ComplaintsforElement Electronics

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought two TVs from element. One in 2017 and one in 2018. The first broke down in December 2021. The total was over $1000. I have been going back and forth with customer service for months, and just the other day my 65 inch backlight stopped working. Im aware these are no longer under warranty, but Element TVs have a history of malfunctioning parts. I cannot fit either of these into my vehicle to take anywhere and I asked element to help with parts so that I could fix them myself. I have been in screaming matches with employees, and the warranty rhetoric is getting on my nerves. I am simply asking for a $50 part, not a new TV or a refund. I would understand if it was just ONE TV that broke. But two within 6 months is ridiculous and Element should be held accountable. I have asked for a week that a manager call me back. These employees don't make enough to deal with an angry customer. I am filing this as a last resort to make element fix one or both of my TVs.

  

  Business response

  06/28/2022

  Business Response /* (1000, 9, 2022/06/23) */ Hello *****, Sorry your TVs are not working. However, we do not have parts for these models. You can look on **** or ********* for spare parts. We do not supply parts for these older models. Consumer Response /* (3000, 11, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is unacceptable. If you cannot provide parts I will ask for replacements. I have filed other complaints as well, and will continue to do so until $1000+ of your companies time has been taken up. The failure of your products rests with your company. Not the consumer who has spent thousands on an inferior product. I expect a call and a refund or replacement for my purchases.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase an Elements 55" **** smart TV. The TV was accidentally damage and I have a protection plan on the TV as well. I called Element Electronics and ******** Protection Plan serviced by ****** *****, an ******** Company, they both told me that they cannot replace or replace my TV that I only had for 5 months. Elements told to call ******** and said that will help in getting my TV repaired or replaced but I did asked to speak to a supervisor and was advised by the rep that the supervisor is going to tell me the the same and I was not transferred them. I called the retailer where I purchased the TV from and they told me it was outside the window to return it and that the manufacturer should be able to help since I am still within the warranty but I told her what they told me. She advised that does not make sense they should be able to help and to call back to speak to the supervisor. I paid $299 plus tax for the TV and $59 for the protection plan and no one can help with my TV. The whole purpose of the protection plan is to be protected and I am not getting that and since I am still within the manufacturer warranty they should have been able to help me since the TV is only 5 months. This is an issue especially calling different companies and they telling to call the other company for help. I am getting the running around on this and I just want my TV repaired or replaced.

  

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/04/29) */ Hello there. We are sorry to hear you accidently broke your TV, unfortunately that voids all warranty. You can take it to our closest UBreakiFix store and they can process an out of warranty claim with us here at Element Electronics. If we have the parts in stock, we will send them to the store for them to repair it. Good Luck. Consumer Response /* (3000, 7, 2022/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, When I called and spoke to a rep why was I not told about this option? I should not have to file a complaint to be given this other options. I know many people that is in my position probably would have wanted to know about this option. I hope that they are able fix my tv within a reasonable amount. Thank you, ******** ****** Business Response /* (4000, 9, 2022/05/06) */ Hello there. Here is our legal warranty document. ELEMENT LIMITED WARRANTY TO ORIGINAL CUSTOMER LCD TV- 42 inches and above Screen Size Models (the "Product") This Product (including any accessories included in the original packaging) as supplied and distributed in new condition, is warranted by Element TV Company, LP ("Element") to the original purchaser of the Product (the "Original Customer" or "you") against defects in material and workmanship ("Warranty") as follows: 1. WARRANTY SERVICE (Parts, Labor and/or Replacement): A. ONE-YEAR WARRANTY: Except as provided in subpart 1.B below, for a period of one (1) year from the date of the Original Customer purchase ("the Warranty Period"), if this Product or any of its parts are determined by Element or an Element authorized customer service provider to be defective in material or workmanship, Element will, at its sole discretion and option: (i) supply, at no charge to the Original Customer, new or rebuilt replacement parts in exchange for defective parts, (ii) repair the Product and pay the labor charges of such Element authorized service provider for same, at no charge to the Original Customer, (iii) replace the Product with a new or refurbished product of similar or better quality, at no charge to the Original Customer, or (iv) refund the original purchase price of the Product (excluding tax) to the Original Customer. After the Warranty Period, the Original Customer must pay for all parts, labor and replacement costs associated with the Product, regardless of any defects in the Product. B. LIMITED EXTENDED WARRANTY THROUGH PRODUCT REGISTRATION: If and only if the Original Customer registers the Product at www.elementelectronics.com within ninety (90) days of the original purchase date of such Product, then the Warranty Period discussed in subpart 1.A. above shall be extended to a period of two (2) years from the date of original purchase by the Original Customer. If the Product is not registered as provided for in this paragraph, then the standard one-year Warranty Period shall apply. C. IN-HOME SERVICE: During the applicable Warranty Period (as set forth in subparts 1.A. and 1.B. above), this Warranty includes "in-home" service (subject to availability), which includes an Element authorized service provider repairing the Product in the Original Customer's home or taking the Product for repairs at an Element authorized service provider and returning the Product to the Original Customer's home. "In-home" service is NOT available in all areas. In order for an Original Customer to receive "in-home" service, the Product must be accessible to the Element authorized service provider. If "in-home" service is unavailable, or the repair cannot be completed through "in-home" service, Element may require that the Original Customer transport the Product to an Element authorized service center, for which the Original Customer may be responsible for any transportation charges incurred to deliver the Product or part(s) to an Element authorized service provider for diagnosis, repair or replacement. The Original Customer shall not return the Product to Element without Element's prior written consent. Element recommends that the Original Customer insure the Product for its full replacement cost when shipping. D. TIMING AND PROCEDURE: Before Warranty service can commence, the Original Customer must contact Element for problem determination and service procedures. Proof of purchase in the form of a bill of sale or receipted invoice, evidencing that the Product is within the applicable Warranty Period set forth above, MUST be presented to an Element authorized customer service provider in order to obtain the requested service. Please call the Toll-Free Customer Service Line at (XXX) XXX-XXXX to obtain Warranty Service and Troubleshooting information. Please have your model and serial number available, along with your date of purchase of the Product. You can also visit us online at: www.elementelectronics.com. 2. EXCLUSIONS AND LIMITATIONS TO WARRANTY SERVICE This Warranty covers manufacturing defects in materials and workmanship encountered in the normal, non-commercial use of the Product, and does not cover (a) damage or failure caused by or attributable to Product abuse or misuse, failure to follow instructions, safety information, and warnings accompanying the Product; (b) improper installation or maintenance, alteration, accident, or excess voltage or current; (c) improper or incorrectly performed repairs by nonauthorized service facilities; (d) onsite customer instruction or adjustments; (e) transportation, shipping, delivery, insurance, installation or set-up costs; (f) costs of product removal, transportation or reinstallation costs; (g) ordinary wear and tear, cosmetic damage or damage due to acts of nature, including but not limited to water, floods, wind, tornado, earthquake or fire, or due to damage caused by automobile accidents or extraordinary impact events, such as dropping or crushing; (h) commercial use of the Product; or (i) modification of the Product or to any part of the Product. In addition, this Warranty does not cover images "burnt" into the screen. This Warranty applies to the Original Customer only and does not cover Products sold AS IS or WITH ALL FAULTS, or consumables (e.g., fuses, batteries, bulbs etc.). The Warranty is invalid if the factory-applied serial number has been altered or removed from the Product. This Warranty is valid only in the United States and Canada, and only applies to products purchased and serviced in the United States and Canada. All replaced parts and Products, and Products on which a refund is made, become the property of Element. The addition of equipment or features to the Product that are not manufactured or recommended by Element could affect the intended function of the Product, and therefore may void the Warranty. The Warranty is contingent upon the proper use, maintenance and care of the Product. The Warranty may be void if the Product has been used in a manner contradictory to or in violation of the terms of the user's manual, warnings or instructions accompanying the Product. This Warranty is made in lieu of and supersedes all other warranties or conditions of merchantability or fitness for a particular purpose or general use, whether express, implied, collateral, statutory, or provided by common law, the Uniform Commercial Code or otherwise. Element further disclaims all warranties after the end of the applicable Warranty Period set forth above. No other express warranty or guaranty given by any other person, firm or entity with respect to the Product shall be binding on Element. Repair, replacement, or refund of the original purchase price, at Element's sole discretion, are the exclusive remedies of the customer. Element shall not be liable for any incidental or consequential damages caused by the use, misuse or inability to use the Product. These include but are not limited to any damages in the form of lost profits, loss of use, legal fees, economic loss, personal injuries, or any other damages caused by circumstances beyond the control of Element. Notwithstanding the foregoing, the customer's recovery shall not exceed the purchase price of the Product. This Warranty shall not extend to anyone other than the original customer who purchased the Product, and is not transferrable. No person is authorized to alter, extend or waive the Warranty of Element. Some states do not allow the exclusion or limitation of incidental or consequential damages, or allow limitations on warranties, so the above limitations or exclusions may not apply to you. This Warranty gives you specific rights, and you may have other rights, which vary from state to state. The exclusions and limitations to the Warranty apply to the maximum extent permitted by law and unless restricted or prohibited by law. Where any term of this Warranty is prohibited by applicable law, it shall be null and void, but the remainder of this Warranty shall remain in effect.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted element customer service regarding issue with TV on 3/26. After performing multiple trouble shooting attempts, the issue could not be resolved. I was asked when purchased and to supply all necessary info to which chat was just disconnected. I followed up in email and via phone call. During the call, the rep claimed my TV was not registered and asked to provide proof of registration and purchase and that if I sent proof and within 2 years it would be covered. I sent over the requested proof to which I received no further response. There was also email from this time last year where rep confirmed registration. I called additional times after being advised I now needed to address with a service tech directly which is not what I was advised originally. I referenced my phone calls and documentation that was sent which now continues to be ignored. I called last week and was advised I would receive resolution update by end of day and nothing. I called again this week as well as sent another email on 4/6, all of which have not been responded to.

  

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/16) */ Hello there. We see your case in our system and one of our agent will reach out to you within 72 hours and will process a refund. Sorry to hear the TV is no longer working, but we will get this resolved for you.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a tv for my boyfriend on Black Friday. We finally s decided to open the open box and hang the tv up. When we plugged the tv in , the entire inside of the screen was internally damaged ! I reached out to target where I purchased the item and they said I needed to contact element ! I contacted them and they told me it's nothing they can do. I paid for a tv that I can't even use !

  

  Business response

  04/13/2022

  Business Response /* (1000, 8, 2022/04/04) */ Contact Name and Title: Kammie L***** CSM Hello *******, We are sorry the TV had physical damage and that voids the warranty. Unfortunately it is past the retailers return date and due to physical damage it voids our warranty. We will have someone from our team reach out to you again and see if we cannot help offer a solution.

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Element 58" 4k **** television in November 2020. In January 2022 I noticed the bottom 6" turned dark but it only lasted a couple minutes so I didn't think anything of it. By February that bottom 6" was now consistently dark, and on occasion would go out completely. I contacted the company because I expected a television I paid nearly 400.00 for to last longer than 15 months. I received an email response back basically equating to "have you turned it off and back on again?" I followed the instructions and tried the suggested troubleshooting steps and when they didn't work, emailed the company back to let them know and advise that now the bottom of the screen was completely out, with no picture. I was promptly advised that we were just past the 1 year warranty by 3 months and nothing could be done. Now I'm finding out that this is a very popular problem and what sounds like a very typical response from this company. So many others here and on other forums have received no help from customer service and are stuck with large, expensive, broken electronics. It's very disappointing that this is the quality of product the company seems perfectly fine to provide. I'm also finding online and in local stores that this particular television can't be purchased, I'm curious if Element knows that this is a common issue and that's the reason why. I'd prefer a refund and to not have to do business with this company beyond that.

  

  Business response

  04/06/2022

  Business Response /* (1000, 8, 2022/03/30) */ Hi *******. Sorry to hear of the issue with the TV that was purchased (E4AA58R) from a local retailer in November 2020. We offer a one year free warranty. This warranty has expired. We get that life happens and we will get in contact with you for a refund.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought 65 inch element tv from ****** in 2021 and the screen started going dark a week ago and it just went too dark to see tonight. I unplugged and tried to trouble shoot but after investigation it seems this happens a lot. I want a full refund because this is unacceptable!

  

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/21) */ Hello *********, We are sorry to hear the TV has gone out. If you purchased this in 2021 you are still under a 1-year warranty. I will have a team member contact you - they will walk you through our RMA/Warranty process.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My kids purchased a 65" television on November 28, 2021 as a gift for me on Christmas. The television did not really work correctly from the start, we were not able to watch certain station's so we just watched the other ones. But now it basically doesn't work at all just has lines down the screen. After calling into the repair department they said the television has a defect and would need to replace it. They sent me the information to get a warrant claim on it and I sent in all the information requested except the original receipt was destroyed so I got a duplicate with the barcode on it to send in instead. But now Element Electronics won't accept that receipt so I am at a loose at what to do? My kids spent a lot of money on it and I don't feel that I should have to keep a television that doesn't work so any help would be greatly appreciated.

  

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/18) */ Hello ******, We need the purchase price of the TV to issue a refund. Since you are unable to acquire the receipt, we looked up historical cases. This was sold at 299.99. We will have the team issue a refund check for 299.99. Thank you Case # EU- XXXXXXX

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a television from ******* supplied by Element Electronics. The cost for the television was $398. ******* offered warranty on television for $49 both purchased on 11/26/2021. The television went back screen with sound on 02/19/2022. ******* advised would need to file claim warranty, however claim advised still under manufactured warranty would need to contact manufacture. Several email and calls as of today 02/22/2022 I still do not have a working television. After frustration got supervisor Rocky to send an email requesting a refund and to dispose of original TV. I request reimbursement for $49 warranty to add to new television only option is to include taxes that are not normally refunded. Review of this television this appears to be normal defect in television. . .

  

  Business response

  03/29/2022

  Business Response /* (1000, 13, 2022/03/18) */ Hello ********, So sorry the TV has gone out on you. It looks like our support team has sent a refund. "Hello ********, Thank you for contacting Onn Customer Experience Team. We have officially issued a refund check for your onn. product. Please check out all the details below. The check was mailed to your address on file. Case Number: XXXXXXX Check Number: 4XXXX Check Amount (USD): ****** Mailing Date: 02-24-2022 If you need anything please reach back out to us. Consumer Response /* (3000, 15, 2022/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still out of pocket the warranty purchased for the television. If I replace this with the refund amount I will need to purchase the warranty again to cover the television. Business Response /* (4000, 17, 2022/03/21) */ Hello ********, We refunded the amount of ****** the full purchase price of the TV.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Element Tv brand new from ****** during a black friday sale. Now the bottom of the portion of the tv has turned black. I have performed all the necessary steps to troubleshoot the problem, and still didn't return back to it's normal state. This tv should not be doing this.

  

  Business response

  03/10/2022

  Business Response /* (1000, 11, 2022/03/02) */ Hello there, Sorry to hear the TV is having issues. I have reviewed the case that was recorded in our system. This TV was purchased in 2019 and the warranty has expired after one year. The warranty expiration timeline would be 12/2020.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought this Element tv brand new at *******. One month after the warranty expired the tv screen went black. Still has sound and a picture you can see with a flash light but no backlights are coming on. After researching on line, I have found out these tvs are made to do this. There are literally thousands of unhappy Element owners having the exact problem. Element should have a class action suit filed against them for theft. They are made to be unrepairable. How is this company still in business? I want this tv repaired or replaced. I'm sick of rip off companies taking advantage of their customers and stealing money out of their pocket. A tv should last longer than 13 months. Please, if anyone knows of a class action against them, let me know.

  

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/24) */ Hi *******, We are so sorry to hear about this and we would love to have the TV repaired if possible or we can issue a refund. I have sent this information to our support team and someone will reach out to you with in 24 - 48 hours. Please look for our phone call and email. We are happy to support you through this. It is not normal for our TVs to fail within this short time frame, but we get it does happen and will do what we can to resolve this.

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