10 Day Old Samsung 65" Nu8000 TV Developed Major Issue. Goodguys Won't Refund or Replace, Say Samsung must inspect/repair it

Lbogrolls on 12/04/2019 - 07:11
Last edited 15/04/2019 - 06:51 by 2 other users

G'day.

I bought a Samsung TV from The Good Guys and picked it up weekend before last. 2 days ago it developed a 2 inch wide band of white looking vertical lines that run up the screen. The position of the line is off centre, probably 12 inches in the from the left hand edge. It's there regardless of channel/input.

Given the TV had only been purchased 10 days beforehand, I thought I could go and swap it and no problems. I didn't think it was fair that it broke so quickly and I'd end up having to deal with Samsung to get it repaired.

I was civil when discussing it, the GoodGuys manager told me under consumer law they have provided a remedy (have Samsung repair it) and that is all I was entitled to. I explained the TV was brand new and faulty and I'm not happy that someone is going to pull it apart in my loungeroom to try to fix it and than I just didn't want anymore trouble with it. They said they can't do anything until Samsung approves it and gave me a whole heap of crap that if they got it and I didn't do what they asked they'd be out of pocket and have to throw it in the bin - which I know is obviously not right, they can just get it repaired the same as I can through Samsung.

They've strongly rejected that I have any right to a refund or replacement with new (same model). From what I've read I'm confused on my rights. Can anyone point me to specific legislation that might clear this up? (I've Googled and read in the obvious places but I'm still unsure)

Another note is they kept repeating that they too are customers of Samsung's and need to follow what they say, ignoring that the transaction was between the GoodGuys and me and really trying to absolve them of any ownership of the matter.

PICS:

Pic1
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Cheers,
Bogrolls.

Electrical & Electronics

Related Stores

The Good Guys
The Good Guys

Comments

  • try2bhelpful on 12/04/2019 - 07:27
    +16

    https://www.accc.gov.au/consumers/consumer-rights-guarantees…

    Sounds like a major problem to me. I agree, like al ACCC statements, it is open to interpretation but I would go with all the arguments there and, if they still insist on getting it repaired, ask them what the guaranteed repair period is so you can determine if this timeframe is “reasonable”.

    I think they should replace it, as well. It might be worth talking to Samsung directly, they might replace it.

    • jetfar on 13/04/2019 - 19:13
      +26

      Consumer Guarantee [1] is a consumer protection law in Australia, and it's between you, the consumer, and the retailer - The Good Guys. They absolutely are required to replace or repair it - the manager is wrong.

      IF YOU CHOOSE, you can deal directly with Samsung. However I'd ring TGG (centrally - as opposed to a store), read the link below first, and let them know that you would like a replacement or refund under Consumer Guarantee based on the fact that the TV is not of Acceptable Quality (see the link).

      If they don't oblige, use your rights! (It's all in the link).

      [1] https://www.accc.gov.au/consumers/consumer-rights-guarantees…

      • hypie on 14/04/2019 - 01:41
        +6

        Send an email to GG head office through the feedback button on the website. They will make sure the issue is resolved and the staff member is retrained, unless it is physical damage.

      • legendary-noob on 16/04/2019 - 19:20
        -1

        Going back a few months ago, I recall seeing a post on someone approaching Google directly for mobile phone replacement and as such the retailer refused to be involved on a subsequent fault. Once you deal with the manufacturer directly (regardless of the hassle), the retailer have the right to stay out on any subsequent events.

        So, why risk this. Should insist dealing with TGG.

        • ChickenTalon on 17/04/2019 - 08:59
          +3

          If the retailer has refused to help (which is against the law for a major fault), and you do decide to go to the manufacturer then the retailer is still 100% liable.

          No way any fair trading organisation is going to say: The retailer misrepresented the consumer rights and the consumer fell for it, therefore any future issues are not the retailer's responsibility.

  • spackbace on 12/04/2019 - 07:33
    +10

    Talk to Samsung, pretty common that they just straight up swap them

    • 87percent on 12/04/2019 - 08:30
      +2

      The only issue is that they'll need to organise pick up and delivery, which can sometimes be difficult for people

      • vinni9284 on 12/04/2019 - 09:11
        +8

        Unfortunately, that is required for all of us if the TV breaks down or need replacement, to be present and give them access due to its size.
        Hopefully they'll replace it and you won't have any further issues.
        I have heard on some threads that Samsung even replaces TV's that are 5 years old so I think that there is a very good chance that you will get a brand new replacement.
        Cheers

        • Never Pay RRP on 13/04/2019 - 11:01
          +3

          I have heard on some threads that Samsung even replaces TV's that are 5 years old

          Just to provide some balance to this, I had an issue with a 3 year old Samsung TV (vertical lines too), called their support and was told it's "out of warranty" and all they would do is refer me to a service centre for paid repairs.
          Based on similar comments like the above about how great Samsung are, I escalated, but still got nothing.
          So maybe sometimes Samsung are good, but not every time…

          • brendanm on 13/04/2019 - 18:51
            +1

            @Never Pay RRP: Was it a $100 24 inch thing or a $3000 75 incher? Price pays a part on how long things should be expected to last. If you'd harped on about the ACL you'd likely have got a result if it wasn't a cheap tv.

            • Never Pay RRP on 20/04/2019 - 17:56

              @brendanm: $700 51 inch
              Probably on the lower end of the price scale, but I guess that is very subjective

          • stringbean402 on 13/04/2019 - 22:14
            +14

            @Never Pay RRP: I had about 4 months of pain recently dealing with Samsung on a TV warranty issue. Approx 3 year old TV, had speaker vibration issues. Was repaired once very early life for the same issue… slowly got worse over the last 2 years until i got sick of it and raised the problem with them again.

            Samsung straight up refused to replace/refund and insisted on repair the second time. After some back and forth I agreed to let them repair, repair agent came and collected TV, huge backlog, about 30 days later got the TV back and they had screwed up the edge-lit led component of the panel leaving a fairly large and obvious area of back-light bleed (assuming they mishandled whilst repairing/changing out speakers)

            Contacted the service centre and was told the lcd panel would need to be replaced…. waited to hear back. Finally told they couldn't source the panel anymore, referred me back to Samsung. Got back onto Samsung… case under review… weeks more of waiting.

            Finally come back to me… they say TV is out of warranty and can offer no further remedy. I respond WTF… you just repaired it and caused this issue… escalated back to a manager (this is all handled by the Samsung VOC team - VOICE OF THE CUSTOMER).

            Finally after waiting and waiting they offered a refund of original price paid… good outcome. Wait another week or so for them to send me the paperwork, sent it back, another week or so for them to book a pickup. TV picked up…. then about a 3 week wait for the refund to be processed.

            So good outcome in the end but my god were they painful to deal with… i had to push them really hard to get a resolution… even threatened to take them to QCAT at one stage because they were taking so long to make a decision, they didn't give a shit and simply gave me an address for service of documents.

            I think they purposely make the warranty process very difficult and time consuming so people just say fu^% it and give up. I will never but another Samsung product again. Not because the product is shit as all brands have similar rates of failure but because of their shitty customer service.

            For reference mine was a $4000 65" Samsung TV, 3 years old.

            Purchased a Hisense 65" P7 for $1200 with the refund, pocketed the rest. Better TV than what i had so worth the effort…. soooo painful though.

            • SJDR on 14/04/2019 - 11:59
              +2

              @stringbean402: This does not seem uncommon at all from Samsung.

              I had issues with my tablet recently and got a massive (profanity) around from their 'Voice of Customer' team.
              Reading the horror stories online it is clear they don't give a (profanity).

              Swore I'd never buy a Samsung product again (other than a mobile device) and have stuck to that - just bought a Sony TV over a Samsung based purely on my experience of their shitty service.

              • Beaches on 14/04/2019 - 13:25
                +3

                @SJDR: I had quite a good outcome, TV about $1400 worth under 12 months I think. They came out to look at it, if it was our fault we pay, if not they repair free.

                It was the motherboard, and a known problem, so we were confident.

                They didn't have the part to replace, and came out another two times with a part that didn't fit. They then told us they didn't have the part, so they orgnaised a full refund at the store we bought from.

                We replaced it with a Sony :)

            • nakahanap on 18/04/2019 - 10:55

              @stringbean402: @jg86tsv - after my last dealings with Samsung for a product which was in warranty and had a recurring issue where they repeatedly tried to claim the warranty period was one year (which was incorrect according to their own website, not to mention AC law), I won’t be purchasing another Samsung. Besides, the refurbished item I was given as a replacement has more issues than the original item.

          • lainey13 on 06/05/2019 - 20:17

            @Never Pay RRP: Same with me… not everybody has a great 'Samsung fixed my TV out of warranty no problems!' story unfortunately.

        • Fornax on 14/04/2019 - 21:25

          Father in law bought a Samsung 50inch plasma. It died got replaced with a 60inch plasma. It died got replaced with a 65 inch lcd all under warranty. Despite claims taking a long time the outcome each time was pretty good.

  • holdenmg on 12/04/2019 - 07:49
    +4

    Replacements and refunds

    When you have a major problem with a product, you have the right to ask for a replacement or refund. For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund.

    https://www.fairtrading.nsw.gov.au/buying-products-and-servi…

    Call 13 32 20 (8.30am to 5pm, Mon - Fri)
    https://www.fairtrading.nsw.gov.au/contact-us

    Also, if you paid via Paypal.
    Pay with your PayPal account and we can refund your return shipping costs if you need to send anything back – up to $45 per return and 8 returns each year.
    https://www.paypal.com/au/webapps/mpp/returns

  • [Deactivated] on 12/04/2019 - 08:31
    -5

    It depends on what is considered a major fault.

    Your quickest remedy will be to get it repaired by Samsung.

    • isthisreallife22 on 12/04/2019 - 09:13
      +8

      What a terrible outcome for the buyer.

    • one man clan on 12/04/2019 - 10:14
      +1

      Did you look at the photos? It's pretty damn major.

      Also how is it quicker to get it repaired than simply replace it with a new model or get a refund?

      • [Deactivated] on 12/04/2019 - 17:41

        Yes those options would be quicker, but neither of those options are available now are they? You other options are to make a complaint to consumer protection but I bet the TV would be repaired before they got back to you you could also take them to court but once again the TV would be repaired before you even set foot in court.

        I'm just saying in this situation you gotta work with the processes even if you think they are wrong. If you try to work outside of the process it just takes longer.

    • vinni9284 on 12/04/2019 - 10:16
      +4

      This is an LCD issue and can be replaced easily however if that was my TV and after owning this for 10 measly days, I would push for a replacement.
      Cheers

  • bogrolls on 12/04/2019 - 08:52
    +4

    Gday,

    Thanks for the feedback, the law in this place seems vague besides this bit. Surely it's covered ?

    **
    What is a major problem?

    A product or good has a major problem when:

    it would stop someone from buying it if they’d known about it

    **

    And

    **
    When you have a major problem with a product, you have the right to ask for a replacement or refund. For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund.
    **

    I guess if the consumer law does not entitle people to a refund/replacement if their brand new tv shits itself within 14 days then the law isn't much use in this case.

    I'll see how it get on.

    Cheers,
    Bogrolls.

      • thatonethere on 12/04/2019 - 09:46
        +4

        Yeah - we had a Samsung TV which had screen issues two weeks after purchase. I just rang Samsung direct and they shipped a new TV and collected the old.

      • one man clan on 12/04/2019 - 10:15
        +22

        The problem isn't Samsung it's TGG where he bought it - they should have replaced it.

        • vinni9284 on 12/04/2019 - 10:17
          +1

          Tbh, I'm very surprised that they didn't and I thought is was mandatory for a replacement within 14 days.
          Cheers

        • try2bhelpful on 12/04/2019 - 10:19
          +3

          True but sometimes it is just easier to talk to the organ grinder than the monkey. If I have an issue with my Apple devices I head straight to Apple and they just deal with it.

        • spackbace on 12/04/2019 - 10:20
          -3

          Yes that's a problem, but there's an alternate way to resolution.

          Why stress over TGGs actions when it can be resolved just as quick from Samsung?

          Honestly it's like some people love to stress and worry. There's no need in this instance.

          • mattyman on 13/04/2019 - 16:05
            +14

            @spackbace: Maybe because TGG should be following the rules too? I get that in this case it would be easier to deal with Samsung, but TGG should not get away with making up their own rules about customer returns.

            • spackbace on 13/04/2019 - 16:20
              -3

              @mattyman:

              but TGG should not get away with making up their own rules about customer returns.

              I never said they're innocent..

              • mattyman on 14/04/2019 - 13:40
                +2

                @spackbace: I never claimed that you did. However, the actions you are encouraging because "it's the easy way out", imply that you think it's ok for TGG to do this to their customers. If OP doesn't pursue them they'll just continue being douche bags to someone else.

                • spackbace on 14/04/2019 - 13:44
                  -4

                  @mattyman:

                  imply that you think it's ok for TGG to do this to their customers

                  Nope.

                  It's like me saying "the apple is not green" does not imply "the apple is red".

                  Just because I've said something, doesn't make the opposite a truth.

          • DARK KHAOS on 13/04/2019 - 16:19

            @spackbace: Yeah it has ended up a name and shame. TGG don't make televisions.
            Just contact samsung.

          • gimme on 13/04/2019 - 20:58

            @spackbace: Lol all too common. People love picking the 3rd out of 2 good options then go on the internet for a rant. ACCCCCCCC

          • Bargain80 on 17/04/2019 - 09:11

            @spackbace:

            Why stress over TGGs actions when it can be resolved just as quick from Samsung?

            Maybe because it could have been easier if TGG replaces or refunds it because they have physical store and OP can just bring it over and get it done in one day.
            As oppose to contacting Samsung over the phone and wait for few days for your case to be reviewed. Then you have to post it or wait for someone to pick it up. and then wait for the refund to be sent.

  • luffyex2010 on 12/04/2019 - 10:18
    +28

    The not so good guys lol

    • godofpizza on 12/04/2019 - 10:46
      +7

      now we know who the bad guys are.

  • voiletmay on 12/04/2019 - 11:38
    +8

    We had this happen with a Samsung TV and JB Hifi. Instant no fuss replacement.

    My friend bought a fridge from The Good Guys and had a similar problem, had to wait for a repair on a fridge that was a few weeks old. Lost food in the process, extremely difficult for her as she has mobility issues.

    Gee I don't think I will be buying anything from The Good Guys ever again.

    • akyeeeahdude on 12/04/2019 - 13:07

      That's strange about the fridge. I know Samsung have an agreement with major retailers that they will replace with a new one if a fault develops within 30 days. I bought a Samsung Fridge last year from Appliances Online and after delivery, it would constantly emit a very high frequency noise which was very annoying to be around/in the same/next room. Called Samsung and they told me of their agreement with major retailers and to call the retailer.
      Called the retailer and they swapped it no worries.

      • godofpizza on 12/04/2019 - 13:32

        how did you demo that the fridge ws constantly emit a very high frequency noise, was it happen every 5 minutes?

        • akyeeeahdude on 13/04/2019 - 10:42

          It would only happen when the compressor was active. Samsung and Appliances Online were great though - called Thursday afternoon, new Fridge delivered Monday and the old one taken. They didn't ask to witness the issue either.

    • Rescue 26 on 12/04/2019 - 16:22
      +1

      The Good Guys is owned by JB Hifi.

    • yvesmpicard on 13/04/2019 - 12:08

      Same here , Bar fridge Hi Sense packed up after a couple months The Good Guys Tweed Heads refuse to honour Hi Sense replacement /or Refund !!!!!!
      The BAD guys Tweed Heads 💩💩💩💩💩🤔😔

    • Ivegottadog on 14/04/2019 - 08:58

      Have similar experience with The Good Guys. Would not honour warranty and I had to jump through hoops etc.

      Have not bought from them since (and obviously still annoyed enough at their poor behaviour to post here)

      In my case contacted manufacturer and solved over the phone

    • TheRealCher on 04/07/2019 - 21:14

      I'm going through the same thing now. TGG are telling me because I bought concierge they will only repair but they can't say when the parts will be in.
      Entire computer plus inside back of fridge needs replacing. Major fault but they refuse to consider anything ekse because their chosen service person has said it's repairable.

  • bogrolls on 12/04/2019 - 12:18
    +16

    Gday,

    For the record I did contact Samsung, they ran through some diagnostics and said they need to send someone out to repair the TV - I said given the age I'd just like it replaced and they said the only way I can get it replaced with new is to do it through the good guys - I spoke to the Good Guys about that and that's detailed above.

    This I guess is what prompted me to start this thread, as far as not quoting the ACL - sorry if I've offended anyone but I have not had the same experience with Samsung as others have said above.

    Cheers,
    Bogrolls.

    • try2bhelpful on 12/04/2019 - 13:01
      +4

      That just sucks. Personally I would take it back and say you want a refund; but I am a bit like that. This is a major issue and you wouldn't have bought it if you knew.

    • MrFrugalSpend on 14/04/2019 - 10:58
      +6

      You are entitled to a refund or replacement.

      Show up at the counter of the good guys on the busiest day you can and drag in your big TV with a pre-written sign on it that says "this 2 week old TV bought from The Good Guys faulty" and loudly demand a replacement in front of as many customers as possible (bring photos along), loudly call out facts such as it is 2 weeks old and you are entitled to get a refund by law… they will give you one. Tell the truth to avoid slander acusations.

      If that doesnt work, standout the front with the sign saying The Good Guys wont refund my broken 2 week old tv to each prospective customer coming in … they will refund or replace it!!!

  • Cave Fire on 12/04/2019 - 13:51
    +2

    Wanted to add that Good Guys are separate franchises from what I know. You get good and bad customer service. Might be worth writing to the head office? I went in to a Good Guys for a catalogue item that was discounted by $20 and they hadn't changed their prices over. Refused to honour the catalogue price. Went down the road to another Good Guys and they had changed their prices over and honoured their catalogue price.

    • solidussnake on 15/04/2019 - 07:25
      +3

      They aren't separate franchises they got bought out by JB Hifi a few years ago… Most should be adopting JB's way of refunds and abiding by the ACL. Sounds like the training ins't working well for the GG

    • Gareth on 15/04/2019 - 11:04
      +1

      The last 'Joint Venture' stores were purchased by TGG prior to JB buying TGG.

  • salbar on 12/04/2019 - 14:03
    +11

    I bought a Hisense TV in 2013. In 2016, my TV's screen had a similar problem to this Samsung TV's. I rang HISENSE hoping that I could get it repaired paying little money. But, HiSense told me the warranty period is going to expire in 9 days, so it is still covered. They also said that they dont have stock of the same model, so I will receive a current year's model. So I got a brand new TV which was much superior version of the old broken TV. I thought Hisense would be doing some dodgy response, but it was not. I now prefer Hisense when buying white goods!

  • garetz on 12/04/2019 - 14:07
    +1

    The good guys is an oxymoron, especially when it comes to warranty.

    • Charity on 13/04/2019 - 18:23

      *That's not an oxymoron. (Unless you are a hardcore feminist that thinks no male can be good) Just sayin'

      The word you want is euphemism. (the company is run by bad people) lol

      • Typical16-bitEnjoyer on 14/04/2019 - 13:58
        +13

        Lol, you correctly indicated garetz's use of oxymoron was wrong, but then stated incorrectly that it's an euphemism. Just lol. Irony.

        The word you were searching for is Misnomer.

        • wozz on 16/04/2019 - 16:12
          +2

          I don't even know if this is true, still made me lol. I'm more comfortable using simple words such as good and bad.

          • Typical16-bitEnjoyer on 16/04/2019 - 17:02
            +2

            @wozz: Happy to assist. Google is your friend.

            Oxymoron - a figure of speech in which apparently contradictory terms appear in conjunction.
            ie. 'falsely true', 'awfully good'

            Euphemism - the substitution of a mild, indirect, or vague expression for one thought to be offensive, harsh, or blunt.
            ie. 'Passed away' instead of 'died', 'Letting someone go' instead of 'firing someone'

            Misnomer - an incorrect or unsuitable name or term for a person or thing, or, the act of applying a wrong name or epithet to some person or thing.
            ie. 'tennis elbow' - an injury not usually resulting from tennis,
            'french horn' - not french
            'guinea pig' - not a pig
            'good guys' - not good when it comes to warranties ;)

  • bogrolls on 12/04/2019 - 14:17
    +10

    Just for anyone interested, I contacted fair trading who said that I am absolutely entitled to a refund or replacement and that if Good Guys don't offer one to lodge a complaint and they'll get it sorted. Fair trading also said they can't push me to resolve the issue with the manufacturer and that the transaction was between myself and the good guys.

    I spoke to the Good Guys, again in a respectful manner they said that the advice from fair trading is wrong and that until Samsung has been out to try to fix or assess the TV that it can't be considered a "major fault". I asked if it mattered what I thought as the customer as to whether it was a major fault or not, he said no that it doesn't matter what I or the good guys think and it's up to Samsung. He also said Samsung need to inspect that I have not damaged the TV in any way to cause the issue.

    It looks from others comments I'm really going to not have much choice other than get Samsung in to repair it, I thought they might of changed their tune a little bit after me contacting Fair Trading but clearly as a retailer they know what they can and can't get away with so tough luck.

    • godofpizza on 12/04/2019 - 14:28
      +1

      sounds more like a they need to send a tech guy to confirm that the is has a major fault before they can do more about it. have you spoken to samsung yet or did they give you a reference to a repair place?

      • try2bhelpful on 12/04/2019 - 14:31
        +1

        The joke will be if the tech guy comes out, can't repair it then recommends you get a new TV after all. We had a Bosch fridge that had a problem and the guy just walked in the door, told us the range was a dud and then ordered a new model version for us.

    • try2bhelpful on 12/04/2019 - 14:29
      +24

      I think that the Good Guys people are out and out, lying to you. Personally I would be lodging the complaint with the Fair Trading guys and let them loose on the Good Guys people or just take the TV back and demand your money back. However, given that would probably just be bloody minded, maybe getting it repaired is the answer.

      Another thing to do is to put up a posting on something like Product Review detailing what has happened to you, including that they are defying what the Fair Trading people are telling you. You can do these reviews for both the product and the individual companies. I would also be sending off an email to head office detailing what has happened to you. If nothing else doing all of this will, probably, help to get it out of your system a bit :).

      I like being able to buy things onshore from a Bricks and Mortar store but this only works if they actually provide service.

      • rompastompa on 12/04/2019 - 15:55

        I think that the Good Guys people are out and out, lying to you.

        Those vertical lines are often caused by physical damage. GoodGuys have not seen the TV yet, why would they 'promise' a replacement? It's hearsay until someone has inspected it. Samsung are the ones who will do the warranty repair, and also authorize a replacement if necessary.

        Now, the Sales guys probably could have helped better for Bogrolls to understand the procedure, and say it's quicker to go straight to the manufacturer.

        Alternatively, Bogrolls will need to take the 65" TV back to GoodGuys, have it sit there until Samsung tech comes out, then sit again in the warehouse until Bogrolls picks it up.

        The majority of people will want the easiest and quickest solution (Samsung Tech call out). Some people, like myself and Bogrolls, will not be happy with a now 'refurbished' TV, but we will need to do the leg work (Moving the 65" TV twice, wait a longer period before repair or replacement).

        Usually, DOA replacements are within 7 days.. providing it was actually a warranty issue not physical damage.

        • try2bhelpful on 13/04/2019 - 12:05

          yes, they can be caused by physical damage and yes, I do agree with getting Samsung to check out the TV but telling the OP that he can't have a replacement, or a refund, for a TV with a major fault is a lie.

        • Xebozone on 17/04/2019 - 10:11

          I've fixed TVs with those lines.
          Usually it's corrosion on the cables that deliver the signal to the LCD. Could have been caused by bad manufacturing, moisture. I wouldn't expect that the OP has physically hit the screen.
          The LCD will need replacement if the cables cannot be replaced, which is usually the case.

          Also, I think it goes without saying, don't spray your TV with cleaning liquids. Number 1 cause of these issues.

    • FloatingPoint on 12/04/2019 - 14:55
      +9

      I thought they might of changed their tune a little bit after me contacting Fair Trading

      They will when you lodge a complaint.

    • garetz on 12/04/2019 - 15:37
      +10

      How about actually making the complaint to fair trading instead of folding.

    • whooah1979 on 12/04/2019 - 18:23
      -3

      they said that the advice from fair trading is wrong and that until Samsung has been out to try to fix or assess the TV that it can't be considered a "major fault".

      NSW Fair Trading doesn't have the power to force the retailer to provide a remedy. The retailer have the right to have the good assessed by a qualified technician before providing a remedy.

    • justinh93 on 13/04/2019 - 22:49
      +2

      call their bluff and get fair trading involved. Definitely lodge a complaint. I would 100% expect a new TV if this was the case.

      We have bought many TVs for our business, and the retailer we buy them from always take it back and give us a new one if there is an issue, ie DOA, even though as a business transaction we have less rights than a consumer transaction.

  • rompastompa on 12/04/2019 - 15:46
    +3

    they'd be out of pocket and have to throw it in the bin.

    They're not wrong. They're not going to be able to sell a 'refurbished' one as new. They need authorization from Samsung to replace. Once they have that, then they can replace.

    The problem I see, is (due to the size), you're not taking it back to Good guys so they can physically see the issue, and get an RMA from Samsung.

    Go back to Good Guys and say if you brought the faulty TV back, will they be able to follow it up with Samsung to get a replacement. Say you're happy to leave it with them for a few days. Reinforce you are after a replacement TV as you do not have faith with refurbished/replacement parts.

    Once GoodGuys physically have the TV, it will be in their best interest to sort it out ASAP due to the size of it in their 'techshop/warehouse'.

    And yes, you're right - within the first 12 months, the reseller cannot force you to deal with the manufacturer, that's their job.

    TL/DR:

    1) Get Samsung to repair onsite
    2) Take back to GoodGuys and leave there for potentially a few weeks. You'll likely get a replacement TV out of it sooner than that though.

    • bogrolls on 12/04/2019 - 16:39
      +9

      Old mate from the Good Guys really didn't want me to take it back in, he said it would take longer for him to sort out than Samsung come and check it at my home. I'm worried that they will say because I transported it not in its original packaging that I damaged something or other and say the issue is my fault, so that's my only hesitation from taking it back.

      On phone to Samsung and having issues now because they said someone will come to my house and pull it apart to find out what's wrong, I said i dont want anyone pulling it apart as it's brand new and want a replacement. They said I could have a replacement but it would have to come from Good Guys. Samsung actually called the manager of the good guys store while I was on the line and he wouldn't budge, said he wants it assessed by Samsung before he'll do anything.

      Now the Samsung case has been escalated and I believe they're going to process a replacement, I've just had to provide them proof of purchase which I've done so I'll update and see how it goes from here.

      Cheers,
      Bogrolls.

      • try2bhelpful on 12/04/2019 - 16:59
        +5

        Thanks, keep us updated. Hope it works out for you. Sounds like Good Guys needs to be scratched off the list. I hope this bad publicity has been worth the price of the TV.

  • bogrolls on 13/04/2019 - 07:06
    +2

    Well I was told if I sent the proof of purchase yesterday arvo I would get a follow up call today so see how it goes.

    Interestingly enough the issue with the TV has now gone intermittent which might just complicate things. Seems like it comes and goes, I havn’t physically touched the TV at all. Last night when i turned it on the TV didn’t have the lines but they appeared about 5 minutes later and stayed no matter what.

    This morning I’ve turned the TV on and they’re not there but i expect they’ll pop up any minute now.. Hopefully this doesn’t add anymore complexity to it.

    **Edit, came back after about 20 minutes..

    • mattyman on 13/04/2019 - 16:13
      +1

      Sounds like a dry solder joint to me which would be under warranty.

    • justinh93 on 13/04/2019 - 22:50
      +7

      record it!

  • x2r9ypbj on 13/04/2019 - 09:11
    -1

    GIVE THE GOOD GUYS THE FLICK TELL ALL YOUR FRIENDS TO BOYCOTT THEM I BET THEY WILL CHANGE THEIR TUNE
    STRAIGHT AWAY. GIVES THE GOOD GUYS A BAD RAP LIKE THE BAD GUYS

    • whooah1979 on 13/04/2019 - 09:32
      +1

      TGG have been good to us for as long as we can remember. We'll keep supporting the as long as they offer the best prices.

      • bogrolls on 13/04/2019 - 10:33
        +2

        I've had a good run with them too actually but with that being said none of the gear has ever needed a warranty call. After this I'll give one of the others a go.

    • mattyman on 13/04/2019 - 16:35
      +5

      Is that you Gerry Harvey?

    • Charity on 13/04/2019 - 18:28

      They already have that reputation, yet folks still go there. Same Harvey F'ing Norman. lol You can't help folks that don't want help themselves. lol

    • gimme on 13/04/2019 - 23:26
      +2

      Username checks out

  • RecklessMonkeys on 13/04/2019 - 10:05
    +1

    I wonder what would happen if each of us called TGG and told them we thought that this was unacceptable?

    • Charity on 13/04/2019 - 18:30
      +8

      They would take the phone off the hook, have a good laugh, crack open a beer and carry on as usual

  • bogrolls on 13/04/2019 - 10:31
    +24

    Just another update to say I have formally lodged a complaint with Fair Trading against TGG. Whether Samsung fix it or replace it I still do not agree that they've traded following the rules of Fair Trading, particularly given I've contacted Fair Trading and they have told me what I am and am not entitled to. I'm happy for others here to disagree with me, we're all entitled to our opinion right ?

    Unfortunately to this date I too have had a good relationship with The Good Guys, prior to this I've purchased 5 tv's from them, a samsung galaxy tab, 2 go pros, a microwave, my washing machine and my drier. They're local and conveniently located for me and prices are competitive. 5 tv's sounds excessive but my dealings with this store go way back to CRT days.

    The manager was completely unapologetic, argumentative and generally speaking quite hard to deal with. Not once did he say "gee that's shit i'm sorry that a new tv has died so quickly" or anything like that. That's probably my reflection because we were arguing and I was not getting my way. I expect he knows full well what he can and can't get away with so I don't think anything will come of it but I've lodged the complaint anyway, it's bullshit they can sell stuff that lasts 10 days and don't have to replace it without the manufacturer pulling it apart and giving them 'permission' to do so.

    • justinh93 on 13/04/2019 - 22:50
      +7

      which good guys was it?

    • Ivegottadog on 14/04/2019 - 09:05
      +1

      You may want to contact Choice.

      They can act on behalf of consumers - regularly report on following up and remedying situations like this

    • Viper8 on 14/04/2019 - 14:16
      +5

      What he is telling you is a breach of your consumer rights under ACCC law. It is illegal. If this is systemic this is the sort of thing that lands companies in court with the ACCC. Good on you for lodging the complaint.

      • diddy50 on 17/04/2019 - 10:50

        Like MSY

    • syousef on 17/04/2019 - 13:12

      Send a copy of the complaint and the number etc. to TGG head office.

  • 82norm on 13/04/2019 - 12:23
    +5

    Sorry to hear the bad news. I’d be ditching that place once this is sorted. Customer loyalty obviously means sh1t to them.

  • Dazbug on 13/04/2019 - 16:53
    +12

    Don't forget to leave plenty of negative reviews online for this store. Name and Shame them and the manager on review websites and google reviews to warn others. Very disgusting, quick to sell you something, them when they have the $, don't want to know you. Sometimes getting the cheapest prices isn't always best when you have terrible service like TGG

  • dumvamp on 13/04/2019 - 18:34
    +9

    As a person who has dealt with samsung warranty and repairs for years (read +8) …

    If samsung are ok with the fault and telling you to seek a replacement through the store then that is the end of it.

    if samsung are happy with photos and an invoice then that is the end of it.

    They used to rely on their reps to do the leg work and it was up to them to make the call and issue paperwork on site at the store/repair agent/customers house, but about 6 years ago they turfed most of the reps and went to Samsung service team only. Now the process is pretty much the same now but it just means the photos get sent to them and they ok it after the STORE verifies the fault.

    If Samsung has called the manager and he is still REFUSING… then the Manager has something to hide. His refusal to exchange is well and above the warning point.

    He's either done one too many dodgy returns and is being watched by samsung returns or his own upper management. I have seen many franchisees who have lost their business due to too many dodgy returns or upsetting a supplier too often with bogus claims.

    The other underlying assumption here is that the TV was legit and brand new and had never been mishandled, maybe…. just maybe… it wasnt.

    I've seen too many cases of dodgy claims where the staff, store, or manager themselves were directly related to the fault. A switched claim number here or there, a damage allowance issued against a TV with improper credentials, sometimes even a TV that was actually received by a store but "somehow" the paperwork said it didnt so it was fully credited back to the store.
    Now in situations like these… The store CANNOT EVER raise a claim or fault against that unit because THEIR paperwork must be provided to the supplier. At all costs the customer must be made to deal with the fault, because the store paperwork is not required.

    Now I'm not saying he is a dodgy pr*ck, but he is.

    If the fault can be verified and everything looks physically spick and span then samsung cannot accept the fault and once it's in their possession then turn back around and blame the store or the customer. this is a risk they accepted when they got rid of their reps.

    Lodge the claim with fair trade, once you do you, use that info and provide it to good guys corporate and also post it on their Facebook and Twitter. TGG have their own ppl who monitor their feeds and will flag it as a severe problem and draw attention to the area manager. The area manager is required to inform ALL upper management and send a please explain to the store manager. The ACCC will also contact the store and upper management directly to enquire about the complaint and ask for all the info to be provided. Once all parties are in the loop you will find the matter with be sorted out pretty quickly.

    I can almost foresee… free delivery, exchange and setup of the new unit and a gift card in your future… Oh and probably a new store manager.

    Again… Been there.. Seen it happen.

    • bogrolls on 13/04/2019 - 19:20
      +5

      This is a very interesting read. The manager did complain a lot about Samsung being hard to deal with and kept repeating “I’m their customer too and they are the worst to deal with”, said they’re pedantic and difficult.

      To be honest I very felt much like saying if he doesn’t like them he shouldn’t sell them, he said they were far the worst to deal with of his tv suppliers.

      Maybe you’re right there might be history there.

      Cheers,
      Bogrolls

      • Japius on 13/04/2019 - 22:09
        +2

        The stores trading terms with Samsung aren’t the customers responsibility, don’t let the, try and sway you, if they’ve agreed to crappy trading terms that’s on them

      • syousef on 17/04/2019 - 13:16

        "Thanks for selling me a TV from a manufacturer that's difficult to deal with."

      • drfuzzy on 18/04/2019 - 14:32
        +1

        You are a customer protected by Australian consumer law.
        They are not a customer protected by Australian consumer law.

  • brendanm on 13/04/2019 - 18:53
    +1

    I'd personally prefer if someone came around and replaced my tv than having to drag the stupid thing back to the store, then having to take the new one back, put it back on the wall etc.

    • bogrolls on 13/04/2019 - 20:21
      +2

      Yep you’re right, but if I had to do it to get a brand new unit I’d consider it.

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