A question about the GAME Guarantee

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Neverwhere

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I bought a Sinotec 42" LCD tv from Game about 4 years ago - it came with a 5 year guarantee. Recently, one HDMI port stopped working, then 3 weeks later the second one died. The TV switches on, and the onscreen menu for tv settings etc still work, just the ports died.

So I took it in, and Game sent it off for repairs. Now according to game, they have this 21 day guarantee, http://www.game.co.za/game_guarantee

Guaranteed service on every product sold

We will have any item under warranty, repaired for you - should that take longer than 21 days, the item will be replaced or refunded. For warranty purposes, proof of purchase is required. We also ensure ongoing service on any product bought from Game even after the warranty expires. Costs will be kept to a minimum.

So today is day 22 that they've had the TV with them. I've been calling them for updates on the repair every few days over the last week, and every-time they tell me that they're calling MasterCare (who's repairing it), and no one is answering etc etc.

I don't mind just getting the TV back if it works, but what if it gives problems again in the near future - Electronics just seem to go downhill once the problems start. I still have almost a year of guarantee left though.

So my question is, should I go in today, and ask that it be replaced/refunded, given that it is day 22? I'm not much of a confrontational person, so I don't wanna go in there demanding this and that. What if they tell me to just wait a day or so more? I'd rather have it replaced than face further issues with it down the road..

Has anyone asked for a replace/refund after the 3 week promise from game? Did game comply, or did you have to fight with them for it? How should I approach this?
 
You probably find they'll come back and say 21 working days. I'd phone them and ask them, tell them they guarantee repair in 21 days, and have not done this, and you'd like to know how to get your refund/replacement?
 
Thanks for your reply. I went in and they asked me to give them until Thursday. They said if it's not in on Thursday, they'll replace it. I didn't complain or anything but now I'm wondering if I should go back and demand they replace it today?
 
You would be fully within your rights to demand they replace it today; they have exceeded the limit set by themselves, and their wording makes no mention of 'working days'. I would also suggest you give Sinotec a call directly on 011 238-9300 - ask to speak to Bradley, and ask how he'd suggest you handle the situation.

I have only just needed to make use of the warranty on my Sinotec LCD, just 2 months before the 5 year warranty was set to expire. I received exemplary service from them directly.
 
I'd ask if they could give you the " thursday or replace" statement in writing and signed by the manager. That way, if they do not deliver, you have proof about the replace ' policy' that they have given you.
 
HapticSimian said:
You would be fully within your rights to demand they replace it today; they have exceeded the limit set by themselves, and their wording makes no mention of 'working days'. I would also suggest you give Sinotec a call directly on 011 238-9300 - ask to speak to Bradley, and ask how he'd suggest you handle the situation.

I have only just needed to make use of the warranty on my Sinotec LCD, just 2 months before the 5 year warranty was set to expire. I received exemplary service from them directly.
Click to expand...

Thanks so much for the advice!! It proved to be really useful!! I went back to Game and at first they were giving me some resistance. They said they have to first hear from Master Care about what's wrong with the TV before they can give me a refund. I called Bradley and he got in touch with them. They quickly changed their tune and granted us store credit!! :) So tomorrow I pick up my new TV...Samsung 46" LED, plus I get to settle the balance of my account with the leftover credit! :D

I'm going to leave some positive feedback for Bradley and Sinotech on Hello Peter.

Thanks to everyone for the advice. :)
 
Glad it helped. :)

Measured against the normal South African standard of customer service, Bradley's a god-damn rock star. Your experience isn't too different from mine in the end, except that I opted for a Sinotec again. After my experience, and seeing friends' and family members' Samsungs and LGs give up soon after their warranties expired, I'll happily sacrifice a bit of image quality for that 5 year warranty.
 
I'm actually surprised they honoured the guarantee in the first place! I also bought a Sinotec TV three years ago, and my very clear understanding which I double-queried at the time, was that the 5-year warranty was only on the screen. So I'm happy to hear they seem to have forgotten this small print!
 
Yeah, they where not being helpful/stalling at first, but Bradley from Sinotec spoke to them and it was cleared instantly.. I guess the suppliers hold the power when it comes to replace/refunds.


@HapticSimian I'd love to go for a Sinotec again - even it's picture quality was awesome. Unfortunately Game Newcastle doesn't have anything larger than 32".

They have a 46" Samsung LED on special from Thursday - R6499. I'm considering that, as I got a R8999 refund(store credit) on the 42" Sinotec. So going from 42" -> 46" is appealing. And having R2500 left to spare too..

There's also a Hisense 50" LED for R7k - but it looks a little too big. And I don't know anything about Hisense. It has a 3 year warranty though.

I'm going to Game later today, I'll ask if they can get a Sinotec 42" or 46" with 5 year guarantee from another store.
 
Lucky bugger.

Still got 3yrs on my Warranty, Sinotec's warranties are awesome.
Also known Samsung and Panasonic TV's that have cleared the pissly 1yr warranty and cost the owner dearly.
 
Sinotec owner here too. More specifically it's my dad's. A year ago the USB ports stopped working and the TV tuner was starting to scramble channels. We sent it off to Makro, still in it's fourth year of warranty. Makro took exactly ten days and gave it back to us with it fixed. Unfortunately it was a temporary one and after sending it in the second time, they refunded my dad within seven days.

Ten grand was pumped back into another 42" Sinotec (this time LED), a LG home theatre system and paying off the TV license. With cash to spare for a 2lt coke and Pizza for supper. I'd buy one myself any day.
 
Lol. My 32 sinotec has light black line going from top to bottom on the screen.

Bought in June 2009 so sorted on warranty, would not mind getting a newer model.
Will take it in on weekend and hope it doesn't comeback after 21 days.
 
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