The Good Guys Refusing Return for Major Fault with Hisense 65Q8 TV (Hisense Claim Not a Manufacturing Fault)

Lsoftwhite on 02/04/2021 - 17:02
Last edited 02/04/2021 - 19:04 by 1 other user

I bought a 65Q8 Hisense for $1700 in Dec 2020, and the Good Guys are refusing to refund or replace the tv. There is noticeable grey uniformity issues, and 3+ dead pixels. I thought I'd buy top of the range Hisense* and spend more for long term, but TGG are blatantly violating the law and Hisense don't see it as a manufacturer fault regarding grey uniformity, or less than 12 dead pixels.

I filed a complaint with Consumer Affairs Victoria and VCAT.

I would 100% not have purchased this item if I could have seen it before taking it home. It's a pity cause it's a really decent panel otherwise.

Has anyone else had any success with similar issues? I will NEVER ever shop at the Good Guys again.

Electrical & Electronics 65inch Hisense LCD TV UHD TV

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The Good Guys
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Comments

  • bloom on 02/04/2021 - 17:11
    +17

    Poll please, I vote not a major fault

    • softwhite on 02/04/2021 - 17:44

      What is your standard for Major Fault?

      • bloom on 02/04/2021 - 17:51
        +8

        TV that doesn’t work

      • DoctorCalculon on 03/04/2021 - 00:16
        +12

        I think you should change the title to remove major fault. Based on your description, this is by no means a major fault.
        Nice click bait, though!

  • bargain huntress on 02/04/2021 - 17:12
    +2

    hmm
    a question;
    would most people purchasing a screen of similar quality and expense, not do so and/or want to return it if theirs had the same problem of 3 dead pixels and a grey uniformity issue?
    in other words;
    is the screen high end and expensive enough for the average person to expect higher quality?

    • [Deactivated] on 02/04/2021 - 17:22
      +4

      I wouldn't expect perfect grey uniformity but I would expect to have no dead pixels especially if they are noticeable.

    • softwhite on 02/04/2021 - 17:36
      +3

      The question is whether it is of "merchantable" quality. Should a device intended solely for viewing have defects in its panel?

      There are 3 dead pixels, not hot or stuck. Mostly central viewing area, not difficult to see. Mind you, i noticed this while playing a game, not on a white screen during a close examination. They're distracting, and i wouldn't have purchased this thing for $1700 if I'd known.

      • jv on 03/04/2021 - 01:15
        +8

        It should covered under Australian Consumer law under "Test for acceptable quality"

        https://consumerlaw.gov.au/sites/consumer/files/2016/05/0553…

        A reasonable person would not have purchased it if they knew it had dead pixels, so it should be covered.

        There are contact numbers at the bottom of the document and they can give you better advice than random people on a bargain forum…

    • Whisper Quiet on 04/04/2021 - 16:51
      +1

      I thought with any brand if there is 3 or more dead pixels nearer to the centre of the screen it must be replaced under ACL law. Why only now are you saying this, if you've had it for 4 months? Uniformity and banding would have been there since day one and is very hard to return over just that. Samsung are notorious for that on all their models too. How long did it take you to notice the dead pixels?
      If all this happened straight away not sure why you're only saying stuff now about it. TV manufacturers make up their own rules with what's acceptable or not. They cheap out on production and parts but still want to charge you top dollar. 12 dead pixels is a joke before it being a fault. Imagine buying a dining table or desk and the company telling you it has to have more than 12 marks or scratches before you can return it. Lucky that CA takes care of many Aussies with bad warranty claims.

  • Pelicannn on 02/04/2021 - 17:17

    Are they dead pixels or hot pixels?

    If dead, I’d say you’re probably SOOL. Hot pixels are usually more accepted as a major faults with most manufacturers.

    As for the grey issue, I’d like to see it to determine if it would peeve me off… post a picture?

  • Nugs on 02/04/2021 - 17:18
    +3

    "top of the range housewife"
    why settle for anything else?
    .

  • xuqi on 02/04/2021 - 17:19

    "I thought I'd buy top of the range housewife" ??

    There's your error, you're supposed to mail order those.

    No idea -re uniformity, but 3 dead pixels on a 65" screen is hardly cause for replacement.

    Hisense (or other TV manufacturers) don't provide a pixel-perfect guarantee.

    • softwhite on 02/04/2021 - 17:44
      +2

      Would you accept 11 dead pixels on a tv, or would you agree that their policy is not consumer friendly (or accc compliant?). Just curious

      • xuqi on 02/04/2021 - 18:36
        -4

        Honestly, I wouldn’t care as I don’t sit anywhere close enough to my TV to notice 3+ pixels.

  • Pelicannn on 02/04/2021 - 17:19
    +9

    I’m also pretty annoyed my local GG doesn’t stock housewives. Wonder if they ship Australia wide.

  • brendanm on 02/04/2021 - 17:54

    It's an led Hisense, uniformity was never going to be top notch. I assume it's possible to look up their dead pixel policy before purchase and verify that it's acceptable for you?

    • softwhite on 02/04/2021 - 18:01

      According to rtings uniformity is top notch on this panel, scoring above the x90h (x9000h in aus).

      And >12 dead pixels is ridiculous and should not be acceptable.

      • brendanm on 02/04/2021 - 18:09
        -1

        At the end of the day it's still a backlit led.

        12 dead pixels is what is listed on the warranty conditions, and what you agreed with when you purchased it. If you think it's ridiculous, don't buy the product. It tells you how much faith they have in their panels.

        Fyi, I hate my Hisense tv and will never buy another, even though they seem to be loved by some.

        • softwhite on 02/04/2021 - 18:14
          +1

          It's not reasonable to require consumers to read through every detail of every warranty for every product. You've never done it, I've never done it. It's part of why we have the accc and acl so that we don't need to. Do you read all terms for everything? Courts have settled this matter in the past and I've learned a lot about Hisense and TGG. If you think this is a good thing for consumers, that's your call.

          I know the law is stating merchantable and if it would have caused you to not buy it it's deemed a major issue.

          • brendanm on 02/04/2021 - 18:29
            +4

            @softwhite: Whether you read it or not is a moot point. You deemed it acceptable.

            I wouldn't be happy with it, and am unhappy with the motion blur and lack of uniformity, as well as other issues, with my own hisense. I accept that it's a lower tier product, and it's my own fault for listening to reviews and internet posts over my own good judgement.

            I think it would be quite hard to argue that 3 pixels out of 8,300,000 is a major fault.

            • softwhite on 02/04/2021 - 18:36
              +1

              @brendanm: Perhaps you're assuming the reason why i think it's a major fault… Not because the 3 pixels and full array defect makes the TV unwatchable or fully defected. It's because as a buyer in this country the law states that a major defect is when a buyer would not have purchased the item due to the fault. And that is 100% true for me.

              • brendanm on 02/04/2021 - 18:58
                +3

                @softwhite: I could say the same thing if an icon was smeared on the remote. For me, if I had known that the icon would be smeared, I never would purchase the tv.

                Unfortunately this isn't how it works. It is based upon what a "reasonable person" would consider acceptable. 3 pixels out of 8 million, the vast majority won't even know. If it had a fault where half the screen was to yes purple, the average person would notice this, this major fault.

                Same with the grey uniformity. If you had spent $5k on a 55 in Sony oled, then yes, you would expect zero dead pixels and perfect uniformity. You spent sub $2k on a Chinese brand led, you can't expect the same. Everyone knows backlit screens are not uniform.

                • softwhite on 02/04/2021 - 19:09

                  @brendanm: I appreciate that argument and will see what VCAT or consumer affairs decides. It's a great tv overall and i know I'm only highlighting the negatives.

                  That said though, if i had the same issues on a 5k tv you'd probably say the same thing, "most people wouldn't notice". Well that's why i spent $1.7k not $800 so we'll just have to see.

                  • brendanm on 02/04/2021 - 19:14
                    +1

                    @softwhite: If it were a $5k tv I wouldn't say the same thing, as you have obviously set out to get fantastic image quality, and anything short if that is not acceptable.

                    I hope they do fix your tv, I'm just pointing out that you shouldn't be relying on the "major fault" thing.

                • TilacVIP on 04/04/2021 - 08:46

                  @brendanm: I guess a case of "taste for champagne, but budget for beer".

                  People are happy to pay around $1700 for a 65 inch TV and expect it to perform like its peers that costs double that.

      • xuqi on 02/04/2021 - 18:49
        +3

        Sorry you fell for review BS. The X90H costs $500+ more than the $1700 you paid for the Hisense. It’s cheaper for a reason.

        Next time do your homework when considering your options:

        https://www.rtings.com/tv/learn/tv-warranties-care

        https://www.sony.com.au/electronics/support/articles/0002628…

        • brendanm on 02/04/2021 - 18:59
          +1

          Sorry you fell for review BS

          This. Hisense have been shilled so hard for some reason.

        • softwhite on 02/04/2021 - 19:17

          Though in this instance you're right, price does not always mean better product. But yeah, if i could go back I'd probably get the other one.

      • TilacVIP on 04/04/2021 - 08:41

        but you don't have 12 dead pixels. Some customers are just a nightmare to deal with. Maybe you're one of those, maybe not, but just saying.

  • Halo375 on 02/04/2021 - 17:55
    +3

    Not Good Guy’s fault. If Hisense think its normal, then Good Guys will be unable to return it. Sounds like your TV is just meant to be crap.

    • softwhite on 02/04/2021 - 18:02
      -6

      Where are you getting your information from? Also very unhelpful.

      • Halo375 on 02/04/2021 - 23:54
        +2

        Long experience working in retail. Take more photos and videos and try harder with Hisense for “return authority”. I’m sorry you’re getting some harsh answers but Hisense doesn’t have a good reputation for quality - from their cheapest to most expensive, they’re still quite new at making tvs and quality can be luck of the draw.

        • softwhite on 04/04/2021 - 02:45
          +1

          Thanks, appreciate it!

  • [Deactivated] on 02/04/2021 - 18:00
    +6

    Hisense lol, good luck.

    • Yoo on 02/04/2021 - 19:11
      +3

      Top of the range Hisense! lol

      • softwhite on 02/04/2021 - 19:19
        -1

        It was their top of the range. Not sure why you guys think lower cost items (still $1700) means it's ok to not work correctly or have defaults.

      • [Deactivated] on 02/04/2021 - 20:24
        +1

        Still a hisense

  • ozhunter on 02/04/2021 - 18:35

    How many dead pixels would be acceptable to you?

    • softwhite on 02/04/2021 - 18:39
      -2

      If i saw a display model that had a dead pixel, i wouldn't have bought it. If it was unnoticeable or one not in the middle of the tv, i wouldn't mind. But i get distracted by it and if it's just a me problem then I'll accept that, but others have said the same thing in many posts including this one.

      • DoctorCalculon on 03/04/2021 - 00:25

        But i get distracted by it

        I don't buy it.
        How close are you to the TV for you to notice these three dead pixels???

  • JimmyF on 02/04/2021 - 19:10
    +3

    I will NEVER ever shop at the Good Guys again.

    Oh going to go full on 'Karen' mode I see.

    but TGG are blatantly violating the law and Hisense don't see it as a manufacturer fault regarding grey uniformity, or less than 12 dead pixels.

    The TGG are correct, if Hisense has a 'policy' of what is acceptable before a repair is issue, then its deemed to be no fault found.

    In Hisenses case, the panel isn't faulty until the 13th pixel dies. You only have 3 pixels dead, so need another 10 to die.

    Sorry but buy a cheap brand, get a cheap repair policy.

    • softwhite on 02/04/2021 - 19:21
      +1

      You'll see other people have has issues with returns at TGG vs Jb, even if theyre owned by Jb, and even if this situation is or isn't a valid one.

      • JimmyF on 02/04/2021 - 21:04
        +1

        You have your the warranty right? It says up to 12 dead pixels is 'normal', so the retailer is able to say no to a 'major' fault as you claim.

        https://hisense.com.au/wp-content/uploads/2014/09/TV-Product…

        • jv on 03/04/2021 - 01:06

          They can write whatever they want in the warranty, but it doesn't dissolve any rights under consumer law…

          • JimmyF on 03/04/2021 - 10:41

            @jv:

            but it doesn't dissolve any rights under consumer law…

            Scream consumer law all you like, but 3 dead pixel isn't a 'major' issue as claimed that would grant either a replacement or a refund. At best, a repair.

    • jv on 03/04/2021 - 01:05
      +1

      Sorry but buy a cheap brand, get a cheap repair policy.

      No 'Sorry' if it's covered under Australian Consumer Law…

      • TilacVIP on 04/04/2021 - 08:52

        And if it's not? It's your opinion it is, but TGG say it isn't. OP will find out one way or another.

  • thatonethere on 02/04/2021 - 19:27

    You could try bringing it in on a busy weekend with a large family for support (don't have a family get some ring ins) and asking for a refund. Inist that you want them to fire it up on the counter and ask any customer in the shop if they would buy it.

  • eggles01 on 02/04/2021 - 20:56

    contact ACCC and ask them,I would advise to go to the GG store first and ask the store manager or the dept manager and if they are still the same tell them you have contacted the ACCC about their CONSUMER WARRANTY,if they do not change their mind lodge your complaint with the ACCC,you can ask them to help with the complaint,good luck

    • pandadude on 04/04/2021 - 14:19

      The ACCC does not deal with individual complaint. The Op went to the correct department which is the relevant state consumer protection.

      Please stop passing false and misleading information. Also its clear you have never complained to the ACCC since you would have got the same response l just wrote.

  • screensaver on 02/04/2021 - 23:53

    Goof Guys is horrible, I had a run in with them last year, their reviews are horrible for a reason, and I added to them. I till dont get any concierge emails that I paid for

  • Rayman011 on 03/04/2021 - 09:51
    +1

    Good luck trying to get anywhere with this. The Grey area here is the Australian consumer law. It is so open ended that it is not enforceable. The law is there to cover the companies, not the consumer. The individual in this country have no rights, it's all smoke and mirrors. Take a look at any legislation, in any category, and you will see that it is so open ended that you can't enforce anything, unless you have tons of money and take them to court, which the average consumer won't do because of the time and cost and they know it.

  • Tigercjn on 03/04/2021 - 11:21
    +1

    Kill some more pixels

  • Barrj46 on 03/04/2021 - 18:19
    +3

    Motto - don't buy cheap Chinese Hisense crap in future. Horrid TV's at the best of times.

  • OzHunterNSW on 05/04/2021 - 10:24
    +1

    The Good Guys are not that good. I bought an LG 65" and notice a tinge of cyan running down one side… LG reviewed the images I sent and concluded that it falls within their acceptance.

    What acceptance! A 3k+ TV should be blemish free. LG took months to review my complaint, and then again concluded nothing wrong.

    LG is just as bad a good guys. LG, if you are reading this, you are a pathetic company

  • softwhite on 12/04/2021 - 11:50
    +3

    UPDATE: after sending Hisense the photos of the tv's local dimming images and the 3 dead pixels, they emailed saying a technician would review the TV in my home. However, today they called and said they will send out a replacement within 7 days (i think). However I asked for a Refund Authority and they said this should be ok to claim with TGG. Will see how I go with it.

    Any suggestions for what to get instead if the refund goes through?

    • Ramrunner on 13/04/2021 - 18:53

      First of all good work on getting some action!

      Look I've owned Samsung before which had bright corners and the panel was replaced by Samsung which also had bright corners (but not as bad), although I'm sure their new range is better, but the last TV I got (LG 65" OLED) is 100% perfect and simply beautiful with whatever I put on. It's amazing (to me and others who I show the 4K demos to).

      BUT

      It's a $3K+ TV.

      If you really value picture quality I'd have to say save up or spend the extra pennies. Unless other amazing technology comes along I can never go back from OLED.

      No, I'm not rich I just saved and bought it when it dropped below $2800.

      • softwhite on 13/04/2021 - 21:58

        Thanks for the reply. TGG said a refund is possible, just come in. They tried to say they can replace it or contribute to another tv but still accepted my request which was great.

        Is yours the cx? I definitely value picture quality and these are my preferences:

        65" only, fits perfect
        Budget - under 4k
        Usage: Mostly movie / shows, A little bit of gaming, but not needing 4k 120hz.
        From; Retail store preferred
        Features: 4k, Dolby Vision
        Deterrents: Will not buy if DSE is commonplace -it's my most hated "issue"

        Looking at between:
        Lg cx (when price drops a tad), sony x9000h, sony a8h ( seen refurbished for under 3.5k)

        • Ramrunner on 14/04/2021 - 08:06

          Nah I only got the lowly B series - I don't know whether you recall it was some years back when for a while they a few different retailers kept pushing the prices down to as low as $2700 or so.

          Even though it's one of their earlier generation screens I'm simply in love with OLED.

          I think a current gen CX screen can only be even better. Even my B series does Dolby Vision and looks amazing.

          I think you can't go wrong. I'm not sure of any screen quality differences between LG and Sony (You'll have to do your own research), might come down to OS (webOS vs Google TV). I thought I'd hate WebOS but it's actually pretty damn good. Plays everything I throw at it even obscure codecs. Apps getting updated all the time.

          I think my edge would go to Google TV though. I have that as the new Chromecast in the back room and the opening screen just seems more "integrated' with things easy to find especially with Google Search and the store has more apps.

          All the best.

          • softwhite on 14/04/2021 - 08:39

            @Ramrunner: I've looked at the b series as well! How do you find the brightness?

            I have the Google tv Chromecast as well so ui is not a factor to me.

            The age old question: how's uniformity and burn in on yours? $2700 is a great price

            • Ramrunner on 14/04/2021 - 11:35
              +1

              @softwhite: Brightness not on issue at all BUT I do tend to have the shades drawn in my TV room to stop reflections which obviously aids in the visibility of the screen. When I open the shades it's still plenty bright I just don't like the reflections.

              Uniformity - absolutely perfect. 100% black, 100% white. Like I said best I've ever seen. It's not backlit so it has an immediate advantage over any LCD of course.

              Burn in - none. It's on about 4 hours of the day (more when motor racing is on). When watching Plex, if I pause, a screensaver automatically kicks in. Same with Netflix or any native WebOS apps. No movement on screen - screensaver kicks in within minutes. It only spends about 2 hours probably watching normal TV with those stupid logos they like to put on static areas of the screen but no burn in from those either.

              I simply cannot fault anything about it at the moment.

              • softwhite on 14/04/2021 - 11:58
                +1

                @Ramrunner: @ramrunner yeah I didn't imagine brightness would be too much of an issue, especially as a mostly night-time viewer.

                Yep, it becomes seemingly more apparent to me that the burn-in risk is almost none for people like us, watching varied content for only a few hours per day (even if it was 10 hours I don't think it'd matter though). Just running CNN 24/7 of course would affect it.

                Pretty set on this one, just waiting for the OzB notification for an LG sale somewhere.

                Really appreciate your time & answers!

  • Tigercjn on 13/04/2021 - 14:18
    +1

    A brand name device like Samsung or Sony, I use Samsung.

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