Tuesday, June 16, 2009

My letter to Vizio

Well, I was all excited to buy a Vizio tv because I had heard that they were an 'up and coming' company (not only as stated on your website and on your phone) and had good products.

To a certain extent, I can understand how in an imperfect world you could list a tv for sale but have it not be available. But it is incredible to me that you would:
1) not respond to an email request asking that I change the shipping address (before I knew my order would not be processed)
2) not respond to a phone message I left over the weekend, despite the fact that your message system says that a return call can be expected within 24 hours. If you mean business hours (ie three days) you should say so
3) not even send an EMAIL to let me know that my order cannot be processed, never mind a phone call
4) sound cavalier on the phone when *I* call *you* to find out what's happening with my order - 'oh, the sales team made a mistake. they'll be calling you'.

I am letting everyone I know (family, friends) through facebook, blogs, twitter, etc. about the experience I had. This is not how you build an 'up and coming' company. Best of luck doing that with horrible customer service.

Pamela

11 comments:

laura b. said...

Wow. Excellent way to make your point with them. Seriously, because I'd now never consider buying from them.

Mel said...

Well then!

If the information doesn't 'fall out' of my brain--whenever our next turn at television purchasing comes round, these will not be the folks I do business with.

I'm sure in ten years, that'll break their heart...LOL

heather said...

yeah, that's some kind of crap ass excuse for customer service.
don't worry mel, they keep pulling shit like that they won't be around for ten years.
the great thing about this is that i'm in the market for a tv, won't be buying from vizio. thanks for the tip nor.

Pamela said...

It was suggested I write a snail mail letter to the president of the company, which I will.

Mel, we'll see if they are around then...

Heather, good! Though, of course, I feel a little guilty because what would I do if they offered me a good tv at the price I was supposed to pay? Not sure... I just needed to get all that off my chest because when I talked to the woman on the phone today, I was literally speechless/stunned. I asked if it was a scam to get people to buy their tv's at a higher price. She was stunned by that question.

Churlita said...

Good to know. I hate horrible customer service. I'll stay far away from that company.

Anonymous said...

Wow, you guys have a lot to learn... You cannot judge an entire company based on one incident that's for sure... Secondly, every company out there will have a bad customer service blog because that's all people have time for is to complain about something.. You hardly see any positive comments. Look here at these two sites as they have chronic complainers too so if you guys are going to stay away from every company that has one complaint then I guess you will be watching a blank wall for the immediate future... Hahahah...
http://www.complaintsboard.com/complaints/samsung-c11433.html
http://www.consumeraffairs.com/home_electronics/sony_tv.html

Pamela said...

Anon, you are correct that there's always bad press out there. If I had had someone get back to me today I would have written that and said how they rectified it. But alas, nothing from them - call, email, whatever.

I actually hate doing searches online when looking at buying a particular product because it's so confusing with everyone saying everything negative.

Sebastien said...

Customer service is so important.

Funny thing about vizio, I hear commercials for them all the time on the radio. I think it's a cool word. VIZIO vizio ... I just want to say it lots.

Anonymous said...

Pamela, Understood and you are right as well.. It's tough to do research but you have to these days.. So many people want to point the finger for their own mistakes sometimes.. I know I had an LCD from Samsung fail on me 6 months after purchase and they replaced it a month later but I can't say I was real happy it since it was a refurbished one but it still works which prompted me to start researching this issue and it really all comes down to price.. Everyone wants a Mercedes but only want to pay for a KIA..? It’s funny really... Not saying you should spend more money but just take the time to make an informed purchase... Call the company in advance and find out how they respond to different things or how their warranty works.. Most people spend more time picking out a cappuccino machine than they do a TV..? It's fascinating really... But anyways, give them a chance to respond as you have to remember everyone just switched over to DTV and I am sure a lot of people are calling them and every other MFG because they did not read their manuals on how to do a simple channel scan…

Pamela said...

Please all see the new letter... they redeemed themselves...

Anonymous said...

I am in the midst of a customer service nightmare with vizio as well. Even if they "redeem" themselves, damage done. I used to work as a CSR, and it takes so little effort to simply be polite. Guess it is too much effort for them.