TCL TV a Lemon as taken away twice

chrisharry53 on 08/06/2021 - 08:02

I have a less than 1 year old 65” TCL TV that has had numerous issues - turned it on and screen a mixture of colours, sometimes volume with base only and no picture, freezing for about a second and now you turn it on and get picture with no sound for about 10 seconds.

Sent to repair shop and new motherboard put in which fixed first issue only. Sent back and sound no picture not able to be replicated - I told them it happens very infrequently and did provide a video. Now I have the new issue and the others still. TCL want it taken away a third time. I am sure they might fix the new issue but not the sound no pic one. I said I am sick of this and will go to NSW Fair Trading.

What do you all think and what are my chances of a replacement TV or refund?

Electrical & Electronics TCL TV UHD TV

Comments

  • SnowDragon on 08/06/2021 - 08:16

    What did TCL say when you asked them?

    • chrisharry53 on 08/06/2021 - 08:39

      They just want it taken to repairer and are yet to respond to my reference to taking it up with Fair Trading, which I did after the second time it came back and no picture issue occurred again. Unfortunately the last time it happened my wife turned the TV back off. I wanted to touch the screen to see if I could see any lights so I could give repairer more info. But now I have this new issue I am fed up with the hassles. Each time it goes it is for 2 weeks or more as well.

  • 6000SUX on 08/06/2021 - 08:21
    +3

    https://www.fairtrading.nsw.gov.au/buying-products-and-servi…
    Check out topic 'Remedy for a problem'

    I would use this and insist on a replacement

    • chrisharry53 on 08/06/2021 - 09:34
      +3

      Thanks for your help.

    • Yummy on 08/06/2021 - 09:36

      Better than This Cheap Lemon?

      • chrisharry53 on 08/06/2021 - 10:32

        $1650 or so RRP wasn’t cheap but cheaper than Sony rubbish that lasted about 3 years.

        • Yummy on 08/06/2021 - 15:15
          -1

          And your lemon lasted less than a year.

          • chrisharry53 on 08/06/2021 - 15:33
            -1

            @Yummy: But it was much dearer and for 55”. Total crap as, in fact, it didn’t last that long as I now remember it would work for sometime, go off, work again for ages until the panel died completely. Rubbish for the price like the Sony videocam and stereo too.

  • AndyC1 on 08/06/2021 - 09:24
    +4

    You need to take up the refund with the retailer you bought it from, not TCL.

    • newjerseydamo on 08/06/2021 - 09:34
      +1

      Came here to say this.

      Your contract of sale is with the retailer, and therefore they're obligated under the Australian Consumer Laws.
      Deal with them, show them all the issues, then ask for a refund and buy a decent TV.

      • holdenmg on 08/06/2021 - 09:45

        If you bought from TGG and paid for Concierge read:
        https://www.thegoodguys.com.au/concierge-report-product-faul…

        • chrisharry53 on 09/06/2021 - 07:44

          I didn’t but TGG will follow it up with TCL but want all details of emails exchanged and what will happen then??? I can only assume TCL will want another assessment done to try to find the very very intermittent issue of sound and no picture when tv turned on.

  • payless69 on 08/06/2021 - 09:24

    If you paid for it by credit card show bank statement to store owner and ask for refund. If you paid cash bang your head against a wall.

    • oscargamer on 08/06/2021 - 10:19
      +2

      Why does payment method change the answer from the retailer?

      • payless69 on 08/06/2021 - 15:35

        Of course if you have original receipt it is fine. I remember when Hisense had a bad run fo fridges, the importer credited all buyers back onto their card, cash payers had to go to retailers and wait.

  • Drakesy on 08/06/2021 - 12:36

    Yeah i think by the third time and it hasn't been remedied TCL will need to provide you with a refund/replacement/upgrade.
    I've gone back for a warranty once with my TCL and yes they are made to a budget but the price/picture ratio is very impressive. Honestly if it was my third time i'd be pushing for them to take the TV off my hands.

  • chrisharry53 on 08/06/2021 - 17:08

    Well, I called The Goodguys and they wanted the email ‘paper trail’ of the issues, TCL responses, etc. So I called TCL and the videos as evidence of the 2 current issues were viewed by managers and they refused to refund, etc without TV being sent a third time for assessment even though I said I am seriously considering a complaint to Fair Trading. I relented and it gets taken away once more. I can predict the result - new issue fixed, other unable to be replicated and TV returned to me.

  • vivmahi on 08/06/2021 - 23:54

    I bought 75 C815 that apparently had issues with the ethernet port. After couple of calls and lame excuses finally after a month TCL offered a store credit for TGG. Replaced it with Hisense 85Q8 and cannot be more happy.

    • chrisharry53 on 09/06/2021 - 07:40

      Good work. Did you try to connect it to a modem and wouldn’t recognise it? I better try that as they just won’t come to the party with me.

  • chrisharry53 on 09/06/2021 - 08:18

    Well, I turned TV off at the wall and the new issue of picture and no sound has gone away. This TV is useless. I sent TCL an email this morning saying I want my email referred to management and a reply sent by them. The reply is to address my email with video of the distorted sound and no picture which I stressed again only happens so very inoften and a service agent has little chance of seeing it happen. I asked if they think it is a fake video I did?

    • 6000SUX on 09/06/2021 - 08:41

      No need for the fake video question. Now its just a case of getting the attention of someone senior to take ownership and deal with it for you. Remember to reference Fair Trading and to insist on a replacement.

      • chrisharry53 on 09/06/2021 - 08:51

        Person I spoke to referred matter to management and said get assessment. I said I will go to Fair Trading. I then said go back to them to look at video and again mentioned Fair Trading. Same response, get assessment or go to Fair Trading. I said to her the video is of the actual issue.

        • 6000SUX on 09/06/2021 - 10:00

          So your concern is that they will assess the TV, but not see the issue as its intermittent?

  • chrisharry53 on 09/06/2021 - 14:55

    Exactly. They have had it in there twice and fixed one issue with a new motherboard but unable to see the other. It first happened about 5 months after getting the TV and probably 5-6 times since then. Obviously my concern is the warranty will expire, I will turn it on and it will happen more often or permanently.

    • 6000SUX on 09/06/2021 - 15:51

      Personally i would contact Fair Trading for advice as my next step.
      They may give you a template style email/letter to send to them, which will show that you're serious that you have been in touch with FT and they will get involved if need be.

      You have now a fork in the road - go along with their assessment for which you have no confidence in. Or contact FT.

      In the meantime try and keep a diary of when it fails - keep taking new video evidence to boost your case.

      • chrisharry53 on 09/06/2021 - 16:02

        Thanks fo the advice. I do keep the details and will do more videos.

  • chrisharry53 on 17/08/2021 - 09:57

    If anyone is interested, went to Fair Trading after getting nowhere with TGGS who wanted to take TV away again as this is their process. That TCL had taken it twice didn’t matter. Anyway, I said if you take it, problem not seen in workshop, do you ignore my videos and tell TCL nothing wrong. Answer was yes and so I said don’t bother. TGGS response after Fair Trading letter was we want TV. NSW Fair Trading said I need to lodge a case with the Tribunal and I try told TGGS. Go ahead they said and that is where it is at now.

    BTW, picture and no sound issue has come and gone a few times and back now for a week or so. TGGS don’t think all these issues mean I got a dud.

    • jpl on 19/08/2021 - 10:37

      Does this happens with HDMI in ?

      How about external Video in ?

      Does this happens with to all other TV channels?

      Are you able to see the signal % from the menu setting when no sound ? I think there is a channel diagnostics menu where you can see the signal overlay on the tv program. Showing high signal % when the no sound issue happens gives you a more convincing evidence.

  • chrisharry53 on 22/08/2021 - 08:30

    The current issue of picture and no sound for a short period happens on whatever channel the tv was on when turned off. It stopped doing it today but the issue will reappear I assume as always does now.

    The sound with no picture issue is the one that happens rarely and occurs when you turn the tv on. In total I think it has only happened 4 or 5 times since it started in December 2020, tv purchased July 2020.

    • jpl on 22/08/2021 - 10:36

      When it is appearing please turn on the diagnostics and see the signal level. I think this intermittent issue is caused by marginal or weak reception.

  • chrisharry53 on 22/08/2021 - 22:03

    But it does it days in a row every time the tv is turned on, stops doing it completely for a period of time and then does it again. And I only have up to 15 seconds to do what you are saying. Other TV is fine when in the same spot when this one taken away.

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