Warranty Replacement Has Taken 2.5 Months and Now Told 1-2 More Months with No ETA

Ldowhatuwant2 on 06/04/2021 - 20:00
Last edited 06/04/2021 - 22:49 by 1 other user

So I bought a TCL TV from The Good Guys and the backlight died. I contact The Good Guys who put log a warranty case to try and repair the TV. I get contacted by Zwecks who determine the TV non-repairable and log a case on my behalf to TCL the manufacturer to get a replacement TV. Zwecks gives me a case number and tells me the replacement has been approved and it had an ETA of approximately 20th Feb.

I wait till a few extra days after 20th of Feb but hadn't heard anything so contact Zwecks to follow up. They don’t know what’s happened so give me a number to call TCL direct and tell me to quote the case number they gave me before. I call TCL who tells me nothing has been shipped even though previously I was told it would already be here by now. They offered me store credit but I said I want a replacement as I got the TV on special and wouldn’t be able to get an equivalent for the same price. They said they would mark the case as urgent and organise a replacement shipped.

So I call them last Wednesday they tell me it’s at the warehouse and the technician will get it from there then call me to organise when to deliver it to the house. I thought I’d get a call last Thursday before the long weekend then nothing most of today so I call to follow up on what’s happening. TCL tell me the replacement TV is burnt, so I’m like WTF do you mean it’s burnt, how does that even happen? Lady says it just says burnt in the notes and puts me on hold to find out more details. After being on hold she says the truck delivering the TVs was in an accident and the TVs were burnt as a result. Then she asks if I want store credit I say no I want a replacement, she tells me they have no stock in the warehouse of TVs of that size and says it may take 1 or 2 months but can’t give ETA due to supply issues. I feel like this is ridiculous and I’ve been very patient up till now but they never send me updates and every time I want to find out what’s going on I have to ring up and find out. They have my email as an operator on one of the calls sent me a test email to confirm it but they just don’t send me anything official.

I’m over this BS, what options do I have here? Will consumer affairs do anything if I contact them? or does anyone here have any advice on what I should do beyond simply waiting?

Appreciate any help, thanks.

Electrical & Electronics TCL

Comments

  • Heaps for Cheaps on 06/04/2021 - 20:08
    +1

    I think that it may be worth asking for a TV similar or better than your old TV.

    Go to their website and choose a TV that you would be happy to accept as a replacement even if it is not the same model or more expensive. With that information, let them know the model and see their response…

    • dowhatuwant2 on 06/04/2021 - 20:16

      The one that got “burnt” is a similar tv of the same size, not the same model as I had. Apparently they have no 75 inch TVs at the warehouse at all according to them.

      • Heaps for Cheaps on 06/04/2021 - 20:19
        +1

        Hmmm…. OK, then considering it is YOUR tv that got damaged by THEM, would it be worthwhile to grab a quote from a store that has it in stock and then email it to them for payment so that you can be 'made whole'… that is, pay damages sufficient to put the party who was damaged back into the position he/she would have been in without the fault of another.

        • dowhatuwant2 on 06/04/2021 - 20:25

          Would they pay in that circumstance?

          • Heaps for Cheaps on 06/04/2021 - 20:34
            -1

            @dowhatuwant2: Well they need to put you back at your position before your TV was damaged, and although they won't be looking to be making it easy, looking to now quote you 1 to 2 months for a replacement (possibly more, there's no set date), you should send correspondence asking for what YOU want… with included invoice to make it easier for them to get the ball rolling.

        • Quantumcat on 06/04/2021 - 20:37

          It is worth a try but I don't think they have the obligation to do that. They can just give you a refund.

  • Summoner on 06/04/2021 - 20:09
    +1

    If they do not have it in stock, there is nothing anyone can do other than waiting or getting a refund. I would reject credit, and take the cash refund and wait for another special discount. It seems waiting for the replacement will put unnecessary stress on you.

    • dowhatuwant2 on 06/04/2021 - 20:15

      Thing is I don’t even believe the truck accident story, it smells of bullshit. I got the TV for a great price and feel like accepting a refund, even cash, would be worse than then getting a replacement especially after having already waited this long.

  • deme on 06/04/2021 - 20:55

    Refund

  • kfcfatfat on 06/04/2021 - 21:56
    +5

    ACL states this:

    If the business fails to give you a free repair within a reasonable time or cannot fix your problem, you can:

    get it done elsewhere and pass on the costs to the business
    ask for a replacement
    ask for a refund
    recover compensation for the drop in value below the price paid.

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

    You are within your right to ask for a full refund.

    Consumer affairs will only intervene if they are unable to perform the above. According to your story they are offering you store credit. You have the right to refuse it and ask for a full refund.

    My 2 cent is, just get a refund and buy something else. Something better than a TCL.

    • dowhatuwant2 on 06/04/2021 - 22:24
      +1

      I got it super cheap, a refund even if cash would be a loss for me.

      • kfcfatfat on 06/04/2021 - 22:25
        +2

        Super cheap = broken TV

        Sometime you got to ask, is it worth it?

        • dowhatuwant2 on 06/04/2021 - 22:28

          Nah super cheap as in price error, nothing to do with it having issues over a year later.

  • AlanHB on 06/04/2021 - 22:42

    They've offered a refund and said they can't replace. Obviously go for the refund and move on.

  • Cheeper on 07/04/2021 - 00:05
    +3

    TGG have fobbed you off onto the repairer & TCL when it is their responsibility to follow up the warranty claim, not yours.
    Get TGG to look into the delay now and see what their reaction is. It does sound like you are being screwed around and they are hoping you will get fed up and just take the refund as it may cost them to supply an equivalent set.
    I had a similar situation with a Panasonic TV and Harvey Norman who could not have been less helpful.
    If TGG wont follow it up for you or try to fob you can go to the consumer agency in your state as it is TGGs responsibility to do that.

    • dowhatuwant2 on 07/04/2021 - 00:22

      Thanks, I’ll try talking to TGG.

  • AutomationGuy on 07/04/2021 - 08:52
    +3

    I don't think you are necessarily entitled to anything other than a refund of what you paid.

    If you got such a good deal that you can't stomach giving it up, but can't continue to wait (and are in the financial situation to do so)…. buy a new TV off the shelf and just sell the new in box replacement TCL when it arrives.

    • dowhatuwant2 on 07/04/2021 - 13:10

      ACCC says for major faults consumer is entitled to their choice of refund or replacement.

      • AutomationGuy on 07/04/2021 - 13:56
        +2

        And TCL is supplying you with a replacement, and has offered you a refund if you can't wait.

        I recognise the frustration, but more than anything the ACL relies on the idea of 'reasonableness'. I don't think any judge would find in your favour when TCL offered you a full refund or an equivalent product as soon as they were able to procure stock.

        As others have mentioned, following up with the store may be your only hope. But it is a hard sell when you already have 2 reasonable options.

        • dowhatuwant2 on 07/04/2021 - 19:40

          You think having to wait an additional minimum 1-2 months after already waiting 2.5 months is reasonable?

          • AutomationGuy on 08/04/2021 - 11:16

            @dowhatuwant2: Let's not forget that this industry is experiencing global supply chain issues and stock shortages around the world.

            I think a company giving you a product as soon as they get stock of it themselves is reasonable. A company offering you a refund if you are not able to wait is also reasonable.

            You wanting to get paid compensation for exploiting a pricing error may be something that OzBargainers can relate to, but I don't think it falls under normal 'reasonable' expectations.

            You may have some luck from your retailer, but I wouldn't expect it from the manufacturer.

            • dowhatuwant2 on 08/04/2021 - 16:15

              @AutomationGuy: I guess I’d be fine with it if I believed the other replacement got burnt like they say but it sounds like bs to me.

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