ComplaintsforElement Electronics

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 70" Onn. TV manufactured by Element Electronics on January 3rd, 2021. A digital copy of that receipt has been uploaded. Within a year of ownership, the screen developed a burn-in issue. In short, faint images from previously displayed content are permanently shown no matter where the TV. I registered for the 2 year warranty and am well within that timeframe. I reached out to customer support and I have two reference numbers; please refer to REF # XXXXXXX. Correspondence between myself and customer service was less than productive. I was told I would need to bring the TV to a location to have it inspected. It seemed redundant to me as I already photographed the TV at different angles, the serial number, and images of the burn-in. However, I complied. When I went to schedule an appointment with the store I was told that Onn DOES NOT send replacement parts for televisions larger than 65". I called a second store and they confirmed that as well. With this knowledge, I bypassed Onn. customer support and chatted directly with a customer service agent on January 9th, 2022. I spoke with Melvin. He informed me that I am unable to receive a replacement TV. My only recourse is a refund. I have accepted the refund as an acceptable outcome. I have attached the screenshot of Melvin stating a refund will be processed. Please proceed forward with that refund. Desired Resolution: Refund

  

  Business response

  01/26/2022

  Business Response /* (1000, 8, 2022/01/21) */ Hello there. It appears our team on 1/13/2022 sent the refund check. Sorry to hear there was an issue and the TV stopped working. Thank you for being patient through this process and time. Case Number: XXXXXXX Check Number: 3XXX1 Check Amount (USD): ****** Mailing Date: 01-14-2022 Consumer Response /* (2000, 10, 2022/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Element Electronics sent a refund to me in the form of a check

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  tv is malfuncting and element electronics will not send a refund.

  

  Business response

  01/26/2022

  Business Response /* (1000, 8, 2022/01/12) */ Hi there, We are sorry to hear the TV went out. It appears your check should arrive within 10 business days via USPS. Our check number of 38652. Consumer Response /* (3000, 10, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept this response until I receive the check once I recieve the check I will accept the response from them Consumer Response /* (2000, 14, 2022/01/20) */ matter is resolved. recieved refund last week

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase made 11/21/21. When unboxed it had severe damage. Retailer I purchased from was out of stock and unable to make an exchange. I contacted Element and requested an exchange and they forwarded me an email requesting proof of purchase and pictures of damage, which I provided. They kept avoiding me telling me they would respond within 3 hours, then within 24 hours, then 48 hours, so I got fed up requested a supervisor and at the end, 3 days later they don't want to send me a replacement. They offered a refund which I declined because I would not be able to purchase another one at that price. Once the item is back in stock at retailers they are put at full price. If I would have wanted a refund I would not have gone through the hassle I had to go through with the manufacturer. The retailer itself would have given me a refund as soon as I made a return. I have already sent emails, proof, spoken to agents and a supervisor and they are not willing to issue me an exchange and on top of that, want me to take on the hassle of recycling the TV which is not my job but theirs.

  

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/03) */ Hello there, We are sorry your TV is not working. We have your case in our system and will be sending a refund check and honoring the warranty. We do not ship replacements over 50". Looks like this unit falls into the category that is cannot be repaired by ****. I team will be sending a refund check and details. Consumer Response /* (3000, 7, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I contacted the manufacturer the first time I explained the situation that the retailer was out of stock and that I was wanting an exchange they said they could do that. They said I only needed to forward them proof of purchase and pictures of damage so they could determine whether it was damage caused by the store or by shipping while in transit to store. After they never answered me within the 24 hours they said they would I had to pursue daily until I finally asked for a supervisor and after a week of hassle all they said is we'll refund you and you recycle it. I want an exchange and for them to recycle the damaged one as it is not my obligation. Business Response /* (4000, 15, 2021/12/22) */ Hello there, We have sent your refund check on 12/7. Case Number: 1223932 Check Number:3XXXX Check Amount (USD):299.99 Mailing Date: Dec 7th 2021 We are not able to exchange but are glad we can provide you a refund.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my 70" TV 6/23/2020 and a little over a year and the TV goes black while watching it. When I restart the TV it flashed the Roku logo then goes black again. The sounds works but the picture is black. I've tried all the resets and troubleshooting. I would like a refund. ******* order #XXXXXXX-XXXXXX. $529.99 + $28.09 tax = $558.08.

  

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/11/30) */ Hi ****. Sorry to hear your TV picture had gone out. In order to process the warranty claim, you will need to contact our customer service department. They will work to get all the information needed from you for the claim. Please contact our team at ***************@elementelectronics.com.com - text us at XXX-XXX-XXXX - or chat us at www.elementelectronics.com to discuss the issue further. I will also give them information to contact you as well. Thank you.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our television broke within its year's warranty. We contacted the company and explained the situation. We followed their suggestions while on the phone with them, to try to come to a resolution. Nothing was working that they suggested to fix the problem. After two hours worth of trying and being hung up on 3 times, they finally decided that it could not be fixed and they would send out a replacement. On October 16, 2021, we were sent the UPS slip to attach to our tv. We followed the steps they provided and mailed back our broken television. Upon receiving the tv, we were told to wait for a replacement. At least four times since then, we called inquiring about our replacement and have been told that we would receive an email with an update. No email came until we tried reaching out again. During one of those conversations, they even told my husband that our tv issue wasn't covered by the warranty. When we explained that another agent already sent the UPS code and they already had our tv, they told us to wait for an update. On November 3, I called to inquire again. First, I was told that I would get an email soon regarding an update. I told them that I was tired of hearing the same line and I wanted to know the tracking info and when the replacement would be issued. I was then disconnected. I called back and after being put on hold by the agent, I was told that I would have the replacement with shipping information by the weekend (2 days later). A few hours later, I received a voicemail from the company saying the same thing (provided in the upload). Friday came and went and we received nothing. I called and left a message on 11/6/21. On 11/7/21, I received a call back and was told that I would get an email with an update. I explained how many time we heard that & that I was contacting the BBB if we didn't have a resolution. She assured me that we would have tracking info by 11/8/21. We only received an email saying that they would send an update

  

  Business response

  12/17/2021

  Business Response /* (1000, 14, 2021/11/24) */ Hello *****, We are shipping you a replacement but it looks like a step was missed by our team. I will get them to upload this right away so we get your replacement out to you next week. Sorry for the delay and we will get you taken care of for sure. Consumer Response /* (3000, 16, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response from the business is 100% false. I just called and spoke to another manager again yesterday. This supervisor told me that the warehouse had ZERO TVs to send to ANY customers. There were no steps missed by the team. The supervisor said it was out of their control and did not have ANY size televisions to send as a replacement. Business Response /* (4000, 21, 2021/12/09) */ Hello there, On the 1st of December you received an email with the tracking number of your new TV. It delivered on Monday, December 06 at 10:34 A.M. at front door by ***. Consumer Response /* (2000, 23, 2021/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩