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:

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Cheers,
Bogrolls.

Electrical & Electronics

Related Stores

The Good Guys
The Good Guys

Comments

  • Thrillhouse87 on 17/04/2019 - 02:11

    Curious, when you called Samsung support, did you get a text message with your reference number along with the details of your local repairer who come out to inspect the TV? if so have you contacted them directly to organize the time and day they will come out? With my TV this is all it took. I spoke to Samsung around 10/11pm on Thursday, and when I didn't receive a call on Friday(my fault as I changed numbers) I called the repair center directly on Monday and they booked me in for inspection the following day.

    I read you've tried talking to Samsung on twitter and are awaiting calls, but it should only take 1 phone call Samsung support to get the local repairers details and your reference number, then another call to the local agent who will actually come and fill out the report for you.

    • bogrolls on 17/04/2019 - 05:51

      Nope I didn’t receive anything like that, once I started saying I wanted it replaced not repaired it seems like that created an unhandled scenario in their process as fair as I can tell. I do have the ticket ID and can call their customer care line, which I’ve done no less than 7 times I’d say but at present all I get is that it’s escalated to the highest it can go and sitting with VOC - where it’s been since Friday.

      Samsung on Twitter can’t/won’t do anything, good guys won’t do anything, Samsung call centre just say it’s sitting with VOC and I guess I just have to wait my turn. VOC means voice of customer I think, ironically putting it into this mode seemed to slow everything down as far as I can see - which is not what I’d expect from the “highest level” (as told to me by Samsung twitter account) it can go.

      Retailer has effectively completely washed their hands of it from the beginning which I guess is the main disappointment.

      • Maxdax on 17/04/2019 - 06:06
        +1

        I’m dealing with VOC at the moment with a similar issue but for a much older TV (comparatively) than yours. They are a PITA and their first response has been to shrug off all responsibility for the fault and offer no assistance. Not the easiest bunch of people to deal with. I did however hear from VOC within 24hrs. Here’s the escalation link I used

        https://contactus.samsung.com/customer/contactus/formmail/ma…

        • bogrolls on 17/04/2019 - 09:06

          I took your advice and wrote there. Funnily enough after pressing the send button at the bottom a dialogue box comes up that says "Page Unauthenticated Calls" and it just throws me back to the original contact screen.

          Might be broken or might not like firefox, I'll try another browser.

          Cheers

          *Edit : worked fine with IE.

      • Roman Sandstorm on 17/04/2019 - 17:35

        @bogrolls

        You may be disappointed with Samsung's responses, etc. But keep in mind that 99% of the responsibility and fault here is the completely unlawful and unreasonable behaviour of the retailer.

        Despite Australia's generally pretty good consumer laws, it still goes to show that if one is arrogant enough, if one is dismissive enough of basic (not even decent) customer service, then one can still get away with outrageous and unethical practices.

        And unfortunately, for any kind of justice (which you will ultimately get by going through Fair Trading, etc), it will be a long and tiresome road, and for you, a significant effort.

        Your current path, of talking to Samsung, waiting on their tech, hassling regarding disassembling in your house, may well lead to (one hopes) a replacement TV. But there is no compensation for the stress, the weeks of hassling, and the sense of outrage directed towards your appalling retailer. And once it's replaced, there is nowhere else to go to get any 'justice'. You've got your replacement, so shut up! Hence, basically, they get away with it.

        Sigh.

  • [Deactivated] on 17/04/2019 - 06:17
    +1

    I really hope you get this sorted quickly. Had an awful experience way back with a Galaxy S2 and promised never to buy Samsung again - poor design, poor quality and unwilling to accept warranty. Judging from the washing machines setting houses on fire, phones blowing up and some of the comments here that was a good decision.

    • TEER3X on 17/04/2019 - 06:44

      Every brand has lemons, it's unfortunate you've had bad luck with Samsung. They normally make really good products.

    • SJDR on 19/04/2019 - 11:06

      Their fridges are riddled with problems looking at their fb page too.
      So many stories of people being fobbed off by their shocking customer service.

  • DeeTrance on 17/04/2019 - 14:38
    +1

    When I had an issue with my 4 year old TV (purchased with a 5 year extended Warranty), The Good Guys sent a tech out to inspect the TV. The tech wrote up a report saying that the TV was unrepairable; then The Good Guys told me to come in store and select a new TV, to the same value as what I originally bought the dead TV for. The treatment you received doesn't seem right.

    These days I buy everything at Costco; it's an easy swap over if you can demonstrate what's wrong with it, new for old even if the TV is 5 years old and you didn't buy extended Warranty.

    • bogrolls on 17/04/2019 - 15:36

      It would of been great if a good guys tech came out to check it - that would of removed any need to go through what I have. I guess this particular store doesn't offer that service, or probably given the amount they went on about Samsung being hard to deal with they might do it for other TV's and just not Samsung TV's.

    • idonotknowwhy on 17/04/2019 - 15:44

      Does Costco ship?
      I was going to use TGG but this thread has scared me away.

  • bogrolls on 17/04/2019 - 15:34

    Just an update, Samsung VOC did reach out to me. They said they don't know if the assessment means the tv will be disassembled and that's between me and the technician, so hopefully they don't have to pull it apart to see that it's (profanity) I guess. When outlining again that if it's pulled apart I expect it to be replaced they said no worries just wait until the guy comes out so we can see what's wrong with it. I've no idea why this couldn't of happened last week.

    • Maxdax on 17/04/2019 - 17:55

      They will come to have a look and prepare a report that's it. They don't do anything on the spot. I went through all this on Monday

    • Gareth on 17/04/2019 - 18:29

      If were me, I'd have given up on the replacement some time ago, and would have made the choice to get a refund. - all the while making it clear to TGG's manager that you're heading to Harvey's to buy the replacement.

      • bogrolls on 17/04/2019 - 18:48

        See how we go, I’ve given up no options.

        The tv is in perfect as new condition and was handled very carefully, the whole fiasco has been a Fkn joke.

  • Seni0r El Cheapo on 17/04/2019 - 18:08
    +3

    My story - bought a TV from harvey norman. Didn't open it for two days and on the third day, when I opened the box, speakers were not working.

    Put it in my car, and went to the story, asked politely what is the process of having it fixed, the sales guy said, why would you want it to be fixed? We will give you a new one.

    Issue solved.

    • MarsTitan on 17/04/2019 - 18:25
      +3

      That is hardly normal.

      • OzBrogains on 17/04/2019 - 22:35
        +2

        Legit question and no judgement in your answer, but are you saying that just because you're part of the groupthink that enjoys bashing a controversial retailer for the sake of it? Or are you speaking from actual experience.

        I don't see eye to eye with their CEO but my experience with Harvey Norman shops (which are all individually franchised mind you) after purchasing a product has been nothing but exemplar.

    • bogrolls on 17/04/2019 - 18:45
      +2

      That tops, wish I bought this at Harvey Norman’s.

      No more good guys for me. The after sales service has been completely woeful.

    • hippyhippy on 18/04/2019 - 10:05
      +1

      Had a similar experience with hn castle hill for a couple month old earphones. Exceptional service. I generally dont recommend hn but their castle hill store has always been good to me the few times I've bought stuff from them…. the gordon store on the other hand…

  • justinh93 on 17/04/2019 - 18:33
    +6

    It's crazy! I messaged the good guys on FB to tell them to check out this thread yesterday. They responded that they were well aware of this thread, I am surprised that they still haven't resolved this for you.

    • bogrolls on 17/04/2019 - 18:50

      I brought it to their attention myself on Twitter I think too. I guess I’m a lost cause or just not worth the time.

      It’s been a total joke from the moment the issues started.

  • [Deactivated] on 17/04/2019 - 18:53
    -2

    Just either return it or call samsung, if you want the tv repaired ot replaced i'd suggest samsubg since gg must go to samsung anyway for tphese things. had problrms with dyson and they respond efficiently and effectively

  • bogrolls on 17/04/2019 - 19:18

    So I just received an email saying I had to have this signed and presented to the technician for them to assess my TV.

    https://1drv.ms/b/s!AtqX8viwTlTfjQ4Pv_4juRPuJ_Aa

    "Samsung Electronics Australia Pty Ltd
    (ABN 63 002 915 648) (Samsung)
    Carry In / In Home Repairs
    (Repair Notice)"

    So it's pretty clear to me that in order for me to progress Samsung want me to sign away my rights to a replacement or refund and accept that refurbished parts might be used to fix it. Why should I have to sign that to get my brand new TV assessed ? Not happening.

    Cheers,
    Bogrolls.

    • BertieBrown on 17/04/2019 - 20:38

      The link doesn’t work, it might just be my phone though? What does the email say?

      • bogrolls on 17/04/2019 - 20:46

        It’s a bloody repair consent form. Says they have the right to use refurbished parts and so on and that I need to sign it and hand it to the technician before they will do anything.

        • Maxdax on 17/04/2019 - 21:41

          They don’t ask anything to be signed when they visit you -just FYI. They might ask you to sign the assessment report which they will prepare when they visit you. Also keep your invoice handy, they will need to see it

          • bogrolls on 18/04/2019 - 05:23

            @Maxdax: Righteo thanks, VOC said all I needed was the invoice and that it will be assessed so no need for this form I guess.

            Im a bit lost why the invoice is needed but whatever, it’s not like it’s hard to show them a copy. They’re assessing a tv with the serial number as reported, dunno why proof of purchase is needed again.

            • Maxdax on 18/04/2019 - 06:01
              +1

              @bogrolls: I got a call from VOC last evening and the person said - as per assessment, we agree you have a major issue. Unfortunately we don’t have the parts to repair it. Samsung is unable to help you. End of story. I’m thinking of going to NCAT now

              Proof of purchase to show you are the original owner and not bought off gumtree etc ( that’s what I was told)

        • Thrillhouse87 on 17/04/2019 - 22:47

          I signed this exact form when the tech came, I asked him if they would be using refurb parts on mine, but he said no as they didn't have them for such a new unit anyway. Its a typical repair consent form that companies who may use refurbished parts must have signed before carrying out any work. I wouldn't worry to much about signing.

  • giventofly on 17/04/2019 - 19:54

    I am confused why this is going on for so long. Can you not tell TGG that you'll be raising a case with Fair Trading, etc.?

    Has that been done? This is really woeful customer service. It's good that you're being so steadfast - others wouldn't bother which erode our rights. Do not let the technician repair it. If it's 10 days old, you're guaranteed a new one or refund (go for refund and buy from JB, same company, but better customer care)

    • bogrolls on 17/04/2019 - 20:10

      Yes I did log a complaint with fair trading, goodguys said they have offered me the remedy of Samsung assessing it though. Honestly they didn’t have any interest at all in what Fair Trading has advised me, I’m waiting patiently for Fair Trading to actually get involved - I can’t see how treating a customer like this is lawful.

      I’ve had to contact Samsung so many Fkn times now and they havnt assessed anything, and by the last thing I can see above they’re probably still not going to do it if I don’t sign that repair form.

      Not much of a remedy being offered as far as I see it, protecting their own ass after selling me a faulty tv making sure everything is right with their manufacturer/supplier before giving two shits about the customer.

      It’s gone on too long, TGG and Samsung after sales support are a complete joke. Anyone who’d still consider buying a Samsung product from TGG please read this and make a better decision than I did. Honestly I feel like taking the tv out the front of the house, painting it bright yellow like a lemon and wall mounting it on the side of their store with a battery drill.

      • pulpfiction on 17/04/2019 - 20:28
        +3

        Mate this is terrible. You've given them more than enough time to find a reasonable resolution for you. Time for a charge back. You can always offer to repay them once they replace the TV.

        • bogrolls on 17/04/2019 - 20:37
          +2

          Whatever broken relationship TGG have with Samsung needs to be repaired or TGG should just stop selling Samsung products to their customers.

          Fancy needing the Fkn manufacturers permission to replace something that’s so obviously faulty. Why would you even sell their products.

  • Dorminate on 17/04/2019 - 20:56
    +1

    You should gather few people from this thread, pack the tv, head to the store and make a scene. I’m not even kidding. Are you in Melbourne?

    • [Deactivated] on 18/04/2019 - 07:20

      Don't forget to take a copy of the Australian Consumer Law too and read it out loud in front of them :)

  • chk on 17/04/2019 - 23:51

    I doubt the retailer can refuse to help and ask you to go to the manufacturer. Can you name and shame this TGG branch please? Samsung seem to want to help but the TGG…..

    • megaclix on 18/04/2019 - 00:18

      OP already named the store somewhere as being in Maitland, NSW.

  • bogrolls on 18/04/2019 - 07:18
    +10

    Just because I was bored.

    TLDR ?

    10 day old tv did this

    https://1drv.ms/u/s!AtqX8viwTlTfjRAKp9mMkT03zJ2C

    7 days later still trying to get a resolution.

    Contacted The Good Guys - Said go to Samsung.
    Contacted The Good Guys complaints line - Said call the store.
    Contact Fair Trade - said i'm entitled to a replacement or refund and if TGG don't comply lodge a complaint. Done.
    Samsung - have been terribly slow to deal with, been on hold waiting for 45 minutes at least once and then phone disconnected. Constant "call you back within X" and have not done it most times. Have been told multiple times if I don't accept a repair they won't do anything.
    Samsung CEO contact form used - finally got a response from VOC (Samsung voice of customer) Wednesday, after being told on Friday I'd hear on Saturday
    Contacted Samsung on Twitter - Told me I'd get a call in 24-48 hours on Sunday. I didn't. Chased again Wednesday, got a call Wednesday afternoon.
    ME - This TV is 10 days old and this is a major fault, I'm entitled to it being replaced with new or refunded.

    Note: DON'T BUY SAMSUNG PRODUCTS FROM THE GOOD GUYS, YOU NEED A RETAILER WITH A DECENT DOA PROCESS BECAUSE BEING HANDED OFF TO SAMSUNG MEANS THIS MESS HAPPENS. THE GOOD GUYS HAND OFF DOA ASSESSMENT TO SAMSUNG AND WASH THEIR HANDS OF IT.

    • syousef on 18/04/2019 - 07:57

      You'll eventually get a resolution from Fair Trading but it might take 2-3 months. If you get the option through fair trading I'd take the refund even if they fix the TV.

    • Roman Sandstorm on 18/04/2019 - 10:28
      +8

      As I have said before, I'm sure this will ultimately be resolved.

      You, and others, keep discussing Samsung, and their support, etc. This is where you have made a strategic error. You should NEVER have contacted Samsung. You should have no dealings with Samsung at all.

      The complete, total responsibility for this issue lies with the retailer. When the manager pig-headedly refused to refund/replace, and carried on about his business's relationship with Samsung, etc, you should have just said "Not my problem. I'm contacting Fair Trading."

      However, now, by attempting to 'do the right thing', by coming half way to meet the retailer's unreasonable and unlawful demands, you have now muddied the waters.

      With the fullness of your story I'm sure you will ultimately get either a new TV or a refund, however… now that you have involved Samsung it makes it much easier for the retailer to further obfuscate, and confuse (and outright lie). Meantime, your energy is directed at the sideshow (ie Samsung, their forms, their technician, etc), which is exactly what the retailer wanted in the first place.

      As @syousef says below, expect 2-3 months before a resolution through Fair Trading.

      This may seem excessive, but they have to investigate both (all) sides of the issue, they have to allow time for parties to respond, possibly arrange conciliation, etc. There are statutory time periods allowed for response, etc.

      AND THIS SHOULD ABSOLUTELY BE THE CASE.

      We want a system of legal process. A system fair to all parties. A system whereby ordinary consumers can take on large corporations and attain fair remedy, without massive legal complications and concomitant fees.

      You are unlucky. Unlucky to get a dodgy TV. Generally Samsungs are one of the better and more reliable models. Unlucky to have had to deal with an obdurate (and deliberately willfully misleading and obstructionist) store manager. Again, thousands of people every day have excellent retail experiences at Good Guys, all over Australia. I am certain it is not a deliberate policy of GG to have such egregious customer service as that you have experienced.

      And I know it's no consolation to you that you are unlucky.

      • gimme on 18/04/2019 - 10:46
        +1

        and here's 1% of the Ozbargain community (or even the general population) who know what they're talking about and can articulate in a coherent manner. Out of XXXX responses you generally get a handful of helpful and practical advice. Just need to sit back for a week before taking any action based on the 99% of the mostly nonsense on forums.

      • bogrolls on 18/04/2019 - 11:23

        Gday,

        Thanks for your response. I agree with what you've written, it's tough to think that this is my fault but I definitely do accept that handling things differently yield different outcomes - that's life. My choice and path here may not of been the quickest but I think this whole "we don't DOA it until Samsung themself assess it" is what appears to differ between retailers.

        Thinking back the store manager said he will not do anything until Samsung come to my home and inspect it and said to give them a call to sort it. I argued a bit about can't it just be replaced because it's so new etc, he went on about Samsung and so fourth and them having to see it because they're pedantic and whatever else.

        He said it would be quicker for me to call because then I could deal direct and not have him trying to organise it in the middle. Hind sight is a wonderful thing and of course had I of known it was going to turn into a shit mess I would of told him to do it himself.

        Also don't forget I did also escalate to the head office TGG who told me to go back to the store. Seems to me like like they thought the store managers actions were fair enough.

        Bit of a tough one.

  • gimme on 18/04/2019 - 07:35

    Part of the problem is maybe because you're regional. Good luck.

    • bogrolls on 18/04/2019 - 08:31

      You might be right but the only regional people involved so far have been TGG from what I know.

      Who knows, I’ve been beyond patient and fair.

  • Daedalus on 18/04/2019 - 08:42

    Just demand a refund for a major fault. Then buy another one. No advantage in asking for a replacement as you have found

  • nedski on 18/04/2019 - 09:11
    +1

    Ok this has gone on long enough.

    This is a major failure and you are entitled to a refund or replacement and not a factory refurbished one.

    Rock up in store with the ACCC website on your phone and RECITE to them about your rights under the Australian Consumer Law in regards to refund, replacement and repair. Advise them that this is a major failure and you want a brand new TV or a refund.

    Then advise them that you have made a complaint to Fair Trading and will also be making a complaint to the ACCC (DO THIS! TRUST ME). Also advise that you will be providing copies of written correspondence to the ACCC when you make your complaint.

    Also tell them that this has gone on too long and if it continues, you will enforce your consumer rights through NCAT (I am assuming you are in NSW).

    After all that, ask them if they are now willing to give you a refund or a brand new TV. If they continue to say no, then walk out and do what I have outlined above.

  • ChickenTalon on 18/04/2019 - 09:25
    +2

    You've more patience than me. I'd have filmed the issue with the TV, made notes of all contact with staff and attempts to get a refund. Including telling them you'll be doing a chargeback. Then simply requested a chargeback from the bank.

    I can't see the bank siding with the retailer, they're in clear breach of the law.

    • RocketSwitch on 18/04/2019 - 10:12
      +1

      The chargeback is a great idea, do this!

  • RocketSwitch on 18/04/2019 - 10:09

    Damn son, that is bad. Should have purchased a Hisense! Makes sense.

  • misterpotatomato on 18/04/2019 - 11:15

    Have you messaged them over facebook yet?

  • bogrolls on 18/04/2019 - 11:25
    +3

    UPDATE: old mate from the TV repair shop is rolling over at 130PM to assess it, I don't have to provide any repair forms or anything of the like - i'd suggest smooth sailing from here.

    • lachhelix on 18/04/2019 - 12:11

      Keep us apprised…
      Worst case scenario: post your address and we'll use scare tactics by having an extended OzBargain meeting in your driveway surrounding the repairman's van
      Example

  • wallet72 on 18/04/2019 - 11:44
    +5

    So just help me get this clear…

    TV broke with reasonable time
    LAW says you can choose a refund, repair or replacement
    Shop tells you to go eat a bag of dicks and the law is wrong

    Is that about right so far?

    If that's the case, anything after that is irrelevant. Take the TV back to the store and don't leave without a new one or a refund.
    If they call the police that's in your favour
    If they lay a hand on you, then you call the police

    I hate confrontation, but I hate retailers that screw customers more.

  • spuderump on 18/04/2019 - 12:05
    +6

    Ugh should have just demanded a refund or replacement from TGG and refused to leave until it was honored.

    I’m very disappointed though that no one from TGG has actually stepped in to resolve this mess especially if they are aware of this thread. Pretty poor PR and will definitely turn me off from ever using them.

    • bogrolls on 18/04/2019 - 13:02

      Yeah I can’t imagine any company could be overjoyed about it, I guess so much whinging goes on the net that people become used to seeing it a bit. I didn’t set out to create a whinge thread I guess it just kept getting worse.

  • bogrolls on 18/04/2019 - 13:55
    +6

    Technicians came and said the panel is faulty, not my fault.

    Taking it back now for a refund (will be processed on Tuesday) and will purchase from another retailer I guess.

    • 2024 on 18/04/2019 - 14:33

      Insist they pay for the fuel and your time.

      “Examples of products where you would need to pay the shipping costs (or arrange to collect the products yourself) are a wide-screen TV or a dishwasher.”

      This is from the ACCC document I posted below….

      And in this case it is aimed at retailers, so “you” means TGG

      • berger on 18/04/2019 - 14:54
        +1

        is it worth the hassle to go to another retailer? Its being rectified. I would ask them to collect and redeliver the new one.

        • Plasma on 18/04/2019 - 15:49

          Agreed, and tbh, you should demand further compensation such as a gift card. Remind them fair trading have been notified and will be involved in due course regardless of the outcome.

        • bogrolls on 18/04/2019 - 16:08
          +5

          Gday,

          For me yes, I have no desire to deal with this retailer in the future and as such the refund was the choice I made. Maybe not for others, that's up to each individual to decide where they would like to spend their money and what they prioritise. I completely disagree with the way it was handled and if that's the workplace culture of the store's manager I want nothing to do with them or any member of his staff.

          I'll give another retailer a go, maybe I'll find a franchise or a team of people that give a shit about customer service - or maybe I wont.

          Cheers.

          • ThadtheChad on 18/04/2019 - 18:42

            @bogrolls: I'm glad this worked out for you.

            I would urge you to link this thread on Facebook on the TGG page.
            https://www.facebook.com/pg/thegoodguysAU/posts/

            I would have absolutely ripped the manager a new one to be honest.

          • BertieBrown on 18/04/2019 - 18:42
            +3

            @bogrolls: Completely agree with this.

            By continuing to treat with the store, it’s at least in my mind, more or less condoning the cruddy way it’s all been handled, and let’s be honest, the next one could have another fault (it’s happened before) and then poor old bogrolls is straight back into the same rigmarole.

            This fault has been a problem with Sony panels in the past as well (faulty panel), so I wonder if it’s not maybe a defect in a manufacturing process that might affect a few runs? I have no idea, but this is an issue that’s definitely been doing the rounds for a few years at least.

            Still, breathe easy Bogrolls, good on you for standing your guns, because ultimately folks will say, it’s just a TV, but that’s not the point, we have rights so we should fight for them, rather than always accept second best, in my opinion, considering that a lot of the world doesn’t enjoy such strong consumer laws, we should make use of them.

            Also, the store manager could/should have handled this better, but they’re only human and people bugger up, it’s how, and if, they change their ways that’s important.

  • SlappersOnly on 18/04/2019 - 13:57

    Well that sucks. Sorry for your bad experience. I’ve had nothing but good experiences with Good Guys and it’s handy that they have a record of all my purchases.

    I’d bought a microwave ages ago from them based on their reccomendation for a microwave that would fit in a specified enclosed slot on a kitchen bench. It died a year later, went to claim warranty, they looked at it and apologised that the model didn’t have the required ventaliation, replaced it with a better model and gave me a voucher for store credit.

  • Ziggy28 on 18/04/2019 - 14:18

    Good Guys should change their name to "The Rude Guys". Everything is fine until you try to claim a warranty. I had a couple of items that I did get a warranty replacement from them eventually, albeit in a very reluctant and unprofessional manner. They're only interested in selling you stuff, if anything goes wrong you can go get stuffed.

    • berger on 18/04/2019 - 14:55

      2 warranty claims and never an issue. Can't really complain myself

  • 2024 on 18/04/2019 - 14:31

    Print this out - it’s a handy reference for cases like this.

    https://www.accc.gov.au/system/files/Electrical%20%26%20whit…

    • Stphen on 18/04/2019 - 15:54

      If that is the latest info the ACCC provide, it is about time for an update:

      Example:
      A consumer buys a top-of-the-range plasma television for $1800. It stops working two years later. The supplier tells the consumer they have no rights to repairs or another remedy as the television was only under the manufacturer’s warranty for 12 months. The supplier says the consumer should have bought an extended warranty, which would have given five years’ cover. A reasonable consumer would expect to get more than two years’ use from a $1800 television. Under the consumer guarantees, the consumer therefore has a statutory right to a remedy on the basis that the television is not of acceptable quality.

      Choice are pushing for clearer rules and the actual number of years products are covered by the implied warranty:

      Budget LCD TV: 5 years.
      Mid-Range LCD TV: 8 years.
      High-End LCD TV: 11 years.

      "We want the regulators to put out clearer guidelines about what is reasonable life expectancy or the period of time a product should last.

      "It's a really grey area and we just want some clarity for consumers."
      Choice said it had raised the matter with regulators.

      https://www.abc.net.au/news/2018-10-26/how-long-should-a-fri…

  • bogrolls on 18/04/2019 - 16:10

    Interesting, hopefully they include mandatory guidelines on DOA replacement but who knows.

    • Associatedslowey @ The Good Guys on 18/04/2019 - 16:35
      +3

      Hey bogrolls, I’m an employee from a store in Melbourne - the TV 100% should have been swapped over; it’s easily within the DOA period (assuming no cracked screen etc. like you said).

      Where it can get a little challenging is if it’s still at your place - someone needs to verify the fault. That’s where (I’m assuming) the store has gone with it. That being said, a photo of the fault should be sufficient to organise a driver to come and collect the faulty TV and drop off a replacement.

      Any queries, let me know. Sorry you’ve had a rough trot, some people don’t really seem to want to help anyone out.

      • gimme on 18/04/2019 - 17:16
        +1

        Pm me the branch. I regularly buy from TGG so it would be nice to get it from a store that has good CS. Had to deal with someone over the phone at Northlands the other day and she was acting like a petulant 12 year old.

      • Newbie aussie on 18/04/2019 - 23:03
        +1

        Had a similar experience with LG bought from good guys. Although issue was not with screen, but connecting with WiFi network… Good guys said it's LG responsibility. Following up with them for past 4 months, technician came over and said motherboard needs replacement.
        Can I get refund/replacement in this case?

        • Associatedslowey @ The Good Guys on 19/04/2019 - 00:26

          Consumer law says you can go to either the manufacturer or the supplier (in this case TGG). Depending on the nature of the fault it can sometimes be more convenient to contact the manufacturer, just to cut out the middle man, but they both have a legal obligation to look after you for a reasonable time after your purchase. That’s where the grey area comes in. What constitutes a reasonable amount of time? It’s very dependent on the product and the fault.

          How old was the TV when the fault developed? Also, did they explain why it took so long to get someone to assess it? It’s generally done within a couple of weeks (depending on how busy the technicians are). Your situation has a few more variables than bogroll’s, and whether or not it’s within the DOA period I’m not sure.

          • ChickenTalon on 19/04/2019 - 22:02
            +2

            @slowey:

            Depending on the nature of the fault it can sometimes be more convenient to contact the manufacturer, just to cut out the middle man, but they both have a legal obligation to look after you for a reasonable time after your purchase.

            FFS. Does no one from TGG understand consumer law?

            Aside from any manufacturer warranty, which may or many not be included and is not a legal requirement, the manufacturer has zero obligation to a purchaser. The ONLY legal obligation is on the retailer.

            • Associatedslowey @ The Good Guys on 26/04/2019 - 11:57

              @ChickenTalon: The ACCC says that a consumer can claim a remedy from the manufacturer if the goods aren't of acceptable quality. That's what I meant by "dependent on the fault".

              My post was a bit ambiguous - so just to clarify; a consumer can seek a remedy from the manufacturer, but this will be in the form of compensation for damage or loss resulting from the faulty product. The retailer is the one to whom you would speak to regarding a replacement, repair, or refund.

              • ChickenTalon on 26/04/2019 - 18:38

                @slowey: Seriously. Stop.

                All of what you just said is totally incorrect.

                There is ZERO obligation on the manufacturer to the consumer, for loss, damages, replacements, refunds or repairs.

                Go and read the ACCC website. It’s pretty easy to understand. Ignore whatever you think you’ve learned from work. Just use the ACCC

                • Associatedslowey @ The Good Guys on 30/04/2019 - 07:39
                  +1

                  @ChickenTalon: I have read the ACCC website. Just for reference:

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

                  “You can claim a remedy directly from the manufacturer or importer if the goods do not meet one or more of the following consumer guarantees:

                  • acceptable quality
                  • matching description
                  • any extra promises made about such things like performance, condition and quality
                    -repairs and spare parts”

                  “You are only entitled to recover costs from a manufacturer or importer, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss.”

                  Cheers

  • dvd107 on 18/04/2019 - 18:26

    We should all post feedback and link this thread
    https://www.thegoodguys.com.au/contact-us and all Good Guys Social media
    Drawn them attention to this situation.

  • [Deactivated] on 18/04/2019 - 19:02

    So, was this issue resolved?

  • coolroy on 18/04/2019 - 19:12
    +3

    Sent a copy of the link to this thread to the Goodguys contact feedback site, along with my thoughts on their atrocious customer service.

    Sadly I doubt I will receive a reply & will be very surprised if I do considering an actual customer as per the op has so far been unsuccessful in gaining satisfactory customer service.

    What hope for a potential customer??

    • bogrolls on 18/04/2019 - 20:19

      Thanks mate, was a shitty experience indeed.

  • bogrolls on 18/04/2019 - 19:20
    +6

    Yeah TV returned to store for refund this arvo. Refund won’t be processed until store get rma number from Samsung but for now I don’t really care it’s back there and being sorted.

    • UNO on 18/04/2019 - 19:50

      I wish you the best of luck for your next TV purchase!

    • factor on 18/04/2019 - 21:18
      +6

      Wow - they are persistent at breaking the law! Their return agreement with the manufacturer has nothing to do with their obligations to you.

    • Associatedslowey @ The Good Guys on 19/04/2019 - 00:32
      +2

      Did you have a reference number from Samsung? If they were concerned about getting an RA number, they could have used that as a placeholder. Refund should have been done once you went into the store. It’s just poor form to keep someone waiting for their money back, particularly after they’ve already been stuffed around trying to get a remedy only 10 days after they bought it.

      Sorry to hear about your experience, hope your next one (with whichever retailer you choose to go to) is a nicer one :)

    • lysp on 19/04/2019 - 01:10
      +2

      Assuming you paid via a credit card, I'd be issuing a charge-back.

      It's not up to you to wait until it's returned, the store is 200% completely in the wrong.

      So as you have no TV and no money to buy another one - go through the charge back process.

    • ChickenTalon on 19/04/2019 - 22:05
      +1

      WTF!!!

      You left the TV there with the promise of a refund should Samsung decide issue an RMA?!?!? I’m not sure you’re reading much of the advice you’ve been given. You need to commence a chargeback immediately.

  • UNO on 18/04/2019 - 19:32
    +3

    You should link this thread to every The Good Guys Facebook promotion they have running!

  • ufoninja on 18/04/2019 - 23:07
    +2

    Name and shame the exact store! Do it here and on social media. I had to do that with TGG before.

    • bogrolls on 19/04/2019 - 06:19
      +2

      It was the east Maitland good guys, I thought I’d already mentioned it.

      On the refund I don’t wish to misrepresent what happened in any way other than the store manager said he couldn’t refund it until Samsung sent through the RA but he would be happy the “hold” the tv until then. He also started to say he hoped I didn’t think he was being difficult but I stopped him quickly to say I don’t feel like yelling at him for the next 10 minutes so I’m just going to leave and walked out. I know to most of you this seems like a cop out. I’ve argued about this tv with that manager enough in the last week, I know he wasn’t going to yield and really if I started getting upset and agressive that would not of made my day any better.

      Honestly I could not be bothered anymore, I’ve hit my limit with it. The tv is back there, I’ll get a refund, I’ll never shop there again and nor will anyone I know. I’ll follow through with fair trading and maintain my rights were breached and this is a boring uneventful and unrewarding end to it all.

      It’s an eye opener to me about how far your consumer rights go (or don’t go).

      • gimme on 19/04/2019 - 11:23
        +1

        Not a cop out mate. Some of the so called 'advice' to ask for petrol $$ and other nonsense is something people tell you to do but they won't do it themselves. It also requires additional energy and potential aggravation that's not really worth the effort.
        Your only mission now as a true Ozber is to find a cheaper price for the same TV elsewhere. Or contact the TGG guy on here who offered to help earlier. He/She may be able to sort something out for you (may be cheaper) and organise shipping. I understand if you don't want to deal with TGG anymore which is fair enough. I had good and bad experiences with a lot of these major stores so I'd personally take a more pragmatic approach but each to their own.

        • bogrolls on 19/04/2019 - 13:09

          I’ve thrown it out to Samsung to see if they’ll offer me some kind of deal given all the crap they put me through with a cheap TV or similar, not got my hopes up. Given Samsung aren’t a retailer I’d guess I’m barking up the wrong tree though.

      • ufoninja on 19/04/2019 - 14:27

        Now name and shame on: google reviews, twitter, Facebook, productreview, whirlpool, LinkedIn, Instagram, YouTube ect.

  • bogrolls on 24/04/2019 - 06:33

    I received my refund yesterday at approx 230 PM, 12 days after notifying TGG of the major fault.

    Time and effort wise not a good result, overall I got my money back though.

    Remember when buying a TV, research or ask about the retailers DOA policy. Funnily enough in the end Samsung said the right thing for TGG to do was to contact the assessor (local tv shop/Samsung authorised repairer) themselves to get it assessed and not involve Samsung at all.

    • echineon on 24/04/2019 - 12:33

      finally but what a major pain in the ass. Who processed your refund? Samsung or TGG? Nevertheless this is cautionary tale to not deal with TGG ever again. On a different note, I spend $1k for a ultrawide monitor on ebay plus, not happy, sent it back refund within the week, bought another one and happy with it so that's the end of it. Nothing wrong with the monitor I returned but using it for 2 days the ghosting issue is apparent enough to bother me so it has to go.

      • bogrolls on 24/04/2019 - 14:14
        -1

        TGG processed the refund I think.

        As it happens Samsung called me today asking if I’d like to
        Swap it for the new 2019 model, I said well yes that’d be nice but TGG have already refunded me as I wasn’t offered that option beforehand.

        They’ve said as I’ve recieved the refund they’ll not be able to offer any further remedy. Bit annoying but that’s the way it goes I guess.

    • colossus on 26/04/2019 - 14:29

      Excellent news!

      So what and where are you purchasing next? :-)

      • bogrolls on 26/04/2019 - 22:45
        -1

        Haven’t made my mind up yet to be honest. A 65” or above sized TV for my loungeroom.

        I’ll do some research and see what’s around.

        Cheers.

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