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1.0

CF111319****94

1. A clear and readable picture of the bill of sale.

Please note the bill of sale must show the following:

· Date of purchase: 17 November 2018

· Item description: RCA 50” SMART TV

· Unit Price: $399.99

· Total amount paid: $399.99

This Tv was purchase at Shoppers Drug Mart, on 320 Prom. Elmwood, Moncton, NB E1A 6V2, New Brunswick, (506) 383-****

2. Attached in email

6. And a Detailed explanation of the defect/issue

This Tv app :YouTube, Netflix says “error” numerous times, when we trying to launch it, at the first I thought it was internet problem I called my provider “Rogers” to find out what is going on and why my room tv’s internet is getting disconnected all the time and Youtube and Netflix says “error” many time, they suggested to use the cable to guaranteed the highest internet speed instead of the WI-FI.

With the cable directly plug at the modem it seems working normally for few days before starting to do the something again.

I end up by restore the tv system more than 5 times which is not normal. I never install any applications and always update tvs if needed.

For your information, I have 3 Tvs at home and two providers Bell and Rogers, I have the highest speed of internet with bell and rogers gives me 150mbps/sec, but I don’t understand why other Tvs never had this issue only this tv.

Sometimes If internet on TV doesn’t work, I usually unplug TV and plug it again after 20sec then it will work. Tv loss internet connection all the time. On top of that, it wi-fi search never found the 5G-wifi that I have but other Tv find it easily, I’ve been refreshing it Wi-fi-search numerous times but never found 5G Wi-fi, while the Samsung tv found it this can be seen in the video that I sent to you.

This issue is really bother me, I like you guys product and you can see in pictures that this TV still in great conditions and it was purchased less than a year so far but having such big system issues doesn’t make me trust you guys product again.

I need you guys to look and want to make sure that I can continuously have enjoy my product without any system issue.

I’m available for more information of if you would like to come in to check it here you more than welcome.

Thank you,

Patrick Yemba.

Also, kindly include filling out the information below: *must be a physical address

Name: Patrick Yemba

Address: Apt.14, 17 Kingsmere court

City: Moncton

State/Province: New Brunswick

Zip/Postal code: E1A 6C2

Phone#: 416-617-****

Hi,

Thank you for your response.

As part of our preliminary investigation in diagnosing the problem, please refer to the information below:

Possible Fix you may try while we further investigate the issue:

Power Cycle the unit

This will completely discharge and help eliminate possible electrical/system glitches on the unit.

Power Cycle the unit and Reset Instructions

1.

Disconnect the power cord from the wall outlet and leave it unplugged for 30 minutes.

2. Press and hold the power button on the unit for 30 seconds. (If applicable)

3. Safely plug the power cord on the wall outlet and then try turning the unit back on.

It is helpful to use a good surge protector with this unit.

If you think that there is a problem with the surge protector, try plugging the unit directly to the wall outlet.

If the process does not work, wait longer (like an hour) after unplugging everything.

To switch the mode, did you press the button from the remote or the button from the unit itself?

Please try both for one of which might no longer be functioning.

For the internet connectivity issues with your TV, here are some of the steps you can try to see if this would help resolve this problem:

1. Enter the correct name for your wireless network.

2. Enter the password correctly and carefully. (case sensitive)

• Use the shift button on the on-screen keyboard for uppercase letters.

3.

Check to see that your router is working properly.

• Connect other devices to your home network and see if you can access the internet. If you are unable to connect, proceed to step 5.

4. Improve the wireless signal strength

• The TV location can have an impact on streaming quality and signal strength. Avoid placing it on enclosed areas or near microwaves and electronics that might interfere with the reception.

5.

Restart your unit and your router

• Factory Reset: go to Settings > System > System restart. If you cannot restart your unit on the settings, you can also unplug it from the wall outlet, wait at least 5 minutes, and then plug it back again.

• Router: check your Internet Service Provider for instructions or router vendor. In some cases, you can simply unplug it and plug it back in, and in other cases it may require pressing a reset button on the device.

Note: It will take a few minutes for both devices to completely restart.

We hope this helps and are looking forward to hearing back from you.

For added support and efficiency, be sure to leave your response directly on this email thread.

Thank You,

Brian Kuzma

Customer Support

Curtis International Ltd.

*Please note, case files will be automatically closed if no response is received within 7 business days of our last reply. To reopen a closed case, please contact us at 1-80*-968-****.

Hi There,

I have done all that in the past and this issue came back again.

Please note, this is not the first time, as per my previous message I did reset the system for like 5 times, just to give you an idea of how this is messing up.

The Internet has nothing to have with this as all devices at home is able to get the same Wi-fi except for this tv? how can you explain that?

I have three TVs, google home plus phones, all these devices are able to get connected to Wi-fi correctly.

Is not that is not getting wi-fi but is unable to find the 5G wifi while all other Tvs do, how can explain? I did unplug and did all the steps but still not working.

I will suggest getting maybe a technician so he can make his own constant for this situation.

It's clearly a system problem and this needs to be fixed!

Thank you,

P.Y

Hi,

Thank you for your response.

We already forwarded your case file to our concerned team and currently, we are waiting for their response.

Rest assured, once we get an update from them we will get back to you as soon as possible.

Thank you.

Best Regards,

Brian Kuzma

Customer Support

Curtis International Ltd.

Location: Moncton, New Brunswick

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