WARNING DO NOT PURCHASE ANY WHITE GOODS FROM JB Hi-Fi.

CEO should see this review if they care for their customers.

Purchased a brand new LG - WV5-1275W washing machine on 15th may 2024 and paid $570 in full and extra $50 for delivery and installation - JB Hi-Fi South Wharf. Sales rep “Hugh” was very knowledgeable and helpful and assisted us with the purchase. We had to wait for the stock to arrive and scheduled delivery for 22nd may. The delivery was smooth, could track the driver and 2 delivery guys came to deliver and install it efficiently and I was advised to start using it the same day. I ran the first cycle same day and listen to the attached video of the military firing noise it made resulting in my neighbours knocking on my door to check if everything is ok with us.

On 23rd May called the store to report the issue and spoke to “James” who understood the concern and offered a replacement. Organised pick up and re-delivery for 26th may. Ok happy go lucky no stress all good. BUT……

2 hours later the whole resolution went down the drain and the drama of JB HI FI started. Got a call from STORE MANAGER “HAMISH” who said I apologize but the solution James provided was incorrect. 2 weeks ago our policy changed and we cannot replace the item unless LG sends a technician to your property to assess the fault as we cannot take the product back and resell it unless we know the fault. He also said James is a part timer and was not made aware of this policy change and Hamish took the blame on him (while daubing James) and said he will make sure LG contacts me in 2 working days and he will make sure its sorted ASAP. Got a case ID.

Next day 24th May got a call again from JB Hi-Fi “SLAED” must say he was pretty rude and yet again had no idea what was going on and claimed he doesn’t know who and how Hamish is related to this and what resolution he gave but Slaed only called to say the case James created is incorrect and he has closed that case and created a new case. Case ID he cancelled was the one Hamish gave. So that marks 2 case ID cancelled and third created.

This clearly shows how coordinated their store is and how aligned they are for their customers needs and how classic their after sales is. They know nothing and they care nothing for the customer once the sale is done and money is paid.

I got a call from LG on 26th may and had to repeat the whole story again and they said a technician will contact for appointment.

Today, on 28th May got a call from the team that organises technician that the earliest they can come to assess is Monday 3rd June and cannot confirm time and the technician will give a call 30mins prior to attending.

Ok great, seems like they think we don’t have any work to go to, we can take a Monday off for a technician to arrive at their own sweet time.

Got a call again from LG and they said looking at the situation JB HI FI should have replaced the unit straight away without questions asked.

So now I have to take a day off AGAIN and wait for LG technician to come and assess the unit and if it cannot be fixed then wait for JB Hi-Fi to exchange the unit. Here we go……in a never ending chain purely because they have got their full money.

It is not a luxury item it’s a necessity. I have loads of unwashed laundry and a brand new machine sitting there doing nothing. What a total failure LG and JB Hi-Fi is. Extremely good with selling but 0 after care. 0 customer satisfaction. 0 customer service.

I repeat DO NOT BUY PRODUCTS FROM JB HI-FI.

UPDATE:

3rd June Monday - technician came around 9am and left in about 20mins confirming Machine was damaged in delivery and the whole back is bent in resulting in the drum hitting it and making loud noise and JB HI FI needs to replace it to a new one. Till today i.e. 6th june, no one from JB Hi Fi has contacted me despite raising a store complaint.

This is what you get after paying them money

17th June damaged machine got replaced. 1 month of inconvenience for the CUSTOMER and NOTHING for the STORE or LG.