4.5 Year Old TV Not Working and ACL

mudkipz on 05/03/2024 - 16:50
Last edited 05/03/2024 - 17:58 by 1 other user

Hi OzBargain, just seeking some advice here. A TV I have, that is about 4 and a half years since purchase, suddenly stopped working. It doesn't turn on and the front LED isn't on.

It is a Sony and a quick look at Sony's website indicates that they have warranty for 1 year on TVs. I believe this would be unreasonable under ACL; however, is 4.5 years a stretch?

I'm just wondering would it be reasonable to request for a warranty repair of sorts? If yes, do I take it up with the retailer I bought it from (Myer via eBay) or directly to Sony?

A note is that my purchase was via Myer eBay, and they didn't issue a tax invoice at the time. I have all the other documents from purchase, but they didn't include a tax invoice that I can find. Not sure if this will have a material impact on the process.

The TV was a fairly expensive purchase at the time, and was certainly hoping it would last longer than 4.5 years.

Edit: Adding a little bit more context. The TV was the highest end Sony offering without going into their OLED range. At the time, I got a good deal with some eBay coupons and got it for $2k.

Thanks for advice in advance.

Electrical & Electronics Sony TV

Comments

  • Kenb0 on 05/03/2024 - 17:07

    Check the email your ebay is tied to. I used to buy a ton of Lego from Myer Ebay(stacking discounts on top of discounts) and every order I made through Myer Ebay also resulted in an order created on the Myer online ordering system and the resultant tax invoice when the item was shipped as well (with the subject line "YOUR ORDER IS ON ITS WAY")

    • mudkipz on 05/03/2024 - 17:31

      Thanks. I had a look and unfortunately can't source that e-mail. I found the order confirmation from eBay indicating that a seperate e-mail would be delivered with a tax invoice, but unfortunately, no dice.
      Thanks for the advice though.

  • jv on 05/03/2024 - 17:10
    +4

    however, is 4.5 years a stretch?

    Might depend on how much you paid for it.

    • barge-in hunter on 05/03/2024 - 17:17
      +5

      Agreed - under the ACLs, longevity is balanced with the price you paid

      • jv on 05/03/2024 - 17:20
        +4

        I'd expect a $4000 TV to be covered considerably longer than a $400 TV.
        That would be a reasonable expecation.

    • mudkipz on 05/03/2024 - 17:24

      $2k.

      • barge-in hunter on 05/03/2024 - 17:32
        +3

        Mmm, that’s a hard pill to swallow, but you might be hitting the limits there. I would still push, but set your expectations around a prorata refund.

    • Murkymerv on 05/03/2024 - 17:33
      +3

      A stretch is a understatement !

    • HeWhoKnows on 06/03/2024 - 07:59

      How much OP paid should not be relevent for a modern TV when it comes to warranty.
      Tvs should all last well beyond their standard 12 months warranty period.

      In fact some cheaper TVs such as Chiq, Changhong and TCL offer 3 years warranty!
      And Chiq even offers a 5 year warranty during promotions
      See here:
      https://www.betta.com.au/chiq-5-year-warranty

      However TVs can fail for many reasons that cannot be attributed to the manufacturer.
      and this is where the problem lies.

      And as OP says, 4.5 years is a a stretch.
      In fact its a VERY LONG stretch, well beyond Sonys "appalling" 12 month warranty period

      Id say its bad luck on OPs part.
      But OP can still approach Sony pointing to the 3-5 years warranty offered by a bargain basement brand such as Chiq.

      • jv on 06/03/2024 - 09:17

        How much OP paid should not be relevent for a modern TV when it comes to warranty.

        It's not about warranty, it's about ACL.

        I'd expect a $4000 TV to be covered considerably longer than a $400 TV.
        That would be a reasonable expectation.

        • ozbjunkie on 06/03/2024 - 14:49

          That's true

          And also, as with mobile phones on 2 year contracts with 12 month warranties "obviously being a product one can expect to last for 24 months"

          The point about other TVs having 3-5 year warranties with independently strengthen the point

        • HeWhoKnows on 07/03/2024 - 17:48

          Wrong unfortuantely
          Its all about competitive pressure
          Not price.

          Its about the cheaper brands trying to muscle their way into the market.

          Just like Korean cars did with their longer warranties.
          Forced the others to follow suit.
          Nothing to do with price.

          But as I said, there are many things that can affect a TV that is not a manufacturing fault.
          And those would not be covered under any warranty

          • jv on 07/03/2024 - 18:05

            @HeWhoKnows:

            Its all about competitive pressure
            Not price.

            competitive pressure is irrelevant for ACL

        • nikoris on 25/04/2024 - 15:14

          Horrible argument. A $4000 TV is much better product than a $400 TV, what does warranty have to do with it? Do you expect ten times more warranty?i mean, lol

          • jv on 26/04/2024 - 09:02
            -1

            @nikoris:

            what does warranty have to do with it?

            I was talking about ACL, not the manufacturer's warranty.

            Brush up on your comprehension skills.

      • Jazza2400 on 27/04/2024 - 11:16

        Quality Control plays a factor in the cost.

  • payless69 on 05/03/2024 - 17:26
    -4

    Fakebays 30 day window needs more than rubber!
    Was probably on display at Myers for a few years so be happy with how long it lasted.

  • xuqi on 05/03/2024 - 17:36
    +1

    How much was the TV?

    • mudkipz on 05/03/2024 - 17:46

      $2k.

  • ThithLord on 05/03/2024 - 17:38

    https://www.abc.net.au/news/2018-10-26/how-long-should-a-fri…

    "A lot of these items will last for well over a decade. A high-end LCD TV should last for around 11 years," [Choice spokeswoman Nicky Breen] said.

  • boomramada on 05/03/2024 - 17:50

    OP need to hire this guy https://www.ozbargain.com.au/node/829434

  • Downvoter on 05/03/2024 - 18:02

    4.5 years?! Please

    • Pusdi on 05/03/2024 - 18:37
      +4

      I've had my Samsung 46inch for 14 years and it's still going strong

      • MeesusEff on 05/03/2024 - 19:36
        +1

        Yup, my Samsung from 2014 still working well. I thought Sony was a better TV brand

        • Pusdi on 05/03/2024 - 20:53
          +3

          All TVs should last at least 5 years.

          A 1 year warranty on a TV is a joke and manufacturers should be ashamed of themselves, especially "reputable" brands such as Samsung and Sony.

          3 years should be the minimum warranty period on any TV. Furthermore, government should legislate this requirement to reduce landfill and the impact on our environment. Rant over.

          • MeesusEff on 05/03/2024 - 22:50

            @Pusdi: I think my parent's Sony lasted about 18 years, it still works but the HDMI ports are pushing its way out. Personally I would be pretty pissed if my TV's fail within 7 years, probably wont go the ACL route, but wouldn't go near the brand again.

          • GnarlyKnuckles on 06/03/2024 - 02:02

            @Pusdi: Actually the Australian Government has legislated something much like this. Under ACL anything you buy should last 'a reasonable amount of time' (or wording to that effect); not just '1 year'.

            In this particular case I think expecting any sort of money back on a TV that died after 4.5 years is indeed a stretch, and no company would 'come to the party'. The reason is they don't know what conditions that TV was operated under over that 4.5 years (which is quite a while), and they don't know how often it was used.

            For example, for all they know that TV was on 24/7 for 4.5 years (~1643 days, 39,420 hours), and it was located in a room that was prone to a bit of 'rising damp'. Or, the TV was mounted in a kitchen above an appliance that ran hot, resulting in the TV being 'regularly fried'. Or, the TV was situated in a garage and was routinely exposed to excessive wood dust while someone was sanding stuff … ('etc.')

            • Pusdi on 06/03/2024 - 21:30

              @GnarlyKnuckles: Good points regarding extreme usage and operating environments. Most if not all warranties have exclusions for such use though.

              I am aware of ACL to a degree, but what I am saying is that it should be illegal to sell a tv with less than 3 years warranty.

              • GnarlyKnuckles on 07/03/2024 - 02:01

                @Pusdi: Essentially, in Australia, a warranty of 3 years minimum is enshrined in Australian law; provided that you paid a decent amount for the TV. As I said above, Australian law is that things should remain functional for a 'reasonable amount of time' (or words to that effect); and presumably what that is depends to an extent on what you actually paid for the item. For example, if you bought a "'Shiddy-Wok' brand car TV" from a $2 shop on Sydney Road (Melbourne) for 8 bucks, then it died after 18 months, you would not be covered by that clause of Australian consumer law.

                IF, though, you spent 5 grand on a TV from a reputable bricks-n-mortar retailer currently operating in Australia and it died within 3 years, absolutely that joint would almost certainly give you your money back, as long as you brought the dead TV to them so they could have a look at it.

                The fact is, 4.5 yars is just too long. This buyer will have to suck it up, I think. He/she could try writing incredibly polite emails to the company etc., but that would probably end up just being a waste of their time.

                My advice is to try a different brand, and see if you can find one that offers an extended warranty for a small additional cost; so that you do not suffer the same fate twice.

                By the way OP … it is a bit unusual for a SONY TV to die so quickly. Did you 'thrash it'? Where kids repeatedly hitting it with stuff? Is your house 'misty with rising damp' in the autumn/winter'? Was the TV ever mounted above an appliance that generated heat? Did anyone maybe DROP the TV ever?

          • jv on 06/03/2024 - 09:18

            @Pusdi:

            All TVs should last at least 5 years.

            Not cheap $300-$400 ones… I'd give them max 2 years…

            • Pusdi on 06/03/2024 - 21:31
              +1

              @jv: Those TVs probably shouldn't exist!

              • jv on 06/03/2024 - 21:51

                @Pusdi: Big W disagree with you…

            • GnarlyKnuckles on 07/03/2024 - 02:16

              @jv: About 10 years ago I bought a 4-foot (diagonal dimension) 'PALSONIC' TV from a dude on GumTree for $80. It came with a remote 'of sorts'; ironically, his dog had chewed off the ON button. He reckoned he had had the TV for 4 years. It lasted me another 7 years, with a $10 remote bought from K-mart. When it died disposed of it for free at the Heidelberg E-Waste recycling centre, then FINALLY got around to taking another 4-foot TV I had bought from Target for less than $200 about 2 years (before the Palsonic died) out of the box, and set it up. That one is still going strong, and it's been more than 3 years so far.

              So I guess maybe you can just 'get lucky' sometimes? Or is it more about how you look after your stuff? Or a combination of both?

              I suppose it is also relevant that all my TVs to date have been 'dumb' (thus cheap), and I'm fine with that. I chuck an old Chomecast or Firestick into the HDMI port, and take it from there.

              • jv on 07/03/2024 - 09:33

                @GnarlyKnuckles:

                ironically, his dog had chewed off the ON button

                How is that ironic ?

                • GnarlyKnuckles on 08/03/2024 - 18:47

                  @jv: OK I'll explain it to you jv.

                  Ordinarily, the 'ON' button on a remote is used to turn something on.

                  In this humorous situation though, the dog used the ON button in an attempt to ensure that the TV could never be turned on again. i.e. the dog chewed the ON button OFF.

                  Maybe the dog hated it when his owners watched TV, instead of patting and feeding him? Or perhaps he didn't like their viewing choices; wishing they would watch more episodes of 'Dogs behaving badly' and 'RSPCA rescue', or movies like 'Isle of dogs' and 'American werewolf in London'?

                  • jv on 08/03/2024 - 19:06

                    @GnarlyKnuckles:

                    In this humorous situation though, the dog used the ON button in an attempt to ensure that the TV could never be turned on again.

                    So, "It's like rain on your wedding day…"

                    • GnarlyKnuckles on 08/03/2024 - 21:13

                      @jv: Erm … no. This situation is about a dog and a TV remote. Rain on your wedding day is about none of those things.

                      • jv on 08/03/2024 - 21:16

                        @GnarlyKnuckles: "It's a free ride when you've already paid…"

        • nikoris on 25/04/2024 - 15:15

          A TV broke and suddenly the brand is no good? lol

      • TheTwo on 08/03/2024 - 19:41

        Yup, my 2008 55 inch Sony is still going strong. Can't get it to die so I can replace it with a bigger one.

  • freefall101 on 05/03/2024 - 18:24
    +4

    Just to check, have you done the basic reset methods? Leave it unplugged for a couple of minutes, hold down the power button for 5-10 seconds, etc?

    I'd go through the process. Contact Sony, if they say they'd bill you for repairs then say under ACL it should still be covered. You might get a heavily discounted new TV or a partial refund at least. After that, it's small claims court. You've got nothing to lose, just be nice and go through the steps. It's not unreasonable to expect an expensive TV would last 10 years IMO.

    • Downvoter on 05/03/2024 - 18:40
      +1

      It shouldn’t be covered under ACL

    • Pusdi on 05/03/2024 - 20:55

      "It's not unreasonable to expect an expensive TV would last 10 years IMO"

      Agreed

      • coffeeinmyveins on 05/03/2024 - 23:36

        Except it's not. Is $2k really considered expensive for a TV?

        • Loopholio on 06/03/2024 - 09:34

          Yes, 2k is considered expensive for a TV. Very, very few people spend 10k on a new TV.

          • jv on 06/03/2024 - 14:53
            +1

            @Loopholio: I would consider a $10K tv expensive.

        • Pusdi on 06/03/2024 - 21:32
          -1

          Obviously depends on the size

  • cookietime on 05/03/2024 - 18:28
    +1

    I would definitely try talking to Sony about it (but first, get try to get an invoice from Myer).

    A few years ago I managed to get a $500 Samsung fridge replaced when the gas compressor died after almost 5 years of service.

    • JimmyF on 05/03/2024 - 18:44

      A few years ago I managed to get a $500 Samsung fridge replaced when the gas compressor died after almost 5 years of service.

      Compressor/motors normally have a longer warranty to the rest of the device. Samsung currently offers a 20 year Warranty on the Digital Inverter aka compressor.

  • JimmyF on 05/03/2024 - 18:41

    I believe this would be unreasonable under ACL; however, is 4.5 years a stretch?

    Yeah a $2k TV getting 4-5 years while a little short, isn't really a ACL angle in my books. If it was $3k maybe, but not $2k.

    Time for a new TV

    • Mechz on 06/03/2024 - 12:21

      Depends on the RRP IMO. Should be 3 years ACL warranty for every $1k you spend (in rough today's $) to a maximum of 10 years.

      • JimmyF on 06/03/2024 - 13:47

        Depends on the RRP IMO

        I disagree, it should depend on what you paid. No one pays RRP.

        Should be 3 years ACL warranty for every $1k you spend (in rough today's $) to a maximum of 10 years.

        3 years per $1k is a bit high, I would agree to 2 years per $1k, which is basically what the OP got for their $2k TV, 4.5 years.

  • try2bhelpful on 05/03/2024 - 18:58
    +3

    There is nothing to be lost by asking but you might be pushing it with that time period.

    • JimmyF on 05/03/2024 - 21:16

      For sure, ask and see what they say. Could get lucky! But no need for the OP to go all Karen them if they say no.

      • Pusdi on 06/03/2024 - 21:38

        Although I would love to hear the ruling from a small claims court on this matter

  • Dollar General on 05/03/2024 - 19:25
    +1

    Certainly don’t make them like they used to

    My pioneer plasma into its 18th year and still going strong

    • solidussnake on 05/03/2024 - 19:40
      +4

      Considering Pioneer and Panasonic plasmas were manufactured in Japan thats probably why

    • boomramada on 05/03/2024 - 22:02
      +1

      yeah my Panasonic plasmas went for 10y then I sold it for $50 and saved even more in the power bill after the upgrade lol

  • JIMB0 on 05/03/2024 - 22:02
    +2

    It's a Sony TV. What did you expect? A reasonable person would know it won't last much longer than the warranty.

    • GnarlyKnuckles on 06/03/2024 - 02:06

      Yeah, this. No way I would pay the running costs of a plasma, as opposed to an LED TV. I guess if you have a huge solar array on your roof and a battery, it might be OK.

    • Benno007 on 06/03/2024 - 08:14

      I guess I’m lucky my Sony LED tv has lasted 13 years then and still going 😅

      • Pusdi on 06/03/2024 - 21:44

        I reckon most last a lot longer than the warranty, you just don't hear about most of those

  • coffeeinmyveins on 05/03/2024 - 23:35
    +1

    got a good deal with some eBay coupons and got it for $2k.

    And your good deal lasted you for 4.5 years at $1 per day.

    If this was a 6k tv then yeah probably but come on….

  • Stuj on 06/03/2024 - 08:08

    Just curious, but would you not measure the expected life (and associated quality) on a TVs RRP , and not the value it was bought at ?

    • BLAIL on 06/03/2024 - 09:31

      I think budget TVs should last minimum 2 years (under $500) - and then every time another $500 is added to the cost add another year.

      • Pusdi on 06/03/2024 - 21:48

        The cost must take into account screen size

        • nikoris on 25/04/2024 - 15:17

          So a Ferrari should last 80 years just because it's more expensive than a Camry? lol

    • Pusdi on 06/03/2024 - 21:46

      @Stuj yes that sounds reasonable

  • eccaz on 06/03/2024 - 09:18

    LCD TV’s
    Life expectancy:
    Budget / entry level: 5 years
    Mid-range: 8 years
    High-end: 11 years

    https://amp.abc.net.au/article/10434634

    • jv on 06/03/2024 - 09:19
      +1

      I don't think you actually read the article.

      • eccaz on 06/03/2024 - 09:23

        ???

        • jv on 06/03/2024 - 09:26
          +1

          Choice has called on consumer watchdog the Australian Competition and Consumer Commission (ACCC), and state governments, to update consumer law guidelines

          So those figures are not currently recognised by the law.

          • eccaz on 06/03/2024 - 09:26

            @jv: And?

            • jv on 06/03/2024 - 09:28
              +1

              @eccaz: Or?

            • JimmyF on 06/03/2024 - 13:49

              @eccaz:

              And?

              And those figures are just what choice thinks they should be.

              Bit like I could think all fridges should last 20 years! Both statements are just peoples views.

        • Pusdi on 06/03/2024 - 21:50

          Well I agree with choice

    • nikoris on 25/04/2024 - 15:17

      Expectancy is not warranty

  • Reaper1 on 06/03/2024 - 09:19
    +1

    My LG 2014 still going fine.

    • nikoris on 25/04/2024 - 15:19

      A Gundig TV from the 00s still working back in my country. What's the point of this? There are literally millions, if not billions, TVs working longer than OP's

  • eccaz on 06/03/2024 - 09:26

    To find your receipt, on your app/browser go to Purchases/Purchase History, then refine and select the year you bought it - your purchase details will be in there.

  • deandownunder on 06/03/2024 - 10:00

    After 2 years our $2500 Hisense developed a picture problem. Hisense Aust warranty is 3 years and they did not quibble one bit. We could select anything from their range up to the same value. Delivered and installed without fuss.
    A $2k TV should last approx 6-7 years. Tell Sony you are taking the matter to Consumer Affairs if they don't assist. $2k for a TV 4.5 years ago was a lot of money but you will need proof of purchase.

  • SuperDeluxe7 on 06/03/2024 - 10:27

    Am having the same issue with TCL at present 4 year old 2.5k TV. They wont entertain considering repairs/replacement beyond their 3 year warranty. In relation to ACL their response is that 'ACCC doesn't specify durations that equipment should last'. I have raised a complaint with ACCC, awaiting their response. Small claims next if it doesn't move ahead.

    • Pusdi on 06/03/2024 - 21:40

      Keen to hear ACCC response. Would you be so kind as to post it on OB?

      • theguru1 on 06/03/2024 - 23:14

        ACCC don't act for individuals, they just collect information. You need to go through small claims.

      • SuperDeluxe7 on 09/03/2024 - 09:03

        They responded about 5 minutes after I posted. In summary:
        (a) need to deal with the retailer - they can't defer you to the manufacturer (in my case Good Guys wasn't responding so I went to TCL out of frustration).
        (b) If don't get satisfactory response from retailer then raise complaint with QLD Office of Fair Trading
        (c) If (b) is 'unable to help' then pursue via small claims.

        As expected their response didn't contain any new information or specify the expected longevity for a TV. Just reinforced standard points below…all comes down to what the opaque definition of 'reasonable' is.

        Products you buy from businesses should be reasonably:
        - acceptable in appearance and finish
        - free from defects
        - safe
        - durable
        - able to do what products of their kind normally do.

        • Pusdi on 09/03/2024 - 16:55

          Good Guys don't want to know, but they are Good Guys aren't they?

    • eccaz on 07/03/2024 - 23:54

      4 years is pretty good for TCL, you got lucky

      • Pusdi on 09/03/2024 - 16:53

        Would've been luckier if it died within warranty

  • noz on 07/03/2024 - 16:09
    +1

    Personally I think it's reasonable to expect such a TV to last longer than 4.5 years. We really shouldn't have to chuck out such things from such a short lifespan.
    My mother bought a Soniq TV over 10 years ago for $299 from JB. It gets used all the time. Still going strong.

    • Pusdi on 09/03/2024 - 16:57
      -1

      I guess she's got bad eyes

    • nikoris on 25/04/2024 - 15:21

      Not sure how your mom's Soniq TV is relevant. There are billion TVs working over a decade, what does this mean? Things should have warranties forever?

      • noz on 25/04/2024 - 15:45

        More relevant than replying to a comment that's 7 weeks old.

        • nikoris on 25/04/2024 - 19:07

          I didnt know there's expiry

  • Aust on 09/03/2024 - 18:11

    I had a 4 year old samsung Model number:UA55H6400AWXXY purchased through this deal https://www.ozbargain.com.au/node/159080 in 2014replaced without going through ACL it was replaced in 2018.
    I also had a 4 year old LG 60LF6300 screen replaced due to the dreaded circles. I did have to threaten to go to ACL on the service fee to inspect the tv at the repairers but they ended up paying for it.

    So just lodge your claim on the relevant manufacturer warranty page.

  • mysticalrealm on 14/03/2024 - 11:40

    my TV (Samsung) broke exactly after 4.5 years recently. I tried contacting the Manufacturer, but they refused to provide any remedy, then I asked them to escalate to their manager, no remedy, and threatened with ACL and then no remedy. I was left with no other options but to go to Small Claims court but then I didn't go through the hassle. I paid 1800$ for the TV. Avoiding Samsung TVs for now, and recently replaced it with a Sony TV. Hopefully, Sony will cover you the repairs under ACL.

  • Ash-Say on 18/03/2024 - 07:22

    This is my personal experience from 2021

    My 4 years old 65W850C was upgraded to KD75X9500H for $920. It was a good outcome considering this TV was selling for $3700 at all major retailers but it took 10 emails and several phone chasers.

    You really need to push them hard and quote ACL and probably send them a letter or demand.

    My original purchase was for only $1100 but they still agreed to replace it after 4 years.

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