TCL 55DP608 useless after reset and update, inherent fault?

Debi_m_

I purchased a 55” TCL smart tv from AO in October 2018. It was glitchy from day 1 but stupidly I put this down to it being a smart tv thing (like a PC freezing). It would often restart and would change the environment into shop mode, despite being set to home. The original remote got broken early on but as I had Sky Q box it wasn’t too much of an issue but I couldn’t access all of the TV menus.

I contacted TCL regarding the issues that were apparent a few months before the warranty expired and they advised a factory reset. Unfortunately I didn’t do this during the warranty (2 years).

I left Sky and started watching the Freeview channels on the TV, so I purchased a new tv remote when I noticed channels were missing and not in the correct order. Preformed a channel update and it searched and found 162 channels and completed the process but nothing had changed. I checked online the channel positions and it seemed the Freeview channels hadn’t updated since 2019.

I decided to do a factory reset which seemed to go fine. The installation process completes, connects to WiFi, finds channels etc but once it finishes it says no channels please scan and will not save any channel information despite finding channels during the channel scan. I contacted TCL & explained the issue and they advised it sounded like a software issue. Checked the system info & confirmed a manual update via usb would be required as they were aware of an issue with the tv automatically updating. I enquired further what the issue was but basic response was aware of issues but manual update will resolve glitches and restore function.

I had an issue transferring the file from my Mac to the USB called them back to troubleshoot. An advisor said they’d send an engineer, when I advised again the tv wasn’t under warranty he said it didn’t matter and asked for invoice and contact details to be emailed. After sending the info I then got a quick response back stating the tv wasn’t covered by warranty so I had to contact their repair centre and pay for an independent repair. I did fill in the info as I would like to speak to 1 of their engineers but it was clear it was a client portal I was using, not for general public enquiries.

I asked a friend to download the file using her PC, I updated the TV and things got worse. The installation menu changes to some random language despite selecting English and now the HDMI ports register no signal, before I could use my old Sky HD box to watch free satellite channels (installation mode would run each time the TV turned on).

I called TCL again for further advice and was told they would assist no further but they would contact an engineer from their repair centre, at my expense to resolve the issue. Over 1 week later no engineer has contacted me.

I called AO and they conferenced called TCL, they couldn’t be less interested as the TV warranty has expired. AO then advised that if I get an independent engineer report to state the fault was inherent at the time of manufacture to get in touch with them. My husband has given me the fear though as in his opinion as the TV wasn’t high end (£400) and we’ve had it since 30/10/18 it’s just broken. I’ve read the consumer rights act 2015 and I feel the tv was faulty from the beginning and I only did a factory reset set, the screen, sound etc was perfect but it was glitchy and didn’t seem to save changes. If it functioned even as a basic tv I’d be ok with it not being smart but It’s completely useless.

Can anyone offer advice regarding the price, software etc. Can you damage a tv by a factory reset, could they say I caused some sort of error in the system? It doesn’t show errors it just repeats the first installation every time it switches on.

How easy is it to get this sort of report done? I will course call local tv repair to get quotes etc. I’m just wondering home visit or is it better to drop it off to them? I’m not sure how they assess the tv. I had hoped to deal with the TCL engineer but even the agent from AO agrees they aren’t going to contact me for an independent repair.

It runs Linux software.

Any advice would be appreciated, I don’t have a massive disposable income and don’t want to waste money by using an expense company (in case things don’t go the way I hope) if a local tv shop can look it and report on it as it feel it’s a hardware issue that’s got worse with software updates. I don’t know how it easy it will be to say what’s wrong with it as it’s not like the screen has died or has spots?

If anyone has had a similar experience I’d appreciate any input.

JJ_Egan

(doesn’t show errors it just repeats the first installation every time it switches on.)

Could  be a connection  , remove all and try .

Consumer Rights via AOL   independent report circa £70  ,refundable if case proven .

But under CR AOL have the right to choose to replace repair or refund less three years usage .

Debi_m_

JJ_Egan said:

(doesn’t show errors it just repeats the first installation every time it switches on.)

Could  be a connection  , remove all and try .

Consumer Rights via AOL   independent report circa £70  ,refundable if case proven .

But under CR AOL have the right to choose to replace repair or refund less three years usage .

Thanks for the suggestion, I gave it a try but alas it’s still the same. I did check out the whole smart tv platform and it’s completely different. It shows demos for a different remote and the only app that works is YouTube. Freeview play is there, all recommendations are blank. Switching it off results in it forgetting the WiFi info and a soft reset starts the 1st time installation process. The update also runs the installation in Czech.

They didn’t mention this option to me, I would prefer not to transport the tv to a repair shop. I may call them back to discuss this. I wanted TCL to provide a report on it (prepared to pay) but they have closed the support case as it’s out of warranty.

pbartlett

you might get good tech advice on the av forum tv boards (google it) there are knowledgeable people there

Debi_m_

Thanks, I’ll see if anyone on there can help. 

I’m convinced TLC know it’s obsolete but I’m not knowledgeable enough to properly troubleshoot and there’s no support information at all for this TV.