Business Profile
Audio Visual Equipment
TCL North AmericaThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 457 total complaints in the last 3 years.
- 158 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/06/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a TCL 55" tv last year on 10/15/2023 and and 2 weeks ago my screen went black, the led light is working. I can here sound just no picture. Tried factory resetting through the button on the back of the tv, did not help. Ive unplugged it for multiple various times the longest time being around 4 to 5 days. I have contacted tcl several times with no luck. I have a waranty and seeing has how this is a manufacturer issue i feel the tv should either be replaced or repairedBusiness Response
Date: 09/06/2024
TCL has contacted the ** via email for a copy of his receipt, and a short video of the black screen waiting on these to proceed to the next steps.Initial Complaint
Date:09/04/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a television on 9/2/2023 manufactured by this company. The television had a problem with the screen. I worked on resolving the issue myself through changing settings with no success. I then contacted the company to try and resolve the issue. They walked me through some steps to try and fix it with no success. They then requested pictures and videos of the issue, which I provided. I was told to expect a response within 2-3 business days. I did not get a response, so I contacted the company. I was continually told that a response was coming, but it has yet to be provided. This interaction has now been going on for a month. The television was under warranty for 1 year. TCL was under an obligation to fix, replace, or refund me for that product. It does not appear the company has any plans to do so as I have not heard from them.Business Response
Date: 09/04/2024
TCL will contact user directly in regard to this issueCustomer Answer
Date: 09/05/2024
I have had multiple conversations with the company and have continued to be put on hold while they search for a solution. The response by TCL is just an extension of this. 24 hours later and they have not responded. There response is not acceptable. I expect them to honor the warranty that comes with the purchase of this product. I do not need to have another useless discussion with them.Initial Complaint
Date:09/03/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The emails started July 26, 2024. I purchased my tv December 6, 2023. The screen went out on July 20, 2024. I can forward you all emails. The customer service keeps giving me the run around about a refund saying they can't replace the tv. It's been a month since I've heard from them and nothing. I purchased the same tv for $273 as a replacement. Their warranty policy is to replace the tv within 1yr of purchase.Business Response
Date: 09/04/2024
TCL requires a receipt, a proof or purchase and short video of the issue to provide the next steps. We have requested these via email from the customer after speaking with him previously. Waiting for these to proceed to the next steps.Initial Complaint
Date:08/29/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a 50" TCL TV from Best Buy on 11/12/2023. Four weeks ago the TV stopped working. I contacted TCL for a warranty claim and after an hour on the phone and sending videos, they finally agreed to repair the TV at my home. The service tech installed the replacement parts and the TV caught fire! There is a serious defect with this TV!I have sent several e-mails to TCL requesting a replacement TV and they are waiting for their 'team' to respond to my request! They are clearly dragging their feet on sending me a replacement TV...Any help would be greatly appreciated!***************************Business Response
Date: 08/30/2024
TCL has contacted ** via voicemail and email. TCL is arranging to have a technician come out to swap out the defective unit with a replacement. The technician will contact customer to set up a time to complete this.Customer Answer
Date: 08/30/2024
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,
***************************
Initial Complaint
Date:08/28/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello everyone,I purchased a TCL 70SG470 TV from ****** last November. I unpacked and set up the TV in March, and it worked fine for the first month. However, in the second month, I started experiencing slight freezes. Initially, I thought it might be an internet issue, so I checked everything, but the problem persisted. TCL requested a video of the issue, which I provided.Later, a TCL authorized technician came to my home and replaced the motherboard. The next day, the TV started freezing even more. This issue has been ongoing for a month now.After going through this process, I have been trying to get support from TCL for about a month. They keep asking for videos, which I send, and then they say their warranty team will call me. They do call, I answer their questions, and then they say they will send a box for me to return the TV. Two days later, I follow up, and they ask for more videos ******** summary, I am not getting any resolution, and it feels like they are treating me as if I am not understanding the situation. I want this matter resolved as soon as possible.I strongly advise against buying TCL TVs. Their support is non-existent, and their service is extremely unhelpful.Business Response
Date: 08/29/2024
TCL will contact ** directly in regard to this issue.Customer Answer
Date: 08/29/2024
Hello, the company said that they only contacted me. No one has contacted me and if they are not, I do not accept this answer. I just want my problem to be solved.Customer Answer
Date: 01/09/2025
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,
***** *****
Initial Complaint
Date:08/23/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After my brand new TV stopped working 8 months after purchasing it, I went through a *********************************************************************************** the mail after ***** days. This happened on 7/22. I waited patiently for my check ($188 TV + $14.10 tax) so I could purchase a new TV and have been checking my P.O. Box daily, and yet I still have not received my refund. Clearly, I cannot rely on this company to do what they say they will do without making it public.Business Response
Date: 08/23/2024
TCL has processed this and it was sent out 8/22/24.Customer Answer
Date: 08/28/2024
I am rejecting the response because I cannot see the attached business response that is stated in the complaint webpage email.Business Response
Date: 08/28/2024
TCL issued the resolution on 8/22/24 should arrive to customer shortly in the mail.Initial Complaint
Date:08/23/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
-TV was purchased on 11/23/23.-TV has a 1-year warranty.-TV has no picture or sound. No damages to TV or to shipping carton.-I contacted TCL to get TV repaired, but was told that the TV model number 65S41 does not match the receipt model number of 65S41R. They directed me to contact ******* for assistance.-******* directed me to take TV back to the store where it was picked up to get updated receipt so that TCL would honor the warranty.-******* store told me that since transaction occurred at *******.com, they cant do anything. They advised me to call *******.com.-******* said that they will only issue a refund or replacement if within 90 days of purchase.Business Response
Date: 08/23/2024
TCL is working directly with customer to resolve this.Initial Complaint
Date:08/22/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently bought a TV from Best Buy on 07/16/2024. As I was moving, I didn't end up unboxing the TV til 08/17/2024. That's when I noticed that the TV was malfunctioning. At first, it would randomly turn off on its own but after unplugging and replugging it into the outlet, the TV eventually stopped turning on all together. When that happened, I contacted Best Buy but was told to contact the manufacturer as the return window for the TV was no longer available. When I contacted TCL, they gave me a list of troubleshooting to see if that would fix the TV. None of it worked. The agent then told me to return it to Best Buy. However, I had already contacted Best Buy and returning the TV is no longer an option. Since then, TCL has not responded to my email, even after I had followed up, The TV is brand new and still under their 1-year warranty but it seems as though TCL will not be honoring that warranty.Business Response
Date: 08/23/2024
TCL will contact customer directly with the next stepsInitial Complaint
Date:08/19/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 22, 2023 we placed an online order through walmart.com for a New TCL 55' Class 4 Series 4K *********************** 55S41R. The TV was delivered on Nov 25th. TCL provides a one-year warranty on this product, per their website: *************************************************************** In July we discovered that the TV would no longer turn on. We tried the obvious troubleshooting measures including changing the batteries to the remote control, checking the electrical supply to the TV, and even trying a new remote control. We determined that the remote was not the issue, as it works with another TCL TV we have elsewhere in the house. The electrical supply is also not the problem. On July 11, 2024, we submitted a Support Ticket to TCL requesting support. We were asked to conduct various tests, and did so, including photos and videos. We did as requested and provided the results to customer service, as well as proof of purchase. In total, we have had 30 back-and-forth messages, including MULTIPLE copies of the receipt and results of the same tests. We were told a technician is not available for repair and are now requesting delivery of a new working TCL ******* of the same size and quality. Since making this request, we've again been asked to provide proof of purchase and to conduct tests to validate that the TV is broken. It feels as though TCL is avoiding resolution per their warranty. (Happy to provide these results to you as well, but they are larger files, even when compressed.) Thank you for any help you can provide to resolve this issue.Business Response
Date: 08/19/2024
TCL will contact customer directly with the resolution need one more piece of information.Initial Complaint
Date:08/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought the TCL 55 Q-class 4K UHD HDR QLED smart ********* (55Q650G-CA)-2023 on November 4, 2024 at *******, ************** in ********, ******* for a total of $564.99. I woke up in the morning some weeks back to notice a big blue line dividing the tv screen into two equal parts (tv board/panel or program problems) and I immediately reached to Bestbuy and TCL. TCL asked some questions and tried troubleshooting with me. After every attempt to restore the tv to normal failed, they asked that I send the tv pictures and documents (receipts etc) to them so they can review and initiate the warranty (tv replacement). They promised to replace the tv in 5-7 business days but its been weeks now with no tv on sight. They also tell me different lies whenever I call them to inquire about the replacement tv. Kindly assist me in getting the replacement tv. Thank you.Business Response
Date: 08/16/2024
TV was shipped out 8/16/24 TCL will contact the customer.
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