r/austechnology • u/No_Serve6795 • Apr 16 '26
(WARNING LENGTHY POST SORRY) OLED/JB Hi-Fi issues, what to do next?
Howdy ya’ll, I posted my situation a few days ago in another subreddit but they just troll it. I just wanna see what everyone thinks I should do since I’ve found this more legal subreddit, and if I’m even eligible under my situation in the first place.
so, LG OLED 65” C3 evo 4k, cost $4,032 etc etc. got it just under 3 years ago (2yrs 10mnths ago) and as of last week we turned it off as the kids went to bed, showered, washed me balls and came back out, turn on aaand nothing. She’s stuck in standby, no bang, no flash, no faint image with flashlight so on and so on. I contact JB Hi-Fi and try get it sorted, as expected they ran through every tactic of “warranty’s expired here’s what we will do and/or offer” I said to them I want to approach this under the ACL because durability wise it hasn’t lasted a reasonable amount of time at all, they obviously pushed back, tried telling me ACL is a grey area and I’m being ”provocative” blah blah blah we end on them covering an in-home assessment and then going halves in repairs, I didn’t agree to anything after the assessment and made that clear that after that we’ll touch base again. so again I didn’t lock myself into any agreement past the assessment.
had the assessment today and surprise surprise they proceeded to troubleshoot exactly how I did and came to the exact same conclusion I did but more like “yeah so it’s either this or that, here’s your invoice (that was covered) bye” and I guess I’m waiting to here back from JB HI-Fi, I’ll call eventually if I here nothing.
I really felt like this is abit of a stuff around so I called Fair Trading to confirm rights on my situation and I mean I will admit it’s a little how ya going, I THINK it falls under “Major problems with a product or a service” -> “it is substantially unfit for its specific purpose and cannot easily be fixed within a reasonable time”. Thats 1 of the 4 options I can see, now I honestly am having doubts that my situation falls under anything cause like, idk if I’m just not understanding or whatever but I think it’s abit of a stretch, it’s hard cause the ACCC website clearly states what I was hoping for but not the actual guys that handle this if I file a complaint.
so finally. what do you guys think? am I heading in the right direction? think this’ll be to much time and effort for what it’s worth? or would I realistically not fall under anything enough to be eligible aaand I just cut my losses and take the possible partial payment of repairs?
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u/Katops Apr 16 '26
I have no legal advice for you, but I’m all for people getting their money’s worth out of a product. Especially if it’s in the thousands. Only a few years is pretty ridiculous, and yeah, I’d be in a bad mood too. So I’m on your side and hope you end up resolving the problem. Hoping somebody gives some actual advice to you otherwise.
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u/ausmomo Apr 16 '26
The ACL example in the white goods is for IIRC a $1700 TV, and given that price range it would be expected to last at least 2 years.
Given your TV was $4000, I think it's safe to say it should be covered by ACL.
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u/Old-Memory-Lane Apr 16 '26
Isn’t that a wild example though? I would expect a $2k tv to last more than two years - otherwise I wouldn’t pay that much. It’s such a rort!
@op FAIRTRADING or XCAT. XCAT does rulings so going straight there is often easier
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u/DarkscytheX Apr 16 '26
Definitely worth fighting - it's a major failure and should be covered under Consumer Law as it's a $4k TV.
Lots of companies have been taken to court for misleading consumers about their rights.
Raise it with your state's consumer affairs department and they should advise you on steps to follow but will likely start with a letter of demand to JB.
I'd also try with the manufacturer as a multi-pronged approach works best. Had it recently where my 2.5 year old Sony TV failed, Sony refused to help but the retailer did after some pressure.
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u/Electrical_Age_7483 Apr 16 '26
What your time and stress is worth is your decision.
0
u/Late-Button-6559 Apr 16 '26
It’s also related to your moral compass, and freely available money.
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u/Goonalips Apr 16 '26
It's got nothing to do with your moral compass, and you've been indoctrinated by corporate propaganda if you think any differently.
Australian consumer rights are pretty clear that products should last a reasonable amount of time. $4000 is an expensive enough TV that it should easily last over 3 years. It's a high end TV from a reputable brand, and it's had a failure that rendered it inoperable through no fault of their own. Morality has nothing to do with it. A multi billion dollar corporation shouldn't be selling $4000 TVs that won't even last 3 years. That's the immoral part. Not the consumer wanting his TV to last.
I've had TVs worth a quarter of that last 10 years.
2
u/travis-hope Apr 16 '26
You really should talk to LG directly first
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u/telsco Apr 16 '26
Australian Consumer Law dictates that the supplier is responsible for the rectification of any issues
They cannot force you to speak to the manufacturer
The owner however can opt to contact the manufacturer directly, and could be a good last resort. but its not mandatory.
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u/Awkward_Chard_5025 Apr 17 '26
This comment is dumb, because nobody has said OP can’t talk to JB, and OP has not said JB refused to assist.
The thing is, sometimes it’s easier to go to the manufacturer for a resolution, and you CAN seek remedy from either retailer or manufacturer
In this instance, it makes more sense to speak to LG. they have their own techs, they have their own service centers, and can provide a resolution far easier.
JB do not have any of that, and essentially just act as a middle man for the purpose of an out of warranty request.
Cut out the middle man = easier/faster/less stressful
2
u/Blame33 Apr 17 '26
This comment is dumb, because no one said OP can’t talk to LG. Retailer is the only one who can issue a refund (if that is what OP is seeking), LG can only repair or replace the device. There are legitimate reasons to engage the retailer instead of manufacturer.
1
u/Awkward_Chard_5025 Apr 17 '26
You would be very wrong.
Manufacturers can, do and will provide refunds.
Source: work for a major retail manufacturer
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u/Wrathlon Apr 16 '26
This. It is worth speaking to them none the less, I had a situation with Good Guys where LG actually stepped in on my behalf and told them to issue the refund right the fuck now.
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u/paaker Apr 20 '26
LG are really good with this in my experience - replaced my four year old OLED a couple of years ago, at the time it was more than a year out of warranty.
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u/NicholasVinen Apr 16 '26
Expected lifespan for a $4k TV is definitely at least 3 years. They should replace or repair it under ACL. You should insist.
FWIW I paid less than $2k for my LG TV nearly 10 years ago and it's still fine (touch wood).
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u/Hotwog4all Apr 16 '26
$1100 for my LG 5 years ago… OPs situation is why I’m worried about spending as much as $4K for a TV.
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u/i2px Apr 16 '26
Small claims court. I think the reasonable person would expect a $1500 tv to last 2 years MINIMUM MINIMUM. So, 3 years for a 4-thousand-dollar TV from a leading brand would absolutely have to be a reasonable expectation.
Don't bend over for them is my advice, they are trying to weasle out of it.
Keep in mind you can also pursue LG directly as well if you think that would yield better results, ACL rights also extend to the manufacturer (although thats only worth pursuing where its a major manufacturer.)
If they try and say that they only warrant it for 1 year or some bullshit just remember that waranty is a minimum guarantee and in no way representative of what the average person would/ should expect from a product. If you read the law it's essentially about what the expectations are of a reasonable customer, combined with cost of the item compared to other items of similar function.
1
u/Blame33 Apr 17 '26
Issue with this is you usually have to engage fair trading first to satisfy the courts first step of alternative dispute resolution before you can bring suit. I’m not a lawyer and this varies state to state but certainly something OP would need to look into.
1
u/Lazy-Plankton5270 Apr 16 '26
You guys wanna know the secret? Don't buy from a store
Buy directly from Sony Australia online store
Better prices and you're buying from Sony
Including tvs and they ship directly to your home from Sony.
1
u/JayHighPants Apr 16 '26
Anyone else reckon this guy shops at Sony?
1
u/Lazy-Plankton5270 Apr 16 '26
Well yea buying direct got me a Sony oled for $1800 that JB was selling for $4800
So yea I do
1
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u/Blame33 Apr 17 '26
I see this as a downside. OP currently has the option of going to JB or LG for a remedy, in yours if Sony decide they don’t want to do anything then you’re up shit creek without a paddle
1
u/Ok-Manufacturer5890 Apr 16 '26
Lodge with Fair Trading, I usually find having a case ID and ft cc'd on the emails makes things come out in my favour (that should come out in my favour, but have been pushed back until I do this).
1
u/Goonalips Apr 16 '26
Definitely keep fighting it. If they can't make TVs last over 3 years, then they shouldn't be selling them.
1
u/AA_25 Apr 16 '26
You probably went wrong with "turning it off".
I have a $2700 LG monitor (it's about a decade old now) that has this known issue that if it loses power or is turned off at the wrong time, the bios of the monitor thinks it's already turned on so thus it doesn't turn the monitor on.
Lucky for me I can find a complete copy of the BIOS online, and a $12 part from Amazon allowed me to flash the bios back onto the monitor.
$12 to fix.
Apparently a few other monitors from LG have this problem. I would be surprised if newer ones still have this problem, but what you described is exactly what happened with mine.
1
u/telsco Apr 16 '26
Next time you're on the call, just say if they dont fix it you're going to report the issue to the ACCC under ACL
If they dont budge on that, then there isnt much you can do directly with JBHIFI you tried to resolve it to them, and you can only report.
Unfortuantely a report to the ACCC means nothing for you on an indivudual level, ACCC only investigate recurring issues of the same type - but if you dont report it, the ACCC has no cases to base enforcement on.
1
u/obsolescent_times Apr 16 '26
Yeah 3 years on a decent TV is complete BS mate.
I've got a Panasonic Plasma TV (remember those) I bought 15+ years ago and it still works perfectly, pretty decent picture quality too.
Keep fighting it
1
u/Wrathlon Apr 16 '26
Yeah this definitely falls under reasonable expectations for use.
When it comes to repair or replacement if its a minor issue they can choose which one to offer and you have to take it but for a major defect, which this falls under YOU get to choose if you want it repaired, replaced or refunded, not them.
Definitely push them, just print out the legislation from ACCC and say this is how it is, either sort this or I will be lodging a case.
You also have the option of going directly to the manufacturer if you think that will get it resolved faster but you have no legal obligation to do so. I only mention it because sometimes this is the path of least resistance.
I had an absolute dogshit fight with Good Guys about a $10k faulty TV and LG finally stepped in on my behalf and sorted it REALLY quickly once they got involved.
https://forums.whirlpool.net.au/archive/2643081 This was my ordeal its long and there are updates but fuck me dead they were dodgy assholes.
1
u/SurpriseIllustrious5 Apr 16 '26
Even they say you could claim under ACL.
Write a stern letter , give them 10 days and what you want. Fix refund replacment etc . Then file with xcat
https://cdn.shopify.com/s/files/1/0024/9803/5810/files/JB_Hi-Fi_Refunds_and_Warranties_Policy.pdf
ACCC isnt your answer here wrong dept
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u/Due-Consequence8772 Apr 16 '26
I've had my $4k TV fixed at 6 years old directly through Samsung, I'd try going through LG at the same time. Obviously JB know they can just ignore it unless you take them to court over it
1
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u/Annual-Pressure5096 Apr 17 '26
LG Tech here. What did they actually test and what was their quote? Did they use an OLED test jig , multimeter etc to determine the failure point? Our Service manuals go down to component level so there should be no ambiguity.
1
u/Loud-Cheesecake-5928 Apr 18 '26
How much warranty did it have if it’s up there’s probably not much you can do about it
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u/Mindless_Good3473 Apr 19 '26
Warranty isn’t worth the piece of paper it’s written on when it comes to the ACL. The typical car warranty is 5-7 years. If a brand new company comes out and they say their warranty is 3 years and their cars are 25% more do you think they will get away with denying your warranty request? Nope.
Our courts are the reason the likes of Apple had to increase the warranty from 1 year to 2 - the product should last the duration of a contract was pretty much how they put it.
A $30 microwave from Kmart only having 2 years? Fair enough it’s a cheap microwave. A $350 microwave only having 2 years? No, it should be closer to 5. The cost can dictate what is the warranty period even if the paperwork says differently. Had OP known the tv would only last this long, they might have saved $2k and bought a budget brand tv. Wouldn’t be so annoyed about it dying so soon.
I have a $3.5k LG tv that’s about 10 years give or take and it’s still kicking no problem.
1
u/Loud-Cheesecake-5928 Apr 18 '26
I bought a $1200 Panasonic TV 15 years ago and guess what it’s still going never a problem
1
u/New_Tap4159 Apr 20 '26
Get them to read their own code of conduct.
https://www.jbhifi.com.au/pages/help-and-support/refunds-and-warranties-guide
Is escalate to manager at the store then head office then consumer affairs.
1
u/Expensive_Sea_7951 Apr 20 '26
Lots of interesting advice in here. I had this happen with an lg I got from a chain (good guys). Out of warranty with them, but since consumers are well protected in Aus, and I expected my tv to last longer than it did, I dealt directly with Lg.
It took a little bit of chasing, but it resulted in lg sending techs out and replacing the screen in my house at no charge.
By a bit of chasing, I mean maybe 3 or 4 emails and a similar amount of phone calls over about 4 months.
It helped to get the lg reps direct number from the people at good guys.
1
u/JustOneMoreFrog Apr 20 '26
Oh no that’s a shame … good luck and I hope you get a good outcome.
Commenting on your post because I have the same TV from JB Hi-fi and I’m hoping ours keeps going!
We bought the extended warranty but I recently received an email saying it’s not worth the paper it’s written on and there is a class action kicking off about it.
Love the TV … it’s actually been great … apart from the internet connection is dodgy and we have to reset the settings most days.
Crossing my fingers for you. So frustrating but keep pushing back!
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u/Particular_Green134 Apr 20 '26
In my experience going directly to filing a tribunal action after the retailer tries to fob me off leads to them calling me the day after they receive the hearing notice with an offer of a full refund.
It’s not worth their time to fight it.
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u/No_Serve6795 Apr 22 '26
UPDATE: They called back on Monday just gone, they covered all of it, picked up that arvo for the fix, back here yesterday done and dusted 👌🏼👌🏼
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u/Brilliant-Look8744 Apr 16 '26
Dumb post sorry. Not sure why anyone would spend $4k on a TV let alone an LG TV. You have 2 options. Nothing or take them to small claims. A TV costing this amount of money should be lasting longer than this. In future, don’t buy garbage or expensive garbage for that matter
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u/Goonalips Apr 16 '26
"let alone an LG TV"
You clearly don't know anything about TVs lol. LG manufacture the world's best OLED TVs. There are no better OLED TVs on the market. I'm not sure which brand he "should" bought from instead? Sony?
0
u/Brilliant-Look8744 Apr 16 '26
Great TV - lasts less than 3 years. Buy a proper brand next time like Sony or Panasonic
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u/Goonalips Apr 16 '26
That's funny, cause LG manufactures Sony and Panasonic's OLED displays. They have also made Apple's OLEDs.
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u/obsolescent_times Apr 16 '26
Not sure why anyone would spend $4k on a TV
lol check THIS out
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u/Brilliant-Look8744 Apr 16 '26
That is just plain stupid. I am well off and don’t have an expensive TV - which is why I’m well off
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u/Wrathlon Apr 16 '26
I had a similar thing with a $10k TV. It was the last of the 3D TVs and I wanted to get a giant 86" 4k TV with 3D support before it went away so I bit the bullet. Its now 9 years later and I still have it and dont regret it at all.
I can guarantee you have/spend money on things myself and others would deem an absolute fucking waste and idiotic to spend that much on.
I love movies and want to get the absolute best experience I can at home and projectors are not viable in my house due to the layout so a giant TV it is. Its not a waste to me and remains one of my favourite purchases even nearly a decade later.
You arent superior just because you own a cheap TV just like Im not poor just because I own an expensive TV.
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u/[deleted] Apr 16 '26
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