Hisense 65N7 Failure & Poor customer service

LGregors510 on 27/06/2018 - 11:28
Last edited 27/06/2018 - 18:01

Hi all,

UPDATE: One email to the manager of Good Guys and this was taken care of, refunded the difference in full. Excellent customer service!

I want to share my experience and see if anyone has had a similar one.

I purchased a 65N7 TV back in March, initially, very happy with it for the money. Then the TV begun to turn off by itself when watching the inbuilt Netflix or YouTube apps.

Hisense sent me a software update to trial, but this made no difference.

They then sent out a repairer to fit a new “board” to the TV, so I made sure my girlfriend was home to help lift t off the stand, and the new board was fitted.

(I was away for work), the GF then rings me to advise me that this board is second hand (technically they can use second hand parts), but that someone else’s Netflix account was saved into the TV now (a totally random person), and that the HDMI ports no longer worked. I confirmed both of these complaints for myself once I returned home.

Hisense then advised me via phone and email that a store return had been approved. I replied that I was not interested in a refund as the TV was bought on sale, and that under ACL, I was entitled to a replacement, they advised that if I could not have any joy with this at the store I purchased from, to contact them.

Saturday, I go into the good guys to get my replacement, good guys no longer keep the 65N7, and that I would be required to pay $500 to get the 2018 model, the 65P7. I rang Hisense while in store and they advised me that I was not entitled to a replacement, only a credit (a blatant lie).

I paid the extra $500 to be out of the store, and now Hisense are refusing to compensate me for the extra I had to pay.

I’ve contacted Consumer and Business Services in SA, and they’ve advised me that I was in the right.

Has anyone else had a similar experience?

Electrical & Electronics

Related Stores

Hisense
Hisense

Comments

  • HighAndDry on 27/06/2018 - 11:37
    +1

    I'm not sure Hisense or TheGoodGuys did anything wrong here. You're right that you're entitled to a replacement or refund - but there is a level of reasonableness. For example, if the store no longer has that item in stock, they can't offer a replacement and so reasonably you are only entitled to a refund or repair. From Fair Trading:

    http://www.fairtrading.nsw.gov.au/ftw/Businesses/Selling_goo…

    You must provide goods of the same type and similar value. If such a replacement is not reasonably available, the consumer may choose a repair or a refund.

    Just also: The manufacturer is subject to their warranty but afaik the ACL only applies between you and the retailer who sold you the product.

    • vinni9284 on 27/06/2018 - 11:46

      I thought you are entitled for an "equivalent" replacement if your model was no longer in stock.
      The P7 is the model that replaces the "equivalent" N7

      If such a replacement is not reasonably available

      The P7 replaces the N7 and the P7 is available

      I would fight this.

      Cheers

      • Ryballs on 27/06/2018 - 11:57

        Yeah they should have replaced it with the current equivalent model under ACL.

        ACL only applies between you and the retailer who sold you the product.

        The manufacturer must also adhere to ACL to sell in Australia, although their responsibilities can be different to the retailers.

        • follow on 27/06/2018 - 12:31
          +1

          You can approach the manufacturer or importer directly, however, you will only be entitled to recover costs from them, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss. You cannot demand a repair, replacement or refund from the manufacturer.

        • HighAndDry on 27/06/2018 - 12:40

          Per TarquinOliverNimrod - a Manufacturer's responsibilities under the ACL does not include providing a replacement, only damages suffered (e.g. if the TV shorted out and started a fire). It doesn't apply in this case at all.

    • [Deactivated] on 27/06/2018 - 12:07

      The ACL applies to the retailer, manufacturer, and importers.

      The retailer cannot refuse to deal with the issue and fob you off to someone further down the supply chain to resolve the problem.
      You are however, within your rights to go and deal with the manufacturer or importer if you want.

      • JimmyF on 27/06/2018 - 14:15

        The retailer cannot refuse to deal with the issue

        and they didn't.

  • cameldownunder on 27/06/2018 - 12:09
    +4

    I paid the extra $500 to be out of the store

    Mistake.

    I know it's hard, but you have to make your point in store. Chasing the money AFTERWARDS is mission impossible.

  • Gregors510 on 27/06/2018 - 12:57

    Update:

    In hindsight, I should have just gone through the Good Guys and not bothered going straight to Hisense, so Good Guys breached the ACL by doing so.

    However, I just got off the phone with Hisense, who advised they could not do anything because I’d used the store credit. I then ask “so if I hadn’t used it yet, I could have had a replacement?”

    Hisense: “Yes”

    Me: “I was told two of your customer service agents that I wanted a replacement, not a refund, and was told it in no uncertain terms that it wasn’t an option, if I’d known this was the case I would have waited for a replacement! You’ve lied to me and that’s why I ended up where I am”

    Watch this space….

    • vinni9284 on 27/06/2018 - 13:06
      +1

      I would still fight the store as somewhere down the line, there was a communication breakdown.

      Try to recoup your $500 … yes it's hard but I would push it.
      If both entities did their job correctly, you would be now watching your N7 replacement (P7) without any costs incurred to you.

      Good luck

      • HighAndDry on 27/06/2018 - 13:09

        It doesn't work like this. YOU can say that a P7 is the same as an N7. To anyone else though - they're different models.

        • vinni9284 on 27/06/2018 - 13:13

          You would "assume" that the alphanumeric prefix is similar.

          Would you "assume" that the LG OLED C8 is the successor to the C7?

          In the past, several manufacturers sold the exact same models in several retailers with a different model number.
          Why? so you can't price match it

          To anyone else though - they're different models.

          It the OP can prove beyond a reasonable doubt that the P7 is the successor to the N7, then I encourage to fight it. They can ask GG staff to verify.

          Cheers

        • HighAndDry on 27/06/2018 - 13:22

          @vinni9284: "Successor" is not enough. Replacement is of an "equivalent" model. Plus - OP was offered a refund and refused. That's basically the end of it.

        • vinni9284 on 27/06/2018 - 13:25

          @HighAndDry:

          No it's not!

          I would still fight it.

          Either equivalent or a higher model if there is no stock for the equivalent.
          Many manufacturers support this rule.

          However I am sure it will be an equivalent model. There is always improvements with the successor (well generally) so they really can't use this excuse to claim it is a higher model.

          Edit: LG OLED C8 is the successor to the LG OLED C7.
          So the question is to you … would you consider this as an equivalent replacement if there are no C7 in stock/superseeded?

          Edit2: It seems like Hisense doesn't replace with newer equivalents

          1.Subject to the terms of this warranty document (“Warranty”), if this television device
          (including any remote, 3-D glasses and other accessories supplied with it) (together,
          the “Television”) (or any part of it) does not work properly because of a defect in
          materials or workmanship and you make a claim under clause 2 in relation to that
          defect which is accepted by Hisense Australia Pty Ltd ABN 55 105 022 080 of 1a
          Millennium Court, Knoxfield, Victoria 3180 (“Hisense”), then Hisense will at its cost
          and at its option (and as your sole remedy):
          a. repair the Television (or the relevant part) with new or refurbished parts;
          b. replace the Television (or the relevant part) with a new or refurbished product;
          or
          c. give you a refund for some or all of the price paid by you for the Television.

          https://etcpg3uvcgs41q4ci23mfssr-wpengine.netdna-ssl.com/wp-…

          So, going by the OP's circumstances, Hisense adhered to clause 1.c)

          Seems like case closed.

          Cheers

      • JimmyF on 27/06/2018 - 14:21

        I would still fight the store as somewhere down the line, there was a communication breakdown.

        No breakdown, OP took back a product for a credit that was arranged by Hisense, store provided credit.

        • vinni9284 on 27/06/2018 - 14:48

          Yes.

          I have read their T&C's, attached and commented above (Clause 1c) )
          It seems that they have adhered to their policy.

          Cheers

    • HighAndDry on 27/06/2018 - 13:08

      Hisense can privately decide to offer you a replacement. It doesn't mean they're legally obligated to. They also don't have to tell you if they're willing to offer you a replacement - again because they're not legally obligated to.

      • follow on 27/06/2018 - 13:40

        do you know what happens if you get a replacement from manufacturer and have issues later on, can you still go to retailer and say, ask for a refund?

        • HighAndDry on 27/06/2018 - 14:34

          That would depend. If you RMA's the product through the retailer, yes, definitely. If you contacted the manufacturer directly - then arguably the manufacturer is now the supplier and you would have the same ACL rights against the manufacturer as you would've had against the retailer, but I'd think that by dealing directly with the manufacturer, you no longer have a claim against the retailer (because the 'goods' are no longer the same).

          But that's honestly just spitballin'.

    • JimmyF on 27/06/2018 - 14:18
      +1

      so Good Guys breached the ACL by doing so.

      How so?

      ACCC says

      "You must provide goods of the same type and similar value. If such a replacement is not reasonably available, the consumer may choose a repair or a refund."

      They tried to repair it, you hadn't been happy so they gave you a refund.

      Lets face it, you're only upset as you got it on mega sale (cough cough run out model), and now you can't buy a replacement for the same price.

      If it was reversed, you got a credit more than the cost of a new TV, you wouldn't have an issue!

      • Ryballs on 27/06/2018 - 15:50

        I would say that the P7 is of the same type or similar value but I guess like most of ACL it is open to interpretation.

        • JimmyF on 27/06/2018 - 20:55
          +1

          Well its not the same type, different model numbers and its not similar value, as its $500 EXTRA.

        • Ryballs on 28/06/2018 - 00:56

          Regardless of how much you disagree, in situations like this the manufacturer would typically replace it with their current equivalent model.

          Mistake OP made was going to retailer rather than sticking to their guns with manufacturer. Would have probably gotten a P7 if he did.

  • Gregors510 on 27/06/2018 - 18:04

    Because they refused to deal with me at first, and sent me directly the manufacturer (I failed to mention this in my story, but this is what I was told when I spoke to the store I collected the TV from… not the one he sale went through… long story.)

    Of course that’s why I’m upset, it’s not my fault that it was on sale.

    I spent my hard earned, why should I have to go without because their product failed?

    • HighAndDry on 27/06/2018 - 18:10

      It's more of a - why should you also profit? Because a full refund was offered that you knocked back.

      In any case, it's on The Good Guys, and not much to do with Hisense. Your title and anger is (currently) misplaced.

      • follow on 27/06/2018 - 20:48

        All's well that ends well

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