ComplaintsforTCL North America
Audio Visual Equipment
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Complaint Details
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Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a TCL Television August 24th, 2024, and after bringing it home, realized that it had a defect which made the Television turn green and crash when using any streaming services in the application. On September 3, 2024, I sent a warranty request, asking for it to either be repaired or replaced. Ever since then, I have been in a loop between them asking for pictures that I have sent previously, and saying that they are working on it. I have not made any progress in repairing or replacing the television in the nearly two months of communication with them. I have called multiple times asking for updates, and the only response is that they "are working on it". I believe that they are trying to draw out the process until I stop asking for updates. I would like them to either give a clear update on what they plan on doing, or simply replace the television.Business response
10/22/2024
TCL will contact the customer directly with the next steps in resolving this issue.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased items from a ******* store that were brand TCL . I had some issues with the items and upon attempting to recieve warrenty replacements , I am being denied . The warrenty listed under AC and TV states specifically I can provide EITHER a reciept or bill of sale for proof of purchase . However TCL is not abiding by that policy and have subjected me to numerious other steps that are no where listed in the warrenty as a step that has to be done . Reading the full warrenty I have followed all steps . TCL on the other hand as repeated to me that they did t receive my documents for months and just today , the day I write this complaint , they finally located them . They then tell me I'm out of warrenty for my TV , dispite me providing the Information within the warrenty and there negligence is the cause of that. And my AC they refuse to honor there warrenty. .. quote " because ***** has ever used a bill of sale as proof of purchase ". Dispite the terms stating that it is a perfectly acceptable proof or purchase . Therefore if my items are not replaced at the end of this process then I will be contacting my states district attorney office , as well as filing not only a civil case but a class action lawsuit for decieving and practicing unfair selling tactics and not abiding or honoring the legal rights assigned to me when I purchased these items as stated in the warrenty agreement . Further more my AC is a smart AC which has further coverages that are listed as 5 and 10 years for the ********* and compressor. These are as well being ignored as a proof of purchase would not even be needed as basic math would tell you the manufacturing date compared to today's date would be within that timeframe. It is absolutely unacceptable that TCL does not honor there warrenty , let alone know it .Business response
10/10/2024
We are waiting for a valid proof of purchase or Bill of Sale from the actual retailer.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a TCL 43S431 a little over 2 years ago and the TV no longer has a display backlight. Googling the issue it seems TCL has quite a bit of quality issues. It is terrible that the product did not last longer and we are filling up landfills with electronic waste that should last much longer. I tried to reach out of either fixing or replacing but did not get very far.Business response
10/10/2024
TCL will email customer directly, we need the warranty requirements to proceed to the next step.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a TCL 43' ******* at *******, *********** on September 25, 2022. On or about September 23, 2024 the TV screen went black while watching. I searched and tried several troubleshooting options, i.e. factory reset, plugged tv in several different outlets, per online troubleeshooting suggestions. I contacted TCL customer support on October 7, 2024 and was on call with tech for well over one hour troubleshooting; to no avail. I uploaded to TCL support proof of sale, serial number along with a video of the TV screen. **** informed me that 2 yr extended warranty had expired and there is nothing TCL could do to resolve the issue. I contacted my local ************************* and me with a long time employee who informed me that they have been getting many complaints concerning TCL tvs backlight issues and they have personally stopped recommending the TCL brand to customers. A brand new television should work for many more years than two. I would like to have this TV set replaced.Business response
10/10/2024
TCL will contact the customer directly in regard to this.Initial Complaint
10/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
purchased TCL dehumidifier from ****** on 4/14/2024. Now the unit doesn't work. The company calls back and wants me to try different buttons, unplug unit, etc and yet the machine doesn't want to work. When I sent them the required information they say that something is wrong and they need a different picture of the receipt. They are doing everything possible to not honor the warranty on the dehumidifier.Business response
10/04/2024
TCL will contact the customer directly with the resolution.Initial Complaint
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to formally request a refund for my TCL television, which has been problematic since its purchase. Despite my efforts to resolve these issues through customer support, I have not received satisfactory solutions, leading me to feel compelled to escalate this matter.Purchase Details:Model: 65Q750G Serial Number: ******************* Purchase Date: November 21st, 2023 Warranty and Repair Concerns: I purchased the TV for $705.24, and it experienced significant issues within the first year of use, including the current problem with the tv turning black three weeks ago and staying that way. My warranty is set to expire soon, and TCL's customer service has confirmed that there is no option for an extended warranty after the original expires. This leaves me feeling unsupported and apprehensive about the reliability of the product moving ************* Issues with Repairs: In my communications with TCL, I expressed concerns regarding the repair process. While I was informed that the TV is repairable, I have read numerous customer complaints indicating that many have faced recurring issues shortly after repairs, with little to no support from TCL once the warranty has expired. This has led me to lose confidence in the longevity of the product, especially considering the investment I made.Customer Experience: Throughout my interactions with TCL's customer service representatives, including Nessa S. and **** *** *., I was assured that my concerns were understood. However, the lack of options for extended coverage or a clear plan for ongoing support has only heightened my frustration. I feel that I am being placed in a situation where I must ****** on the product's reliability without proper assurances.Given these circumstances, I am requesting a full refund for my television. I believe this is a reasonable resolution considering the significant issues I have faced and the lack of support from TCL.Business response
10/01/2024
TCL has a 90 warranty on the repair so the customer will be protected after the repair of their television.Customer response
10/01/2024
Thank you for the response but after having 3 weeks of my time wasted and being escalated to multiple customer service **** and managers with none of them being able to help me. I am at the point where Id rather have my money refunded and the tv returned.
I spent $700 on this tv and my customer service experience with ********************** has been atrocious.
I just want my money back now.
Business response
10/02/2024
Due to TCL warranty process the repair needs to be attempted before they can issue a refund. If the repair is attempted and the technician reports it unsuccessful, or the customer finds the TV to be defective within the 90 day warranty period a refund will be given.Initial Complaint
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/13/22 I purchased a 55 in TCL 4k television from ******* located at ******************************************. On 7/10/23 the tv started losing its picture and the entire screen turned black. I contacted customer service because the tv was still under the manufacturer warranty. **************** agreed to replace the tv. A few days later I received the replacement. On 9/29/24 the replacement tv begin to have the same issue with the screen going black and today 9/30/24 the screen is completely gone out. I contacted **************** again only for them to tell me that there is nothing that they can do. I paid $363.80 which included a 4-year warranty and taxes. All I'm asking for is another tv or a refund. Please, because this is ridiculous, I have not had the product long enough to enjoy it. The tv is in my bedroom, I work 40+ hours per week so I'm barely home to enjoy this tv and now it's gone back out. Apparently, something is wrong. I have the receipt to show the purchase.Business response
10/01/2024
TCL offers a one-year manufacturer warranty. Please get in touch with your 4 year service plan provider for the replacement.Initial Complaint
09/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Tv went black very sudden, tv has minimal use less than a year old. I would like a replacement under the manufacture warranty.Business response
10/01/2024
TCL is working directly with the customer in regard to this.Initial Complaint
09/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a new, open-box TCL television from ******* December 10th, 2023. Ive been emailing their support for roughly two weeks to get support as the tv experienced a major defect. No damage but pixels started dying. Theyre not honoring their 12 month warranty. Instead claiming the tv doesnt qualify. This is despite there being no indication in the warranty policy that a simply opened box from a major US retailer would not qualify. Their business practices are out of line denying service in such a manner. I simply want a functional television.Business response
09/27/2024
TCL warranty covers:
Defects in materials or workmanship to the original owner of this TCL Product when purchased as new from an Authorized Dealer of TCL brand Products in ***************** and packaged with this warranty statement.
Open Box items do not apply. Open Box Items have a 90 day warranty.Initial Complaint
09/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought the TV 9/19/23 for $265.44 .Nine months later I have horizontal lines and pink shadows of the program. I have sent them all the items multiple times and I am not getting a refund. They say at the end of the last email that this issue has been solved, it has not. I am still waiting for my refund. Please helpBusiness response
09/26/2024
TCL will work directly with the customer in order to resolve this issue
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Customer Complaints Summary
388 total complaints in the last 3 years.
163 complaints closed in the last 12 months.