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Completely Dissatisfied with Vizio Customer Service and Failure to Honer Warranty
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I own a Vizio television still under the initial warnety that has had a small cluster of dead pixels appear in the upper right hand corner. I have previously had an exceptionally positive experience with Vizio’s customer service department when a previous television had experienced a line of dead pixels, however I fell very dissatisfied with my most recent experience with this television.
I had purchased my television through Costco and therefore qualified for the “Costco Concierge Service”. I used this service to initiate my warranty claim. The initial conversation I had with the Vizio customer service representative was positive and pleasant. The representative seemed friendly and eager to assist. As per Vizio’s standard policy I was asked to submit several photos, which I promptly did. A Vizio representative left a message for me on the second business day after I had submitted my initial and request additional close up pictures and a photo wit the television turned off. I submitted these photos the same afternoon.
I received a call from a Vizio representative the following business day who informed me that a technician that had reviewed the photos I had sent had decided that the dead pixels were not a manufactures defect but rather a result of physical damage. I was then informed that Vizio would not repair or replace the television. The representative did offer to provide a phone number for a local repair company that may be able to repair the dead pixels, however, Vizio would not be responsible for the cost.
I immediately inquired about the process to appeal the decision of the technician and was told that there was no way that the decision could be reviewed or appealed. I asked for a contact number for the technician so that I could speak directly to him/her, however, the Vizio representative stated that contacting the technician would not be possible. As I am sure that there has not been any physical damage to the television, I suggested that perhaps it was possible that the technician had made a mistake. The Vizio representative repeatedly told me that the technician’s decision was final. I asked to speak to a supervisor and after the representative told me that the supervisor would not be able to help me either she agreed to transfer me, however, during the time I was on hold I was disconnected.
Since I had previously used the “Costco Concierge Service” to initiate the claim, I contacted Costco again to see if there was anything Costco could do to assist. The Costco representative helped me re-connect with another Vizio representative. The Costco representative remained on the line during the conversation. The Vizio representative I was connected with immediately offered me a phone number for a local repair company. I declined and proceeded to ask again about an option to appeal the Vizio technician’s decision. I was again told that there was no option to appeal the case or review. I was also told that the pictures I submitted showed physical damage to the front of the television when the TV was turned off. Since there is no physical damage to the front of the television I asked the Vizio representative if it is possible that there had been mistake made and the wrong picture associated with my case. The Vizio representative avoided this question and stated again that their decision was final.
In looking for a solution I explored several other options in hopes of coming to a mutually agreeable solution with Vizio. I offered to submit additional pictures to Vizio in case that the picture they had received and had assigned to my case were either incorrect or had become corrupted during email transfer and showed a blemish that did not actually exist. The Vizio representative declined this option and stated again that Vizio would not review the case. A second suggestion was made by the Costco concierge agent, who inquired if Vizio would reconsider their decision if I were to have a technician from Vizio’s recommended repair agent come and inspect the television (at my cost) and certify that there was no physical damage. The Vizio representative initially said that this would not be possible but did place the call on hold while he inquired about this possibility. When the Vizio representative returned to the call he again stated that an inspection from the Vizio recommended repair agent would not influence their decision. Further to this, he added that any work from any repair technician, including ones recommended by Vizio would result in the warranty being voided.
Throughout the call I repeatedly asked how a Vizio’s technicians could be certain that physical damage existed from only seeing the television in a picture and never having anyone see the television in person. The only response I received is “the technicians are very good”. I appreciate that the technicians are likely very skilled, highly trained individuals, however, I still believe that mistakes can be made. I do not understand why there is no policy in place to review or appeal decision. Additionally, I do not understand why Vizio’s representative refused adamantly to review any additional images.
Overall, I am very disappointed with this experience. I do not understand Vizio’s decision to not review the case or submit additional pictures to support my claim that there is no physical damage. Moreover, I am disappointed in how the situation was handled. Neither of the Vizio representatives were able to provide a reason why a review of the case was not possible. My previous experience with the Vizio customer service department made me feel appreciated as a customer whereas this one left me dumbfounded as to how such a successful company can operate with these policies.
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Update - 10-12-2012
A Vizio representative contacted me and was very apologetic about my experience. They agreed to review my case and found that my issue was a manufactures defect. Vizio has agreed to replace my television.
I am completely satisfied with the outcome of this complaint.
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Business's response - on 10/5/2012
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Dear VIZIO Customer, Robert. I am sorry to hear of the problem you have experienced with your VIZIO HDTV. I have discussed with you your resolution and we have decided to move forward. We apologize for any delays or inconveniences this process may have caused you. You have my direct contact information; please do not hesitate to contact me with any further questions or concerns. Best Regards, Breena Sanchez, Escalations Representative, VIZIO Inc.
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