Costco Refusing to Help Me with My Faulty TV (Philips TV Purchased for $1900 3.5 Years Ago)

KenDiaMoi on 05/11/2020 - 16:12
Last edited 05/11/2020 - 16:25 by 1 other user

Hey guys not sure where to go with this issue.

TL;dr :
3.5 year old $1900 Philips TV is faulty, can't get through to Philips TV warranty Department because they don't sell TVs anymore. Costco refusing to help me get it repaired or swapped over, due to being out of warranty period. What to do?

Long version:

Purchased a 65" TV from Costco about 3.5 years ago for $1900.

It's faulty, the first HDMI port (only one that supports 4k 60fps, ARC and HDR) comes up as colourful static when I turn the TV on, and have to unplug the TV from the power point to get it to work again.

Was told by Costco to get a reference number from the manufacturer, but it's a Philips TV and they don't sell TVs anymore, and their TV warranty department is closed down for the foreseeable future.

Went back to Costco and they're saying that they're 'not a retailer, but a wholesaler' so they can't get it repaired out of warranty period. And to find a retailer? And get them to fix it for me. Sounds weird to me but it's what I was told.

Anyway I've gone to the ACCC but ATM they're really busy and will take 15 business days to respond.

Any advice from you guys? Thank you.

Electrical & Electronics Philips

Related Stores

Costco Wholesale
Costco Wholesale

Comments

  • apsilon on 05/11/2020 - 16:17
    +66

    If it's not under warranty of course Costco aren't going to do anything. What exactly do you expect them to do? Contact a TV repair place if you want it repaired.

    • avoidfullprice on 05/11/2020 - 16:26
      +7

      What exactly do you expect them to do?

      Free repair.. maybe?

      • capslock janitor on 06/11/2020 - 23:59
        +8

        'Lifetime' warranty claim..maybe? 😉

    • tonyjzx on 05/11/2020 - 16:27
      +53

      he's relying on the provision where the TV lasts for longer than the warranty states due to 'reasonable expectations' of a TV lifetime

      eg. if you buy a TV with 1yr, you can reasonably expect to get a defacto 2yr warranty if you're forceful with your rights in the 2nd year.

      but its obviously a stretch for a 3yr TV

      also there's no repairing most of this stuff… its roadside junk at this point

      • pharkurnell on 05/11/2020 - 16:51
        +4

        Thats how got my dads Sony TV fixed… was a 2500 TV… died few mths out of warranty… made some calls to fair trading ot accc cant remember who ti was (5yrs ago)
        the bloke on the phone was fantastic gave me a PDF and appropriate page number and the works. Quoted that to them when they called back, and it was resolved.

      • Whisper Quiet on 06/11/2020 - 18:43
        +1

        Yeah in these situations it's 50/50 whether they choose to help out. Out of warranty by 1 or 2 years. For what they consider a minor fault (HDMI port not working). Unlikely ACCC will be of much help for smaller repairs. If it was a Sony TV they might have more leverage :)

        • Maxxjet on 06/11/2020 - 21:24

          Samsung was great in this department - I had my TV ( $1500 ish…) replaced the screen and replaced the frame … yep a bit poor quality you'd say in the first place but they fixed it free of any charge and the frame is out of warranty… didn't even argue anything and best of all they sent the repiar techincian on site to do the repair… cannot ask for more really I guess…

          • [Deactivated] on 07/11/2020 - 10:53
            +2

            @Maxxjet: don't really like Samsung tvs but fantastic after sales support, did you just report the issue and they fix it or was accc involved

      • Vote for Pedro on 08/11/2020 - 17:09
        +1

        Depending on value, it is a reasonable expectation that a tv will last at least 5 years.

      • Chandler on 09/11/2020 - 14:17

        there's no repairing most of this stuff

        There should be in this case (IMO). From https://www.accc.gov.au/business/treating-customers-fairly/c…

        Businesses that sell goods guarantee that those goods:

        • have spare parts and repair facilities reasonably available for a reasonable period of time, unless the consumer is advised otherwise.
    • GrueHunter on 05/11/2020 - 21:46
      +3

      I'd expect Costco to do for OP what Costco did for me.

      • chriise on 08/11/2020 - 19:44

        Fs that idiot commenter responding to you….

    • OzzyOzbourne on 07/11/2020 - 11:10
      +7

      Consumer rights are in addition to seller's and manufacturers warranty. Not surprised you got so many positive votes. Stores in Australia rely on people still not knowing consumers rights so they can get away with washing their hands with issues after their warranty expires.

      • Franc-T on 09/11/2020 - 15:12

        And the very fact that they arent a wholesaler, OP was a retail customer. Though I do think the OP is pushing his/her luck

    • This Guy on 08/11/2020 - 12:00
      -1

      It's a TV. It's not of acceptable quality if it lasts 3.5 years. It's not fit for purpose if it doesn't work. This is covered with ACL.

      Further, Costco provided further, voluntary guarantees above ACL around the time OP bought their TV.

      So OP should expect them to refund it or replace it, as per Costco's policy at time of purchase, or repair, refund or replace it under ACL.

      • diddy50 on 08/11/2020 - 19:46
        +3

        Hmmmm I say no to refund or replace under ACL. It's got a minor fault, one input is faulty.

        I Would expect repair first.

        The TV still works, so it's not major fault.

        • This Guy on 09/11/2020 - 20:08
          +1

          It's the only Arc, 4k 60Hz and HDR input. OP can't use the key features if this input is gone. OP now has a $400 retail set.

          I agree, a repair should be attempted first.

          The other thing your forgetting is if Costco has discontinued their voluntary warranty that exceeded ACL that OP bought the TV with, OP would be entitled to a refund anyway as the service was not rendered.

          Is this stupidly wasteful? Yes. But Costco offered this as part of the transaction. OP is in bad position and it is not their fault. They should take advantage of their rights and the offer provided by the retailer.

  • No Username on 05/11/2020 - 16:25
    +5

    Are you drunk?

    • RSmith on 06/11/2020 - 17:44
      +10

      Not sure drunk, but does sound pissed.

      • funnysht on 06/11/2020 - 22:01

        he's prunked

        • funnysht on 06/11/2020 - 22:01

          *punked <by costco>

  • punkindrublic on 05/11/2020 - 16:25
    +16

    Not sure if the Australian Consumer Law applies in this situation, but you could certainly contact Costco and point out that, as the retailer (whether wholesale or otherwise), they are responsible for faults that occur within a reasonable time period for a particular product. In the case of a TV, I reckon 3.5 years is too short a period for it to completely break down.

    • tonyjzx on 05/11/2020 - 16:29
      +12

      i would agree with this too. If you buy a higher end brand name TV with 3yrs on it, for it to fail at 3.5yr is kinda real poor.

      BUT… most people arent that assertive and most companies in australia wont give a shit at this point and youre likely pushing shit up a hill at even the 2.75 year mark…

      Look at it like this. $1,9k for like 3.5yrs is like $540 a year.

      Did you get $540 value per year out of that hunk of junk????

    • apsilon on 05/11/2020 - 17:11
      +4

      In the case of a TV, I reckon 3.5 years is too short a period for it to completely break down.

      It's one HDMI port that's stopped working from what I can gather.

      • tonyjzx on 05/11/2020 - 17:14
        +1

        if the tv has ONE port only that supports the signature features… eg. 4k60 HDR etc. then that is kind of crappy

        it needs a new hdmi digital input board assembly but good luck even sourcing one

        • apsilon on 05/11/2020 - 17:18
          +3

          Yeah, it'd be disappointing but it does still function as a TV and we're not talking a month out of warranty but about 1.5 years.

    • ChickenTalon on 08/11/2020 - 14:53

      Australian Consumed Law 100% applies in this situation. Costco are breaking the law by saying they are a wholesaler and not liable.

      You need to go to Fair Trading in your state (not the ACCC, they don’t handle individual complaints). If the story is as you say, you’ll almost certainly get satisfaction from raising it with Fair Trading.

  • garetz on 05/11/2020 - 16:28
    +14

    Didnt costco used to provide a no nonsense refund within 5 years of purchase if found faulty. Look at your terms and conditions when you bought it.

    • ssmith3104 on 08/11/2020 - 16:39

      I think they still say that TV's and certain other goods stay permanently under warranty for however long you stay a Costco member.

  • spackbace on 05/11/2020 - 16:47
    +2

    and have to unplug the TV from the power point to get it to work again.

    Just as a work-around, use a wifi smart plug, and just simply turn the plug off and on…

  • avoidfullprice on 05/11/2020 - 16:53

    It's faulty, the first HDMI port (only one that supports 4k 60fps, ARC and HDR) comes up as colourful static when I turn the TV on, and have to unplug the TV from the power point to get it to work again.

    What is the input source? Like Google Chromecast or Xbox or something? And have you tried swapping the HDMI cable?

    • KenDiaMoi on 05/11/2020 - 22:05
      -1

      Issue with my shield, Chromecast, and PC. Tried all 3 things. It's def an issue with the port.

      • spaceflight on 08/11/2020 - 09:57
        +3

        Have you also used a different HDMI cable?

  • AdosHouse on 05/11/2020 - 16:56
    +11

    Costco isn't a retailer?? LOL

    So if I go in there and buy a bag of dog food, or some pants, I'm buying in wholesale?

    Literally the first line in their About Us page, https://www.costco.com.au/aboutcostco , "Costco Wholesale is a multi-billion dollar global retailer with warehouse club operations in eleven countries."

    • 811b11e8 on 07/11/2020 - 17:12
      +1

      They could actually get in trouble for calling themselves wholesale. I think their is a court case with MSY trying to claim they were a wholesaler.

      However op is out his mind tv is well out of warranty.

  • texrex on 05/11/2020 - 17:02
    +2

    Try pleading your case on their facebook page. That might get their attention. I had a Phillips rice cooker from Hong Kong with international warranty previously. Broke out of warranty by 1 month and Phillips Aust did not want to do anything for me. Hate Philips.

  • Ryanek on 05/11/2020 - 17:10

    How far out of warranty are we talking about here?

    • BewareOfThe Dog on 05/11/2020 - 18:30

      That answers my question below, about why TGG have them on their website.

      Another 'brand' disappears to be made under license. ie Akai, Toshiba.

    • lolz112 on 05/11/2020 - 19:30
      +12

      Some pretty bad advice from above. Costco as the retailer has to comply with ACCC consumer guarantees.
      See https://www.accc.gov.au/consumers/consumer-rights-guarantees…

      They can't fob consumers off to deal with manufacturers under the guarantee.

      The difficulty here is that it's unclear whether the tv is of acceptable quality. Ie lasts as long as it should due to the cost. OP I think your only options here are to escalate to higher manager level or wait to see what the accc say.

      • Almost Banned on 05/11/2020 - 20:00
        +11

        I agree with you that this thread contains some bad advice, but I need to correct one point that everyone seems to be getting wrong.
        The obligation lies with the manufacturer and the SUPPLIER. The supplier is most likely the retailer, or a retailer, but Costco's status is not the issue.
        The question is, did they supply the good in trade or commerce to the consumer?
        The answer of course is 'yes'.
        That makes Costco liable under s. 54 of the ACL for the acceptibility of the quality of the good and its fitness for purpose under s. 55 as the SUPPLIER.

      • syousef on 09/11/2020 - 09:13

        Bad advice with no sound basis in reality on OzBargain?! I'm shocked!

    • GrueHunter on 05/11/2020 - 19:59
      +16

      Mate, you're just straight up wrong and you're embarrassing yourself. Go have a read of the Australian Consumer Law - it kinda trumps your personal anecdote about TCL. Just because you were thick enough for the "you have to deal with the manufacturer" line doesn't mean everybody else is.

        • GrueHunter on 05/11/2020 - 21:42
          +14

          No, drakesy, here's the breakdown:

          Costco is "…a business that provide goods—by selling, leasing or hiring—or services to consumers in Australia". It is legally obliged to comply with consumer guarantees.

          These guarantees include that OPs TV:

          • is of acceptable quality - the goods must be safe, lasting, have no faults, look acceptable and do all the things someone would normally expect them to do
          • has spare parts and repair facilities reasonably available for a reasonable period of time, unless the consumer is advised otherwise.

          If Costco sells a customer a product that fails to meet one or more of the consumer guarantees, they are entitled to a remedy – either a repair, replacement or refund and compensation for any consequential loss – depending on the circumstances. The manufacturer doesn't enter into it.

          Generally, if the problem is minor, the seller can choose whether to remedy the problem with a replacement, repair or refund. If the problem is major or cannot be fixed, the consumer can choose to:

          • reject the goods and obtain a full refund or replacement, or
          • keep the goods and seek compensation for the reduction in value of the goods.

          Now I'm not sure if you also got yourself an LLB while you were selling bike parts and denying your customers their statutory warranty rights, but that's the law.

          • bmerigan on 06/11/2020 - 22:33
            +1

            @GrueHunter: How does that work for the retailer? Do they claim costs back, or do they organise repair with the manufacturer on your behalf? Just doesn't seem fair for the seller to carry the full cost of a fault.

            • Daddy on 07/11/2020 - 19:47

              @bmerigan: They have rights against the importer/manufacturer. If you decide to do business in Australia you are agreeing to abide by our laws and adjust your business accordingly, including procurement contracts with manufacturers that account for these issues, including ensuring ability to repair. The ACL has been in force for quite a while now and its predecessor with similar requirements, a while longer. Its a balance of rights and power. A multi million dollar company can afford $600-$800 to fix a tv.

            • Amaris on 09/11/2020 - 11:45

              @bmerigan: That's not really the customer's problem, is it?

              • bmerigan on 09/11/2020 - 13:13

                @Amaris: True, not the customer's problem. I'm sure it's very nice to be able to dump issues on someone else.

                • Amaris on 09/11/2020 - 13:42

                  @bmerigan: It's not 'dumping' at all. Costco sold the TV. As per the consumer guarantees, they're responsible for fixing it if it breaks within a reasonable period. This has been the 'law' for many years. If the retailer doesn't have agreements (re. faulty goods), then it is definitely their problem.

                  • bmerigan on 09/11/2020 - 14:39

                    @Amaris: You seem very argumentative. I was just trying to put myself in the retailers shoes. It's called empathy. Look it up.

                    • Amaris on 09/11/2020 - 19:55

                      @bmerigan: Maybe you should empathize with the end user who’ll be out of pocket or stuck with a defective TV due to the retailer not doing the right thing (which is also what the retailer is legally required to do).

                      • bmerigan on 09/11/2020 - 21:31

                        @Amaris: I always contact the manufacturer myself. Just makes more sense to me.
                        But again, why are you turning this into an argument? I'm not saying the retailer isn't responsible here.

                        • RSmith on 10/11/2020 - 09:27

                          @bmerigan: Op tried to contact…

                          can't get through to Philips TV warranty Department because they don't sell TVs anymore

  • dan-dan on 05/11/2020 - 17:41
    +4

    Ask to speak to the Store Manager. Costco's return policy for change of mind is "We promise that, should you change your mind for any reason regarding the purchase of any merchandise, we’ll refund the purchase price at any time." Costco is a retailer, and as such, your recourse is with them for repair, replacement or refund. Under Australian Consumer Law (ACL) there's no obligation to go directly to the manufacturer.

    https://www.costco.com.au/member-care/refunds-and-return/wha…

      • MorriJ on 05/11/2020 - 21:45
        +9

        What grey area are you talking about Drakesy?

        It is abundantly clear he can go to the retailer (they cannot claim they are not a retailer if they are offering the products for sale in a physical or online store front in australia) for remedy and seek a repair, replacement, refund and in some cases compensation for damages and loss.

        The retailer can’t refuse to help you by sending you to the manufacturer or importer.

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

        In terms of how long he has; Peters vs Panasonic set the precedent for 8 years for a TV.
        SRC: http://www7.austlii.edu.au/cgi-bin/viewdoc/au/cases/vic/VCAT…

        • Drakesy on 07/11/2020 - 12:02

          Precisely, its peters vs Panasonic. Its the manufacturer he's taking to court. The issue lies with the manufacturer that the op could sort it out by going direct to them.

          It takes out the middleman of Costco which will just delay it.
          At least that's how I got my TV fixed within a month. But if the op would prefer to go through Costco then be my guest, just don't complain when something gets delayed.

          • Other on 08/11/2020 - 07:32

            @Drakesy: basically this.

            Its either Manuf or Retailer.

            But whos going to be better at fixing an issue? Usually the Manuf.
            (unless the Retailer specialises in that product only - like a car dealer).

            First wait the 15 days - they will tell you the chances based on similar cases.
            (3.5 years is pushing it tho).

            Hit up the Manuf for repair, if not hit up retailer.

  • BewareOfThe Dog on 05/11/2020 - 18:26

    Did you purchase an Extended Warranty plan?

    Also, If Philips don't make TV's can someone tell me why the Good Guys have them on their website?

    • Drakesy on 05/11/2020 - 19:34
      -1

      Philips withdrew from Australia a fair few years ago and have only just re-entered the market as of 4 months ago. So in a way the OP is lucky in the timing as there is a distributor again.

      • BewareOfThe Dog on 05/11/2020 - 19:36

        Yes, but maybe if they are made by Soniq, and not Philips, they probably don't have the parts to repair it with.

        • Drakesy on 05/11/2020 - 20:02
          -2

          *distributed by soniq or were at least
          Philips still makes them

        • Franc-T on 09/11/2020 - 15:17

          Not the OPs issue, its the vendors - if they havent got the parts, they cant offer to repair - but can still refund/part refund/replace

  • Willco88 on 05/11/2020 - 18:33
    -2

    3.5 years, way out of warranty mate

    • lunchbox99 on 05/11/2020 - 22:23
      +9

      Statutory warranty is different from a voluntary manufacturer warranty in that it has no defined end date.

  • Willco88 on 05/11/2020 - 18:35

    If I buy A TV these days I expect it won't last beyond warranty that's just the way it is these days, like they bring out new phones every 6 months….

    • BewareOfThe Dog on 05/11/2020 - 19:37

      That's Samsung, Apple is 12 months. ;)

      • WilhelmBargo on 08/11/2020 - 04:22
        +1

        Half the frequency and half the additional features

  • Cave Fire on 05/11/2020 - 18:37
    +2

    What cable are you using? is the samer hdmi compliance to what the tv is? some are fussy. could even possibly be that outlet and a voltage issue as it's resolved when you turn the tv off and on.

  • tsunamisurfer on 05/11/2020 - 19:20
    +4

    I feel bad for the OP.

    If I spent almost $2000 on a TV, I would like to have it last longer than 3.5 years.

    But I also understand 3.5 is probably on the cusp of whether it is reasonable or not life span to be covered.

  • [Deactivated] on 05/11/2020 - 20:09

    Just realised my comment had already been mentioned above re Change of Mind Costco policy

  • ode1online on 05/11/2020 - 21:08
    +3

    Tv needs to be inspected first , you cant just say, something doesn't work.. if its a cheap fix, fix it… If its a major fault go to accc. But not sure what you can do if a manufacture end support.

  • User2049 on 05/11/2020 - 21:37
    +29

    This thread is a mess.

    It's an expensive TV it is completely reasonable to expect it to last for 5-7 years. The manufacturer warranty length really does not matter here, the main consideration would be price. You would expect a $500 TV to last less then a $3000 tv.

    Costco must remedy the situation under Australian Consumer Law. The one bit up for debate is whether or not this issue is major or minor.

    I think it would be very easy to get Costco to fix the TV if you agree it is a major fault.

    You may have more difficulty classifying it as a major fault and getting them to refund you but it's not impossible.

    If you believe Costco is not adhering to these rules you can contact your State Obudsmen and submit a complaint where they will help facilitate an agreement.

    • bobswinkle on 05/11/2020 - 22:07
      +12

      Yeah this thread is ridiculous. Your analysis is correct. Also note the only difference with a major versus minor problem is that they get to choose the remedy if it's minor. If they can't repair, they'll have to refund. You get it remedied no matter what

    • Franc-T on 09/11/2020 - 15:18

      This a good and concise summary

    • apsilon on 09/11/2020 - 16:52

      It's an expensive TV….

      Is it though? $1900 for a 65" in 2016 would've been very cheap IIRC (probably why OP bought it). That size, for a major name brand would've been $4k plus at the time.

  • kyle on 06/11/2020 - 06:41

    I think we're arguing about:
    1. What is an "expensive" tv?
    2. How long an expensive tv should last?

  • Robz on 06/11/2020 - 07:47
    +1

    My simple message. STAY AWAY FROM PHILIPS TV. I had one & was a lemon from day 1 Sydney Philips agent would not answer messages slow to reply would do anything to not do WARANTY item, replaced 2 items in rear of TV . Offered a Tv from their Perth office, changed their mind offered an updated Tv currently being shipped Then stated Go to retailer & got a replacement of Samsung. Havent looked back since. SO MY ADVICE steer clear from PHILIPS!!!!

  • Nicoletta on 06/11/2020 - 08:58

    Consumer Affairs will be better placed to offer you advice than the ACCC, so give them a call in your state.

  • saltypete on 06/11/2020 - 09:20
    +1

    Have never had a Phillips purchase that was good in the long term. Phillips was an excellent brand 40 years ago, but they buy the cheapest stuff they can find nowadays. I never ever buy a Phillips product any more, and this works pretty well for me.😁

    • capslock janitor on 07/11/2020 - 00:16

      whabbbout their body groomers and lights

    • ssmith3104 on 08/11/2020 - 16:44

      The CRT TV's that they manufactured in Australia were good. When they closed that down (with the advent of flat screen TV's) and became only an importer, the quality went way down.

  • 82norm on 06/11/2020 - 09:34

    Wait for ACCC for a response. 3.5yr is pretty poor and I’d be p1ssed off too. Maybe see if Costco will give a partial refund and settle for that.

  • OzHunterNSW on 06/11/2020 - 09:59
    -7

    What do you expect… you purchased a 65" for peanuts…. and got peanuts in return.
    Seems to me you are complaining about the "technology" of you item that was old tech even it its day.

    Look, your machine is OLD… the company no longer even makes them.

    You even purchased from an L-cheapo place.

    Maybe next time you will lash out that extra cash for quality, and an advanced machine.

    Your TV was old even before you opened the box, now you are complaining about how retro it is.

  • Tigercjn on 06/11/2020 - 10:37
    -5

    Costco can not help, they are not a repair company.

    Just find a repair company that has experience with your brand, ring around.

    Much the same procedure for anything that's broken down even if the original manufacturer has stopped making it, its not the sellers fault, take it up with Phillips if you think it was not a suitable reliable product.

  • Gaz1 on 06/11/2020 - 11:44

    What if you get one of those little timers that plugs into the powerpoint & disconnects the power to the TV from (say) midnight to 6am each night?
    This might achieve the unplug - replug automatically & solve the problem?

  • KozieSeller on 06/11/2020 - 18:03

    People cheap out on tv brands winging, and then go on to buy iPhones which are getting more expensive while including less..

    • RSmith on 06/11/2020 - 18:15

      winging

      Wing

      gerund or present participle: winging
      1.
      travel on wings or by aircraft; fly.
      "George satisfied his keen urge to fly by winging homewards with the Royal Air Force"

  • Zoltrix on 06/11/2020 - 19:30
    +2

    Unless something has changed, your paid membership with Costco is your extended warranty. A few years ago I brought a TV from Costco and asked about extended warranty. They said your membership entitles you to an extended warranty and it doesn’t need to be purchased separately.

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