OK people, I'm REALLY going to need some more backup from everyone else who is experiencing this problem. Things are starting to come to a head over here as I've been trying to get this fixed once and for all.
Video Tech Service in Sacramento replaced my board last week, when the problem wasn't fixed the person said he would research what to do next. Did not hear a word from them afterwards so called today and was told to call TWG, the company that is handling my warranty.
I called TWG, and after waiting almost 30 minutes on hold was told the message from Video Tech Service was that "the problem only happens on one DVD connected to one input, so therefore not a problem." That was completely false of course, I mentioned this thread so the person asked that I forward a link to them. I assume by now they have read this thread. I had to leave for a few hours, but got this email from them when I returned:
We are sorry to hear of the issues you are having with your Vizio television as a result of your firmware update. Unfortunately, the firmware update introduced by the manufacturer and any failure resulting thereof, unless explicitly recommended and authorized by TWG Innovative Solutions, the administrator of the extended warranty policy on your Vizio product, is not eligible for coverage under the terms and conditions of your contract as administered by TWG Innovative Solutions. Please refer to Section 3.G. of your policy, "WHAT IS NOT COVERED".
G. DAMAGE FROM ACCIDENT AND MISHANDLING, ABUSE, MISUSE, INTRODUCTION OF FOREIGN OBJECTS INTO THE COVERED
PRODUCT,UNAUTHORIZED MODIFICATIONS OR ALTERATIONS TO A COVERED PRODUCT, ANY COVERED PRODUCT WITH
REMOVED OR ALTERED SERIAL NUMBERS, FAILURE TO FOLLOW THE MANUFACTURER’S INSTRUCTIONS, AND EXTERNAL CAUSES
INCLUDING THIRD PARTY ACTIONS, FIRE, THEFT, INSECTS, ANIMALS, EXPOSURE TO WEATHER CONDITIONS, EXTREME
TEMPERATURE, WINDSTORM, SAND, DIRT, HAIL, EARTHQUAKE, FLOOD, WATER, ACTS OF GOD OR CONSEQUENTIAL LOSS OF ANY
There is the possibility that Vizio may pro-actively send a patch or fix to the latest firmware update in the near future, but we as the administrators of your extended warranty policy have no control over such actions by the manufacturer.
NAME REMOVED·The Warranty Group
Claims Adjuster III, Service Administration
175 W. Jackson Chicago, IL, 60604
Still with me here? So after that, I called Vizio- I thought I had called their main office in Irvine, but had once again gotten their customer service in South Dakota. I told the first person I got there that I would give them ONE more chance- She asked for the whole story again then put me on hold to talk to a technician. After holding she came back saying she was told there was "absolutely no possibility of a firmware update causing a video problem. Firmware updates affect only the internet apps."
She then asked me all the usual questions like if I had tried clearing the memory, and what my picture settings were. She asked if I were using cable or an antenna, I replied that I had an antenna but didn't watch much TV anyways, but had noticed the motion problem occasionally on broadcasts. This is where it starts getting really good- she then asked me what else I had hooked up, and I mentioned I had both a Blu-Ray and HD-DVD player, plus a laserdisc player, one D-VHS machine, 2 regular VHS machines and a Beta. I said they were all hooked to my receiver and that sent them out to the TV through HDMI, but I had tried hooking items directly to the TV bypassing the receiver and the problem was still there. She then said "It seems with that much equipment, there must be something ENVIRONMENTAL that is causing the problem." It was at that point I politely asked for a supervisor. You can guess what I was really thinking by then.
After being on hold again, I was passed to someone saying they were an "Executive Manager" and would take care of me. He of course wanted the entire story of how this happened again, and he also denied that a firmware update could be causing this and also said that HE HAD NOT HEARD OF THIS PROBLEM BEFORE. I told him at this point I didn't care what was causing it, only that the TV was NOT doing this beforehand, and I wanted it fixed. I also informed him that other people who contacted Vizio were ALSO told that "they had never heard of this problem before", so I was getting very suspicious. His reply was "Well, if we sell 250,000 TVs, and six people have a problem, that doesn't mean there's a problem."
He said the next step would be to get together with some 'engineers' and check out some TVs over the next couple days, and get back to me possibly by Friday. I don't know if they will either try again to repair my TV, replace it, or try to convince me this isn't really a problem and there's nothing else they can do, but this is where I need EVERYONE reading this who has had this problem to CALL Vizio and re-iterate that you are ALSO having this problem! Please post whatever you have done and what responses you have gotten here.
If Vizio ends up refusing to fix this once and for all either by repairing or replacing the TV, I am going to look into what legal action I can take. If I do that, I will need as much back-up as I can get there as well.