CONTACTS
0201 - Comcast Corporation
020101 - Mr. Customer Assistant
020103 - Customer Support Department
SUBJECTS
Vizio 42" XVT3D424SV Television Serial Number LAPPJFAL3700698 Proble
6503 -
6503 - ..
6504 - Summary/Objective
6505 -
650501 - Follow up ref SDS 66 0000. ref SDS 65 0000.
650502 -
650503 -
650504 -
650505 -
650507 - ..
6506 -
6507 -
6508 - Background
6509 -
650901 - Television procurement and configuration issues...
650902 -
650903 -
650904 - 1. Vizio television xvt3d242sv called
650905 - Electronics101deals and canceled red
650906 - tag order to replace for fixing
650907 - remote control failure sound
650908 - volume and mute....................... 120403 1031 at 1059, ref SDS 66 UO5W
650909 - 2. Vizio explains remote control xvt3d424sv
650910 - uses both infrared (IR) and Bluetooth
650911 - to signal the
650912 - television ........................... 120403 1031, ref SDS 66 AL9K
650913 - and also sends IR signals to the old
650914 - Vizio television being used for a
650915 - computer monitor...................... 120403 1031, ref SDS 66 G95M
650916 - recommends different manufacturer for
650917 - television used as computer
650918 - monitor display....................... 120403 1031, ref SDS 66 6M6N
650919 - 3. Electronics101deals letter planning call on
650920 - 120402, to schedule pickup defective
650921 - television the next
650922 - day................................... 120330 1235 at 1806, ref SDS 64 029
650923 - Brenda will quote on alternate Vizio
650924 - television models for the 2nd
650925 - computer display...................... 120330 1235 at 1806, ref SDS 64 HA6
650926 - 4. Electronics101deals call from Brenda asking
650927 - for clarification of exchange process proposal
650928 - she will investigate and call back
650929 - on finalizing trasaction.............. 120330 1235 at 1454, ref SDS 64 2X7
650930 - 5. Electronics101deals notified to issue
650931 - "call tag" and asked to send replacement
650932 - before picking up defective unit
650933 - to maintain television
650934 - service............................... 120330 1235 at 1352, ref SDS 64 KB9
650935 - alternatively sell 32" television to
650936 - maintain interim service during
650937 - repair and replacement process
650938 - at Electronics101deals................ 120330 1235 at 1352, ref SDS 64 CC6
650939 - 6. Electronics101deals will issue "call tag" to
650940 - pickup defective Vizio television; will then
650941 - investigate making repairs or sending replacement
650942 - and will either return repaired unit or
650943 - replacement TV........................ 120330 1235 at 1324, ref SDS 64 9K3
650944 - Amazon appended comment to Electronics101
650945 - letter notifying that Amazon tracking
650946 - performance of 90 day warranty
650947 - entitlement........................... 120330 1235 at 1324, ref SDS 64 R37
650948 - 7. Electronics101deals notified again to
650949 - replace defective television, and asked
650950 - for price to buy another Vizio
650951 - television............................ 120330 1235, ref SDS 64 UR5K
650952 - 8. Electronics101deals investigates problem and
650953 - schedules report tomorrow on replacing
650954 - television to fix defective remote
650955 - control sensor system................. 120328 1157 at 2132, ref SDS 63 ER9
650956 - 9. Electronics101deals notified to replace
650957 - television to fix defective remote
650958 - control system........................ 120328 1157, ref SDS 63 5X3H
650959 - 10. Called and Vizio confirmed customer
650960 - should notify Electronics101deals to
650961 - replace the defective Vizio
650962 - xvt3d424sv television................. 120325 1110, ref SDS 62 XD6I
650963 - 11. Vizio phone message that order cancelled
650964 - replacing tv; said Electronics101ideal
650965 - should replace defective refurbished
650966 - tv; however, Vizio tapped bank account
650967 - for $679, the full amount of
650968 - prior sale............................ 120324 2321, ref SDS 61 ME5H
650969 - 12. Vizio issued service request number
650970 - ACC77108 replacing television to
650971 - correct defective remote
650972 - sensor system......................... 120324 1038, ref SDS 60 C35K
650973 - 13. Vizio television defective remote control
650974 - system for mute and sound volume
650975 - defective and should be
650976 - replaced.............................. 120323 1732, ref SDS 59 5X3H
650977 - Vizio ordered replacement of the
650978 - television............................ 120323 1732 at 2004, ref SDS 59 O88G
650979 - 14. Comcast remote control programmed with
650980 - 4 digit code to control Vizio
650981 - television............................ 120306 1010, ref SDS 55 QB5J
650982 - 15. Vizio xvt3d424sv television configured
650983 - for Internet connection with Vizio
650984 - technical assistance support and updated
650985 - television BIOS (firmware), required
650986 - to configure Comcast remote
650987 - control............................... 120304 0816, ref SDS 53 3K3M
650988 - 16. New remote control setup tv........... 120209 1430, ref SDS 51 CS7N
650989 - 17. Vendor replacing remote control....... 120207 1012, ref SDS 48 FF6K
650990 - 18. Serial # TV problem................... 120207 1012, ref SDS 48 HR5P
650991 - 19. Offer replace TV and remote control... 120207 1012, ref SDS 48 5M3T
650992 - 20. Remote control claim.................. 120206 0845, ref SDS 47 O58M
650993 - 21. Television remote control problem..... 120206 0845, ref SDS 47 YU3L
650994 - 22. Armoire touch up finish problem....... 120206 0845, ref SDS 47 ZK3J
650995 - 23. Television dimension problem.......... 120206 0845, ref SDS 47 J64M
650996 - 24. Television received................... 120206 0845, ref SDS 47 DI99
650997 - 25. Television purchased.................. 120201 0710, ref SDS 46 DI99
650998 - 26. Armoire finish complete............... 120125 0813, ref SDS 45 E54I
650999 - 27. Armoire stain and finish.............. 120123 1052, ref SDS 44 E54I
651000 - 28. Armoire modifications complete........ 120120 1005, ref SDS 43 0001
651001 - 29. Armoire final measurements............ 120111 1430, ref SDS 40 0001
651002 - 30. Television investigate Vizio.......... 111212 1448, ref SDS 38 R95G
651003 - 31. Television investigate dimensions..... 111208 2209, ref SDS 37 R95G
651004 - 32. Armoire work awarded.................. 111206 0918, ref SDS 35 OV5K
651005 - 33. Armoire modification proposal......... 111130 1004, ref SDS 34 IR5H
651006 - 34. Armoire meet contractors.............. 111123 1100, ref SDS 33 0001
651007 - 35. Armoire modify solicit contractors.... 111122 1121, ref SDS 32 7S6M
651008 - 36. Television choices.................... 111122 1121, ref SDS 32 ER9N
651009 - 37. Plan armoire convert large television. 111122 1121, ref SDS 32 IR5H
651010 -
651011 -
651013 - ..
6511 -
6512 -
6513 - Progress
6514 -
651401 - Vizio called...
651402 -
651403 - 877 698 4946 Weekends 8 - 4pm
651405 - ..
651406 - Case number.............................. 2260034
651408 - ..
651409 - Talked to Will badge #570
651411 - ..
651412 - He indicated that getting a television from another manufacturer
651413 - should resolve problem of remote control for television affecting the
651414 - computer monitor display. This confirms telecon with Joyln on 120403
651415 - 1023. ref SDS 66 6M6N
651416 -
651417 - [On 120416 1529 received LG 37LK450 37" 1080p 60 Hz LCD
651418 - HDTV, and discovered its remote controls the Vizio VA32M
651419 - television configured with c17, and that the Comcast remote
651420 - programmed to control the new Vizio xvt3d424sv television
651421 - also controls the new LG 37LK450 37" 1080p 60 Hz LCD, and
651422 - so creates significant productivity problems. ref SDS 69
651423 - YD4K
651425 - ..
651426 - Will also advised that clearing the Comcast universal remote control
651427 - and entering the code again, done previously on 120306 1010.
651428 - ref SDS 55 BO8I, may improve responsiveness sound and mute controls.
651429 -
651431 - ..
6515 -
6516 -
6517 - 1202
6518 -
651801 - Called Comcast.
651802 -
651803 - 800-945 2288 O-00000859 0405
651805 - ..
651806 - Ask about "clearing" prior programming of universal remote control?
651808 - ..
651809 - Talked to Dennis gm0.
651811 - ..
651812 - Dennis seemed unfamiliar with procedures to "clear" prior code
651813 - entries.
651815 - ..
651816 - Procedures to program Comcast remote control with television code is
651817 - shown on 120306 1010. ref SDS 55 BP3O
651819 - ..
651820 - While talking line was dropped.
651821 -
651823 - ..
6519 -
6520 -
6521 - 1926
6522 -
652201 - Called Comcast back.
652202 -
652203 - Talked to Peter 0111
652205 - ..
652206 - We used a new procedure to unlock the volume and mute keys.
652207 -
652208 - 1. Press Cable
652209 - 2. Setup key until 2 blinks.
652210 - 3. Press 993
652211 - 4. Volume up
652212 -
652213 - 1. Press TV
652214 - 2. Setup key until 2 blinks.
652215 - 3. Press 993
652216 - 4. Volume up
652218 - ..
652219 - After these procedures, Peter asked if volume and mute keys are
652220 - working?
652222 - ..
652223 - Said no.
652225 - ..
652226 - Peter feels this should work. He went off line to investigate.
652228 - ..
652229 - While Peter was investigating, powered down the television.
652231 - ..
652232 - After powering the television on, tried volume and mute.
652234 - ..
652235 - These now seem to work, but differently from original configuration.
652236 -
652237 - 1. Volume signal on the television was a thick horizontile
652238 - solid blue line at the bottom of the screen.
652239 -
652240 - 2. Mute signal was a thick horizontile solid red line at the
652241 - bottom of the screen.
652243 - ..
652244 - After the new configuration, per above, ref SDS 0 OP6J, and then
652245 - powering the cable controller and television off and back on, the
652246 - volume and mute buttons on the remote control now result...
652247 -
652248 - 1. Volume signal on the television is a series of verticle
652249 - white lines that comprise a thick horizontile line at the
652250 - top of the screen.
652252 - ..
652253 - 2. Mute signal is now simply the word....
652254 -
652255 - MUTE
652256 -
652257 - ...in white letters at the top of the screen.
652259 - ..
652260 - This is a significant visual change, and appears to reflect the actual
652261 - improvement in performance of sound volume and mute functions.
652263 - ..
652264 - Another important change from this new procedure is that sound volume
652265 - and mute keys on the Comcast remote control no longer affect the older
652266 - Vizio VA32M. This solves a big problem we have had since trying to
652267 - use the old
652268 -
652270 - ..
6523 -
6524 -
6525 - 2314
6526 -
652601 - Noticed that though volume control is changing the volume signal on
652602 - the television, the actual volume is constant.
652604 - ..
652605 - Talked to Mary 31162
652607 - ..
652608 - We went throught the same exercise, that Peter explained above,
652609 - ref SDS 0 OP6J,
652611 - ..
652612 - After that the old volume signals were restored, so that neither the
652613 - sound for the mute controls work. ref SDS 0 SR93
652615 - ..
652616 - We actually lost all sound.
652618 - ..
652619 - Mary explained a procedure to do setup that optimizes audio
652620 - management. This restored sound, but the original incorrect sound and
652621 - mute controls remained.
652623 - ..
652624 - Mary wants to refresh the remote control, by removing the batteries.
652626 - ..
652627 - Took batteries out and then pressed "Setup" 5 times to remove remote
652628 - control memory.
652630 - ..
652631 - This was not effective.
652633 - ..
652634 - At this time, the remote control does not control either sound nor
652635 - mute, except it shows on the television screen these features are
652636 - controlled, as explained above. ref SDS 0 WX4H
652638 - ..
652639 - Mary said these steps exhaust procedures for programming the Comcast
652640 - remote control from the telephone technical support service.
652642 - ..
652643 - Mary said Comcas will send a technician to the site for further work
652644 - porgramming the remote control.
652646 - ..
652647 - Mary scheduled a technician to visit on Thursday, 120412 between 1400
652648 - - 1600, to investigate and correct the problem.
652650 - ..
652651 - After the call, tried the sequence explained by Peter earlier this
652652 - evening, per above. ref SDS 0 OP6J
652654 - ..
652655 - This restored function of mute key, and maintained the volume function
652656 - scrolling on the screen, but still does not change the actual sound
652657 - volume.
652658 -
652660 - ..
6527 -
6528 -
6529 - 0019
6530 -
653001 - Received letter from Comcast saying...
653002 -
653003 - 1. Subject: Your service appointment confirmation
653004 - Date: Tue, 10 Apr 2012 00:56:35 -0600 - 2356 PDT
653005 - From: "Comcast Customer Care"
653006 - To:
653008 - ..
653009 - 2. To view this email as a web page, go here.
653010 -
653011 - http://click.care.comcast.com/?qs=b0b30b30e777b5ea5c967a79b92904276148abe6b494893fc94e53a07a8171e8735e88728cf72cdd
653013 - ..
653014 - This email confirms your service appointment.
653019 - ..
653020 - 3. We apologize for the trouble you are experiencing with your
653021 - service. This email confirms that a technician is scheduled to
653022 - come to your house and repair your service.
653024 - ..
653025 - 4. Your Appointment Information
653026 -
653027 - 1. Account Number..................... ending with 0804
653028 - 2. Name...............................
653032 - ..
653033 - 3. Service Address....................
653038 - ..
653039 - 4. Appointment Date................... Thursday, April 12, 2012
653040 - 5. Arrival Window..................... 2:00PM - 4:00PM
653041 - 6. Call Ahead Phone Number............
653045 - ..
653046 - 7. Email Address......................
653050 - ..
653051 - 5. If any of the above information is incorrect, or if you need to
653052 - reschedule your appointment, chat with us
653053 -
653054 - http://click.care.comcast.com/?qs=62bf7842a1f0ff874df01ae6ae42a03180866a694d8623f056e275899d454ad6786d30aabf0723dc
653055 -
653056 - ...or call 1-800-COMCAST.
653057 -
653058 - 6. comp1a_11
653059 - 7. comp4_28
653060 - comp4_29
653061 -
653062 - http://click.care.comcast.com/?qs=0b63a45db14b095467405200f99c2260af85c196d8f9d91e1dc840df5d4624b9e0edc3ac2e3b75b9
653063 -
653064 - comp4_30
653065 - comp4_31
653066 - comp4_32
653067 - comp4_33
653069 - ..
653070 - 8. We'll answer your questions anytime, 24 hours a day, 7 days a
653071 - week.
653073 - ..
653074 - 9. Ask Comcast
653075 -
653076 - http://click.care.comcast.com/?qs=cb283b4b651b358d2b1ad39fa114d86b57bb602ee6032f68427caac600b67d5ce5d3e6fcd23ad498
653078 - ..
653079 - 10. Live Chat
653080 -
653081 - http://click.care.comcast.com/?qs=c4dced9e49e6c4347512452ae747de1296a51e407e74bb2ba7840c23386b988a9b1a75381b3301f0
653082 -
653083 - 1-800-COMCAST
653085 - ..
653086 - 11. Comcast Logo
653088 - ..
653089 - This email was sent to..........................
653093 - ..
653094 - 12. This is a service-related email. Comcast will occasionally send
653095 - you service-related emails to inform you of service upgrades or
653096 - new benefits. Services and features are subject to Comcast's
653097 - standard terms and conditions of service and are subject to
653098 - change. For information about Comcast email preferences, visit
653099 - comcast.com/preferences.
653101 - ..
653102 - 13. ©2010. Comcast. All other trademarks are properties of their
653103 - respective owners.
653105 - ..
653106 - 14. Comcast respects your privacy. For a complete description of
653107 - our privacy policy, click here
653108 -
653109 - http://click.care.comcast.com/?qs=a68e1e73edf0ab9c66c08bc8c7c5eb040f67129e59fd15d020a751c6649f78815bd99f485ecffb4c>.
653111 - ..
653112 - 15. Comcast
653113 - One Comcast Center
653114 - 1701 JFK Boulevard
653115 - Philadelphia, PA 19103-2938
653116 - Attn: eCare
653117 -
653118 -
653119 -
653120 -
653121 -
653122 -
653123 -
6532 -
Distribution. . . . See "CONTACTS"