NEED HELP: RETURNING GRAYSONLINE

WARNING: BEWARE OF THEIR RETURN POLICY, THE POLCY ON GRAYSONLINE WEBSITE IS NOT FOR GRAYSONLINE, IT IS FOR GRAYSOUTLET. ACCORDING TO THEIR CUSTOMER SERVICE, THEY ARE TWO DIFFERENT COMPANY.

I bought a TV (Sony kdl50W800D from www.graysonline.com. after one week of waiting TV has arrived. I was so excited.

However after I switched on the TV, I notice that both side of the screen r darker than the middle park of the screen. Then I went to shop to check same model, theres no such problem on those TVs in shops. So I decided to return it.

That’s where nightmare begins.
I rang grayonline customer service yesterday, there was a guy called D (*Mod: Removed personal details). He told me I can return it without any problem, he also asked me why I want to return it (now I think that is a set-up), then I told him about the darker edges on the screen. I also mentioned “7 days return policy" to him. He asked me to send photos of the TV and promised to setup refund. I did what he asked and waited. Then they went silence, I sent 4 emails in 2 days there no any responds at all.

I have no choice but rang up again today after work. A lady name J. (Mod: Removed personal details) answer the call. She did brief check, and told me the TV have no problem and darker part is normal, I cannot return it. I was like "oh, well, what about 7 days return policy, no question ask!"

Here is what she said over the phone, "Because you have open then box and turn on the TV, so you cannot return it, because the change of mind policy is not apply to you." I asked her show me the policy, I could not find it. She said she already explain to me (she did not actually) and I need to read thru policies. Then she force my case into a faulty product case which make the return more difficult. She asked me to send another photo, because she think that was my computer problem.

I send photo to them again just now, also I red their policy and copy all return policy from their website asked her to show me “not open the box and not to turn on the TV “part.

Then the email I received from her is more ridiculous!!!!!
I realized their return policy is really doggy! Because there’s no return policy as she said graysonline is a different company from grayoutlet, but the only policy on their website is for graysoutlet!

I have asked her in email where I can find the return policy for graysonline and now no more responds!

At this stage, I have no idea what to do.
Can anyone help me? What should I do?
Any suggestion?

Thank you very much.

Here is her email:

Hi XXX,
Thank you for your email.

The Grays Outlet Returns Policy does not apply to your sale as your item was not purchased from GraysOutlet.com – it was purchased from GraysOnline.com. GraysOutlet has now merged with oo.com.au and the Grays Outlet Returns Policy no longer applies to any of our products. The GraysOnline Returns Policy differs slightly.

As we discussed, I will follow up with management and seek authority to have your television returned as Faulty. I will also clarify if it can be returned under the Change of Mind Policy as it is in Refurbished and not in new condition.

I apologise for any confusion caused here.

If you have any further enquiries, please do not hesitate to contact us again on 1300 362 536 or at [email protected]

Kind Regards,

J.

Customer Service Advisor

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Here's the link of their return policy:
http://www.graysonline.com/retail/kdl50w800b-r/audio-tv-and-…
At Grays we want you to have a great shopping experience. When you purchase a product from Grays and you find that it’s not what you wanted , contact us within 7 days and you can return it to us - no questions asked!

http://www.graysonline.com/faq.aspx
Change of Mind - Grays Outlet Sales

With Outlet Sales you may return an item (excluding underwear, swimwear, cosmetics, fragrances, earrings, software, vitamins, pet medicine, CD's and DVD's,) for a full refund (minus delivery and shipping costs) if you change your mind.

However, the following conditions do apply:
1) The Outlet Sales item is in the same condition as when purchased
2) The Outlet Sales item is returned with packaging, accessories, tags and labels undamaged
3) You notify us within 30 days from the date your order is received
4) You return the Outlet Sales item within 14 days of notifying us
5) The Outlet Sales is returned at your cost

With free delivery, we reserve the right to deduct the cost of delivery and shipping from the refunded amount.

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UPDATE 1:
I have received email from her. Now she said the TV was able to process as change of mind before, but now it CAN NOT be return because it is processed as faulty tv.
I asked return as "No question asked" process at 1st place!
She forced it to "faulty under warranty", because she said turn on the TV will avoid the The Change of Mind Policy yesterday.

"we are trying to process this case as Faulty and we cannot return a Faulty TV under the Change of Mind Policy as you would not receive a refund on freight and you would need to return the TV yourself."
I offer to deliver it to their company myself, she say can not do at this stage.

OK, lets see what more excuse they can come up!

The whole thing feels like a scam!

Email from her:

Dear XXX,
Thank you for your email.

I apologise but there appears to have been some confusion regarding our conversation yesterday. The Change of Mind Policy covering computers is void if you turn the computer on, as you need to set up the computer and create a password etc. Turning your television is will not void the Change of Mind as you do not need to set up a password.

As I was explaining to you yesterday, we are trying to process this case as Faulty and we cannot return a Faulty TV under the Change of Mind Policy as you would not receive a refund on freight and you would need to return the TV yourself. This is why we are not able to return under the Change of Mind Policy, at this stage.