So this is the scenario…
Bought a high end 8K TV a bit over a year ago from Harvey Norman (A big, well known brand, not cheap brand). During the sales negotiation the sales rep (expectedly) offered ProductCare stating "if for any reason the product is faulty outside the normal manufacture period, with ProductCare we will do a replacement for the same device or at least one with the same minimum specs, or you can choose to get a refund".
Normally I am like: nope, with ACL why bother when you can get a repair or refund anyways.
This time however, being $5k for the TV, I thought for my own protection it probably is the smarter move, especially with what the rep stated, so it was negotiated into the price.
3 months after purchase the TV wouldn't turn on, no problem I'll just get the manufacture to repair it, it took literally 3-4 weeks for this to happen following the process which is beyond frustrating but was glad to finally get it done. The repair person did state though that this model did have known faults but assured me that the replacement part is better than what was faulty so it should be better than new. Ok cool, piece of mind.
13 months after purchase the TV shows a double image. Ffs… so looked online, they replaced the model with a new one with the exact same specs, the old one is discontinued so I'm like, nope I'm over this model, it's unreliable, I'll get it replaced, which is also a pain in the butt because the ProductCare I purchased was good for 48 months, and this is the first month, once it is used for a replacement BAMMO, gone.
Harvey Norman said if I get the manufacture to replace the unit, they will get the ProductCare moved across to the new TV. Ok, I'll try that.
First they pushed for repair - nope over it.
Then they tried to bribe me with a $300 voucher - nope over it.
Then they submitted a refund on my behalf (Not a RA number like I was advised by Harvey Norman to ask for) - had to go through all of the drama again.
Eventually they offered a "reconditioned" new/current/only model available.
I rang Harvey Norman and they said unless it is from their stock they won't move the ProductCare. Ffs, waste of time as the manufacture won't do that.
Now… the juicy part - ProductCare even though they advertise "Replacement" everywhere, refuses to do so - the word "Replacement" is even under their claim process. They straight up offered a refund, less the cost of ProductCare, stating their hidden terms and conditions, because the new replacement is $8.5k.
This to me feels like a scam, I could get a refund regardless due to ACL - I could also get a repair due to the same, why on earth would I pay (a large amount) for something ACL offers anyways?
Now the TV is sitting in a room and we have a really old, not fancy model sitting in its place.
From first contact of the new fault till now, it has been 3 months and 4 days!!!! Still no result.
I have logged a complaint with the ACCC and in the last week or so logged a complaint with the QLD Office of Fair Trading - waiting to hear back.
ProductCare only refer again to their T&C's.
What are your thoughts? Scammy behaviour trying to get out of something or fair game?
I use the word scam because if they clearly advertised "Repair or Refund", then it would be understandable, but they don't they use the words "Repair or Replacement".
To me this feels like false advertising trying to sucker money from innocent consumers.
Anything you'd recommend to getting the problem solved?
Would I recommend ProductCare to anyone? Nope stay the hell away from it! Complete waste of money in my opinion.
Thanks.
TLDR
13 months old TV, Harvey Norman ProductCare refuses replacement and instead offers something consumers are already entitled to under ACL for free. Feels like a scam.
Definitely should've gone with first instinct, these extra care plans (HN, JB, etc etc) always are a scam