Update: The Vizio folks responded...!

For context, refer to my earlier post:

http://andyspeak.blogspot.com/2008/11/vizio-help-me-im-your-customer.html

I sent this post as an email to Vizio's tech support. It was a long shot to expect a response - they have nothing to gain - I had violated the terms of my agreement by taking the TV to India, the holiday season is on, with its attendant issues of spike in support needed, the economy is looking down the barrel, so most companies would want their employees to focus on delivering the biggest bang for the buck - clearly trying to help an errant customer 12,000 miles away doesnt fit into that...!

Yet they responded - not one but two emails - both are below. No - my problem still remains and I wish it could get solved, but as a marketer with strong convictions on being responsible for your customer's experience with their purchase from you, I'm very impressed with Vizio.

To all you folks reading this in North America - Vizio is a company with its heart in the right place - the realize the primacy of the customer and are willing to take the extra step for it. As a consumer, that gives me immense confidence - so if you are considering an HDTV purchase, head out to the nearest Costco or vizio.com or any other place Vizio is sold and buy a Vizio with confidence.

"They are America's  fastest growing HDTV company" - for a reason and deserve it.

Reply 1: I think from their customer service/PR department - see the polished language and the lack of any commitment - man these PR folks earn their keep, dont they?

"Unfortunately we literally have no way to perform any repairs or services in your area. We have no business associates or service centers outside of the US and Canada. We as a business do not even have license to sell our products there and our product insurance policies do not extend there.

It is not out of a desire to throw the rule book at you that we can not perform any warranty service. There is literally no way for us to do it with the TV where it is now. We dont tell our customers it will be out of warranty if you take it outside of the united states because we do not want to perform the work. We tell customers it will be out of warranty because there will be no way for us to perform any services outside of the US.

the most help we can provide is to try to determine the issue with your set through e-mail and then suggest parts that can be obtained. We can not mail them to your location because there are business/trade laws and rules that prevent us from doing so. So even after we can suggest parts that may solve the issue there is no promise it will definitely solve the issue and you would need to arrange obtaining the parts on your own. We can only ship with in the United States and Puerto Rico. 

We would love to be able to back our product here but you removed it from our reach to do so. Something we try to warn customers of with in our warranty policy."

Reply 2: This is one I really liked and appreciated - someone (god bless John Kirby) 

Dear Sir,

 

In regards to your blog. You are correct that the warranty is void. In an effort to help resolve your issue I have spoken with our engineer and he gave some diagnostic tips in determining which circuit boards need to be replaced in you unit. “What happens is…Is the power light green or orange? If green, I would look into the grille on the back of the TV and see if there is a glow. If not, Master or Slave Inverter.

If not, and Power light is orange, I would replace the Main board.” Please let me know if I can be any further assistance.

 

Please include all previous corresponding emails with reply.

 

Thank You,

 

 

John Kirby