Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Product not working. I purchased a 4th gen ********************** less than a year ago. We have had multiple problems almost every day. I've called multiple time but they do not seem to want to fix the problem or support the *******. 3 ***s have hung up rather than resolve the issues. One *** said I should have purchased a 4th gen ******* with 4 tuners so today (so far I purchased a $100 TABLO and a $130 tablo and neither works or connects. I called again and the *** *** said they had another system wide outage like they did yesterday but as I was talking with the *** I texted two other neighbors who were currently watching tablo while I was telking to the *** so they were not experiencing the outage. When I explained this to the *** they hung up again. I called back have been on hold for 36 minutes so far but no answer.

  Business response

  13/09/2024

  Our team has located the customer's ticket, and we have since escalated the ticket and will be reaching out to the customer directly to properly identify and resolve the root cause of the issues the customer is facing. 

• Initial Complaint

  17/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mon Nov 6th 2023. I placed an order for "Refurbished [Refurbished] Tablo QUAD OTA DVR" for $159.99 from online store ******************************* on Mon Nov 6th, 2023. ***** ******** I paid entire amount using ****** ***. Thu Nov 9th 2023. I received the item on Thu Nov 9th. around 2:30PM. I hooked up the unit and started it. The order includes 30 days free trial subscription to TV Guide Data. The unit that I got had subscription expired in Feb, 2023!!, meaning I could not download guide data to my unit. This also means that it was a unit that was returned by other customer and was not properly refurbished. I contacted Tablo TV using their support no. ************** on Thu Nov 9th at 2:44PM and left my call back number. To my pleasant surprise, I got a call back at 2:57PM and spoke with very knowledgeable and professional agent named ***** who understood the problem and solved it immediately by starting my 30 days free trial. I hooked up a portable USB drive to the system and setup few overnight and early morning recordings. I was so happy with the service that when I got e-mail from Tablo for feedback, I gave ***** 10 out of 10. Fri Nov 10th, 2023. Next morning, Fri Nov 10th when I opened the Tablo App to watch the overnight recordings, I could not connect to Tablo TV. I looked at the system and it's blue LED was flashing. I contacted Tablo TV support at 9:11AM and got a call back at 9:23AM from support. I explained the situation to the customer service rep, he asked for MAC address of my unit, remotely logged into system and found that yes, in did unit had locked up. He asked me to reboot the system and mentioned that they will remotely monitor the system for 24 hours and contact me. Over the weekend, the system kept locking up again and again, same symptoms, would work for few hours and then blue LED would either go off or flash. Basically, the system was defective. I kept waiting for a call back from Tablo support. I thought maybe they are not calling due to weekend. Mon Nov 13th, 2023. It has been now 3 full days of system not working. I contacted support again on Mon Nov 13th, 2023 around 3:40PM selected option for call back. I never got call back. Tue Nov 14th, 2023. I called them again on Tue Nov 14th at 12:40PM. A rep named ********* called me back on Tue Nov 14th around 1:01PM. She seemed to be in a hurry, very unprofessional and rude. Would not let me speak. Eventually when I got a chance to speak and explained that system has been locking up, she yelled "What do you mean it’s locking up!!". By this time, I was very frustrated with both the product and service, so I told her that I want to return the unit for refund and hung up. I got an email same day from ********* stating I can return the unit within 14 days AT MY EXPENSE, that is I have to pay return shipping. So, after 4 days and defective unit, they want me to ship the unit back at my expense!! I emailed back stating that’s not right and they should pay for return shipping. She replied she will not. So, I asked to speak or e-mail to manager. Thu Nov. 16th 2023 ( 8th day of defective unusable unit) Got an e-mail from team lead ****** repeating what ********* had mentioned. Either I could return unit at my expense or they can remotely log into my system for further diagnostic. I do not feel comfortable Tablo remotely logging into my system for obvious security reasons. Outcome I am looking for is I get a replacement unit at Tablo’s expense. i.e. they pay for return shipping. BTW, I have spent hours on their support forum and many customers are complaining about Tablo Quad locking up. Some are suspecting poor power supply.

  Business response

  24/11/2023

  Our customer support team is actively working with the customer in accordance with our policies. We have offered the customer a goodwill replacement, which they have refused due to the requirement of paying for shipping. This is standard practise and in accordance with our policies. Our goal is to bring this to a resolution as soon as possible - we are still hoping to confirm the true nature of the issue with the customer, but this will require cooperation and further troubleshooting. I have attached a copy of our direct communication with the customer for your reference.

  Customer response

  24/11/2023

  
  Complaint: 20886550
  
  I am rejecting this response because:

  You send me defective unit that has not worked as described on your web site including 30 days free TV guide.

  The unit has not worked reliably from day one and I have not been able to use it now for more than 2 weeks. You keep saying about "our policy of not paying for return shipping", so basically you can send a defective unit and you yourself decide if it is defective or not and you want customer to pay for it's return shipping!!

  You have wasted so much of my and your time. You could have just sent me pre-paid label like all reputable business do 2 weeks ago and sent me replacement.

  At this time I am unable to help do any more debugging for you. The fact that unit is connected as required and you can't see it means there is something wrong with the unit. But looks like you don't trust your customer when they say its not working.

  Only resolution I will accept is you pay for return shipping ( which amounts to only about $11!! using ****). I am sick of major multi billion dollar corporations screwing poor consumers like me. For me it's not the question of $11 shipping, it's what's right and wrong. 
  

  P.S. I have also filled a complain with Consumer Protection Ontario and Nevada Consumer Affairs and my Credit Card company.

  
  Sincerely,
  
  ******* *****

  Business response

  24/11/2023

  Our customer support team is continuing to work directly with the customer, where we will do our best to resolve any and all issues the customer is experiencing with our product. However, in order to properly identify the root cause of issues and the potential solutions, we require cooperation in order to troubleshoot the issue effectively - otherwise, we run the risk of encountering the same issue with a replacement unit.

  Customer response

  24/11/2023

  
  Complaint: 20886550
  
  I am rejecting this response because:

  I am technically NOT proficient to be  able to help/follow your instructions to debug your problem. If you can't do it remotely on your own just send me refund at your expense. At this point, after so many days I have no interest in getting a replacement unit. Just take your unit back at your expense and give me my money back.
  
  Sincerely,
  
  ******* *****

  Business response

  27/11/2023

  Our team is reaching out to the customer directly to arrange a return for a refund.

  Customer response

  01/12/2023

  
  Complaint: 20886550
  
  I am rejecting this response because:

  Tablo customer support sent me prepaid return label AFTER I SENT THE UNIT BACK AT MY OWN EXPENSE because previously they had sent me RMA # with 14 days return window. Accordingly I had to ship at my own expense BEFORE Tablo agreed to send me prepaid shipping label.

  In summary, according to Tablo RMA requirement, I shipped unit at my own expense on 11/25/2023. Tablo sent me prepaid shipping label on 11/28/2023, 3 days after I shipped at my own expense. I paid $11.43 for shipping (receipt attached to this response).

  Tablo refunded me product price but not $11.43 that I paid for shipping.

  I will Accept business response when  Tablo pays me $11.43.
  

   

  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  15/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Tablo TV streaming app stopped working. The app no longer connects to my router. I tried all their troubleshooting suggestions, both on my own and with customer service reps. Nothing has worked! Later, I found I could not reach the company from my house phone, so I used my cell phone and got thru. The customer service rep, *****, told me the only reason my call went thru was because I called from a different phone number. He, effectively, admitted to having blocked my number. Then, making matters worse, he blocked my second number as well.

  Business response

  26/05/2023

  The customer has been provided with a replacement unit in accordance with our troubleshooting steps. Our team is actively working with the customer to resolve the issue. 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  ordered Nov 26, found out the reviews & that there was little to no customer service so I tried to cancel twice, they refused & sent the item anyway & now will not pay to have it shipped back

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩