Business Profile
Audio Visual Equipment
TCL North AmericaThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 436 total complaints in the last 3 years.
- 154 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/26/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased the TCL 55" Class 4-Series 4K UHD HDR LED **************** (Model 55S434), expecting a reliable product. Unfortunately, the TV has failed entirely under normal usage conditions and is now inoperable.Despite TCLs advertised quality and the product being within what I believe to be a reasonable lifespan, the unit stopped functioning with no external damage or misuse. I reached out to TCL requesting a full replacement, as I believe this is a product defect and not standard wear and ******* date, I have not received a satisfactory resolution. I am seeking a full replacement of the TV or a refund if a replacement is not available.Business Response
Date: 05/27/2025
TCL is still waiting for the customer's original proof of purchase so they can evaluate the options as the TV being reported is 2021 model TV.Customer Answer
Date: 05/27/2025
I have provided all proof of purchase the company never provided any type of support. I expect a full replacement.Business Response
Date: 05/27/2025
Please resend us the original proof of purchase please if you have already sent it so we can re-evaluate this case.Customer Answer
Date: 05/31/2025
I do not agree:
TCLs claim that I did not provide a valid receipt is false.
I submitted a valid Amazon receipt at the start of the warranty process. When your representative questioned its validity, I contacted ****** directly. ****** confirmed the receipt is authentic and valid. I provided this verification to TCL. Despite receiving and acknowledging this, TCL continued to deny the claim without any legitimate explanation.
Additionally, I want to document the behavior of one of your representativesa woman I dealt with during this process. Her tone and attitude were dismissive and unprofessional. Instead of helping to resolve the issue, she escalated it through repeated demands for documents that had already been submitted and verified. The interaction left me feeling harassed rather than assisted.
This is not just about a receipt. Its about TCLs refusal to honor a valid warranty, misrepresent the facts, and allow unprofessional conduct during a warranty dispute.
I am again requesting a replacement TV of equal or greater value to the TCL 55S434 or a full refund.Initial Complaint
Date:05/26/2025
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have brought new ******** from TCL 43" Class 4-Series 4K *********************** 43S431. TV Serial Number *******************. After 22 ********* screen is not working and contacted support and they denined any support since its more than 12 months. please help me to get refund or replacement of TV.Business Response
Date: 05/27/2025
TCL will contact the customer directly regarding this television.Initial Complaint
Date:05/25/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a TCL, model T434D, YESTERDAY. I dropped it TODAY, and now it looks like ??????Business Response
Date: 05/27/2025
TCL does not cover physical damage to the unit. Please return the unit to the retailer.Initial Complaint
Date:05/16/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife purchased a 75 inch tv from TCL in October of 2024. The tv remained in the box until March of 2025. She purchased the tv for $1250. I set the tv up and it worked fine for about an hour. Then what appeared to be a pixel bursts. The tv now has the effect of a broken screen but nothing ever struck the screen. I have had numerous conversations with TCL and from photos they have incorrectly diagnosed it as an impact breakage. I witnessed the issue and I clearly watched as the pixel began to flutter then expand. The case number from TCL is US04202508009. To me this is a clear case of a company not honoring their promise to provide a working product.Business Response
Date: 05/16/2025
Please take a close up look the second image provided there is a crack on the bottom of the screen. TCL does not cover physical damage, therefore the claim was denied.Initial Complaint
Date:05/14/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a 85 inch TCL tv from ******. Everything was fine with shipping and the tv was perfect when it arrived. It has sustained no damage. I had it 6 weeks with average use and a green line appeared out of nowhere. I contacted TCL customer support as it has a 1 year warranty. They responded basically right away and gave me steps to take and I followed what they told me. I gave them all documents and evidence they asked for and then they just quit responding to me. I followed up every day from their last email and nothing still. I'm frustrated beyond words. I think they should send me a replacement tv as this one is defective. Not fair to me.Business Response
Date: 05/15/2025
TCL has gotten all the required documents from the customer and will contact them directly regarding a solution.Initial Complaint
Date:05/08/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought a TV in November 2024. In April of 2025 had problem with remote not turning on TV. Called ******* and had a tech come out and check TV. After conducting some tests tech said problem is with TV itself. Contacted TCL on 3 differant days and they had me do test on TV, TV would still not turn on unless I unpluged TV waited for 20 seconds and then TV would come on. TCL tect hd me do a video showing TV not going on with remote until TV unpluged .wait 20seconds and TV would turn on and to send them my receipt for purching TV. where purched and price. I sent them all this information. Two days later I received a telephone call from TCL saying company I purched TV from was not an authorized dealer and thet were not honoring the 1 yr warranty. Get it fixed by a TV repair company and pay for it or contact store where I bought TV. ************* had to buy your TV in order to sell it. It is your warranty. they said sorry they were not honoring warranty.. ******* re[placed by themBusiness Response
Date: 05/09/2025
The customer purchased the TV from a grocery store and not one of our authorized retailers. TCL needs to evaluate this further and will reach out to the customer directly regarding this.Initial Complaint
Date:05/06/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint because TCL has failed to honor its own written warranty, and I will not continue tolerating the delays and avoidance tactics Ive been subjected to.I purchased a TCL television (Model: 75S551G, Serial #: ******************** from Best Buy within the last year. It is still covered under TCLs manufacturer warranty, which clearly states that defective products will be repaired or replaced at no cost. My unit became defective during the warranty period, and yet TCL has failed to take proper action.I opened Case #US04202524767 and have complied with every requirement. I submitted all requested videos, followed TCLs troubleshooting steps, and made multiple phone calls totaling over two hours. Each time I contact support, Im forced to start over, re-explaining the issue to different agents, with no actual resolutiononly repetitive delays and empty promises.Its clear that TCL is intentionally stalling and making the process as difficult as possible to avoid fulfilling a valid warranty claim. I am demanding a full replacement unit, as guaranteed under their own terms. If this is not resolved immediately, I will escalate this further through regulatory channels.This serves as formal documentation that TCL North America is failing to meet its obligations to consumers. I expect prompt and appropriate action.Business Response
Date: 05/07/2025
TCL will contact the customer directly regarding this issue.Initial Complaint
Date:05/04/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a TCL QM7 65" TV Brand New on January 7th 2025. When the TV arrived, I set it up and it worked perfectly for about 2.5 months. Then all of a sudden one day the TV started freezing a few moments after being turned on. It would freeze on the home screen, freeze while trying to navigate settings, and freeze across all the streaming apps I subscribe too. I mention this because its not just a bug specifically to ******* or ****. It freezes on the TVs default operating system. I reached out to TCL after trying to work through their troubleshooting self help tips on the website. These provided no solution. TCL at first was very responsive via email and a customer service agent was responding to my emails, but she just kept referring me to the troubleshooting self help website. After a week of this, I decided to video record on my cell phone the TV freezing while I was trying to work through the steps TCL was telling me to do. I sent them a collection of video via ****** Docs. It was at this point the customer service agent said Tech Support would need to get involved and would reach out to me for a home visit. That was on April 8th and nobody ever reached out. It was at this point that TCL stopped responding to my emails as well. I have tried to call multiple phone numbers including the one TCL told me to call *********** and the phone number on their website for TV support ***********. Both phone numbers don't work and appear to not be in service. I am escalating this complaint because I really did like the TV when it worked and the 1 year manufactures warranty is still valid, I just want to have a TV that works whether its a repair/replacement or a refund. I feel they are blowing me off now to avoid having to deal with a warranty claim. I uploaded my email correspondence with TCL.Business Response
Date: 05/05/2025
TCL will set up the On-Site Technician Visit and contact the customer directlyCustomer Answer
Date: 05/22/2025
Thank you for assisting me. I am reopening the BBB Complaint and rejecting the business response (TCL) because they lied and haven't contacted me yet, either by email or by phone. They have all my information as the TV is registered with TCL, something I did the first day I bought it. On another note, I still haven't received a response from the TCL **************** Agent from my initial complaint. My last contact with them was on April 8th and that's after weeks of back and forth emails to get my TV fixed.
My additional concerns are abundant with TCL. Their phone number for TV support on their website is not in service. The phone number the **************** Agent gave me is not a working phone number. They are telling *** they will reach out to me and they didn't. On April 9th they told me a TCL Technician would reach out to me and that didn't happen. The TV still is covered under their 1 year warranty and they are just avoiding helping me.
My desired solution at this point is a refund. I don't trust TCL.Business Response
Date: 05/22/2025
There is a repair scheduled for this customer not sure why they are claiming no one contacted them.Initial Complaint
Date:05/03/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a TCL 55 Class 4 Series 4k ****************** Model: 55S435, for $399.99 with tax coming to $426.49 from Best Buy on 06/07/21. Sometime around the year 2024, advertisements were added to the platform experience. On the Home Screen and Screen Saver, the TV will play advertisements, some of which seem to be personally tailored, despite me opting out of that in the Privacy Settings. They added in an entire "Super Bowl LIX" section on the Home Screen that caused my TV to not function properly by constantly freezing and crashing, unable to open applications. I contacted TCL North America support where that gave me a long list of troubleshooting steps, which is pretty common for customer support these days when they know that their product isnt working as advertised, but they acknowledged that this advertisement feature was recently added within the past year and that there is no way to disable it. The kept informing me that the warranty is good for one year from purchase, but it seems that they purposefully added in these advertisements to the product well after the warranty period ended. I then had no less than a dozen emails back and forth with the same customer support agent that clearly knew that these advertisements were nefariously added in and that sending my a long list of troubleshooting steps was the best way to handle my concerns. I was never connected with a supervisor or other support agent. The advertisements are sometimes for crass and ridiculous programs that have been inappropriate for children, interactive, and can take over the entire screen. I have requested that they stop with the advertisements or provide me with a full refund for this product but they keep telling me about the one year warranty. I had no idea that I agreed to have this company remotely and without warning completely change that platform experience for this product, turning it into essentially a paper weight and not a TV.Business Response
Date: 05/05/2025
The advertisements are built into the Roku platform. TCL offers a standard one-year warranty for their product so a refund is not possible. If the customer wants to further troubleshoot the freezing issue on their television, they need to provide us video evidence of this so we can further evaluate the issue.Initial Complaint
Date:05/02/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The tv is unusable there is no audio, no video just a black screen. it's only been 3 months since purchase. The warranty department has been giving the run around, I tried to reset the TV based on their instruction and now it won't boot up at all.Business Response
Date: 05/05/2025
This customer is located in ******, please have customer respond back to ********************** as the support agent has been trying to follow up with them to further troubleshoot this issue.Customer Answer
Date: 05/05/2025
I have sent the information multiple times, the response of the entire tv is not in full view is very silly. What else is there to see for godsakes its not booting! The previous correspondence it was not working the second correspondence its not working and till today its not working. Multiple hours on the phone troubleshooting rubbish for a device I bought less than 3 months ago? I have sent another video now of the tv still not working.Business Response
Date: 05/05/2025
Please contact TCL directly. BBB is for US customers.Customer Answer
Date: 05/07/2025
bbb is for North America and ****** is in North America.
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