Picture & sound
Remote died after 3 months
Customer service is deplorable
The unit was purchased from Big Lots. I didn't realize it was a refurb until after the fact. No big deal, I thought. I plugged it in, picture and sound were fine for a guest BR TV that gets little use. We hardly used the remote that came with ... Read full review
The unit was purchased from Big Lots. I didn't realize it was a refurb until after the fact. No big deal, I thought. I plugged it in, picture and sound were fine for a guest BR TV that gets little use. We hardly used the remote that came with the set because the DirecTV remote turned it on and off. We noticed the Vizio remote was a bit sketchy and required repeated attempts to get it to work with the set to make adjustments. Finally, the remote completely died. Being in a guest bedroom it never really made it to the top of my to-do list. I finally got around to calling Vizio one weekend and the rep on the phone walked me through testing the remote and verified that it was defective. She advised me to e-mail a copy of the receipt and gave me a case number. The next day I received an e-mail acknowledgement and was directed to call back regarding the case. When I called, the rep told me they had no record of my call under my name, the serial number of the TV, my phone number or any other method he could think of to track it. The case number that I was given came up to another customer, who in a total disregard for customer privacy, was identified to me by the rep at the call center. (Don't worry Patricia I won't tell the world who you are or where you live!)
I finally suggested to the rep that maybe, since he had a copy of my receipt, he could just open a new case and resolve the case of the bad remote. He did so, then told me that since the TV was a refurb unit, it only had a 90 day warranty and we were coming up on the 6 month mark. Vizio would be happy to sell me a replacement. I re-iterated that the remote had been acting up for a couple months and since it was in a guest BR and hardly used, it hadn't been a top priority. He was firm in his refusal to replace the remote. I was transferred to their executive resolution team and much to their credit, they didn't try to sell me a remote instead, suggesting I go to Walmart and buy a Vizio universal remote. I asked if he was willing to lose a customer over a remote that costs a measly couple of dollars and his answer was YES. He didn't think that sending a remote would change my opinion of Vizio.
This is the second TV from Vizio and he is right. I will not consider Vizio in the future. The first TV died completely after abhout 18 months, just out of warranty. When you spend nearly $1,000 on a TV, you expect it to last more than 18 months. Vizio didn't seem to agree. And the second TV, was a much cheaper Vizio unit, which I discovered after the sale to be a refurbished set, seemed like a worthwhile purchase for a guest bedroom. It didn't have all the bells and whistles I would want on a family TV but for $300 it was acceptable. After my customer service (or lack thereof) experiences with Vizio, I am through with them.
Fool me once shame on you. Fool me twice, shame on me!
Vizio wont get a third at bat.