Couch Batteries Failed 1 Month out of Warranty Period? Should I Accept Good Will Offer?

Steve-o on 22/08/2023 - 13:29

Hi,

I bought battery operated recliners from Nick Scali and all 4 batteries failed shortly after the warranty period. Two failed 1 month after the warranty period and the other two 2 months after. The total cost of the couches were just over $5000.

First contact with them was essentially "too bad you're out of warranty", which I followed with a script provided by Choice on expected quality/major failure of the product. Months of trying to get something out of them with no answer I went to Fair Trade Queensland.

They've now come back with a "goodwill" offer of 50% off new batteries, which will total about $600. Fair Trade say if I don't take this offer the next step for me is to take this up with QCAT. Free Trade says fees may apply so I'm not sure of my next move.

My initial thoughts are I'm in the right and should proceed with QCAT. Nick Scali didn't provide me with the expected quality you'd get for the price I paid. Reclining is a core feature of the product which it can no longer do after just over a year.

Any advice or previous experience with a situation like this would be very helpful.

Home & Garden

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Nick Scali
Nick Scali

Comments

  • spackbace on 22/08/2023 - 13:34
    +3

    Ah yes, Choice…

    Something something extended warranties make life easier

    I guess you have to ask yourself if the day off work, and stress, is worth >$600

    • Steve-o on 22/08/2023 - 14:09

      If I know I'll win then yes definitely worth it

      • larndis on 23/08/2023 - 09:08

        I don't think you can know that

        • andresampras on 23/08/2023 - 17:16

          Unless you buy the Nick Scali Time-Travel Lounge

          Disclaimer: Batteries only warranted for single use.

  • [Deactivated] on 22/08/2023 - 13:36

    How long was the warranty period?

    • jv on 22/08/2023 - 13:39
      +8

      Do you mean "How short was the warranty period?"

    • spackbace on 22/08/2023 - 13:42
      +3

      https://www.nickscali.com.au/warranty-information

      Unless otherwise specified in writing by Nick Scali (e.g. in a Sales Order), Nick Scali Limited warrants that:

      The electronic and motion components for all recliners and sofa beds (excluding batteries and transformers) are guaranteed against failure due to a manufacturing defect for a period of 2 years from date of delivery. Batteries and transformers come with a 12 month warranty. Nick Scali provides a separate warranty for lithium battery packs which can be accessed at: Nick Scali Lithium Battery Warranty Information.

      • [Deactivated] on 22/08/2023 - 13:52
        +5

        Well, someone needs to invent eneloops for recliners

  • andresampras on 22/08/2023 - 13:44
    +1

    Would've though statutory warranty shoudl cover a $5k item quite easily:
    source: https://www.accc.gov.au/system/files/Warranties%20and%20refu…

    How long do consumers’ statutory
    rights apply?
    Statutory rights are not limited to a set time
    period. Instead, they apply for the amount of time
    that is reasonable to expect, given the cost and
    quality of the item.
    This means a consumer may be entitled to a
    remedy under their statutory rights after any
    manufacturer’s voluntary or extended warranty has
    expired.
    For example, it is reasonable to expect that an
    expensive television should not develop a serious
    fault after 13 months of normal use. In this case,
    the consumer could argue the item was not of
    merchantable quality and ask for it to be repaired,
    even if the manufacturer’s voluntary warranty had
    expired.

    • Steve-o on 22/08/2023 - 14:08
      +1

      I would think so too. I'm taking Nick Scali's 50% offer as an acknowledgement of it not meeting standards but I'm not sure what to expect from QCAT process.

      • andresampras on 22/08/2023 - 14:09

        Did they offer the 50% after fair trading contacted them?

        • Steve-o on 22/08/2023 - 14:10
          +2

          Yes only after I got Fair Trade involved. Before that radio silence

          • andresampras on 22/08/2023 - 14:25
            +3

            @Steve-o: Well then it all depends on how angry you are and how much you care about battery-operated reclining and how much time/effort/headache you're willing to throw at this.

            Personally I'd just plug the sofas in, forget about replacing the batteries, and move on.

            Edit: out of interest, what's the use case for cord-free reclining?

            • kiitos on 23/08/2023 - 07:21
              +2

              @andresampras: For using the recliners when you're out and about? :-)

            • Steve-o on 23/08/2023 - 16:43
              +1

              @andresampras: We're renters so we don't always know what the layout and plug points of our next lounge will be

            • terrys on 25/08/2023 - 09:44

              @andresampras:

              what's the use case for cord-free reclining?

              For someone who has bought a chair because they are no longer comfortable, or are unable to bend down to move a cord so as it doesn't get caught in something when the chair is operated?

              • andresampras on 25/08/2023 - 11:57

                @terrys: Hi terrys

                For someone who has bought a chair because they are no longer comfortable

                Not sure what this has to do with my question

                or are unable to bend down to move a cord so as it doesn't get caught in something when the chair is operated?

                I'd venture the 'cordfree' option is counterproductive in this regard. If it's permanently plugged in, you just adjust the cables once, set and forget. If it's 'cordless', you're having to interact with the charging cord to plug it in on a regular basis.

                • terrys on 25/08/2023 - 12:05

                  @andresampras: In the situation I described, the support worker will do that during one of their shifts…

                  I should have put a comma after "down to", to denote the point "comfortable" applies to, but grammar is such a moveable feast these days…

                  Also consider that in a power cut, 95 year old granny with the healing hip doesn't want to be in a worse position than a " never use cash" acolyte facing a largish bill in the same power outage

                  • andresampras on 25/08/2023 - 12:17
                    +1

                    @terrys: Fair enough. If the room layout calls for a lounge being positioned away from walls AND someone is able to manage the charging process regularly, a rechargeable sofa could make sense.

                    To consider it for myself though I'd want a single charge to last at least 6 months of use, but more likely I'd invest in having a new powerpoint installed near the lounge and plug it in (cos I'm lazy that way)

                    edit: I'm just imagining a support worker who forgets to charge the lounge, or the battery has degraded and the charge doesn't last as long or whatever, and the person in the recliner is in full recline position when the battery dies. The more I think about it the less i like the idea of a rechargeable recliner.

      • Trance N Dance on 22/08/2023 - 15:25
        +2

        It's more likely that they offered 50% off because it'll cost them less in discounts than in legal fees if it goes to QCAT.

  • oz-dave on 22/08/2023 - 13:53
    +9

    Given your experience, I certainly won't be buying from Nick Scali with my upcoming furniture purchases.
    I can't say I know anyone amongst family and friends who changes their couch on an annual basis or who would expect their couch to fail after only 1 year.

    If there is a so called "consumable" cost of batteries argument from Nick Scali, that should be outlined up front before the sale.
    It is not reasonable to for a consumer to expect that batteries, at a value of almost a quarter of the value of the couch, need to be replaced each year.

    • Steve-o on 22/08/2023 - 14:12
      +4

      Couches are good quality but the batteries are clearly a weak point. But yes I'm disappointed after buying one of their top couches and then to be messed around like this

  • lewislardboy on 22/08/2023 - 14:00
    +2

    Do they still work when the transformer is plugged in?

    • Steve-o on 22/08/2023 - 14:06
      +1

      Yes they do

      • lewislardboy on 22/08/2023 - 14:13
        +4

        Hmmm. Complicates it then, as they still function as an electric recliner. The battery warranty then would look like any other consumable. If they didn't work outright without the battery — it would be a simple argument.

        Did they make any statement at POS about how long the battery would last? Is so, you could claim you were misled.

        Frustrating for you — would hate to be in this position.

        • Sleeqb7 on 22/08/2023 - 14:36
          +6

          Side note: How often is one physically moving their recliners to make a battery operation a selling point over plugging it in?
          Weird.

          • Trance N Dance on 22/08/2023 - 15:26
            +4

            @Sleeqb7: Clean set ups so no wires are seen/in the way.
            The couch might be placed in a spot that doesn't have an electric outlet in convenient reach.
            People with money can and will pay for little things like this.

          • Steve-o on 23/08/2023 - 16:46

            @Sleeqb7: We're renters and move on average every 2-3 years. Sometimes the couches are up against the wall near a power point, sometimes they're not

        • Ramrunner on 23/08/2023 - 16:11
          +2

          "Frustrating for you — would hate to be in this position."

          Permanently reclined? Could probably live with it myself TBH. :)

  • JimB on 22/08/2023 - 14:22
    +4

    Unfortunately, I think you'll have to suck it up as "Batteries and transformers come with a 12 month warranty." and it's been over 12 months.

    Like mobile phones, they could argue that batteries are consumable and that's a very valid point. The transformers and couch still work.

    Personally, I'll be trying to source cheaper batteries elsewhere as it's likely just a generic battery that will fail again in future as batteries are consumable.

    • Croc2 on 22/08/2023 - 15:17
      +6

      Sounds poor design if all 4 of them are failing after 12 months, especially on a 5k product. They've either got quality control issues with their batteries (warranty issue), they're using inferior batteries (design issue) or they're using unsuitable batteries (also design issues). Power tool companies, electric scooter manufactures and other industries use appropriate batteries that reliably last thousands of cycles in high and variable load applications.

      • JimB on 22/08/2023 - 15:52
        +1

        I agree they are crap if they only last 12 months but they only come with a 12 month warranty. The couch still works as a couch without the battery.

        Cordless powertools are marketed as long lasting tools for commercial applications and accordingly they come with 3 year warranties.

        • Croc2 on 22/08/2023 - 19:15
          +2

          They can state whatever warranty they want on it, it doesn't take away or overrule consumer rights. Fair trading NSW website has a good summary of this

          When you have a major problem with a product, you have the right to ask for a replacement or refund.

          Under "What is a major problem?"

          A product has a major problem when: it would stop someone from buying it if they’d known about it

          I think op and most people would think twice before buying the furniture if they knew they'd likely have to spend $600 to replace the battery every ~12 months. The electric battery component is advertised as a feature of the product, and appears you specifically select a battery option if purchasing online (example recliner). I think most people would have opted for the plug in version or non electric if they knew (and saved several hundred $$).

          Regardless of powertools warranty, you will find similar lithium-ion cells and battery technology in consumer grade products that do not have a high fault rate - this technology is not hard or difficult to access for product manufacturers anymore.

      • [Deactivated] on 22/08/2023 - 18:50

        they're using inferior batteries

        … or charging circuit is trash/bad design. 50/50. Pic of the battery please!

  • MS Paint on 22/08/2023 - 14:54
    +4

    So many people hand over lots of money for Nick Scali furniture thinking they are buying quality gear and earned themselves furniture bragging rights. In reality, it's overpriced average furniture from a company that's reasonable at marketing itself.

    • Jaxy on 23/08/2023 - 11:35

      I make it a rule to avoid buying anything I see advertised in TV. Not saying they're all bad, only that the funds used to advertise could have been better spent for higher quality goods.

      There are great furniture stores, their materials and workmanship are top quality, but they don't advertise and they're very expensive (solid timber tables that start at $4k)

      • BewareOfThe Dog on 23/08/2023 - 12:33
        +1

        Our Persian rug is still going strong after the outlet closed down 40 years ago.

        • rompastompa on 23/08/2023 - 14:49
          +2

          Did you also buy during the "40 year closing down sale"?

        • Jaxy on 27/08/2023 - 03:02

          Outlets are great, because you're getting genuine goods, just not up to the "standard" they hold for retail sales.

    • Steve-o on 23/08/2023 - 16:55
      +1

      Got nothing to do with bragging rights. I've got back issues from a fractured my spine and wanted a good quality couch. A trusted friend in the interior design industry recommended Nick Scali to me after my research didn't provide any definitive answers. The couches are great besides the battery.

  • freefall101 on 22/08/2023 - 15:37
    +4

    Push them harder on it. This person got a full set of replacement batteries - https://www.productreview.com.au/reviews/409016f1-b8eb-58c4-…

    The batteries are known to be crap and have high levels of faults, this place refuses to stock them because of the high levels of returns - https://couchguard.com.au/product/kaidi-kddy022a-2600-batter…

  • c64 on 22/08/2023 - 16:29

    you might be able to use a dc power supply if you can't get a free battery pack replacement

    • [Deactivated] on 22/08/2023 - 19:01
      +1

      100 eneloops in 10S10P config

  • Mechz on 22/08/2023 - 19:52

    Go into their store and get some revenge

    https://www.youtube.com/watch?v=VwUDD5xaxfg

  • Joey2scoops on 23/08/2023 - 09:27
    +2

    WTF, battery-operated recliners now? We are doomed!

  • Waltervp on 23/08/2023 - 09:50
    +1

    Battery operated recliners?? Wow.
    Even if you took up the offer of half price batteries imagine the frustration when they die in a year or two. Sounds like you now have standard recliners, just live with it i guess.

  • Tigercjn on 23/08/2023 - 11:59
    +1

    Lithium batteries last longer than that usually, have you tried following their instructions and charge/discharging them?
    Do you have a friend that is to electronics that could test them for you? The price sounds way to high.

  • Sunshines bright on 23/08/2023 - 14:43

    I have plug in battery recliner chair and sofa but not from Nic. The first time a battery failed mine also did not work with direct plug in but that is beside the point. The company (I think it was called stallion furniture) purchased it from came out and checked it out and determined I needed a new battery and replaced it for me at no charge, we had had the sofa I believe less than 2 years at this point. But about 4 years in a second battery died, and the company's owner had passed away so they closed shop. A neighbour came and removed the old battery checked it and determined it was time for a replacement. I googled the battery name and model and found a company who sells them. Purchased it for 250.00 from here https://sofarehab.com.au/product-category/electric-recliner-… Though it appears the OP is getting his for less.

    I would accept the 50% help! These rechargeable lounge batteries just are not long lasting. To expect more after the warranty is a bit much I think.

    • andresampras on 23/08/2023 - 17:12
      +2

      To expect more after the warranty is a bit much I think.

      I completely disagree. After just over a year, I would absolutely and without question expect my $5k purchase to work exactly the way it's meant to.

  • andresampras on 23/08/2023 - 17:14

    OP do you have any photos of the battery rating label?

    Perhaps you could source a replacement without the Nick Scali premium on top.

  • pasey25 on 23/08/2023 - 20:55

    Find a cheaper alternative as noted here. I have a recliner from Adriatic with a battery pack that I had them replace twice. The third time (well out of warranty) I just turned the chair upside down and figured out what kind of connection and bought a power pack off the web for $20 (didn’t need a battery). But there are battery versions available

  • disturboed on 24/08/2023 - 10:57

    Buy the batteries off ebay, will be cheaper. they all use standard plugs/voltages etc. even the chargers you have now will probably work with other ones.

    we trialled batteries for our electric lounge suites and chairs on our shop (not Scali) floor (replaced electrical transformer with battery so we didn't have power cables running everywhere) but with the issues we had with them and how long they last (or dont last) before needing a recharge, i dont recommend them at all.

  • rumblytangara on 21/09/2023 - 13:14

    Batteries should last multiple years.

    Personally, I'd be taking this up with *CAT.

    I took an unrelated business to NCAT recently, they offered a 50% the day before the hearing, I laughed at them, and on the day at the hearing they caved for 100%. I think a lot of companies will just take the piss up until the last minute and hope that you take an insufficient offer.

    4 batteries failing in 13 months is taking the piss. Especially as these are not being knocked about in a harsh environment - they're sitting in your living room probably used a couple times a day at the most. If it was one battery, maaaybe. But all four at practically the same time speaks of being unfit for purpose.

    Batteries in a recliner are just a flat out dumb idea anyway though. I'd expect 3-5 years from a battery, but I'd expect 10-15 years from a sofa. What is your plan for when the electronics invariably fail?

  • jay9 on 29/09/2023 - 13:54

    If it was me, id do the following:

    1. Work out exact costs for QCAT. In VIC, to lodge its approx $30.
    2. Work out your daily rate. You can find out from your payslip. Hourly rate x 8
    3. Write a letter to Nick Scali - saying that right now you are requesting a replacement of 4x batteries (value $X). If this is not satisfied in 30 days, then you will be filing at QCAT for 4x batteries (value $X) + filing fees (~$30) + 8 hours at your hourly work rate ($Y) due to having to take time off work to deal with this.
    4. Go to QCAT if required and fight for your case. Yes batteries are a consumable, however just because something is a consumable doesn't mean there are no warranties around it.

    If I buy a loaf of bread and it's mouldy after 1 day, then Id get a refund. If batteries fail after minimal cycles after 1 year, I suggest its also reasonable to get a refund/replacement.

  • George Giantidis on 05/11/2023 - 15:01

    Exact same problem. My Nick Scali couch has 2 recliners, and both of them failed at the 13 month mark. It's almost like they have a clock chip in the chargers that say "ok, warranty is over - go directly to Nick Scali - do not pass go - give them $800 of your hard earned".

    I also got the "they are out of warranty" after the usual call centre run-around. Do your self a favour and replace them yourself, with something better. I've ordered these ones:
    https://couchguard.com.au/product/okin-battery-pack-2550-mah…

    which are not cheap either, but better than giving money to dodgy Nick Scali for a new set of 13 month exploders. I'll let you know how the new ones are doing in 14 months time!

    ** interesting side note, on the Couchguard site they used to sell the useless Kaidi KDDY922 Nick Scali repalcements but now have a note that says "UPDATE: we will no longer be stocking the Kaidi battery due to the high number of faulty items returned to us from previous deliveries"…..GOOD ONYA NICK SCALI!

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