Visions Electronics — Local services in Langford

First, let me say that I was very pleased with the knowledge and guidance offered by my sales rep at Visions when I purchased my Hisense 55” 55U78KM TV a few months ago. Unfortunately, after a few months of use and a number of issues, I now realize that both the Hisense TV and Visions customer support are sub standard. Here are my issues…

HISENSE QUALITY ISSUES. The TV had a dark zone on the top right corner that was clearly visible on any bright background. While Visions did eventually give me a replacement, they did not have any of the same in stock and the back order was estimated anywhere from 1 to 2 weeks. They asked that I return the faulty TV immediately to secure a spot for the new one, meaning I would be without a TV for the entire period and have to make two 40 km trips to drop off the faulty TV and then pickup the new one. They eventually agreed to waiver this requirement but I still needed to call them regularly to check inventory and secure the replacement TV. Apparently, I had the second to last replacement TV and had not yet received a call from Visions.

MISLEADING ADVERTIZING: One of the primary selling points for me related to the fast refresh rate of this TV enabling smooth video for sporting events (ie hockey). After watching a few games and seeing the puck shakily move across the ice, I realized that the TV was not playing at the higher refresh rate. So I made sure I was plugged into the proper input, checked the settings, purchased a new high quality HDMI cable and am still unable to watch TV at the higher refresh rate. Turns out, it seems the higher refresh rate is only useable for gaming!

COMPLICATED WARRANTY STRUCTURE: The TV came with a 2’nd year free warranty. On top of that I purchased Visions 5 year extended warranty. They signed me up for their subscription service which was fine until a realized that I was getting daily email notifications of new promotions. So I decided to cancel the email subscription only to be told that it now nullifies the free second year warranty. I immediately resubscribed and then phoned Visions head office to get clarification given my 5 year warranty purchase. The customer service rep said that I didn’t need the subscription given the extended warranty purchase. So I unsubscribed again only to receive another message that the 2’nd year warranty was affected. To this date, I’m not sure who to believe and am still perplexed as to who I need to deal with for warranty issues over the 5 year term.

POOR REGISTRATION PROCESS: The registration process for new Hisense TV’s through Visions is complicated and incomplete. After receiving my replacement TV, I tried to re-register it by the new serial number. Turns out it’s not done automatically as I was led to believe. Having browsed my account online today, I see NO record of the original purchase or its...

The delivery guys arrived just after 1:00 PM, right at the beginning of the delivery schedule for the afternoon.

This was an extremely challenging task for them to transfer the large massage chair box through a tight squeeze and into the suite at the side of our home. There were huge obstacles in their way to make it that far.

Once inside, they worked quickly to remove the item from the box and kept all the packaging neatly together. In order to get the item into its permanent placement, they happily removed a chair that was there, took a door off to make enough room to get through (one of the two young men went out to the truck to get tools necessary to do so). They somehow managed to maneuver their way around a very small, tight corner into our media room

There was a challenge in putting the item together, as a tiny part fell into a small hole in the base of the chair. They worked tirelessly and professionally as a team to get past this challenge and finished putting the chair together. Upon leaving, Lucas insisted on putting the door back on, even though I told him it was not necessary. Before leaving, they removed all of the packaging materials from my home.

They were polite and worked with the greatest of integrity. They were very kind and friendly. Lucas was especially insistent on doing all he could to get this job done perfectly, as was Julian. These two young men made a great team together. They are a great asset to one another. These days, you definitely don’t see that much with young people. These two young men went way above and beyond what I would have ever expected.

You’ll have to excuse me for going on with all of these details. However, it is very important to me that you know about this so that these young men can get the recognition they so deserve. Give them a raise! Ensure that other employees know what fantastic workers these young men are.

Thank you to Mario, the sales person who we bought our item from, to Mike, the manager who was absolutely delighted to hear the positive feedback and the two young men, Lucas and Julian. It was indeed a pleasant experience all the way around and we will definitely be shopping at Visions in the future.

Lastly, as I did not have cash on hand to give Lucas and Julian a well-deserved gratuity, I popped into the store a day later with this letter, to notes of thank you to both these young guys and the gratuity they deserved.

Thank you for taking the time to read...

I rode my bike here after leaving the other big box electronics retailer a few blocks away, as they had somehow lost track of the "open-box & certified" TV I had paid for on Jan 24th, but that had not been delivered. That big box store had no plausible explanation for why they failed to deliver the Samsung TV, but had promised that since it was never shipped, they would refund my credit card for the purchase by today. Fedex showed the TV had never been even picked up by them. All I got was excuses about "aging of our stock". I was promised a refund by today, Feb 12, but my bank shows no such refund has been processed, and that's 19 days after I bought a set, paid for it, was promised delivery within a week, but never got anything but nonsense excuses from seven of their employees, at 2 of their stores and from 2 of their chat representatives on their national website. Their Victoria store said they had it all fixed, but obviously didn't, and the online chat guy this morning said to go to the Langford store and they'd get the refund for me right away today, but their staff say no, go back to the store that I've already been to twice, and who can't figure out what planet they're on. They promise things but don't deliver, neither the TV nor the refund. I ride to Visions and Brandon and his colleague hear my tale of woe and say "We can make that right", and offer me the same TV, price matched, and new in the box right there for immediate delivery. I can tell you I'm coming back to Visions for my next TV and audiophile amplifier because I am not going through the Hell of dealing with the clowns at the other big box store that can't even figure out which way is up, or where their inventory is going to! They can't even say why they've lost track of their inventory or why they don't deliver, and have to delay refunds just because you've paid in-store at their cashier's desk. That's abysmal service. Brandon and Visions know what customer service is. It's not selling something and then failing to deliver it, and then stalling on the refund because "our systems take a lot of time to process a refund on items purchased in-store". ...