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338 posts

Ultimate Geek
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Topic # 137996 16-Dec-2013 13:38
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My TV was broken after 2year 10 months, called LG, 0800 support person said it is still under warranty, which is a surprise, as I remember it is 24 month, and I certainly didn't  buy extended warranty.

Got a repair service number from LG, called them, service picked it up, and called me after two weeks and told me LG only cover two years for my TV, so I have to pay for the labour cost but not the parts. I called LG instantly, and another support person said my TV is still under 3 years warranty. Service company confirmed again on their end, that it is only covered by 2 years.

So basically LG support said is is 3 years(to be honest, seem bit of odd), but the service company said it is 2 years, and LG wouldn't pay to labour cost. But why none of them told me early?

Don not want miss my TV during Christmas, decided to pay for the labour now, and go the dispute tribunal later. Just such a hassle!

Anyone have similar situation, should I attempt to call LG, ask them to settle the issue, probably can only call LG after work, spend too much time already.


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Uber Geek
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  Reply # 953070 16-Dec-2013 13:51
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who did you buy it off, as this falls under the CGA and you need to contact who sold it to you and let them sort it out




Common sense is not as common as you think.




338 posts

Ultimate Geek
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  Reply # 953072 16-Dec-2013 13:55
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Harvey Norman, called them already, but they told me it is out of warranty, and suggest me contact LG support.


 
 
 
 




338 posts

Ultimate Geek
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  Reply # 953074 16-Dec-2013 13:58
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Called to LG again, let them know the situation, and they come back to me that it is indeed 2 years warranty, but OZ got three years, that is where the confusion comes from I suppose.

Took me four calls to LG to got the right answer. It is good that they cover the parts, but I think I am still going to tribunal because of the confusion.


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  Reply # 953077 16-Dec-2013 14:01
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You should be talking to the retailer who is primarily responsible and if they are unavailable then the importer/manufacturer. You have bypassed the retailer and gone straight to LG -- while you 'can' do this, I would have gone to the retailer first.


You are largely doing the right thing by just getting it repaired and paying labour -- but, email them and explain your reason that there is no time to argue the point right now.

But, also explain that they have breached the CGA and that you will be taking them to the disputes tribunal after xmas .

Try to speak to a senior manager at the store you purchased from and see if they can negotiate a better deal too.

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  Reply # 953079 16-Dec-2013 14:02
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pstar008: Harvey Norman, called them already, but they told me it is out of warranty, and suggest me contact LG support.



harvey norman just broke the law. 

I would blow them up on this alone.

This is a huge failure by the commerce commission not to prosecute these ratbag stores who constantly break the law. Because the commerce commission do not heavily prosecute, the retailers simply put the odd disputes tribunal loss as another cost of business. 

I would put a complaint to the commerce commission anyway. 


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Uber Geek
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  Reply # 953080 16-Dec-2013 14:04
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pstar008: Harvey Norman, called them already, but they told me it is out of warranty, and suggest me contact LG support.



Call them again. Assuming of course the TV was not bought for business purposes, and the repair is due to failure and not mistreatment, at less than 3 years old it is worth looking further at CGA remedies.



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Ultimate Geek
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  Reply # 953086 16-Dec-2013 14:14
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RunningMan:
pstar008: Harvey Norman, called them already, but they told me it is out of warranty, and suggest me contact LG support.



Call them again. Assuming of course the TV was not bought for business purposes, and the repair is due to failure and not mistreatment, at less than 3 years old it is worth looking further at CGA remedies.


Sorry about the re-edit of the topic guys, removed the (Solved) tag.

Seems like the consensus is still after Harvey Norman, even if I decided go for Tribunal? I will definitely try to contact HN first before go to Tribunal.

I think it is not a problem if I pay for the cost of repair the TV first, as long as I keep the receipts?

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  Reply # 953126 16-Dec-2013 15:49
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Harvey Norman, being the retailer that you purchased the TV from, are primarily responsible.

The Consumer Guarantees Act states that goods must last for a 'reasonable' amount of time. I think you will find a reasonable amount of time for a new TV is at least 5 years. Harvey Norman therefore are responsible to repair your TV (within a reasonable amount of time) or replace or refund (at their discretion if a repair is uneconomical or will take too long). THEY should be dealing with LG and getting them to pay for the repair, not YOU.

Do not let them bully you or tell you that you cannot get help because you did not buy an extended warranty.

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Ultimate Geek
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  Reply # 953165 16-Dec-2013 16:28
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surfisup1000:
pstar008: Harvey Norman, called them already, but they told me it is out of warranty, and suggest me contact LG support.



harvey norman just broke the law. 

I would blow them up on this alone.

This is a huge failure by the commerce commission not to prosecute these ratbag stores who constantly break the law. Because the commerce commission do not heavily prosecute, the retailers simply put the odd disputes tribunal loss as another cost of business. 

I would put a complaint to the commerce commission anyway. 



 

Why is this breaking the law. It is indeed out of warranty. They suggested contacting LG. They are under no responsibility to inform someone of potential rememedies as far as I am aware. They do have an obligation to not misinform them.

Happy to be proven wrong on this.

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  Reply # 953169 16-Dec-2013 16:39
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You're best bet is to go into Harvey Norman and find a TV guy, and make him your best friend. Your TV is out of warranty, but there is some 'grey area' when it comes to how long you expect a TV to last.

You have to have the conversation with the Harvey Norman staff as if it was their own personal TV that broke, what would they feel is reasonable. If you paid $3000 for the TV, you might expect it to last longer than a $900 TV. You could also explain that you purchased the TV from Harvey Norman because you trust their service, and that you originally asked the salesman for a TV that would be high quality and last the test of time - the original salesperson guided you to that specific model.

You have to explain that you are a reasonable person, who just wants his TV to work, and last long enough. Don't play the blame game or get angry. Be assertive and do mention that the CGA states things are to last a reasonable amount of time, and do mention it is Harvey Normans job to fix any issues within that period. You can also get in touch with the citizens advice bureau before hand and ask them what they think is a reasonable length of time. Quote this number in your conversation with HN.

I would say that if you can't get a result by becoming friends with the HN support team (in store, face to face, don't do email/call), then take what LG is offering.

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  Reply # 953181 16-Dec-2013 17:05
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3 years is well within reasonable for the consumer guarantees act. I suggest you pay for the labour yourself then send the bill to harvey normal along with a copy of the consumer guarantees act and an application form for disputes tribunal. Well, actually, send a nice letter first and if they don't pay it then send that.

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