio hauled away my damaged television today, and installed the refurbished one that I purchased at a reduced price so I considered this complaint resolved.

Regards,

**** *****

1/21/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We bought a new VIZIO television from Best Buy on Oct. 25, 2014. We began using it on Dec. 6, 2014. It did not work properly (powered down at random, screen fuzzy, speakers popping, etc.). We called VIZIO, and they told us it was a cable issue. We had our cable company out to look at the system on three separate occasions, and they finally determined that it was a problem with the television and not the cable. When we called VIZIO on Jan. 2, 2015 to have the item replaced, because it still fell under warranty, they told us they could not replace it with a new item, only a re-certified television. We were told this "like new" television would arrive to us in 5-10 business days. On Jan. 6, 2015, we were contacted by VIZIO, who informed us that our item would not arrive until Jan. 19, at the earliest. We were also told that our item could not be delivered on the weekends, just the weekdays, and that one of us would have to be home to sign for it. This is impossible, due to our work schedules. We reached out to VIZIO numerous times to have this resolved, and we did not receive any helpful responses (and sometimes no responses at all). We finally did hear from VIZIO yesterday, and a manager promised to return our call that same afternoon with a weekend delivery solution (still a re-certified TV). Unfortunately, no one from VIZIO ever returned our call to resolve the matter.

Desired Settlement: At this point, we are attempting to return the product to Best Buy for a store credit that is likely to be less than the amount that we paid for the television. I would like for VIZIO to reimburse us for any difference between the cost we paid for the television and the amount of the Best Buy refund; OR, if Best Buy chooses not to refund our purchase, I would like VIZIO to refund us the full amount.

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 would like to resolve this matter under the standard terms of
VIZIO’s warranty by offering the customer [replacement unit]
however, the customer is unwilling to accept this offer. The
customer has found other means of handling the situation and no
longer needs service from VIZIO.

                                                                                                                                                    

At VIZIO, the quality of our products is very important to us. We
rely on and appreciate product feedback from our customers and
encourage anyone who has questions about or problems with our
products to contact us at https://vizio.custhelp.com/ for information
and assistance.  



Sincerely,

VIZIO, Inc.

Consumer Response:

 

Better Business Bureau:

I was able to resolve this complaint through the retailer (Best Buy), even though it was not their responsibility, since Vizio would not resolve it for us. 

Thank you for your assistance.

Regards,

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

1/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 50" Smart Television direct from Vizio online and I had a horrible time getting a tracking number for my order in fact I was hung up on trying to do this then once I get the television home and paid for installation I find out it is "not downloading" so I call Customer Service and the person was very aggressive iin telling me that it was because of my router placement not the tv. So, I go get a WiFi extender and get it hooked up and everything is working perfect until I again try connecting to "Netflix" so I again call customer service who tries yet again to put the blame on me but I take a stronger stance and the representative for vizio stated "yeah, we have been having a lot of issues with our tvs connecting to Comcast routers so if there is any way you could just hook the tv straight to the router for 48hrs that may help" Remember I have paid to have this installed and now they are asking me to take it down. So I stay on the phone for over an hour trying to get things fixed and in doing everything the Rep told me nothing works and he asked me to reset my modem and I told him that in doing so would cut our connection and if he had my phone number (he verified the number he has on file) and that if disconnected he would call me back and 4 hours later no call. So, Vizio reps have admitted that there are some issues but are trying to make me the consumer have additional costs because their product is not performing as promised so not only have I lost a day of work I now have to miss another day so that I can get a technician to come in and correct all the issues from doing what the Vizio Rep told me to do. I simply want my television to work as promised.

Desired Settlement: I just want my TV to perform as promised and my network fixed from their tech screwing it up. I have missed enough work over this and people wonder why customer service get's outsourced well just deal with Vizio and you will understand.

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,

****** *****

1/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In Feb of 2013 I purchased a 42' Vizio Television from a local Wal-Mart store that is located about a block from where I live. For the first 8-9 months the t.v worked just fine but as time when on and as the year approached, I noticed that there was a longer delay when I powered the t.v on. About 2-3 months after that, which was around April-May of 2014, I turned my t.v on and there was a white line (about 5-6 inches wide) going down the center of the t.v, which covered parts of the picture when it was on. About a month and a half later, a tried to turn the t.v on and it would not come on. Initially, I thought there was a problem with my wall outlet/surge protector or a technical problem with my cable box. I tried everything possible to figure out why the t.v just stopped working all of a sudden (i.e. called my cable provider, unplugged everything from the t.v, plugged the t.v into another wall outlet in my home, contacted Vizio's tech dept-but no explanation from them). With the almost immediate progression from the white line to the t.v not coming on at all, I knew that there was an internal defect in the t.v when I purchased it. I contacted Vizio on four different occasions (first-about the white line, next-about the t.v not coming on at all, then the last two times-about them replacing the t.v due to the defect that it had when I purchased it). The t.v has never been dropped or handled inappropriately, no water damage, nothing-it actually looks smack brand new, no scratches or bruises. I have two other Vizio t.v's that I've purchased, one I've had no problems with but the other, which is a 32' was swapped before the one year warranty expired because the original 32' purchased had a volume issue. Since I've swapped it, I've had no problems. What is very frustrating to me is the fact that Vizio will not correct their error and defect. They want me, the consumer, to pay for their error.

Desired Settlement: What I want is for Vizio to correct their error and to uphold good and sound business practices. I am tired of them getting away with charging customers for their defects. I'm not sure what type of manufacturing process they employ, but its certainly not one that takes the necessary precautions to ensure that they are putting nothing less than quality on the shelves. They need to spend more time and effort on product testing and inspection before shipping and selling their products to customers. It would actually be more cost effective for them if they were to catch the defects before it leaves their production warehouses, otherwise defect costs are passed on to customers. This complaint is not just for me and my experience with Vizio and its products, it's much broader than that. This is about thousands of other consumers who have had the same problem that I've experienced but have had to pay for what Vizio fails to do, TEST AND INSPECT ITS PRODUCTS.

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
10 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]. 
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.

[I am dissatisfied with this proposed offer due to the following reasons: (1) The offer does not correct the company's error, which is to simply repair the television (2) The company is once again asking me, the consumer, to pay for a defect that I did not cause.  (3) ******** ****, Vizio's resolution manager, did not keep his promise, which should have been two proposed actions to resolve the matter. (4) I am not asking Vizio to sale me a television, I am ONLY asking for a repair.

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 10 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]. 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.

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 70" Vizio TV (Model: M701DA3R) on September 4, 2013 for $2,000. This TV was handled with care and mounted to my wall by a professional. October 1, 2014 the TV stopped working. I had to pay Geek Squad to come diagnose the issue. They recommended to replace two parts which they put on order with Vizio. The parts were on back order and we were promised they would arrive week after week....6 weeks later the parts arrived. Now we have not had a TV working in our family room for almost 2 months. Geek squad came out to replace the parts...only to find out that those parts were not the issue (power board, and something else). They advised i order the T-Con board from Vizparts. I paid $200 to have this part shipped immediately. Geek squad returned and put in new part only to realize that it did not solve the problem. The PANEL is completely bad! One month after our warranty expired. I also have another vizio flat screen upstairs that I am very concerned about as well since it seems to be a quality issue. Now my year old 70" TV is complete trash and Vizio will not do anything about this. Not only am I throwing away $2000, but also threw away the monies I spent on professionals trying to fix it, and the extra parts. I highly do not recommend Vizio or their products. What a horrible experience.

Desired Settlement: I would like all my monies covered spent into diagnosing the TV ($300) along with a Vizio credit so I may purchase a new TV or equal or greater value.

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 4 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]. 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.

1/9/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 60 inch Vizio from ******* ** ******** Ohio on May, 27, 2014. I called Vizio customer service on September 24, 2014 stating that the remote controller stopped working. Vizio sent a new remote. I received the remote on September, 30th, 2014. This remote also did not work. Vizio support had me go through several steps to try to resolve this issue. Nothing worked. I even informed the customer service that I had a remote from another Vizio tv that also did not work. So Vizio setup a service call. The technician was 1 1/2 hrs. past the latest time he was supposed to arrive at our house. So a good part of the day wasted waiting. The technician replaced almost everything on the tv but it still wasn't working properly. The technician stated he would put in an overnight request for a sensor part. After not hearing from the technician within a week I called him. The technician stated that Vizio had sent him the same parts he already replaced and would have to put in another order. I then proceeded to call customer service and ask why the wrong parts were sent. I was told that they were the right parts and if replacing them didn't work then the technician would have to a failed repair. I then called the technician and passed on the information. After several back and forth calls I had to send pictures. I called Vizio a few days later to follow up and was told I was being sent a "re-certified" tv. I am livid. My tv is not even 5 months old and I am getting a "re-certified"! I read my warranty and it states, " If a product covered by this warranty is determined to be defected within the warranty period, Vizio will either repair or replace the product at its sole option and discretion". No where does it state I would receive a "re-certified". Also, in limitations and exclusions it states products sold as is or Factory Recertified would not be covered. I feel I should receive a new tv not a "re-certified".

Desired Settlement: My desired settlement would be a new 60 inch tv not "re-certified" or my full refund for the Vizio tv.

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 ar
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.

We are currently trying to resolve this issue.  Vizio has stated that they will refund my money however this has not been completed yet. I just received a box to send the tv back but was unable to talk to anyone to get further instructions.  I will keep bbb posted on the end result.  So I can't at this time say that the issue is resolved.


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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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


Vizio just picked up the tv on a Thurs. November, 20, 2014.  The company that Vizio used scheduled a pick up for Wednesday, November 19, 2014 between 12:00 p.m. and 4:00 p.m.  When no one arrived by 5:20 p.m.  I called and " Oh I am sorry there was a mistake, you aren't scheduled until tomorrow."  I really want to keep this case open until I actually receive my refund. Since as you can see there have been many mistakes made.

Thank you,
******* L ********

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 stated that my refund check is in the mail, but as of the end of today I have not received it yet.

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,

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

1/9/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio 55" TV on November 8, 2013. On September 9, 2014, the bottom half of the TV screen went black, with the top half being very bright. I called Vizio and they sent out a replacement that I received on Sept 23, 2014. The replacement TV was "refurbished" and had a terrible picture. I called Vizio several times to complain (Case #*******) to no avail. Finally, on Dec 18, 2014 the TV started turning itself off, then back on several minutes later. I called Vizio and they stated that the replacement TV I received had a 90 day warranty, but that the 90 warranty was from when the original trouble ticket was opened (sept 9) NOT the day I actually received the TV (sept 23rd). I am totally disgusted and frustrated with this company! I JUST WANT A TV THAT WORKS!!!

Desired Settlement: I JUST WANT A TV THAT WORKS!!! I want Vizio to replace this god awful "refurbished" TV with one that actually works and does NOT have a terrible picture. Either that or refund my original purchase price and I'll take my business elsewhere!!

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.

1/9/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 65" vizio smart television on 11/27/2014 at Wal-mart wgen I got home and turned the tv on I realized there was a big halo on the screen. The next day I called Vizio and I was told to send pictures of the issue. I emailed them pictures of the screen and called them back and they said that they would send me a new tv to replace the defective one bya third party "white glove service". That someone would come in box up the old one and unbox the new one. After 2 1/2 weeks I called to ask where the tv was, the man on the phone was extremely rude, argumentative, and unapologetic. He told me that it was 7-10 days for the third party company to receive it not for it to actually be delivered in that time. When I explained to him that was not what I was told he proceeded to tell me I must have misunderstood and argued with me about the information I KNOW I was told. I just told him I would NO LONGER shop at Vizio ever because of the way he spoke to me. These are high ticket items I was really hoping to have before Christmas, guess NOT!

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.

1/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a TV in Maybrand new from Vizio and a few days ago while we were watching TV to big round circlesappeared on theTVand I was hooking up the the cables to the coax connection the coax connection fell off in my hand I was using a cable box with a USB cord to watch TV I called Vizio because it was under warranty the first time I called the lady said she would replace it and I got a call yesterday and they said they would not replace itI sent them pictures of it and they said that this kind of thing does not happen

Desired Settlement: I want it exchanged for a new one I spent a good bit of money on the TV that is messed up and is under warranty

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. The
pictures sent to VIZIO by the customer clearly show an impact point on the
television. Please note that VIZIO’s televisions have a thick plastic exterior in
front of the true panel glass.  Upon impact the thick plastic exterior will typically
not break, but the interior panel glass will be damaged. The pictures sent to VIZIO
are enclosed for your review. VIZIO’s warranty may be reviewed 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.

1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a e701i-a3 in June of 2013. The tv has developed "white spots" in the lower half of the t.v. The "white spot" issue is very, very prevalent. Unfortunately my 1 year warranty is up but this t.v needs to be recalled. This is my first Vizio I purchased and I will not purchase another. A t.v should be able to last more than 17 months. All you have to do is Google search "Vizio E701i a-3 white spot" and wallah! This t.v needs to be recalled!

Desired Settlement: The "white spot" issue is very, very prevalent. and this t.v needs to be recalled. I would like to have this t.v fixed so I can actually watch it without being distracted by 20 white spots on the lower portion of the screen.

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 6 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 free of charage]. 
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.

12/24/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio TV, Model # *******, on 11/29/13, from Sams Club. One Saturday night, my husband and I finished watching a movie, when I changed the channel to Netflix, and a large black and white spot, in the top right third of our TV appeared out of nowhere! I thought Netflix was pixelating, so turned the TV off and on again. But it was still there, but now, vertical colored lines were running down the length of the TV, and the picture was twitching. I called Vizio on Monday, and Vizio asked I send photos of TV, via an Email link, so they could see them, stating, Vizio would get back to me in 72 hours. During my wait, I Googled, Vizio & Cracked screen, and was horrified to find hundreds of complaints, of Vizio screens spontaneously cracking, with Vizio refusing to cover the TVs, accusing customers of causing the damage by hitting them with something. I became concerned, since the description of these customer’s experience with their TVs, sounded just like what happened to my TV. I spoke with an IT expert, while waiting for Vizio to call. He stated, he heard of TV screens spontaneously cracking, and it’s caused by 1 of 2 things: overheating in area of screen where some video component is located, or from poor quality control, when bezel is misaligned during assembly process, causing the weight of TV to eventually crack inner screen along the edge. He confirmed, had this been externally caused damage, there would have been some kind of damage visible to the outer screen cover, because the outer screen cover is designed to provide substantial protection to the inner screen. When Vizio called, they determined I must have hit screen with something, and warranty won’t cover customer inflicted damage. I told Vizio we were just watching TV and hadn’t gone near the TV when this happened, and I found hundreds of same complaints on internet, and repeated what IT expert told me. The Vizio rep said, “People are liars. But, hey, have a nice day!”, then hung up.

Desired Settlement: I want the TV replaced with a new, not referbished TV, with a full warranty, or a full refund of my money, including the sales tax.

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]. 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. 

I had asked Mr ******** ***** the complaint resolution rep I was in email contact with, to please email me any correspondence. He ignored my request. I did attempt to call the number he provided on the email, several times, and on the fourth time, when I was able to reach him, he told me the same thing--that I must have caused the damage to my television. During this call, Mr **** did not discuss any price for a discounted, reconditioned, television. There was only a claim made, by Mr ****, that he could assess from the photo's I emailed Vizio, that the damage was customer inflicted, thus, not covered by the warranty, and Vizio is under no obligation to repair the TV. That is where we ended the call. I am under the impression he did not want those statements in writing.

I would be satisfied with a Free, reconditioned television. I feel Vizio should take the matter seriously, that there are too many complaints about this very problem happening to other customers, for there not to be a problem with the assembly or manufacturing process, rather than profess, "...people lie."  The facts of my complaint are:

1.       The television was under warranty when I reported the failure to the manufacturer

2.       Manufacturing defects cannot be assessed by a photo of the TV screen. 

3.       A manufacturing defect could most definitely have caused the screen to crack

4.       A misaligned bezel could have caused the weight of the TV to cause the screen to crack

5.       An overheated component could have caused the screen to crack

6.       #2-5, above, are covered under the warranty

7.     I expect Vizio to honor the warranty

 

********* ******** 



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. The pictures sent to VIZIO by the customer
clearly show an impact point on the television. Please note that VIZIO’s
televisions have a thick plastic exterior in front of the true panel glass. 
Upon impact the thick plastic exterior will typically not break, but the
interior panel glass will be damaged.  The pictures sent to VIZIO are
enclosed for your review. VIZIO’s warranty may be reviewed online
at http://www.vizio.com/warranty.


 

In the interest of providing customer satisfaction a representative from
VIZIO did speak with the customer over the phone and tried to make
an offer to provide the customer with a replacement TV at a discount.
The customer refused to listen to the offer 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.

12/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Dec 1 we tried to order a television from vizio.com. Within seconds of placing the order Vizio placed a hold on the funds on or debit card. They did not send us any kind of reciept or confirmation of the order. We contacted them and they said a receipt takes 1-3 business days to be issued. 3 days aleter, with no receipt but a hold still on our funds, I called them and they now say it's 3-5 business days. The next day we got a receipt that simply said the amount of the TV we wanted to order but did not state when or if it wold be delivered. The next day they released the hold on our TV. We called them again and they said that the order was still valid, despite the release of funds, and that they would send us a shipping email with delivery information in 7-10 business days. On Dec. 11 we contacted than again because we hadn't heard anything. They said the order was "on track" and we would get delivery information the next day. We did not. So on Monday Dec. 15, 2014 we cancelled the order via their website chat/help. They confirmed that the order was cancelled. They refused to send us a confirmation email but did send us a transcipt of the chat that stated we would NOt be charged. Later that day tey sent us an email with confirmation of delivery. We called and they assured us that was an error, the order WAS cancelled and we would not be charged. Today, Dec. 18, they took the funds from our debit card/bank account. They admit they are not shipping the TV but they took the money anyway, in error. This whole process is unethical and now, days before Christmas our bank account is overdrawn and they don't have an answer as to when or if they will fix this & give us our money back. u

Desired Settlement: I want my money back NOW - not in 10 days or 15 days or what have you. And I want Vizio to pay any charges we incur by the bank for their error. Our accont was overdrawn because we had already spent the funds on a different TV because Vizio ASSURED us they would NOT charge us.

Consumer Response:

?They refunded my money this morning. The case should be closed. Thank you

12/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a 48 inch tv that will not work . I have called they know there is a problem a tv should last longer than a year

Desired Settlement: Something other than I can't help 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 VIZIO has determined that the VIZIO television
in question in this complaint has been out of warranty by approximately
10 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]. 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.

12/15/2014 Problems with Product/Service | Complaint Details Unavailable
12/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a televison from Walmart in Anderson, Indiana on March 2, 2014. It was a Vizio television. I have had problems with it ever since. I contacted Vizio several months ago in reference to the issue. They told me to send them the purchase receipt, photos of the television serial number, and had me to perform several tests on the item. After receiving the information, I was sent an email stating that I would be contacted by a service personnel to schedule a visit to repair the television. After that email, I had no other contact from Vizio. I contacted them again on November 5, 2014, they gave me a different case number and told me that no one was ever set up to come repair the television. After putting me through several questions, I was told that I would have to send my television to them to be repaired, at my own cost. This means not only am I going to incur cost to ship the item to them, but I will be without a television for the entire time they are repairing this one. I asked for a replacement television and the representative put me on hold until my call was disconnected.

Desired Settlement: I would like a new televison. They can have this one back, but I refuse to send this one without having a replacement first.

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 was unsatisfactory.  I was contacted by a representative from Vizio over the weekend.  I explained the situation to them over the phone.  The representative told me that I had but two options:

1.  Send my unit back to Vizio and wait for them to repair it and send it back, or

2.  Give Vizio my credit card information over the phone so that they can send me a new unit (advanced replacement).  However, there would be a hold for the value of the television placed on my credit card until they receive the defective unit. 

It is bad enough that Vizio has inconvenienced me by selling a defective product, but now they are charging me for the advanced replacement.  I put my trust in Vizio when I purchased their product.  So why then can't they put their trust in me by sending me a new unit knowing that I will send them back the bad one?  I let them put the hold on my card for the vaule of the unit; however, I am totally dissatisfied with Vizio, their products, and their customer support.  I will never purchase another item from them and I intend to spread the word so that others do not make the same mistake.

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.

12/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a television from this manufacturer at Cosco in November of that year 2013. The television began to have technical issues and I contacted The manufacturer for a warranty repair. They sent a third-party to my home who caused physical damage to the television. The technician lied about it, as did another representative from the third-party service company. After many hours of telephone conversations and time spent sending emails and letters (which I would be happy to provide), I am still awaiting a satisfactory resolution and a new television to replace mine as I was promised. Vizio is attempting to absolve itself from responsibility, despite the fact that they sent the company to my home.

Desired Settlement: Reimbursement for a new TV, or replacement with a new TV.

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.

The business has claimed they "contacted this customer and has handled this complaint under the terms of VIZIO’s warranty".  In fact they have promised to reimburse me for a TV I had to purchase on my own. Initially, Vizio sent a repair company (HD Repair) to fix a covered TV, and that company caused damage, then HD Repair's representatives lied about it and would not accept responsibility. Furthermore, Vizio's representatives accused me of misrepresenting facts, and the only reason they later believed my side of the story, was because I provided proof that the company at fault (HD Repair), was in fact not being truthful.


Vizio has also stated "Accordingly, VIZIO considers this matter closed.", when to date, I have only received a check in the amount of half the amount owed to me for the new TV I purchased, which was paid by HD Repair. Vizio's representatives have claimed that it takes them two weeks to process a check, so I am still waiting on the half they have promised.

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is obviously a "copy and paste" by the company, of their prior message/response.  I reject this as the issue is not just monetary, but having to do with customer service lacking by their company. I would be happy to hear any attempt at an apology or explanation, as this was not a standard "warranty coverage" as their recent response suggest, but rather a long "battle" I was forced to undergo in order to be made whole due to their third party (HD Repair), damaging my television and causing me a lot of stress and countless hours of dealing with this.

Regards,

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



12/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted Vizio for a non functioning remote control (for my TV). I informed the rep (****) that I am disabled and have severe problems getting around. H wanted my TV's serial number to go with my model number. I was forced to go to different room from telephone to get info. I also had to turn the large tv around to read the numbers. I asked if there would be anything else he needed and he said no. After I gave him the number he asked me to get the broken remote and remove batteries. I again had to go to a different room (each time a painful experience) and retrieve the remote. He said to remove batteries which I had already done. He told me to press every button on the remote and to then replace the batteries. I did so. He then said to get in front of the V and press the power button. I again had to go to a different room and do so. I did and nothing happened. He then told me I need a new remote. (which I already knew) and AT THAT POINT HE TOLD ME MY WARRANTY HAD EXPIRED ON OCTOBER 3, 2014. I asked why he put me through all the stress and pain only to tell me my warranty had expired. He knew this when I gave him model and serial number. He said his job was to trouble shoot the remote. I told him his job was to serve the customer (hence title customer service.) He told me to have a nice day without addressing my concern. I called back to get address in order to file this complaint and a Kayla asked what happened. She have me the problem number (*******) and told me they did not wish to let customer think they would not help because of expired warranties. I think knowing of the pain I was put through he would have told me the warranty problem and (in the same breath) offered to help. I would have been given the choice and elected to avoid the problem. My extended service plan took care of the problem I had with the remote, but no help to avoid pain and stress was allowed from them to help their customer. Be assured they lost any future purchases from me and anyone I can tell what happened. Product_Or_Service: October 4th 2013

Desired Settlement: DesiredSettlementID: Other (requires explanation) Make upper management aware of problematic training issues for customer service.

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.

 

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 the issue is 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.

11/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a TV in Feb of 2013 through Amazon. I had to have that TV replaced when it went bad in April 2013, I went through Amazon since the purchase was less than 90 days and was given a new replacement TV. About a month ago the replacement TV started to show a green line down the left side of the screen once in a while. It would show up for a few seconds and then go away. Now the tv has the line down the screen all the time. I was aware that the TV is outside of their limited 1 year warranty but contacted their service dept any way. Their only suggestion was to send me to the 2 certified repair partners" ITI- ###-###-#### and HD Repair- ###-###-#### who both have numerous customer complaints through the BBB for a multitude of reasons from overcharging, installing the wrong parts, and basic incompetance. I am a disabled veteran and on a fixed income and can not afford to take the chance on dishing out hundreds of dollars to a shady repair company due to the consistent nature of the Vizio corp manufacturing a sub-par product. I feel that as this is the second TV that has gone bad in an 18 month time frame at a minimum I should not be responsible for the repair costs.

Desired Settlement: A replacement would be ideal due to the complaints about the recommended "certified repair partners" but at minimum, the repair costs should be covered and done by a reputable company.

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
9 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 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.

11/26/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a television I purchased and it appears to have defective pixel. Vizio had me send pictures to the. And resend pictures and they tell me it's a bug in the screen. An insect. And this voids the warranty. If an insect could crawl into the TV and ruin the screen it should still be covered under warranty because of defective sealing. They choose to do nothing.

Desired Settlement: I think a replacement under my warranty is satisfactory and what should be done.

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.

11/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Vizio 60 inch tv less than a year ago (under manufacturers warranty) and within several months, the tv died. I called the company who sent out a tech that replaced the power supply. A couple months later, the tv died again. I asked the rep give us new replacement or a different version but the customer service rep said the BEST they could do was send out refurb. Since they would not budge with my request, I agreed and the tv was being shipped out from CA. The ETA for delivery was last Thursday, October 30th which ***** (refurb company) and Vizio failed to follow through on. I have been waiting patiently and tracking the shipment all week which had a zero ETA and still showed the shipment stuck in DC as of today. I spoke to Vizio who confirmed the tv was being delivered today between 2pm-6pm. I had to take a half day to be here and after calling ***** to confirm, they stated the tv cannot be delivered today due to a shipping confirmation call that was NEVER received. Manna's shipping company did NOT leave any voice messages for me to confirm so now the tv cannot be delivered until next Wednesday. See below, CURRENT tracking on the tv. Last Status Washington, DC / 10/31/2014 12:00:00 PM / Received From Carrier / GREG Estimated Time of Departure Thursday, October 23, 2014 / R - Ground / Advance Exchange Outbound Estimated Time of Arrival Thursday, October 30, 2014(NOT SCHEDULED!) Shipment Type Whole Unit Exchange Basic San Diego, CA 10/22/2014 1:57:00 PM Dispatched for Pick-Up San Diego, CA 10/24/2014 12:43:00 PM Proof of Pickup Los Angeles, CA 10/25/2014 6:59:45 AM Received by Carrier Los Angeles, CA 10/31/2014 3:32:40 AM On Board Washington, DC 10/31/2014 8:09:41 AM On Hand Washington, DC 11/3/2014 3:07:59 PM Delivered to Agent Washington, DC 10/31/2014 12:00:00 PM Received From Carrier **** I have had to take time off work several times now and cannot afford to do it again on Wednesday.

Desired Settlement: I want a complete refund of the tv and they can take it back. Or send me an upgraded version of this tv that has a laundry list of issues from consumers. Even the Vizio technician commented these tvs are built with aftermarket Sharp parts from China and Mexico and cannot handle the powerload of the HD and Smart capabilities. Vizio has done an incredibly poor job resolving this and I am beyond frustrated as a consumer. Please help, I have not had an issue like this is a long time. 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 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: Basically purchased a $2000 dollar 70 inch vizio tv tv went out within 13 months one month out of warranty called visio they said tv not repairable had to buy new,then spoke with manager said it was repairable they tried charging me $465 said tv was repairable then I said couldn't afford ,later said they would fix it for $100 I paid them for that .technician comes out parts too fix said tv not repairable due to wrong part ,said I would get a call from vizio ,never received call so I contacted them now they said tv is not repairable again ,and said they would sell me a recertified one for $1000 but they had to pick my old one up which is ridiculous if their selling me new one just to get me to give them $1000 I don't have .They said manager would contact me back within 20 mins manager never contacted me .this is ridiculous when the tv model is known to have issue with no video and no screen and they want me to pay more money for a tv they sell that has a known issue of failure ,vizio is completely the worst equipment and service provider and a scam they are doin with their tv service products and customer service ,I would atleat expect for them to send me a refurbished one at a deductible price not the price of almost a new one.

Desired Settlement: I would like a replacement I am not even asking for a refund I am a very dissatisfied customer and I am only looking for a repair for a product of theirs which is known failure problems or at the very least a replacement at no charge

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 9 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/our split cost 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


The reason I am not satisfied is dur to them doing nothing just offering me to buy something from them and being more costly to me on top of what i have already paid all they offered me me was a discounted price from them which i can go and pay the same amount at walmart and not having to have anything shipped and wait , where as if i would have gone with sony , samsung or lg since the beginning they would atleast be able to provide me with a repair not having to buy another tv causing me ginancial hardship . very disappointed and will not buy another vizio tv ever again in my life , anybody looking to buy any electronic save yourself the pain , trouble , headache and go with better brand even if it is a lil more expensive in the long run you save time and money.
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
8 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 free of charge 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.

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 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
X

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
X

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 | Read Complaint Details
X

Additional Notes

Complaint: Purchased ***** E 552vle in April 2013. Yesterday, Sunday, November 9, 2014 it would not come on. Called repair # given in booklet, which is a call center in St Joseph, Missouri. They had me try to reset it, which didn't work. They gave me a # to call for a company that Vizio is in cahoots with called ITI. (888-248-2708) ITI would come out within 7 days but only AFTER I paid $334.50 UP FRONT. You ever heard of that before, UP FRONT. They hadn't even done anything and wanted about !/2 of what I paid for the TV. So I got on Vizio's web site and got on chat with one of their flunkys. The best he could do was to sell me a new 55" TV for $790. DO NOT BUY A VIZIO TV. IT IS A RIP OFF !

Desired Settlement: REFUND OF PRORATED PURCHASE PRICE SO I CAN PURCHASE A PRODUCT THAT LASTS MORE THAN 19 MONTHS.

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
7 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 full courtesy 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I had the television repaired  locally for a fraction of the cost offered initially.  Please end our correspondence with Vizio.  

Thank you for your effort on my behalf.
 
Regards,

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



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

Additional Notes

Complaint: Bought a 800.00 55inch Vizio less than a year ago, still within manufactures warranty. From the beginning I had issues with my smart TV not being smart. TV would no keep an Internet signal. After roughly 30 hours on the phone with Vizio, who blamed my internet provider, turns out it was a bad part in the TV. It was fixed and worked well for a month. Now the remote is not working, the app buttons to be exact. I have reset everything, called Vizio girl told me it was a bad remote. I reset the remote per her instructions and it still didn't work. I called Vizio again they said it can't be the remote(glad everyone there is on the same page) they did something on their end to reset the apps. Well...it still doesn't work. I called Vizio again, sent them proof of purchase, my receipt, and they are willing to give me a used TV. I did not buy a used TV. Nothing I own is purchased used. I want what I bought a new working TV. I am within my warranty. It has been less than a year. I even offered Vizio a chance to buy me a 100.00 Apple TV so my apps work The Vizio manager I spoke too said at this point in my warranty (11 months) I don't qualify for a new TV. However I have had problems from the start.

Desired Settlement: I want what I purchased less than a year ago, a new working television. If Vizio is unwilling to give me that, I want a full refund of 781.09 so I can buy a television from a more reputable company who will Sell me a working television and a company that honors their warranty.

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,

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

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

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
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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
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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
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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
X

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
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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
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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
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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
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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
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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