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

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.

Related Stores

Costco Wholesale
Costco Wholesale

Comments

  • +66 votes

    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.

    • +7 votes

      What exactly do you expect them to do?

      Free repair.. maybe?

      • +8 votes

        'Lifetime' warranty claim..maybe? 😉

    • +53 votes

      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

      • +4 votes

        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.

      • +1 vote

        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 :)

        •  

          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…

          • +2 votes

            @AllWins: 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

      • +1 vote

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

      •  

        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.
    • +3 votes

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

      •  

        Fs that idiot commenter responding to you….

    • +7 votes

      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.

      •  

        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

    • -1 vote

      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.

      • +3 votes

        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.

        • +1 vote

          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.

  • +5 votes

    Are you drunk?

    • +10 votes

      Not sure drunk, but does sound pissed.

      •  

        he's prunked

        •  

          *punked <by costco>

  • +16 votes

    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.

    • +12 votes

      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????

    • +4 votes

      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.

      • +1 vote

        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

        • +3 votes

          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.

    •  

      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.

  • +14 votes

    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.

    •  

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

  • +2 votes

    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…

  •  

    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?

    • -1 vote

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

      • +3 votes

        Have you also used a different HDMI cable?

  • +11 votes

    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."

    • +1 vote

      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.

  • +2 votes

    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.

  •  

    How far out of warranty are we talking about here?

      • +11 votes

        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.

    • +16 votes

      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.

        • +14 votes

          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.

          • +1 vote

            @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.

            •  

              @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.

            •  

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

              •  

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

                •  

                  @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.

                  •  

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

                    •  

                      @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).

                      •  

                        @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.

                        •  

                          @bmerigan: Op tried to contact…

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

  • +4 votes

    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...

  •  

    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?

    • -1 vote

      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.

      •  

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

        • -2 votes

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

        •  

          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

  • -2 votes

    3.5 years, way out of warranty mate

    • +9 votes

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

  •  

    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….

    •  

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

      • +1 vote

        Half the frequency and half the additional features

  • +2 votes

    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.

  • +4 votes

    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.

  •  

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

  • +3 votes

    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.

  • +29 votes

    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.

    • +12 votes

      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

    •  

      This a good and concise summary

    •  

      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.

  •  

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

  • +1 vote

    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!!!!

  •  

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

  • +1 vote

    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.😁

    •  

      whabbbout their body groomers and lights

    •  

      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.

  •  

    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.

  •  

    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?

  •  

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

    •  

      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"

  • +2 votes

    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.