New TV Is Faulty. Manufacturer Approved RMA but All Replacement Model Is 3x The Price!

seraphim2017 on 04/07/2020 - 11:41

Ok brains trust.

Bought a new TCL 55P8M, from TGG. Fast forward 5 1/2 weeks a line appears, contact TGG. Evidence sent, 2 weeks, TCL emails me for more evidence, + 2 weeks, I call. TCL confirm its faulty, advise me take it back to store.

Now, we only have 1 tv as we sold our old one when we bought the new one. Don't fancy being without a tv, esp with kids with additional needs as sometime watching TV is a good break for them and us.

TGG don't have stock, the 2020 model is identical spec and is $1496, bit different to the $548 the p8m cost.

Do I have any "rights" to a replacement at no extra cost?

Its not the fault of TGG or their shop floor staff that they don't have stock but I'd like to know if the whole "major fault" meaning the consumer gets to choose the recification method applies here? Otherwise we're either stuck with faulty but sort of working tv. Bought brand new, or with $548 in the bank and no tv at all. Neither appeal to me. Crazy how much the weak $and delays have bumped up 2020 models with identical spec!

Ideas? Solutions? Alternatives?

Electrical & Electronics TCL UHD TV

Related Stores

The Good Guys
The Good Guys

Comments

  • whooah1979 on 04/07/2020 - 11:43
    +20

    They may give you a replacement. If there is no replacement then a refund.

  • holdenmg on 04/07/2020 - 11:59
    +2

    If they offer you a refund and you want another TCL 55P8M then:
    https://www.binglee.com.au/tcl-55p8m-55-quhd-tv-ai-in

    or FADM:
    https://www.jbhifi.com.au/products/ffalcon-55uf1-55-4k-ultra…

  • oscargamer on 04/07/2020 - 12:01
    +1

    YOU can choose either a repair, refund or replacement. But replacement must be like for like.

    Looks like a refund is coming your way.

    • seraphim2017 on 04/07/2020 - 12:16

      As in exact model or whatever model replaces it?(new model is identical spec but with different feet)

      • oscargamer on 04/07/2020 - 12:47
        +2

        Exactly the same make and model number.

        • seraphim2017 on 04/07/2020 - 13:15

          Good to know. Thanks!

          • ATangk on 06/07/2020 - 11:04
            +1

            @seraphim2017: They can choose to upgrade to a newer model, but if the price difference is 3x, you're much more likely to get a refund. They are not obliged to give you the newer model, only a like-for-like OR refund.

      • the4thzodiac on 05/07/2020 - 18:06
        +1

        TGG and others have been known to replace with new that might be better spec. No harm checking that option.

  • [Deactivated] on 04/07/2020 - 12:01

    How do you expect 'rights' to work? Pursued by yourself or the ACCC?

    • seraphim2017 on 04/07/2020 - 12:18
      +1

      Don't know, not had to return a new item as faulty before so I'm asking those who might be more familiar. As I said, I'm not too sure in rights obligations for both parties etc, so wanted 5o know what the "rights" I might have as the consumer re a major fault might be.

      • Whisper Quiet on 05/07/2020 - 14:23

        Have you talked to TCL about sending a new replacement themselves? Good Guys could at least say we can get a replacement or another model from different stores. Sounds like pretty poor service all round. I'd expect better than that for a failure of a brand new product. As obviously they should want to keep your money than refund it. Sounds like company and store couldn't care less. I would contact TCL to see what they can do, or GG to see what's available in other stores.

        • seraphim2017 on 05/07/2020 - 15:06

          TGG called round but their manager wouldn't area he for the closest equiv the P8S to be shipped from regional store to local even with paid difference. Store assistant was excellent in communication though and called back to let me know, nothing against either of them, just one of those things. I might see if TCL can ship me one from the next batch in as they said done are on the way (same model I have). Will see if they are willing to.nif not then I'll return once term break done which should give me time to find an alternative. Thanks for the help all.

  • skid on 04/07/2020 - 12:02
    +3

    The consumer gets to choose but the manufacturer presents the options. If TCL are nice about it, they should have already given you the option of an equivalent 2020 replacement.

    I'd probably take the $548 and look for mid year sales. At least the warranty period resets.

    • seraphim2017 on 04/07/2020 - 12:21
      -1

      Thanks. Unfortunately can't be without any tv until sales, as its that joyous 2 week term break now, and we do watch tv in the evenings together.

      • skid on 04/07/2020 - 12:29
        +2

        Definitely arrange the refund AFTER the term break. But start looking for the replacement TV.

        • seraphim2017 on 04/07/2020 - 13:16

          Yes looks like I'll be doing this, there may be another weekend sale after the school break. They may even get stock replenishment. tCL indicated they have more p8m on the way, so there is that, just don't know when.

      • spedohero on 06/07/2020 - 10:21

        Look around gumtree for a free tv, get a chromecast to cast movies and wait for a better deal.

  • Melb69 on 04/07/2020 - 12:17

    Take the refund if no direct replacement available and spend a bit more on a slightly better brand. IMO

    • seraphim2017 on 04/07/2020 - 12:19

      Sony/Samsung are $1195, more than twice the price. Haven't found anything that is only a "bit" more. If budget permitted I'd have bought in that price bracket already, but appreciate the idea.

      • Melb69 on 04/07/2020 - 12:38

        https://www.costco.com.au/TVs-Electronics-Technology/Smart-T…

        Best I can do. Maybe this is an option if you want the same model

        BingLee have it as well, but only at specific stores and you will need to call to check stock.

        • holdenmg on 04/07/2020 - 12:45

          I said that already… lol

          • Melb69 on 04/07/2020 - 13:00

            @holdenmg: Yeah. LOL

            • seraphim2017 on 04/07/2020 - 13:14
              +1

              @Melb69: Cool. There's a Costco about 30 ks away, do I need to be a member/join it?
              Edit, just seen Holden's comment about membership. I can sort that!

              • holdenmg on 04/07/2020 - 13:33
                +1

                @seraphim2017: Hi, Just phone and check stock levels at your local as the listing seems to suggest home delivery included ex warehouse. :+)

              • Melb69 on 04/07/2020 - 13:40
                +3

                @seraphim2017: Oh. SO that's a bit ok. You can join online I think and then cancel membership if you don't want to use it after the purchase as they will refund. But ywah call to check stock or just get it delivered. Best of luck. Glad I could assist.

      • sy8718 on 06/07/2020 - 14:44

        If you do not care about generic brands, you can buy from bigw, target or kmart for their own brand, or a soniq from JBhifi, which is really cheap.
        Soniq 4K 65 inch is 599….

  • Mechz on 04/07/2020 - 12:42
    -3

    So you want a store to lose money even if they've been very helpful.

    • seraphim2017 on 04/07/2020 - 12:46

      Sigh. No, obviously not. I'm simply asking if/what my options are. This was such a positive and constructive thread up until now.

      Nevertheless, I appreciate your point of view.

      • xuqi on 04/07/2020 - 13:15
        -2

        But your statements clearly show that you do expect someone (TGG/manufacturer) to wear the loss/difference in cost.

        "Do I have any "rights" to a replacement at no extra cost?"

        "Its not the fault of TGG or their shop floor staff that they don't have stock but I'd like to know if the whole "major fault" meaning the consumer gets to choose the recification method applies here?"

        At the end of the day if they can't replace or repair your unit, they will issue a refund for the amount you paid. This takes care of their warranty obligations to you/consumer.

        Take the refund, and do with it whatever you need to.

        I've had Samsung replace a ~$3500 TV for a similar model (2 models & 2+ years after purchase), but its up to each company as to what they're willing to offer.

        • seraphim2017 on 04/07/2020 - 16:16
          +1

          I don't think I ever said it was? I was asking if anyone had been able to obtain a different result in a similar situation, as you never know unless you ask.

          Couldn't justify 3.5k on a tv personally, but each person has their "thing" they enjoy.

          Might see if TCL have shipping stock on its way and could opt for a direct replacement. Again, can't hurt to ask. Don't want something for nothing, simply what I bought to work, or replacement if possible.

          Thanks

      • Mechz on 04/07/2020 - 14:50

        From your tone you already knew your options but were hoping that somewhere in the Ozbargain ACL there would be a clause saying they had to give you something as good as what you had, if you decided you didn't want a refund. It's ok, I would have wished the same if in your situation.

        • seraphim2017 on 04/07/2020 - 16:10
          -1

          Just wondering if there was a way to get a working TV the same spec without additional outlay as per ozbargain rules! :) Appears not however so it was a useful thread, but some of the trolls appear to have woken up (not you!) so I'll leave it there and see if I can return in a week or so to store while I find an alternative.

  • WreckTangle on 04/07/2020 - 12:45

    Do any other branches have it, thr must be tons of tgg in Sydney

    • seraphim2017 on 04/07/2020 - 12:48

      None in the country, they do have the P8S (and I could budget for the cost difference), but possibly only demo models going by their internal stock check and in the sticks, and can't/won't arrange to move them to store for pickup.

      Just not a great time in tagged to import delays is the main thing, I've no don't they'd do a like for like if they had identical models.

  • Nutrino on 04/07/2020 - 13:01
    +6

    refund. move on with your life.

    • seraphim2017 on 04/07/2020 - 13:06

      Life's boring without a tv! Ha ha. I'd be fine with a refund if I could get something for the same price elsewhere, but still need a tv.

  • holdenmg on 04/07/2020 - 14:01
    +1

    Also: Win 1 of 2 TCL 55" 4K QLED Android TVs Worth $1,499 or 1 of 2 Soundbars from TCL
    https://www.ozbargain.com.au/node/548975

    • seraphim2017 on 04/07/2020 - 16:08
      +1

      Ha ha yes entered that but not going to hold my breath!

  • [Deactivated] on 04/07/2020 - 14:06
    +3

    The fact that you cant find a suitable replacement if given a full refund has nothing to do with the retailer so you are not in a position to demand a replacement over the refund.

    • seraphim2017 on 04/07/2020 - 16:07
      -3

      Other than the tone,this is a helpful comment in content at least as it regards obligations under ACL, so thank you for that.

      • [Deactivated] on 04/07/2020 - 18:20

        No tone implied. I did not use the word entitlement nor any other biased wording.

        Purely objective.

  • [Deactivated] on 04/07/2020 - 15:38

    Ideas? Solutions? Alternatives?

    TCL TGG SSB

    Amid angst, brilliant track, enjoy that.

    Send a link to this thread of yours, to TCL, and see how they respond. Attentive and polite OP in a pickle, they may respond with a good offer for you.
    You never know your luck.

  • leeweesquee on 04/07/2020 - 18:12

    Jb doesn't have one?

  • Misplaced on 05/07/2020 - 08:40

    You definitely have rights. You are entitled to a working product. You paid for it, and it should be fit for purpose, as per Consumer Guarantees:

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

    • seraphim2017 on 05/07/2020 - 15:10

      This is the only thing I would guess from that website.

      "Must have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise".

      But if they don't they don't I guess! :)

      Will be seeing a notification for ozbargain Tv posts!

      • cuteseal on 06/07/2020 - 12:03

        "Must have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise".

        Read carefully - that's the manufacturer's obligation, not the retailer's.

        • seraphim2017 on 06/07/2020 - 12:17

          Thanks. Yes, so I have sent a response to the manufacturers RMA e-mail asking if they can provide alternative options. As others have said, possibly not, but without asking I won't know for sure (although I can guess!). I wouldn't expect a retailer to have spare parts or repair facilities for things they sell!

          Still, will be keeping an eye out for TV deals and if nothing pops up, getting the Costco one for $50 more.

  • snooksy on 05/07/2020 - 09:44
    -2

    My experience tells me you get what you pay for with TVs. Accept the refund And buy another Tv when you can afford it. The model you want is no longer being manufactured. You bought an end of stock item which was cheap and it faulted. You are lucky they are offering full refund. Take the money.

    • seraphim2017 on 05/07/2020 - 15:07

      TCL don't have a bad rep quality wise, for non "tier 1". Just got a duff one is all. It replaced a 50" Full HD TCL that worked perfectly for 6 years before the upgrade itch needed scratching.

  • the Unforgiven on 05/07/2020 - 15:04

    They must give you the same or better

  • OzHunterNSW on 05/07/2020 - 17:32

    You are entitled to repair or replace… if they can not doe either, you get your money back.

    Look for quality next time

  • ruddiger7 on 05/07/2020 - 18:11
    -2

    1500 for a tcl 55 inch tv? Hand in your ozbargain badge, you can get LG 55 inch oleds at that price on sale. Ask for a refund.

    • seraphim2017 on 05/07/2020 - 20:31

      I didn't pay that. That's the cost of a new TCL 55. For 1500 I'd have bought a Sony.

  • happydude on 06/07/2020 - 10:39
    +1

    263 Consequences of rejecting goods

    (4) The supplier must, in accordance with an election made by the consumer:

    (a) refund:
    (i) any money paid by the consumer for the goods; and
    (ii) an amount that is equal to the value of any other consideration provided by the consumer for the goods; or

    (b) replace the rejected goods with goods of the same type, and of similar value, if such goods are reasonably available to the supplier.

  • try2bhelpful on 06/07/2020 - 11:14

    Have you rung around a few Op Shops to see if they have a second hand one? People, often, get rid of working TVs to trade up. Get the refund, get a cheapie second hand one.

  • Brick Tamland on 06/07/2020 - 11:54

    I think if its a major fault the consumer gets to decide for replacement, repair or refund. Arguably, a line down the screen isn't a major fault. A major fault is usually something this stops the product from working all together. Personally, I had a similar problem with a line down the screen for an LG and they replaced the panel. I wasn't fussed as it now works, but I was hoping for a replacement for a newer model.

    At the end of the day its the retailers responsibility but maybe try and shop between TCL and TGG for the best remedy.

  • ahly92 on 07/07/2020 - 16:56

    Hey mate, I had a similar issue a few years back, but with a Samsung…long story short, offered both refund or TV, as they stopped making the one I had, they offered an upgrade (65" compared to my 60") but wanted extra 700$, I was able to talk to them for 55" newer model for free after few calls….But what I realised is best to call the manufacturer not the retailer..

    https://www.ozbargain.com.au/node/262320?page=1#comment

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