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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

  • 445 total complaints in the last 3 years.
  • 157 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:12/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchased in July 2024, stopped working September 2024. Contacted TCL and advised them of the issue. Tried numerous times to get the TV started, per their instruction and nothing worked. TCL said to take a video of the entire TV and the outlet it was plugged into. I did what they said (1:19 minute video) and sent it to them on 12/12/2024. On 12/18/2024 I received an email stating they (TCL) have not heard from me. On 12/19/2024, I called TCL and spoke to a representative. She said she spoke to the ******************* and they in fact received the video. She stated it was incomplete. It is not incomplete. I also asked why they said I did not contact them when I clearly did. They had the video and in no way should I have been told I did not contact them with the video. When I questioned the representative, there was no answer to my question. I feel this company just gives customers the, "Run Around" until we give up.

  • Initial Complaint

    Date:12/20/2024

    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.
    Purchased the TV online (******) on 6/22/24. TV died 3 months later. After over 10 emails, endless phone calls (mostly kept on hold) they finally agreed to send a tech. Tech replaced the motherboard and the TV died again 3 weeks later. It's still under warranty and I have again, sent emails, pics, etc and get a standard email stating they are backed up, etc. I'm getting the runaround and I just want my money back or a replacement. I was issued a ticket # months ago and another ticket # more recently, but no resolution. My next move will have to be filing in small claims court. I've attached pics (also supplied to TCL) along with the most recent email (and I have 10 or 12 previous ones saved if needed) I just want the TV replaced in a timely fashion

    Business Response

    Date: 12/20/2024

    TCL will contact the customer directly regarding their replacement

  • Initial Complaint

    Date:12/18/2024

    Type:Service or Repair 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 purchased a TCL ************************************************************************************************************************************ September All of our streaming apps started buffering, freezing up, refusing to play content, and then Paramount+ started not working at all after working fine. It became so bad that we couldnt stream any thing at all thus making the tv unusable and at this point it was past the return window to Best Buy.I then looked up troubleshooting tips and did it all including internet, router, and individual app troubleshooting to no avail. I then filed a warranty claim with TCL North America on 12/3/24. For the past two weeks I have gone back and forth with support and I have done all the troubleshooting they recommended and I have sent over all the information, videos, screenshots that they have asked for and they keep requesting information. I have sent plenty of evidence of the issue and the last email I sent them on 12/16 I asked for either a tech to be sent to repair the tv, a replacement tv to be sent, or a refund. I said if they wouldnt do any of that to please have a manager contact me. They responded and ignored my email and instead asked for another video of my issue. I was told 12/13 that my case was being passed to another team to evaluate what route in the warranty process they would take and that has not happened, instead they asked for more videos. At this point I want a working tv. We are not even using the tv right now as it does not work. We dont have any issues with any other televisions in our home so it is the TCL tv and not an issue on my end. I want a resolution for this issue: either a tech to come out, a replacement tv, or a refund. I happy to send over all of the email correspondence for your review. This tv is still under warranty and I would like TCL to make this right and not keep delaying and just repeatedly asking for more videos, photos, etc. of the same issue Ive already sent over.

    Business Response

    Date: 12/18/2024

    TCL will contact the customer directly regarding this.  

    Customer Answer

    Date: 12/19/2024


    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 received a call from TCL yesterday evening and they are replacing the tv for me. I am very satisfied with the resolution and appreciate TCLs quick response and assistance.

    Regards,

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

     

  • Initial Complaint

    Date:12/10/2024

    Type:Service or Repair 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 purchased a TCL television on April 8, 2022. After about a year, I contacted TCL for assistance under warranty, but they showed no interest in helping. The TV included an additional one-year warranty through the retailer that I was informed was managed by the manufacturer, which I explained to them. However, they refused to honor it. After several delayed responses, TCL eventually acknowledged the second-year warranty but stated I had to go through the retailer instead of them. Unfortunately, they only informed me of this after the second year had already ********* one point, they claimed they would escalate my issue but later said they couldnt. Now, Im stuck with a TCL TV that barely lasted a year, and no one is taking responsibility for their product. Its disappointing that a TV failed so soon after purchase and the manufacturer has no care to assist. Most recently, I asked for a repair quote to resolve the matter myself, but they couldnt even provide that.

    Business Response

    Date: 12/11/2024

    Please send TCL details for the issue you are having, a copy of the receipt and a picture of the serial number sticker on the backside of the TV.  We can revisit this issue.  

    Customer Answer

    Date: 12/13/2024


    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. I am currently working with the business for a resolution and I will update if anything changes. 

    Regards,

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

     

  • Initial Complaint

    Date:12/10/2024

    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 have been waiting to receive a new TV as a replacement for mine that was still under warranty. I was told over two weeks ago I should receive the replacement within 3-5 business days. I have been waiting over two weeks and have not heard any updates or received any shipment information, and when I call they just say there are no updates.

    Business Response

    Date: 12/10/2024

    The dropship is on the way.  

  • Initial Complaint

    Date:12/06/2024

    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 have purchased 2 TCL 65 inch TVs and they both have only lasted 2 years. Im not sure if you have a default in your 65 inch but a TV should last longer than 2 years. I will continue to put complaints in until your company replaces my TV

    Business Response

    Date: 12/09/2024

    Please send TCL a copy of your receipt, a picture of the white serial number sticker on the back side of the TV and a short video of the issue.  We can revisit this issue.  

  • Initial Complaint

    Date:12/05/2024

    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.
    ***** is less than 1 year old and still under manufacturer warranty. One day I came home from work and turned on my TV after using it just that morning and the TV picture was messed up to the point I could not see any picture on my TV only colored lines. I have a padlock on my bedroom door and I am the only one with a key. There is no damage to the TV and nothing happened to the TV. I submitted all images to TCL TV claim center and they denied my claim to replace my TV stating that there was physical damage. There very CLEARLY is NO physical damage. The only thing I did was turn on my TV and it was no longer able to be watched/used. This is very clearly mechanical or electrical damage which is covered under the manufacturer warranty within a one year period of purchase. All I am looking for is my TV to be replaced because I did nothing to the TV at all. This is guaranteed by the manufacturer and I am not sure why they are lying and saying there is physical damage because anyone can see that there is not and that just is not possible because of my specific living situation. I feel violated and taken advantage of and accused of something that just is not true. I feel that TCL is just not willing to hold up their end of their warranty for their customers and leave people like me without a TV because of their mechanical/electrical malfunction. I feel like I deserve to be compensated for this defective TV and have mine replaced in a timely fashion as I have only been given the run around from this company and have had negative customer service experiences. Please help me.

    Business Response

    Date: 12/06/2024

    Based on the video evidence the customer provided to ********************** the screen was visibly cracked which voids the warranty.  The video shows the actual damage to the screen, as the photo provided to BBB doesn't show the damage effectively.

    Customer Answer

    Date: 12/06/2024

    It would  not let me send the video before when I filed my complaint. I tried to send the video in which they are referring to but I keep gettin this message The file you have uploaded is either too large or a file type we do not accept. Please check your uploads and resubmit. is there another way I can send the video to you,  the Better Business Bureau for your review because clearly there is an issue of lying with TCL.

    Business Response

    Date: 12/06/2024

    TCL can send a technician out to the customer's home but when they arrive and see the crack on the screen they will not be able to repair the television.  TCL does not repair panels, this deny was claimed due to physical damage.  

  • Initial Complaint

    Date:12/05/2024

    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.
    Tv is starting up in black and white blurry i have to go back and reset to factory settings works for a while then I have to do it again I sent videos as requested by *** said they would move forward but nothing I c a n send videos if needed just want repaired or replacement

    Business Response

    Date: 12/05/2024

    TCL will contact the customer directly regarding this.  

  • Initial Complaint

    Date:12/02/2024

    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.
    November 18th I filed a warranty claim and through many emails and a few phone calls they will not accept any of the information needed to do a warranty claim. I have provided all the necessary information but they just keep requesting it and it doesnt make sense. The overseas agents do not understand or comprehend what Im telling them or they are pretending not to understand either way it is impossible to do a warranty claim for a very obviously damaged TV

    Business Response

    Date: 12/03/2024

    TCL is looking for fullscreen images not cropped images of the issue please send full screen images of the issue and product information page, also we are looking for a picture of the white serial number sticker on the backside of the TV, not the black model information.  Also the POP had water damage on it, is it possible to send a clearer image?  Please resend these and the case will be escalated and further evaluated.  

  • Initial Complaint

    Date:11/30/2024

    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.
    TCL overseas Technical Support is SO VERY VERY INCOMPETENT, words could never describe. Two phone calls, 20 minutes this time and neither one of the individuals could understand enough English to address the concern and then when they finally thought they understood what I was asking they were addressing a completely different situation. This should never ever be allowed with anyone and any company ever. TCL has the most inept, unproductive staff that I have ever had to deal with in my life and not once, not once have I ever received help from anyone anytime I have ever called. When I addressed the concern several times before, it still goes right to overseas technical support and once again the language barrier problem starts all over again and the fact that these employees do not know their product, not one bit do they know their product and frankly I'm tired of it. The purpose of calling Technical Support is to get the knowledge that the employees are trained about to help you and not once, not once has this ever happened and all my concerns are still not addressed a month later and I'm tired of this. You cannot communicate when there is a serious language barrier and employees do not understand the English language to communicate effectively and fix the issue at hand TCL, this is a serious problem with you as a company!

    Business Response

    Date: 12/02/2024

    TCL will contact the ** directly regarding this.  

TCL North America is NOT a BBB Accredited Business.

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