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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
From ISABEL HATCH-TORRES on January 17, 2019 :: 1:45 pm
I BOUGHT THIS TV BACK IN MAY 2018 AND I BEGAN TO HAVE ISSUES WITH THE AUDIO SOUND GOING OUT, PROBLEMS STARTING UP THE APPS, THE ANTENNA PORT AT THE BACK WAS LOOSE(NOW BROKEN), REALLY SLOW START UP, AND THE TV TURNED OFF BY ITSELF LIKE TWO TIMES.I HAVE VIZIO NUMEROUS TIMES TO WHICH THEY NAVIGATED ME THROUGH A SERIES OF TROUBLESHOOTING NONE TO AN AVAIL! I GAVE UP UNTIL ABOUT TWO WEEKS AGO WHEN MY HUSBAND TRIED HOOKING UP AN ANTENNA TO THE ANTENNA/CABLE PORT AND IT JUST BROKE!! I CALLED VIZIO ONCE MORE AT WHICH POINT THEY SAID THEY WOULD SEND A TECH TO COME AND TAKE CARE OF THESE ISSUES RIGHT IN MY HOME WITHIN 5-7 BUSINESS DAYS. THE TECH GOT IN TOUCH WITH ME HE WORKS FOR SCI/UNIS. WE MADE ARRANGEMENTS FOR HIM TO COME AND DO THE REPAIRS, THIS TECHNICIAN UNTIL THIS VERY DAY IS M.I.A., HE DOESN’T RESPOND TO MESSAGES, NOR ANSWER HIS PHONE, DOESN’T CONFIRM NEED NOT TO MENTION…KEEP HIS APPOINTMENTS. ONE TIME HE GOT HERE AFTER THE ESTIMATED ARRIVAL TIME TELLING ME ALL SORTS OF STORIES AND LIES NOT TO COME AND DO HIS JOB! I CONTACTED UNIS JUST A WHILE AGO AND THE LADY I SPOKE TO COULD’T GET IN TOUCH WITH HIM EITHER. SOME HOW SHE AND I GOT DISCONNECTED AND SHE NEVER CALLED ME BACK, SO I WENT ON THEIR WEBSITE TO START A CHAT AND LEFT A MESSAGE WITH MY E-MAIL BECAUSE THEY DIDN’T HAVE ANYONE TO CHAT WITH ME SO I HAD TO LEAVE A MESSAGE. I THINK THIS COMPANY IS A PHONY, AND SO ARE THEIR TECHS, THEY AREN’T PROFESSIONAL AND I AM UPSET BECAUSE MY WARRANTY ISN’T EVEN UP AND I PAID FOR INSURANCE ON THIS TV! SO I DECIDED TO SEARCH ON THE WEB TO SEE IF ANYONE ELSE HAS HAD THIS SAME ISSUE ANS WALLAH! HERE I AM SHARING MY STORY LIKE SO MANY OF YOU’S, IN LIMBO WAITING ON THIS COMPANY AND THE TECH THAT NEVER CALLS, NOR SHOWS UP!
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