[RESOLVED] TV out of Warranty. Do I Have Any Rights?

ahly92 on 21/08/2016 - 14:35
Last edited 12/01/2020 - 05:23 by 2 other users

Hi Ozbargain,

Tldr; My 60" plasma TV stopped turning on last week. It is 6months out of warranty. company refusing to fix

Bought the TV from the GoodGuys in 2013 with a 2 year extended warranty. 2 weeks before the expiry of the extended warranty (mid Feb) the same issue arose… technician came and changed over the WiFi dongle and connector pannal (for the HDMI and antenna)

Now 6 months after expiry of extended warranty, the TV stopped turning on with red light blinking…(looked up the issue and seems like it is a global problem with a faulty capacitor). Decided to try and turn it on yesterday and it cut the electricity and sparks and smoke came from the panel

Now I called up GoodGuys headquarters and they told me as its out if warranty, they can't help me. Said u should've bought the 5 year extended warranty

Called up ACCC and they said GG are wrong and are obliged to fix as it is within reasonable time-frame

Called back GoodGuys..spoke to manger there and he said contact store manager and tell him ur right under law

Contacted store manager told me basically tough luck and the ACCC can't do anything…told me to contact Samsung as they are the one responsible

Contacted Samsung and again said we can't help u…after argument they agreed to send out a tech on Tuesday to have a look…if it is my fault(not sure how) then we pay for the call out if it is deemed their fault then they will repair it.

Please I seem to be lost. Not sure if I have any rights… preferred to go through GG but they didn't budge. Any advice or previous cases would help
Cheers

UPDATE
The tech guy came and replaced the power-board, It was cooked.
He said if another issue arises to call up and thy'll fix it. Thanks to all that contributed :)
Maybe mods can put this page in Wiki for future reference?

UPDATE 2
I was told by the tech guy that all Samsung TV's have 5 year statutory warranty (including the 1 year manufacturer warranty). As long as the parts are available they will repair the TV, If the parts are not available they will replace the TV

Poll Options

  • 111
    They are obliged to fix the issue
  • 26
    Tough luck
Electrical & Electronics Warranty

Comments

    • pn09 on 23/08/2016 - 00:17

      And the kicker is that hardly (if any) extended warranties go further than 5 years from time of purchase

    • Ughhh on 23/08/2016 - 00:23

      Can you link where it says 5 years specifically? Everywhere seems to say "reasonable time" which =/= 5 years (for any and every tv)

      • Parentheses on 23/08/2016 - 18:29

        I was working for a particular retailer which was involved in a particular well-publicised court case which resulted in a particular document coming through listing minimum 'reasonable' requirements for products which all employees involved in the sale of relevant goods had to sign off as having read and accepted.

        A lot of it had to do with the fact the company (along with everybody else in the industry) would offer 5 year extended warranties on TVs. If you can buy an extended warranty for # years, the ACCC stance (which they won in court) stated that a reasonable person would expect the product to last # years, since you wouldn't expect the majority of extended warranties to get used, just like insurance.

        It's the same reason AppleCare, which adds 12 months warranty to the original 12 months offered on iDevices, caused Apple to lose their court case with the ACCC and end up being forced to state the warranty is at least 2 years.

        • CandyMan on 24/08/2016 - 09:34

          AppleCare is not just about warranty. Its also about product support (eg setting up your idevice, transferring information, setting up an apple account etc…etc…

          It actually sounds like a very good product

        • Parentheses on 24/08/2016 - 17:08
          +1

          @CandyMan: Except they will do all of that for free if you just walk into an Apple store…

  • Morty on 23/08/2016 - 00:14
    +1

    You have the right to buy a new bargain TV :)

  • Kranbone on 23/08/2016 - 01:52
    +1

    So you bought this TV in 2013. How long are they expected to last? What was the original warranty? Does the price matter when the ACCC decide on matters like this?

    • ahly92 on 23/08/2016 - 09:10
      +1

      When I contacted ACCC they said reasonable timeframe…he said as the price paid increases si does the strength of your claim. He said a 2k TV expexted 3-5years minimum and A10k TV is expect it to last longer
      Seems like the comment below shows a precedent of 8years has been set so my guess is 5-8 years

      • Kranbone on 23/08/2016 - 15:03

        Interesting. So what happens if I buy a high end TV which is heavily discounted. Is it based on the price I pay or based on the market price at the time?

  • Stphen on 23/08/2016 - 05:15
    +1

    Panasonic, in court, agreed that the expected life of a TV is 8 years. Quality brands of TV would be expected to last longer.

    4.The parties agree that the expected life of the television is 8 years.

    http://www.austlii.edu.au/au/cases/vic/VCAT/2014/1038.html

    • ahly92 on 23/08/2016 - 09:07

      Thanks for the for the link

  • wako on 23/08/2016 - 08:12
    +1

    I have had Samsung fix a tv 3 times and now onto my 4th time, it ran outta warranty like 5 years ago… But it keeps getting a purple burn in n on screen every 12-18 months… I just keep calling them and they keep fixing it… I'm really hoping they just get jack of fixing it and upgrade me to a newer 58 inch it will be number 5 shortly when I call them…

    I believe well in the beginning it was something like statutory warranty covers the reasonable life of an I them priced Over $500… This is different from warranty that is included with sale of to genurally 12 months, and will cover theta without need of extended warranty programs…

  • techboy on 23/08/2016 - 08:13
    +3

    Had 4 Samsung TV's replaced outside of warranty over the span of 6 years.

    • UFO on 23/08/2016 - 10:27
      -1

      And yet you keep buying them?

      I've had my Panasonic for 7 years, no issues at all.

      • techboy on 23/08/2016 - 15:40
        +3

        Don't keep buying them Samsung Keep supplying them.
        Went from a 50" to a 55" to a 64" UltraHD

  • smpantsonfire on 23/08/2016 - 09:35

    I have a Samsung plasma 50" going on ten this year.

    Funny story, thought I had an issue because every so often the tv would go to black and then come back.

    Called Samsung, tech came out and tells me tv was in shop mode! Haha felt like a dumbass that day.

  • gutwagon on 23/08/2016 - 11:01

    I had the same issue with a hisense tv that I got from JB hi fi. it was 4 years old and 1 year out of warranty. They said it's out of warranty, so I mentioned the consumer laws and they agreed to fix it. A $1000 tv should last at least 5 years and a more expensive one should last 8 years . This is why the extended warranties are a waste of money. They (GG) are responsible for fixing it and you should take it back to them and they are responsible for any freight costs for sending it to repairers.

  • Plasma on 23/08/2016 - 11:09
    +1

    I used to work for JB, up until recently. Staff and management in particular were very well trained on ACL. You have rights that extend beyond the manufacturers warranty period, extended warranty period etc… As mentioned above, JB have a blue pamphlet available in store and online that gives you a guideline on your rights, warranty period vs. cost and type of item and so forth. Essentially, it is a contradiction of the extended warranties (or as we called it extended 'care') that were pressured on us to sell. But that is another story…

    I would always recommend you deal with the manufacturer first, though you are under no obligation to and realistically The Good Guys should be who you deal with and they should be obliging and understand the ramifications of ignoring a a customers ACL rights.

    Document everything, phone calls, times, who you spoke with etc. It sounds like Samsung are coming around to the party though. Most manufacturers will relent if you mention your ACL rights and their obligations. If your TV can be fixed, it is not uncommon you pay for the part and they will pay for the labour or vice versa.

  • ahly92 on 23/08/2016 - 11:11
    +6

    UPDATE: The tech guy came and replaced the power-board, It was cooked.

    He said another issue to call up and thy'll fix it. Thanks to all that contributed :)

  • [Deactivated] on 23/08/2016 - 11:36
    +4

    File a complaint with ACCC, you have a fairly strong case. I have heard about some bad experience from the Good Guys before, they need to fix it.

  • bbourizk on 23/08/2016 - 12:46

    I got a Samsung plasma replace/refund 2 years out of warranty.

    It developed lines on one side.
    Rang them and explained I wasn't happy as the TV had very little use.
    My brother in law had the same TV and his had the same issue.

    Not sure they agreed as it was a problem with that TV. Ask nicely and tell them your not happy it didn't last as long as you expected.

  • iggs on 23/08/2016 - 12:51
    +7

    One take home message for me after reading all this: don't worry about extended warranties.

    • wallet72 on 23/08/2016 - 13:44
      +4

      Normally I'm against extended warranties, but the only time I ever got an extended warranty was to add 3 years to the standard 2 year warranty for a $5000 TV I bought.

      And I was really glad I did.

      Year 5 the TV wouldn't turn on AND the manufacturer was going through bankruptcy (Grundig). The warranty people arranged a technical and replacement of the whole TV.

      It was the best $100 I'd ever spent.

    • AG_ACT on 23/08/2016 - 14:07
      +1

      To each their own. I never buy anything without an extended warranty now. I had a 3 year old Ducted Heating/Cooling system that I paid $12k for, the cooling system stopped functioning. I looked through my paperwork and I thought it had a 5 year warranty, waited till summer, called them, they sent someone out, and said it was a fault with the heating unit, wasn't covered under warranty. I lodged a consumer complaint, spoke to Brivis and installer, but basically the bodies that ensure your consumer rights are completely toothless.

      They said even though they know the seller/manufacturer are wrong, I have to go to court to enforce my rights. For 1000ish repair, I would have had to take a few days off work. And to top the whole thing off with a cherry, the fricking thing had virtually the same fault a year later. If I'd paid the $300 bucks for an extended warranty, I could have avoided the whole thing…

      It all depends on how much you value your time, and how far you are willing to go to enforce your rights. I personally prefer to just pay the extra few bucks and get an extended warranty now days.

  • Nicktorious on 23/08/2016 - 20:26

    Piping in late here. I just want to add Samsung replaced my TV that died at 4 years and 11 months. I called them direct and they sent someone direct. Didn't make it too hard for me. Replaced it with a new bigger better TV.

  • timbobjim on 23/08/2016 - 22:38
    +3

    Just a note that my Samsung TV also suffered from not turning on due to a bad batch of capacitors which it turns out is a common issue. I ended up buying a new TV but then decided to open the broken one up before binning it out of curiosity. I could clearly see the 'popped' capacitors so I purchased some replacements off a local electrical shop for under $10 and replaced the faulty ones and voila! It has been going strong as a second TV for 2 years now. Just saying may be cheap to repair.

    • Aneurism on 23/08/2016 - 23:14
      +1

      I did the same.

  • Windows7forever on 24/08/2016 - 13:01

    Sounds like Samsung quality control on their TVs is crappy.

  • Gaz1 on 24/08/2016 - 14:59

    If the TV had a 5 year warranty can you get a refund on the 2 year extended warranty that you paid for?

    • ahly92 on 24/08/2016 - 16:38

      sorry what I meant was a 5 year statutory warranty…on the Samsung site it says 1 year warranty but if we complain agfter that (statutory warrenty) if its within 5 years they will fix it

    • jlogic on 24/08/2016 - 20:56

      No. It's like AppleCare you can risk the ACL or have AppleCare and have guaranteed replacement.

      AppleCare = I don't need to come onto OzB to ask if it is covered by Stat Warranty.

      Stat Warraty = How hard and smart do you want to fight the corporation to fix your item.

      I am in the latter camp and so far hasn't failed me yet. Its good to know tax schedule for items so you have an idea of how long it should last.

  • wukachuka on 24/08/2016 - 19:17

    This whole thread has me thinking i must just have insane luck with lcd screens.
    I have 3 lcd tv's, and 7 lcd monitors in my house, stretching back over 10 years now for the oldest one, without a single failure.

    • jlogic on 24/08/2016 - 20:52
      +2

      The law is in place to protect those that don't have that luck.

  • jlogic on 24/08/2016 - 20:52

    I have managed to get an iPhone 5 replaced 3 years and 1 month after initial activation. Issue with the power button. Was listed as a problem with that model.

    My friend was going to throw it away.

    • McFly on 25/08/2016 - 10:21

      Amazing how many consumers don't know - and even worse, don't care - about their rights.

  • lainey13 on 28/08/2016 - 15:25

    What!! are you sure about that 5 year thing? My Samsung plasma, bought in early 2011 has started showing pink lines on the screen but I thought no luck in fixing it because my extended warranty was also expired!

    • ahly92 on 28/08/2016 - 17:12

      Thats what he told me…think they accept upto 5 years if you keep budging them on ACCC and your rights…worth a try! Please update on your outcome to help other Ozb in future :)

  • Dr Prepper on 31/08/2016 - 23:50

    Fitness for purpose and ACLstuff people posted is correct. I was reading about a class action in the UK using the parallel fitness for purpose legislation against smart tv manufacturers by people with smart tv's older than a couple of years old who miss out on digital content because the manufacturers only maintain content subscriptions for models under 2 yrs old.

  • gasman70 on 05/09/2016 - 13:17
    +1

    Great thread. I'll be bookmarking it as I'm on the lookout for a new TV.

    The last one I bought cost me 3000GBP and the screen developed three horizontal lines about three years later. That was probably five years ago now and I'm still using it - it's crap but watchable. If I had known, I would have been on Samsung's back immediately! In future, I'll just avoid them, even though I'll be armed with the valuable info in this thread.

  • ahly92 on 02/01/2017 - 22:09
    +3

    Just an update: The TV broke down again, Called up Samsung and they agreed to give me a New 60" 4K SUHD TV! ….Thanks guys!

    • bluesky on 02/01/2017 - 22:12
      +1

      Great outcome, after all your hassles.

      • ahly92 on 02/01/2017 - 22:14
        +1

        Thanks, Hopefully others can find this thread if their TV fails too! :)

  • ahly92 on 12/01/2017 - 23:43

    Update…seems I may have jinxed myself.

    Got a call today that they couldn't put the order through as they stopped making them due to new ones released in April. The next closest thing is the 65" version but they want me to fork out an extra $1000….there other option is a refund but I got the TV really cheap and with that amount I wouldn't get much.

    As they cant stock me with the one that was agreed…Could I request I get the 65" one for free as its the next closest TV. I tried to haggle but only managed to reduce the amount to $700.

    Any advice would be appreciated (@tonester?)

    • Big Trev on 13/01/2017 - 08:20

      If they're prepared to refund you, then take that. I can't see how they can be any more reasonable than that. The fact you got it cheap isn't their problem.

      Or pay the extra to go up a model. Really, it's up to you to decide what represents the best value.

      I think pushing them to give you something better than what you had originally is unrealistic.

    • tonester on 13/01/2017 - 17:49
      +1

      They've stopped making the 60" due to new ones being released in April?

      Wait until April or perhaps choose a smaller size (55"?) if available, bundled with whatever extras up to the total equivalent value?

      • ahly92 on 13/01/2017 - 18:19

        Thanks I think that's prob the best way forward. If they value 5" at 1000$ them hopefully if I reduce to 55 I can get something extra:)….I'll keep the thread updated

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