The Good Guys

Complaints

SONY TV 5 YEARS GOLD SERVICE WARRANTY - GOOD GUYS MILE END • Model TV: SONY 65” BRAVIA XR Full Array 4K Google TV Purchased: 12/04/2023 • Order #: S0960854012 • Price: $1795.00 + TGGGSE • 5 Years Gold Service Extras $299.00 • with TGGHSS Mount TV Set Up (65 inch to 75 inch) $389.00 • TOTAL PRICE $2483.00 Problem: I contacted the Good Guys Member Support Team on 5th April 2024 to report that my TV screen was periodically going blank (no picture) at odd times. I was given a faulty product case no. 9459474. At that time or later I was also given a reference number: A U C A 2400018511. Over a period of weeks I had many conversations with a number of people: • SAMARA - MEMBERS SUPPORT TEAM • PRINCE - SONY SERVICE • BETH I was initially told to make some adjustments to the TV set, but I advised that I am in my eighties and not savvy enough to do that myself. I needed someone to come out and make the required adjustments. I was told that SSS Sony Service Technicians would be in touch shortly and was given contact phone numbers for them. After not receiving any call from SSS I tried to contact them but the number appeared to be inactive. On 22nd March I spoke again to another Sony Service person re my inability to connect to SSS on the number provided. He stated that he would arrange for them to call me tomorrow! I believe there was another delay before I received a call from a Lady called CHRISTINE (based in Sydney) re getting a Sony tech out to me. I then received a call from KEVIN who advised me that the complaint had been sent to Sydney and they could not offer any service. He further advised that he had to redirect the issue back to Adelaide. I can’t recall the exact details, but after another delay and further phone calls I was then advised of the name of another Service Company who would contact me. They did not, but eventually I spoke to another person, ANGELO at SONY COMPLETE ELECTRONIC SERVICES 08 8293 2198. After further delays Angelo came with another technician. He tried a number of checks and changed some cords behind the TV set, but did not remove the unit from the wall which he had initially indicated was necessary. He changed the HDMI settings which I did not understand. Angelo was conscious of the time the process was taking, and advised me that Sony only allowed a short time (I think he said an hour…) to carry out the repair. He stayed for a longer time trying to find the fault. Eventually he concluded the problem was with Foxtel and not the TV set! After he left, I could not access my Bose surround sound as before. I then contacted Foxtel and reported the problem. They performed a number of checks to Settings, and advised that nothing showed up that would indicate it was a Foxtel issue, but as a PR gesture they would send me a new HDMI cable. I called Angelo again asking him to fit the cable sent by Foxtel. He requested that I advise him if the screen blips which had recently occurred on playback mode could be shown to occur at the same spots on the playback of a recorded programme. They did not - Angelo has not yet returned my 2 calls to advise him of that. It is now well over 2 months since I reported the problem which has not yet been fixed. I would like to know why I paid $299 for a 5 year Gold Service Plan which appears to be a scam. I have been a customer for the Good Guys for over 20 years and have always been more than satisfied with the way they handled warranty. However this whole experience has been extremely time consuming and frustrating. The service has been disappointing and inept. If the Gold Service Warranty was provided by The Good Guys, why is it that I had to deal with Sony who have been so inefficient? The Good Guys should reimburse me the cost of the 5 year Gold Service Plan which has proved useless. Sony should also provide a much better after sales warranty. I am shocked by the lack of professionalism of this international company. I am forwarding this complaint to the Customer Care section of the Good Guys Mile End, as well as a copy to the Ombudsman. I look forward to a prompt response. Albert V Adès SONY TV 5 YEARS GOLD SERVICE WARRANTY - GOOD GUYS MILE END • Model TV: SONY 65” BRAVIA XR Full Array 4K Google TV Purchased: 12/04/2023 • Order #: S0960854012 • Price: $1795.00 + TGGGSE • 5 Years Gold Service Extras $299.00 • with TGGHSS Mount TV Set Up (65 inch to 75 inch) $389.00 • TOTAL PRICE $2483.00 Problem: I contacted the Good Guys Member Support Team on 5th April 2024 to report that my TV screen was periodically going blank (no picture) at odd times. I was given a faulty product case no. 9459474. At that time or later I was also given a reference number: A U C A 2400018511. Over a period of weeks I had many conversations with a number of people: • SAMARA - MEMBERS SUPPORT TEAM • PRINCE - SONY SERVICE • BETH I was initially told to make some adjustments to the TV set, but I advised that I am in my eighties and not savvy enough to do that myself. I needed someone to come out and make the required adjustments. I was told that SSS Sony Service Technicians would be in touch shortly and was given contact phone numbers for them. After not receiving any call from SSS I tried to contact them but the number appeared to be inactive. On 22nd March I spoke again to another Sony Service person re my inability to connect to SSS on the number provided. He stated that he would arrange for them to call me tomorrow! I believe there was another delay before I received a call from a Lady called CHRISTINE (based in Sydney) re getting a Sony tech out to me. I then received a call from KEVIN who advised me that the complaint had been sent to Sydney and they could not offer any service. He further advised that he had to redirect the issue back to Adelaide. I can’t recall the exact details, but after another delay and further phone calls I was then advised of the name of another Service Company who would contact me. They did not, but eventually I spoke to another person, ANGELO at SONY COMPLETE ELECTRONIC SERVICES 08 8293 2198. After further delays Angelo came with another technician. He tried a number of checks and changed some cords behind the TV set, but did not remove the unit from the wall which he had initially indicated was necessary. He changed the HDMI settings which I did not understand. Angelo was conscious of the time the process was taking, and advised me that Sony only allowed a short time (I think he said an hour…) to carry out the repair. He stayed for a longer time trying to find the fault. Eventually he concluded the problem was with Foxtel and not the TV set! After he left, I could not access my Bose surround sound as before. I then contacted Foxtel and reported the problem. They performed a number of checks to Settings, and advised that nothing showed up that would indicate it was a Foxtel issue, but as a PR gesture they would send me a new HDMI cable. I called Angelo again asking him to fit the cable sent by Foxtel. He requested that I advise him if the screen blips which had recently occurred on playback mode could be shown to occur at the same spots on the playback of a recorded programme. They did not - Angelo has not yet returned my 2 calls to advise him of that. It is now well over 2 months since I reported the problem which has not yet been fixed. I would like to know why I paid $299 for a 5 year Gold Service Plan which appears to be a scam. I have been a customer for the Good Guys for over 20 years and have always been more than satisfied with the way they handled warranty. However this whole experience has been extremely time consuming and frustrating. The service has been disappointing and inept. If the Gold Service Warranty was provided by The Good Guys, why is it that I had to deal with Sony who have been so inefficient? The Good Guys should reimburse me the cost of the 5 year Gold Service Plan which has proved useless. Sony should also provide a much better after sales warranty. I am shocked by the lack of professionalism of this international company. I am forwarding this complaint to the Customer Care section of the Good Guys Mile End, as well as a copy to the Ombudsman. I look forward to a prompt response.

Initially visited The Good Guys at Chirnside Park on Saturday 25th May to get some recommendations on a new TV. After lengthy discussion & detailed advice and wonderful service from the salesman, he wrote down on a card the details, the best price he could offer and his name on it with the days that he works there. Therefore we went home and have spent the week further researching and reading reviews, coming to the decision to go back today (at our earliest convenience) Saturday 1st June to purchase the chosen TV- an LG model #oled 65c4psa, yet we were told that the price we were given would no longer be honoured, because the sale had ended. At no point, were we told when the sale was due to expire or that we had to purchase it by a certain date to obtain the quoted price- poor communication on the salesman's part. We took the issue up with the store manager and he told us that all he could do was give us staff pricing, which was another $300 more than the original quoted price of $3000, and that perhaps he needed to have words with the salesman as his quoting procedure was not correct. We feel like, returning within the week is sufficient time as we also wanted to give the salesman the sale, because originally he was so helpful, and even today he was extremely apologetic that he could not fulfil his quote and admitted he did not know when the sale was ending. We feel as though the manager could have honoured the original price quoted to us. We made the decision to spend $3000 in the store on the best possible product that fitted our strict budget. But now we have been left disappointed, that the customer is not always right, and without a TV- due to failures on managements behalf to educate sales staff on correct procedure.

I am seeking compensation due to a major fault with an LG fridge. I have tried to get in touch with LG however they are not responding. Given that I purchased the fridge through The Good Guys, I am hoping that you will be able to assist me with compensation or at the very least ensuring that LG respond to my complaint. Below is a copy of the complaint I sent to LG. I'm looking forward to hearing from you. --- We purchased an LG fridge in May 2021, in January 2024 the fridge stopped working. First contact with LG was on the 21st of January and a service was booked to find the issue, the fridge was out of warranty but LG offered to cover repairs regardless (pretty sure they knew this particular model was a lemon product). We lost EVERYTHING in our fridge / freezer. LG was unable to get the authorised repair out to us until 6th of February, so we had to purchase a second hand fridge ($240) On the 6th of February the repairer came out, I had to take the day off ($235 in lost wages) to be available for the repairman, by 11:30am the fridge was confirmed that it was not functioning due to a compressor that didn't work (covered by a 10 year warranty). The repairer told me that LG would have the report immediately upon him sending it, I contacted LG around 1:30pm they told me it wasn't received, I contacted them on the 7th of February and got the same story, they'd not received the report. On the 8th of February I contacted again and this time apparently they'd got the report on the 6th, not once had LG tried to contact me, it was at this point I requested a refund for the fridge and this is where the issues with LG began. I requested a full refund on the fridge, compensation for the lost food ($435), compensation for the fridge I had to purchase ($240), my lost wages ($235) and compensation of my time spent chasing the matter ($115) which as per ACCC I was entitled to compensation that put me in the same position I was prior to the fridge breaking down, none of the above costs would have happened if our fridge had still been functioning, not once between the 21st of January and the 8th of February had LG ever contacted me, I had to continually chase up what was happening. On the 8th of February I spoke to an "apparent" supervisor cherry who denied I was entitled to any compensation except for food and that was going through the food claims process currently, LG would not provide a refund but we could accept a store credit at Good Guys and request a refund there. On the 9th of February LG contacted me and again said the matter had gone to the top of the top (but refused to provide any name of who) and I was only entitled to receive store credit and that was final. I was contacted on the 15th February by email from LG food claims who would give me $250 only for the items in my fridge / freezer when these items to replace cost $435. In between the 8th and the 15th of February I have emailed a letter of demand asking for the full compensation and refund and details of the person who made decision (top of the top) these have gone ignored. I have filed a ACCC report as LG has done a number of things that violate my consumer rights, and lodged a complaint with Consumer Services SA, but both I am waiting on even initial contact back.

On Monday 26 February 2024, I purchased a refrigerator from your Narre Warren Store. The purchase price included the Premium Delivery Package which meant the new fridge was to be delivered and installed and the old fridge to be removed. The new fridge was delivered and installed on Tuesday 27 February but the 2 men who delivered the new fridge refused to take the old fridge saying it was too heavy for them and they would come back next day with extra manpower to remove the old fridge. On Wednesday 28 February, 2 other men came to collect the old fridge but they also refused to take it saying they would need 4 men. We were away from home all day Thursday and nearly all Friday and Saturday so a suitable time could not be made to collect the old fridge. The men said Monday would be the earliest it could be done. Here we are on Monday 4 March and the old fridge is still in our kitchen causing inconvenience. We had visitors over the weekend and they were dismayed by the inconvenience your failure to remove the old fridge was causing. There is no word at this stage as to when someone is going to collect the old fridge to honor the commitment under the Premium Delivery Package. The old fridge has been moved in its lifetime from our house in Melbourne to 2 different houses in Brisbane and then back to 2 different houses in Melbourne including the one where it is now. Each time it was moved by 2 men with a proper fridge moving trolley with large rubber tyres and a strap to secure the fridge to the trolley. Can you please advise me when the old fridge will be removed from our kitchen as contracted. Thanks, Ray Kohn 0428045388

I purchased a Samsung fridge at your Nunawading store, it was a AAMI insurance claim on the 14th of February 2024. I made it very clear I did not want a fridge that needs plumbing. This fridge was sold to me by your staff member as no plumbing needed. I realised this after receiving the fridge. They agreed to replace but I need to pay extra as much insurance will not pay the extra costs after being on the phone to them for almost three hours. They suggested to speak to you HO, I rang your head office from 4.30 untill six pm yesterday the 16th, your recorded message continue d to say we will be with you in a moment. I believe HO would have been closed by now but your recording kept me holding. This has caused me a lot of time and stress, this fridge is not fit for purpose to my needs, it should be replaced at no cost to me for the reason I was given wrong information.

Recently we had the unfortunate experience to purchase 2 x LG fridges from Ther Good Guys Browns Plains store in Brisbane. When we purchased the fridges, we paid for premium delivery. When your company delivered the fridges, their delivery staff caused damage to the front of our house in making the deliveries. It's also possible some OH&S rules were broken because only one person delivered the fridges, when the weight of both fridges suggest that it would have been prudent for 2 x people to make the delivery. Is this The Good Guys policy with respect to deliveries? I was referred by their store salesperson to their Sales and Service hub because he said they make arrangements to fix repairs and that they would look after me. From there, I have had the displeasure of dealing with Gemma Ellison. She requested that I obtain 2 x quotes for repairing the damage. After 3 weeks of chasing tilers and wasting my time speaking to over 12 tilers (due to the shortage of tradespeople which I am sure you are aware of) I was only able to obtain 2 x written quotes due to the nature of the repairs required. One was for $1287 and the other was for $1628. I was advised by both tilers that in replacing the damaged metal strip, there is the potential for multiple tiles to be damaged in the process of removing the old metal strip and replacing with a new strip. I am not a tiling expert so am relying on their expertise. All along I have requested The Goiod Guys make good the damage caused instead of a payout but their staff member Gemma insists on a payout. They have insulted me by offering $660 for a job which has been quoted at $1287 (cheapest quote) to repair. Gemma claims only one tile is damaged and will only pay for one damaged tile to be repaired. If she is a tiling expert, please ask her to arrange for someone to make the repairs. I have no desire to deal with tradespeople, I just want the damage repaired. Why should I be out of pocket $627 for repairs to damage at my house caused by The Good Guys delivery staff? I am trying to be reasonable in requesting the damage be repaired (not a payout) but have been stuffed around by The Good Guys for almost one month with nothing but delays and unreasonable behaviour. IPlease help me get the repairs made to my property. The reference number given by The Good Guys Sales and Service Hub is S0680666112. My contact number if you wish to discuss with me further is 0404 421 134.

Returned product 3rd Jan. Was told by sales guy, the repair would be covered. They later reneged on that agreement. Next they agreed to a compromise to which I agreed. Subsequently, I've been told that the repairer won't release the goods until payment has cleared into their bank. On 18th Jan, I was called and told it was ready for collect. When I asked about the replacement charger, I was told that in fact neither the laptop nor the new charger were actually there. My next call resulted in my being told that the payment would be made last Friday 2nd Feb and that could expect a call soon after no such call has occurred and today I got no reply from the store nor from their " customer care" department

To Whom it may Concern I placed a call to you home services team in November to have my Samsung oven looked at because of an error code. I paid the service fee of approximately $170 and then approx $80 for an out of area fee. After Many calls to your team during December The service guy arrived 3 days before Christmas and he was a very nice guy. We removed the oven and and He checked it out and concluded that the circuit board was the issue. We Then Paid an Additional $ 600 ( Approx) for what we thought was the circuit Board and assumed that we would have the Oven up and running sooner rather than later. I have Made several phone calls since then, As has my Office Manager ,but without return calls or be updated as to where our job was at . I Have called the actual Company doing the Job "Waynes Wholesale Spares" and was able to speak with Wayne who at best could be described as incompetent and rude, without any concern for customer service and could not have cared less He advised that the technician would have to return to again check what part was required as the model number had bee removed or scratched off. My question would be why would I pay 600 dollars for a part when they dont know the model number of the oven. I have now just spoken to Jess in Your home services team who was excellent and have left it in her her capable hands and am hoping to get a call back on Monday. I would have to say that the experience has been disappointing to say the least and at this stage would respectfully request a full refund for the total amount outlaid or send a different company to look at the problem as I did not have an oven over Christmas and still dont have an oven now In February

On 23rd August last year, we purchased a Fisher and Paykel 2 drawer dishwasher from Good Guys Rockingham. (Docket D0921865517). This was to be installed as a replacement for the aged Fisher and Paykel unit we already had. We were told that the unit would easily fit into the existing space and was a standard size. The unit was supposedly installed by qualified technicians, on 25th August. They turned up, and quite quickly took the old unit out and then pushed the new one in after connecting some hoses etc. We were upset that the unit protruded out into the room by about 35mm and did not go back to seal. In addition, it was so far out that the adjacent cupboard could not be opened. We complained to the installer but they seemed uninterested and left. They left with the unit like that and with the cupboard doors off the hinges! They quickly walked off, completely uninterested and marched off. We are old aged pensioners and have been under a lot of anxiety ever since. We don't think we should have to deal with this problem on our own. The unit needs to be properly installed. We don't know how to go about this. PLEASE HELP

Ordered upright freezer 12/12/23 for delivery from Good guys commercial. I've ring many times to get info on my booked delivery. Rang my local store which have had no communication regarding my delivery. I have re-booked several times and NO SHOW!! They keep assuring it won't happen again. Last week re- booked again for my freezer and today another no show and NO communication. They are closed on a weekend and today is the 30/12/23 Where is their accountability. I've had to reschedule my days around each supposed delivery day which has been a great inconvenience. I just want the goods I paid for. Never purchasing or dealing with Good guys commercial online every again. Pathetic service.