Factory Plus Refusing Refund/Replacement and Blaming Me

LLWpz on 02/10/2023 - 15:32
Last edited 07/10/2023 - 19:42 by 1 other user

Hi all, I recently purchased a "carton damaged" LG OLED C2 42" from Factory Plus. I was able to test and inspect it in store, all good from there.

Now it worked flawlessly for the first 10ish hours. And then problems started arising. It would flash white screens or it would still turn on (back light was on) but would not do anything. After contacting and being patient (it was for a sim rig so didn't care about down time). I left it off, unplugged, for several days and I attempted to boot it as a hail Mary but now it did nothing, did the "red flash of death".

After having ownership of the TV for ~2 weeks, I brought it back to the store to be assessed. They've just recently contacted me stating I cracked the screen and it's the reason why it won't turn on.

Now the person on the phone says it's cracked from physical damage i.e. dropping it. The TV was on a very sturdy desk and was not mounted to anything/touching the sim rig. Original issues arose mid game.

Now, I'm happy to take ownership of negligence but in this case, I treated this TV/monitor with the maximum care (my first OLED). With the claim of me dropping a 10kg monitor without physical damage seems impossible. I have videos and photos of the TV with 0 physical damage before returning. I'm also aware that this screen can also "bend", but I ensured I didn't put pressure on corners and the 42''s isn't heavy enough to overly stress for that.

I'll be gathering more information in terms of their logistic process. Who handled it etc. But I feel as a consumer I'm gonna be completely neglected here.

Looking for advice on what to do as a $1300 paperweight isn't fun. I will most likely be raising with fair trading because of how careful whilst it was in my possession.

Update:

The store made a confusion between my TV and another person's. The TV was confirmed faulty due to a power surge/power board (internal to the TV). The store has given me an option to refund/replace.

Thanks for all the responses!

Electrical & Electronics 42inch LG OLED TV

Comments

  • jv on 02/10/2023 - 15:52
    +7

    Did you read their reviews before buying?

    https://www.productreview.com.au/listings/factory-plus

    • pharkurnell on 02/10/2023 - 16:07
      +1

      Some great reading right there… LOL

    • LWpz on 02/10/2023 - 16:19

      Yeah the general consensus is if the product works fine, it's a great deal. Any issues, the consumer loses and their support is awful.

      • solidussnake on 02/10/2023 - 20:14
        +3

        You couldn't tell from the one review posts they're all fake, they seem to be getting these faulty DOA's and selling them

  • bobbified on 02/10/2023 - 16:00
    +2

    I have videos and photos of the tv with 0 physical damage before returning.

    Did you take any pictures or videos while packaging it back up? That should be able to (reasonably) prove that it wasn't damaged before you shipped it back to them.

    Have they sent you pictures of where they claim the screen is cracked?

    I would escalate it both ways - one, through the retailer and two, contact LG to see if they're willing to do anything about it. Some "damaged cartons" may still have factory warranty - especially if it came from an authorised retailer.

    • LWpz on 02/10/2023 - 16:31
      +1

      Photos/videos before I packaged it. Packaged it with my partner so It wasn't just me forcing a TV in.

      Yeah this has factory warranty. It's mostly about their process claiming it's cracked and the retailer implying it's from a drop or something like that.

      It's when they try to call me out for handling incorrectly… The person who contacted me works in the retail section and was relaying info from the technician. She put a lot of emphasis on dropping. Dropping something that is 10kgs and this fragile will show serious physical damage.

      • bobbified on 02/10/2023 - 16:38
        +2

        I think start off by sending them the videos/pictures of the TV not working (while there's no cracks) and insist on a replacement or refund.

        • LWpz on 02/10/2023 - 16:55

          Crack is "internal". I'll follow up more tomorrow, their tech team is off today (Labour Day). And insist on providing evidence of the location of the crack, probable cause etc.

          • duk242 on 02/10/2023 - 18:46
            +3

            @LWpz: I call bullshit on that one - you will almost always be able to see a crack in an LCD panel. Also a cracked panel will still try to work, not give you a red flashing light (though - I haven't worked with oleds before, so it could be something special with them..)

  • wordplay on 02/10/2023 - 16:03
    +5

    will have to keep escalating until you get satisfaction.
    this outlines a good plan of action https://www.accc.gov.au/consumers/problem-with-a-product-or-…

    • ColtNoir on 05/10/2023 - 14:33
      +1

      Add in fair trading too. Fair trading actually deals with individual cases.

  • AustriaBargain on 02/10/2023 - 16:03
    +1

    Bikies.

  • brokenglish on 02/10/2023 - 16:04
    -3

    I recently purchased a "carton damaged"

    This is your mistake. How do you think the carton got damaged?

    Original issues arose mid game.

    You can only blame your bad luck.

    If your invoice does not say “carton damage” you may be able to fight it, otherwise you have accepted the risk.

    • freefall101 on 02/10/2023 - 16:07
      +7

      It’s reasonable to expect a $1300 tv will work. Retailers can’t just opt out of repairing because it was carton damaged.

      • brokenglish on 02/10/2023 - 16:11
        -4

        For brand new, yes.
        But not for a $2600 TV that is sold for half the price due to KNOWN external damage.

        • freefall101 on 02/10/2023 - 17:56
          +5

          Yes, but the problem is it has UNKNOWN internal damage and that problem falls to the retailer.

          https://www.accc.gov.au/consumers/buying-products-and-servic… - you should probably have a read of this.

        • cookie2 on 03/10/2023 - 22:26
          +2

          If it was broken and didn't work, would you buy it? If the answer is NO then it's reasonable to assume that the device works… because they're selling it!

          • brokenglish on 04/10/2023 - 11:33

            @cookie2: This makes the most sense to me.
            Great job convincing me 🤣 (which had nothing to do with the post)
            Good luck to OP.

    • ihfree on 02/10/2023 - 16:13
      +5

      I don’t think that’s the case. I’ve bought seconds once or twice before and the general expectation is that you’re getting a fully functional product with packaging damage or cosmetic defects.

    • LWpz on 02/10/2023 - 16:23
      +5

      They come with manufacturer's warranty. There should be 0 risk since it would go against ACL.

      This retailer typically sells products that are cosmetically damaged or they will state the blemishes that come with it. Dead pixels, scratches, smudges etc

      We opened it, tested it, and verified that the product was working correctly. It has just gone faulty.

      • AustriaBargain on 02/10/2023 - 16:57
        +2

        Yeah, OP may be able to get the retailer to RMA it for them, maybe get a brand new replacement. All this talk about cracks and stuff doesn't change his rights under law.

  • pharkurnell on 02/10/2023 - 16:05
    +1

    How do you prove it either way ?

    • AustriaBargain on 02/10/2023 - 16:08
      +1

      How do they prove it either way?

      • LWpz on 02/10/2023 - 16:26

        Yeah it's one of them issues. Where it's I said vs what they said.

  • Protractor on 02/10/2023 - 16:07
    -3

    De ja-de ja vu thread.

    It's a paperweight,mate. But not worth $1300,probs never was

  • hasher22 on 02/10/2023 - 17:04
    +7

    Can you claim it through warranty from the brand themselves instead of the retailer?

    • try2bhelpful on 02/10/2023 - 17:26
      +1

      That is what I would be doing.

    • LWpz on 02/10/2023 - 18:46

      It might be might my next option. The only issue is; that it has been handled by the retailer not knowing if they've actually done more damage.

      • hasher22 on 02/10/2023 - 19:41

        You don't mention anything of the retailer to the brand, you simply go to the brand and say "I purchased this product, this is the problem and I need to claim it under warranty, here's my receipt", then you hear what they have to say.

    • ColtNoir on 05/10/2023 - 14:34

      If there’s physical damage the brand won’t touch it.

      Fair trading then tribunal if necessary or suck it up (I was willing to go tribunal for an $80 frypan, so do eeet)

  • try2bhelpful on 02/10/2023 - 20:11
    +3

    They can’t just fob you off like that. I would ring them back and tell them you intend to escalate the issue. That they have to prove you were the one who damaged it. Generally these people try these things on then cave in when you say you are taking it further.

    • pharkurnell on 03/10/2023 - 11:28

      I would ring them back and tell them you intend to escalate the issue

      Reading reviews and history - they wouldn't give a shit, they'd probably put you through to who ever you were escalating it to save you dialing the number

      • try2bhelpful on 03/10/2023 - 11:44
        +2

        You might be right. Some places just don’t give a toss. Sounds like just another place to avoid.

        • pharkurnell on 03/10/2023 - 12:25
          +1

          Sad thing is you can research things, but personally online reviews can be manipulated so easily these days…. who do you end up trusting :(

          • try2bhelpful on 03/10/2023 - 12:34
            +2

            @pharkurnell: True, true.

            As I’ve said below I, currently, have an issue with my LG TV and we are going through JB HiFi to get it repaired. So far they’ve been pretty good but the proof will be in the end result.

  • bbinc on 03/10/2023 - 10:03
    +3

    There is no way of proving how the fault has occurred. A ‘crack’ could be a simple dry joint, or something in the manufacture of the product. Without visible external damage, it’s difficult to prove mishandling, and is more likely lack of durability of the particular item for normal use, caused by unknown history.
    Make sure you state you are claiming under ACL. The product does not work. Every manufacturer produces goods with some level of failure rate. The retailer in this case resells items that have been handled by unknown people, and their warranty clearly states the product is guaranteed to keep working. Under this retail model, they will likely experience a higher failure rate than when selling all brand new, never opened stuff. That’s part of their business risk. The purchaser’s risk is that they may have return/repair hassles. Be persistent and be polite, but have the fight. Consumer Affairs in your state is your next stop. Read up on ACCC re role of the manufacturer.

    • pharkurnell on 03/10/2023 - 11:30

      Every manufacturer produces goods with some level of failure rate.

      If I buy a 10,000 TV and drop it, is that covered?

      I'd guess house insurance would be the only way out of this.

  • try2bhelpful on 03/10/2023 - 11:48
    +1

    We have an LG TV that has a screen issue and we are, currently, going through JB HiFi to get it fixed. So far JB HiFi has been very responsive and is organising for someone to come out and check the TV. It will be interesting to compare how both organisations do.

    • LWpz on 03/10/2023 - 13:45

      I've only had good support from JB HI-FI. I'll try to keep this thread updated.

      • try2bhelpful on 03/10/2023 - 15:32

        Best of luck.

        • try2bhelpful on 09/10/2023 - 12:33
          +1

          The guy from LG just turned up and replaced our old screen. Took out the new screen and bolted the old internals from our TV to the new one. All done onsite and less than 1 hour to complete. I think I’ll stay with someone like JB for this sort of purchase. More expensive but much better service.

          • LWpz on 11/10/2023 - 11:06

            @try2bhelpful: Hey Glad to hear it worked out.

            Update on this:

            The store made a confusion between my TV and another person's. The TV was confirmed faulty due to a power surge/power board (internal to the TV). The store has given me an option to refund/replace.

            • try2bhelpful on 11/10/2023 - 12:12
              +1

              @LWpz: Excellent. Funny how often that sort of thing happens when you push them. I would have a quick look around to see if there is something better then make a choice.

  • Maths Debater on 03/10/2023 - 22:29

    Not trying to accuse you or anything OP, but when I used to work for Hisense, we would see this all the time. Customers would call to report their TV won't turn on or display a picture then as soon as the TV was repaired by the service agent, they found evidence of a damaged panel and charged them a no fault found fee. I asked the contact centre manager what happens when it gets taken to consumer affairs, she said they have won every time. Good luck.

  • cashbackman on 04/10/2023 - 11:44

    How did you pay for it?

    In this case if Factory Plus failed to give me a reasonable resolution they’d be getting a nice chargeback notification from Amex :)
    Then instead of arguing with me about why the TV isn’t turning on they can try to prove to the CC company that they delivered me a working TV.

    If you paid by any type of card I’d be ringing them for a chargeback if Factory Plus fails to help you out.

  • Bap1337 on 06/10/2023 - 01:53

    Just do a charge back on the card you purchased it with. It will likely be in your t&c’s no matter what card it is.

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