Experience on Vizio support and any idea how to get past the Vizio logo screen after boot

Hello all,

Just wondering if any of you have any experience with the Vizio support? My laptop can't get passed the Vizio logo screen after boot so I contacted support a week ago and was told that I need to ship the laptop back to the warehouse for diagnostics. However, I still haven't receive the mailing label (thru email) to this day -- I contacted support multiple times and was told that the "warehouse" need to generate the mailing label and it will be emailed to me soon. Support told me once they receive the laptop it would be turned around in 2 business days and I would receive it back 3 business days after. Now I am not so sure since it is taking them 7 days and counting to email a label. If you are unfortunately have a broken machine like I do, what are your experience?

I got my CN15-A2 in 2012 September. It was working fine until a week ago the wi-fi module was not working after waking up from hibernation. I didn't think of anything and just forced restart it and now it can't get pass the Vizio logo boot screen. I tried Esc, F2, F7, F8 to tried to get to the BIOS or boot device menu but couldn't get anywhere. Anyone seen this before? Are there any ways to get pass the Vizio logo without shipping it back for diagnostics?

Given my experience with support so far is pretty negative, I am worried this could get even more painful when my machine's 1 year warranty is done. It would be great if I can diagnose the problem and replace the parts on my own especially after warranty period.

Thanks in advance,
Alex

 

Just want to give an update: I first contacted support on April 24 about my laptop to generate the mailing label ... I finally got my mailing label on my 4th contact with support on May 2nd. Apparently the mailing label was generated on April 30th, but somehow I never got it in my email inbox (and I checked my spam folder faithfully during the whole period). Then on May 3rd Friday afternoon I got a phne call from Vizio support telling me that they have emailed me my label on April 30th (which I never received), oh well...

The mailing label is a FedEx Express label, which is nice as it is pretty much no hassle (I just put my laptop back into the Vizio box and brought it to FedEx). Anyhow, I mailed it yesterday (May 4th) and they should get it by Tuesday or Wednesday. I am holding my breath, will report back when my laptop come back.

Cheers,
Alex

 

Alright, a final update -- I got my laptop back on May 15 (the Fedex stamp date on the box was May 13). The hard drive was wiped -- windows reinstalled. I contacted support to find out what had been fixed and was told the hard drive was replaced. That was unexpected because after the laptop couldn't boot I took out the hard drive to backup all my data -- it could be some broken platter but I didn't remember seeing it in eventlog (when running in Windows -- I regularly monitor it) or syslog (when backing up in Linux). I tested booting up through a USB (F7) and it is working now. Anyway, I will keep an eye on it.

I also asked support for extended warranty and found out that you can purchase an extended warranty within 1 year of your purchase through squaretrade.com.

So that's my experience.