This issue was eventually fixed with a firmware update last fall.
So the TCL repair tech came by today. He saw the issue and agreed it is likely a software issue caused by something in the 10.5 update that is breaking the eARC port.
What is TCL's role in this? My TV is branded TCL, not Roku. Roku is the OS. I'm guessing Roku needs to fix the software but TCL needs to pressure them to do this.
I really don't care who fixes this but it needs to be fixed. As it is, at this point I will not be buying any more Roku TVs. I don't like my entire TV controlled by software that when it breaks, messes up everything. I'll keep using Roku streaming devices but will stay far away from TVs with Roku operating systems.
After a few days with the Google R646, I returned it. The Roku R635 is better in many ways, even with the broken 10.5 update. I've learned to live with "refreshing CEC devices" every time I turn on my TV. Even bought a new soundbar just to rule that out, and same issue. So again, Roku reps, if your reading this, send this to the software team. We've troubleshooted more than we've like to admit. Let us roll back the FW, or push our a fix.
What didn't you like about the new TCL Google tv? I'm curious because I've asked TCL to replace my currently unfixable 5-series Roku TV with one of the Google TVs. So far they've refused and are playing the "send us a picture of...." game with me to delay the process. They're asking me to send pics of things I've already sent them, more than once.
Absolutely horrible support and warranty service. I can confidently say that I will not buy another TCL TV again.
I'm learning that there is a reason why Costco stopped carrying TCL.
Costco has a great warranty too, did you get their extended?
And like many others have said, the software is buggy, Netflix and some other apps crashes randomly, WiFi drops for no reason, and they only fix for that is to reboot the TV, and the button is buried in the menus. I love the Roku layout, its quick and easy to use. I didn't care to much for the Google GUI either, and I consider myself a Google fanatic. I do miss the 4k 120hz on it though!
I bought this TV from Best Buy because Costco stopped carrying TCL TVs. After this experience I think I know why.
I do have two Sonys that I bought from Costco. They both have Google OS and I actually like it.
I try to avoid buying stuff from Best Buy because their return period sucks and they don't offer any kind of extended warranty or in-house service like Costco does through their Concierge service but Best Buy had this TCL on sale for a great price so I decided to take a chance.
Lesson learned. No more TCLs and no more TVs from Best Buy.
I bought the TCL R635 from Best Buy a few weeks ago with an extended 2 year warranty. Not sure why they didn't offer you one. It also helps to have a Best Buy credit card and be an elite plus member as it gives you a 45 day window to return the item. I currently have until March 23rd to return the TV which gives me plenty of time to decide if I'm going to be keeping it or not.
That being said, Roku, TCL, GET ON A FIX
Best Buy always offers an extended warranty but it costs quite a bit of $$$. With Costco you get an extended warranty for free.
Ahhhh. Gotcha. Thats a good deal!
Well, it's official. TCL has the worst warranty support I've ever encountered. They sent a tech out to look at my TV and the tech agreed that it was a problem but wasn't able to fix it. I contacted TCL and they are aware of it but have basically decided that since they don't have a solution, it's now my problem and they aren't going to do anything else about it.
I let them know the tech couldn't fix it and their reply was "our team would like you to take a picture of your TV's tracker ID and send it to us." Well, the problem is that I already sent this to them two weeks ago. They either have horrible record keeping and are not able to keep track of the progression of an ongoing issue, or, they are deliberately stalling by pretending I never sent them the tracker ID in an effort to buy time because they have no way of fixing their broken TV. At this point they should be offering me a replacement with a different OS or simply a refund.
I replied to their request for the tracker ID with a very polite reminder that I already gave this to them and even gave them the exact date I emailed it to them. As of tomorrow, it will be 3 days that they have not replied to me.
Absolutely horrible support from TCL. As I've said before, all TVs have issues so I've gotten over the "I will never buy from Brand X again because their products have problems..." All TVs and electronics can have problems. What sets a company apart is how they handle problems and whether or not they actually abide by the terms of their warranty. TCL is horrible and as far as I'm concerned their warranties are 100% worthless. So based on this I can say without hesitation that I will never buy another TCL product again. Not because their products are any worse than anyone else's but because they have horrible service and do not honor their warranty.
Hopefully they release a firmware update that fixes my problem sometime in the future but even if they do, the support and communication I've received from them for this issue has been insulting. Never again.
Any update on this problem? I think it explains what is happening to me with my 65 inch series 6 and Alto 8i sound bar. I see we have Roku OS 11 coming soon. Do we think it will solve the problem? I’m limping along with optical for the moment…
I sincerely hope so. My TCL R635 still can’t put out Dolby Atmos. I can’t even get DD+ to work.
