John Lou Recliner Warranty Issue - Harvey Norman

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Harvey Norman

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  pais on 01/05/2019 - 10:31

  Not sure it constitutes a major failure - what impact does the absence of this spring have on the chair's functionality?

  Regardless, re: warranty, I believe it is reasonable for a single chair that cost $1000 to last longer than five years.

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    Capo93 on 01/05/2019 - 10:37

    One spring is completely missing whilst another 2 springs are sticking out. These springs are what hold you up when you sit in it, so when you sit in it now you sink in.

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      pais on 01/05/2019 - 14:20

      Yeah, I'm not compelled that makes it major. It's still a chair that functions (i.e. you can sit in it), and wear & tear happens.

      I would nonetheless push for HN to resolve the issue for you given the price.

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  [Deactivated] on 01/05/2019 - 10:39

  Doubt it's a major issue… more likely a minor one.

  HN are still liable to fix it though, fails the 'lasting' component of the consumer guarantee.

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  whooah1979 on 01/05/2019 - 10:42

  The only way to get a remedy is to force the retailer.
  https://www.ncat.nsw.gov.au/Pages/apply_to_ncat/apply_to_nca…

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  qwerty on 01/05/2019 - 11:00

  I would contact accc and see what they say

  if others are offering 10 years on springs then john lou should be similar

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    k-rokfm on 01/05/2019 - 12:29

    +1

    Just cause others are doing it doesn’t mean theirs will be the same - Kia offers 7 year warranty, should my Japanese car (with 3 years warranty) have to fix my engine after 6.5 years?

    Also the others have a 10 year frame warranty - not spring.

    OP I would try and use the sofa for as long as possible otherwise try and replace it and use it as a spare

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      Capo93 on 01/05/2019 - 13:06

      I agree with you, just cause one offers it doesn’t mean the other has to.

      I was just using the frame warranty as an example. For example, lazboy doesn’t mention the springs as being part of the frame or anything but it has to Ben part of something. Without springs, you can’t sit in it.

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        [Deactivated] on 01/05/2019 - 13:41

        Without springs, you can’t sit in it.

        If you buy a car and the windshield broke, you not drive in it either. This doesn't make it an ACL matter as wear and tear happens.

        Similarly, the springs in the recliner keep the seat upright. It is still a seat, albeit tending to recline as soon as you lean back. By that standard, it is a minor defect.

        Go to your local Bunnings. Garden gates use similar springs. You can try those.

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          Capo93 on 01/05/2019 - 14:57

          @[Deactivated]: I don’t think springs coming out of the frame is a wear and tear item. I’m not sure if you looked at the photos but they are not gate springs.

          I also think you example of a car window is way off, try maybe a mattress missing springs, it would be very uncomfortable and not fit for purpose.

          Minor or major faults comes down to can the item still be used in its fault state?

          For example, if a motor fails in a washing machine, that is major as it cannot he operated.

          A broken handle on a fridge would be a minor issue.

          A mattress missing springs meaning you can’t use it would be major.

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            [Deactivated] on 01/05/2019 - 14:59

            @Capo93: You can still sit in the chair. Albeit not in the most comfortable position.

            Just looked at the picture. Hard to tell what cause the damage but it doesn't look like a very robust construction.

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  garetz on 01/05/2019 - 14:24

  Warranty should start from delivery date, not purchase date, argue that point, Most quality recliners these days come with 7-10 years warranty.

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  Capo93 on 07/05/2019 - 17:29

  So I responded saying we weren't happy, we think it should last longer etc and this was the response I got today:

  Hi Ryan,

  We have a 2 year warranty on the pocket springs and in this instance, the customers issue has also exceeded the warranty period.

  I have discussed the customers issue with management again and they have advised that we are unable to authorise a >repair, replacement or return of the recliner under warranty as the customers issue has exceeded the warranty period by >more than 2 years.

  Unfortunately there is nothing we can do under the warranty.

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    SnoozeAndLose on 07/05/2019 - 17:35

    Only resources is from ACCC

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  Capo93 on 10/05/2019 - 17:53

  After getting in contact with the ACCC then going back to Harvey's we got this offer:

  In taking into account the cost and the timeframe, which has been a reasonable amount of time with uninterrupted use, we do believe the chair has been of good value.

  I have been back in contact with the supplier and they have agreed to supply a replacement pocket spring unit as a gesture of good will. They will not be covering the cost of repair.

  I have been in touch with our local upholsterer and he has quoted $200 to fit the spring unit with replacement foam casing. As this is nearly five years old and outside the warranty period, we are willing to go 50/50 with you in the cost of the repair as a gesture of good will.

  The other alternative is to offer you a replacement chair at a discounted price.

  We are going to go with a repair.

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  BooYa on 11/09/2019 - 20:52

  +1

  A bit off topic, but Amart furniture provides 10 year structural warranty on all their leather chairs, lounges, etc.

  Ps. As for the topic in this thread- I think it amounts to a major failure because it's not in a reasonably useable condition (I believe a judge would apply the 'reasonable person' rule, in that no reasonable person would consider the item to be in a useable condition).

  However, I am more concerned about the health and safety risk, if the spring penetrates the covering and injure the user.