VIZIO TV - A Textbook Illustration of Bad Customer Service!
Many business success stories are built on uncompromising customer satisfaction. For example, Nordstrom offers quality products and have built their business by offering amazing customer service. Nordstrom will bend over backwards to make sure doing business with them is an exceptional experience. Their business philosophy enables them to sell their merchandise at higher price points.
The fast-growing VIZIO TV company has built their business by selling low-cost, flat panel HD TVs in a rapidly growing market. They have created a name for themselves offering value competing with more established quality brands. VIZIO has won a number of prestigious titles and earned rave reviews. That's good for them, but through my recent encounters trying to resolve a problem with a defective product, I have come to realize that offering customer satisfaction is not something VIZIO is likely to win an award for. Full disclosure, I've had a bad experience and while it won't be resolved favorably with VIZIO, it makes a great business story.
Here's what happened: My grandmother bought a 22" VIZIO L.E.D. TV from Costco. The TV has had an intermittent problem with a straight vertical blurry line that appears on the screen. It's an occasional problem that initially we thought would take care of itself. It hasn't.
My grandmother is now facing major surgery and will be laid up for 3-4 months. Since the blurry line issue is not getting any better and we missed the 3-month electronics return window at Costco, we are now dealing directly with VIZIO customer support to solve the problem. They have asked us to take a picture of the line so they could evaluate the problem and determine if a technician needs to repair the TV or if they should replace it. I explained that the blurry line is intermittent, so capturing a picture is problematic on our end. It was there for a day last week and not there this week.