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TCL Television not working... (1 Viewer)

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MIKE
Last November we were buying my wife's folks (in their 90's) a new television. My wife went to Best Buy to get a 65" Samsung and the guy there said we should get a TCL 65R625 65" Class 6 Series LED 4K UHD Smart Roku TV instead.

I checked here on the forum and the general consensus of replies said that TCL was good.

This week the TV stopped working. It's not even a year old. I called Best Buy and they said they had a dedicated team of TCL specialists and, when we called them, they had us do trouble shooting over the phone and said there was nothing more they could do and that TCL would have to handle it.

I haven't been able to get to TCL yet but, in the meantime, was hoping one of the experts out there could give me some tips to try to see if I can get it working. Or, if not, let me know if this seems a common occurrence.

My in-laws were so upset that we went out and got them a replacement 65" Samsung TV -- it's their main entertainment in their apartment and they don't get out much.

Any advice, thoughts, support, direction would be GREALTY appriciated!

Thanks!
 

Wayne A. Pflughaupt

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Folks here are great at giving advice on equipment purchases, and getting things set up and working right. Fixing broken stuff, not so much.

Hope your in-laws have better luck with the Samsung, but personally it’s not a brand I have much confidence in.

Regards,
Wayne A. Pflughaupt
 

LeoA

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About the only thing that I can think of that you potentially could address without another similar television to cannibalize for parts, is replacing the backlight. It's not the easiest thing to do, but it's doable if you're careful. But for a fairly recent and expensive set, I'd recommend going through TCL support since it's easy to damage the LCD.

To see if it's the backlight, the tv would still power on and you'd get audio but no picture. If that's the situation, try shining a flashlight on the screen to see if there's anything being displayed. If there is, it's likely that the backlight has failed. If you can find the part for your set such as this one on Aliexpress, you could attempt it if you wanted to.

 
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John Dirk

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Last November we were buying my wife's folks (in their 90's) a new television. My wife went to Best Buy to get a 65" Samsung and the guy there said we should get a TCL 65R625 65" Class 6 Series LED 4K UHD Smart Roku TV instead.

I checked here on the forum and the general consensus of replies said that TCL was good.

This week the TV stopped working. It's not even a year old. I called Best Buy and they said they had a dedicated team of TCL specialists and, when we called them, they had us do trouble shooting over the phone and said there was nothing more they could do and that TCL would have to handle it.

I haven't been able to get to TCL yet but, in the meantime, was hoping one of the experts out there could give me some tips to try to see if I can get it working. Or, if not, let me know if this seems a common occurrence.

My in-laws were so upset that we went out and got them a replacement 65" Samsung TV -- it's their main entertainment in their apartment and they don't get out much.

Any advice, thoughts, support, direction would be GREALTY appriciated!

Thanks!
Come on, Mike. How can anyone possibly offer meaningful assistance when all you've given us to go on is "it's not working." :confused:

I did find this on the TCL website but I assume you did as well. Ultimately though, I agree with @Todd Erwin . Don't do anything that could be used to invalidate your warranty but do be sure to establish contact before it expires, likely next month.

TCL TV Warranty Information​

All TCL LCD/LED Models
What your warranty covers:
Defects in materials or workmanship to the original owner of this TCL product when purchased as new from an Authorized Dealer of TCL brand products in the United States and packaged with this warranty statement.

New LCD/LED Televisions (Non-Commercial Use)​

New LCD/LED Televisions (Commercial Use)​

What we will do​

How to get service​

  • Please have your original purchase receipt or proof of purchase (bill of sale or receipted invoice) which states that condition of the unit (New, Used, etc.), the unit’s date of purchase, place of purchase and model/serial number ready. The model/serial number information can be found on the back of your unit.
  • Call 1-877-300-8837 or visit Support.TCL.com/US
  • A representative must troubleshoot your problem over the telephone or through e-mail before receiving service. If it is determined that your unit requires service, the service location will be at the sole discretion of TTE based upon the TTE Limited Warranty Statement.
  • At the sole discretion of TTE, television screen sizes 43” and smaller will either be repaired at an Authorized TCL Service Center or directly exchanged for a new or refurbished/recertified unit. At the sole discretion of TTE, television screen sizes 44” through 75” or larger will either be repaired or directly exchanged for a new or refurbished/recertified unit at an Authorized TCL Service Center or repaired in-home. In the event of a service visit where the on-site technician, in his-her sole discretion, deems the home or property conditions to be hazardous and/or unsafe, TTE reserves the right to cancel or re-schedule the service visit, or opt for an exchange of the in-warranty unit for a refurbished/recertified unit lieu of the in-home service visit.
  • If repaired at an Authorized TCL Service Center, TTE is not responsible for transportation costs to the Authorized TCL Service Center. However, TTE will pay for return shipping. TTE will provide instructions for packaging and shipping the unit. Units that are improperly packed and damaged during shipping are not covered under your product warranty.
  • Proof of purchase in the form of a bill of sale or receipted invoice from an Authorized Dealer which is evidence that the product is within the warranty period must be presented to obtain warranty service.
  • In the event that a unit is to be replaced, a picture of the back of the unit showing the model and serial number and picture of the issue itself may be required.
  • PRE-AUTHORIZATION MUST BE OBTAINED BEFORE (1) SENDING ANY PRODUCT TO AN AUTHORIZED TCL SERVICE CENTER, OR (2) OBTAINING ANY IN-HOME REPAIR/REPLACEMENT/ RENTAL SERVICES.
 
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Come on, Mike. How can anyone possibly offer meaningful assistance when all you've given us to go on is "it's not working." :confused:

I did find this on the TCL website but I assume you did as well. Ultimately though, I agree with @Todd Erwin . Don't do anything that could be used to invalidate your warranty but do be sure to establish contact before it expires, likely next month.

TCL TV Warranty Information​

All TCL LCD/LED Models
What your warranty covers:
Defects in materials or workmanship to the original owner of this TCL product when purchased as new from an Authorized Dealer of TCL brand products in the United States and packaged with this warranty statement.

New LCD/LED Televisions (Non-Commercial Use)​

New LCD/LED Televisions (Commercial Use)​

What we will do​

How to get service​

  • Please have your original purchase receipt or proof of purchase (bill of sale or receipted invoice) which states that condition of the unit (New, Used, etc.), the unit’s date of purchase, place of purchase and model/serial number ready. The model/serial number information can be found on the back of your unit.
  • Call 1-877-300-8837 or visit Support.TCL.com/US
  • A representative must troubleshoot your problem over the telephone or through e-mail before receiving service. If it is determined that your unit requires service, the service location will be at the sole discretion of TTE based upon the TTE Limited Warranty Statement.
  • At the sole discretion of TTE, television screen sizes 43” and smaller will either be repaired at an Authorized TCL Service Center or directly exchanged for a new or refurbished/recertified unit. At the sole discretion of TTE, television screen sizes 44” through 75” or larger will either be repaired or directly exchanged for a new or refurbished/recertified unit at an Authorized TCL Service Center or repaired in-home. In the event of a service visit where the on-site technician, in his-her sole discretion, deems the home or property conditions to be hazardous and/or unsafe, TTE reserves the right to cancel or re-schedule the service visit, or opt for an exchange of the in-warranty unit for a refurbished/recertified unit lieu of the in-home service visit.
  • If repaired at an Authorized TCL Service Center, TTE is not responsible for transportation costs to the Authorized TCL Service Center. However, TTE will pay for return shipping. TTE will provide instructions for packaging and shipping the unit. Units that are improperly packed and damaged during shipping are not covered under your product warranty.
  • Proof of purchase in the form of a bill of sale or receipted invoice from an Authorized Dealer which is evidence that the product is within the warranty period must be presented to obtain warranty service.
  • In the event that a unit is to be replaced, a picture of the back of the unit showing the model and serial number and picture of the issue itself may be required.
  • PRE-AUTHORIZATION MUST BE OBTAINED BEFORE (1) SENDING ANY PRODUCT TO AN AUTHORIZED TCL SERVICE CENTER, OR (2) OBTAINING ANY IN-HOME REPAIR/REPLACEMENT/ RENTAL SERVICES.

Thank you very much for your response! I found a site (after reading your answer) for helping to locate service centers. It's at https://www.service-center-locator.com/tcl/tcl-service-center.htm. I live not too far from Indianapolis, IN and luckily there are choices nearby. Hopefully I'll hear from them and get either a home visit or be able to take it in.

I guess, in the future, I'll buy the warranty at BestBuy. Not sure I'll get another TCL though.
 
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MIKE
If its still in warranty, any repair attempts you make yourself will void the warranty. I would wait for TCL to respond, unfortunately.
No, I won't. And thank you for your response! Here's what the TCL folks sent me to regarding the situation (via email):

We're sorry to hear that your TV stopped working and we understand your interest in claiming the warranty.

To better understand the issue, can you please tell us exactly what the issue is? (Is the TV not turning on/not showing a picture/no audio?)

Please also follow the steps and let us know if the issue will persist.

1. Try a different power outlet. Make sure that it's plugged in directly to the wall.
2. Drain the power of the TV.
a. Turn the TV off and unplug it from the power outlet.
b. Unplug all external devices from the TV.
c. Press and hold the manual power button of the TV (located underneath the TCL logo) for 15 seconds.
d. Plug the TV back to the outlet.
3. Turn on the TV using the physical power button.
4. Perform a hard reset. Please note that this will erase everything on the TV and will put it back to its factory default settings.
a. Locate the reset button at the back of the TV (aligned to the HDMI ports).
b. Using a paper clip, press and hold the reset button for 15 seconds while the TV is on.

If the issue persists, kindly send us the following:

  • A short video clip of the reported issue.
  • A picture of the white sticker on the back of the unit showing the serial numbers.
We're looking forward to your response. Let us know if you have any questions.

Thank you!

Maria Cielo G.
Customer Support Team
TCL North America
|w: tclusa.com |t: @TCL_USA
 
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Folks here are great at giving advice on equipment purchases, and getting things set up and working right. Fixing broken stuff, not so much.

Hope your in-laws have better luck with the Samsung, but personally it’s not a brand I have much confidence in.

Regards,
Wayne A. Pflughaupt
Thank you for your response!

I hope the Samsung is better too. Let me know if you're aware of some go-to brands. We don't buy TV's too often.
 
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About the only thing that I can think of that you potentially could address without another similar television to cannibalize for parts, is replacing the backlight. It's not the easiest thing to do, but it's doable if you're careful. But for a fairly recent and expensive set, I'd recommend going through TCL support since it's easy to damage the LCD.

To see if it's the backlight, the tv would still power on and you'd get audio but no picture. If that's the situation, try shining a flashlight on the screen to see if there's anything being displayed. If there is, it's likely that the backlight has failed. If you can find the part for your set such as this one on Aliexpress, you could attempt it if you wanted to.

Thanks for the response!

It's still under warranty so, hopefully, TCL will get it all fixed / replaced. Keeping my fingers crossed. I had to replace a board in a Samsung TV once and I was scared to death doing it but was successful. Guess if I have to do surgery I will .. but hoping not.

Have a great weekend!
 

John Dirk

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Let me know if you're aware of some go-to brands. We don't buy TV's too often.
I have all Samsung TV's and have rarely had issues. When I did, after a little research, I purchased the replacement board on eBay for something like $20.00 and installed it myself as this particular set was well out of warranty. I do have one TCL that is a couple years old and it has also been issue free though I rarely use it.

The common factor with all of my TV's is that I purchased them from Costco. They usually extend the manufacturers warranty to 2 years free of charge and, if you have their "Executive" Visa it extends to 4 years. You can't beat that as far as I know.

 

JohnRice

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Thank you for your response!

I hope the Samsung is better too. Let me know if you're aware of some go-to brands. We don't buy TV's too often.
Don't expect any TV to last terribly long. 5-10 years is all you can really expect. I've owned all sorts of brands and have never found one of them noticeably better or worse for life... except Sony. I don't know about currently, but I used to buy a lot of Sony gear, of all sorts, and virtually every single one crapped out in record time. This ranges from TVs to cordless phones, to DVD and LD players, to computer monitors. So I swore off Sony completely about 15 years ago. Again, no idea if that's changed or if I just had bad luck, but I've never had such widespread trouble with any brand before.

I genuinely think TCL and Vizio are good choices these days for TVs, largely because you can't expect very longlife from anything, so might as well save some money in the process.
 
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I think I've got to get a Costco card. My in-laws got the new TCL replacement TV there and our daughter save a LOT on a set of Michelin tires for her van there as well -- and got lots of freebies with the tire buy (rotation, etc.). Must be a good place. I'll check it out next weekend -- hope I don't spent too much there. We used to have a Sam's membership and I had to stop going there because we'd end up going for a specific thing and rolling out with a bunch of stuff that we'd never thought of buying. :)


I have all Samsung TV's and have rarely had issues. When I did, after a little research, I purchased the replacement board on eBay for something like $20.00 and installed it myself as this particular set was well out of warranty. I do have one TCL that is a couple years old and it has also been issue free though I rarely use it.

The common factor with all of my TV's is that I purchased them from Costco. They usually extend the manufacturers warranty to 2 years free of charge and, if you have their "Executive" Visa it extends to 4 years. You can't beat that as far as I know.

 
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Don't expect any TV to last terribly long. 5-10 years is all you can really expect. I've owned all sorts of brands and have never found one of them noticeably better or worse for life... except Sony. I don't know about currently, but I used to buy a lot of Sony gear, of all sorts, and virtually every single one crapped out in record time. This ranges from TVs to cordless phones, to DVD and LD players, to computer monitors. So I swore off Sony completely about 15 years ago. Again, no idea if that's changed or if I just had bad luck, but I've never had such widespread trouble with any brand before.

I genuinely think TCL and Vizio are good choices these days for TVs, largely because you can't expect very longlife from anything, so might as well save some money in the process.
I agree about Sony. There was a time when I thought there products were the best but, as you, was disappointed repeatedly over the years. I'd bought some Panasonic things that were better but my wife (for some un-kown reason) thinks Samsung it king and always wants those TV's. I had actually heard great things about TCL and Vizio prior to getting this TCL one. It's pretty disappointing to have it fail in just shy of a year. Now, of course, when I look online I'm finding support horror stories. They get a 1.4 on TrustPilot (https://www.trustpilot.com/review/www.tcl.eu_). Vizio does better at 2.7 (https://www.trustpilot.com/review/www.vizio.com). Samsung is like TCL, a 1.6 (https://www.trustpilot.com/review/www.samsung.com?aspects=tv). Sony is a hard to figure out as it's difficult to zone in on any 1 product -- but overall not so good.

I also found a Popular Mechanics article rating TV's but found others contradicting everything they said.

I guess it's just a big cap shoot? :)

I do, however, REALLY appreciate your messages!!! At least we consumers can stick together!!!
 

Johnny Angell

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Do a google on “TCL Model # put symptoms here”. That might indicate what is wrong. MIght even pull up some YouTube videos.
 
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Thank you very much for your response! I found a site (after reading your answer) for helping to locate service centers. It's at https://www.service-center-locator.com/tcl/tcl-service-center.htm. I live not too far from Indianapolis, IN and luckily there are choices nearby. Hopefully I'll hear from them and get either a home visit or be able to take it in.
G
Thank you very much for your response! I found a site (after reading your answer) for helping to locate service centers. It's at https://www.service-center-locator.com/tcl/tcl-service-center.htm. I live not too far from Indianapolis, IN and luckily there are choices nearby. Hopefully I'll hear from them and get either a home visit or be able to take it in.

I guess, in the future, I'll buy the warranty at BestBuy. Not sure I'll get another TCL though.

You never did say what symptoms the TCL tv was showing other than a vague description of it not working.
Sorry about that. I am getting nothing. No Audio, nothing on the screen, no power light. It's dead. No real symptoms to relay. But, here's all the steps I've tried with BestBuy and TCL recommendations, along with some I found online.

1. Tried a new power cord
2. Tried unplugging, waiting 60 seconds then plugging in again.
3. Tried doing #2 and then holding the power button in to discharge before plugging in again after 60 seconds.
3. Tried removing the batteries from remote. Holding the remote power button down for 60 seconds, then putting them back it.
4. Tried resetting using the reset button with a paper clip (the reset button near the HDMI inputs).
5. Tried another power outlet.
6. Tried a button sequence with remote for resetting TCL TV's. Press Home 5X, etc... -- I can attach if you'd like.

I never see any power lights, any image or shadow / lighting on the screen, etc..

I think it's perhaps a bad power board - found this on You-Tube

Anyway, that's about all the detail I have. It isn't doing anything so I just put it wasn't working.

Now praying TCL will help.
 

Clinton McClure

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That does seem to be power supply or power board related. Hopefully a service tech can diagnose and fix it. I wonder if it’s possible the tv took a lightning strike.
 

John Dirk

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Sorry about that. I am getting nothing. No Audio, nothing on the screen, no power light. It's dead. No real symptoms to relay. But, here's all the steps I've tried with BestBuy and TCL recommendations, along with some I found online.

1. Tried a new power cord
2. Tried unplugging, waiting 60 seconds then plugging in again.
3. Tried doing #2 and then holding the power button in to discharge before plugging in again after 60 seconds.
3. Tried removing the batteries from remote. Holding the remote power button down for 60 seconds, then putting them back it.
4. Tried resetting using the reset button with a paper clip (the reset button near the HDMI inputs).
5. Tried another power outlet.
6. Tried a button sequence with remote for resetting TCL TV's. Press Home 5X, etc... -- I can attach if you'd like.

I never see any power lights, any image or shadow / lighting on the screen, etc..

I think it's perhaps a bad power board - found this on You-Tube

Anyway, that's about all the detail I have. It isn't doing anything so I just put it wasn't working.

Now praying TCL will help.

I hope you've also concluded to never purchase another set from "Worst" Buy. I can't believe they're not being more helpful in this situation.
 

Todd Erwin

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I hope you've also concluded to never purchase another set from "Worst" Buy. I can't believe they're not being more helpful in this situation.
They did help, by referring the OP to the TCL warranty dept. If he had purchased an extended warranty from BBY, then I would expect them to help out further. You would likely get the same level of service from any other big box retailer.
 

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