On Saturday May 7th our 9 month old 42" tv just quit. It turned on and then clicked off all by itself. Ummm, it worked just fine 2 hours ago. Ok, so I don't freak out because I have a warranty. We purchased a warranty from Wal-Mart -- which we were told was a replacement plan. But are they standing by that? NOPE. We still have the 1 year warranty from VIZIO. I was told by Wal-Mart I needed to call them.
So I try to contact their customer service department. Closed. So first thing I do the next morning (yes on Mother's Day!) is I call and they have me attempt to fix it. I'm suppose to unplug all the cords, wait about 30 seconds and then plug it back in. Try turning it on. Uhhhh, nope still not working. The person I spoke with said they needed to send me a firmware update on a flash drive. It should be here by Friday May 13th by UPS Ground. UPS runs and nothing. I call customer service and explain everything again. The woman was nice and said well let me see if I can find a tracking number and I'll call you back. I received the call back and she gave me the tracking number for FedEx - should be here Monday. Guess what it was at our local FedEx on Saturday and sat there for the weekend.
It arrives today. Guess what? It doesn't work!!!! Yet another call to VIZIO.
And the man tries to walk me through it. The instructions were very plain. I'm pretty tech savvy. This little lady wasn't doing it wrong. And you know what....he put me on hold 3 times because HE DIDN'T KNOW WHAT HE WAS DOING! So he finally tells me we need to send a technician out to look at it. How long is that going to take? Oh well this is a good day to schedule it - it's Monday - it should be 2 to 3 days. The repair company will call to tell you the time they will be out.
At around 5:30 this evening the repair company calls - VIZIO - not the repair company - scheduled it for the 24th. Is that 2 to 3 days? I don't think so!
So I tell my husband....he calls VIZIO and asks them what will happen if this piece that the technician receives doesn't work like the one they sent us. Well, then we'll try another piece. And how long will that take? Another 8 to 10 days!
It has felt like every person we have talked to has told us some sort of lie.They've backtracked and changed their stories. It's getting old to be pushed off to the side. I know I am just one of thousands of customers BUT I AM A CUSTOMER.
Now I understand that things take time. But we spent over $600 on this tv. Money that doesn't just appear. We work for our money and they just expect us to sit around for possibly a month (or more) with no tv. Now I know that a tv isn't the most important thing ... but it's ours and we spent our money on it and we deserve to have it work.
We don't purchase big ticket items every day. So this stings. It's put a bad taste in our mouth for not only VIZIO but Wal-Mart.
Ok I'm done ranting - for now, until something else sets me off - but I just wanted ya'll to know to be very careful about what you buy and from where. Make sure that they are really going to stand behind their products and not give you the run around.