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:07/26/2024

  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 bought a brand new TCL ** in November and within a couple of months in I started to notice black lines in the display. I contacted the support but was provided no clear help. The black lines started to spread on the ** and finally I was able to file a complaint. However by the time my display had stopped working completely. There is no physical damage visible whatsoever but they are delaying the issue so my warranty period expires. They keep asking me for the same things again even though I had provided the required things.

  Business Response

  Date: 07/29/2024

  TCL has contacted the customer directly again requesting more information so we can move forward with the refund.  We are waiting for these two items.  

• Initial Complaint

  Date:07/25/2024

  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.

  Email sent to TCL Support Hello **** *** B.I have been dealing with this issue since I purchased this television in September 2023, and all the troubleshooting every time I have reached out to TCL **************** has yet to fix the issue with the television. I have registered this television on your website registration for warranty.Have you read the email I recently sent, where I stated that I no longer have the proof of purchase, and that I would have to disassemble the mounting of the television to get a picture of the S/N because it is being blocked by the television mount.The reason for filling out the warranty webpage would give you all the information you already have, and my physical address is on the email I sent the last time.The last technicianBeverly CASE # US02202424881 said all I needed for the warranty process to continue was a video of the television rebooting, which I provided in the last email I sent. So with ******* mentioning sending an email to reopening ***** US02202424881 with the video attached was all I needed to honor the warranty was all a lie?Let me ask a question and please be honest with me.Are you going to honor and process the warranty program if I DON"T do the troubleshooting process you have directed me to do?Because every time I contact TCL they have me do the same troubleshooting and the same issue remains and TCL does not honor their own warranty.Should I even bother trying to get you (TCL) to honor the warranty? Because after the troubleshooting processes the television works normally for a little bit (months) before it starts repeating the rebooting problem and the ***** gets closed out as resolved, which it is not resolved due to how long it takes the problem to recur.PRODUCT NAME:TCL 32 S CLASS 1080P FHD HDR LED SMART TV WITH ********* MODEL:32S350G SERIAL ************************** PURCHASE *******/07/2023 DATE OF DELIVERY09/07/2023 PURCHASED FROM:KIRTLAND AIR FORCE BASE BX PRICE PAID:$149.00

  Business Response

  Date: 07/25/2024

  Will contact user directly to resolve this issue.  

• Initial Complaint

  Date:07/25/2024

  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 nearly $400 TCL air conditioner from ******* that only worked for about 3 months. It was under a year warranty. When it suddenly quit working in June I still had a month on the warranty. Though I had bought it last July I had only used it a couple months before storing it for winter. This year it was working fine until suddenly it wasnt. When I contacted TCL they were difficult from the start. They stalled me for a couple weeks before even sending it to the warranty department. It was sent before the warranty was up and after multiple emails and video and picture requests they finally called me and told me theyd send a replacement. I told them Id already bought a replacement as it had been weeks already. I said I needed a refund. The *************** up and I didnt hear anything again until I emailed them. Then they started asking for videos and pictures of the unit yet again. I complied and now its been 2 business days (on top of the month plus) without a word. How can they first say theyll send a new unit but when told I needed a refund start stalling yet again?? I just need my refund before I can throw this unit away. Theyve had me cut the cord already so its just sitting on my porch.

  Business Response

  Date: 07/25/2024

  TCL has contacted the customer directly to let them know that the issue has been resolved.  

  Customer Answer

  Date: 07/26/2024

  
  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:07/24/2024

  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.

  Nov 23rd, 2023 my daughter ordered a 55in TCL ROKU ** from ******** the ** was picked up the following day. It was mounted on my wall, and enjoyed until July 10th, 2024. While watching ** the screen went blue and there was no picture just sound. Upon calling the ***** # in the manual we went through a few steps, (unplugging and pressing the reset button nothing worked). I filed a case with TCL for a replacement or a refund. The file # is US07202410356. There have been several email messages with requests to show the ** on and off, asking for a receipt and if I had the box that the ** came in. It took some time but I did comply to every request. Their last request was the following:(based on the receipt provided it does not show the complete details. Please send us a clear copy of your proof of purchase (Date of Purchase, Retailers Name, Product Item or model number, Price of the product, and Total Amount of the transaction should be readable and unobstructed))I sent them the same information that I've sent you. The item was purchased from ******** the cost, the date of order and pickup date. I've sent them the Serial number and model number. And this is not sufficient information. At on point I was informed that the ** was no longer in stock.This is my dilemma. I'm aware that the ** was purchased on Black Friday on sale. I'm aware I probably won't be able to get another ** at the price paid last year. I haven't been offered anything. At least with a refund I could purchase another ** that will cost more. It's now July 24th, and my last response from TCL was July 22nd.

  Business Response

  Date: 07/25/2024

  TCL is just waiting for the detailed receipt before moving forward to the next step.  TCL needs a receipt that shows the details including the item purchased and the cost not just the total like is attached to the complaint.  

• Initial Complaint

  Date:07/24/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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 this TCL 65" television from ***** Club on 02/27/2024. Shortly after this the TV audio and video failed to sync. I notified TCL of the problem on 05/2024. On 07/10/2024 I finally got a technician to see the problem. At that time he replaced pretty much all the components in the TV. It worked fine for 1 day and the problem was back. Now TCL wants me to repeat all the steps I initially did to get a technician here. The do not want to stand behind their warranty and make it extremely difficult to obtain warranty service. They want video proof of the problem everytime there is an issue. Why not send a technician that knows how to troubleshoot and not just change parts and fix the problem or replace the tv.

  Business Response

  Date: 07/24/2024

  Working with the customer to gather more information to proceed with the next steps.  

  Customer Answer

  Date: 07/25/2024

  I do not understand why I should repeat all the steps I previously took when the TV is having the same problem it had initially. The tv worked properly for one day, then the audio/video sync went out of whack again. This company informed me they would send an email that I could reply to with a video of the problem. To date I still have not received it. Personally, I am through with this company, if I weren't living on social security I would trash the TV and purchase a new one. All I want is the TV repaired or replaced. Why can they not send a qualified television repairman to do this? Why do I have to prove I have a problem? TCL informed me I may need to submit addional information in addition to the video recording.

• Initial Complaint

  Date:07/24/2024

  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.

  I bought a 55 inch version of TCLs Class S4 4K LED ******** with ******* (55S450F, 2023 Model) and it stopped working after a month, at which point it started freezing m. I am in the process of having to go through tcl to replace it. I sent them a video and everything as requested on Sunday, and here I am 3 days later and no response. The fact that your tv stopped working in a month is bad enough. Now I have to also deal with terrible customer care from **********************. If I could Id ask for a full refund as I am sure the new tv (if I ever get it) will also stop working in less than a month

  Business Response

  Date: 07/25/2024

  TCL has contacted customer directly in order to set up a time to resolve this issue.  

• Initial Complaint

  Date:07/22/2024

  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 12/2/22 I purchased a TCL television, model 65" 65S41 , at the ***************** in ***********************. U fortunately on Sunday 7/14/23 , the television failed. Calls to the TCL customer service center proved the television to be unfixable through their over the phone technical support. On Thursday, 7/18/23, the customer service employee agreed to extend the televisions one year warranty and relayed to me that a technician would be in contact with me to set up a time to repair the television. I was satisfied with the resolution. Then on Sat 7/20/23, I received a call from TCL customer support stating that for some reason they were reneging on their promise to repair the television and would not be sending a technician to fix the television as promised. I would simply ask that they honor their agreement to repair or replace the television.

  Business Response

  Date: 07/23/2024

  We will contact user directly and proceed with an on-site repair.

• Initial Complaint

  Date:07/16/2024

  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 tv from target maybe ***** months ago today the tv went pitch black it turned on but no picture! I called tcl the operator was not helpful at all Im am so annoyed that this happened and the company cant help or have competent workers who can properly understand target said they dont have the receipt from that long I explained to the customer representative!

  Business Response

  Date: 07/17/2024

  Requested that the customer send us relevant information needed to move to the next step in resolving the issue.  Will follow up with the customer to ensure they understand we need this information to move forward.

• Initial Complaint

  Date:07/12/2024

  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.

  We purchased a ** seven months ago from TCL. On May 22, 2024 the ** stopped working and we filed a warranty request with the TCL company. It has taken since that time (and multiple phone calls and rude customer service calls) to get them to send a repair man to come out to actually service the ** and todays date is July 12, 2024. When the technician came out today, he did not have the parts that were needed to fix the ** and said that typically speaking TCL sends the parts to us directly. However, no parts were sent to us. We want others to be aware of this, but we also want a new ** that actually works since we have one for almost 2 months now. The ** discussed is one that sits in our family room, so it is the main form of entertainment for our family on a day-to-day basis and we have not had that for the past two months. While an apology would be nice from TCL what we would really like as a replacement.

  Business Response

  Date: 07/12/2024

  We are waiting for the last piece of information before we move forward with the next step.  

• Initial Complaint

  Date:07/08/2024

  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.

  A tcl tv was purchased on Black Friday 2023. It was given to me as a gift on Xmas 2023. The tv was having troubles connecting to the cable box. I would have to reset the cable box to get it to work. . I tried to return to ******* but they told me to go through tcl. For the past 6 months I have experienced the problem. They finally sent a repairman out to fix the problem approx a month ago. It was working for two weeks and started again. I contacted the company and I am jumping through hoops like you cant imagine. For the second time. They refuse to replace the *** Its defective. All I want is a new tv. I provided all the proof of purchase to them and video proof that it is defective. Im getting the run around. Please help.

  Business Response

  Date: 07/09/2024

  We are working with the customer to try and further investigate the issue.