Faulty Microwave with The Good Guys

Nexo on 11/08/2022 - 23:17
Last edited 12/08/2022 - 10:17 by 1 other user

Hi OzBargain, I bought an LG microwave from The Good Guys 7 months ago for around $240, yesterday I put some food in it for 2 minutes and when I opened it the food was still cold. I tried heating some other foods and turning it off for a few minutes then on again, it still didn't heat and then I noticed a burning smell throughout the house.

I took it to The Good Guys today and explained the situation, and the manager told me they would like to keep the microwave and send it to the manufacturer for assessment. This process will take 1-2 weeks and they have no spare units to loan us so basically no microwave for 2 weeks. I said I would just prefer to have a refund as it's only 7 months old, and it's just stopped heating anything and smells like it's burning inside which is unacceptable. I also said you can check yourself in the store, but he said he doesn't know that what I am saying is true and that he can't turn it on in the store??

Anyways, he refused to provide a refund and said my only option is that I can leave it with him for assessment by LG. I said I'll take it home with me for now and do some extra research on where I stand on this situation. So what do you guys think, is it right for them to not provide a refund, considering that it's only 7 months old. Also please see below info from ACCC and Fair Trading.

I looked on the ACCC and Fair Trading websites and they state that if there is a 'major problem' with white goods then customers are entitled to a refund instead of a repair. A product has a major problem, when: 1. It would stop someone from buying it if they'd known about it. 2. it's unsafe.

The ACCC website also says, "when there is a major failure, the consumer can reject the products, and choose a refund or replacement. The consumer gets to choose, not you, or the manufacturer".

What can I do in this situation?

Electrical & Electronics Microwave Oven

Related Stores

The Good Guys
The Good Guys

Comments

  • iNeed2Pee on 11/08/2022 - 23:32
    +4

    Have a look at this brochure.
    https://thegoodguys.sirv.com/Content/2020FY/Terms/TGG056333_…

    You would be at the yellow section:
    "THE GOOD GUYS or the manufacturer will determine, at no cost to the customer, whether the product is faulty
    and the cause of the fault within a reasonable time frame. We may need to perform this assessment at your
    premises. In the event of a major failure or minor defect and if the product is determined faulty through no
    fault of the customer, then the customer can request repair free of charge by an approved manufacturer’s
    repairer. If the goods cannot be repaired within a reasonable time frame the customer can request that The
    Good Guys replace the product. The Good Guys will then replace the product with a new or used product of the
    same brand that has similar features. In some circumstances the provisions under the ACL may still provide for
    an automatic replacement or full refund of the original purchase price. See the blue section below for seeking
    a remedy under the ACL."

    • Nexo on 11/08/2022 - 23:50
      -5

      Do they really need the manufacturer to determine that the microwave is not heating food. Surely they can turn it on in the store and test that themselves?

      • jv on 11/08/2022 - 23:52
        -2

        Do they really need the manufacturer to determine that the microwave is not heating food

        No

      • avoidfullprice on 12/08/2022 - 00:09
        +1

        What if the microwave oven wasn’t faulty, but they break it while trying it in store?

        They didn’t say it has no major problem, they just want the oem to say it has so they get a refund themselves too?

        So just wait? Heat food with a stove in the mean time?

        • cameldownunder on 12/08/2022 - 09:52

          What OP does to heat up the food, is not really their problem. Agree it's a big inconvenience. I had to return my coffee machine for repair/replacement and had to resort to other means in the mean time.

          I do understand that they don't want to test it in store. Microwave and risk of explosion. I guess it's normal procedure to have it returned to manufacturer.

  • jv on 11/08/2022 - 23:52
    -1

    he can't turn it on in the store??

    Did you ask why not?

    • Gervais fanboy on 12/08/2022 - 00:05

      It’s one of those ‘safety’ things… For insurance and liability purposes.

      • jv on 12/08/2022 - 00:05

        How do they turn on the display models in the store then?

        What about the microwave in the staff kitchen?

        • Gervais fanboy on 12/08/2022 - 00:15

          Well, in both of those instances it’s the company’s property that to their knowledge is functioning and safe…

          Also, people working at Good Guys are merely salesmen/women and aren’t certified repairmen. The corporate can’t trust them with diagnosing people’s appliances.

          • jv on 12/08/2022 - 00:16

            @Gervais fanboy:

            that to their knowledge is functioning and safe…

            How do they know it is safe?

            Is there someone there qualified to test it safely?

            • Gervais fanboy on 12/08/2022 - 00:23

              @jv:

              Is there someone there qualified to test it safely?

              Great question jv, I love these ‘witty’ games that you play.

              Well, the products on the shop floor are all new and so it’s reasonable to assume that they have all been tested by the manufacturer before being shipped out.

              Old Appliances at the back/staff room ?
              A company hired electrician comes check them every 6 months - 12 months for any flaws and then puts like a tag on them to confirm that they have been tested and okay to use.
              (I’m basing this info on the fact that other retail giants do the same). I haven’t personally worked at Good Guys myself…

              • jv on 12/08/2022 - 00:31

                @Gervais fanboy:

                A company hired electrician comes check them every 6 months - 12 months

                What if became faulty the day after it was checked?

                Surely they will not put the staff at risk of using a faulty microwave?

                • Gervais fanboy on 12/08/2022 - 01:35

                  @jv:

                  What if became faulty the day after it was checked?

                  What if they have an earthquake or the roof collapses ? I don’t know jv, the possibilities are endless.

                  You remind me of my 4 year old nephew that forms a question out of every answer that he gets.
                  Aww, never change jv, never change.

                  • jv on 12/08/2022 - 09:00

                    @Gervais fanboy:

                    What if they have an earthquake or the roof collapses ?

                    Probably no more risk then than turning on the customer's microwave in the store…

                    • Ughhh on 12/08/2022 - 09:05

                      @jv: You know that your hospital may have a policy where you can not plug your own phone charger into their PowerPoint's unless it has been tested by them?

                      • jv on 12/08/2022 - 09:08

                        @Ughhh:

                        into their PowerPoint's

                        into their PowerPoint's what?

                      • Baysew on 12/08/2022 - 10:12

                        @Ughhh: Perhaps get the Good Guys to test the Microwave in the Hospital, if it results in a risky situation at least they are already in the right place.

                    • cameldownunder on 12/08/2022 - 09:56

                      @jv: What if they turn it on, and it explodes, killing employees, injuring customers, burning down the building, causing toxic fumes, that spread over the city, causing smoke poisoning to millions, and disrupting Australia's economy, plunging the Australian dollar, and causing a global financial crisis, that would stop to develop that telescope, that would identify the comet hurdling towards earth ?

                      • jv on 12/08/2022 - 10:02

                        @cameldownunder: Then they should have checked it before turning it on in the their kitchen.

                        • GOMOOTYPRO on 12/08/2022 - 15:48

                          @jv: Display models aren't plugged in and the one in the kitchen would have been tested and tagged…

  • jv on 11/08/2022 - 23:53

    Call up their head office and make a complaint.

    • JoeBogan on 12/08/2022 - 13:20
      +1

      The Karen of Ozbargain lol. In all seriousness the good guys are entitled to make their assessments and determine what remedy they take, it is not against ACL.

      • jv on 12/08/2022 - 13:30
        +2

        In all seriousness the good guys are entitled to make their assessments

        It needs to be reasonable.

        It should not take 2 weeks to determine whether it works or not, it should take 2 minutes.

        • Ughhh on 12/08/2022 - 13:43
          +2

          Are sales people qualified to take the microwave apart to determine if its a manufacture fault or user fault and if it can repaired easily?

          • jv on 12/08/2022 - 13:52
            +1

            @Ughhh:

            Are sales people qualified to take the microwave apart to determine

            They just need to turn it on to see if it works or not.

            If it doesn't turn on, it is faulty.

            • Ughhh on 12/08/2022 - 16:26

              @jv: That doesn't determine if its manufacture fault or user fault, thus whether it's covered by warranty or not.

        • JoeBogan on 12/08/2022 - 13:44
          +1

          That's a bit of a straw man there. The manufacturer is entitled to make their own assessments and to me 2 weeks is reasonable, might not be for you.

          The product is 7 months old.

          • jv on 12/08/2022 - 13:53

            @JoeBogan:

            2 weeks is reasonable

            Not to determine if it works or not…

            • JoeBogan on 12/08/2022 - 14:14

              @jv: Again with the straw man. No one's arguing whether it works or not, but what is the cause of the microwave not working.

              It could be something OP did or just a common issue, the store staff can't figure that out as they don't have the expertise.

            • Gervais fanboy on 12/08/2022 - 14:18
              +1

              @jv: You are arguing for the sake of it, at this point.

              • jv on 12/08/2022 - 14:20
                -1

                @Gervais fanboy:

                You are arguing for the sake of it

                The only argument should be to repair or refund, not wait two weeks to determine if it works or not…

                I took an item to JB after a year a few months back and they straight away offered a refund or replacement straight away after checking it for 1 minute.

                • JoeBogan on 12/08/2022 - 14:24
                  +1

                  @jv: That depends on what product it is and what terms they have with the manufacturer regarding replacements. I know that for a fact because I used to work there.

                • Gervais fanboy on 12/08/2022 - 14:25

                  @jv: Okay let’s pretend that they did give it a quick test and determined that it was obviously faulty and gives op his refund/replacement product. Cool.

                  But The Good Guys will still need to deal with the manufacturer to cover the expenses of the loss that The Good Guys just incurred.
                  Clearly the manufacturer has an understanding with the retailer about how they want to address any/all ‘faulty’ products that the consumer brings back

                  • jv on 12/08/2022 - 14:37

                    @Gervais fanboy:

                    Okay let’s pretend that they did give it a quick test and determined that it was obviously faulty and gives op his refund/replacement product. Cool.

                    OP might be happy with that.

                    • Gervais fanboy on 12/08/2022 - 15:56

                      @jv: I want you to be happy jv.

                      That’s all what i care about.

  • Gervais fanboy on 12/08/2022 - 00:10
    +2

    that if there is a 'major problem' with white goods then customers are entitled to a refund instead of a repair. A product has a major problem, when: 1. It would stop someone from buying it if they'd known about it. 2. it's unsafe.

    But it doesn’t say immediate refund though.
    This ‘assessment’ thing is a standard practice and even Jb does that with stuff like laptops, wireless earphones etc
    And it makes sense too, otherwise a lot of dishonest people would be returning their products that aren’t even faulty.

    Just let them do their thing. Meanwhile buy a cheap $50 microwave from Kmart. And later when you get your original microwave replaced, just sell that Kmart microwave on Gumtree for $30-$35.

    • cameldownunder on 12/08/2022 - 09:57
      +1

      just sell that Kmart microwave on Gumtree for $30-$35.

      Just don't get spammed, with "I send a courier, which you pay and I will refund you + buying price "

      • Gervais fanboy on 12/08/2022 - 10:52

        Hahahha, just got one this morning..

  • Quantumcat on 12/08/2022 - 00:21
    +3

    You can get a microwave for free from your local Buy Nothing Facebook group. Let the store do whatever assessment they need and use a free microwave in the meantime.

  • djkelly69 on 12/08/2022 - 06:54

    Seems perfectly reasonable to me.

  • Therage on 12/08/2022 - 09:34

    Had this exact same thing happen to me at Good Guys but with a Panasonic - just stopped heating food.

    Person I spoke to said they put the model number into their system and it tells them what options they have (replacement or send it in for assessment). In our case Panasonic told them we can take a new one on the day so we did.

  • Sleeqb7 on 12/08/2022 - 10:00
    -1

    2c from someone who worked in consumer electronics retail;
    The retailer is entitled to have the unit assessed by the manufacturer.
    2 weeks is easily within a 'reasonable' timeframe that determines whether or not a fault is considered 'major'.
    You're not meant to run microwaves without things in them. Are they meant to warm up someone's lunch or something?

    TGG was well within their rights, and I don't believe you're being reasonable.

  • bobbified on 12/08/2022 - 10:06

    In this situation, I would also prefer a refund, but also understand that they need to assess it first. The amount of time to assess is probably what you have a problem with. I wouldn't say up-to-2 weeks is unreasonable because it does need to be shipped away and then shipped back.

    The only other option probably would've been to appeal to them to get a replacement rather than a refund. Yes, there's all these laws around your rights, etc but one's attitude when talking to staff (and the staff member you get) often does make a difference in the final outcome.

  • zoob on 12/08/2022 - 15:11

    When I had this problem with a microwave bought from the Good Guys they literally tested it with a glass of water in the store. Not sure why people here think this is so unreasonable.

    In my case it was sent off for repair which I accepted because they could give me a loan unit, but otherwise I would have pushed for a refund or replacement which you are entitled to.

  • outlander on 13/08/2022 - 15:11
    +1

    This is starting to form a pattern. TGG has been striped of any customer service to the core, and this kind of shit is becoming the norm. You can try calling up to complain, but its a 1.5 -2 hr wait.

  • stuckster on 21/08/2022 - 20:20

    If I was the store manager (and actually gave a crap about keeping my customers happy), I'd plug the unit in, put a cup of cold water in, cook it for a 1 minute, then take it out and see if it's hot.

    If it's still cold then I could confidently determine that the unit has a major failure (not rocket science). In which case offer the customer a refund or replacement and send the faulty unit off to the manufacturer and be done with it. If it comes back not faulty or fixed then flog it off as a refurbished unit.

    Seems as though TGG are putting cutomers through the ringer just to be difficult, or pedantic.
    I would be reconsidering buying my next appliance from them if they insist on carry on like this.

  • Webber000 on 23/08/2022 - 20:00

    My guess is that they want to send it away and LG will repair it without giving you the option of a refund.

    Reminds me of when I tried to return a vacuum cleaner a week after buying it because it made the noise but didn't suck at all. Store Manager used the same words that they aren't experts and can't test it. I plugged it in by the till and it wouldn't even suck some tissue paper off their desk. He still refused to accept that was proof that it wasn't working…
    Good Luck with The Good Guys!

  • chav on 13/11/2022 - 16:05
    +1

    Hey Nexo, if you're still watching this post, very interested to know what the outcome was. Having a similar experience with TGG, with an appliance I was able to demonstrate in the store as faulty. Struggling with customer service, since August, refused refund or replacement, still away for repair with no ETA. Been in touch with consumer affairs (who are sympathetic, but don't take action for individuals) Having to consider small claims - byt no experience here - on principle as TGG are basically ignoring ACL.

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