MONTVALE, NEW JERSEY -- This customer service and the way they operate is laughable at best. First of all, I've had to be transferred between 2 companies, Sharp & Hisense, multiple times. My TV is a Sharp but apparently they don't know who handles what brand. I purchased the "4K HDR Smart" TV and realized it was not functioning as stated. So I checked the update firmware option in settings and it says I have the newest firmware. I checked on their website for my TV support and the page for my model is a completely blank web page. ** - wow, convenient.
So I called customer support and after a long conversation and being on hold for a while she comes back and says they are aware of what the problem is because it has been reported many times and the 4K HDR isn't working for everyone who purchased this line of TVs. She stated the problem was the firmware, I explained it said my firmware was up to date and she says, “We have to send you an email with the firmware update to download to a USB drive and install. This will take 24 hours.”
That was 4 days ago. I've called back and emailed support and was finally told it takes between 24 to 48 business hours for them to send the email. So basically I purchased a 4K HDR TV that doesn't work and they're fully aware of this problem for over a year now. I cannot download the update myself from the TV or online. There is no support on their website for my TV, and just to send me an email with a tiny firmware update, which should be readily available like every other TV company that exists, I have to wait 24 to 48 business hours. Which could be 3-6 actual days not including weekends so it may be longer since they're open 8 hours a day M-F.
The box says 4K HDR which is false advertising because it's not without going through this mess. As well as me being lied to again on the phone when support told me I'd have it within 24 hours which turns out to be about a week. If that is even the case since I still don't have it. Why can't you just send the email? You can send me emails about why I'm not receiving the email but can't send it? You've known about this for over a year and it's not been fixed or posted to your website for firmware downloads? Laughable at best.
FORT WORTH, TEXAS -- Just experienced my first purchase/ownership experience with Sharp and it will be my last. In short, as a consumer, I have been taken complete advantage of and left with no recourse to make things right. I purchased a 60" Sharp Aquos Smart TV - LC60EQ10U through Sears. I paid nearly $400 for the 3 year extended warranty through Sears (MPA - Master Protection Agreement). The TV sat on a stand and wasn't overly used or had gaming devices connected. Just DirecTV. 10 months later, the screen began to flicker and eventually went out a few days later.
After notifying all parties connected to the warranty/MPA they scheduled a technician to determine the issue. 7 days later, the technician confirmed my initial suspicion that it was a defective unit and said Sharp would contact me within 7-10 business days with a resolution. 8 days later, I receive a call from Sharp and their solution to my issue was to send me a refurbished unit that (in their words) can have aesthetic imperfections but should work as new. I declined and requested a new unit, as I purchased mine new. Sharp referred me to the Sears MPA department.
Sears declined to assist as it was within the 1 year manufacturers warranty and referred me back to Sharp. During my discussion with Sharp it was disclosed that by accepting their offer of a refurbished unit, I would be accepting only a 90 day warranty from them. Obviously, at this point I'm disgusted by their unwillingness to make things right. They declined my request for a 1 year manufacturer's warranty and will not move any higher than 90 days. I contacted Sears MPA department and was informed my extended warranty could not be transferred to the refurbished unit because it's not considered new.
Nothing they can do about it, I requested a refund on my useless MPA and will only receive a portion of it returned. I have been without a television going on a month now and have been forced to accept a defective television that was returned to them, that they repaired and cleaned and oh by the way - they will only guarantee will work for 90 days. Sharp suggested I purchase an extended warranty through them if I was concerned about it failing after the 90 days.
Are you kidding? Pay more money for a warranty on a used product that is replacing a new product that I purchased and wasted money on the initial extended warranty through Sears? This, my fellow consumers, is how large corporations feel about the people that keep them in business by buying their products. I can assure you that not only will I never visit a Sears outlet, store or website nor purchase a Sharp or Hi Sense product, but I will share this story with anyone seeking to purchase a TV, audio or any other electronic device. Beware of the fine print.
AUSTRALIA -- Sharp Solar Inverter JH-1600E. 5 year warranty means nothing when it fails at just over 1 year. They said it was a supply problem, but information obtained independently advised no storms, no low voltage, no high voltage. No other systems in the area affected. Would not tell me what the actual fault was, only advised $300 to fix. Never trust Sharp customer support. Never buy Sharp because of poor customer support of their products. Not worth taking to "Consumer Affairs" as would lose more money than what it cost to pay and get fixed. Sharp in their attitude is acting in a criminal manner.
I have searched hundreds of electronic good suppliers in the past 15 years, like for instance, bring an electronic engineer & a hobby being citizen band or ham radio appliances that anyone who knows this type will also know that we can come across never before heard of radios & after rebuilding to working order from a market place gets the success that the once shabby & over used transceiver is now renewed & worth triple its value!!
But in getting to certain frequencies etc takes certain switchings to get there, so we type in the name. I.e- cobra 148GTL DX, with Add on switches to go to frequencies either on (limited) FM band, to AM. SSB, CW, split frequency (which in my time has taken me to places that many enthusiasts of the CB alone (not my licensed amateur radio that allows talk like a telephone call). But I stress that I use this as a typical example that I can go online, type in a brand & model & request user Manual just to see the basics then the added potential & ALWAYS get this info. Yet!
My friend hands me a perfectly new condition Sharp Minidisc player/recorder & leaves it to me to solve required uses & I type the model number & only get what I don't need!! A diagram of parts etc. When all I ask is for the user guide to get completely familiar with its multi button functions, as it was given for a very special use in recording certain content to further the success of our Internet project, yet all I get is technical diagrams (which I do not require as I can strip it & rebuild it without diagrams), but certain stupidly simple user guide things sometimes can cause a headache when under a schedule to do the job in hand.
I will even name this as being an Internet radio station with great success so far, but the appliance handed in one unit with nothing else, when a million things of more importance is on my head, yet typing in model number & requesting quick user guide only gives me what I have said.
A schematic diagram of parts, that, with electronic engineering equipment I own makes it like an Electronics school 101. I can strip it to nothing but parts & a lot of over added solder links & build it like putting a bulb, lens, switch, adding batteries to make a torch (which I already exceeded the TORCH brand), by creating within 15 minutes a Torch like beam that blinded people 300 yards away from my location.
Yet I type in the Sharp minidisc model number & request the operators guide or user manual & get a list of hundreds of Sharp appliances many pages long, except a basic user manual for the Sharp-MD-SR505SE(s) minidisc & only get schematics unnecessary. (I am so busy with so many electronic appliances etc that all I wanted was a quick & easy user guide) & between searching & more, I now know how to add more than its user capacity & user guide.
Now, it's a toy. But I feel for the unknown users who come up with this user question & get circuitry, diodes, transistors, capacitors etc etc. Poor knowledge given to a Sharp buyer of aged items. I can obtain an info in many brands like Sony, Technics, Denon, Goodman's, Pioneer, to Samsung, Panasonic, THE LIST IS ENDLESS. In obtaining simple quick required user manuals that to a lit may seem strange that I can strip & rebuild appliances but can't get basic user functions.
But my needs in the businesses I'm involved in, requires immediate user knowledge NOT trial & error etc. & out of all Internet electronic assistance I have requested Sharp has taken me on a tour of unnecessary linked websites which in seeing them I have closed on them as I want the brand makers not affiliate sites. Like maybe this???
I suggest upgrading user guides before maybe, warranty breaking component info that makes warranties unclaimable. Or? Is this the aim?? Just a thought. A concerned dependent electronic appliance user. Not a "Build it myself" person. A purchased item with all/any info required on brand/makers website.
Hi! I am the very unhappy owner of a Sharp Aquos & Sharp Blu-ray player. Have you ever bought a TV and within a year, had it get those wonderful black blobs in the screen?? Well I have. Did it take about 2 weeks to get a replacement from the company you bought it from even though it was under warranty?? Then with the replacement… you were pleasantly surprised to have the screen completely go out after only a year of having it?? Only to be told that your warranty has expired and they would get back to you as soon as they had time to look over the pictures they requested that you send. You wait, and wait, and wait. No call.
Because you are no longer a warranty customer, they don't need to make you happy anymore. You are no longer a priority. I guess they don't ever want you to buy another one of their products again or to tell a friend that they have a great product. To add to the frustration, we also have issues with Sharp's Blu-ray player. We have not been able to use it for months because it needs an update that can only be done through the internet. We were not told that when we bought it and at this time with money tight.. we don't have internet at home. Now what???
So now we're supposed to buy another TV (with the money we don't have) because we were never offered the opportunity to get a new warranty or given a extension with the replacement TV. I don't even know if the replacement was new. I was told it was… but why would it die so quickly??
Does Sharp believe so much in its product that it wouldn't offer me some kind of guarantee or warranty with my replacement??? Was it even new or did I get someone else's broken TV that they tried to fix?? Do they want to lose customers because of their terrible customer service and questionable products??
Word of mouth travels fast. These are the only Sharp products I have ever owned. I have never had any problems with any other companies products or customer service. I know I won't be recommending any Sharp products to any of my family and friends. Will that travel to the rest of their family and friends??? We all deserve a better product and customer service for the money we pay to keep these companies going. I demand it. I will be working on what else I can do to get the word out. I will spread the word.
What Sharp needs to know is that it doesn't take a rocket scientist to figure out why their customer support is so terrible. Companies like Sharp hire their customer support via outside contracted companies, these companies have all types of accounts they represent for customer support. In order for these outside companies to profit they have to make sure their customer service reps keep a very short call time with the customer which in turn causes Customer Service Reps to pretty much say whatever to get the consumer off the line so they don't lose their job for having too long of a call handle time.
The other thing Sharp needs to know is that sure Sharp makes visits to their contracted customer service company to listen in on calls and make sure they hear these CSRs giving good support for the Sharp Company, but what Sharp doesn't know is that company pre-picks the CSR prior to Sharp listening in and tells them their call is going to be being monitored so do everything perfect. These CSRs aren't just taking Sharp calls but could be taking all different types of support calls for other companies as well. Does Sharp realize the company they hire to take care of their customers is also taking support calls for 7 or 8 other companies??
How can a Sharp customer get the support they deserve if the CSR that is supposed to be helping them is answering other calls all day for a bunch of other companies. Sharp your customer support should be CSRs who are there to provide only support for you not you and a bunch other companies at the same time. Sharp needs to wake up and see that the wool is being pulled over their eyes and if it continues they won't be in business long. Toshiba woke up and took notice. Maybe Sharp had better too!!
MAHWAH, NEW JERSEY -- Buyer Beware of the Sharp Aquos 60" Quattron LC-60LE847U. Within 8 months of purchasing it brand new, the power board on this TV expired. That was on 11/25/2013. That was the easy part. Now we have to navigate Sharp's many misleading, mistitled departments - such as Customer Relations, Customer Support, Exchange Dept. On 12/6/2013 we were notified by a Sharp authorized repair technician that they had been directly notified by Sharp to come and do what needs to be done; however the power board for that model was "backordered," and to cross the line of absurdity - they "had no ETA on it." They never even knew when it would arrive.
At this point, shouldn't we have been given a replacement? How about a loaner even - just like your warranty mentions. Let's practice fair trade - you have my $1500, and I got plenty-of-nothin'. During the period 12/6/13 to 12/14/13 we had case numbers given us; promises of a "replacement number" to be issued to us so that we could present the TV to the dealer for replacement.
Today 12/16/13 - we are told by the ever vague and seemingly misinformed or downright deceptive "Customer, Wahoo Dept" that no "replacement number" could be approved for that dealer! And so that means to me, just what!!?? Now we are waiting for this customer services rep's manager to contact us. I'm 70 years old, and if they know that, they're probably waiting for me to predecease the resolution of this problem by first, going the way of the Sharp Aquos 60" Quattro power board.
We live on SSI and got a TV a little over year. It's shot fire out the back, we was lucky we was home and we leave dogs inside. Our house would have caught fire. Those TVs suck and we will never buy any more things made by Sharp. They're not worth the money. I hope the company goes under.
Purchased a TV in late June of 2008 for close to 800 dollars. In July of 2009 (actually it was probably June) a line appeared across the screen. I thought it was a connection issue or something and I was busy with an ill family member and I was way too busy and consumed to deal with a TV matter. Finally call Sharp and send pictures. The problem is not fixable. They want me to buy a new TV for 290 dollars. TVs are so marked down at this time. I do not consider this a fair compensation.
MAHWAH, NEW JERSEY -- I bought a Sharp microwave (R530DK) from SEARS when I worked there. Just a few years later, the microwave quit working. We called Sharp to see if we could fix it ourselves. After spending hours on hold for a WEEK and after Sharp's false promises to call back, we gave up and threw the microwave away (Sharp doesn't even offer a way to recycle it.). Sharp never even apologized for their customer service's rudeness. I eventually contacted the customer service manager, and she told me Sharp will not stand behind its products.
Then, I contacted Sharp's Group Manager of the Product and Marketing Group. He too refused to send a working microwave. Sharp eventually said they would sell us a new microwave at a discount! If they did not stand by their first micro, why would we buy a second from them?!
Does Sharp really believe people should purchase a new microwave every few years? When you purchase a microwave, you expect it to last a little while. This has been an ongoing headache going on for weeks now. I am writing a letter to the editor to my local newspaper to warn consumers to stay away from Sharp products. This is ridiculous.