Diana (7/28/2019 12:59:08 PM): Thank you for contacting VIZIO Support in South

Dakota. Have you contacted VIZIO in the past?

Me (7/28/2019 12:59:16 PM): yes
Diana (7/28/2019 12:59:41 PM): Hi Nizarudeen! Before we get started, I just wanted
to let you know that you'll get an email with a case number and survey about me.
Me (7/28/2019 12:59:51 PM): ok sure
Diana (7/28/2019 1:00:27 PM): Are you using a computer or a mobile device to
complete the online form?
Me (7/28/2019 1:01:19 PM): I tried in both but after clicking submit the site is
loading for long time and not getting completed
Diana (7/28/2019 1:02:56 PM): I was able to locate your original case 17508052.
Diana (7/28/2019 1:03:11 PM): I can send you a link to upload the photo of the TV
and the receipt.
Me (7/28/2019 1:03:26 PM): ok pls
Me (7/28/2019 1:04:38 PM): uploaded now
Me (7/28/2019 1:05:41 PM): is there anything else I need to do?
Diana (7/28/2019 1:06:02 PM): We also need a full screen image of the TV powered on
with the issue present on the screen.
Me (7/28/2019 1:06:18 PM): the image is in the same file
Me (7/28/2019 1:06:40 PM): pls let me know if its ok
Me (7/28/2019 1:07:28 PM): also attached separately now
Me (7/28/2019 1:08:28 PM): is there anything else needed form my end?
Diana (7/28/2019 1:09:36 PM): Yes, let me get that uploaded to your case.
Me (7/28/2019 1:10:04 PM): ok
Diana (7/28/2019 1:10:27 PM): Do you have a photo on the SmartCast home page?
Me (7/28/2019 1:11:31 PM): yes
Me (7/28/2019 1:13:08 PM): but the red line may not be clear on that as it appears
well in a white background
Diana (7/28/2019 1:13:10 PM): That is OK.
Me (7/28/2019 1:13:30 PM): do you need the photo?
Me (7/28/2019 1:13:39 PM): or its good
Diana (7/28/2019 1:14:59 PM): Can you take one right now?
Me (7/28/2019 1:16:23 PM): yes uploaded now
Diana (7/28/2019 1:17:14 PM): Great, the line is still visible.
Diana (7/28/2019 1:17:27 PM): I will need your physical address in order to
validate warranty options in your area, thank you.
Me (7/28/2019 1:18:03 PM): 51 Royal Dr,Apt 195,Piscataway,New Jersey-08854
Diana (7/28/2019 1:20:13 PM): Thank you. Let me update that and see what are
options are.
Me (7/28/2019 1:20:23 PM): ok
Diana (7/28/2019 1:26:11 PM): Sorry for the delay! We are experiencing a high chat
volume. You may notice a slight pause between responses, no need to worry I'm still
here for you! I will be happy to assist you with any and all questions you may
have. Thank you for your patience.
Me (7/28/2019 1:26:50 PM): sure
Diana (7/28/2019 1:30:19 PM): Is (908) 240-9073 the best number to reach you at?
Me (7/28/2019 1:31:04 PM): yes
Diana (7/28/2019 1:33:08 PM): You qualify for a replacement unit. This will be an
on site swap in approximately 7-10 business days. We will ship the TV to a local
facility in your area. Once they receive the unit, you will be contacted by them
to set up a delivery date and time. This will typically be Monday through Friday
9am - 5pm. If the TV is wall mounted less than 5 feet from the floor, we can have
them remove the TV from the wall mount for you. We will need to indicate in the
order that it is wall mounted or the delivery agent will not remove it from the
wall mount. The local delivery company will bring the unit into your home. They'll
unbox it and power it up, but they will not set up or reconnect any cables or
accessories. They will then box up the defective unit and take it with them when
they go. When you receive the replacement unit, please make sure the Delivery
Agents power the TV on and you fully inspect the unit for damages or defects. If
the unit is damaged or defective you need to refuse delivery and contact VIZIO
immediately. If you accept a damaged or defective unit this may void your warranty
and may prevent us from shipping another unit to you.
Diana (7/28/2019 1:33:41 PM): The delivery agent will handle any wall mounted TV’s
that are less than 5ft, if the TV is higher than 5ft from the bottom of the TV you
must unmount the unit before the delivery agent arrives.

Is the Unit Wall Mounted less than 5ft. from the bottom of the TV to the ground?
Me (7/28/2019 1:34:21 PM): the tv is not wall mounted
Me (7/28/2019 1:34:41 PM): its on the tv stand only
Diana (7/28/2019 1:37:28 PM): Is the stand more than 5' off the ground?
Me (7/28/2019 1:37:53 PM): no
Diana (7/28/2019 1:38:10 PM): We’ll be replacing your unit with a ‘Recertified
model’. This a unit that has left our warehouse new, but was returned for whatever
reason. This product goes through a strict recertification process that includes
passing a quality assurance check to ensure the unit is performing to VIZIO
standards. Since we have ensured the unit is working we hold it as a replacement
for instances like this.
Diana (7/28/2019 1:38:19 PM): The replacement unit comes with either a 90 day
warranty or the remaining balance of the manufacturer’s warranty, whichever is
longer.
Me (7/28/2019 1:38:49 PM): ok
Diana (7/28/2019 1:39:14 PM): I have set this service request up under case
17508052. The service request number will be sent in a separate email.
Diana (7/28/2019 1:39:19 PM): Is there anything else that I can assist you with
today?
Me (7/28/2019 1:39:37 PM): im good,thanks
Diana (7/28/2019 1:40:20 PM): Thank you for chatting with VIZIO today. If you have
any questions feel free to contact our support team at 1-877-878-4946 or online at
support.vizio.com! Thanks again, and have a great day!