Anyone Have Any Experiences Having an Item Replaced on JB Hi-Fi's Voluntary Extended Warranty Period

Masterpupil on 06/02/2019 - 18:23

I am looking for anyone with any advice or experiences with JB Hi-Fi's voluntary warranty period. I ultimately want my television completely replaced as it seems to be not much good.

The TV is outside of the manufacturer's warranty but still covered by the voluntary warranty that JB Hi-Fi provide.

Here is the scenario:

I bought a 65 inch Sony TV for about $3700 in December 2016 during a 20% sale (so it was an almost $5000 RRP TV). I had the TV for about a month, when strong horizontal lines appeared on the screen. I took the TV back to the store and they gave me another one, same model.

Then in October 2017, I made a warranty claim on the TV after it just stopped working. I contact JB, they have me contact Sony. Sony send some one out to my house to collect the TV. They have it for a week. Apparently replaced the motherboard.

A couple of times since then, I have noticed horizontal lines on the TV, but nothing like the original unit that failed within a month. They typically go away fairly quickly so I do nothing.

January 2019, the horizontal lines return. They are noticeable and do not go away immediately. I call JB Hi-Fi, they confirm it is still covered. They have me contact Sony. Sony arrange for a warranty job, that is now pending. The TV has not gone yet, and this time I have to take it into the store for transport (or that is what JB have recommended to make sure I am covered by their voluntary warranty period).

I am not particularly happy about having to arrange to transport the TV back to the store as it is cumbersome, but I'll manage.

Basically I am sick of this TV. I did in my email correspondence to Sony mention that I think it should just be replaced with a different but comparable model. They have not addressed that.

I want to push the point and get them to replace the unit with a different model (i.e. current model with similar features) as I have no faith in this particular model any longer. I am not sure if this is on JB or Sony.

I do not think it is unreasonable considering the history and the cost of this TV.

I have two other TVs in the house, one Sony and another is a LG Plasma. Both are over 5 years old and nothing unusual has ever happened. I cannot understand how such an expensive (Japanese) TV could be so unreliable.

Does anyone have any tips?

Electrical & Electronics

Related Stores

JB Hi-Fi
JB Hi-Fi

Comments

  • HighAndDry on 06/02/2019 - 18:37
    +2

    It's borderline, but you can argue that repeated incidences of the same fault qualifies as a major fault under the ACL which entitles you to a refund or replacement. I would personally elect for a refund, just because you can take the money and buy whatever you want with it, without being limited to any particular model or brand or store, and because a replacement is arguably only covered by the original purchase's warranty and ACL guarantees, while the purchase of a new product using refunded monies will get you both an entirely new warranty and new ACL guarantee period.

  • Tech5 on 06/02/2019 - 18:39
    +2

    Message them with your consumer rights regarding major failures that also cannot be repaired within a reasonable amount of time. I would imagine that it being repaired 3 times in 2 years would count? Then you could pick a refund or replacement

  • follow on 06/02/2019 - 18:44
    +1

    They have to arrange transport under ACL.
    It sounds like a minor fault though, so it's at their discretion whether to replace/repair/refund. You could argue it's a major fault due to repeated incidents and that you wouldn't have bought the tv if you knew this was going to happen.

    From here
    If your goods are faulty and you are entitled to a remedy under
    JB HI-FI’s Minimum Voluntary Warranty Policy, JB HI-FI will bear
    your reasonable expenses of making a claim under the Policy. This
    includes arranging and paying for, or reimbursing, the reasonable
    cost of the transport of the goods to and from your nearest store
    and/or to any repair agent, provided that you contact us in advance
    and obtain our prior approval.

    • Masterpupil on 06/02/2019 - 19:24
      +1

      It was suggested to me by the repairer that it may require a panel replacement i.e the whole screen. That seems fairly major to me.

      I think I should get them to pick it up. I am concerned about damaging it in attempting to get it to the store. Thanks for that advice.

      • follow on 06/02/2019 - 19:59
        +2

        Insist on a refund.
        You'll save money with the price reduction in OLED TVs.

  • BertieBrown on 06/02/2019 - 21:56

    Sony TV’s were a bit notorious for this problem unfortunately, and my understanding is that it’s likely to be the panel of the TV itself. I’ve known others have had boards replaced here and there without resolving the problem.

    It’s one of the reasons I’ve been reluctant to get another Sony, however their LCD panels are very good in many other areas.

    If it were me, as it’s the same recurring fault, you should be pushing for a refund, or a replacement with an equivalent product of your choosing.

  • Masterpupil on 26/02/2019 - 19:03

    Update on this.

    They agreed to take the TV back and give me a store credit. Thing is that a the top of the line Sony LCD is now $2400 instead of $3600.

    And apparently I'm not allowed to get a 75inch TV.

    I did consider an OLED but I'm concerned about the kids using it and causing burn in.

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