2,421 reviews
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.
I like the thank and appreciate MILES efforts. It was an outstanding service very professional customer service provided understanding customer needs. My TCL TV was faulty and MILES provided the best service and support. Thank you TCL for recruiting such a great employer Show details
I have been dealing with Miles in relation to my warranty claim on my 85 inch TV. I am blown away by the timely response by the TCL group and the fast solution to the problem, I cannot recommed Miles enough. Show details
We had a issue with our 75 inch TCL tv. After some time taken to troubleshoot the issue, TCL decided to replace the TV. This was done in a progfgeaaional coureous manner and the new tV was actually a newer model. Abby follwwd uo with the replacement informartion and was kind and courteous in arranging the details for the replacement tV to be delivered. Thanks to the TCL team.
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)
I bought in 2024. It's still under warranty the freezer draw broke due to going brittle Nearly 8 weeks later instead of replacing the draw decided to "claim" customer damaged Word of warning for anyone looking at buying a TCL product DONT AS THERE WARRANTEES will be claimed as customer damage Do you're self a favour buy Hisense products as I… Read more
will in future as there customer service is far better and you can actually speak to someone in Australia not some call centre overseas
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
Latest follow-ups
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… Read more · 1
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
Follow-up · Still having problems with syncing. Think I’ll have to go back to Harvey Norman for help. Anything you can suggest to stop continually having to adjust syncycing?
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
Find out how TCL Australia compares to other Electronics & Computing Shops
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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.
Positive reviews
My washing machine threw a hissy-fit so contacted TCL, who have been exceptionally good at resolving my problem. Tin especially has been very helpful - prompt and polite with emails and information. Show details · 1
I called TCL costumer service for help on my new Tv about resorting the Google Hone back on my “quick setting” panel. I spoke to Zy who was wonderful and patient in assisting me the through the various steps to resolve the problem. Thank you so much Zy for your professionalism! Show details · 1
My review is about problem solving and the help I received from their help line. JT and the team were more than helpfull, and went out of their way to help. They called back when they said they would, and tried everything to solve the issue. I can't speak highly enough of their service. Show details · 1
Negative reviews
TCL 65" inch tv is 7 months old and it's started to randomly scramble and then reload the channel info but at least it stays on and is back to normal in a second or two. I mentioned it to TCL and received 2 separate calls to coach me through the data refresh and then a full reboot to factory settings only for it to continue after the tv has been… Read more
on for a few hours. Since then they have changed my case number twice [probably to meet their KPIs], and email me from two different email addresses around 10 times, and texting me a dozen times asking for the same information over and over again. I think this is a tactic just they brake you and that you'll go away. Once again we see a company's real culture and ethics when something goes wrong.
Hi The Painter, We understand your disappointment… Read more (+1 reply)
Do not buy a TCL TV if you want to just watch free to air TV and dont want a constant nuisance popup from google "you are missing important alerts". In fact, I would not recommend anyone buy a TV that has "Google TV" on it, as apparently they all have the same nuisance message constantly popping up. It is trying to force you to connect to the… Read more
internet so google can download information about you or what it has recorded you doing (ie they have a camera). Been through the service menu, and there's nothing to turn off this nuisance message.
Hi Pyth, We understand your disappointment and… Read more
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
Recent reviews
“XAVIER”…such a professional and experienced person to contact to resolve any issues regarding T.V. unit. His knowledge is greatly appreciated and prompt reply to concerns are really helpful. Thanks again to resolve my T.V. issue within timely manner and providing me with new T.V. as replacement. Kind regards SUKHDEEP Show reply
Dealing with the support team was a fantastic experience, particularly thanks to Miles, who resolved my TV issue quickly and with minimal hassle. Unlike my experiences with other companies, there wasn’t a long back-and-forth over email, making the whole process smooth and stress-free. TCL’s customer service was excellent, and the support provided was professional, helpful, and efficient. I really appreciate the great service. Show reply
Find out how TCL Australia compares to other Electronics & Computing Shops
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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
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
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
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!
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
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Hi Customer, We understand your disappointment… Read more