Complaints

The 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:04/28/2024

  Type:Service or Repair Issues
  Status:

  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 TCL, 55S451 (2301gnc001135a05037), on April 28, 2023. It has a 1 year warranty and have attempted to file a claim online as the ** just stopped working. TCL has made it impossible to file a claim online as it just runs you in circles and can not get through on the phone to anyone. I think it is simply to wear you out and quit but the 1 year warranty ends today and I had no other choice but to file a complaint to at least document that I've been trying to to do to get a replacement tv. I purchased the ** from ******* for $272.80.

  Business Response

  Date: 04/29/2024

  We will contact the end user and open a case.

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  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 BOUGHT A TCL ** FROM BEST BUY AND IT IS BROKEN. THEY HAVE SENT THEIR REPAIRMAN HERE 2X AND HE SHOWED ME AND SENT ME A COPY OF THE REPORT WHERE HE STATES THAT THE ** IS BROKEN AND NEEDS TO BE REPLACED. THEY HAVE BEEN S******* AROUND WITH ME SINCE OCTOBER. I AM 57 AND DISABLED AND HAVENT BEEN ABLE TO WATCH ** IN A MONTH. THEY SENT ME A REMOTE CONTROL TODAY WITHOUT BATTERIES AND IT DOESNT WORK AND I TOLD THEM THAT AND THEY SENT ME A REPLY WHERE THEY WANT ME TO JUMP THROUGH HOOPS AND OFF BUILDINGS

  Business Response

  Date: 04/29/2024

  This case is currently still being investigated to provide the customer a valid solution.  

  Customer Answer

  Date: 04/29/2024

  They have been playing with me for 7 months and I will not stop until I get my tv replaced. They say the same thing , we are working on a response. Its been 7 months!

  Business Response

  Date: 04/30/2024

  Spoke to ** we are sending him a replacement unit and getting the defective unit back to investigate unusual behavior.  

  Customer Answer

  Date: 05/13/2024

  
  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:04/21/2024

  Type:Service or Repair Issues
  Status:

  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 television I bought has stop working. it is still under manufacter warranty. I called the warranty hotline and have done everything asked of me such as taking pictures of the television videos to show that it is not working and i have sent proof of purchase and they keep sending me emails asking me to perform the same task as i have already done. there is nothing left to do but replace the television.

  Business Response

  Date: 04/22/2024

  We are working with the customer to gather necessary requirements to replace the television.

• Initial Complaint

  Date:04/19/2024

  Type:Order Issues
  Status:

  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.

  Horrible customer service. Hard to understand. Called twice. First time did reset process didnt help. They emailed me requesting a video of the tv. Second call said they didnt get email. I sent it again. Third time tried virtually. Talked back and forth with someone. She had me email video and picture of my sticker with the serial number. Sent that to a different email. She said it hadnt come because a system update. Was told to watch for a email. This tv was bought in Nov so not even 6 months old, from Best Buy. They only take returns within 30 days. This is a manufacture issue. This process started a week ago. I received a email now saying they will send a repair man. I have requested a new tv several times and offered to send the old back. No luck. The ** screen is just blank blue wont do anything.

  Business Response

  Date: 04/22/2024

  We are currently working with the customer to repair this issue. 

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  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 TCL ** less than 12 months ago. The ** stopped working and would only power on with a dim lit screen to show there is power, but nothing else. I called TCL and they required multiple calls with them going over the same issue again, and again, and again. I sent in video proof of the issue and then said that is not what they had documented and wanted me to troubleshoot over the phone all over again. We tried different power outlets, different power cords ot the tv, using conrol to power, using the tv to power............ The point is the ** is broke and under warranty and they refuse to replace.

  Business Response

  Date: 04/18/2024

  Working with the customer to gather the necessary information to move onto the next step of replacing the unit.    

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  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 TCL television in July 2023. Recently the televisions screen suddenly stopped working. According to TCLs warranty information: TCT Mobile (US) **** offers a 1 year limited warranty on selected TCL devices that are found to be defective in materials or workmanship upon submission of the following items: Proof of purchase consisting of original invoice or sales slip indicating the date of purchase, dealers name, model and serial number of the product.The proof of purchase information was provided to TCL, as well as a myriad of test videos that they required. After weeks of sending required information and then being told that it needed some small change to be correct, and then waiting days for another reply, I was finally told that my TV could be repaired. I confirmed my information, and I was told that someone would be reaching out to do the repairs. This did not happen. Instead, I was told that the receipt I provided did not provide all of the information, and was missing the price of the product. I was confused and replied that the Product Price, Tax, and Total Price are all clearly visible in the receipt. After a few days they reached out again and said that the total unit price was missing. Still confused, I went into my local Best Buy, where I had purchased the *** and asked them if they could provide any clarification to the difference between unit price and product price. The Best Buy team member told me that they also did not understand what was being asked. I once again reached out to TCL to provide more clarification between the two, and I have since been met with no response.I could not recommend TCL products to anyone. I have been without a television for weeks now because of all of the hoops that I have had to jump through to even get a response from TCL customer service. Even worse, after spending so many hours corresponding with them, my issue is still not resolved. Absolutely terrible.

  Business Response

  Date: 04/18/2024

  Working with customer to set up a repair for the unit.  

• Initial Complaint

  Date:04/12/2024

  Type:Product Issues
  Status:

  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 ** on 4/23. A few months after I had the ** it could not connect to the Internet. I called and they said it was the ***************** ISP said it was not the service. TCL never came to fix the **. It was under warranty at the time. In November I stopped communicating with TCL. They requested that I send them a video of the ** screen to see the problem. I did.

  Business Response

  Date: 04/15/2024

  Contacted the customer.  We are working with customer to repair the issue.  

• Initial Complaint

  Date:03/25/2024

  Type:Sales and Advertising Issues
  Status:

  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 one of their **s in November and immediately starting having issues with it. I reached out to customer support via email initially and stopped receiving responses after sending them the requested information. I then had to call their support line to get help, where a support agent had me run through all the diagnostic steps that I had already done (and already informed them I completed) before telling me I would likely need to send the ** back to them for repair. Thankfully since it was only a few days old the retailer replaced it quickly and with no hassle. The replacement ** worked fine until recently when the ** receiver stopped working out of the blue. I again contacted TCL support, informed their agents of the large number of diagnostic steps I took to try to resolve the issue (following the steps on their site) and was again made to jump through hoops for the support agent to tell me that it was broken in the manner that I had described 20 minutes earlier. Being that this is the 2nd ** that has broken on me in 3 or 4 months, I was expecting that the manufacturer would replace it. Instead, they want to inconvenience me even further by making me wait ******************************************************* to setup a time to come repair the **. This device is essentially in the same room as I perform my work activities from so I will have to contend with a stranger in my office and plan my schedule around that. They refused to do anything but follow their support script even though this is an unusual circumstance with 2 defective **s in a short period of time. They won't even extend the warranty to ease my concerns about the ** breaking again and showed little genuine empathy towards my situation. It feels like this company is giving me the run around and doing the bare minimum until the warranty expires instead of actually making things right. At this point I would just love my money back or at least a new ** with a new warranty

  Business Response

  Date: 03/26/2024

  We are working with the customer to repair this issue.  

  Customer Answer

  Date: 03/26/2024

  The company is doing the bare minimum to resolve the issue. This ** is barely 4 months old and it is the second time in that period that one of them has broken on me with minimal use. I've been without a working ** for more than 10% of the time since I first received delivery of it, spent 5-10 hours of my own time and an additional $30 of my own money attempting to solve issues with the devices and I am now without a ** right before the start of baseball season, which is the sole reason why I bought it in the first place. I have absolutely no confidence that the device will not break again even after a repair and with the experience I've received from the customer support team my expectation is that if the ** breaks yet again on 12 months and 1 day they will not repair it because it is just outside of their warranty window. I understand electronics have defects sometimes, but for a customer to receive two defective devices in a very short time frame and then not be willing to do anything to make sure that customer is confident in the quality of the product (by either replacing with a new device with a new warranty or at the absolute bare minimum giving an extension to the warranty for the 2nd defective device....) is quite frankly a show of either a lack of confidence in their product or a lack of care for their customers. At this point I would really just love to get my money back so I could buy a device from another brand, but if that's not going to happen I don't think replacing the defective device with a new one with a fresh warranty period or at the absolute bare minimum resetting the warranty period for the defective ** is really that much of an ask. I'm beyond frustrated with the issues I've been facing and the customer service I've received thus far.

  Business Response

  Date: 03/28/2024

  We will continue to work with the customer to see that his device is working.  

• Initial Complaint

  Date:03/24/2024

  Type:Service or Repair Issues
  Status:

  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 March 10, 2024, my TCL TV went black right in the middle of a movie. It was less than since I purchased it from Target so my $47 Allstate coverage told me to contact the manufacturer TCL for repair or replacement. It has now been over two weeks and nothing has been resolved. I have spent hours of time on the phone and emailing the TCL customer service and still nothing has been resolved. I've sent several photos and videos of the issue, spent hours on the phone and talked to a supervisor and they have given me nothing in return for all that time spent. They said a technician would come to my rural home to fix it even though I'm a woman who lives alone and was uncomfortable with that resolution and I have heard nothing back even though they say "2-3" days over and over. I am extremely upset by how TCL has handled the situation and would not recommend buying their products or associating with their company in any capacity. DO BETTER TCL!

  Business Response

  Date: 03/25/2024

  We are working with the customer to repair this issue.  

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  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 have a **" Roku TCL tv Model# **S421 which the screen stopped showing picture and is a blacklight issue as you can see the picture if you shine a flashlight on the screen but otherwise you can only hear the sound. I have been in touch with customer service and sent them attachments, done the troubleshooting, etc. Despite this, they have not replaced my tv, or set up a time or even agreed to replace my tv, despite it being covered under the warranty. I purchased the tv with the expectancy it would be an investment and would last me a long time... it is very disappointing that it hasn't and that the company doesn't care, nor do they stand by their products.

  Business Response

  Date: 03/20/2024

  The customer's device was purchased in 3/1/21.  TCL has a one- year warranty policy on all TCL devices that are found to be defective.  

  Customer Answer

  Date: 03/20/2024

  I reject the companies response because when I made the decision to purchase this device, it was due to the fact it specifically stated it would be backed by a five year warranty.  The warranty promised to "cover materials & workmanship defects, as well as protection from power surges, and 100% total coverage for parts and labor."  How can it now, after the fact, suddenly be changed to a 1 year warranty?  If there truly was not a 5 year warranty with my device, the fact it was stated that way is false advertisement and the fact it is not being honored is a breach of warranty, both of which are completely different issues.  I respectfully request that you reconsider the replacement/repair of my device under the promised 5 year warranty.  Otherwise, please let me know if you will not, so I know how to proceed.  Thank you, ************;

  Business Response

  Date: 03/22/2024

  We take great measures to ensure that our products are in great working condition, but as with all consumer electronics, components sometimes fail after use. We provide a one-year manufacture warranty to safeguard against such instances. If customer purchased an extended warranty, it would be best to reach out to their provider for assistance. 
  
  As a reference, a copy of our warranty and warranty requirements can also be found here: ***************************************************************.