AI reviews summary
The overall sentiment for TCL Australia is polarized, with a high volume of praise for individual customer service representatives contrasted by significant frustration regarding product longevity and software performance. While many customers report positive experiences with warranty claims and technical support via video calls, a vocal segment of users highlights recurring hardware failures shortly after purchase and a sluggish, unresponsive user interface.
Pros
- Exceptional Support Staff: Numerous reviewers specifically commended individual staff members (notably Abby, Miles, Rhodz, and Gary) for being patient, professional, and knowledgeable during troubleshooting.
- Streamlined Warranty Claims: Many users reported a "no-fuss" experience when claiming warranties, with the company often providing "like-for-like" or upgraded replacement units quickly.
- Effective Remote Troubleshooting: The use of video calls and remote guidance to resolve software glitches, firmware updates, and factory resets is frequently cited as a successful and efficient service.
- Value for Money: Several customers noted that the products offer high-end features (like Mini LED and large screen sizes) at a significantly lower price point than competitors.
Cons
- Software and Interface Lag: A recurring complaint is that the Android/Google TV interface is slow to respond to remote commands, frequently freezes, or requires regular power cycling to function.
- Hardware Reliability Issues: Significant reports indicate hardware failures, including dead pixels, backlight issues, and complete power failure, sometimes occurring within weeks or just after the warranty period.
- Repetitive Support Requirements: Some users found the initial stages of support frustrating, citing repetitive requests for the same photos, videos, and proof of purchase despite having already provided them.
- Disputed Damage Claims: A subset of users reported having warranty claims denied based on "physical damage" assessments that they strongly disputed, leading to a total loss of the investment.
Verdict
TCL is a strong option for budget-conscious consumers who value responsive and accessible after-sales support, which often exceeds industry standards for "cheap" brands. However, prospective buyers should be prepared for potential software sluggishness and a higher likelihood of hardware issues compared to premium brands.
We had an issue with no sound or connection with our 85” tv. Contacted TCL and spoke to ARCI. She was just fabulous and had our issue solved in no time at all. She was so pleasant and knowledgeable and very easy to understand. I will personally recommend her for the excellent job she did for us. Thank you ARCI. CHEERS Kingley and Valerie McGrow Show details · 2
Reviews with attachments
I am a satisfied customer of my tcl tv and thank you for the tcl technician video call to get my tv up and running again Show details · 1
Never again TV has crapped itself after not even 4 years. Out of warranty, 75 inch flickers randomly on all channels, video games, streaming waste of money! Show details
Today I spoke with Jesse, a TCL technician regarding a small problem with my near new television which I am extremely happy with so far. The problem was with the program guide, whereby the date would change and all information regarding channels would disappear. Jesse talked me through the problem and we fixed it so I would recommend this Company and their back up technical support as well. Well done TCL. Show reply
Excellent service jd was very helpfulland my problem was solved Show details · 1
This is the worst product you ever buy , I bought 75 inch TV TCL and went through a lots of trouble internet keep dropping (no internet connection) and blue line across then the TV decided to go all black which I am sure everyone bought TCL will experience these sooner or later , my TV decided to go black few months after the warranty… Read more
unfortunately but my advice to everyone want to buy this TV think again and spend extra couple of hundreds to buy decent brand , finally I don’t recommend it at all because the life expectancy for this brand not more than 4 years not like other brand I had before for nearly 15 years , even the local tv technician told me he get 2-3 tv a day having the same issues, Please take my advice and stay away from TCL thanks
Hi Gabi, We understand your disappointment with… Read more (+1 reply)
Thank you Miles for your positive efforts in rectifying the problems of our 1 week old TV. The problem was identified and a new TV despatched. Miles took the stress away and gave clear instructions to follow. Thank you to Keanu @ JBHIFI Chermside my store contact to arrange delivery of new TV and collect faulty TV a smooth and stress free process. Thank you again. Regards Di Show details · 1
I have now mounted the television on the wall, programed it and everything appears to be working correctly. I would like to thank you all with your patience and help during this process. Show reply
Latest follow-ups
We are happy the gentle way TJ video guided us through tv settings. TJ advised how to reset tv in future if needed, which we hope will not reocur Show 2 replies
Follow-up · Our experience since the first review has changed some what! Our TCL television operated okay for a week then the same things occurred again so we took it back to Harvey Norman Albany from where we purchased it. That was end of June. We had a trip to Albany 150 kms one way and visited HN to find out what was happening as we want a refund. We found… Read more
Although my new TV (TCL 55C7L) came with some minor OS issues. Zy, the very friendly customer support, helped resolve the issue very quickly and thoroughly. Very happy. Show details · 1
Follow-up · The OS issue was minor but annoying I couldn't load the Youtube and Netflix apps onto the system. I rang the TCL (Australian) 1300 738 149 number and got through to a tech support person straight away. The tech guided me through a system reboot which resolved the issue straight away, I did have to reload and log into all of the apps again. I've had zero issues since then. Still really happy with the TV.
Replacement sound bar inv 40014501 thank you Abby for your help Show reply
Follow-up · Replacement soundbar working ok. Will give it another month to see if it is still working.
Positive reviews
So far I’ve been incredibly impressed with the way TCL is handling my TV (still within warranty) replacement issue. They have been extremely responsive, and have kept me informed about each step in the process. Abby & Carly from TCL have been friendly, knowledgeable & professional. I will update with another review once the new TV has been delivered. THANK YOU! Show details · 1
Find out how TCL Australia compares to other Electronics & Computing Shops
Know better, choose better.
After finding out that my TV had broken down, Abby from TCL Support was incredibly helpful and responded to all of my questions very quickly. She really made a difference! Abby kept me updated on the progress, and within a few working days, my new TV was delivered. Thanks again, TCL and Abby! Show details · 1
We had an issue with our TCL tv software and although we were unable to resolve it, the support team JD (email) and Stevie (phone) were very helpful. Initially i sent an email, then decided to try the number. Spoke to Stevie who emailed some hints & link. We got a follow up call the next day to see if it worked. I also received a reply email from… Read more · 1
JD and once again, the follow up and help was wonderful. It is great to have that support, even years after the purchase. Very impressed TCL thank you!
Negative reviews
It has been more than 10 days since our 14 months old 85 inches TCL 85C855 TV stopped working. They do not have their own Service Centre. They engaged external service repairer who promised to send technician to my place in two business day on 2 Jun after numerous phone calls and longer wait times. So far nobody contacted us. It seems like their… Read more
customer service centre do not have resources to manage this type of repair warranty claim. Their customer service standards is very poor. Would not recommend TCL appliances to anyone.
Hi Snehal, We understand your disappointment… Read more
Bought a brand new 85 inch tv just 2 months out of warranty and the screen just turns blacks on and off. Reached out to the warranty department saying either replace the tv or refund the full amount. They initially agreed to replace the TV with a new one then 3 days later changed their mind and said no. So now Im arguing the point and getting no… Read more
where as they just want to repair it to which i said no if it has failed within 3 years obviously its a faulty product. I never would of bought it if i had of known it was going to fail just 2 months after the warranty expired
Hi Paul, We understand your disappointment with… Read more (+1 reply)
My 75" c8k television went faulty while watching it 2 weeks ago It just froze with a garbled screen and I had to turn it off at the AC mains to which it did not come back on rom beyond a TCL logo. Called TCL support number in case they could suggest trouble shooting to resolve the issue which they could not. TCL contacted me a few days later to… Read more
say they will replace the tv all good I thought. Lots of contridictory confusing emails etc later they said we are handing it to a technician to arrange swapover. After 2 weeks of wating I have contacted them again to be told yes we have your replacemnt tv in our wharehouse and it will be another 2 weeks to get it to you. Faulty products happen fair enough but 4 weeks to resolve the issue assumming it happens is not good enough. A TV is an essential item these days and it is especially bad in my case as my partner has dementia and the tv is used to help her pass her day as she is at the stage of being incapable of doing anything for herself. TCL are not to blame for her condition but they need to be aware a month to replace a faulty tv is not being customer focussed and the tv can be an important item for a household.
Today I received my replacement tv and the changeover was very smooth with the service… Read more (+1 reply)
Recent reviews
I contacted TCL for IT support to reenable the corrupted YouTube system app on the P&LS TV. CARLY, very knowledgeable, guided me through every step patiently. Her expertise and friendly approach made the experience stress-free. Thank you. Show details · 1
A smart t.v. is too smart for me but I was sure that I had it working. Then a loss of internet also lost the link which I could not retrieve. In desperation I called TCL warranty. J.P. Was extremely helpful and patient and showed way to navigate the set up which is not explained in the operation manual. In short… new user info is poor for… Read more · 1
someone who is not tech minded. Backup is great. Obviously TCL want you satisfied and strive to achieve that. Oh! I do like the built in smart things
Just got new TCL tv , had an issue with my sound set up. Rang TCL and CARLY helped me to fix it and in a few minutes. Very happy, would recommend . Thanks Chris. . Show details · 1
I contacted TCL help desk to obtain assistance in setting up my TCL sound bar. Zu the customer service representative was very friendly and helpful and handled my query in a very professional manner the issue was resolved promptly. Thank you Zu! Show details · 1
Find out how TCL Australia compares to other Electronics & Computing Shops
Know better, choose better.
I had an excellent customer service experience with Carly from TCL Australia. She spent over 1.5 hours with me, patiently helping me set up and configure my new TCL TV. She was knowledgeable, professional, and took the time to explain every step until the issue was completely resolved. I truly appreciated her patience, dedication, and willingness… Read more · 1
to stay on the call until everything was working perfectly. Thanks to Carly, my new TV is now set up and running without any issues. She is a great asset to TCL Australia, and I sincerely thank her for her outstanding support.
I rang TCL to see how I could get back my full screen I had a lady first I couldn't understand her So I left it about day later I got a text see if it was fixed if not ring back. So I rang back next day Asked TJ to email the details to me so I could go through it as it was in my SATKING Remote And he made it so easy by reading it. Thanks TJ you help me and it working great now. Show reply
Alvin assisted me today with my enquiry regarding a white spot and some lines that appeared on my TV. She was very helpful, friendly and thorough in guiding me through the troubleshooting steps to try and resolve the issue. Upon completing the steps the white spot and lines were no longer visible. I was very pleased with the overall outcome and very satisfied with the level of professionalism Alvin showed me today Show details · 1
I needed help installing Netflix on our replacement TV when Netlix refused to install. Netflix customer support said I needed to contact TCL. I rang customer support and spoke to TJ. He was extremely patient and helpful (as I am not very tech savvy) and after guiding me through a factory reset and setting the whole TV up again, Netflix is now installed and working. Show reply
Rang with a problem and after a short time it was fixed. Young lady who I spoke to was so obliging and very professional. I cannot find fault with her attitude and voice manner on the phone. I would happily speak with her again and know I'm am in very capable hands. 10 out of 10. Show details · 1
I have problem with my TV, while watching the TV a vertical coloured pixel line red in colour and a horizontal split line have spontaneously appeared across left side of the panel. I have used the TV for 2 years, and it was still under warranty. When I filed claim via an email to TCL customer service, the very next day, Xavier and AJ, both… Read more · 1
technical support reps fr TCL responded and TCL team in charge dealt with my case promptly. Within 3 days TCL saved me the trouble, approved to replace my defective TV with a new one. Really happy with their fast turnaround and efficiency. Thank you!
I am so delighted with the services rendered by ABBY. All the questions I had were answered by her. I like the follow ups reminder TCL does when waiting for requests from customers Show details · 1
I had problems with syncing sound on tv to pictures and had tried for 4 days to solve my problem. I eventually noted a phone number for help installing the tv from TCL. I contacted the number and spoke to their rep CARLY who impressed with her knowledge and patience in walking me through the procedure and now am very happy with my tv. Carly was excellent and most understanding of my problem and I really appreciate the help she gave. Kerry Moore Show reply
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Hi Customer, We understand your disappointment… Read more