Un-repairable Vizio TVs Leave Customers Out of Luck
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HD Guru is reporting that Vizio is no longer repairing LCD sets that break outside the 12 month warranty period, if the failure is due to the TV's backlight or other panel defects. Instead, customers with "un-repairable defects" are only being offered the option to buy a replacement set at a discount. However, some customers are reporting that the discounted price is higher than what you could get on your own from a Vizio retailer.
Defective in-warranty sets will be replaced by Vizio with refurbished units, which a number of owners complained failed soon after the warranty period.
According to HD Guru, Vizio’s customer service center confirmed in a phone call that defective set owners are indeed told that their TVs are un-repairable when the failure turns out to be the backlight unit, which is the light source within all LED and LCD flat panels. So your 13-month old Vizio 55-inch LED HDTV may become a $1500+ doorstop if it suffers a backlight failure.
HD Guru asked Vizio media relations to explain why its HDTVs are un-repairable when a backlight fails and for an explanation as to what Vizio defines as a defect that is un-repairable, and a list of Vizio models and the associated defects that make the sets un-repairable.
Unfortunately, he didn't get a full answer. However, a Vizio spokesperson did say, “Panel defects are extremely rare with VIZIO televisions. In cases where a panel defect does arise, VIZIO’s policy is to replace the unit as opposed to sourcing, shipping and installing a replacement panel because it is considered “beyond economical repair (BER)”. Panels can be replaced, but it is economically impractical because the cost of a new unit is comparable and comes with a full manufactures’ warranty. VIZIO is addressing it’s customer service response to ensure there are no further misunderstandings.”
Yet, other TV manufacturers repair sets with backlight defects. Panasonic, Samsung and Best Buy (for their Insignia house-brand) all confirmed they provide repair options for both in- and out-of-warranty sets.
HD Guru says that Vizio purchases their sets from assemblers and so don't maintain extensive nationwide parts and service networks. While companies like Samsung, Panasonic, and LG have invested billions of dollars in panel and component manufacturing plants, so parts are consistent across models and more readily available.
What to do if you purchase a Vizio TV
If you are buying a Vizio TV, you should strongly consider extended warranty options that will offer a replacement TV if the set can't be repaired. Read our article on What Retailers Don't Want You to Know about Extended Warranties before you buy one, though, so you understand what free options may be available through your credit card.
Portions of this story and the TV graphic were published with permission of HDGuru.com
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Great Article
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Misleading Article
I have no vested interest in Vizio Incorporated, but I do happen to work at a company that no doubt sells more Vizio’s than anyone in the United States. And I must say that I find your article very misleading.
Insurance companies will total a car if the damage exceeds a certain thresh-hold. But just because one insurance company totals the car at a lower thresh-hold than another, does not in and of itself mean anything.
As one who has been selling Vizio HDTV’s along Sony, Samsung, Sharp, and several other major brands, I can personally attest to the fact that Vizio is an excellent company that is very responsive to it customer base.
EXAMPLE
A few years back, they started lighting up their “Vizio” emblem on their HDTV’s. It seemed a rather cool, yet harmless thing. But people who had those TV’s in their bedrooms began to complain about the orange glow that emanated from the TV in the middle of the night, in their pitch-black bedroom.
So what was Vizio’s response? They put the option to disable the light in the new models, and discontinued using that lighted orange emblem.
It is also a little known fact that we as consumers have Vizio to thank for how far and how fast HDTV prices are falling.
In order to keep up with Vizio’s excellent pricing, other companies have gone out of their way to get their pricing down. And the lower they go… the lower Vizio would also go. This went on from around 2005 to 2011.
As a direct result of Vizio’s focus on giving consumers and excellent price, we can now buy HDTV’s at amazingly low prices. In fact, HDTV’s are cheaper than picture tube TV’s were, for the same size.
27” picture tube TV’s went for $700-$900, whereas $900 buys you a 47”-55” HDTV. We have Vizio to thank for that.
I have been selling HDTV’s since 2005, and I do NOT work on commission, nor do I receive any kind of compensation whatsoever for any TV sales.
I happen to appreciate what Vizio stands for, and I also appreciate the positive impact they have had and caused in the consumer electronics market.
As to the issue of “unrepairable defects,” I can personally attest that this is an issue that is so rare that I don’t recall one single complaint.
And as many Vizio’s as I have sold and recommended, and as many people that I talk to on a daily basis about all brands of TV’s and their experiences with those brands… for me to not have heard any such issues with Vizio (or any other manufacturer at all) is actually saying a lot.
As I said… I have no vested interest in leading a person towards any company. But I do not want to see Vizio maligned unfairly, as this article does.
My name is Jill Owens,
From Jill C. Owens, Esq. on January 06, 2012 :: 4:46 pm
My name is Jill Owens, and I am a lawyer investigating potential false advertising, misrepresentation and other claims in connection with Vizio HD Televisions that have failed after warranty, where Vizio has responded that the television is unrepairable. If you purchased a Vizio television, have had that or a similar experience, and would like to contact me to discuss your legal options, please do so at:
.(JavaScript must be enabled to view this email address)
Meiselman, Denlea, Packman, Carton & Eberz, P.C.
1311 Mamaroneck Avenue
White Plains, NY 06831
914-517-5000
Attorney Advertising
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