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Vizio dead pixel warranty denied

post #1 of 9
4/19/12 at 6:44pm
Thread Starter 
Hello everyone,

I have purchased a Vizio XVT3D474SV 47" LCD TV last August. I worked fine (I was quite happy with it actually), but recently I noticed a cluster of 5 dead pixels on the screen. I have called up Vizio support a week ago and they asked me to send them the images of the dead pixels. They have later called me and confirmed that they see 5 dead pixels and that I should get a replacement under my warranty. At that point I was very pleased with Vizio customer support.

Today I received a call from Vizio and was told that what looks like dead pixels actually is some kind of insect/bug stuck behind the screen and that the warranty does not cover it. Hence my replacement was canceled.

Right now I am not really sure what to do. I feel it's very unlikely that a bug 5 pixels big crawled into my TV. Those pixels look like dead pixels to me. Maybe someone can take a look at the images and tell me what they think?
I attach the photos I sent to Vizio.
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post #2 of 9
4/19/12 at 6:50pm
Well, one way to test... open it up; if there's a bug, take it out, problem fixed. If there's no bug then you've confirmed that the reason for the denial is invalid.

Of course there's the question if opening it up voids your warranty; work that issue out with Vizio.
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post #3 of 9
4/19/12 at 7:43pm
It looks like there's a dirt or bug inside behind the pixels.
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post #4 of 9
4/19/12 at 7:53pm
Quote:
Originally Posted by AzuriN View Post

Hello everyone,

I have purchased a Vizio XVT3D474SV 47" LCD TV last August. I worked fine (I was quite happy with it actually), but recently I noticed a cluster of 5 dead pixels on the screen. I have called up Vizio support a week ago and they asked me to send them the images of the dead pixels. They have later called me and confirmed that they see 5 dead pixels and that I should get a replacement under my warranty. At that point I was very pleased with Vizio customer support.

Today I received a call from Vizio and was told that what looks like dead pixels actually is some kind of insect/bug stuck behind the screen and that the warranty does not cover it. Hence my replacement was canceled.

Right now I am not really sure what to do. I feel it's very unlikely that a bug 5 pixels big crawled into my TV. Those pixels look like dead pixels to me. Maybe someone can take a look at the images and tell me what they think?
I attach the photos I sent to Vizio.

Unfortunately your pictures appear to be so some sort of smudge or possibly a dead fly or spider behind your screen. If it were dead pixels the complete pixels would all be black and you can see that it's uneven and some lighter and darker areas. If you open it up you likely lose your warranty but if an authorized repair facility were to do it then the warranty would likely still be intact. All depends on how much it's worth to you but you might call around and inquire about price. I would also get it cleared through Vizio.
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post #5 of 9
4/19/12 at 8:11pm
Thread Starter 
Quote:
Unfortunately your pictures appear to be so some sort of smudge or possibly a dead fly or spider behind your screen. If it were dead pixels the complete pixels would all be black and you can see that it's uneven and some lighter and darker areas. If you open it up you likely lose your warranty but if an authorized repair facility were to do it then the warranty would likely still be intact. All depends on how much it's worth to you but you might call around and inquire about price. I would also get it cleared through Vizio.

Ok, that clears things up. Vizio was right then. I did ask them for suggestions on fixing this, and they gave me a number of an authorized repairs service. I called this service up and they told me that they could not solve this problem. I guess I will call Vizio tomorrow and ask them for alternative repairs services. I really don't want to loose my warranty (I got extended 5 year warranty).

Thanks for your input guys!
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post #6 of 9
4/19/12 at 8:42pm
Quote:
Originally Posted by HTguru3 View Post

Unfortunately your pictures appear to be so some sort of smudge or possibly a dead fly or spider behind your screen. If it were dead pixels the complete pixels would all be black and you can see that it's uneven and some lighter and darker areas. If you open it up you likely lose your warranty but if an authorized repair facility were to do it then the warranty would likely still be intact. All depends on how much it's worth to you but you might call around and inquire about price. I would also get it cleared through Vizio.

Who cares about the warranty considering it ends in a couple months and if the panel fails after the fact it turns into an oversize paper weight considering there is no repairing Vizio products
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post #7 of 9
4/20/12 at 11:31am
Call back and ask to talk to a supervisor. Without actually sending someone out to look at it, there is NO way they can for sure say that's not dead pixels. They at least should send someone out to open it up and look.
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post #8 of 9
4/20/12 at 1:16pm
It's less than a year old (manufacturers warranty). Plus you have an extended warranty. It should be repaired or replaced under warranty, whatever is dead... bugs or pixels.
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post #9 of 9
4/20/12 at 2:52pm
Thread Starter 
Quote:


Call back and ask to talk to a supervisor. Without actually sending someone out to look at it, there is NO way they can for sure say that's not dead pixels. They at least should send someone out to open it up and look.

Is this standard practice to send someone to actually look at a TV and see what is wrong with it?
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