I ordered and received a sound bar from Vizio and trying to return. The product was ordered on 7/6/2020, received 7/10/2020, did not like the performance of the product and began the process to return with Vizio customer service (South Dakota) on 7/15/2020. My last communication was an email to Mira A****, Customer Service Manager on 7/30/20. Here are the events: 7/30/2020 Dear Mira, I have on multiple occasions contacting your customer service team. I have been trying to get a sound bar returned to your company and credit for my purchase. The only constant within your organization is every time you call in for an update your request is put the bottom of the list. Here is the trail of communication: • 7/15/20 called and Mark, badge number *** answered. He was going to review to have restocking fee waived and would return a call by the end of the day. Later that day since I did not hear from him, I called again and spoke to Tonya. I was advised that if “Mark was going to call you he will”! • 7/16/20 called and answered by Conner, stated that the process would take 1-2 days. • 7/7/20 called, Ballie answered. Asked about the status and she then stated that each time I call the case goes to the bottom of the list. I asked to speak with a manager and was transferred to Vincent. He explained that every time the case is updated in the system it is put at the bottom of the list. He stated that he was going to contact customer service for the refund approval and left his direct contact info. • 7/21/20 1:47 PM – Called Vincent and left a message to return my call. • 7/22/20 12:07 PM – called Vincent, his message stated he was on the phone, to leave a message and he would return call. 1:31 PM called Vincent again – same message as above. 2:25 PM called Vincent – Please leave a message and he will return call. 2:27 PM called and answered by Laura, confirmed my info and transferred me to Christina who transferred me to Graham at ext. ****, as he is the resolution manager. He will contact customer service to get a resolution but will need 1-2 days. Stated he will call back with status later today but need time to get info. 3:29 PM Graham returned called. Stated that Vizio would need to send a box to return the product and I will get a refund in 4-6 weeks after product received. He will call back and provide and order number. Order number *** *******, waived restocking fee and would receive a physical check when product received. It should take 7-10 days to get packing material. • 7/23/20 received email from customer support confirming *** number and link to check status. I checked status to confirm items being sent and was advised it would take up to 72 hours for this information. • 7/29/20 Checked status and was presented with the same info regarding 72 hours. 2:57 PM called Graham and left message to return my call. 4:15 PM called and spoke to Nicole. She stated that I did not need the packing material as I had packed the product in the same box shipped. She stated she was contacting the service team and they would send out and email with packing material and return label today. I asked about the reimbursement and was told it would take 4-6 weeks for a check or 7-10 days for the credit back to my credit card. REQ# ******** • 7/30/20 10:30 AM called Graham, no answer and left message to return call. 10:35 AM called and spoke to Linda, reviewed the notes and would contact the ERT team, ESCALATION TEAM! She stated that it is put in the system as “refund no return” (RNR). Stated that I would need to talk to a manager, Vincent! The conversation got very intense and he stated that every time I call the case goes to the bottom of the list. Stated that I would need the packing materials and would take another 2 days. Reimbursement would be by check only and not to the credit card. Mira, I have given Vizio a week 7/22/20 – 7/29/20 with out contact. Today 7/30 I called to get an update as there is no communication from your company providing updates. I am in a black hole. My request to Vincent was to get back to me today summarizing and provide me in writing with an exact date that Vizio will be able to commit to. He stated again it will take 2 days to get the information and that is all he could do. I am asking you for your personal assistance to get this expedited as the escalation team is not. This saga started on 7/15/20. I have been given inconsistent (or consistently, inconsistent) information each time I have called. I am not impressed with the way in which Vizio’s customer service operates. The best response I did get was from Graham. However, the people he needed to get input from has not been provided, as I am waiting for this info that the packing material and shipping label has been sent – this is nonexistent. This is now going over two weeks! Do you think this right to have customers hanging on with no communication from your Company? I would have expected to have this product returned and credited to my account at this time! I would appreciate a response directly from you with tangible information and a resolution to this issue. I have never encountered such red tape attempting to return a product.