Complaints

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.

• Initial Complaint

  Date:07/05/2025

  Type:Product Issues
  Status:

  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 had tableau on my list dubai, but after reading all the complaints, I want them to know that better business bureau is the first place.I look before I buy
  
  As a result, I have removed it Fung an item. To purchase.
  
  I did purchase an indoor antenna for 29. Dollars, but tableau says it'll work like your TV is used to work that you can record shows. You can have them permanently recorded. You can play them back at your convenience and so on. You could, you can get all the channels that are available, but I gather that none of this is really happening that their tech department is terrible. And instead of sending a new eulat, they just keep putting up what appears to be c***. And I just want my voice heard because I've had some problems with companies over different type of things like right now. I got a freezer that the ice maker is leaking. 2 service guys couldn't fix it. And I had to go through better business for all to get any response from the company at all and better business bill has been really good working hard to try to resolve problems. But from what I gather, this is just another indoor antenna, and none of these problems should be happening to anyone oh, if there is just one person that complained, I might take another look at it. But as what is right now, i'm erasing it from my list of products. Have a good day

  Business Response

  Date: 07/07/2025

  Thank you for sharing your concerns.
  
  
  We’ve reviewed our records and have not received any previous contact from you at the phone number or email address provided in the complaint. Additionally, we were unable to locate a registered Tablo account associated with this email address.
  
  
  That said, we’d be happy to help answer any questions you may have about the Tablo product or assist with troubleshooting any issues you may be experiencing. Our support team is committed to providing helpful and timely assistance, and we will be reaching out directly to you by the end of the day to offer our support.
  
  
  We appreciate you bringing this to our attention and hope we’ll have the opportunity to assist you further.

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  They did not addresses my concerns for all the complaints if others.  This was on my wish list but they obviously did not care enough to show they read n understood  what I was saying 

  .I do not wish to have further contact with this company.  They just proved all the other complaints.

   

  Thanks bbb for ypurvtimr 
  
  
  
  
  Regards,
  
  
  
  ***** ****
  
  

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  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.

  TABLO FAIL TO WORK HAVE SPENT MORE THAT 7 HOURS ONT HE PHONE WITH THE TECH SUPPORT AND GOT NO WHERE THEY KEEP PASSING THE BUCK AND NEVER EMAIL ME BACK OR RETURN PHONE CALLS. I WANT A REPLACEMENT TO FIX THE ISSUE

  Business Response

  Date: 04/08/2025

  Hi there,

  We have no history of this phone number calling in to support, we also cannot find this customers name in our ticket history. If the customer can please provide an email address since one was not included in this complaint we would be happy to take a closer look at the correspondence with the team. 

  Thank you,
  Lauren
  Customer Success Manager, Tablo Support
  www.tablotv.com/support
  Want to learn more about Tablo? Check out our knowledge base at:
  ****************

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  
  
  As of this date the issue is still there and the company (Tablo) is
  still giving me the run around as to getting an answer that would fix
  the issue. I cannot believe that i am the only person that has this unit
  that has had an issue with it. It seems that after purchasing a new
  tablo it will only work with your phone. well i really do not think most
  people will want to look at tv shows on a phone screen of say less than
  7 inches in size when they can see it on a screen up to over a 100
  inches in size. But to speak with them they are of the idea and position
  that i am the one with the issue since i am a union of 1 that feels this
  way. they do not list a FAQ or review sites that they do not have
  control of therefore it is all slated to their best position.
  
  please let me know what is necessary to getting some type of resolution
  to this issue that the U.S. can deal with little lone myself.
  
  Thanks You
  
  ******* ****
  
  
  
  
  Regards,
  
  
  
  **** ****
  
  

  Business Response

  Date: 04/28/2025

  Upon review of our records, our last direct communication with this customer occurred in September 2021. At that time, we responded to the customer’s inquiry but did not receive any further replies. Since then, we have not received any additional support requests or follow-up communication from the customer.
  
  To assist in resolving this matter, we kindly ask that the customer provide specific details regarding the issue they are currently experiencing, as the nature of the problem described in the complaint is unclear. Additionally, it would be helpful to confirm whether they are using a legacy model or a 4th generation Tablo device, as troubleshooting steps may vary depending on the hardware.
  
  We are committed to supporting all Tablo users and would be pleased to work directly with the customer to find a resolution once we receive more information. For reference, we have attached a PDF of our last conversation with the customer from September 2021.
  
  The customer is welcome to reach out to us by phone at ************* ********** or by email at *******************.
  Please let us know if and when the customer contacts us and provides a support ticket number, and we will ensure their case is expedited.

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  
  PLEASE READ ATTACHED  DOCUMENT FOR AL DETAILS
  
  
  Regards,
  
  
  
  **** ****
  
  

  Business Response

  Date: 05/07/2025

  As mentioned in our previous response, we have been unable to locate any contact attempts from the customer since 2021. We remain committed to resolving this issue; however, we cannot move forward without additional information, as we have no record of any recent communication.
  
  
  The document provided does not include any contact methods or references to an active case.
  
  
  To assist further, we kindly ask the customer to provide one of the following:
  
  A phone number they used to contact us
  A support ticket number
  An email address they used to reach out
  
  
  
  Once we receive this information, we’ll be happy to investigate and work toward a resolution.

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  
  BY READING THE ENCLOSED EMAIL FROM TABLO U WILL SEE THAT I HAVE BEEN IN CONTACT WITH THEM FOR SOME TIME ON THIS ISSUE BEFORE I POSTED WITH YOU. SO I FEEL CERTAIN THAT THEY ARE JUST GETTING RID OF ME BY TELLING LIES. THE DOCUMENTATION SUPPORTS THE CLAIM THAT I HAVE HAD EMAILS WITH THEM ON THE ISSUE AND THE EMAIL ADDRESS THEY USE IS INCLUDED
  

  THEY HAVE NEVER OFFERED A SOLUTION OTHER THAT THE THNG THAT I HAVE TRIED MANY TIME TO NO AVAIL. I HAVE ASKED FOR REFUND BUT SINCE THEY HAVE KEEP THIS GOING WITHOUT ANY HELP OR SOLUTION NOW THE IEME IN NOT RETURNABLE.
  
  Regards,
  
  
  
  **** ****
  
  

  Customer Answer

  Date: 05/14/2025

  item is tablo 4 they now this from the coversations i have had. they are just wasting time so i will stop and then they can say to the world they won. never to happen

  in reading the email it will show all the information they ask for s well as the coversation i had with he techs on the issue.

  the tablo FAILS TO WORK WITH ANYTHING BUT MY PHONE. i am not tasking that so they need to replace device or give me  refund.

  it has never work with anything but phone since day i got it. it was purchased in march around the 10th of the month. i did not receive it till the 20 of the month.+

  Business Response

  Date: 05/26/2025

  Dear Better Business Bureau,
  
  
  Thank you for the continued opportunity to respond regarding complaint ID ******** from *** **** ****.
  
  
  At Tablo, we are committed to delivering a positive experience to all our customers and remain open and willing to work directly with *** **** to resolve his concerns. However, despite multiple requests, we have not received the information necessary to investigate or address his issue effectively.
  
  
  To date, we have already provided the BBB with all records available in our system, including the only documented support communication with *** **** from 2021. Since then, we have not received any verifiable support requests, tickets, or phone logs that match the information provided in the complaint. Furthermore, while the customer continues to reject our responses, he has not supplied an email address, phone number, or recent support ticket that would enable our team to reestablish contact and provide assistance.
  
  
  Without a reliable method of direct communication, we are unable to troubleshoot or determine the current nature of the issue. Continuing to correspond exclusively through the BBB without any way to verify or engage with the customer directly is unfortunately not productive and will not bring us closer to a resolution.
  
  
  We are once again kindly requesting that *** **** provide a valid email address or phone number so that we may reach out to him directly. We are ready and willing to help as soon as we receive this essential information.
  
  
  We remain hopeful that we can resolve this matter quickly and thank you for your assistance in facilitating that outcome.
  
  
  Sincerely,
  Tablo Support

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  FIRST OFF IF U READ THE ENCLOSED FILE U WILL SEE THAT I HAVE Had contact WITH THEM THIS YEAR. THIS IS TAKING WAY TO LONG. THEY ARE NOT READING THE EMAILS I HAVE SENT IN AND ARE NOT LOOKING FOR THE CORRECT USER AND. IN THE EMAIL IT TELLS THE EMAIL ADDRESSEES I USED THIS  TIME. I HAVE SENT THIS IN ONCE BEFORE SO I THOUGHT THAT THEY COULD AT LEAST READ AND THEN THEY WILL SEE I HAVE RECORDS OF THE CONVERSATIONS WITH THEIR TECH SUPPORT.
  
  
  
  
  Regards,
  
  
  
  **** ****
  
  

  Customer Answer

  Date: 06/02/2025

  THE EMAIL ADDRESS CAN BE 2 DIFFERENT ONE NOT SURE WHICH THEY HAVE IN FILE. I BELIEVE THEY HAVE SHOULD BE ****************** WHICH IS THE ONE THAT  THEY HAVE SENT ME EMAILS TO RECENTLY. THEY HAVE ALSO USED ******************** IN THE THE PAST TO CONTACT ME. I SENT ION A COMPLETE LISTING OF ALL THE EMAILS THAT I HAVE RECEIVED IN ANOTHER EMAIL TO YOU. THIS HAS BEEN DONE TWICE AS OF THIS DATE. THIS IS TAKING EXTREMELY TO LONG TO GETY DONE. I FEEL THAT I AM LNOT GETTING ANY WHERE WITH YOU OR TABLO. 

  Business Response

  Date: 06/04/2025

  Thank you for providing *** ****** latest message and providing the contact information he shared.
  
  With the email addresses now confirmed, we have been able to immediately locate *** ****** support history and identify the relevant ticket. We are actively escalating the case to our senior support staff, who will be reaching out to *** **** directly to work toward a resolution as quickly as possible.
  
  To ensure we can move forward without delay, we kindly ask that any future communication regarding this case be directed to our team over email. This will allow us to respond in a timely manner and provide *** **** with the best possible support experience.
  
  We appreciate your continued assistance and are hopeful we can resolve this matter to the customer’s satisfaction.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  JUST FORGET IT. I WILL NEVER GET SATISFACTION FROM THEM OR YOU PLASE.
  
  
  Regards,
  
  
  
  **** ****
  
  

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 been using Tablo since September 2024 and I am very dissatisfied with their Customer Technical Support. I have reported a problem with Tablo being unable to identify duplicate shows when the same show is being broadcasted by two TV stations simultaneously. I reported the problem to Tablo Technical Customer Support over two months ago, and they promised to look into it, but it has never been resolved. I live in **** ** ****** ******* (between West Palm Beach and Orlando), so my antenna picks up the *** stations from both cities and during prime time, they broadcast the same shows. When I try to record a show from ***, Tablo tries to record the same show from both stations. So, if I want to record another show at the same time from another station, it tells me it has a CONFLICT, because it's counting three shows and I only have a dual tuner. THAT IS ABSURD!

  Business Response

  Date: 04/07/2025

  Hi there,

  This customer contacted support one time about this issue on Feb 17 at 3:35 pm and was asked to turn the 'do not record duplicates' feature on in the settings menu it appears we never heard back after offering this solution, until yesterday where the customer has sent us the same message he sent to BBB with the attached photo which we will now reply to with those instructions. In addition to this the second part of his complaint surrounding the ability to remove stations is already available he would just need to delete them himself in the settings menu. We will follow up with this customer directly and again let him know about the solution he can try for the duplicated recordings as well as guide him on how to remove undesired channels from his lineup. 

  Thank you,
  L*****
  Customer Success Manager, Tablo Support
  **********************t
  Want to learn more about Tablo? Check out our knowledge base at:
  ****************

   

   

   

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:02/08/2025

  Type:Product Issues
  Status:

  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 initially had high expectations for this device; however, it has proven to be highly unreliable and ultimately unusable. As a result, I have incurred a financial loss on a product that failed to perform as advertised. This was purchased on ******.
  
  During the months of ownership, I have experienced persistent technical issues, including random disconnections, frequent power cycling requirements, and incomplete channel loading. These malfunctions have significantly impaired the device’s intended function. If this product is marketed as a solution for consumers seeking to "cut the cord," it fundamentally fails to fulfill that purpose. Instead of simplifying the user experience, it has introduced repeated frustration.
  
  In the past two days, the device has completely ceased functioning, preventing me from logging in to access television services. Each login attempt results in immediate disconnection. The issue persists despite multiple troubleshooting efforts—including power cycling, disconnecting and reconnecting the coaxial cable, and restarting the system.
  
  Given these ongoing failures, I cannot recommend this device. I strongly advise potential consumers to seek alternative options unless and until Tablo fully addresses these issues. While the device initially functioned as expected, my willingness to trust its reliability was misplaced. I have not even owned this product for a year, yet it has been a complete failure.

  Business Response

  Date: 02/10/2025

  Hi there,
  
  We’re sorry to hear that you’ve encountered these issues with your Tablo. Our support team is currently reviewing your account and will be reaching out shortly to discuss the next steps. We will conduct a thorough review of your unit, and if any hardware defects are found, we will not hesitate to replace your device.
  
  That said, we kindly ask for your patience while our team completes basic troubleshooting and diagnostics to ensure a long-term resolution. Please note that the error shown in the attached screenshot indicates that too many recordings are scheduled simultaneously, preventing additional live TV streams or further recordings from being scheduled at the same time. Our support team will provide further insight into this functionality and offer guidance on how to avoid this issue in the future.
  
  Thank you for your patience. You’ll be hearing from our team very soon.

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  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 the new Generation 4 Tablo. I’m not sure how this company is able to sell these things especially when there selling a new generation one ! The programming is terrible and needs a lot of work. Go buy one and check it out !! DONT BUY ONE !!
  How is Tablo able to steal $100 from these terrible devices and the terrible programming on this device !!
  There needs to be a recall until they fix the software!! PLEASE THEY JUST CARE ABOUT SELLING THE DEVICES ! THEY DONT CARE ABOUT THE CUSTOMERS AFTER THEY BAIT YOU IN BECAUSE THEN YOU PAID $100 & THEN THE COMPANY DONT CARE ABOUT YOU AGUER THAT BECAUSE THEY GOT OUR $100 !!
  SHUT THIS DOWN !!

  Business Response

  Date: 12/19/2024

  We have identified the customer's interactions with our team, and upon reviewing them have determined the customer was impacted by the an issue caused by the **** OS 14 update. Fortunately, this issue has since been resolved and details on this can be found here: ****************
  
  Our team members are reaching out to the customer now to offer assistance to help resolve this problem and clear up any points of confusion. If the customer would instead like to pursue a refund, we can help them determine if they are eligible for one at their point of purchase.

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Yes I was also impacted by the **** update and that was fixed. It’s not that though. It’s the design of the platform that needs ALOT of work done. This product should have never been released to the public. My 9 year old ******* TV has a better guide then this. 
  I can rescan my Tablo and get channels then go to watch the channel and nothing ? Don’t say it’s my antenna or my Wi-Fi so quit blaming those and look at the software or maybe get a new programer to redisgn this OTA please. 
  it does not work like its supposed to !! 
  
  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 01/02/2025

  As per the customer's response, the original issue prompting the opening of this case was solved in December: ********************-app-4th-gen-update-v-0-8-900-v-0-9-000/39231
  
  With regards to any additional issues or design feedback, we have not heard from the customer via written contact since December 19, which only referenced the issue noted above. We encourage the customer to work with our support team directly to resolve any outstanding issues. We are happy to forward along any feedback to our product team for future consideration.

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  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 product I received was defective, and the company would not send a pre-paid return label, so I had to pay $14.10 to ship the defective product back to Tablo. Also, they still have not credited me the $99.95 that I paid for the defective product. I want to be refunded $99.95 PLUS the $14.10 expense for shipping the defective product back to them for a total refund of $114.05.

  Business Response

  Date: 11/21/2024

  Our management team has reviewed the customer's communications and history with our team and have just provided the customer with the following update:

  
  - As of today, we have confirmed receipt of the customer's returned unit and have processed his full refund of $99.95. We cannot process a refund amount greater than the initial purchase price.

  
  - As noted in the email sent to the customer on November 14, the customer is responsible for the return shipping costs of his unit:
  "Please note that you are responsible for return shipping costs. We will not accept any items that are shipped COD.
  
  We need to receive the unit at our offices within 14-days of this RMA notice or the RMA number may be canceled.
  
  Please email the carrier used and the tracking number for the return shipment when available. Please note that upon approval of your return, we will issue a refund of the purchase price and applicable taxes only. Shipping charges are not refunded."

  
  
  - We have received the customer's request to beta test a unit in the future. At this time, we are not currently seeking additional beta-testers and will not be providing the customer with an additional unit to test with.

  
  - The customer's return has been processed, refunded and we now believe this matter to be closed.

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I should NOT be responsible to pay return shipping cost for a defective product not matter what their company policy is. They shipped me a DEFECTIVE product and I had to pay $14.10 to ship it back to them. What kind of business does this?

   

  
  Regards,
  
  
  
  *** ********
  
  

  Business Response

  Date: 11/22/2024

  Our response to this inquiry remains the same. Our return process and policy was explained to the customer in detail when the return was processed, the rest of our investigation is detailed in our response on 11/21/2024, which is pasted below for reference:
  
  Our management team has reviewed the customer's communications and history with our team and have just provided the customer with the following update:
  
  - As of today, we have confirmed receipt of the customer's returned unit and have processed his full refund of $99.95. We cannot process a refund amount greater than the initial purchase price.
  
  - As noted in the email sent to the customer on November 14, the customer is responsible for the return shipping costs of his unit: "Please note that you are responsible for return shipping costs. We will not accept any items that are shipped COD. We need to receive the unit at our offices within 14-days of this RMA notice or the RMA number may be canceled. Please email the carrier used and the tracking number for the return shipment when available. Please note that upon approval of your return, we will issue a refund of the purchase price and applicable taxes only. Shipping charges are not refunded."
  
  - We have received the customer's request to beta test a unit in the future. At this time, we are not currently seeking additional beta-testers and will not be providing the customer with an additional unit to test with.
  
  - The customer's return has been processed, refunded and we now believe this matter to be closed.

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  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 my **** unit back in Apr of 2024 and have had problems with the unit since day one. and every time I contact the company they give me some excuss at first it was the signal problem and then it was the fact that I'm using the **** to watch, then it was the fact that I'm going through the WI-Fi, then it was the fact that they find no error. Please contact us when you have the problem again. Now that I've been fighting with them I say send a new unit and they say they can't then I say okay refund again we can't because it's been over thirty days but the reason it's been over thirty days is because they keep saying call back when it happens again. This is the problem sometimes the unit records and sometimes it doesn't, it gives me no error and the channel signal is strong. This doesn't happen all the time and sometimes it works for a couple of months sometimes it's very regular.

  Business Response

  Date: 11/21/2024

  Our management team has escalated the customer's case and will be reaching out to the customer shortly with the following updates:
  
  - Our team has reviewed the Tablo's logs and confirmed the root cause of the recording failures is due to intermittent reception issue. This is not uncommon if the antenna attached to the Tablo is not providing reliably strong signal. We have provided the user with a number of steps and troubleshooting methods to resolve this issue.
  
  - However, we do recognize that our customer support team could have provided a higher level of support in this instance. For this reason, our management team will also be reaching out with the offer of a one time goodwill replacement to the customer to address any possibilities of a product defect that we have not managed to isolate so far.
  
  If the same issues remain post-replacement, we will not be replacing the unit again or authorizing any refunds, and we will encourage the user to resolve any external issues (i.e reception) to improve their overall experience.
  
  

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  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 Tablo gen 4 in Late May of this year and received the product in early June. After multiple back and forth with the company on social media and customer support email the product never worked correctly. On October 9, 2024 the product stopped working completely. I phoned Tablo and spoke with "Derek" Derek reported that he could only send a replacement product and could not guarantee that the new product would function properly. When I asked Derek if I would be able to return the replacement product if it did not function properly for a full refund he stated no. I asked Derek to put me through to a supervisor at Tablo and at that point he terminated the call.
  I have since received an email from a person who identified themselves as a manger stating they would not refund my money for this defective product. This manger could not explain why a rep on their social media team told me I would receive full refund if Tablo support could not resolve issues. See message below from the social media team.
  "Hi - we have an update that we are currently working on to hopefully release soon, however; this problem ultimately stems from ****. They're aware of it, but we have to wait on a solution from them before we can release that update. We understand how frustrating and inconvenient this issue is with you and all other customers that are experiencing this. It's not lost on us that this is a huge issue and it is our main priority. We do ask for your patience while we work to actively get this update release in tandem with ****. If support doesn't come with a resolution you're satisfies with, they will be happy to help you with returning your device."
  
  Since Tablo is clearly selling a product with known issues I am only seeking to return the non functional product for a full refund.

  Business Response

  Date: 10/11/2024

  We have responded to the customer directly and a replacement unit is scheduled to arrive within 1-business day. Unfortunately, the customer's well beyond their 30-day return period and we are not able to refund the original order from the end of May. 
  
  With regards to the issue the customer is experiencing: what the customer was told by our support team is accurate. 
  
  The root cause of the problem is occurring due to an update on the **** device the customer is using. Our product team is working to investigate potential solutions to work around this issue, and we have notified **** as well.
  
  Please note: the customer's communications have been limited to email only at this time due to harassment on a variety of other platforms. All future communications will be limited to email.
   

  Customer Answer

  Date: 10/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******

   

  This company clearly put in writing that I would receive a refund beyond the 30 day return policy. The management team has not explained why that employee apparently lied to the customer about a refund after the 30 day return period. The company has a copy of the message sent by their social media team but have failed to reply when asked specifically about the message. The company has failed to rectify the situation and failed to refund this customer for the purchase of a defective device. The company further blocked this customer on social media so that I would not be able to let other potential customers know of the many flaws in the device. Asking for answers through direct messages on social media and letting other consumers know about a product is exactly what social media is for. It is not harassment as the company stated.  I continue to seek a full refund for this device that is less then 6 months old. I will gladly return the defective device along with the new unopened device the company sent out without my consent if I am provided a post paid return label.

  Business Response

  Date: 10/22/2024

  A recap of our interactions with the user and details as to why a refund is no longer possible is below:
  
  - The customer purchased his unit from our store on May 31, 2024.
  
  - On July 25th, the customer contacted our team on Facebook indicating he was experiencing a known issue occurring due to an update on his **** device. Our team acknowledged this issue, indicating this is currently a known problem due to the **** update (outside of our control), and offered a refund despite the customer being outside of his 30-day return policy. The customer did not respond. At this time, it would have been possible to process the refund with an exception within our store. 
  
  - The customer contacted our support team on October 9th requesting a refund. It was no longer possible to issue a refund for the order through our online store due to how much time has elapsed. Instead, the customer accepted a replacement unit for an unrelated hardware issue. 
  
  - Since these interactions, the customer has been blocked from contacting our support team over the phone due and social media platforms to repeated verbal abuse. 
  
  Our team is continuing to work with **** as a top priority to workaround the issues created by the most recent **** OS update. We are hopeful they will address this problem in a subsequent update.

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  The companies social media team did not did not offer this customer a full refund on July 25 ,instead  they directed me back to customer support who could not resolve the issues with their product. If customer support offered a full refund in July I would have accepted that offer. In reviewing emails from the companies customer support team I see nothing that states I could have gotten a full refund in July. 
  If Tablo has an email from their customer support department that backs up their claim that customer support would have given me a full refund in July, please have them submit that email from customer support. When their product died completely after less than six months and I called customer support I was willing to accept a replacement product. My only condition was if the product did not work properly I would want a full refund. Derrek stated no, they would  not refund money even if a new unit did not work properly. 

  This company continues to state I harassed them when that is not the case, unless they consider letting other customers know about known issue with the product harassment. I will continue to let other customers know about this product that seems to still be in the testing phase.

  I will wait for the Company to send a shipping label so I can return the defective product and the replacement product they sent that I stated I did not want.

  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 11/22/2024

  Our response and documents provided in our previous response on  10/22/2024 addresses the customer's complaints. Our team has made the path forward clear and continues to work on a resolution to the **** issue noted by the customer, and we are expecting a resolution to be released shortly. We consider this specific case closed.
  
  Response from 10/22/2024 and previously attached documents have been re-attached for reference:
  
  A recap of our interactions with the user and details as to why a refund is no longer possible is below:
  
  - The customer purchased his unit from our store on May 31, 2024.
  
  - On July 25th, the customer contacted our team on Facebook indicating he was experiencing a known issue occurring due to an update on his **** device. Our team acknowledged this issue, indicating this is currently a known problem due to the **** update (outside of our control), and offered a refund despite the customer being outside of his 30-day return policy. The customer did not respond. At this time, it would have been possible to process the refund with an exception within our store. 
  
  - The customer contacted our support team on October 9th requesting a refund. It was no longer possible to issue a refund for the order through our online store due to how much time has elapsed. Instead, the customer accepted a replacement unit for an unrelated hardware issue. 
  
  - Since these interactions, the customer has been blocked from contacting our support team over the phone due and social media platforms to repeated verbal abuse. 
  
  Our team is continuing to work with **** as a top priority to workaround the issues created by the most recent **** OS update. We are hopeful they will address this problem in a subsequent update.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  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.

  Tablo has failed to resolve my connection issues,
  They continue to blame *******,
  however it worked on ******* upto the update on the gen 4 box.
  Since then I have reached out to Tablo and they will not contact me directly to resolve this connection issue and continue to blame ******* instead of talking to me to resolve this

  Business Response

  Date: 10/01/2024

  Our support team has escalated this ticket directly to our product team and we have confirmed the root cause of the issue. Unfortunately, due to limitations of the customer's network environment, the Tablo is unable to work correctly in its requirement of a consistent internet connection. 
  
  These issues only began once the customer made direct network related changes. Previously, the Tablo worked without issue for 8+ months prior to the network changes. The Tablo support team also made two goodwill exceptions and sent over 2 replacement units that exhibit the same issue due to the networking environment. The Tablo Support team would be happy to arrange for an exception for a refund upon receipt of the user's unit.

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below
  Regards,
  
  
  
  **** *****

  No changes were made to my network by myself or ******* as I am aware of.

  Tablo has made no effort to contact me directly to resolve this connection issue.

  I also have a gen 3 unit that works on my network as it should.

  As tablo has made no effort to contact me at my number I I have included with each email.

  As such tablo has not corrected my issue and as such please refund my money 

  **** ***** 

  ###-###-#### 

   

  Business Response

  Date: 10/01/2024

  We have worked with the customer directly repeatedly over both phone and email. The communications attached confirm the attempts to troubleshoot (and diagnosis) on our end. The customer directly confirmed the change in their networking environment prior to the issues. We have attached email correspondence outlining this. Due to repeated abusive behaviour over the phones the customer has been limited to email-only communications going forward. We have reached out to the customer directly to facilitate a return and full refund as of October 1, 2024.

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 Tablo 4th Gen tv unit in Dec 2023. On June 8th, 2024 the unit died. I contacted Tablo customer service and waited. They suggested the plug/power supply likely failed and gave a code to order a free replacement. When it finally arrived it was not the fix. The unit was indeed dead. Support requested a video as proof, I obliged and they finally replied 4 days later requesting the order receipt and my shipping address. I again obliged. I realized on June 17th further in the email thread that I had been CC'd into another customer (****** ******* aka *********************). Not only did they send me his screenshots and info but he probably saw mine. This is a huge security risk in my opinion. I called and spoke to an overseas support person at this point and she openly told me that a refund had been issued to my ******** ******* card ending in ####. I explained again that they aren't listening and are giving me someone else's information which should be a security issue for them. She proceeded to request I send screenshots of MY email showing the mixed emails so they could further investigate. I politely refused and she ended the call. Their practices are clearly an issue of concern to their customers.

  Business Response

  Date: 06/19/2024

  Our management team has reviewed the customer's complaint internally and we are investigating the root cause of the miscommunication now, and are coaching the team members involved to prevent any further issues. 
  
  We have since escalated the customer's ticket to our senior team, and they have made contact with the customer and approved for a replacement device which is being shipped out now. Tracking information will be sent to the customer by end of day (June 19, 2024). 
  
  We take these matters very seriously and will continue to investigate and make any and all process adjustments necessary to ensure this does not occur again. We sincerely apologize for the confusion and any inconvenience. 

  Customer Answer

  Date: 06/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After making comments on their social media and private messaging them through social media letting them know I had contacted you all they moved much faster to find a resolution. The whole ordeal was still ridiculous and unacceptable. People should definitely beware when sharing their information with them. I thankfully was able to email with the other person involved ****** *******. He too was sent eight of my emails as a result of the "accidental" CC on the email thread. This is NOT good. Thank you all for what you do to protect the consumer and offering a way to resolve such situations.
  
  
  
  Regards,
  
  
  
  ***** ******