Being Ripped off by Wall-Mount Installation Team When Buying a TV from The Good Guys

ntienvu on 07/07/2021 - 16:11
Last edited 18/07/2021 - 12:30 by 1 other user

I am from Adelaide. I recently bought a TV 75" from the Good Guys (for $1700) https://www.thegoodguys.com.au/samsung-75-inches-au8000-4k-u…

I paid $300 for wall mounting. The wall-mount installation is arranged through the Good Guys by an external company.

On the day of wall mounting, I was charged $100 extra for concealing the cable under the wall and I am happy with that. Then, the staffs suggested me to provide:
* 2x HDMI cables (3m).
* 1x Surge Protector
* 1x 5m Fly Lead
They didnot tell me that they will charge me extra. I thought they are included in the cost.

At the invoice payment, they charged me:
* 2x HDMI cables (3m) = 2x $100 = $200
* 1x Surge Protector = $100
* 1x 5m Fly Lead = 39$

All the HDMI cables and surge protector are still visible outside the board. Thus, I can confirm that these are the one they provided to me
* $11 each (charged me $100 each) https://www.inkstation.com.au/high-speed-hdmi-cable-with-eth…?
* $28 (charged me $100) https://www.amazon.com.au/SANSAI-Outlets-Charging-Charger-Pr…
* $12 (charged me $39) https://www.amazon.com.au/White-Antenna-Cable-Aerial-Flylead…

I have called the installers to justify the costs. However, they said that they have installed the "high-quality" product and refused to discount/refund.

I was charged $200 for 2 HDMI cables which are worth $20. Do you have any suggestion on where should I proceed with the formal complaint about this?

===============================================================================================
Total $749 for wall-mount installation cost, excluding the wall-mount kit.

Receipt 1: labour cost $300 https://www.dropbox.com/s/rt276vsmudimlxi/Receipt_1_TGG.PNG?…
Receipt 2: extra installation (above thread) $439 https://www.dropbox.com/s/swb3vcm29t6b9j4/Receipt_2_TGG.PNG?…

===============================================================================================
This is the photo after wall-mount installation https://www.dropbox.com/s/6739ik0puvrg3p6/after_installation…

===============================================================================================
Update 1: I have contacted the Good Guy who said that they will contact the installers and get back to me…

Update 2: The GoodGuy has reviewed this case and contacted the installers. The installers has got back and offered the refund of $220 back to me. In particular, the costs have been updated as follows:
* 2x HDMI cables (3m) = 2x $100 = $200 (previously charged) => $50
* 1x Surge Protector = $100 (previously charged) => $50
* 1x 5m Fly Lead = 39$ (previously charged) => 20$

Electrical & Electronics Wall Mount

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Comments

        • BOGOF on 08/07/2021 - 10:34
          +14

          Yes, but he thought it was included

          • D Money on 09/07/2021 - 10:18

            @BOGOF: They charged $349 for the 44 gallon drum of KY…I could of got it from Amazon for $89 delivered - I thought he was just being a gentleman.

          • Nicko99 on 11/07/2021 - 11:14

            @BOGOF: Savage

  • jv on 07/07/2021 - 16:31
    +55

    I would leave a review on google just mentioning how expensive you found them and that you'd never use them again… Stick to facts so that you don't get sued.

    • htc on 08/07/2021 - 09:58

      I googled homedigitalsystems, no link to their review, will be interesting to see if there were previous people complained.

    • parsimonious one on 08/07/2021 - 10:14
      +2

      That seems reasonable.

      If there is no Avenue to leave feedback to the installer you could also leave feedback in GG website commenting on the product and the GG recommended installer

      • jv on 08/07/2021 - 10:18
        -1

        Agree…

        And on their facebook page… Then GG might actually do something about it…

  • moo on 07/07/2021 - 16:33
    +18

    Are the HDMI cables…MOOOOONSTER CABLES?

    • BillyG687 on 08/07/2021 - 10:39
      +1

      I paid $14 for two 3 metre Monster HDMI cables from David Jones and felt like it was an illegal activity.

  • garetz on 07/07/2021 - 16:33
    +2

    Should you not agree to buy something before actually knowing the cost involved ? That's basically giving them carte blanche to charge you whatever they want.

    • ntienvu on 07/07/2021 - 16:36
      +4

      i do not agree to buy something.

      they said that they will include the HDMI cables… they didnot mention if they charge me or not.

      • Hithere on 07/07/2021 - 16:42
        -1

        they didnot mention if they charge me or not.

        Did you ask them or did you expect to get them for nothing because……………. ?

        Life lessons can be cheap but in your case this time they are expensive.

        You've obviously made a mistake but nothing you can do about it.

      • garetz on 07/07/2021 - 16:43
        +3

        Did you think they would give you gifts from the goodness of their heart ? You always ask questions first, assumptions are for fools.

        • ntienvu on 07/07/2021 - 17:12
          +6

          A few days ago, I ordered the wall-mount installation for my washing machine from the Good Guy. I paid $150.
          There is a team coming to install it. They also asked me including a rack and the cable,…etc. But they finally didnot charge me extra. I think it is all included in the package.

          Today I am in the similar situation of install the wall-mount. I again thought they are part of the installation package. I dont expect them to give me as the gifts.

        • Rick Sanchez on 11/07/2021 - 21:54

          It would be nice if you could rely on people to do the right thing

  • WreckTangle on 07/07/2021 - 16:35
    +8

    I remember when hdmi cables actually cost that much…in 2005

    • DannyBoy on 08/07/2021 - 00:35
      +1

      Yep and a new PlayStation 3 kit cost almost a grand

  • SnoozeAndLose on 07/07/2021 - 16:42
    +2

    Just ask them what was supplied and you should know.
    Go to Fairtrade if they did not provide the cost upfront prior to the installation, but I think you also take the responsibility.
    I think before they do the job, they should have provided the cost list and you should agree on prior to installation, this is the only point you can argue.

    • ntienvu on 07/07/2021 - 16:43

      great! thanks. I think your suggestion is the most helpful so far I got :)

    • deva5610 on 07/07/2021 - 17:16
      +2

      It's listed with TGG what is and isn't included.

      Not Included: Travel beyond 30km from store of purchase, wall mounting brackets, concealment of connecting cables, antenna & component connection cables or cable extensions, additional component connections over & above the included limit, antenna works where existing antenna has poor or no reception, installation or relocation of a power point or antenna point, additional time to complete updates to smart TV applications, removal of an old TV

      • SnoozeAndLose on 07/07/2021 - 17:21
        +9

        Yes it is listed but the term is not mentioned that the price is not going to be disclosed.

        The supplier should provide the cost upfront and get the customer to accept it before proceeding.

        OP should also ask, so I think both should be responsible 50-50.

        • jv on 07/07/2021 - 20:31
          +12

          The supplier should provide the cost upfront

          Agreed…

          Otherwise, there's nothing stopping them charging $1000 per cable…
          What is the cut-off for disclosing vs not ???

          • parsimonious one on 08/07/2021 - 10:18
            +6

            @jv: Agreed, whilst it’s prudent for the OP to check costs before hand it’s not ok for the installer to charge whatever they like without advising the client of the cost and obtaining permission to proceed.

            Ps: I can’t believe I’m agreeing with JV so much today

          • Nicko99 on 11/07/2021 - 11:17

            @jv: Seems to be $100 per cable

  • Master Bates on 07/07/2021 - 16:45
    +9

    Sheesh, $739 to fit a TV on the wall. Time to get your story on A Current Affair.

    • cocomelon on 07/07/2021 - 17:26
      +3

      i agree that is bullshit why dont you go to consumer trading ACCC - what a dodgy practice

      • ntienvu on 07/07/2021 - 20:58

        thanks mate. I am making a complaint with The Good Guy who said that they will follow up with the installers.

        • CocaKoala on 07/07/2021 - 23:40
          +6

          Turns out they're the bad guys, eh?

          • htc on 10/07/2021 - 22:19

            @CocaKoala: Bad guys working for good guys or tGG working for tgg, GG= greedy guys

        • CheeseBeans on 09/07/2021 - 18:34
          +2

          Consider also lodging with the ACCC if you genuinely feel you've been aggrieved or misled.

          Noting that I'd lodged with the ACCC was enough to get jb hifi to go from "well, we'll need your phone for a month or two to do this warranty exchange" (it was like, 3 months old) to "we can give you a loan phone in the meantime and it'll take a few weeks"

  • Mokr on 07/07/2021 - 16:49
    +4

    Reminds me of going to the car mechanic - so many add ons

  • Hybroid on 07/07/2021 - 16:52
    +7

    Wow, you've paid the best part of 3 grand for a pretty basic & outdated TV installed on your wall. You could have had an OLED for that much money… Why did you not reject the absurd costs instead of paying up?

  • kiitos on 07/07/2021 - 16:54
    +1

    I gotta admit, I sometimes don't ask and hope for the best, in situations where it might appear miserly to quibble over the price.

    • KSMLJ on 10/07/2021 - 18:43

      That's a expensive question you are not asking to save face.

  • deva5610 on 07/07/2021 - 17:19
    +2

    The Good Guys list what is and isn't included on their website -

    Not Included: Travel beyond 30km from store of purchase, wall mounting brackets, concealment of connecting cables, antenna & component connection cables or cable extensions, additional component connections over & above the included limit, antenna works where existing antenna has poor or no reception, installation or relocation of a power point or antenna point, additional time to complete updates to smart TV applications, removal of an old TV

    So there really isn't anyone to complain to. Could they have told you what each cable cost, sure. On the other hand you really should have asked.

    • SnoozeAndLose on 07/07/2021 - 17:22

      But now OP seem to be the solo responsibility to pay full cost.

      • deva5610 on 07/07/2021 - 17:23

        Yes.

      • brendanm on 07/07/2021 - 17:55

        Why wouldn't he be.

        • Nebargains on 08/07/2021 - 08:01
          +10

          If the installers didn't disclose the price then I think a reasonable person would assume that the price is either negligible or included. Its like when you take your car to get serviced, they put in things like oil and you pay for that, but the price is negligible, but then they find a broken part - say $330 - and any decent mechanic is going to call you and confirm you are happy to proceed with the work and potentially offer alternatives so you can make an informed decision. They don't just wait until you rock up and then slug you with a massive bill.

          • brendanm on 08/07/2021 - 08:44

            @Nebargains: Op was asked if they wanted the cables and surge protector. They agreed. They knew what was included in the installation price, as it's listed. Any reasonable person would know that they will be paying for anything they agree to beyond that.

            • Vote for Pedro on 08/07/2021 - 09:02
              +9

              @brendanm: OP learnt a lesson about shonky businesses. These types usually don’t care because they won’t get return business from you and don’t care about your word of mouth because they are provided work via TGG.

              I would definitely encourage op to share experience with TGG. Though their business model is similar to hn on exxy cables so they probably won’t care either.

              • brendanm on 08/07/2021 - 12:02
                +1

                @Vote for Pedro: Op learnt a lesson about using their voice, and not assuming.

              • BuyOrNot on 08/07/2021 - 20:16
                +1

                @Vote for Pedro:

                because they are provided work via TGG.

                They probably have to share some commission with TGG

    • [Deactivated] on 08/07/2021 - 21:00
      +1

      A little trolly to say but, "component (connection) cables" are a specific type of cable that were used pre-HDMI days.

      • deva5610 on 08/07/2021 - 22:55
        +1

        I'm sure they'd argue (and that the intention actually is) that they don't mean 'component cables' but cables to connect components together, hence the 'connection' in the middle.

        I do agree though, that was my first thought when reading it too heh.

      • dizzle on 08/07/2021 - 22:58

        I think by saying "component connection cables" rather than component cables. They are talking about any cables connecting other components. Ie HDMIs, Opticals, Component, Composite cables. Covering all types by one phrase.

        • Nicko99 on 11/07/2021 - 11:19

          Oh yeah

  • Drakesy on 07/07/2021 - 17:40
    +6

    Classic salesman antics that have been employed by Harveynorman and JBhifi for years to bump up comission. Just look up Monster cables scam.
    I'm afraid they saw you coming and decided to upsell you.

    They got you hook line and sinker and afraid you may be SOOL

  • pegaxs on 07/07/2021 - 17:59

    Lol @ $100 HDMI cables…

    I thought they are included in the cost.

    Something about sticking feathers in the ground and hoping to grow chickens…

  • slow on 07/07/2021 - 18:05

    Yes you got ripped off, but all you can really do is leave a factual review to warm others and then just forget about it and enjoy your new TV

  • Ash-Say on 07/07/2021 - 18:23
    +1

    You got badly ripped off.

    I hired licensed electrician and he only charged $100 for wall mount installation and 1 power point which required getting into ceiling to run new cable. He so had an associate so it was a bargain considering they spent good 2 hours.

  • This Guy on 07/07/2021 - 18:52
    -6

    TV installs run ~$150/hr and usually use four hours (2 hour, 2 people) for a 75".

    Most places end up around $500 with parts as they usually wont charge both hours.

    The extra $250 is a convenience charge for organising a service though the good guys.

    • pharkurnell on 07/07/2021 - 19:02
      +7

      TV installs run ~$150/hr and usually use four hours (2 hour, 2 people) for a 75".
      Most places end up around $500 with parts as they usually wont charge both hours.

      Guess I'll never have a TV hung then.

      • Nebargains on 08/07/2021 - 08:04
        +7

        In most circumstances, provided you have two people and some basic DIY know how, you can easily mount a TV yourself. I think if you want cables concealed in a wall it's meant to be done by a licensed electrician, but plenty of people do it themselves as well.

        Just don't tell anyone you mounted your TV yourself… then friends and family will want you to help with theirs :0

        • Mosher on 08/07/2021 - 08:12

          It's so simple to do

          I watched a lot of youtube video's and just got my son to help me lift the TV onto the wall bracket and the rest I done myself

          • This Guy on 08/07/2021 - 19:40

            @Mosher: Most services aren't hard to do your self.

            You are paying for someone with experience to come to you and do something for you that you did not want to/could not do yourself.

        • smartazz104 on 11/07/2021 - 10:13

          That’s when I’d generate an invoice for 150/hr…

      • This Guy on 08/07/2021 - 19:35

        Ring around and get quotes. Some installers can bring it down to ~$100/hr for various reasons. Some barely mark up materials. And many 65" and almost all 55" TV's won't need two installers if they do a quick job.

        A used small, light TV with no penetrations or other issues could be well under $200 to mount with a few strips of cable tray by an expensive installer. Or it could be significantly more if a new antenna run is needed. Or it could be ~$100 with parts if you get a teenager to do it. But good luck getting a teenager to fix or replace any damage.

      • [Deactivated] on 08/07/2021 - 21:02

        I wouldn't either at that price, I imagine 1.25 hours of that must be transport and/or parking.

    • brendanm on 08/07/2021 - 08:45
      +9

      TV installs run ~$150/hr and usually use four hours (2 hour, 2 people) for a 75".

      Wow. Did mine quicker as one person who doesn't know what he's doing.

      • This Guy on 08/07/2021 - 19:18
        -4

        Yes. I can change the seals on a toilet float in about 5 minutes. Plumber is still going to charge me at least an hour as they will do all the things I don't know about, clean up, keep their vehicle stocked and drive to my place.

        Physically mounting a smaller, unpacked TV can take as little as ten minutes if you don't clean up. But for a 75"…

        Driving to the client on average takes 15. Bringing in tools takes at least 5-10. Bringing in the TV takes at least 5. Dressing the TV takes 5. Measuring and marking up takes 5. Consulting the client takes at least 5. Cutting holes takes 5. Routing cables takes at least 5. Making a concealed antenna cable takes 5. Mounting, centering and leveling takes 5. Tuning and renaming inputs TV takes 5. Configuring the Wifi takes 5. Training the client usually takes 15. Vacuuming and pack down takes 10. Driving back to the shop takes on average 15. If everything goes perfect it might be an hour and a half, that is why most will only bill 2 hours and plus parts.

        If the building has access control, a lift or no close parking, add 30 to 60 minutes for access.

        Often parts of the antenna run need replacing or the antenna needs repositioning/replacing.

        Often the client will want an extra device configured or mounted, like a receiver or a sound bar.

        Often a client will want roof mounted speakers installed, or smart home features set up.

        And if the TV isn't in stock locally, their is commute to another store or warehouse.

        Most of the extra services takes a few years to train up. And then their is accreditation. And plenty of further study as AV is constantly changing.

        • rompastompa on 08/07/2021 - 20:32
          +4

          There's a lot of if's in your statement..

          • This Guy on 08/07/2021 - 20:45
            -2

            @rompastompa: And there is no content in yours. What is your point?

            • rompastompa on 08/07/2021 - 21:01
              +2

              @This Guy: My point is, are you happy to pay $300p/h to get your TV installed/mounted? Using extremes isn't helping OP case and rounding every task up to a 5-15min interval will always 'show' it's taking longer. I'm guessing you're in consultancy too (besides the typos).

              • [Deactivated] on 08/07/2021 - 21:24
                +2

                @rompastompa: Nothing but a time machine can help OP's case.

                He/she needs to drop the victim mentality, accept responsibility for failing to check what he/she was agreeing to, notch it up to experience and get on with life.

              • This Guy on 09/07/2021 - 19:20

                @rompastompa: No, I do it my self.

                As for time, I don't think you have working in a client's home before.

                I mounted a 75" in my own house, by myself, in 30 minutes. But you can't fit a 75" in a ute so there was another 8 hours just getting the TV home and disposing of the old one. There was an hour and a half sourcing tools and parts. Half an hour of clean up. And several hours configuring the TV over weeks because I did not know what I was doing.

  • brad1-8tsi on 07/07/2021 - 19:09
    +3

    TGG would be a good place to start

    • ntienvu on 07/07/2021 - 22:47
      +1

      thanks, I am making a complaint with The Good Guy who said that they will follow up with the installers.

  • Third_Gear on 07/07/2021 - 19:29
    +13

    Thanks for posting this. I can now show this thread to my partner so she recognises how much money we save because I can do all this stuff myself.

    Look at the work they did and get an idea of just how easy it is to do so next time you can have a go.

  • Peter Enis on 07/07/2021 - 19:36
    +8

    Wow so all you get for your initial $300 is to affix the bracket (separately purchased) to the wall, put the TV on it and plug it in, with the cables exposed.
    Glad I know basic DIY!

  • MS Paint on 07/07/2021 - 20:21
    +5

    $100, a YouTube video and 2 hours of your time and you could have DIY'd.

    Lazyman Tax

  • Sidog on 08/07/2021 - 00:26
    +6

    You should lodge your formal complaint with the Wall-Mounted Police.

    • Guybrush57 on 08/07/2021 - 00:36
      +8

      We don't have them here in Australia unfortunately. Only Canada has the Royal Canadian Wall-Mounting Police

  • mikekiwimike on 08/07/2021 - 07:32
    -3

    I am sorry that you got scammed here, a good lesson to learn is to be able to say ‘No’ even when they are in your house doing a job because they are not legit I’d they are adding several items to an already agreed price.

    My opinion would be to shame “Good Guys”, do this directly to them first and then use social media, make sure you are accurate in your story. Do this effectively and you may be able to get a refund.

    Maybe suggest to Good Guys that you will return their TV because this was not what you asked for.

  • dogboy on 08/07/2021 - 08:22
    +1

    What a rip off. They have to be kidding themselves.

  • hippyhippy on 08/07/2021 - 09:11
    -1

    You got ripped. Even though tgg should not be using such dodgy installers… it's not the fault of tgg. This is between you and the installer.

  • azhar7772 on 08/07/2021 - 09:27
    +2

    Get a receipt from TGG and post it online. $770 for TV installation. WTAF.

  • Mosher on 08/07/2021 - 09:54

    Just sat down to work out how much it cost me to do it myself last time

    Wall mount $65.00 from catch
    Franklin stud finder $97.95 from Bunnings
    Selby HDMI with Ethernet 4K 60Hz HDR SHD4K $31.00 each x 2 = $62.00
    Recessed Cable Entry Wall Plate - Large $7.95 x 2 = $15.90

    Total $240.85

    Plus I still have the stud finder

    • FocusRider on 08/07/2021 - 10:26
      +1

      100bux for a stud finder???

      • MrKnowItAll on 08/07/2021 - 12:25
        +9

        Must be single - my wife has one built in.. it's why she married me.

      • theguyrules on 08/07/2021 - 13:34
        +4

        Cheap stud finders are trash.

        • dmbminaret on 08/07/2021 - 16:48
          +2

          Are you calling his wife trash??

          • MrKnowItAll on 09/07/2021 - 04:59

            @dmbminaret: She's anything but cheap - cashed out a month of leave yesterday and it's mostly gone haha

    • immortalbjr on 08/07/2021 - 14:51

      Its almost like doing things yourself is cheaper than paying other people who make a living from work.

  • htc on 08/07/2021 - 09:55

    Link to homehomesystems didn't work.

    • ntienvu on 08/07/2021 - 14:18
      +2

      the link was working yesterday, but it isnot now. They may have turn it off after finding this thread :)

      • htc on 08/07/2021 - 15:03
        +2

        I feel for you, it would have been better if the company tell you the cost before hand, as many people in this forum mentioned, as an example, when you purchase a burger, the cashier will ask you if you want coke without saying the price, although it is quite clear what you will be charged, so company like these should really train their workers to actually tell the customers what they will be charged for before proceeding the work. It is unfortunate you forgot you have already paid for the 299 installation fee making you to assume the invoice of 439 included the equipment cost. Which makes me wonder if they do that to many customers, and you are the first that complain, or complain on a popular forum? The first invoice is hsnetwork.com.au, so is it a different company that contract the homedigitalsystems?

        • ntienvu on 08/07/2021 - 15:41

          the first invoice is from The Good Guy who charged me $300 to authorise/organise the installation via HomeDigitalSystems.

          Previously, The Good Guy has also organised the wall-mount installation for my Dryer in the similar manner without charging me extra. Note that, the installer for wall-mounting Dryer is not HomeDigitalSystems.

          That is why I trust the installers coming from The Good Guy and I didnot ask for the item price.

          • htc on 08/07/2021 - 16:02

            @ntienvu: btw, the person from homedigitalsystems actually tells you to pay $100 extra for putting the cable inside the wall, but did not quote the price for the hdmi, I guess if they quote that price to anyone, that person likely to get shock.

            • ntienvu on 08/07/2021 - 16:05
              +2

              @htc: Correct! both the GoodGuy and the staff from HomeDigitalSystems told me there is $100 extra for concealing the cable under the wall and I have agreed and there is no problem with that.

              • htc on 08/07/2021 - 16:09

                @ntienvu: This is a great post, op, it really warn others of the potential problem when getting people to install the home tv system. Hope TGG can resolve this issue for you.

          • htc on 08/07/2021 - 16:04
            -1

            @ntienvu: So did you ask them why the person quote you the price for installing inside the wall for extra $100 but failed to declare the price for the hdmi and other extra equipment. Also the 299 quoted by tgg, homedigital probably don't receive the full amount, so they try to milk more from the homeowner. Given they can probably see you spent 2k for a tv, they will try to milk more from you.

            • ntienvu on 08/07/2021 - 16:09
              +1

              @htc: TheGoodGuy told me this extra when I bought the TV, e.g., when I paid for the 1st receipt.
              A day before installation, there is a lady from HDS confirmed me $100 extra for concealing.

              However, on the installation date, the installers (two other guys - not the above) didnot tell me the cost $100 of the HDMI cables.

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