Top critical review
353 people found this helpful
Great product with some customer service reservations (SNAFU rectified, but still happened)
on December 22, 2011
Since writing this review, I was contacted by phone both by TCL directly and the management of A&D Electronics and they are currently shipping me a new unit, 2-day air, and have profusely apologized for the extensive communication issues I received during the service process.
I still believe TCL would benefit from a significant investment and restructuring in their customer service workflow, and the frustrations of my customer-service experience will weigh into my decision to purchase again from them. But they have finally resolved my issue in a very high-touch manner, so I have moved my original review of one star to three stars. I hope that others who experience similar customer service woes can also find resolution for their issues.
ORIGINAL REVIEW: (1 Star)
I have loved this TV and actually bought two more, for my family and my office. The picture quality for the price is unbeatable. However, after 5 months, the screen developed a weird issue where a 2 inch strip of pixels displayed a reversed (left to right) image. I call customer service, and after a long wait talked with someone who took my info and asked me to unplug the TV and plug it back in. When that didn't work, she said "I cannot help you further, so I'm escalating your case to level 2." She gave me a different number to call which is for some company called AD Electronics USA. I called it for 4 days straight and got a perpetual busy signal. Finally, I was able to get through. The guy I talked with (email@example.com) asked me to email him my receipt and a short description of the problem, and then said he would call me back because they were closing for the night.
That was 10 days ago. He will not respond via email or phone. So I'm stuck with a broken TV and little recourse to get it fixed. I am absolutely flabbergasted at how this company treats customers and sick that I have loudly recommended it to other people as a quality TV.