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Original Comment Vizio Customer Service Vizio Case #5000580 October 17, 2014 To whom it may concern, I am writing this letter in the hopes that someone who receives it on the other end will read it and act upon it with the intention of protecting the reputation of the company they work for, as well as serving its customers. My wife and I are to business owners, with 3 children, so we are extremely busy. We are Costco executive members, and have spent over $28,885 at Costco in the last couple of years. One of the manufacturers, whose products we have purchased through Costco is Vizio. We have purchased several televisions for both our home and offices, as well as surround sound systems. Our most recent experience, with Vizio and the customer service that we have received, has left an extremely poor taste in our mouths about the company. Following is a summary of the events that have occurred: &#8226; We purchased a Vizio television for our home in November of 2013, at a Costco warehouse and purchased a SquareTrade warranty extended warranty plan along with the television. &#8226; We began to have technical issues with our television in September of 2014, specifically the HDMI inputs began to malfunction. We called Costco Concierge Services when we began having these problems. They routed us to Vizio, because they said our television was still under the manufacturer's warranty and not under the SquareTrade. &#8226; Vizio setup a service repair order, and informed us that we would be receiving a telephone call from a third party vendor who provided the repair services for Vizio (HD Repair) &#8226; While we were waiting for this telephone call from the third party, one morning we awoke and the television had been left on, but there was a black screen and no image. We powered down the television attempting to power it back on, but it would not turn on. &#8226; We contacted Vizio to inform them of the change in the required services, as the television would not power on. Vizio informed us that they were changing the service repair request and gave us a new reference number. Again we were told to expect a call from the third party vendor. &#8226; We then received a call from a Walter, from this third party vendor informing us that he needed to schedule an appointment to come to our home. We scheduled the appointment for a Monday afternoon at 1 p.m.. &#8226; On the appointment date Monday, Walter from HD Repair arrived at about 3:30 p.m. we had agreed that Walter would call me with any questions as I would not be home at the time of the appointment. My mother and our children's nanny were home, along with our three children. &#8226; One of my family's concerns, upon Walter's arrival, was his lacking of professional appearance. He arrived on a motorcycle without any kind of identification or uniform. All that he carried it with him was a backpack. He also seemed pretty inexperienced, and did not exhibit a great deal of confidence, and definitely did not take care in handling our television. &#8226; Walter apparently had to make several calls to his company, for assistance in attempting to assess the problem with the television. &#8226; On three separate occasions my mother and our children's nanny witnessed Walter mishandling the television, and at one point heard a loud noise which sounded like glass shattering, as they have described it. &#8226; One of the times they saw Walter mishandling the television, they saw that he had placed it up against the wall on the floor without a base. Because it had no support it slipped and Walter attempted to catch it while it was falling down. &#8226; When I spoke with Walter on the telephone while he was at our home, he claimed that he found a crack that had occurred inside of the television that must have been there before. Walter has admitted to accidentally kicking the television, but according to his opinion, his kicking and mishandling of our television is not what caused the crack. I have a recorded conversation with Walter where he admitted to me that he accidentally kicked the television. &#8226; While Walter was still at our home I received a phone call from a person named Bobby at the third party company, HD Repair. Bobby communicated to me that he had spoken with my mother, and that he could see what was going on, how we had initially called in for a separate issue of the HDMI inputs, then we had an issue with the power, and now all of a sudden there is a crack. He asked me if that crack was there before and I confirm that it was not, and that the image quality was perfect up until the point where it had stopped powering up. Bobby told me not to worry that his company was going to have to take care of it and that this would have to fall under the responsibility of the technician, Walter. Bobby stated that he would find out more and call me back to confirm but not to worry they were going to take care of it. &#8226; Unfortunately, I never received another phone call from Bobby, and Walter left my home shortly thereafter, telling my mother that his corporate office was going to have to look into this. &#8226; On the way home that day from work, I called Costco Concierge Services, and spoke with an Eddie. Because Costco Concierge Services had been instrumental before in connecting me with Vizio and expediting the process, I asked if they would be so kind as to follow up with Vizio and find out what the status was and explained what had occurred that day. I later received a voice message from Eddie stating that Vizio looked at the case and examined the notes and that the technician notes stated that there was damage with the television before they had serviced it and it was not covered under a manufacturer's warranty. There was no mention in the notes apparently of the damage that has been done by Walter or of my conversation with Bobby or of his conversation with my mother. &#8226; I contacted Vizio after this, and spoke with Josie. We had several lengthy conversations, and initially Josie was stating that after they had researched this over a day or so, there was nothing they could do. She stated that the notes indicated that the damage was there before, and that something about my "side of the story" was not adding up. Josie stated that the original request for the service repair of the HDMI inputs, was never sent to the third party vendor (HD Repair). She said this conflicted with my side of the story, because I stated that Bobby had indicated that he could see what was going on by looking at the case and saw indeed that I had called initially for an issue with the HDMI inputs. I later called HD Repair and spoke with someone else, and they informed me otherwise. They confirmed that they could see the initial call request for the issue with the HDMI inputs. I also have it recorded conversation of this telephone call with HD Repair, and provided it to Vizio. &#8226; After providing more information to Vizio (i.e. recorded conversations with Walter admitting that he had kicked or television, and recorded conversations with HD Repair confirming they could see the original request for the HDMI input issue), I received a call back from Josie who stated that HD Repair was owning up to the issue, that they were taking responsibility for it, and that I should expect a call of apology from them and they were going to purchase me a new television. Josie stated that they had already provided a quote to HD Repair for a model television to replace mine. She told me I should expect a call from them within a couple of days. &#8226; After not hearing from them for a couple of days, I called Costco Concierge Services back as well as Vizio, to assist me with finding out the status of the case. I was now told by Josie and others at Vizio that this was going to take up to 10 business days. I also explained that I never received a call or an apology from the other company, for not only damaging my television but for their dishonest practices. Josie stated that they could do nothing about this at this point, that it was in the hands of the third party and it was not their responsibility. At this point Costco Concierge Services also stated that they could do nothing about this. When I inquired as to why it would take so long, since Josie had stated that they had already provided a model number and quote to HD Repair, Josie stated that they had decided to purchase it with a retailer and not directly from Vizio. I explained that I wanted to confirm that I would receive a brand new television as well as confirm the model number and specifications of what television they would provide, but Josie stated that I would have to contact HD Repair for this information. &#8226; Later that day I did receive a call from a person from HD Repair. They did not offer an apology, the woman I spoke with seemed rather annoyed that she had to call me. She simply stated that she was calling me because of the request so I assume they heard from Vizio. She did nothing more than tell me that it took 10 business days, but that she could not confirm the television model, or do anything about speeding up the process. I asked her if she could call me back, as soon as she had more information about the specific model number, and exact time frame that I could expect to receive the television. As of the date of this letter I have yet to receive a call back. I also never received a call back from Bobby, who I left a message for, nor have I received any other call of apology from this company. &#8226; Upon further review of this company's background, I was surprised to see that on the Better Business Bureau website, the HD Repair Company showed up with their rating revoked. Their rating showed a C- with several complaints, and the Better Business Bureau revoked their rating because it did not meet minimum requirements. &#8226; As of the date of this letter, I still have no television, after initially calling in with an HDMI input issue on September 14th, 2014. I have been treated very poorly, I have spent several hours having to make phone calls and write emails. I was also lied to by several people at HD Repair. I was given this contact information by Costco and Vizio, for escalating matters and in order to express my dissatisfaction. Again, I am writing this with the hopes of it reaching someone who cares. I will in the meantime continue to seek other venues to express my dissatisfaction (i.e., other corporate contacts, social media, etc.). I certainly hope to hear from either company or both, with some sort of remedy and solution for how this entire case has been handled, and to rectify the treatment I have received and the time I have had to spend on this. Respectfully,

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