I am a huge fan of Google TV, so I was really excited when VIZIO placed their $99 Co-Star up for pre-order back in July. We emailed their PR team to see if we could get a sample unit to review, but they never responded and I just went ahead and ordered one from their online store.
My unit finally shipped on August 17th and my credit card was later billed on August 21st, but I have yet to receive the unit. The problem appears to be that VIZIO tried to cut some corners by using FedEx’s economical SmartPost shipping. This service starts with Fedex picking up the package from the shipper, and then they hand it over to the U.S. Postal Service to make the final delivery.
Since the U.S. Postal Service was supposed to make the delivery there is no way to confirm the drop-off with a tracking number. My experience has told me that the U.S. Postal Service can often lose items, so I always ship my packages with FedEx Air or Ground and require a signature at delivery.
So anyways, I reported my problem to VIZIO customer service on August 28th and they told me they would have to file a claim with FedEx before they could send me another Co-Star. They said they would contact me later that day when it was resolved, so I thanked them and went about my business.
VIZIO customer service never called me back and the package never came.
I started calling VIZIO back about once a week and every time I was told the same thing. “I’m sorry I can’t help you.” “I need to talk to someone in another department and call you back.” “No, I can’t offer you a refund.”
As someone who has worked in customer service, I find it alarming that it has taken so so long to resolve my support case. I have been extremely patient every time I have called in, but no one seems to care that I’m an unhappy customer. It should be a simple task to file a claim with FedEx and ship me another Co-Star, but VIZIO can’t seem to figure it out.
To this day I’m still waiting in hopes that someone will call or email me to let me know when my Co-Star is on the way again. I’m at a loss for what I should do next, so hopefully someone from VIZIO will read this and forward it to someone that cares.
Update: Someone from VIZIO saw my blog post via Google Alerts and contacted me. They apologized for the shipping issues and agreed to overnight me a Co-Star. It’s nice to know they took care of me so fast after complaining, and I hope the other non-bloggers who had issues with their deliveries will receive the same treatment.