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Un-repairable Vizio TVs Leave Customers Out of Luck

by on September 26, 2011
in Music and Video, News, TVs & Video Players, Blog, Money Savers :: 58 comments

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Unrepairable Vizio TVHD 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



Discussion loading

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PROBLEMS WITH VIZIO 43' SMART TV

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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Another satisfied customer

From David Goodwin on March 24, 2019 :: 8:44 pm

My 2 year old TV is not turning on,or more correctly it is powering on but then powering off I have done the power cycle multiple times. The vizio logo comes up then screen goes black. sometimes if you leave it for 30 min or so it will turn on currently not…

I called tech support the first guy I talked too ” Carlos ” was pleasant enough and after a few minutes of trying things he told me he would send an email containing a service request as it sounded to him like the power supply needed replacement. A google search will show this is a common issue with the product

I got my receipt scanned and attempted to fill out the service request. My purchase date is Feb 8th 2017. That just over two years ago. I get an error mssg telling me my warranty is not valid and cannot complete request.

I called back and got another tech I couldn’t catch his name because he mumbled it. After a good ” frustrating / Infuriating 20 min session with him I ended up hanging up because I didn’t need to hear him attempt to explain to me ” again ” that my warranty was up so there is no recourse. Yeah its up by about 3 weeks This is of course after 15 min going back and forth about what browser I am using…

1. I never claimed my warranty was valid to either technician, I assumed they make a quality product and I should expect 2 years of service out of a 1,400 dollar TV, I guess I am mistaken.
2. If there was no way to put in a service request why did the first tech send me a form to fill out? Are they training service reps to waste peoples time?
I have now lost over an hour of my Sun. the second Rep was actually arguing with me on the phone trying to explain how televisions are produced. I am a designer with a degree in industrial design…

I am absolutely disgusted by this. the TV is just over 2 years old. I have owned 4 over a 10 year period the 3 older ones still function

Vizio is connected to Samsung, they are a subsidiary brand, there is no excuse for this…

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Vizio is not a subsidiary of Samsung

From Josh Kirschner on March 25, 2019 :: 10:50 am

Hi David,

Just FYI, Vizio is not a subsidiary of Samsung. This is all on Vizio.

Best,
Josh

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Same Issue

From JGT on May 09, 2019 :: 1:16 pm

David Goodwin the exact same thing happened to me last week.  I purchased the Vizio P65-C1 (supposedly their “flagship” top of the line model) in October 2017. Usually I go the budget route, but I wanted a nice TV that would last at least 5 (hopefully 10) years, so I splurged and bought their best model.  Last week I tried to turn it on and it started going to the Vizio logo screen, then just turned itself off.  It then repeated this cycle endlessly until I unplugped it.  I did the power cycling, reset (hold power button down for 30 secs), etc, and still everytime I plug it in it begins cycling again.  I am 6 months out of Vizio’s 1 year warranty - thankfully I purchased the TV at Costco and they extend the manufacturer’s warranty another year.  I asked the customer service rep what happens if, after repairs, it goes out again in 18 months and he basically said “sorry, if you’re out of warranty that’s your problem”... I paid $1,400.00 for that TV.  18 months is completely unacceptable.  We don’t even watch it that much - on average 2-3 hrs/day. I purchased a 50in Samsung Plasma in 2009, and it is still working perfectly - no issues whatsoever.  My uncle has an older Vizio plasme (probably 2010-2011) and it still works fine.  The repair man is supposed to fix it next week, so we’ll see how it goes.  But I’m very disappointed in Vizio not standing behind their product longer than 1 year.  I don’t want to pay the higher price for Samsung or LG, but if the TV lasts 5x longer it’s well worth the extra money…

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Glad to hear you have the extended warranty

From Josh Kirschner on May 09, 2019 :: 3:13 pm

Let us know what happens with the repair. Will be curious to hear if they can fix it or tell you it’s unfixable because they don’t have the parts.

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My 13 month old vizio tv broke

From Hartman Scooter Wismer on April 25, 2019 :: 4:06 pm

They won’t do anything about it… Jill is no longer at this number is there another contact number for Jill?  Vizio should not be able to get away with this

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