Bad UX: Sharp TV Support

Still perfecting the new TV.  I tried plugging in a USB 2.0 thumb drive into the USB port to watch a 4gb movie.  Voila! It worked and played without flaw.  The remote control worked properly.  Only problem was that the thumb drive was too small to hold ALL of my movies.

So I upped the ante and plugged in a 500G USB 3.0 hard drive with the same formatting scheme.  Unfortunately, it didn’t work.  I wanted to know: Does this thing not support USB 3.0?  What is wrong?

I looked on the website for some technical specs.  Nothing.  However, I saw they had an “Ask a Question” section on the page, so I gave it a try. A few days later, I get this answer:

Thank you for your recent inquiry in regards to the Sharp AQUOS LC-70LE857U. The resolution of your issue would be better handled by one of our AQUOS Advantage Advisors over the phone. Please contact our AQUOS Advantage Support Team at 1 (877) 332-7867, Monday-Friday 7:00am-9:00pm CST and Saturday-Sunday 9:00am-7:00pm CST so we can directly address your inquiry. We are always happy to assist.

This is as dumb as can be.  The whole point of online help is to STOP me from calling them.  This is the worst possible answer.  Anyway, I tried the number.

The person on the phone literally had zero idea what I was saying.  The only thing she knew was that there was a USB port on the TV.  I said, “Can you escalate me to someone technical?” She said “No.  I can give you my supervisor.”

WTF?  This is the technical support line and no one is technical??  I tried the supervisor.

Me: Does this TV support USB 3 hard drives?
Supervisor: I don’t think it has 3 USB ports, I think there is just 1.
Me: No, you misunderstood my question. Does this TV Support USB THREE DOT OH hard drives?
Supervisor: Umm, I don’t understand.
Me: Do you know the difference between USB 3.0 and USB 2.0 (Saying “two dot zero”)
Supervisor: No, I don’t.
Me: OK, you will not be able to answer this question then. We need someone technical.
Supervisor: I’ll have to get back to you.

Remember User Experience is the total package.  It doesn’t matter how cool the TV is, if I call support and hate Sharp.  Because of this bad interaction, I probably will never buy a Sharp TV again.  I’ll try Sony or Samsung or Vizio.

How could they fix this for me?  They could get me some clarity on the answer.  They could post a comment on this blog.  They could be proactive.

How could they fix this for everyone?  Have a support team that can actually support customers with reasonable questions.

UPDATE: They emailed me back.  The TV only supports USB 2.2 with Fat32. Lame.  Totally lame.

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