CONTACTS
SUBJECTS
Vizio 42" XVT3D424SV Television Serial Number LAPPJFAL3700698 Proble
5603 -
5603 - ..
5604 - Summary/Objective
5605 -
560501 - Follow up ref SDS 46 0000. ref SDS 45 0000.
560502 -
560503 -
560504 -
560505 -
560506 -
560508 - ..
5606 -
5607 -
5608 - Progress
5609 -
560901 - Vizio called...
560902 -
560903 - 877 698 4946 Weekends 8 - 4pm
560905 - ..
560906 - Talked to Chris 49406
560908 - ..
560909 - Case number.............................. 2260034
560911 - ..
560912 - Reported erratic performance of mute and volume control with Comcast
560913 - remote control.
560915 - ..
560916 - Explained that when the television initially powers up, mute and
560917 - volume control work normally. After first use, there is erratic
560918 - function for both systems. Pressing either the volume or mute button
560919 - on the remote control fails repeatedly. After 4 - 10 trys, the mute
560920 - might work, and volume will then go up or down, but holding the
560921 - volume button pressed does not scroll the sound up or down.
560923 - ..
560924 - Chris checked the record and noticed this Vizio television previously
560925 - reported problems with the remote control system, when the television
560926 - was received on 120206 0845. ref SDS 37 XY6F
560928 - ..
560929 - Explained at that time on 120205, Christopher (badge 654) recommended
560930 - trying first to replace the remote control rather than the television,
560931 - ref SDS 37 IH73, and that was done, reported on 120209. ref SDS 39
560932 - CS7N
560934 - ..
560935 - Chris suggested cleaning the sensor located in lower left corner of
560936 - the television frame, and above the speaker.
560938 - ..
560939 - After cleaning the sensor with a cloth, this did not solve the
560940 - problem. Mute and sound buttons still fail, per above. ref SDS 0 KV6G
560942 - ..
560943 - Chris suggested testing the Vizio remote. We found that the Vizio
560944 - remote has the same problems.
560946 - ..
560947 - Chris went off line to investigate this problem.
560949 - ..
560950 - Chris came back online and said research indicates remote sensor needs
560951 - to be replaced, and this can only be done by replacing the television.
560953 - ..
560954 - Chris said that Vizio needs a picture (photograph) of invoice for
560955 - proof of purchase on the television, received on 120206 0845.
560956 - ref SDS 37 LM5G, as was done with the remote control, reported on
560957 - 120309 1243. ref SDS 46 3654
560959 - ..
560960 - Chris said the warranty is good for a year on this matter, even if
560961 - bought through 3rd party at Amazon.
560963 - ..
560964 - Chris said that after submitting picture of invoice for Vizio
560965 - xvt3d424sv television, call Vizio this evening for notice of progress
560966 - fixing the sensor problem.
560967 -
560968 - [...below on 120323 1751 at 1822 sent letter to Vizio with
560969 - picture of invoice from Electronics101deals for the
560970 - xvt3d242sv television. ref SDS 0 3654
560972 - ..
560973 - [...below on 120323 1751 at 1941 Vizio sending television
560974 - replacement to correct defective remote sensor system.
560975 - ref SDS 0 PT6J
560977 - ..
560978 - [On 120324 1038 received letter from Vizio on service
560979 - request number ACC77108 replacing television to correct
560980 - defective remote sensor system. ref SDS 48 C35K
560982 - ..
560983 - [On 120324 2321 message from Vizio that order was
560984 - cancelled; however, Vizio tapped bank account for full
560985 - amount of prior sale. ref SDS 49 ME5H
560987 - ..
560988 - [On 120325 1110 called Vizio and talked to Alex; Vizio says
560989 - notify Electronics101deals to replace the defective Vizio
560990 - xvt3d424sv television. ref SDS 50 XD6I
560992 - ..
560993 - [On 120328 1157 notified Electronics101deals to replace
560994 - television to fix defective remote control system.
560995 - ref SDS 51 5X3H
560997 - ..
560998 - [On 120328 1157 at 2132 Electronics101deals investigating
560999 - problem and will respond with work plan tomorrow.
561000 - ref SDS 51 ER9N
561002 - ..
561003 - [On 120330 1235 Electronics101deals did not respond
561004 - yesterday nor so far today, so sent follow up letter aksing
561005 - Electronics101deals to replace the television under
561006 - warranty provisions, and further requested a price to buy
561007 - another 32" Vizio television to us for a computer monitor.
561008 - ref SDS 52 UR7R
561009 -
561010 -
561012 - ..
5611 -
5612 -
5613 - 1813
5614 -
561401 - Received letter from Vizio saying...
561402 -
561403 - 1. Subject: Vizio Customer Service: Request for additional information. CaseID# 2260034
561404 - Date: Fri, 23 Mar 2012 17:54:03 -0700
561408 - ..
561409 - Dear Valued Customer,
561411 - ..
561412 - 2. Your VIZIO Technical Support Agent has requested additional
561413 - information for a possible warranty related request.
561415 - ..
561416 - If you have been requested to submit your Proof of Purchase
561417 - (POP), Pictures of your VIZIO device (PICS) or both for CASE#
561418 - *2260034*, please use the proper link(s) below.
561420 - ..
561421 - 3. Please be advised that by sending the requested document(s),
561422 - VIZIO does not guarantee that all issues will be covered under
561423 - the VIZIO Limited Warranty.
561425 - ..
561426 - 4. If you have been instructed to send Proof of Purchase (POP),
561427 - please follow this link
561428 -
561429 - http://crmsupport.vizio.com/VIZIOUpload.aspx?g=69D0E1F9-CA9E-4445-89D7-DAC3F06ECFC5
561431 - ..
561432 - 5. Allowable formats: jpg, jpeg, gif, zip, pdf, tif, tiff, htm,
561433 - html, rtf, png
561435 - ..
561436 - 6. You may need to scan in your existing receipt or take a digital
561437 - photo of it. The Proof of Purchase should clearly show:
561438 -
561439 - 1. Purchase date
561440 -
561441 - 2. Store/Website purchased from (Must be from Authorized
561442 - Reseller)
561444 - ..
561445 - 3. VIZIO product item with price.
561446 -
561448 - ..
561449 - 7. Proof of Purchase must be an image of the original or store
561450 - reprint and no handwritten Proof of Purchases will be accepted.
561452 - ..
561453 - If you have been instructed to send pictures (PICS), please
561454 - follow this link
561455 -
561456 - http://crmsupport.vizio.com/VIZIOUpload.aspx?g=115158A4-04DB-4509-BCBB-3A4E2F638435
561458 - ..
561459 - 8. Allowable formats: jpg, jpeg, gif, zip, pdf, tif, tiff, doc,
561460 - txt, htm, html, rtf, png
561462 - ..
561463 - 9. VIZIO requires at least _two_ pictures of your TV (with the
561464 - option to load a third)
561465 -
561466 - 1. All photos should be with room lighting on
561467 -
561468 - 2. One photo showing the entire television powered on
561469 -
561470 - 1. Photo should include the entire TV including the front
561471 - bezel
561473 - ..
561474 - 2. Photo should show the lighted VIZIO Logo
561476 - ..
561477 - 3. If your model does not have a VIZIO Logo that lights
561478 - up, the power indicator light on the front of the
561479 - device should be visible in the photo.
561481 - ..
561482 - 3. Other pictures can be close-ups of the issue
561484 - ..
561485 - 10. You will receive a confirmation email when VIZIO receives these
561486 - files.
561488 - ..
561489 - 11. VIZIO Support Team
561491 - ..
561492 - 12. America's Number One Hi-Def TV Company and home of
561493 - Entertainment Freedom for All
561495 - ..
561496 - 13. **This is a system generated message and you will be unable to
561497 - reply to this email. Replies to this message will not be
561498 - recorded.
561500 - ..
561501 - 14. If you have questions or need further assistance, please visit
561502 -
561503 - http://vizio.custhelp.com/app/home
561504 -
561506 - ..
561507 - Took a pciture of the remote control with 3d function.
561508 -
561510 - ..
5616 -
5617 -
5618 - 1822
5619 -
561901 - Applied Vizio instructions for uploading picture to fix remote
561902 - control.
561904 - ..
561905 - Got following message from Vizio...
561906 -
561907 - 1. Support Center
561908 -
561909 - 2. File Management Center
561911 - ..
561912 - 3. Vizio has recognized your attempt to upload your selected
561913 - attachments. A confirmation email will be sent out shortly.
561915 - ..
561916 - 4. If you have not received your confirmation email with 1
561917 - business day, please contact us at 877-878-4946 Monday-Friday
561918 - 8:00AM to 10:00PM CST and Saturday/Sunday 10:00AM to 6:00PM
561919 - CST.
561921 - ..
561922 - 5. Please have your case number or serial number ready when
561923 - calling.
561924 -
561925 -
561927 - ..
5620 -
5621 -
5622 - 1743
5623 -
562301 - Received letter from Vizio saying...
562302 -
562303 - 1. Subject: Vizio Customer Service: File upload confirmation. CaseID# 2260034
562304 - Date: Fri, 23 Mar 2012 18:21:37 -0700
562311 - ..
562312 - 2. We have received the files you uploaded for CASE# *2260034*.
562314 - ..
562315 - 3. To help expedite your case, please contact VIZIO at
562316 - 877-878-4946 Monday-Friday 8:00AM to 10:00PM CST and
562317 - Saturday/Sunday 10:00AM to 6:00PM CST, please have your case
562318 - number or serial number ready when calling.
562320 - ..
562321 - 4. We will attempt to contact you within two business days to move
562322 - forward with your case if we have not heard from you.
562324 - ..
562325 - 5. Thank you for choosing VIZIO
562327 - ..
562328 - 6. VIZIO Support Team
562330 - ..
562331 - 7. America's Number One Hi-Def TV Company and home of
562332 - Entertainment Freedom for All
562334 - ..
562335 - 8. **This is a system generated message and you will be unable to
562336 - reply to this email. Replies to this message will not be
562337 - recorded.
562339 - ..
562340 - If you have questions or need further assistance, please visit
562341 -
562342 - http://vizio.custhelp.com/app/home
562343 -
562345 - ..
5624 -
5625 -
5626 - 1926
5627 -
562701 - Called Vizio on progress fixing remote sensor, per planning with Chris
562702 - earlier this afternoon, above. ref SDS 0 OS8Q
562703 -
562704 - 877 698 4946 Weekends 8 - 4pm
562706 - ..
562707 - Case number.............................. 2260034
562709 - ..
562710 - Talked to Jessica #419239, per telecon with Chris, earlier above,
562711 - ref SDS 0 VM9I,
562713 - ..
562714 - She checked on progress.
562716 - ..
562717 - She found the picture of the invoice showing the refurbished
562718 - television, and said Vizio will fix the problem of the failed remote
562719 - sensor by replacing the television.
562721 - ..
562722 - Jessica transferred the call to the next level of support for setting
562723 - up a repair.
562724 -
562726 - ..
5628 -
5629 -
5630 - 1941
5631 -
563101 - Talked to John in level 2 technical support.
563102 -
563103 - He at first was confused about talking to a customer or a Vizio
563104 - engineer, customer agent.
563106 - ..
563107 - Explained background talking to Jessica, who transferred the call, and
563108 - to Chris earlier explaining the remote sensor needs to be serviced.
563110 - ..
563111 - John complained about getting this transferred call.
563113 - ..
563114 - After further review, John investigated the case.
563116 - ..
563117 - John examined Vizio notes on the case.
563119 - ..
563120 - John went off line to formulate a work plan.
563121 -
563123 - ..
5632 -
5633 -
5634 - 1945
5635 -
563501 - On hold.
563502 -
563504 - ..
5636 -
5637 -
5638 - 1951
5639 -
563901 - John back online.
563902 -
563903 - John said something about 34 days.
563905 - ..
563906 - He spoke so fast could not follow his work plan.
563908 - ..
563909 - He initially proposed sending a new remote control.
563911 - ..
563912 - We reviewed the record showing Christopher in Vizio Technical Support
563913 - department found the remote control works, but the television remote
563914 - sensor is defective, reported earlier today, above. ref SDS 0 5X3H
563916 - ..
563917 - John said that Vizio will send a new television to fix the defective
563918 - remote sensor system.
563920 - ..
563921 - He asked to hold while he sets up the transaction.
563922 -
563924 - ..
5640 -
5641 -
5642 - 2004
5643 -
564301 - John back online.
564303 - ..
564304 - He explained that Vizio is sending a new television to fix the
564305 - problem with failed remote control sensor.
564307 - ..
564308 - John said Vizio needs customers credit card number for security.
564309 - Vizio maintains the card number on hold in case they don't get the
564310 - defective television back within 10 days after the customer gets the
564311 - new unit.
564313 - ..
564314 - John read customer's address. Vizio had errors in the address, so
564315 - corrected address for shipping the new television.
564317 - ..
564318 - John gave a service request number to track this transaction.
564319 -
564320 - AR771042
564322 - ..
564323 - He said the case number is the main account number.
564324 -
564325 - [On 120324 1038 received letter from Vizio on service
564326 - request number ACC77108 replacing television to correct
564327 - defective remote sensor system. ref SDS 48 C35K
564328 -
564329 - [On 120324 2321 message from Vizio that order was
564330 - cancelled; however, Vizio tapped bank account for full
564331 - amount of prior sale. ref SDS 49 ME5H
564333 - ..
564334 - [On 120325 1110 called Vizio and talked to Alex; Vizio says
564335 - notify Electronics101deals to replace the defective Vizio
564336 - xvt3d424sv television. ref SDS 50 XD6I
564338 - ..
564339 - [On 120328 1157 notified Electronics101deals to replace
564340 - television to fix defective remote control system.
564341 - ref SDS 51 5X3H
564343 - ..
564344 - [On 120330 1235 Electronics101deals did not respond
564345 - yesterday nor so far today, so sent follow up letter aksing
564346 - Electronics101deals to replace the television under
564347 - warranty provisions, and further requested a price to buy
564348 - another 32" Vizio television to us for a computer monitor.
564349 - ref SDS 52 UR7R
564351 - ..
564352 - When the new television arrives, remove the defective television from
564353 - the armoire. Dismantle the stand and place the television and the
564354 - stand in the same box. Fedex will pick it up for return.
564356 - ..
564357 - We can setup the new television, as was done with the old television
564358 - on 120304 0816. ref SDS 41 945J
564359 -
564360 -
564361 -
564362 -
564363 -
564364 -
564365 -
564366 -
564367 -
564368 -
564369 -
5644 -