The Good Guys and Statutory Warranty

Earlier this year, I went to a Good Guys store asking whether a several year old appliance could be repaired. While I was advised that nothing could be done due to manufacturer warranty expiring, I thought given the cost and nature of the item, a statutory warranty was appropriate. But they didn't seem to understand and insisted on contacting the supplier for repair.

So I booked a repair date and also lodged an online Product Fault Enquiry explaining why I thought the item was a good candidate for stat. warranty.

A week later, I received a call from the store's number. Caller agreed that stat. warranty should apply and told me a repair date would be booked with the supplier. As I already had a date booked, I suggested that it might be more efficient to use my booking. He said that was possible and entered the booking no. into the system's repair request record. At that point, I assumed that the booking was now The Good Guy's responsibility and that billing details would be seamlessly updated.

Wrong. Fast forward 3 months. Turns out the supplier still issued me a $238.60 invoice for repair which was paid for by my real estate property manager. So I raised this with the store and asked for reimbursement. After investigating, they told me that they couldn't identify the caller who agreed to a stat. warranty (because I couldn't remember his name).

So, instead of full reimbursement, the manager is offering a $200 store credit as a good will gesture (no expiry). I did ask if they could match the invoice amount, but it's the best they can do.

So what's your opinion on this? On the one hand, it seems unfair that the store has reneged on something they initially honoured. But on the other, they say they're unable to verify my claim about the call and are struggling to get a refund from the supplier.

Has anyone been in a similar situation before?

UPDATE: Thanks everyone for your responses. While Fair Trading was another option, didn't think the extra time and worry was worth $38.60. So I've accepted the credit.

Poll Options expired

  • 45
    Accept the $200 store credit
  • 1
    No, if you accept, you should lose your OzBargain licence. Fight for the difference.

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Comments

  • +3

    That's annoying and u can probably complain and push… But at the end of the day it's only $238. It sounds like this is for an investment property so it kinda works out ok. You can claim the cost as an expense, and you've got store credit which more than covers your cost after the tax deduction.

    Its not ideal… But at least the charges were minor and you've got some sort of compensation.

  • +1

    so am I reading it right… your all Grrrrrrr over 38.60 when they could say sex and travel ?

  • whether a several year old appliance could be repaired

    How many years are we talking though?

    How old is the appliance, how long was the warranty, what was its cost and what is it?

    As the answer to these all factor in if the appliance has a 'Statutory Warranty' claim or not.

    A $400 dishwasher that is 7 years old is like yeah nah, while a $3000 dishwasher that is 3 years old when it only had a 2 year warranty, is a yeah.

    • +1

      Appliance is a wall oven. Bought back in 2019 for $879. Man. warranty 2 yrs. Fault started happening 2 years 9 months but a bit before the 3 year mark. Argued it was a bulky item that you have to pay an electrician to install, so not exactly something you'd expect to use just for 2 years and then throw out upon issue. Apparently, that was reasonable enough for someone at store to accept.

      • +1

        I think you'd be able to get the money back if you raised it with consumer affairs. If you don't mind the time to submit it, I'd give it a try. 2 yr warranty on an installed oven is way under any statutory warranty and reasonable life timeframe for a product like that.

  • +2

    After all this drama you are out $38.

    Take it and run.

  • Your time is worth more than $38.60. Take the compensation.

    • +1

      Not for some on ozbargain clearly

  • +1

    Good guys isnt the party to be paying you out here for the repair
    If you got it repaired by a third party repairer that wasn't approved by the manufacturer you may be sold

    Its the manufacturer who would pay

    • In this case, the supplier (Electrolux) is the manufacturer, whom The Good Guys would have contacted if I had left it to them to book the repair instead.
      In fact, I did contact them first asking why I was charged, but nothing fruitful.

  • +1

    Turns out the supplier still issued me a $238.60 invoice for repair which was paid for by my real estate property manager

    What does your property manager have to do with this?

    • Appliance located at a rental property. When you book repair date, they ask for the property manager details.

  • +2

    Old saying is that if it is not written it is not said,

  • +5

    You’re winning actually

    $238 is a tax deduction under R and M

    $200 from GG is tax free

  • Sorting out these issues 101 is getting down the details of who you have been talking to and note the date and time. I, also, try and contact the manufacturer directly if I want a repair rather than a replacement.

  • I would just take the $200 as it would save time and effort follow it up to get the correct response.

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