ComplaintsforVizio

Audio Visual Equipment

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Initial Complaint
11/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to express my deepest displeasure and disappointment with Vizio customer service. I have purchased a ******** that does not work. I have a 1 year manufacturer warranty and I DEMAND a new soundbar be shipped to me. I will also be filing a complaint with the ***********************************************
Business response
11/18/2024
Dear Better Business Bureau Representative:

VIZIO****** (VIZIO) is in receipt of the Better Business Bureaus (BBB) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that upon review of the complaint VIZIO has determined that this complaint is covered under VIZIOs warranty. VIZIO has contacted this customer and is working on a resolution with the customer. A copy of ********************* warranty can be viewed online at **********************************************. VIZIO considers this matter closed.

At VIZIO, the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at ******************************************* for information and assistance.

Sincerely,
VIZIO, ***
Customer response
11/19/2024

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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *******
Initial Complaint
11/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a Vizio TV online when it arrived. I opened the box and set it up. When I turned it on the screen was broken. I contacted the customer service because it did come from their warehouse and they told me there warranty does not cover this. so I asked him how can can a warranty not cover a broken TV that came from them. and they said they are not going to cover it so it either want them to give me my money back or replace this TV. I guess theyre insinuating that somehow I broke the TV thats not possible when I took it out of the box broken. and I did pay for a warranty, so I feel they should cover this.
Business response
11/18/2024
Dear Better Business Bureau Representative:

VIZIO****** (VIZIO) is in receipt of the Better Business Bureaus (BBB) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that VIZIO has determined that the VIZIO television in question suffered a non-manufacturing defect. Non-manufacturing defects are not covered under VIZIOs warranty. A copy of VIZIOs warranty can be viewed online at ****************************************************; In the interest of providing customer satisfaction ******************** has offered the customer a rebate on a new ******************** product.. The customer refused the offer. This is the only offer VIZIO is able to make at this time.

At VIZIO, the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at ******************************************* for information and assistance.

Sincerely,

VIZIO, ****
Initial Complaint
11/13/2024
Complaint Type:
Customer Service Issues
Status:
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.
On 10/30 I received a replacement unit. But the replacement unit is flickering. I contacted support they said a refund request would be submitted since I can't provided a credit card. I don't want refund, why should I have to offer credit card not my fault plus I'm disabled and only get government benefits so why am I being punished.
Business response
11/15/2024
Dear Better Business Bureau Representative:

VIZIO****** (VIZIO) is in receipt of the Better Business Bureaus (BBB) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that upon review of the complaint VIZIO has determined that this complaint is covered under VIZIOs warranty. VIZIO has contacted this customer and is working on a resolution with the customer. A copy of ********************* warranty can be viewed online at **********************************************. VIZIO considers this matter closed.

At VIZIO,the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at ******************************************* for information and assistance.

Sincerely,
VIZIO, ****
Initial Complaint
11/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a Vizio tv from ******* that is still under Vizio warranty and I noticed in July that there is a black spot on the tv that I did not put there. I reached out to Vizio and they told me that that type of issue is not covered under warranty and the warranty only covers technical issues such as volume issues. To me this is not right because the tv is clearly defective and I did not cause the defect. Since it is still under warranty they should replace the tv at no cost. I have been putting in numerous requests with Vizio since July and nothing helpful has occurred.
Business response
11/18/2024
Dear Better Business Bureau Representative:

VIZIO****** (VIZIO) is in receipt of the Better Business Bureaus (BBB) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that VIZIO has determined that the VIZIO television in question suffered a non-manufacturing defect. Non-manufacturing defects are not covered under VIZIOs warranty. A copy of VIZIOs warranty can be viewed online at ****************************************************; In the interest of providing customer satisfaction ******************** has offered the customer a new ******************** product as a courtsey. The customer refused the offer. This is the only offer VIZIO is able to make at this time.

At VIZIO, the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at ******************************************* for information and assistance.

Sincerely,

VIZIO, ****
Initial Complaint
11/06/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a Vizio 50 inch tv last year on 11/15/2023 from a ******* store in ******** . Vizio offers 3 year warranties on products . My tv started having lines in the picture . I tried filing a claim with Vizio and the way denied me .
Business response
11/13/2024
Dear Better Business Bureau Representative:

VIZIO****** (VIZIO) is in receipt of the Better Business Bureaus (BBB) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that VIZIO cannot fully investigate this complaint without additional information from the customer. ******************** has been unable to reach the customer regarding this matter.

Again, VIZIO cannot further comment on this complaint without the above referenced information from the customer. At ********************, the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at ******************************************* for information and assistance.

Sincerely,
VIZIO, ****
Initial Complaint
11/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This is the 3rd vizio tv i have bought because i like vizio. I have continuously had issues with connecting to the internet and my mother in laws tv wont turn on sometimes at all. I also had a previous vizio tv that stopped working completely. I would like a replacement smart tv or some money back for the issues.
Business response
11/13/2024
Dear Better Business Bureau Representative:

VIZIO****** (VIZIO) is in receipt of the Better Business Bureaus (BBB) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that upon review of the complaint VIZIO has determined that this complaint is covered under VIZIOs warranty. VIZIO has contacted this customer and is working on a resolution with the customer. A copy of ********************* warranty can be viewed online at **********************************************. VIZIO considers this matter closed.

At VIZIO, the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at ******************************************* for information and assistance.

Sincerely,
VIZIO, Inc.
Initial Complaint
11/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 10/30/24 i purchased a brand new M-series Vizio 5.1 dolby atmos soundbar from *******. This unit was brand new in the box, with all hardware still in sealed plastic bags. After setting up unit, it would not switch to the hdmi port consistently. Once it did, it would continue to switch from whatever imput to a random imput. I called the tech support. Gave them the serial number. They checked serial number and went thru over 40 minutes of troubleshooting before it was determined the unit was faulty out of the box. After checking, he determined I bought the unit that day, and it was under warranty. I was told I would get a unit the NEXT DAY ( I asked if I might get it by the next monday) He asked me to verify the purchase, by texting the reciept. I sent him a copy, he asked for a better version, sent him that. He approved the exchange. Got my email addrees, mailing address etc. Was told I would get an email regarding sending the unit back. I never received any phone call back, or email regarding the faulty product. So here we are Tuesday, November 5th and I still have not received the promised unit. ************ sold me a lemon. Now a week later, they tried to say i bought the product in July! After this over an hour on the phone with them approving giving me a WORKING UNIT! So, now they say my unit was not brand new, that it was bought before, and they do not have to do anything about giving me a broken BRAND NEW unit out of the box! They said deal with *******. A I live 30 miles and a bridge away from *******. B They allready approved and never said anything about it being renewed when I was troubleshooting it! SO now they are selling renewed as new? Such horrible practice. I want a brand new working system like they promised! This is the worst. I bought a brand new product and now they dont want to give me a replacement because of the replacement cost. They also said they were going to give me this years model as well!
Business response
11/07/2024
Dear Better Business Bureau Representative:

VIZIO****** (VIZIO) is in receipt of the Better Business Bureaus (BBB) notice regarding complaint number ******. Please be advised that upon review of the complaint VIZIO has determined that this complaint is covered under VIZIOs warranty. VIZIO has contacted this customer and is working on a resolution with the customer. A copy of ********************* warranty can be viewed online at **********************************************. VIZIO considers this matter closed.

At VIZIO,the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at ******************************************* for information and assistance.

Sincerely,
VIZIO, ****
Customer response
11/12/2024
This business originally offered a newer model on the first phone call 10/31. And they offered to priority next day air the unit. Here we are Tuesday and they finally gave me an option to re-pay to have them ship me another unit. They promised the unit in 5-10 business days which means the new unit would arrive a full 30 days after original purchase. Furthermore, they are attempting to badger me into taking a unit that is a previous years model (2021) we all know 2025 models are coming out now and they are trying to just get rid of an old model. I tried very hard in talking to Nicko the resolutions manager and he talked to me like a child in condescending tones and was unwilling to give me what they promised. If they do not have my model, they need to give me a newer model. Its just plain simple. I did nothing wrong and am getting the run around. Nothing Vizio has done has been in good faith.
Business response
11/15/2024
Dear Better Business Bureau Representative:

VIZIO****** (VIZIO) is in receipt of the Better Business Bureaus (BBB) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that upon review of the complaint VIZIO has determined that this complaint is regarding a VIZIO sound bar. VIZIO has contacted this customer and has determined the sound bar would need to be replaced. VIZIO offered a substitution model replacement or a refund. However, the customer is unwilling to accept this offer.

At VIZIO, the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at ******************************************** for information and assistance.

Sincerely,
VIZIO, ***
Customer response
11/15/2024
yesterday I was sent an email asking for pictures of the serial number. I originally gave them this info OCT 31.They said they were looking into a solution.(5th time?) Today they said they have no comparable models and now after 17 days and after determining it was under warranty, the only option given was to get a refund . (In another month upon them receiving the unit back) They continue to only offer a lesser model with different numbers and a year before (2021 model). Why should I accept older year and different model? They absolutely lie. I have an email that goes about 20 messages deep over weeks. This is AFTER FIRST PROMISING A REPLACENT THE DAY I bought the product and acknowledging theydefect on a 1 hour tech support phone call. Got all my information and promised a newer unit the next day! You really cant make this stuff up. Then they said again on bbb that it was UNDER WARRANTY on their response here.Then they offer an older model and a different model as the only solution. Then it takes 4 days for them to respond further. Then they say they are looking into getting me a replacement.(15 days after being promised one for a defective item under warranty brand new out of the box. Then today they said I can only get a refund. Ridiculous . I want the model I bought replaced with same model or earlier model if they do not have it. Not an older model. Not to mention having no quality control when having an item not work out of the box???? Ridiculous.
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a 32 in tv at ******* online on April ****** and it stop working. It was to be on warranty by manufacturers, so I send a request to Vizio. They told they were going to send me another tv but it never happened. I kept calling and asking them for a response and they said they were going to give me a refund but I havent received any check. Last time I called was on October 8,and they told there was some kind of issue with the check but that I will get in about a week. So Im asking you if theres anything that you can help me with.
Business response
11/04/2024
Dear Better Business Bureau Representative:

VIZIO****** (VIZIO) is in receipt of the Better Business Bureaus (BBB) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that upon review of the complaint VIZIO has determined that this complaint is covered under VIZIOs warranty. VIZIO has contacted this customer and is working on a resolution with the customer. A copy of ********************* warranty can be viewed online at **********************************************. VIZIO considers this matter closed.

At VIZIO,the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at ******************************************* for information and assistance.

Sincerely,
VIZIO, ****
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The 32 inch tv bought at ****** malfunctioned. I went to ****** and they told me they had a 30 day return policy and to try the Vizio sight for assistance. I called and gave them the serial number of the tv which they check and verified it was under warranty. After verifying it was still under warranty they sent a link to provide a 240 hold on a credit card. Then I was told the following day that it was not under warranty and it was canceled. I called and spoke to a *** who then asked I get a receipt from ****** and send it in. Once that was done they would send the tv. I did taking time off work to get the documentation, and send it in to their number ************ and to ask to speak to a live agent. I did. They confirmed the receipt was received and they would start the next step. Then I was told that model only had a two year warranty that was set for April and they would not send the ***lacement tv. I was told twice it was. Now they don't want to honor it.
Business response
10/24/2024
Dear Better Business Bureau Representative:

VIZIO****** (VIZIO) is in receipt of the Better Business Bureaus (BBB) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that VIZIO has determined that the VIZIO TV in question in this complaint has been out of warranty for two years. A copy of VIZIOs warranty can be viewed online at **********************************************. The VIZIO representative offered courtesy replacement. The customer has accepted this offer. ******************** considers this matter closed.

At VIZIO, the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at ******************************************* for information and assistance.

Sincerely,

VIZIO******
Initial Complaint
10/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a 40 Vizio TV D Series. Serial # *************** Model # ******** Purchased in December of 2022. Tv is not even 2 years old and has stopped working completely. When pressing the power button, no picture or sound displays. Black screen. Called customer service and they basically told us it is not repairable, not under warranty and will need to be replaced on our dime. The TV is not even two years old. We have 4 Vizios in my house and are seriously reconsidering this brand. Wed like to have the TV replaced as it is not even two years old. Severely disappointing.
Business response
10/03/2024
Dear Better Business Bureau Representative:

VIZIO****** (VIZIO) is in receipt of the Better Business Bureaus (BBB) notice regarding complaint number ********. As always, VIZIO takes any complaint reported to the BBB very seriously.

Please be advised that VIZIO has determined that the VIZIO TV in question in this complaint has been out of warranty for over one year. A copy of VIZIOs warranty can be viewed online at **********************************************. The VIZIO representative offered a rebate towards the purchase of a new VIZIO TV. The customer has accepted this offer. ******************** considers this matter closed.

At VIZIO, the quality of our products is very important to us. We rely on and appreciate product feedback from our customers and encourage anyone who has questions about or problems with our products to contact us at ******************************************* for information and assistance.

Sincerely,

VIZIO******

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