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Customer Review

on November 17, 2012
I would have given this 5 stars except for the unacceptable customer service.

I not able to get Netflix movies to play. This is very strange because I can connect and see my queue, but the movies will not download.

All of the other services work (Amazon, Hulu) and I have another Vizio TV and 2 Sony DVD players and they all work w/o problems so it has to be this TV.

Since I am able to access Netflix with the DVD player I am going to keep this -- hoping that they will eventually get enough complaints that they fix it.

Hopefully someone from Vizio will read these reviews and see that there is a major problem with their customer "service" plan. My major issue is that you MUST register with them before you can talk to a tech. This involves getting serial number and giving them all kinds of personal information that has nothing to do with the problem (eg. where purchased and for how much). I am calling to report a problem and they want to collect marketing information. Not a good plan. The first agent hung up on me when I told him that the serial number was too small to read. The second agent (a supervisor) argued with me about this and was even more of a jerk than the first. After an hour on the phone (40 mins of registering) the problem was still not resolved.

The TV itself is excellent. The colors are bright and I was OK with the price and feel it was worth the extra money to get the LED version over the LCD.

So, buyer beware.

Update: 11/18/12

The problem downloading from Netflix is still not resolved:

After troubleshooting with Netflix to ensure it wasn't something at their end I submitted a detailed report of what I had done to trouble shoot the problem to Vizio online. I included the case number from the original call.

The agent responded with boilerplate on how to reset the device to factory settings. He did not bother to read what I had written or review the case. Then I received a stern email from Vizio Customer support that stated I needed to respond in 168 hours if my issue has not been resolved.

As for giving this product one star "because I didn't want to give them a serial number". That is not the issue. The calls are answered by call center employees that will not pass your call to a technician until you have provided a long list of information -- information which has nothing to do with resolving your problem. Your name, a call back number and the model number should be sufficient to get a technician to help solve your problem.

The device still does not work. I have not received any assurance from Vizio that they are even interested in the solving problem.

I stand by my one star review.
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