10 Day Old Samsung 65" Nu8000 TV Developed Major Issue. Goodguys Won't Refund or Replace, Say Samsung must inspect/repair it

Lbogrolls on 12/04/2019 - 07:11
Last edited 15/04/2019 - 06:51 by 2 other users

G'day.

I bought a Samsung TV from The Good Guys and picked it up weekend before last. 2 days ago it developed a 2 inch wide band of white looking vertical lines that run up the screen. The position of the line is off centre, probably 12 inches in the from the left hand edge. It's there regardless of channel/input.

Given the TV had only been purchased 10 days beforehand, I thought I could go and swap it and no problems. I didn't think it was fair that it broke so quickly and I'd end up having to deal with Samsung to get it repaired.

I was civil when discussing it, the GoodGuys manager told me under consumer law they have provided a remedy (have Samsung repair it) and that is all I was entitled to. I explained the TV was brand new and faulty and I'm not happy that someone is going to pull it apart in my loungeroom to try to fix it and than I just didn't want anymore trouble with it. They said they can't do anything until Samsung approves it and gave me a whole heap of crap that if they got it and I didn't do what they asked they'd be out of pocket and have to throw it in the bin - which I know is obviously not right, they can just get it repaired the same as I can through Samsung.

They've strongly rejected that I have any right to a refund or replacement with new (same model). From what I've read I'm confused on my rights. Can anyone point me to specific legislation that might clear this up? (I've Googled and read in the obvious places but I'm still unsure)

Another note is they kept repeating that they too are customers of Samsung's and need to follow what they say, ignoring that the transaction was between the GoodGuys and me and really trying to absolve them of any ownership of the matter.

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Cheers,
Bogrolls.

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Comments

        • sraymond on 14/04/2019 - 17:19
          +9

          Have you even called Samsung?

          Have you even read the thread.

  • Koaladeals on 13/04/2019 - 19:02
    -6

    You will have to sue samsung.

    I had an issue with them an a tablet that had major issues.

    They made me send it back for repairs THREE times and the issue remained (the battery didn't charge.)

    My advice to you would be to contact samgung, have them repair it once, if the proper persists, then sue right away.

    You cant get VCAT hearing within a month or two, and the week before your hearing, they assign it to a lawyer who is actually in Australia and not the phillipines, and they settle. (They gave me a top of the line model tablet.)

    • Gareth on 15/04/2019 - 11:17
      +1

      OP purchased a device from Good Guys.

      He has not made any transactions with Samsung (yet).

      If legal action needs to be taken (hopefully it doesn't get to that), he needs to do so with TGG.

      • Koaladeals on 17/04/2019 - 08:16

        Samsung is the manufacturer. Op can go through the good guys or he can go through Samsung as the good guys would like him to.

  • neosin on 13/04/2019 - 19:53
    +1

    The good guys is not wrong when they say samsung tech has to confirm that it wasn’t customer caused damage before they will offer you a remedy.

    Just wait a day or two for the samsung tech

    • bogrolls on 13/04/2019 - 20:23
      +1

      Interesting isn’t it that fair trading said that’s not the case, I see where you’re coming from though.

    • ChickenTalon on 17/04/2019 - 09:19

      The good guys is not wrong when they say samsung tech has to confirm that it wasn’t customer caused damage before they will offer you a remedy.

      Yes they are. The law is 100% clear: if an item has developed a major fault then a customer is entitled to choose a refund or a repair.

      It says nothing about the major fault being to the satisfaction of the manufacturer.

  • Thrillhouse87 on 13/04/2019 - 20:37
    +1

    I have just dealt with a very similar situation with Samsung and JBHIFI but having worked retail I didn't want to become "that customer" like it sounds you opted for.

    Noticed a screen issue right after un-boxing the TV, I decided to call Samsung since they have a 24hr support line and they advised I had two options since the TV was under DOA (yours should be too). 1. take it back to the store myself and have them look at the issue and have it refunded or replaced as you are entitled to under DOA. 2. have the Samsung repair center come write a report and then Samsung would discuss what options were available.

    I opted for the second choice as I didn't want to lug a giant TV back to the store and risk any physical damage. Samsung have been bloody fantastic tho! unfortunately buying a run out model they didn't have any new ones available to them, but they said I could still bring it back to the store if they had models to swap or they would give me a $300 visa card and replace the screen.

    Story carries on a fair bit longer, with more headaches and heartbreaks but cant fault Samsung they were great and I didnt need to do any of that fair trading/acc BS at all :)

    • bogrolls on 13/04/2019 - 21:49
      +1

      Yeah the fair trading bit was pretty easy, just gave them a call and they explained it in 5 minutes. It took another 5-10 minutes to fill
      Out the complaint which I wasn’t going to bother with but thought it was the right thing to do. I guess for me I won’t accept a repair if I can help it, I want a replacement and Samsung said that’s between me and TGG. I’m with you on moving a tv, cringe when thinking about it particularly since I’ve disposed of the packaging.

      One thing TGG did say was that DOA is 24 hours only for Samsung, so mine was not DOA. I personally think that's a bit shit house.

      • Thrillhouse87 on 13/04/2019 - 22:00

        The repair is actually pretty seamless, they pretty much just keep the processor,stand and back panel and replace the whole front panel which is the screen/surrounds and few other motherboard bits. Takes about 20 minutes and you might even get offered a similar visa card deal from Samsung.

        I was pretty unlucky/lucky overall, but Samsung were great, didn't end up with my visa card though lol. If its within 14/30 days (cant remember which one) you should just ask TGG why they don't consider it DOA, if you do take it back to TGG they cant really say no to a refund or replacement within this period as long as they acknowledge and see the fault in store

      • Viper8 on 14/04/2019 - 14:19
        +1

        Lol that's horrible in comparison with JBHiFi:
        https://www.jbhifi.com.au/Documents/Consumer%20Warranties%20…

  • nedski on 13/04/2019 - 23:39
    +8

    This type of conduct is a 2019 ACCC Compliance and Enforcement priority. Can you also make a complaint to the ACCC as well please?

    • nedski on 14/04/2019 - 00:41
      +16

      Australian Consumer Law trumps all fine print.

      • bogrolls on 14/04/2019 - 08:09
        +2

        Interesting point, seems like it’s up how it’s interpreted. TGG in this case stood firm and said the fair trade tribunal gave me advice that was wrong. Based on this a complaint has been lodged, im still not sure who’s right - it was annoying that TGG said my and his opinion meant nothing and it was up to Samsung. I would of thought as a customer me saying it’s been handled with care and not handled inappropriately should be enough but I guess in today’s world it’s not.

        I’m not sure how physical damage could be the cause given it’s an intermittent issue, I understand if the actual panel was cracked or it was something obviously damaged but it’s not. From reading about it my research kinda leads to potentially a badly seated ribbon cable or potentially a buffer board issue.

        • ronnknee on 16/04/2019 - 14:41
          +2

          I would of thought as a customer me saying it’s been handled with care and not handled inappropriately should be enough

          You are only important to them prior and up to the sale.

    • bogrolls on 14/04/2019 - 07:03

      I did have a read and tried to find DOA type time frames but couldn’t find it, maybe I didn’t look hard enough though.

      Goodguys did say Samsung was 24 hours though for a TV.

  • brandogs on 14/04/2019 - 01:13

    We had a tv that was a few months out of warranty that had a back light issue. Contacted samsung support on 1300 362 603 and they were pretty good at getting a tech in to fix it and did it for free. Samsung support are brilliant.

    • bogrolls on 14/04/2019 - 07:12
      +1

      I’ve had a good run with Samsung products too, never had much trouble. Just shitty that this happened after 10 days from new and the bullcrap I’ve had to go through. When the problem appeared I wasn’t too concerned cause I figured oh well I’ll get it replaced no point being upset about it.

      I had to wait on hold and argue with them for a long time to say they can visually inspect it but once they take a screw driver to it i want it replaced with new one because it’s so new.

      Some of you might disagree with me which is fine, but 10 days old means replacing it with a new one is the only fair outcome in my opinion. I accept they can come and see that’s it’s in perfect condition and I didn’t cause the issue.

      Cheers

  • bogrolls on 14/04/2019 - 07:14
    +6

    I was guaranteed by the manager I spoke to that I would receive a call yesterday if i provided the proof of payment on Friday. Unsurprisingly no call back so I’ll give them a yell today and keep this thread updated for anyone interested or anyone that finds them self in a similar situation.

  • FrugalDealHunter on 14/04/2019 - 08:51

    Good guys can't exonerate themselves of all responsibility. You bought it from Goodguys not Samsung.

    It's upto good guys to sort it out with Samsung for supplying a dud. Sounds like the manager can't be assed and is passing on the responsibility to you.

    • bogrolls on 14/04/2019 - 09:14

      Unfortunately being able to sell faulty goods in Australia (I guess you could argue working for 9 days means it wasn't faulty, i'll argue the other way) and then pass people off to the manufacturer appears to be something retailers are very much able to do. The law doesn't seem to stop it. My house is literally 2 minutes drive from the shop, I would be quite happy for someone from the good guys to come and inspect it to assess whether the fault was caused by me as the customer if they wish but they just hand off to Samsung. It's pretty obvious TGG want the final word from Samsung because then they are taking no risk at all, they're already guaranteed they will be sorted that way - it's obviously not convenient for me as the customer though.

      I just spoke to Samsung, they said sorry I didn't get a call yesterday like I was promised and that nobody in Sydney works on Sunday so there's nothing they can do (not sure how they can boast 24/7 customer care but oh well someone answered the phone I guess). Sydney must be where their case managers are located.

      • FrugalDealHunter on 14/04/2019 - 09:22
        +1

        It's upto you to decide whether to deal with the manufacturer or retailer. If TGG want Samsung to verify then they can contact Samsung and organise a rep themselves. I'd take the tv back to Goodguys to sort out.

        • imahapyboy on 14/04/2019 - 22:55

          yes, take it back to TGG, they took your money, they should do what they have to do

  • johnnybravo on 14/04/2019 - 12:01
    +2

    OP, really sorry to hear about your experience. Hope you get it sorted out soon. If you don't mind sharing the name of TGG store, it would be great as I would like to avoid them like the plague. I know not all TGG stores are like that so it's good to avoid the bad ones.

  • bogrolls on 14/04/2019 - 13:02
    +2

    I reached out to Samsung on Twitter who were very quick to respond and were apologetic about my experience.

    They said if it was a minor issue the best they can offer is a repair, I sent them a picture of the issue and said for a 10 day old TV there is no way I'll accept it's a minor issue. They also said I'll definitely be contacted tomorrow so I do think I'll get a resolution fairly quickly.

    • Cartman2530 on 14/04/2019 - 13:30
      +1

      Sounds like the tab bonding on some of the ribbon connections on the LCD are faulty, which generally means a whole new LCD. Absolutely a major fault.

      You may have to jump through their hoops to get the TV replaced but I'm sure it will end good for you.

  • greater mimic on 14/04/2019 - 14:53

    I had a similar issue with an LG TV a couple years back. LG just came and swapped it

  • Butt Scratcher on 14/04/2019 - 15:41

    Samsung's customer service is really damn good imo. Maybe next time deal with them directly.

    There was a 1 pixel vertical line (on a 4k tv) on my tv about 10 months in, you cant even see it 1m away. So i'd say this is even more minor than yours. I spoke to samsung directly and they sent over a technician to my house the day after.

    They then offered a refund or replacement, since he couldnt repair it. The model didnt exist anymore so they upgraded our tv for free!

    I was told samsung is able to authorise a refund or replacement, so give them a go.

    But yes, under consumer law you are entitled for a full refund when a major fault develops.

    • bogrolls on 14/04/2019 - 17:40

      Thanks for the info, after all the stories here about Samsung’s good after sales service im thinking it’ll get sorted but it’s been painful dealing with it. Let’s see how we go tomorrow.

      • misterpotatomato on 15/04/2019 - 08:21

        I posted on this thread down a little bit, but tl;dr is that I had success in messaging TGG over facebook to get my issues resolved. It's on either TGG or Samsung to resolve it, but I would definitely choose TGG to resolve it. I would probably ask for a refund and just go somewhere else. You don't want these longer term headaches methinks.

  • dufflover on 14/04/2019 - 17:44
    +1

    Do TGG have social media accounts like most places these days? A bit of a sad reality is often the quickest way to get it fixed is to just make noise there.
    But at least you've given them the chance first (far too many chances imo) given you've followed all the private channels first rather than straight to social media first.
    Let loose on that particular store!

  • Brick Tamland on 14/04/2019 - 19:05

    I bought an expensive tv from jb hifi which had a similar fault (vertical line down the screen) after 12 months. JB were happy to look at it under warranty but suggested calling LG who would make the house call. I went with lg so I didn’t have to lug the tv to the store. LG tech came round confirmed fault and replaced the screen about a week later. Easy.

    So it’s probably easier to deal Samsung tech rather than a belligerent store manager. But the store manager is definitely in the wrong and they should be able to offer something. Back in my day of electronics retailing most goods had a 14 day replacement policy.

  • happirt on 14/04/2019 - 21:34

    once u get support direct from Samsung, be prepared to say good bye to any future support/repairs by the good guys. so make sure your warranty is good with samsung for future support if you decide to go that route.

    • Beef Dingle Berry on 15/04/2019 - 14:25
      +3

      Future support by the good guys… he's not getting any present support from the good guys.

      • happirt on 15/04/2019 - 17:56

        just saying he would be giving the good guys more excuses not to provide support. if he went direct to samsung.. some people prefer a walk in store.. frankly i dont give a damn for either of the companies mentioned.

  • D6C1 on 14/04/2019 - 22:03
    +1

    Keep us updated OP

  • imahapyboy on 14/04/2019 - 22:53

    that's why I don't buy anything from TGG, worst customer services, I rahter spend more at dvid jones or myer

    • bogrolls on 15/04/2019 - 06:26

      Interesting point I’ve found you don’t have to spend big to get good after sales service. One of my mates has had great experience with Aldi and another one with Bunnings when it comes to returns. Me personally the last time I needed after sales service was with a KTM dirtbike and the response was great on that, they aren’t particularly cheap but did a great job.

      See how we go today.

  • solidussnake on 15/04/2019 - 07:49
    +1

    Quite common for JB/GG to have a tech sent out first to ensure it wasn't physical damage before replacing, otherwise they would be stuck with a damaged tvs.

  • mirz on 15/04/2019 - 07:51
    +1

    IMHO there is a major defect in brand new item and Good Guys shown their true colors straight away. If we are supposed to deal with manufacturers for every defective product then we should ditch all these stores and start shopping online only.

    I'm pretty sure bogrolls you will get a new TV unit as replacement from Samsung within a week. but it is lesson learnt for all of us how terrible is TGG after sale customer service. TGG manager represents TGG and we cannot just blame him for being this ar**hole and treating a loyal customer like this.

    TBH honest i had much better after sale experience with HN 4-5 times when it came to warranty claims and after sale service. They sorted out all issues over the phone and i did not even have to visit store to see someone in person.

    It should have been no questions asked replacement for you from TGG.

  • misterpotatomato on 15/04/2019 - 08:18
    +6

    So obviously, if you haven't caused the damage yourself, and its having issues after 10 days, then under your consumer gaurentees you are entitled to a repair, replace or refund, at your choice. Everyone here who is telling you to call Samsung about it is, plainly put, wrong. People telling OP to do this - would you do this if your TV started doing this after 10 days? I really hope you wouldn't.

    It sounds like you have already called TGG a few times and they don't want to come to the party, so calling them again may not yield much benefit. If I were in your situation, I would call TGG and quote the ACL to them (namely, what consitutes a major problem) and draw out the manager through questioning "Would you have bought a TV if you knew it was going to break in ten days?". Along those lines.

    My experience with TGG is woeful. My parents bought something that died after a few months and they took it back for a refund. They gave them a gift card for the refund. This gift card couldn't be used online, it was store specific. According to the ACL, refunds must be given in the same format how you paid for it. I took it up with TGG Loganholme and spoke to the manager who was largely a waste of time. I told him what he was doing isn't compliant with the ACL and I was going to contact the ACCC and he's like "I can give you the number for them its right here, its blah blah blah" (I think he was trying to bluff me or something - I don't know).

    Anyway I contacted TGG over facebook, told them the exact same thing, and they told me to go to the store and collect my gift card. I think they called TGG Loganholme and told them to get their stuff together.

    To everyone who is telling OP to call Samsung: Please stop doing this. You are weakening your own case in the event that something like this happens to you. If you buy something from TGG and it breaks, and they fob you off to the manufacturer (which they can't do under the ACL), and are successful, you are rewarding their anti-ACL behaviour. You're entitled to get a replace, refund or repair from a bricks and mortar store that has sold you something. If TGG fobs someone off successfully to the manufacturer, they will try again with the next person, and so on and so forth. Yes, the ACCC/ACL is vague, but in cases like the above, its pretty clear cut.

    • bogrolls on 15/04/2019 - 09:57

      For me it will be interesting to see the outcome of the Fair Trading complaint I've lodged. Your advice above is the same as what the fair trading hotline told me, they said if they don't comply the best thing for me to do is to lodge a complaint and they will make them do what is right. I was not going to bother with lodging that complaint but after some thought I figured maybe it will help the next person with a similar issue and they might get treated better so I went through and did it. Neither of the fair trading related scenarios sit well with me, it's either (A) I got the wrong advice from the hotline and the laws around this are not clear OR (B) TGG don't know their responsibilities or think they're above the law and can do what they want. Both A and B are bad.

      Another point which I understand is to focus on what I actually want in the end which is just my shitty tv replaced with a new one - so I can understand why people have mentioned Samsung could be the quickest and easiest avenue for it just mainly due to TGG not wanting anything to do with it. Realistically at this stage I think the Samsung route is all I have at present, TGG wont budge and I don't care to spend anymore time dealing with them until Fair Trading actually get involved.

      If I'm not mistaking I believe I'm 'entitled' to a new replacement and any costs associated with shipping this faulty one back to store to be covered, entirely organized and handled by the retailer. Looks a lot like the retailer wont be doing anything other than arguing and it will end up being the manufacturer sorting it out.

      • misterpotatomato on 15/04/2019 - 11:46

        Have you messaged them via facebook? You can wait for an outcome from fair trading but that could take a while. If you contact them over facebook and tell them where you bought it, when you bought it, what you were told and your ACL rights they might be more inclined to help you out. If you want it fixed fast, I would do that.

  • krishnabhargavt on 15/04/2019 - 09:09

    usually if its a repair by Samsung, they replace with refurb parts and not brand new ones.. I've had my samsung tv repaired by authroised samsung repair guys and he told me this… MOBO and wireless card were replaced I think due to an issue with my tv not recognizing any network .. which was a pretty common issue as per google… tv was out of warranty.. and the repair didnt fix it, samsung said this is not a major problem and the next repair should be paid by me.. I found a tip online to workaround the problem and after that never had any issue later

  • giventofly on 15/04/2019 - 10:50

    My Samsung TV and my friend's both have vertical lines. I think I'll be giving another manufacturer a go. Mine is now ten years old and exhibited the lines a week after extended warranty expired. Wish I knew my rights back then.

  • db87 on 15/04/2019 - 11:19

    Just wanted to add my 2c. I recently bought a 75 inch X90F and a 43 inch X75F, got both delivered and upon opening them, the 43 inch had a dead pixel straight out of the box. They had been in my possession for a week or so and unopened because we were finishing our renovations.

    I called the good guys immediately and they said to bring it in and they would replace it as soon as they had stock.

    I argued that although I could fit the 43 inch in my car, I paid for delivery and didn't want to risk further damaging it myself and having liability passed on to me.

    The manager agreed that was fair, he said to feel free to use the TV until a replacement was sourced and that the new one would be delivered and exchanged as soon as it arrived.

    Happy days at my end. I think you just got a difficult employee. You're TV is a lemon from the get go.

    • gimme on 15/04/2019 - 11:53

      do you have that in writing? I'm sure it'll be fine but as you said, sometimes different employee = different outcome.

      • bogrolls on 15/04/2019 - 12:01

        I have nothing in writing, it's been all verbal with the manager of the store. The employee I first spoke to very quickly escalated to their store manager so I'd guess that's one of their standard processes.

      • db87 on 15/04/2019 - 12:12

        The process has already been resolved.

        I still had the box and all (I make a point of not destroying boxes until I've tested things for a decent little run-in time) and offered for them to collect it straight away and he said that there should be no reason why I should have to go without the TV. Use it how I like and just exchange it when the replacement arrives, no questions asked.

        They did initially ask if it was something that could be inspected first, but I just stated it was a dead pixel, nothing you can do to fix that other than replace the whole internal panel. That's when the staff member then put me through to the manager to give the all clear.

        Very rarely will you be able to fix anything with tech these days unless it's a basic chip/part or something superficial that is easy to replace. Almost like new cars. Easier to write them off or replace whole panels than it is to physically repair things nowadays.

        Can happily say I dealt with the Preston, Victoria Good Guys (home maker centre). Said manager even offered me staff price on any other item I might have been interested in at the time for my troubles.

    • bogrolls on 15/04/2019 - 11:59

      Sounds like you were treated very well, maybe Sony have a better relationship with TGG or as you've said - maybe the people that run that store take customer service more seriously than those I dealt with.

      Also agree it's a Lemon alright, so is the broken ass process I've had to follow to get here.

  • Plasma on 15/04/2019 - 13:35
    +3

    Based on all the information you have provided this is an absolute disgrace on behalf of TGG. As a former JB Hi-Fi employee there was no way we would reject a customer bringing back a DOA product. The onus was on us to follow up with the manufacturer to organise RA numbers and technicians, but definitely not the customers responsibility under any circumstance. And whether or not it's a minor or major fault the bottom line is it's within the DOA period.

    Hopefully this will be rectified for you soon but to be honest I would have been plastering this all over TGG social media pages and demanded instant remedy - after all they are breaking the law.

    • bogrolls on 15/04/2019 - 13:57

      I have contacted The Good Guys customer help but haven't heard back. Nothing from Samsung as yet either.

  • gimme on 15/04/2019 - 13:41

    Is that an illegally downloaded movie lol?

    • bogrolls on 15/04/2019 - 13:55

      Nope, it's a TV Advertisement for that new movie Shazam.

  • zrmx on 15/04/2019 - 14:06

    Hope things can be sorted out for you before Easter OP =S

    Is the manager "new"-ish? It is just absurd as a retailer, that if they knew you as a long time customer, to not even show any good faith in dealing with it fairly.

    • bogrolls on 15/04/2019 - 15:57

      I'm actually not sure, I've never had to deal with a manager there before so I can't really say.

  • OzBrogains on 15/04/2019 - 14:22

    If it was me I’d escalate to the manager’s manager (usually a branch manager or the franchise owner) but not before warning them of that course of action. There’s no way he or she would let their staff blatantly shirk their responsibilities especially seeing as you have Fair Trading siding with you.

    • bogrolls on 15/04/2019 - 15:56

      If I knew a way to get in touch with that person I would happily do it. Good Guys customer care did get back to me about 20 minutes ago asking for more information so they can look into it.

      I'm interested to hear whether they support the stance of the store, if so I guess that sums up the customer service culture of TGG.

  • Ivegottadog on 15/04/2019 - 16:16
    +1

    Link below to Choice on consumer rights. This would be classified as major failure

    https://www.choice.com.au/shopping/consumer-rights-and-advic…

  • bogrolls on 15/04/2019 - 16:24
    +1

    So the TGG customer care just came back to me and said if I do not let Samsung assess it they will not offer any help with it further. They also said if I need any further help with it to contact the local store where I bought it. Great, so if that's the customer care of their head office I guess that's that.

    I never said I won't let them assess it but I did say if they go pulling it apart I will only accept a replacement TV. Which is fair enough as far as I can see, I have the right to a replacement or refund given it's age.

    Around we go I guess.

    • smpantsonfire on 15/04/2019 - 19:50

      Guarantee you they will swap it over. That's probably not something they can fix on the spot.

      They would work out how much it costs to fix on the spot vs a swap and dismantle at the workshop. Doing a swap would definitely be the most cost effective thing.

    • Plasma on 15/04/2019 - 21:08
      +1

      Wow. I am stunned. I thought customer care would have contacted the store and told the store manager to pull his head out of his butt. What is there to assess? It is a major fault within the DOA period. It isn't a situation such as a mobile phone whereby there could be physical damage caused by the customer (water, dropped etc).. As far as I am concerned it is a black and white situation. And based on my experience at JB - assuming TGG have adopted the same policies - you should have a new TV by now.

      P.S. Ask the manager to input your TV purchase in to 'Solvup' (repair portal) - I am almost certain it'll automatically authorise an exchange.

      • bogrolls on 16/04/2019 - 06:41

        They did talk about Solvup initially and said big band of vertical lines wasn’t in there. Mind you I’m not sure how well they looked.

        I got the impression they thought I’d caused it, I can guarantee the tv was handled with extreme care and doesn’t have a mark on it.

        I’m not sure how an issue like this that appears about 10 minutes after turning the device on from cold could be caused by me anyway.

        • syousef on 17/04/2019 - 13:25

          Have dealt with Solvup through JB Hi Fi before. Horrible experience with a mobile phone. Waited weeks and in the end when I was chasing them they through they were talking to JB and admitted there was no ETA. I went back to JB who then screwed up and changed my phone contract to give me a new phone so then I had to deal with that - ended up on a better (cheaper) plan (with more inclusions) but what a damned circus! I immediately tense up when I hear "Solvup".

  • Gomo on 15/04/2019 - 17:20

    Looks similar to what happened to my plasma samsung tv but occured after 12yrs :P

    • bogrolls on 15/04/2019 - 20:04

      Hah yeah very funny. I’ve still got a 40” Samsung lcd that’s old as hell but she just keeps going. Pity the new one is fuxt lol.

      • Gomo on 15/04/2019 - 20:13

        handed the tv down to the in laws its a 50" and the little kids dont care about a small 2" black line down the side of the tv :P

  • Aneurism on 15/04/2019 - 20:48

    Name The Good Guys location. I will ensure I will never buy a thing from them OR THEIR ENTIRE CHAIN if this is what happens when a customer receives a faulty product.

  • kayne1 on 15/04/2019 - 20:56
    -1

    Isnt it law that it is to be replaced within the 14 days of purchase?

    • bogrolls on 16/04/2019 - 06:37

      I found no specific law that states that, it says something like “reasonable” in the rules so it’s open to interpretation. Either way TGG ain’t having anything to do with it until Samsung do their thing.

  • Anvariel on 15/04/2019 - 22:11

    Did you pay via card? Could you return the unit as faulty to TGG and get your bank to do a charge back?

    • bogrolls on 16/04/2019 - 06:39

      I did pay with card, figured it would be quicker to get Samsung out. As above I think I understand what I’m entitled to but if the store isn’t complying the only course of action is to lodge a complaint which I have done.

      • ChickenTalon on 17/04/2019 - 09:31

        At least tell the store you'll be processing a chargeback. This usually gets things moving pretty quickly, they fear it more than "fair trading" or "ACCC".

        They lose the transaction amount PLUS a fee from the bank for the chargeback processing. If you have photos of the issues with the screen and evidence of the TGG refusal to refund then the bank will very likely side with you should the retailer dispute the chargeback.

  • Faulty on 16/04/2019 - 01:24

    Bogrolls buddy, once the process is over, name the location of the Good Guys store. If this is the bullshit level of customer service the not so "Good Guys" will be offering, I'll be recommending my friends and family shop elsewhere (I've already had two shitty experiences with them, DOA washing machine included). Also, get FairTrading on their arse mate. Pricks like these chains will never learn.

    • bogrolls on 16/04/2019 - 06:38

      Yep I’ll keep this updated when resolved and supply details of how it ends. A complaint has been lodged with fair trading.

      Cheers

  • bogrolls on 16/04/2019 - 10:16
    +1

    Got a call from TGG manager last night who left a message after hours asking how I was going with Samsung. I called back but the store had shut unfortunately.

    I called TGG this morning just to give them an update which is what the message asked for that he left, turns out the manager is on a rostered day off. The lady that answered the phone wanted details of the problem, I gave her a short run down and she seemed determined to fix the issue so she's calling the Samsung rep herself now and going to get back to me.

    I did mention the manager told me he'd already called the rep, I said I already logged a case with Samsung and gave her the numbers and I also mentioned I've lodged a formal complaint with Fair Trading - but said I'm happy for her to try if she likes because nobody else has been able to make it right yet.

    Who knows, maybe someone there does want to see their customers looked after.

    No call from Samsung yet, @SamsungAU on Twitter said if I don't hear back by end of business today to contact them again.

    • colossus on 16/04/2019 - 12:24
      +1

      Hi Bogrolls,

      Good luck. It sounds like you are closer to a solution. I think you have been correct to lodge a complaint and you should pursue this and ask for some additional compensation after the TV is replaced. A serious issue like this should have been a direct replacement without the hassles you've experienced. In my view, the manager and store have failed in their obligations in customer service, fair trading and social contract.

      I've had similar issues with TGG in the past, even within 24 hours of purchase. I've also had excellent experiences with them, in particular my last transaction.

      I disagree with other posters that the answer is a total ban on TGG, but this should be an exercise in caution for everyone. My approach when purchasing items, with any retailer, is to be very clear on what the process is for any issue. I usually go so far as you ask if I have ANY issue I deem to be unsatisfactory you will replace without issue. If they say I need to go to the manufacturer then define and understand the time frames for which this would apply and make a risk based decision.

      Again, good luck.

    • bogrolls on 16/04/2019 - 14:59
      +3

      A few things

      • I don't want a repaired TV, I want a new one without issues which is what I paid for. You can call that pedantic if you wish and you're entitled to your opinion. I do wonder a bit if I'm being too demanding, but surely a 10 day old TV counts as one that can be replaced with new.

      • TGG have said clearly if i take it down there they will not give me a refund or replacement.

      • Yes they should swap it over but have said they wont.

      • I've never said I don't want anyone out to assess it but I did say if they pull it apart I don't want it anymore. See the above bit about wanting a brand new replacement.

      • Fair Trading has assured me I am entitled to what I'm asking for.

  • ronnknee on 16/04/2019 - 14:39

    the GoodGuys manager told me under consumer law they have provided a remedy (have Samsung repair it) and that is all I was entitled to.

    Classic. Be sure to have the manager's name ready when you send in your complaint to The Good Guys and ACCC.

    • bogrolls on 16/04/2019 - 14:53

      I've already complained to TGG customer care, the response was laughable. They told me to call the store direct.

  • bogrolls on 16/04/2019 - 14:50

    So I received an email today saying Samsung VOC will contact me within the next 2 business days. I've again gone to twitter to private message @SamsungAU who set my expectation on the weekend I would hear sooner then that who has said their records show I have not provided proof of purchase (which I did on Friday afternoon).

    I also did not get a return call from TGG this morning who did say they'd call me back in 5-10 minutes after talking to the rep.

    My patience in dealing with this is just about gone. I pity anyone who deals with the Good Guys for a warranty issue, also to all those that have had a good experience with Samsung after sales support - maybe you called a different number to me. It's a total circus. Also there's a pretty big fkn issue with fair trading laws that retailers just don't have to abide by, whatever the penalty is or threat of what might happen if they do the wrong thing obviously is not enough, old mate at the TGG couldn't care less about the complaint being lodged.

    • kungfupanda on 16/04/2019 - 15:41

      probably TGG hasn't gotten any penalties - only warnings so they don't care.

  • kungfupanda on 16/04/2019 - 15:42

    Which TGG store is this?

    • bogrolls on 16/04/2019 - 15:44
      +4

      I was going to refrain from saying but it's the store in East Maitland.

  • Ryugen on 16/04/2019 - 16:02

    Subscribed, definitely interested to see result. Good luck OP sounds like you're in for a fight.

    My recommendation in dealing with hard to deal with retailers is to go loud on this and blast them online. Companies these days are very scared of negative reviews / press online. They have a Facebook account that can be referenced using @thegoodguysAU, same handle for their instagram account.

    They also have a productreview page at: https://www.productreview.com.au/listings/the-good-guys-phys… however looking at their 2.3star rating with no response from their team, they probably don't monitor this as much.

    If you haven't already, and since you're waiting anyway, jump on these and make some civilized noise!

  • YellowDieselGolf on 16/04/2019 - 18:58
    +7

    Bogrolls: My new tv is broken! Can you help me?
    The Good guys: nah na na na nah nah nanahhhh

    • bogrolls on 16/04/2019 - 19:57
      +1

      LOL thanks Diesel… gotta see the funny side of things.

      Ended the day with no call back from Samsung or TGG so I guess tomorrow must be the day I’ll hear. It’s not gone unnoticed that we’re running towards the Easter weekend when people take leave and what not so I’m expecting I’ll be shit out of luck of getting this sorted anytime soon.

    • Aneurism on 17/04/2019 - 20:32

      Will I ever shop at the Good Guys in future after reading about how they deal with warranties ?
      nah na na na nah nah nah naaaah

  • Dorminate on 16/04/2019 - 19:09
    +1

    Has anyone posted the link to this thread to the goodguys Facebook page?

  • kayne1 on 16/04/2019 - 21:52
    +2

    Excuse me if you have seen/ been provided this info.

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

    • TEER3X on 17/04/2019 - 06:42

      Wow, that's some good info. Needs to be stickied somewhere.

      If I were the OP, I'd print it out and take it to the good guys and tell them to come pick up the TV

      It actually includes widescreen TV's in the verbage

  • ciccio on 16/04/2019 - 22:13

    I know it's bothersome, but if you have no resolution in the next couple of days, put the TV in your car and return it to the Good Guys store. Let them arrange the Samsung inspection. It's their responsibility.

    The Good Guys are entitled to have the item inspected by Samsung before repairing, replacing or refunding your purchase. They need to confirm the nature of the fault. However, they must do so within a reasonable amount of time. And remember that it's your decision as to whether they repair, replace or refund (given the fault constitutes a major failure). Let them know which resolution you require when you return the item.

    If The Good Guys do not remedy the issue within a reasonable amount of time, or the remedy is not what you required, let them know you intend to make a consumer claim via NCAT. If they fail to provide a resolution at that point, go ahead and file your claim application with NCAT. Don't bother with Fair Trading.

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