The Good Guys Thomastown in Thomastown | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

Warning!! Do not purchase an extended warranty.

Just want to ask a question to consumers out there. When purchasing home appliances, furniture or just house goods items. Have you been asked from the Salesperson “would you like an extended warranty on your goods?”
Do you actually read the terms and condition? I’m pretty sure your answer would be No!
This is my dilemma, back in August 2022, we purchased a LG Wash Machine Model WTG9020V with Soft Close Touch Lid. This LG Wash Machine was recommended by the salesman from the Good Guys – Thomastown. There’s absolutely no issue with this gentleman. He recommended the LG Wash Machine after I’ve told him that we had a Fisher & Paykel for 22 years (that I was happy with the brand)
Now! Let me explain my situation back in April 2024, I contacted the Good Guys – Thomastown, to inform them the Soft Close Touch Lid – Clip has snapped & the lid ‘no longer close softly’.
As I’ve purchased the Gold Extended Warranty for five years. You assume as a consumer, this will be covered under the warranty.
I’ve received an email from the Concierge Warranty Department, Letting me know that LG Company will not accept my claim.
Warning!! Do not purchase an extended warranty. They receive a commission from it & it’s a waste of your money (in this economy, we’re all trying to survive)

This is the email:-
Thank you for taking the time to provide us with feedback regarding your experience with LG.
I do need to raise a concern however, that the issue for which you have raised a claim may not be covered under our terms of service.
We will attempt to proceed with the claim, but the issue as reported “UNIT IS NOT ‘SOFT CLOSE’ SEEMS AS CLIP HAS SNAPPED, KEEPS SLAMMING SHUT” may be flagged as ‘damage’ to the unit and the claim may therefore be rejected.
The relevant exclusion from our Terms of Service is
5.1.(b), excluding faults caused by negligence, accidental damage, accidental or deliberate misuse or
unauthorised alterations;
We will pass on your feedback to LG, and we will request that LG give you a callback in order to progress your service claim.
Kind Regards,
Nicolai
Member Services Escalations Team

Not sure where to start.
Yesterday my sister in law to me shopping to purchase a new stereo. She is my carer as I am visually impaired and do not drive.

We walked into the store where two Good Guys employees where standing and talking to each other, no acknowledgment to either of us. We continue further into the store and past several more employees they did not ask if we need help with anything.

We then continued to the stereo area to view your products.

My sister in law then approached the good guys employee that was located in the TV area and asked in there was anybody that could give us a hand. He stated that he could help, but would have to return to the TV area shortly as New people had walked in and where looking at TV. (this was confusing).

My sister in law then explained to him about my vision impairment, and asked if we could view the LCD display as I need to be able to see this to see how the system works.

He said that there was no electrical plugs and that he could show us the display.

Thank you . Looks like we will have to go somewhere else to view these products.

Upon leaving the store a Employee that was at the front door spoke to us and said,” Hi how are you today?”. My sister-in-law stated that we weren’t very happy as we struggled to get any body to acknowledge us nor give us any help with a purchased today.

His statement to myself and my sister in law was… “That’s not my problems I’m not Shareholder, and the is the current moral of the store.”

OMG.. I am in my mid 60’s and have been served by a lot a people, and never in my life have I had an Employee/member of staff ever make a statement like this.

I understand that we live in a very different world since COVID. However the basic customer service that we DID NOT receive from your store, leaves a very yucky taste in our mouth, and something we will defiently think about before entering your store and handing over any money.

Reading several reviews from the past few months, I am pretty sure this will fall on deaf ears.

If you wish to discuss this further please do not hesitate to contact us on 0448884803

I purchased a vacuum cleaner on special in June 2024 from the Thomastown store. Told it would be in stock in about a week or two. Waited a few weeks, called and advised it was now due in late August…. Email head office as I’m not happy about the long delay and this is the wonderful exchange…

Me: Hey Good Guys, ordered and paid for a vacuum cleaner on 28/06/24 and told it’d arrive within a week or two. After numerous phone calls along the way, I’m told today it’ll hopefully arrive late August…. How bout you don’t offer big discounts on items you don’t have in stock and for orders you clearly can’t fulfil?? Or offer an alternative?!

Good Guys: Hi David, thank you for getting in contact, and we are sorry to hear this. You are welcome to contact the store direct to discuss an alternative model as the team should be able to assist.

I go to the store and am told there’s nothing they can do other than a refund and there is no guarantee now that I’ll even get it in late August!

Email head office again…

Me: I have just gone into the store and aside from apologising and offering a refund, I got nowhere. Furthermore, there’s absolutely no guarantee I’ll get it by late August now either…. It really is piss poor that it’s a case of ‘bad luck and see ya’. Very disappointing.

Good Guys: Hey David, sorry about your experience in store and the delay with your order. We will pass the feedback onto our team for internal review. However, once stock arrives and is dispatched you will receive tracking details accordingly.

Me: That’s ‘fantastic’, I’ll get tracking details once dispatched. Problem solved

There you go. Stiff twos for me!