The Latest from the ongoing...my response from the BBB.

Vizio
39 Tesla
Irvine, CA 92618
Contact: Chung, Daniel
Phone: (949) 428-2525

Moore, Javon
jlm_13@hotmail.com


Below is the company's response to your complaint.

What a company does to resolve complaints is part of the information we report to the public on individual companies. To be certain that our report on this company is accurate, we need your confirmation that this complaint has been settled. Would you take a minute to tell us about your satisfaction or dissatisfaction with the response? The yellow shaded area indicates the complaint's current processing status and will allow you to enter your response in the text box.

If we do not hear from you within the next seven days, we will assume you have accepted the company's offer or explanation and are satisfied with it. However, please feel free to contact us again if the company has made an offer to settle your complaint and fails to perform accordingly.

Thank you for using the Better Business Bureau.

Complaint ID: 98451102

Complaint Classification:

Complaint Description - Posted 9/17/2009 9:23:39 AM

I purchased a 42" Vizio television in November of 2007. On September 13th 2009 the television purchased is now non functional not to my doing but of a poor product. I called customer service and was told to provide the receipt and I would get a call back. Well I find out that it took several calls to get answers regarding a poor product that wasn't even two years old. They informed me since it was a few months after the warranty it wasn't nothing they could do. I spent $1400 on this over-sized paper weight. If I spend that much on a product I would think it would last more that what this unit did. It's like Vizio is making a product knowing it's going to malfunction within months of purchase.

Complaint Summary

Poor quality.

Resolution Sought

The need to have an all out recall on all there products and service the products they have been called about regarding failure. Personally I would like a refund or some compensation for my lost on this poor product.

Additional Information

Date Problem First Occurred:
9/13/2009
Product or Service: Manufacture of consumer electronics.
Model Name or Number: GV42L
Date Purchased: 11/23/2007
Order Number: 714873
Amount In Dispute: $1,399.99




Company's Response

Company's Initial Response - Posted 10/06/2009
Dear VIZIO customer, Javon Moore. Case# 714873. I have emailed you an offer to help with the repair cost. The amount quoted, $415 consists of $225 for parts and S/H. and $190 for the on-site labor. We are willing to cover the parts and SH portion of $225, if you are willing to cover the labor of $190. We feel this is a fair compromise to this situation being that you are out of warranty and hope that you do as well. Please email me your acceptance of this offer if you would like to proceed. Best regards, Dana Cameron. VIZIO, Inc 888-849-4623 X2636 dana.cameron@vizio.com
Initial Response Summary
We are offering to cover $225 for parts if customer is willing to pay $190 for labor.



Consumer's Rebuttal

Rebuttal
The complaint is waiting for BBB to process. No edit is allowed at this point. (RebuttalID: 596004)



Company's Final Response

Final Response

Read for yourself some of the back and forth with Vizio...

From: Dana Cameron (dana.cameron@vizio.com)
Sent: Tue 10/06/09 7:10 PM
To: Javon Moore (jlm_13@hotmail.com)

Attachments: 1 attachment
image001.jpg (1.7 KB)

Javon,



Thank you for providing me with this information. We would like to offer to help you with this.



I can offer to cover the parts and the shipping and handling ($225) if you are willing to cover the labor portion ($190). Please let me know if you would like to accept this offer and I will notify the repair company to set up the appointment right away.



Best regards,



Dana Cameron
Customer Service Lead

"America's #1 LCD HDTV Company"
39 Tesla
Irvine, CA 92618
Phone: (949) 428-2525 X2636
EMail: dana.cameron@vizio.com
visit us: www.vizio.com




From: Javon Moore [mailto:jlm_13@hotmail.com]
Sent: Saturday, October 03, 2009 9:28 AM
To: Dana Cameron
Subject: RE: case 714873




Dana,

I finally got in touch with someone at ITI. The representative gave me a quote of four hundred dollars.
The breakdown of the quote is as followed:
$150 onsite visit
$25 shipping
$200 parts

I have a reference number from them if this help speed along the process. 171OW008325. Thank you for your assistance in getting in contact with ITI.

Sincerely,
Javon Moore

Subject: RE: case 714873
Date: Fri, 2 Oct 2009 15:18:13 -0700
From: dana.cameron@vizio.com
To: jlm_13@hotmail.com

Javon,



I appreciate you bringing this to my attention. We do not feel it is at all acceptable for you to have to wait this long for a call back for a quote. I have notified a few members of their senior management which means you should be receiving a call shortly, if not already.



Please let me know if you have not received a call back yet.



Best regards,



Dana Cameron
Customer Service Lead

"America's #1 LCD HDTV Company"
39 Tesla
Irvine, CA 92618
Phone: (949) 428-2525 X2636
EMail: dana.cameron@vizio.com
visit us: www.vizio.com




From: Javon Moore [mailto:jlm_13@hotmail.com]
Sent: Friday, October 02, 2009 2:04 PM
To: Dana Cameron
Subject: re: case 714873



I have made several attempts to contact ITI. However, it seems to me that they do not want any business. I have left voicemails asking them to please contact me and have not as yet been able to talk with a representative for their company. I'm going on day three of trying to even get someone on the phone. I'm wondering do you have any other repair facilities that you can recommend? I am really trying to hopefully get this situation resolved and any assistance would be very helpful.

Sincerely,
Javon L. Moore

Time to update you guys on my struggle.

Well, for the last two weeks I was waiting for a response from the BBB to see a response from Vizio. Well...to my surprise I get a call from Vizio who wants to offer me a helping hand. Well, at the time I got a little happier thinking that Oh, I'm gonna my television repaired despite what Billy badge# told me. However, little to my knowledge did I think Vizio would offer such a pathetic offer. The said they would pay for the shipping/handling and part if and only if I was willing to pay for the labor.
Let's take a look at the price comparison. Vizio would pay $225 and I would pay $190.
Now, how stupid do I look to pay $190 more for a television to get repaired after reading other blogs and websites stating that didn't solve their problems....They only reason they offered this unacceptable offer to keep their rating with the BBB.