Advice wanted - Extended warranty claim - The Good Guys

Charlotta on 25/07/2015 - 11:24

Almost three years ago The Good Guys had a catalogue sale for a particular Sony DVD player at $44 each. However supplies were late arriving at some stores - so there website advised that until stock available they should substitute it for a Sony Smart Bluray player. I found such a store and bought one and decided to add the two year warranty extension for $15.

The device has now died (power unit??) but in speaking to The Good Guys on the phone about this warranty claim they advise because the Sony Bluray player is now superseded they will only give me $44 store credit - rather than giving me similar unit from their existing stock!!!

My preference would be a new unit. At minimum I figure I should get a refund - not store credit.

And if they are choosing to refund, rather than replace, then the refund should be for $59 not for $44.

Comments and suggestions needed please - to arm myself for when I go in there! Thx.

Electrical & Electronics

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Comments

  • stemcell on 25/07/2015 - 11:29
    +6

    Take the $44 and stop whinging….are you a pom?

  • theclearout on 25/07/2015 - 11:38
    +5

    Yep, take the $44 and move on. Fork out an extra $3 and get a brand new
    http://www.thegoodguys.com.au/sony-dvd-player-with-usb-dvpsr…

  • spackbace on 25/07/2015 - 11:41
    +1

    https://www.ozbargain.com.au/node/204372

    $24.95 for probably the same unit, refurbished

  • Axelstrife on 25/07/2015 - 11:44
    +1

    Get that $44 as a refund in cash at the very least and but else ware.

  • holdenmg on 25/07/2015 - 12:47
    +4

    What sort of Warranty Extension, with Sony or someone (TGG) else?

    If http://www.thegoodguys.com.au/warranty then it states:

    Free replacement if we can't economically fix your product

    If your product is too expensive to repair, or not able to be repaired we’ll replace it with a product with similar function up to the value of the original purchase price.

    or

    Automatic replacement for products under $250

    Many products that cost under $250 can be time consuming to repair. All you have to do is call The Good Guys Customer Care team on 1300 368 509. They'll give you a claim number to take with your faulty product to The Good Guys store nearest you. One of our staff will verify the fault and then replace it with a brand new product up to the value of your original product price.

    "What's an equivalent replacement?"

    An equivalent replacement is a replacement product that has the same or similar function (determined by us) to the product you originally purchased to a value not exceeding the purchase price of the original product. This is based on the products features, not the price you paid. You can be assured that the replacement you receive will be as good if not better than the original product.

    "What if you don't have an equivalent replacement to replace my product?"

    If we can’t supply you with an equivalent replacement product, we’ll provide you with a Gift Card from The Good Guys, to the value of your original product price, to buy an alternative product.

  • spackbace on 25/07/2015 - 12:57
    +6

    And if they are choosing to refund, rather than replace, then the refund should be for $59 not for $44.

    Warranties are never refundable…ever!

    As above:

    "What if you don't have an equivalent replacement to replace my product?"

    If we can’t supply you with an equivalent replacement product, we’ll provide you with a Gift Card from The Good Guys, to the value of your original product price, to buy an alternative product.

    That's your situation. As I said earlier, they're actually on special for $24.95 posted, refurb models. Put the $44 towards something else you need/want

  • BewareOfThe Dog on 25/07/2015 - 18:11

    Put the $44 towards something else. If you expected a $44 bluray to last more than 12 months, then you obviously don't have a TV capable of the benefits of Blu-Ray definition. ;-)

  • jzdhgkd on 25/07/2015 - 18:31
    +3

    Lol

    Moral of the story - don't spend 35% of a product's price on a warranty!

  • saty1296 on 26/07/2015 - 07:36
    +1

    Good Guys rejected my genuine extended warranty claim for Samsung fridge. They are well known for bad customer service. Avoid them and move on with your life. Buy elsewhere.

  • Aus99 on 26/07/2015 - 08:36

    extended warranty cost is not refundable - it is like an insurance.

    If you take an insurance for your car and if it is written off you only get the car value minus the excess. It is very similar.

  • Charlotta on 27/07/2015 - 06:55
    +1

    So, thanks for those who have offered constructive thoughts. (And "Hi!" to the 14-year-old trolls.)

    Whereas I paid $59 for this unit ($44 + $15), its sale price at the time was $88 (RRP > $100) which is what prompted me - on a whim - to accept the salesperson's offer for the TGG ('Horizon') 'replacement warranty'. The feature that interested me most in this unit, was that it was a smart blu-ray player with LAN port and Apps for ABC TV iView and SBS On-Demand.

    When I accepted the Extended Warranty it was on the basis of the verbal offer of it being a 'Replacement Warranty' - emphasis being made that any fault would be replaced with a new product and if the same model not available then replacement would be with one with the same features. In-store I was not offered the written small print of the warranty until after I was given my receipt and the product.

    So I went to TGG on Saturday afternoon, and leaving the faulty unit in the car, went to see what they had in stock. The Sony BDP-S1500 at $129 appeared to be the unit with the equivalent feature set, so after discovering on the Sony website that it too was now discontinued, I took one of these to the admin counter along with my 'replacement warranty' documents.

    The reception attendant soon found the documentation they had on record of my phone call from a few weeks back, and proceeded to process the exchange up to the point of asking me how did I want to pay the difference in cost. I explained that the only undertakings made clear to me when I chose to accept the offer of paying extra for the TGG replacement warranty was of replacement with a unit of equivalent features, and that since the replacement model that I had selected has the equivalent features and was in fact a superseded model, there should be no additional charge. The reception attendant disagreed, however a person who appeared to be the assistant manager stepped in and after reviewing the documents and my explanation, advised me that he understood my perspective and thus proceeded to call the duty-manager to get authorisation to make the straight replacement - over-ruling his colleagues protestation that it was "below cost".

    So, well done "The Good Guys"! I'll continue buying from them - and will continue enjoying iView and SBS On-Demand (et al) on my Sony BDP-S1500 Smart Bluray player - for at least the next 12 months of the manufacturer's warranty.

  • imahapyboy on 14/10/2015 - 11:59
    -1

    poor TGG, poor retailer, $44 refund is full refund! you shouldn't ask for more!

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