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Business Profile

Audio Visual Equipment

TCL North America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Audio Visual Equipment.

Complaints

Customer Complaints Summary

  • 458 total complaints in the last 3 years.
  • 158 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/23/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 December 20, 2022, we purchased a TCL 43" Class 4-Series 4K UHD HDR *************** 43S431 for $218, not including tax. On November 15, 2023, the television began displaying an issue where it would power on but the screen was black. On November 16, 2023, we followed all troubleshooting steps listed on the TCL website. We then called and spoke with a TCL representative who had us follow most of the same troubleshooting steps without any success in correcting the issue. I received a warranty email and replied to that email with a video displaying the issue and advised that I would like a replacement for this television, not a repair. It was at that time that I also advised of my intent to file a Better Business Bureau complaint should my request for a replacement not be honored. I received a reply to that email saying that my case was being processed for an onsite repair and that it can usually be scheduled within **** business days but due to COVID-19 protocols, there may be a delay.I should not need to wait an indefinite amount of time for a repair technician when we have a non-working television. Additionally, the TCL website indicates that the options for a one-year limited warranty are repair or replacement. After owning this television for 11 months, I believe it is an acceptable request to have a functional television, not one that has been repaired. Lastly, I dont believe that I should have to welcome a stranger into my home to have my television repaired, and I should not have to subject this television to further damage by mailing it into a repair center.I am filing this complaint as I am seeking a replacement for our television. I do not want a used, damaged or refurbished television. I want a new, functional television. This seems to be a known issue with the LED strips in TCL TVs, which is very frustrating as this is not an inexpensive purchase. TCL should stand behind their products. Ive been a loyal customer, and I expect a prompt resolution.

    Business Response

    Date: 01/16/2024

     Customers TV was successfully repaired on Dec 13

  • Initial Complaint

    Date:11/14/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 this tv on May 29th (paid USD 950) and as I write this review I'm already having issues with it for the 3rd time. First problem was that it started making very weird noises sometimes while I was watching tv, then it was repaired, but the screen went dark and I couldn't watch anything. Now that it went through the 2nd "repair" provided by TCL it already started showing the audio problems again and the tv started freezing while streaming and then it goes off. I've been asking for a replacement for the last 2 months, as the tv clearly has multiple issues, but TCL just keeps replying with automatic messages, asking me to answer the same questions and perform the same VERY EXTENSIVE steps again and again. The company insists in making me having technicians here, even though it became clear that this tv has something wrong. I'm extremely frustrated with the lack of empathy and focus on solving the problem and I'll never buy anything from this company again.

    Business Response

    Date: 01/16/2024

    20870457 Customers replacement unit was received Dec 12


  • Initial Complaint

    Date:11/14/2023

    Type:Product Issues
    Status:
    Answered
    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 ** 2 years ago and I had problems with the colors on the screen. It didn't happen when I first brought it home. It was over a of time The left side would be color right side would be washed out. They brought me another tcl and i'm also having the same problem with this ** Except the color problem is in the middle of the *** I changed out all my cables reset the ** and nothing has changed. I contacted them again and they walked me through everything that I've already did and told them that it didn't fix anything. I would like my money back and I will never buy another TCL ***

    Business Response

    Date: 11/28/2023

    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. 

    As a reference, a copy of our warranty and warranty requirements can also be found here: ***************************************************************.

  • Initial Complaint

    Date:10/30/2023

    Type:Product Issues
    Status:
    Resolved
    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 50" roku tv at Best Buy May 14, 2022. At the start of February 2023 my tv had the blue screen of death and stopped working. I called TCL and they sent me the same model not sure if it was new or refurbished. Now October 30, 2023 the tv is starting to do the blue screen of death and I have lines that flicker across the screen. I called TCL customer service spoke to Tech support person named Gold. He told me I would be sent a new tv wait 7 days for ***** shipping number. The call ended and 11 minutes later I got a call from Gold saying the ** warranty goes back to the date of the original purchase May 2022. I asked **** to speak to a supervisor, he put me on hold for a couple of minutes came back and says there is no supervisor available. Mr. **** told me to take the ** to a repair shop. why should I have to pay more money on their defective **. I told Mr. **** this ** should last years not months. The second ** they sent me was defective like the first **. I either want my money back or TCL sends me a new non-defective **!

    Business Response

    Date: 11/03/2023

    ************** is in transit and is expected to arrive on Monday, 11/6/2023.

  • Initial Complaint

    Date:10/19/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    10/14/2023 tv is completely useless and will not display anything. Went through their guided steps to repair. They wasted over an hour of my time and it's not resolved. I probably should seek compensation for my time.Item is under warranty.

    Business Response

    Date: 11/03/2023

    We apologize for the delay. Customer's replacement TV arrived last Monday 10/30.

  • Initial Complaint

    Date:10/18/2023

    Type:Order Issues
    Status:
    Answered
    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 window unit air conditioner and 3 months later it stopped working. TCL has been doing nothing but giving me the run around regarding replacement of the unit. They wanted several items to prove purchase and that the item wasnt working including a video. Then they wanted me to write void of the serial number with the date. Once provided with all things requested, they said they would get back to me. When I reached back out its been multiple excuses with no resolution in sight. They refuse a refund and refuse to send a new unit or fix this one because they dont have stock. I had to purchase a new unit because of how long this process is/was taking and now its coming up on winter.

    Business Response

    Date: 01/16/2024

    ******** Customers replacement unit was received Oct 25.

TCL North America is NOT a BBB Accredited Business.

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