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.
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.