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Business Profile

Audio Visual Equipment

TCL North America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Audio Visual Equipment.

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 Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/14/2023

    Type:Product Issues
    Status:
    Answered
    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 ** 2 years ago and I had problems with the colors on the screen. It didn't happen when I first brought it home. It was over a of time The left side would be color right side would be washed out. They brought me another tcl and i'm also having the same problem with this ** Except the color problem is in the middle of the *** I changed out all my cables reset the ** and nothing has changed. I contacted them again and they walked me through everything that I've already did and told them that it didn't fix anything. I would like my money back and I will never buy another TCL ***

    Business Response

    Date: 11/28/2023

    We take great measures to ensure that our products are in great working condition, but as with all consumer electronics, components sometimes fail after use. We provide a one-year manufacture warranty to safeguard against such instances. 

    As a reference, a copy of our warranty and warranty requirements can also be found here: ***************************************************************.

  • Initial Complaint

    Date:10/30/2023

    Type:Product Issues
    Status:
    Resolved
    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 the TCL 50" roku tv at Best Buy May 14, 2022. At the start of February 2023 my tv had the blue screen of death and stopped working. I called TCL and they sent me the same model not sure if it was new or refurbished. Now October 30, 2023 the tv is starting to do the blue screen of death and I have lines that flicker across the screen. I called TCL customer service spoke to Tech support person named Gold. He told me I would be sent a new tv wait 7 days for ***** shipping number. The call ended and 11 minutes later I got a call from Gold saying the ** warranty goes back to the date of the original purchase May 2022. I asked **** to speak to a supervisor, he put me on hold for a couple of minutes came back and says there is no supervisor available. Mr. **** told me to take the ** to a repair shop. why should I have to pay more money on their defective **. I told Mr. **** this ** should last years not months. The second ** they sent me was defective like the first **. I either want my money back or TCL sends me a new non-defective **!

    Business Response

    Date: 11/03/2023

    ************** is in transit and is expected to arrive on Monday, 11/6/2023.

  • Initial Complaint

    Date:10/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased a small 40 inch TCL 40S330 in Oct of 2020 from Best Buy. When I first got it, it was decent, but over time it got slower and slower. It has gotten to the point where scrolling through the home screen is painfully slow. I know in Dec of 2021 Best Buy pulled the TCL **s running ****** OS due to massive complaints they were extremely slow, I know they did this on the 5 and 6 series, but didn't see anything about the 3 series. Its obvious there was some sort of issue with these **'s also.I contacted TCL (Ticket 231021-000182) and was told it was out of warranty (which I get) but since this was clearly a defect from TCL they should cover any repairs. Instead I was told to take it to a shop and have it looked at. The ** cost under $200 and I'm not going to spend more money on it.The ** has been completely reset and updated and it still running extremely poorly. I'm requesting TCL take responsibility for this defective ** and either repair or replace it.

    Business Response

    Date: 11/03/2023

    We take great measures to ensure that our products are in great working condition, but as with all consumer electronics, components sometimes fail after use. We provide a one-year manufacture warranty to safeguard against such instances. 

    As a reference, a copy of our warranty and warranty requirements can also be found here: ***************************************************************.

    Customer Answer

    Date: 11/05/2023

     I am rejecting this response because:

    The response from TCL is ridiculous.   They basically are saying all products can fail after 1 year.   This is a known issue since I first got the *** and the fact that Best Buy pulled the, from their store proves it's not a warranty issue but a manufacturer defect.

  • Initial Complaint

    Date:10/20/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On Sept 1st I bought a TCL QM8 **, ** arrived on the 9th. On the second page of the QM8 manual it states that if you register the ** within 30 days you can purchase a TCL Protection Plan with up to 4 years of warranty,Manual is available here ************************************************************************************************************************************** Same manual that was shipped with the ** I registered my ** within the allowed time line, while registering the ** I was never given a option to purchase protection plan.Next day I contacted TCL support was instructed to contact TCL protection support. After exchanging few emails with them, they told me that they do not offer protection plans for this **.Even thought the manual on their website, and the manual that comes with the ** states that they do.This is false advertising, I saw the manual on their website before the purchase and was planing to buy the protection for the **.They should not use false advertising.

    Business Response

    Date: 11/03/2023

    We apologize for the delay. Customer's replacement TV arrived last Monday 10/30/2023.

    Business Response

    Date: 11/03/2023

    The response we have for this customer should have been

     

    We are still following up with our partner company regarding the customers option to purchase a protection plan

     

    Thanks!

     

    ************************************* | Support Manager

  • Initial Complaint

    Date:10/19/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    10/14/2023 tv is completely useless and will not display anything. Went through their guided steps to repair. They wasted over an hour of my time and it's not resolved. I probably should seek compensation for my time.Item is under warranty.

    Business Response

    Date: 11/03/2023

    We apologize for the delay. Customer's replacement TV arrived last Monday 10/30.

  • Initial Complaint

    Date:10/18/2023

    Type:Order Issues
    Status:
    Answered
    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 window unit air conditioner and 3 months later it stopped working. TCL has been doing nothing but giving me the run around regarding replacement of the unit. They wanted several items to prove purchase and that the item wasnt working including a video. Then they wanted me to write void of the serial number with the date. Once provided with all things requested, they said they would get back to me. When I reached back out its been multiple excuses with no resolution in sight. They refuse a refund and refuse to send a new unit or fix this one because they dont have stock. I had to purchase a new unit because of how long this process is/was taking and now its coming up on winter.

    Business Response

    Date: 01/16/2024

    ******** Customers replacement unit was received Oct 25.

TCL North America is NOT a BBB Accredited Business.

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