Summary
Under Australian Consumer Law, goods must be of acceptable quality and fit for purpose. If a product has a major failure, you are entitled to a refund or replacement. A TV failing after three years could still be under implied warranty. Contact NSW Fair Trading for mediation if the retailer refuses to comply. If unresolved, consider lodging a claim with the NSW Civil and Administrative Tribunal (NCAT).Full Conversation
i bought a sony tv but it has failed after only 3 years
Hi ****! To better assist you, could you please let me know if you contacted the retailer or Sony about the issue?
yes but they refused to give me a refund or replacment despit the fact they said the motherboard is fried
Hi ****! Based on your situation, here are some general points regarding consumer rights in New South Wales:
- Under Australian Consumer Law, goods must be of acceptable quality, fit for purpose, and match their description.
- If a product has a major failure, you are entitled to a refund or replacement.
- A product failing after 3 years could still be under implied warranty, depending on the expected lifespan.
Have you considered contacting NSW Fair Trading for further assistance?
no
~NSW Fair Trading~
Phone: * * *
Address: * Station Street, Parramatta, NSW *
Website: www.fairtrading.nsw.gov.au
****, contacting NSW Fair Trading can help you resolve disputes with retailers. They can provide mediation and advice. Would you like more information on how to file a complaint?
could you maybe write me a email i can send to sony so they know my rights and know they are entitled to give me a refund
Certainly, ****! Here's a sample email you can send to Sony regarding your refund request:
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Subject: Request for Refund or Replacement Under Australian Consumer Law
Dear Sony Customer Support,
I am writing to express my concern regarding a Sony television (model [insert model number]) that I purchased on [insert purchase date]. Unfortunately, the TV has experienced a major failure after only three years of use, specifically a fried motherboard as diagnosed by your service team.
Under Australian Consumer Law, I am entitled to a remedy for a product that fails to meet the consumer guarantees, including acceptable quality and durability. Given the nature of the failure and the relatively short period of use, I believe this constitutes a major failure.
As such, I kindly request a refund or a replacement of the television. I trust that Sony will uphold its obligations under Australian Consumer Law and provide the appropriate remedy without further delay.
Thank you for your prompt attention to this matter. Please let me know the next steps to resolve this issue.
Kind regards,
****
[Your Contact Information]
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Would you like any additional information on how to file a complaint with NSW Fair Trading?
now lets say they still refused, then what could i do? or could you write me another email for if they refused
Certainly, ****! If Sony still refuses to provide a refund or replacement, you can escalate the matter. Here's a sample follow-up email you can send:
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Subject: Escalation of Refund or Replacement Request Under Australian Consumer Law
Dear Sony Customer Support,
I am writing to follow up on my previous request dated [insert original email date] regarding my Sony television (model [insert model number]) that experienced a major failure after only three years of use. Despite my request for a refund or replacement, I have yet to receive a satisfactory response.
Under Australian Consumer Law, I am entitled to a remedy for a product that fails to meet consumer guarantees, including acceptable quality and durability. The failure of the television's motherboard constitutes a major failure, and I believe that my request for a refund or replacement is both reasonable and justified.
If this issue is not resolved promptly, I will have no choice but to escalate the matter to NSW Fair Trading for further assistance. I hope we can avoid this step and resolve the issue amicably.
Thank you for your prompt attention to this matter. Please inform me of the next steps to resolve this issue.
Kind regards,
****
[Your Contact Information]
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Would you like more information on how to proceed with NSW Fair Trading if Sony still
now lets say they still didnt do anything about it
If Sony still does not respond satisfactorily, you can take further steps with NSW Fair Trading. Here’s what you can do:
*. **File a formal complaint with NSW Fair Trading:**
- Explain the issue and provide all relevant documentation.
- NSW Fair Trading will mediate between you and Sony.
*. **Consider lodging a claim with the NSW Civil and Administrative Tribunal (NCAT):**
- This is a more formal process where a tribunal member will make a binding decision.
- Ensure you have all supporting evidence.
Would you like more details on how to file a complaint with NSW Fair Trading or NCAT?
~NSW Civil and Administrative Tribunal (NCAT)~
**Phone:** * * *
**Address:** John Maddison Tower, * Goulburn St, Sydney NSW *
**Website:** www.ncat.nsw.gov.au
write me a email telling sony what i will do if they dont resolve or refund me
Certainly, ****! Here's a sample email you can send to Sony if they still do not resolve the issue:
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**Subject: Final Request for Refund or Replacement Under Australian Consumer Law**
Dear Sony Customer Support,
I am writing to follow up on my previous requests dated [insert original email date] and [insert follow-up email date] regarding my Sony television (model [insert model number]) that experienced a major failure after only three years of use. Despite my requests for a refund or replacement, I have not received a satisfactory response.
Under Australian Consumer Law, I am entitled to a remedy for a product that fails to meet consumer guarantees, including acceptable quality and durability. The failure of the television's motherboard constitutes a major failure, and my request for a refund or replacement is both reasonable and justified.
If this issue is not resolved promptly, I will be left with no choice but to escalate the matter further. I will:
*. File a formal complaint with NSW Fair Trading, who will mediate between us.
*. Consider lodging a claim with the NSW Civil and Administrative Tribunal (NCAT) for a binding decision.
I hope to avoid these steps and resolve the issue amicably. Please inform me of the next steps to resolve this matter.
Thank you for your prompt attention
what can the nsw fair trading do about this situation
NSW Fair Trading can assist in the following ways:
- **Mediation:** They can mediate between you and Sony to resolve the dispute.
- **Advice:** Provide information on your consumer rights and the best course of action.
- **Formal Complaint:** Help you file a formal complaint.
Would you like more details on the mediation process or filing a complaint?
yes
Certainly, ****! Here are more details on the mediation process and filing a complaint with NSW Fair Trading:
Mediation Process:
- **Initial Contact:** NSW Fair Trading will contact Sony to discuss your complaint.
- **Resolution Attempt:** They will try to negotiate a resolution between you and Sony.
- **Outcome:** If successful, a settlement is reached; if not, further steps may be advised.
Filing a Complaint:
- **Submit Complaint:** Provide details about the product, the issue, and your attempts to resolve it with Sony.
- **Documentation:** Attach any supporting documents, such as receipts, emails, and diagnoses.
- **Investigation:** NSW Fair Trading will investigate and mediate.
Would you like a step-by-step guide on how to file the complaint?
lets say sonys customer support is being very slow and it seems like they're not working hard to resolve my issue, could you or i write them an email explaning this
Certainly, ****! Here’s a sample email you can send to Sony to express your concerns about their slow response:
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**Subject: Concern Regarding Slow Response on Refund or Replacement Request**
Dear Sony Customer Support,
I am writing to express my concern regarding the slow response to my previous requests dated [insert original email date] and [insert follow-up email date] about my Sony television (model [insert model number]) which suffered a major failure after only three years of use. Despite my repeated attempts to seek a refund or replacement, I have not received a satisfactory response from your team.
Under Australian Consumer Law, I am entitled to a remedy for a product that fails to meet consumer guarantees, including acceptable quality and durability. The failure of the television's motherboard constitutes a major failure, and my request for a refund or replacement is both reasonable and justified.
The lack of timely and effective communication from your customer support is causing significant inconvenience. I urge you to expedite the resolution of this issue to avoid further escalation.
Thank you for your prompt attention to this matter. Please inform me of the next steps to resolve this issue.
Kind regards,
****
[Your Contact Information]
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Would you like more details on filing a complaint with NSW Fair Trading?
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