Complaints

This profile includes complaints for Element Electronics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Element Electronics

  392 Us Highway 321 Byp N Winnsboro, SC 29180

  
• 

  Element Electronics

  617 R142 757 W Hastings St Vancouver, BC V6C 1A1

• 

  Element Electronics

  6423 City West Parkway Eden Prairie, MN 55344

• 

  Element Electronics

  15930 E Valley Blvd La Puente, CA 91744-3930

• 

  Element Electronics

  15930 E Valley Blvd City of Industry, CA 91744-3988

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:12/12/2023

  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.

  I bought a 75”element Roku tv from target on or close to January 10 2021.
  I mailed a registration at the end of March to comply with the 90 day limit to register for the extra year of warrahty. My tv went black about 2 weeks ago (November 23). I work and the service number was very busy so I didn’t get through until December 12. They confirmed they received my paperwork on April 7 th. But I don’t have an email confirmation??? Why do I need a confirmation when you have the information ?? I installed my tv when I got it and it hasn’t moved since. I’ve taken good care of it and am reallly disappointed about it not working. I just want it fixed. Or if it’s in fixable a refund. The tv is under warranty as I followed your guidelines to make it so.I would hope you would keep your word. I believe in good business and if you won’t keep your word, I’ll let it be known that you didn’t . With many letters of complaint to better business bureau and review sites . I enjoy the tv very much and have spoken well of it. I would like to continue to do so
  Thank you
  ****** *****

  

  Business Response

  Date: 12/12/2023

  Hello ******,

  Sorry to hear your TV is not working.  We never received a copy of the Proof of Purchase.  I will authorize a refund - but we will need a copy of the receipt to capture the amount spent on the TV.  If you can email us that - it would be helpful.

   

  Adam
  
  Apr 07, 2022 15:23
  
  Hi ******,
   
  Thank you for contacting Element Electronics and my name is Adam R*****
   
  I am in the process of finalizing your product registration. However, it appears I'm still missing some information. We want to make sure that together we can access your free warranty that is provided.
   
  Please provide any missing information at your earliest convenience to complete the registration process:
   
  Proof of Purchase: Picture or copy of the purchase receipt or confirmation. Please contact the retailer for a duplicate receipt. 
   
  Thank you so much, and please let me know if you have any questions!
   
  All the best,
  Adam R*****
  Element Electronics Customer Experience Team
  888.842.3577
  ***************@elementelectronics.com

  Customer Answer

  Date: 12/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There is something odd about a partially filed out form and no receipt . 
  Just doesn’t sound like something I would do. .   I would finish the paperwork 
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 12/15/2023

  Hi ******, in order for us to send you a refund - we need a proof of purchase.  We will send you a refund check, but we must receive a copy of your receipt.

• Initial Complaint

  Date:12/11/2023

  Type:Customer Service 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.

  Utterly disgusted with the abysmal customer service! My Onn Roku TV gave up within a year, prompting a warranty claim. They assured me a compensation check, but surprise, surprise—it never arrived, thanks to their incompetence in handling postal codes. Since Nov 11, it's been a torturous journey, enduring poorly written responses and an incessant runaround on the phone. "Please bear with us as it's been escalated to finance" is their go-to line, but the lack of progress is infuriating. Two months post-filing, my broken unit remains uncompensated. This company not only lacks integrity but also seems to revel in providing a disgraceful customer experience. It's a blatant theft of money with zero regard for service quality or customer satisfaction.

  

  Business Response

  Date: 12/14/2023

  Hi *****, yes it looks like we sent this to the wrong zip code in Canada.  Our finance team is in the process of voiding the original check.  Once we have the new check details, we will email them to you right away.

  Customer Answer

  Date: 12/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It has taken over a month to "process" this, void the other cheque, and send me a new one. I have asked your "customer service" numerous  times to provide information regarding the status of my claim in which they copy and paste the same message over and over again. Interesting enough, I have received 6 different individuals names responding to the same email thread, with the same answer copied and pasted. I have also asked 2x now for a supervisor to call me to give me a proper update and I have received nothing. This is not an adequate answer on your behalf and your company as this is the same BS answer that I keep getting from your customer reps. I want a status update as to when I will have this cheque in my hands to process. 

  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 12/15/2023

  Hello ***** - the only thing we can do is cut you a new check and that is in process.  The director of customer service is aware and working with the finance department to get your check on a priority list.  We understand the frustration and you will receive your check.  That will take a few more days.  

• Initial Complaint

  Date:12/06/2023

  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.

  My wife and I purchased a 75 Inch Roku TV from ******* on the 25 of Nov 2023 (Black Friday Event) as our joint Christmas present to each other. TV appears to have been shipped from Ontario I believe. It was delivered, and unboxed. It was placed on the with care, and when we powered it up the screen was shattered. I engaged Element Electronics customer service and provide the same picture I shared on this sight. I was told it was impact damage from a hit or fall. I thought to myself no shit. They then told me no replacement for you, sorry about your loss. What kind of business does this. I want my TV replaced, that is all.

  

  Business Response

  Date: 12/06/2023

  Hello *****.  Sorry to hear that your TV arrived damaged.  If the TV has physical damage that voids the warranty with Element Electronics.  Good news is you are still within the return window for this purchased merchandise.  The retailer has extended their return window during holiday hours.  Hope this helps and it is returned with ease. 

• Initial Complaint

  Date:11/21/2023

  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.

  Purchased an ONN 58"4K UHD HDR10 Roku TV on December 3 2021, I registered the unit with ONN for the extended 2 year warranty, I received an email on December 17 2021 confirming and great news your warranty policy has begun. I starting having issues with half the screen being black, so I called for service on November 19th 2023, we did the trouble shooting and it was defective, but here is the kicker, your model is out of warranty. My response was I registered and confirmed, yes you did register and we can see the email, but this model is not covered. This is not acceptable , only certain models quality for the extended warranty? This is not excluded on the warranty policy they have posted or on any literature that was included with my purchase. I am requesting that they honor the 2 year warranty and either repair or refund this faulty defective TV.

  

  Business Response

  Date: 11/21/2023

  Hi *****. Looks like we received all your information in our call center case *******, we will be issuing a refund this week.  Please forgive us on possible delays this week due to the holidays.  We should have the check details to you by next week.  

  

  Business Response

  Date: 11/21/2023

  Yes, that is fine.

  Customer Answer

  Date: 12/04/2023

  Element Electronics has followed up with a positive resolution and has provided cost recovery. This is very satisfactory response and would like to thank them for a quick solution to my complaint. I would like this case considered resolved .

• Initial Complaint

  Date:11/09/2023

  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.

  I had purchased a ONN tv and I was watching it and all of a sudden the picture went dark and I can still hear the movie playing but can not see it so I got up and wiggled all the wires to make sure nothing came loose and none did. So I unplugged the tv for a little while and came back and plugged it back up. I powered it on and it tried to come on and then all of a sudden I hear this crackling noise and then the screen went black and then there was smoke coming from the back of the tv. I contacted the online team and the only they said was they will have a supervisor call me in 1-2 days. What if I wasn’t home, I could have literally lost everything.

  

  Business Response

  Date: 11/09/2023

  Hello there, thank you for escalating this to our team.  This situation you are describing is a blown/bulged capacitor on the mainboard.  Aside from visual and physical signs of failure, the most obvious symptom of a failed capacitor is the gradual diminishing of your TV's function over time.  The picture going out but still hearing sound would of been the symptom of the mainboard issue.  The smoke that appeared would of been the capacitor that blew on the main board.  It will have a smoke that appears but it did the job it was suppose to do.  Unfortunately, you TV is no longer working due to the main board being defective.  One of our team members will reach out to you - we will be shipping a replacement.  You can use the replacement box to ship the deflective TV back to our warehouse in SC, we will provide a UPS shipping label at zero cost to you.

• Initial Complaint

  Date:10/25/2023

  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.

  I Purchased a Element "50" (E4AA50R)TV from ****** November 2020. The television had never been dropped , moved nor tapped . A year in lines started to appear out of no where lucky I kept the box . I took television back to the ****** I purchased it from . They were kind enough to exchange it that was 2021. now Oct 2023 this television is doing the exact same thing I called the customer service spoke with ***( India Call center). ticket ******* of course the warranty is no good element offers 2 years . My television per the back was just made in 2020 so the question is is Element only making televisions to last up until the warranty then consumers will need to spend more money to buy a new televisions or pay for repairs . Television use to last a good 10 plus years older models 30-40 years . ****** has pulled the Element off the shelves I ******* my model only being sold by consumer Element doesn't even have it on the website. ELEMENT PLEASE EXPLAIN WAS THIS A FAULTY MODEL MADE WHY DONT YOU CARRY IT AFTER 2 YEARS. Why have stores stop selling a less than 3 year old television & if ELEMENT KNEW IT WAS FAULTY WHY AM I THE CONSUMER LEFT TO DEAL WITH THIS INSTEAD OF RECALLING THE MANUFACTURE ERROR. THIS IS SAD. SOME PEOPLE DONT HAVE MONEY TO BUY TELEVISIONS EVERY YEAR.

  

  Business Response

  Date: 10/25/2023

  Hello there, I am sorry the TV is now out of warranty and the screen has gone out.   Unfortunately, there is not a warranty option under this current situation.  If you need further support please reach out and we will be happy to help.

  Customer Answer

  Date: 10/27/2023

  Complaint: ********
  
  I am rejecting this response because: Company stated TV is now out of warranty  ? Please clarify i ask was warranty 365 or 730 ?  My screen has  NOT gone out.  warranty option  (What options & what doe they cover ) . Please explain why Model E4AA50R has been pulled from store shelves as well as Elements website and it has only been manufactured less than 3 years ago could it be that this model has a defect per customer reviews on element site more than enough say the same thing . The economy is in a recession the consumer supports element by purchasing a product that is only built to last 12-36 months seems like a flaw or rip off . Yes i  need further support please provide me with company CEO  where to email or write a complaint . Also if i may have the business register agent i greatly appreciate it . Thanks for you time . .
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/06/2023

  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.

  I purchased a 75" Element TV from ****** on 11/23/21 for $510.77. On 11/24/21 (the very next day), I registered the TV on Element's website to get the 2 years warranty. I took pictures of the receipt and registration confirmation page (within 3 minutes of each other) because I wasn't sure if I was going to get an email confirmation or not (their confirmation page doesn't state anything about getting an email confirmation). As it turns out, I never got an email confirmation from Element (which I just found out on 10/3/23), and they're saying that they can't find my registration in their system.
  
  On 10/3/23, my TV won't turn on (can hear sound when pressing the buttons). I contacted Element customer support via chat and email and they instructed me to troubleshoot it but it still didn't work. After talking with them for 3 days, they said that they can't find my registration in their system so I would have to pay out of pocket to repair the TV from their service provider or local repair shop since they can't find my registration. I told them that I never received an email confirmation, but I provided them the picture of the receipt and registration confirmation page screenshot (with dates and times of 11/24/21) that I took on my phone and told them that they should honor their 2 years warranty for registering. They said they cannot help me since they can't find my information in their system.
  
  As a customer, I feel that what they're doing isn't right. I knew I wanted to make sure I get the 2 years warranty, which was why I registered the TV the very next day after I purchased it. Whether they've lost my information or not, that's not my problem since I registered and got to the confirmation page (even screenshot it with the date and time). I've read other complaints in here that other customers have experienced the same issue regarding the TV and not receiving the email confirmation. I believe Element should honor their warranties and replace or refund me for the TV.

  

  Business Response

  Date: 10/10/2023

  Hello ****,

  We have just approved for this unit to be repaired at no cost to you.  The warranty team will reach out to you with all of the details once the part kit shipped and the scheduled appointment.  

  Customer Answer

  Date: 10/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Although I appreciate Element Electronics agreeing to issue me a refund check, I want to keep this complaint open until I actually receive the refund check since I don't know how long or what other issue may arise during this process. I've read from other customer's complaints about them having issue getting their refund checks to due to USPS, Element Electronics or other things that came up. Once I get the check, I will mark this complaint as resolved.

  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 10/25/2023

  Hi there, please keep this open.  From my understanding, we received a handful of checks that got delayed.  All checks are being mailed out again as of today 10/25/23.  

• Initial Complaint

  Date:09/27/2023

  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.

  I purchased a OnnTV from *******. In less than 1 year the TV died. Since it is on warranty I contacted OnnTV customer services. I gave them all my information and I was told I was going to get a refund check. They asked for proof of purchased and personal information like my address and such. I provided my information and they agreed to send a refund check to my mail. This was around August. They keep promising the refund check but it never arrives. All my conversations with them ends up saying they will get back to me but they never do.

  

  Business Response

  Date: 10/02/2023

  Hi *******,
  We got your check returned from USPS.  It was mailed via USPS on 8/23/2023.  We even went to the united states local post office to ensure we were updating the address on the envelope correctly.  The post master confirmed we had everything right.  Sounds like they might return the check to us again.  Do you have a PO Box we could mail the check to?  (This was also sent from ***************@onntvsupport.com.  If you do have a PO BOX please respond to that email address with the information, not here in the public form.)  Thank you.

  Customer Answer

  Date: 10/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  They have asked me for a different address, which I have provided. I reject the response in order to make sure this case stays open until I am able to get my refund. Thank you for your understanding. 

  I am also copy and pasting my response to our email conversation below this sentence.

  Greetings Kammie Larkin,

  Thank you for the information. I unfortunately do not have a P.O Box.

  I only have a postal/mailling address which is:

   

  352 Calle San Claudio PMB 287

  San Juan, Puerto Rico (PR) 00926-4143

   

  Could you please double check the address. I receive packages and mails to that address from lots of places like amazon, ebay & aliexpress without any trouble.

   

  If you like you could send it to my grandparents house. They live far away from me but it is the only other address that I can give. If you do decide you want to send it to another address I will provide under this sentence.

   

  **** ** **********

  ** ***** ****

  San Sebastian, PR 00685

   

  Please do let me know if the address is changed. 

   

  Also, is it possible to send the check using the internet? For example I can also receive money through paypal. I think this way is probably easier for both and the transfer of money is basically instant. 

   

  Thank you for your time.

  
  
  
  
  Sincerely,
  
  
  
  ******* ******** ********

  

  Business Response

  Date: 10/02/2023

  Hi, and thank you so much for getting right back to us.  We want to be able to resolve this for you.  We received the replacement address in the service ticket.  Once the check is received we will mail it back to the replacement address.  Sorry, we do not have the option to send money via paypal, etc.

• Initial Complaint

  Date:09/25/2023

  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.

  I bought 65” element tv from ****** two years ago now it’s not working has a black screen I returned it to the store they told me they can’t do nothing for me it’s only one year warranty with store that I should contact element tv so I did I called him and they tried technical support to fix the TV but it didn’t work so I talk to the manager. He said he will try to do one time refund but now they refuse

  

  Business Response

  Date: 09/25/2023

  Hi ****, 
   
  Based on the date of purchase you have provided; it appears that your product is out of warranty to proceed with the claim process. Hence, we would request you to please get in touch with one of the local technicians.   
  On the other hand, if you have purchased any protection plan or extended warranty through a third-party company, we suggest you contact them for further help with the warranty.  

  Customer Answer

  Date: 09/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
   this is a problem with the element, TV everybody’s is complaining the screen  goes black.and when I bought it, I didn’t know I have to register it with element tv  to have a two years warranty
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:09/21/2023

  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.

  I purchased this Element Tv at ********** *** on 6/28/23 by an online purchase. I received it about a week later and just roughly over a month of purchase the Tv screen just went black and was still able to be heard. Then we turn off and on again and then there was no picture or sound. The store doesn't accept as a return since its been more than 30 days. So I contacted Element directly and they told me I had to take to a repair shop and even though I really wasn't happy with having to get a brand new tv fixed I went to the place and they told me they didn't have the part I needed or the space to keep the tv there until they receive the part. At this point I would like my money back in a full refund. As it is I will be loosing all the time and energy spent in all that has been done.

  

  Business Response

  Date: 09/21/2023

  Hi ******,

  Sorry **** was unable to keep the TV there. Parts were shipped, but we are happy to get you on the refund list.  We will get with the warranty team to get this completed for you.  They will be emailing you the check details once available.