Dear Mr. Wang,
In June of 2008, my wife purchased a 32" Vizio Plasma television for me for Father's Day. Needless to say, I was very happy, having wanted to make the switch to HD and finally being able to do so. Our current television was over ten years old, so I was looking forward to a long relationship with this television and Vizio.
Around December of 2009, I noticed some odd behavior from the television. It would flash on, and then off, and then on again. As though it were like a car having trouble turning over to start in cold weather. The problem was annoying in the beginning, and worsened over the last few weeks. Until tonight, when it refused to turn on at all.
Once the holidays were over, I called technical support, to find out just what I could do to either fix the television myself, or what you could do to stand behind your product. The customer service agent, who was very polite, informed me that since my warranty had been expired, and that my wife hadn't purchased an extended warranty upon purchase, that it would cost me anywhere from $200 - $300 to repair what was determined, to be something involved with the power supply.
Since my wife paid only around $650 for the television, I was shocked that the repair bill would be anywhere from 1/3 to 1/2 of what we paid for it. I understand that electronics and their components aren't cheap, but still - given the way that prices on LCD's and Plasma televisions have dropped over the past 18 months, I could just as easily purchase a new television for just a little more than the cost to repair my old new one.
That being said, I'm very disappointed in your product, and your warranty policies. I look at televisions like other major appliances - something that will last a long time, and when it breaks down, it will be from old age. If your product can't withstand average use for 18 months, I don't believe that I can trust it to last for the time that most other appliances should, and given the financial investment involved, I'm sure you can understand my disappointment.
At this point, due to financial reasons, I am going to have to go back to my now 11 year old television and use that, until I can afford to purchase a new LCD TV, which, given my understandable disappointment with Vizio, will be another brand.
Thank you for your time.
Jeremy Zehr
Caledonia NY
UPDATE 2/10/10
Approximately 24 hours ago, a link to my blog was posted on The Consumerist. I had sent this to Ben Popken when I posted it, but had actually forgotten that I'd done so. Several anonymous commenters have lambasted me, claiming that I did this purely expecting something for nothing from Vizio -- which couldn't be further from the truth, but what can you do, the Internet is full of trolls who have nothing better to do than assume the worst.
However, I did just get off the phone with a Sabrina Van Gilder, who works in the Customer Service Department at Vizio. This entire situation has taken an unexpected turn, which I will keep you abreast of in the days to come.
In June of 2008, my wife purchased a 32" Vizio Plasma television for me for Father's Day. Needless to say, I was very happy, having wanted to make the switch to HD and finally being able to do so. Our current television was over ten years old, so I was looking forward to a long relationship with this television and Vizio.
Around December of 2009, I noticed some odd behavior from the television. It would flash on, and then off, and then on again. As though it were like a car having trouble turning over to start in cold weather. The problem was annoying in the beginning, and worsened over the last few weeks. Until tonight, when it refused to turn on at all.
Once the holidays were over, I called technical support, to find out just what I could do to either fix the television myself, or what you could do to stand behind your product. The customer service agent, who was very polite, informed me that since my warranty had been expired, and that my wife hadn't purchased an extended warranty upon purchase, that it would cost me anywhere from $200 - $300 to repair what was determined, to be something involved with the power supply.
Since my wife paid only around $650 for the television, I was shocked that the repair bill would be anywhere from 1/3 to 1/2 of what we paid for it. I understand that electronics and their components aren't cheap, but still - given the way that prices on LCD's and Plasma televisions have dropped over the past 18 months, I could just as easily purchase a new television for just a little more than the cost to repair my old new one.
That being said, I'm very disappointed in your product, and your warranty policies. I look at televisions like other major appliances - something that will last a long time, and when it breaks down, it will be from old age. If your product can't withstand average use for 18 months, I don't believe that I can trust it to last for the time that most other appliances should, and given the financial investment involved, I'm sure you can understand my disappointment.
At this point, due to financial reasons, I am going to have to go back to my now 11 year old television and use that, until I can afford to purchase a new LCD TV, which, given my understandable disappointment with Vizio, will be another brand.
Thank you for your time.
Jeremy Zehr
Caledonia NY
UPDATE 2/10/10
Approximately 24 hours ago, a link to my blog was posted on The Consumerist. I had sent this to Ben Popken when I posted it, but had actually forgotten that I'd done so. Several anonymous commenters have lambasted me, claiming that I did this purely expecting something for nothing from Vizio -- which couldn't be further from the truth, but what can you do, the Internet is full of trolls who have nothing better to do than assume the worst.
However, I did just get off the phone with a Sabrina Van Gilder, who works in the Customer Service Department at Vizio. This entire situation has taken an unexpected turn, which I will keep you abreast of in the days to come.
Comments
It's not hard to replace them
So, if you purchased it 18 months ago, and your credit card doubled the 1-year warranty, you might be able to salvage the deal
Technology changes pretty fast, and I'd rather buy a new TV every few years than pay a lot of money now for a TV that will still be working, but won't be what I want, 5 years down the line.
Yes, that does mean some TVs will only last a year and a half. You definitely got bad luck. But if you didn't want to deal with that, you were likely offered an extended warranty.
It seems you want the benefit of the extended without having to pay of it and want the benefit of the cheapest HDTV on the market without the downsides.
Great TV's and monitors if you can find one that works and... good luck with that. The customer service sucked.
Fortunately, if you know how to solder or know someone who does (and really does and won't put the capacitors on backwards), you can usually solve the problem for $10 or under. Remove the casing, take out the board and replace the capacitors.
Also Vizio makes a solid product, unfortunatly for you I guess you can consider yours a defect. I own two Vizio LCD TV's a 26 and a 32 and the 26 is well over two years old and still works just as good as it did when it was pulled out of the box.
You might find better luck taking it to a TV repair spot and having them look at it first before deciding on what to do about buying a new one.
I didn't write this letter to William Wang to get anything. In fact, I expect nothing from Vizio. The reason I put this story out there was in case anyone was in the market for an LCD or Plasma television and considering Vizio.
The power supply problem is a known issue with Vizio televisions, and they refuse to acknowledge it. Google Pop of Death and Vizio together and you'll find that hundreds, if not thousands of people have had the same issue.
I even went so far as to post this letter on the Vizio Facebook page, forward it to Vizio on Twitter, to no avail. The Facebook page even banned me and deleted the post - they wouldn't want anyone out there dare question the quality of their product.
We had our plasma tv for 3 days and the power supply went bad... Panasonic wanted to send a tech out. Oh no, I said, it's going back. Then I went to Costco and bought the same model with double the warranty for $100 less (I didn't know they sold TV's).
Just my .02. Of course I would NEVER advocate being less than honest. :)
Another thing that disappoints me more is the fact that they call themselves an American company, when everything except for the CEO's office is in China...
But then again... that's the new American way right?
Given the issues that many people have had with Vizio power supplies, I'm really surprised that they haven't done anything to combat the bad PR. But then again, combat costs money, doesn't it?
Why do you believe you deserve this? Why didn't you but the warranty? I paid an extra $200 for an extra year on my factory warranty, so why should you get the same treatment for paying $0?
I'm on the side of Vizio on this one, and I hope they don't give you anything since you are encouraging people to be babies.
Around Christmas time, I attempted to buy a small Vizio tv at my local Walmart. The sales associate practically begged me not to buy it, saying that they had an extremely high return rate on Vizio products due to poor quality.
Dude, learn to READ. I said I don't want or expect anything from Vizio. This letter is something that should serve as buyer beware for anyone who is considering buying a Vizio television.
Americans want to pay the lowest cost possible for things, China has made that possible. It's cheap and it's crap but every American can afford to buy all the junk they want now. Younger folks already seem not to expect quality.
You got boned, Vizio did nothing wrong here, and attempting to call out Vizio and their CEO via an "open letter" smacks of a shameless ploy to be compensated outside of their reasonable 1 year warranty policy.
I hope in the next update we read regarding this story isn't "Vizio offered me a new tv, and I took it."
My only goal was to see them own up to a well known issue to their TVs, which they have done with me on the phone.
Hopefully you got at least some satisfaction from Vizio. But you should feel, sort of, lucky that your tv at least lasted through the warranty period. I haven't been so lucky.
I'm currently going through a fight of my own after our 21 day old 47" Vizio died a couple weeks ago. I was told our On Site Swap replacement tv would be delivered today. Unfortunately the shipper doesn't even have the replacement yet.
I've talked to 5 different reps and 2 supervisors so far. Vizio's customer service reps are very polite but the actual service has been spotty and overall less than satisfactory.
After reading your post and some of the more intelligent comments here I definitely don't have good feelings about this purchase and won't buy another. I've also made sure friends and family are aware of my experience. I know I've stopped at least one purchase! My mom was going to buy one until I told her ours died after 3 weeks.
Don't let the haters get you down! Lots of trolls on the web!
This information was sent to me, about a Class Action Lawsuit, which is getting mounted for anyone's Vizio woes, so step up instead get some relief and follow through-Here is the info link-
Here is a law firm exploring a class action law suit against Vizio:
http://chimicles.com/case/vizio-televisions
TimothyMathews@chimicles.com
Ithink it was very brave and courageous! Please go here and register your experience- They are going to bring a Class Action Lawsuit on behalf of wronged consumers, which is all of us. By that I mean legitimate people who have had this problem! Not the pretenders who work for the company- info: Here is a law firm exploring a class action law suit against Vizio:
http://chimicles.com/case/vizio-televisions
TimothyMathews@chimicles.com
I wish you nothing but the very best, and don't listen to the evil negatives! regards,
Fighter!
LOVE your letter! I came across your blog in search of Mr. Wang's contact info myself. I purchased a Vizio 42" Plasma TV back in December 2006. Two years later I got the black screen of death. Vizio informed me it was out of their standard one-year warranty so they opted to not help me. I then went back to Costco, where I purchased the TV from, and surprisingly it was still covered under their two-year warranty. I was able to get it fixed. Now another two years later and just today guess what!? Yep, black screen of death for the second time. This now makes this twice in four years and my TV is no longer covered by Vizio or Costco. So our 2K we spent on this TV essentially was for a 4 year lifespan....BOGUS! A TV should last 10 years at the very minimum. I am extremely upset with this and the fact that I have also come to learn that Vizio has also stoped manufacturing Plasma TVs. Good luck to you and I will be checking back.
mylindawn
Kudos to you for posting your comments. I tried something similar on their facebook page. I have a 46 in LCD tv with the black lines and shades all over it. The customer service rep said the life expectancy on lcd tvs is only 3 to 10 years. I feel 10 should be a minimum.
Yes, there are better brands available, I suppose, but I'm a recent college grad. The little under $500 wasn't even in my budget, but I decided to get a new one so I didn't have to worry about probs with it. Plus, I'd had Vizio before for two years with no issues -- and I bought that one used. I figured I'd be in really good shape with a brand new one.
The previous Vizio I bought used from Overstock.com. A power surge took it out, but up til that point, it worked perfectly.
No matter what brand it is, you don't go into a store and buy a television with the expectation that you're going to be repairing it in 3 months. And but for want of two days, they would be sending me a replacement, anyway.
I'm told one of the boards has gone out. If it's defective now, it was defective on the day I purchase the set, and I believe an exception to warranty policy for those 2 days (replacements are within 90 days of purchase. Mine died on the 92nd day)should be made and my set replaced with what I purchased -- a new one.
I've spoken to three Vizio reps so far. I asked to speak with someone higher up but they said higher ups don't talk to Customers. That's according to the customer support supervisor I spoke with.
For me, the way Vizio is handling this issue is almost as bad as the tv dying.
Pretty sad and frustrating for me as even with the repair, the only way I have some peace of mind concerning other defects is to give Vizio an additional $99 for an extended warranty. A little like taking your car to the mechanic that put the sugar in your tank. :(((
Yes, there are better brands available, I suppose, but I'm a recent college grad. The little under $500 wasn't even in my budget, but I decided to get a new one so I didn't have to worry about probs with it. Plus, I'd had Vizio before for two years with no issues -- and I bought that one used. I figured I'd be in really good shape with a brand new one.
The previous Vizio I bought used from Overstock.com. A power surge took it out, but up til that point, it worked perfectly.
No matter what brand it is, you don't go into a store and buy a television with the expectation that you're going to be repairing it in 3 months. And but for want of two days, they would be sending me a replacement, anyway.
I'm told one of the boards has gone out. If it's defective now, it was defective on the day I purchase the set, and I believe an exception to warranty policy for those 2 days (replacements are within 90 days of purchase. Mine died on the 92nd day)should be made and my set replaced with what I purchased -- a new one.
I've spoken to three Vizio reps so far. I asked to speak with someone higher up but they said higher ups don't talk to Customers. That's according to the customer support supervisor I spoke with.
For me, the way Vizio is handling this issue is almost as bad as the tv dying.
Pretty sad and frustrating for me as even with the repair, the only way I have some peace of mind concerning other defects is to give Vizio an additional $99 for an extended warranty. A little like taking your car to the mechanic that put the sugar in your tank. :((( Sorry for the double post.
Oh BTW -- There are PR type firms that specialize in reviewing social media, chat rooms and other internet sites purely for the purpose of negating complaints and posting POSITIVE reviews. Some of these anonymous replies seem to be from these type of businesses.
A company that stands behind their Brand reputation is TOSHIBA who took a $BiLLION write-off to support laptop customers affected by that Intel? chip issue about 8 to 10 years ago. A company that has known problems and continues selling faulty products deserves consumers' warnings like a speed trap deserves blinking heaDLIGHTS!