Mwave's Terrible Customer Service (Refusing to Refund on TV with Internal Browser Which Is Not Working)

Lmike815 on 08/07/2020 - 10:16
Last edited 08/07/2020 - 11:11 by 1 other user

Terrible service and crooked company - absolutely the worst, most arrogant company I have ever dealt with.

Bought a TV with an internal browser that did not work. They refused to refund, claiming we had to deal directly with Sony. They even refused to test the unit. We have referred them to the ACCC for investigation.

Don't try calling them - they turned off their phone lines to avoid customers. You have to do all communication via email or at their facility - long, long lines. This has been the worst customer service I have ever received from any company bar none. They pull you in with prices lower than others by a few bucks, but not worth the meagre savings to risk dealing with them.

Electrical & Electronics

Related Stores

Mwave Australia
Mwave Australia

Comments

  • Muzeeb on 08/07/2020 - 10:30
    +10

    Thanks for joining Mike.

    Sorry to hear about your situation.

  • Godric on 08/07/2020 - 10:32
    +1

    Welcome!

  • ssx on 08/07/2020 - 10:35
    +6

    We have also had a dodgy experience with Mwave. They took a brand new laptop to their back room to "check" (for refund eligibility) and magically "found" a small dent in the laptop.

    Their behaviour is disgusting and we refuse to shop there again.

  • D C on 08/07/2020 - 10:51
    +13

    Stop buying "smart" TVs. Buy a ChromeCast, android box et al, replace that when it stop working in a few years.

    Even Kogan says smart TVs are a dumb idea.

  • Nutrino on 08/07/2020 - 11:06
    +9

    People use internal tv browsers for the internet?

    • GaryQ on 09/07/2020 - 07:20
      +4

      I had a client yesterday that was om his third Oled because he didnt like the interval browser… to watch youtube videos on. I setup his TV from factory settings, connected to his Foxtel and showed him the YouTube app and how it works much more smoothly but no, it should be possible to watch potato quality videos through the built in browser. I charged him a call out fee for stupidity and had to leave when he got angry at his $4000 TV and walk out of his own house

  • holdenmg on 08/07/2020 - 11:16
    +10

    Mwave have closed their phone line to:

    a) Annoy mike815 (and for no other reason).

    or

    b) https://www.mwave.com.au/blog/2020/3/18/mwave-coronavirus-co…

  • websterp on 08/07/2020 - 11:28
    +19

    Am I the only one who is thinking that there is more to this story/rant?

    Perhaps OP didn't receive adequate support from MWave but I'm a bit confused about the real issue here? For starters WTF is a TV with an internal browser? I hope OP didn't buy the TV hoping to use it as large screen chromebook or expecting the smart TV to have a full featured Chrome or Firefox browser and after realising it had neither, tried to return it and was refused by MWave. Either way I think OP needs to provide more information so we could understand whether the TV actually had a fault or this is a case of having unrealistic expectations.

  • Hithere on 08/07/2020 - 11:40
    +12

    Am I the only one who is thinking that there is more to this story/rant?

    No you're not.

    1 post wonders who rant and then log off, usually never heard from again, rarely gain any credibility from me.

    Seen too many of them over the years.

    • ode1online on 08/07/2020 - 16:08
      +3

      Yes , I would like to see a 15 day window for new members to post in the Forums, might slow down some rants and other odd posts as they couldn't be bothered to post them.

      • D C on 09/07/2020 - 07:51
        +1

        15 day window for new members

        A literal cooling-off period for the one-post ranters.

        • follow on 09/07/2020 - 10:10

          that's only applicable if ozbargain approached them to sign up.

  • Kouki on 08/07/2020 - 11:51
    +1

    Also received bad customer service/after sale service.

    purchased a basic usb-c ethernet adaptor around $30. Connection kept dropping out from the first time i used it. They wanted to send it to manufacturer and said it would take 2 weeks. In my experience, most other retailers would have just refunded/exchanged it on the spot.

    Ended up having to buy another one from another store as i couldn't wait

  • Sunny84 on 08/07/2020 - 12:03
    -2

    I've had two bad experiences and now take my business elsewhere:

    i) Bought a video card and the tamper proof seal was already broken, turns out card was too large to fit into my case so I took it back and explained the situation hoping to swap to a smaller card or get a refund and they instantly got defensive and advised I would have to pay restocking fees

    ii) Rocked up to buy something and wanted to pay with a eftpos gift card which they refused to accept as it was Westfield branded

    • brendanm on 08/07/2020 - 13:20
      +9

      Those are both legitimate.

  • jimbobaus on 08/07/2020 - 12:04
    +7

    My experience with mWave has always been perfect but then i do not buy with unreasonable expectations

  • quaddie on 08/07/2020 - 12:06
    +4

    Try calling Sony. They'll probably send someone around to flash firmware or similar and get your browser working.

    Unless you're trying to get a refund for some other reason and are trying to get a change of mind refund. Sony won't help you there.

  • brokenglish on 08/07/2020 - 12:47
    +5

    What's the TV model? Can you elaborate on the "did not work", i.e. did you forget to turn on the TV first?

  • Fredfloresjr on 08/07/2020 - 12:52

    Be like mike

  • brendanm on 08/07/2020 - 13:21
    +7

    Plot twist - op doesn't actually have the tv connected to wifi or ethernet.

    • Jugganautx on 10/07/2020 - 00:56

      Who tf uses an ethernet cable on their TV? 😂😂😂

      • D C on 10/07/2020 - 10:59

        People who think WiFi is a PITA.

  • this is us on 08/07/2020 - 13:29
    +2

    I'm curious about the brand and model of the device too.

  • websterp on 08/07/2020 - 13:34

    https://bit.ly/2ADtujA

  • Drakesy on 08/07/2020 - 13:42
    +1

    I don't think a tv browser is critical to the functionality of the tv, hence not refundable. Even if it did work, from experience, TV browsers are crap

    • callum9999 on 08/07/2020 - 15:22

      I'm struggling to see why it needs to be "critical to the functionality of the TV"? It's a feature they want and a feature that it was advertised to have, it's therefore clearly not fit for purpose…

      And yes, TV browsers are virtually useless, but you'd be amazed at what technologically inept people are happy to use! I've known multiple (elderly) people happy to sit and wait at their beyond-awful computer while it takes literally 2 minutes to load up a simple webpage. I can only assume that applies in this case, because I don't know who else would ever want a TV internet browser!

      • ssquid on 08/07/2020 - 17:48

        I don't know who else would ever want a TV internet browser!

        People who think it's a good way to see their facebook pictures/videos on "the big screen".

  • Clear on 08/07/2020 - 15:09
    +1

    We have referred them to the ACCC for investigation.

    That's your first mistake. They don't investigate individual's private issues. Instead go to your state's relevant fair trading.

  • ode1online on 08/07/2020 - 15:51

    What was the Model of the Sony TV you bought.. Have you contacted Sony ?

  • xuqi on 08/07/2020 - 15:51
    +3

    Mike is the new 'Karen'….

    • ode1online on 08/07/2020 - 15:56

      I figured Karen would be Darren!

      • D C on 09/07/2020 - 07:50
        +3

        Wot ya got against Dazza?

        He's a top bloke!

        • ode1online on 09/07/2020 - 11:44

          ok , we can have a vote

  • ElderyMan on 09/07/2020 - 08:10

    Never had issues with MWave and my expectations are this is yet another online company. Most of online retailers use emails and do not have contact phones at all. Sony warranty should not be an issue if they sold you a genuine and new TV: https://www.sony.com.au/support/resources/en_AU/html/Warrant…

    • ssx on 09/07/2020 - 09:21
      +1

      FYI - They have a store front in Auburn

  • bQQm on 10/07/2020 - 09:48
    +1

    I've claimed warranty through mwave before and they say it might be faster to go through the manufacturer, but I told them the manufacturer was difficult to deal with so they just processed my claim as usual.

    I think you're jumping to conclusions here mate.

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