ComplaintsforTablo

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Tablo 4th Gen tv unit in Dec 2023. On June 8th, 2024 the unit died. I contacted Tablo customer service and waited. They suggested the plug/power supply likely failed and gave a code to order a free replacement. When it finally arrived it was not the fix. The unit was indeed dead. Support requested a video as proof, I obliged and they finally replied 4 days later requesting the order receipt and my shipping address. I again obliged. I realized on June 17th further in the email thread that I had been CC'd into another customer (****** ******* aka *********************). Not only did they send me his screenshots and info but he probably saw mine. This is a huge security risk in my opinion. I called and spoke to an overseas support person at this point and she openly told me that a refund had been issued to my ******** ******* card ending in ####. I explained again that they aren't listening and are giving me someone else's information which should be a security issue for them. She proceeded to request I send screenshots of MY email showing the mixed emails so they could further investigate. I politely refused and she ended the call. Their practices are clearly an issue of concern to their customers.

  Business response

  06/19/2024

  Our management team has reviewed the customer's complaint internally and we are investigating the root cause of the miscommunication now, and are coaching the team members involved to prevent any further issues. 
  
  We have since escalated the customer's ticket to our senior team, and they have made contact with the customer and approved for a replacement device which is being shipped out now. Tracking information will be sent to the customer by end of day (June 19, 2024). 
  
  We take these matters very seriously and will continue to investigate and make any and all process adjustments necessary to ensure this does not occur again. We sincerely apologize for the confusion and any inconvenience. 

  Customer response

  06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After making comments on their social media and private messaging them through social media letting them know I had contacted you all they moved much faster to find a resolution. The whole ordeal was still ridiculous and unacceptable. People should definitely beware when sharing their information with them. I thankfully was able to email with the other person involved ****** *******. He too was sent eight of my emails as a result of the "accidental" CC on the email thread. This is NOT good. Thank you all for what you do to protect the consumer and offering a way to resolve such situations.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is the 3rd Tablo unit that failed. I have made many phone calls and dozens of emails,trying to get a unit that actually works. Emails go unanswered,or answered every 2 or 3 weeks. Horrible company

  Business response

  06/03/2024

  Our team has located the customer's ticket and as of this morning (June 3, 2024) has escalated the customer's inquiry to our senior support team. Our team will be reaching out ASAP to pursue troubleshooting to resolve outstanding issues. If this is not possible our team will investigate a refund with the customer. 

  Customer response

  06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to get assistance to complete the download of Tablo with antenna to watch TV without cable. After months of emails and speaking with 5 agents we finally had unit set up. I still did not see any new channels and called again. The agent said my ******* TV is not compatible and I would need to buy a **** for their device to function!!! I asked to be refunded and they said I was past 30 days and bought it thru ******. I am requesting a refund. Thank you.

  Business response

  04/08/2024

  The Tablo supported platforms are listed both on the retail packaging and also on several Tablo web pages including ********************************************************** - we sincerely apologize for any confusion with regards to ******* TV app compatibility. The Tablo app will be available on ******* soon, but we do not have an exact date available to share at this time. We recommend using the Tablo with one of the supported platforms noted on the page above, or reaching out to the vendor you purchased the unit from (in this case ******) to request a return exception.

  Customer response

  04/19/2024

  
  4/9/15-BBB Complaint TABLO ID ********
  External
  Inbox
  
  ***** ***** *******************************
  Tue, Apr 9, 10:05?AM (10 days ago)
  to me, *****
  
  Dear * ***********,
  I have contacted ****** where I purchased the Tablo and Tablo support team.
  They both said I was past the 30 day return period. I have been trying for the unit to be working for months only to find out Tablo is not compatible with my ******* smart TV ! This is why
  I filed a complaint.
  Thanking you in advance.
  ***** *****
  

  Customer response

  04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *****

  
  
  I have contacted ****** where I purchased the Tablo and Tablo support team.
  They both said I was past the 30 day return period. I have been trying for the unit to be working for months only to find out Tablo is not compatible with my ******* smart TV ! This is why
  I filed a complaint.
  Thanking you in advance.
  ***** *****
  
  

  Business response

  04/19/2024

  Our support team is reaching out directly to the customer to escalate their case and to offer an expedited return and refund.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  An ongoing support issue with our Tablo gen 4 has left us with no TV option for 15 days straight. Their support team has been unsupportive to say the least, multiple calls, emails and videos have been sent only to receive the same troubleshooting advice and poor handling of our issue. We have offered to pay for a replacement of said device in good faith while they await my exchange in order to get us online swiftly and allow them to fix the seemingly broken device on their own time with no luck. The case owner has changed three times in two weeks and a call to support starts and ends with the same results, we must explain the issue after requesting the agent to look up our current case and ends with "we need more time". 15 days have past and we have no more time to give, our patience has run out and we must move to another brand. We will continue to leave reviews, feedback and complaints, both FTC and BBB complaints are now official so that all future potential customers can hear our story so that they have an opportunity to choose a brand that puts customers ahead of themselves.

  Business response

  03/22/2024

  We have reviewed this case internally and are escalating the customer's ticket to our senior team immediately. We intend to have a resolution sent to the customer by end of day, and will continue to review the ticket details to determine how to avoid issues like this in the future, and if there are opportunities for a better support experience.  We sincerely apologize for the inconvenience as we take matters like this seriously. 

  Business response

  04/17/2024

  Our support team responded to the customer's initial complaint on March 22 with details for a replacement that was shipped out on the same day. Our tracking (link below) indicates the customer received the replacement unit on March 25. 
  
  We can confirm the replacement unit is active and in use on the customer's account. We have not heard back from the customer since we provided details on his replacement shipment on March 22.
  
  Tracking: *******************************************************************************
  

  Customer response

  04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/22/23 $202.04 I tried calling the business for help connecting the device but never got a hold of anyone. And no one would return my call. The device doesn't work. I had to have the Geek Squad from Best buy come out and they could't get it to work either. And they said this a common problem with this company. I have email Tablo about this problem and they don't respond. Amazon order # ******************* placed on Oct 22/23 I am happy to return product in it's original packaging for a refund.

  Business response

  02/26/2024

  Our team is reaching out to the customer directly now. We recommend troubleshooting the issue with our support team first, and are happy to help the customer pursue a refund at their point of purchase if we are not successful in helping the customer get the Tablo up and running. If any hardware defects are found, our team is happy to offer a replacement device.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a Tablo in June 2023 and later a yearly subscription to the guide. I thought after I set up items on the guide, that I wouldn't need it any longer and spoke to someone at Tablo to cancel it. They never advised me as to what I would lose. Well, when I saw what I lost, I tried to get a yearly subscription again and could not. I was told that it would be monthly and soon it will be incorporated with the "new Tablo" with no guide fees. That was in September. I was never told that a new Tablo was coming and mine would now be the "legacy" one. I would have waited for the new version. I believe that Tablo will never get the guide to streamline over the guide to free. They just either want to keep charging you and/or make you purchase the new version. Why won't they just let you have buy a yearly guide back when I asked if they planned on releasing the "free" version within a reasonable time? Why didn't they give you some sort of discount since I just purchased the "legacy" version when the new one came out? This is what upsets me.

  Business response

  02/26/2024

  Hi there, our team is currently working with the customer to propose one-time workaround to assist them in acquiring a yearly subscription temporarily. This should resolve the issue until the Tablo Legacy units mentioned in this case are updated to have access to the new experience mentioned.

  Customer response

  03/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******

  
  
  I responded no until I received an email from Tablo later in the day providing a resolution that was fair. Sorry for the rush on my part, I guess.  I will accept their offer from the email, which was: 
  Tablo Support - Lauren (Tablo)
  
  Feb 26, 2024, 10:12 AM EST
  
  Hi there,
   
  Thanks for reaching out.
   
  We have added a free one year subscription to your Tablo. As we have mentioned we have every intention of updating the legacy products to not include a paid subscription, however we do not have an ETA on when we release this feature. 
   
  In the meantime your free guide subscription will start at your next billing cycle and you will not be charged monthly.
   
  Thank you,
  Lauren
  Customer Success Manager, Tablo Support
  ***********************
  Want to learn more about Tablo? Check out our knowledge base at:
  Tablo
  

  
  

   

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a TABLO on 11/25/2023 for the amount of $79.95. Tablo is supposed to allow you to watch television channels that are broadcasted from local towers to your tv antenna. The Tablo connects your tv antenna to your home Wi-Fi router instead of a single TV. This allows the Tablo to send live and recorded TV wirelessly to every room in the home which allows you to watch free tv on popular streaming devices, smart phones tablets etc. While this is a great concept, it doesn't work. I have submitted several help tickets to TABLO support explaining that the TABLO is not working with ****. When you log in to the TABLO app on your TV and watch "live" channels such as news for instance, it will stay on for anywhere from a minute to maybe and hour then it turns off and defaults you back to the **** main page of apps. Apparently this is a known problem with the TABLO people and has been going on for a few years unbeknownst to us. We purchased this at the recommendation of an electronics specialist who was helping us get set up to cut the cable cord.

  Business response

  01/29/2024

  After investigating the issue this customer is reporting internally, our QA and development teams have confirmed this problem is the result of a recent **** OS Update that is negatively impacting the Tablo experience. The root cause of the issue stems from the **** itself, which makes it difficult for our application to work around. We are still investigating alternative solutions while we pursue a dialogue with **** to help them address this issue. Despite our best efforts, we do not have an ETA for a resolution at this time.
  
  While the customer is outside of the return period, we would be happy to make an exception in this case and provide them with a refund.

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I do not want a refund. I would like the issue fixed. Tablo is not the only application working with ****. There are many other apps that work cohesively with **** and we have not had any problems with them. I understand that TABLO is working to resolve the issue but this has been ongoing for awhile with no resolve. Years in fact. If I accept their response, then I'm essentially saying I'm ok that it doesn't work with **** and I'm not. I'm not the only subscriber having this issue. Please resolve the issue for your customers. You have a great product when it works. Thank you.
  
  Regards,
  
  ********* *****
  

  Business response

  03/11/2024

  The Tablo product team was able to reliably recreate the issue on the Tablo **** app, and published an application update on February 8, 2024. Full details of this update can be found here: *******************************************************
  
  We have received confirmation directly from **** that they have located the root cause of the issue on their end, and that they will be resolving this issue themselves in an upcoming **** OS update for any users still impacted by this issue. We are not aware of ****'s estimated date for the release of this update.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩