The Good Guys Concierge Gold Service Extras Terms and Conditions
1. INTRODUCTION
This document sets out the full Terms and Conditions of Concierge Gold Service Extras.
1.1 Your Rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a Major Failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a Major Failure.
Under the Australian Consumer Law, these rights apply regardless of Your participation in this Concierge Gold Service Extras, commencing from the date You purchase the product and extend for a ‘reasonable period’. What is a “reasonable period” will depend on all of the relevant circumstances set out in the Australian Consumer Law, including the price of the Product, how it is Used and its nature.
In addition, You may also be entitled to have the Product repaired or replaced under the terms of a voluntary Manufacturer’s Warranty. Information on the Manufacturer’s Warranty is contained in the relevant Product packaging or available from store staff.
Certain benefits You receive under Your Concierge Gold Service Extras are already available to You under Australian Consumer Law. Some of these benefits include the right to reimbursement of reasonable extra costs or loss You can show resulted from a faulty product. The Concierge Gold Service Extras does not seek to reduce, qualify or limit those rights in any way but to make enforcement or recovery of these costs simpler and less stressful for You.
The benefits under the Concierge Gold Service Extras for which You pay are intended to be those benefits which are additional to rights and remedies already available under the Australian Consumer Law and any other law that applies to the goods and services that You purchase from Us.
Concierge Gold Service Extras does not change or remove any rights that the Australian Consumer Law or a Manufacturer’s Warranty may give You, but seeks to give You further benefits, certainty of outcome and to extend or strengthen what You may otherwise have. You are only paying for the rights and benefits that are additional to the rights You have under the Australian Consumer Law.
1.2 No Performance Guarantee or Insurance
Concierge Gold Service Extras is not a guarantee of performance or an insurance policy nor is The Good Guys an insurer. Gold Service Extras is subject to these contractual terms and conditions as agreed between You and Us.
1.3 Modifications to Terms and Conditions
The Good Guys may change the benefits received and terms and conditions of Concierge Gold Service Extras from time to time upon reasonable prior notice. Upon any change in the benefits or terms and conditions, The Good Guys will notify You directly or by updating the terms and conditions on its website located at www.thegoodguys.com.au. The Good Guys reserves the right to modify or discontinue Concierge Gold Service Extras as long as it provides compensation up to the value of the unused, modified or discontinued service, except in the case of benefits described as any type of Store Credit.
2. DEFINITIONS
Business Days means a day not being a Saturday or Sunday or a public holiday in Australia.
Concierge Team means a dedicated call centre service operated by Us which is accessible by calling 1300 765 988 Monday to Saturday (9am -6pm AEST).
Concierge Gold Service Extras means the benefits and priority service applicable to Your Product as detailed in these Terms and Conditions. Concierge Rewards refers to the rewards provided by The Good Guys which are at all times subject to the Concierge Rewards Terms and Conditions.
Essential Appliance refers to: a television, washing machine, dishwasher, split system air conditioner, oven, and cooktop. Larger Items means televisions with a screen size of forty inch (40”) and above, washing machines, dryers, fridges, freezers, dishwashers and cooking appliances (including wall ovens, under bench ovens, freestanding ovens, cooktops, rangehoods and integrated microwaves). Major Failure has the meaning given in the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth), see sections 260 and 268.
Manufacturer’s Warranty means the voluntary warranty (if any) for parts and/or labour provided by the manufacturer of the Product. Mechanical or Electrical Failure means a sudden and unforeseen breakdown of the Product arising from a mechanical or electrical fault including any failure arising from Wear and Tear (excluding a gradual reduction of the operating performance of the product), but not including those listed in section 6.1 under the heading ‘Excluded faults’. Original Purchase Price means the amount paid by You to The Good Guys to purchase the Product, as recorded on the original purchase receipt and/or tax invoice for Your Product. .
Original Purchase Price means the amount paid by You to The Good Guys to purchase the Product, as recorded on the original purchase receipt and/or tax invoice for Your Product. .
Product means any electrical or battery operated appliance that You purchase from The Good Guys as described in the original purchase receipt and/or tax invoice for the product.
Tech Support means the assistance to users of technology products provided and administered by SMSe Technologies over the phone.
Techzone Products are laptops, PCs, printers, tablet computers, GPS navigation devices, cameras, computer accessories, phones, TVs, DVDs, Blu-rays, audio, audio accessories, electronic health and fitness trackers, eReaders, and other similar technology based Products that We reasonably consider to be a Techzone Product for the purposes of Tech Support.
The Good Guys means the owner of The Good Guys store from which the Product was purchased and any additional party referred to on Your original purchase receipt and/or tax invoice.
Third Party Service Provider means any replacement or other Third Party Service Provider appointed to provide the Third Party Services.
Third Party Service means the provision of the Concierge Rewards; Tech Support and all other support services which may be required to administer the Concierge Gold Service Extras including those that may be added from time to time.
Verified Fault is where an authorised repairer has assessed the Product and concluded that there is a manufacturing/product fault.
We, Us, Our refers to The Good Guys or any authorised agent of The Good Guys whose name appears on the receipt and/or tax invoice for Your Product and Your Concierge Gold Service Extras.
You, Your, or Yours means the person or persons named as the purchaser on the original purchase receipt and/or tax invoice for Your Product and Your Concierge Gold Service Extras.
3. EXPLAINING THE GOOD GUYS CONCIERGE GOLD SERVICE EXTRAS
You can add Concierge Gold Service Extras whenever You purchase most products from The Good Guys, or within 14 days of Your purchase.
By purchasing Concierge Gold Service Extras, You can receive personalised Concierge service from the day You purchase Your product. The Concierge Team can assist You with product repairs, replacements and reimbursements. You’ll also receive Store Credits, have the option to claim The Good Guys Price Shield, receive Tech Support, Concierge Rewards, and more.
You have Your own, exclusive Concierge Team available Monday to Saturday 9am-6pm (AEST) to assist You with any enquiries or claims. All You need to do is call 1300 765 988 and the Concierge Team will take care of everything for You.
You decide how long Concierge Gold Service Extras’ last
When You purchase Your product, You can add Concierge Gold Service Extras for 3 years for tech products and products valued at $500 or less, 7 years for split system air conditioners, and 3 or 5 years for all other eligible products.
THE FULL CONCIERGE GOLD SERVICE EXTRAS
Your Concierge Gold Service Extras offers a range of exclusive benefits for both Your product and You:
3.1 Concierge 30 Day Price Shield
If a product You have purchased drops in price at The Good Guys by $5.00 or more within 30 days of Your purchase, You can receive the price difference (up to $100) back by redemption as a store credit. This is available in addition to The Good Guys 30 Day Price Guarantee for nominated competitors.
To be eligible for a Concierge Price Shield claim, You must have purchased a product with Concierge and lodge an online claim within 30 days of your purchase date. Evidence of The Good Guys lower advertised price must also be provided. Your purchase must be paid in full and delivered and applies to personal shoppers only. Limit one claim per product.
Eligible claims will receive back the price difference as a store credit via SMS within two Business Days. Claimable Price difference is capped at $100 store credit. Some claims may be rounded up to the nearest dollar. A valid mobile number must be supplied on the online claim form.
The store credit will be valid for 7 days from the date of issue. Store credits cannot be exchanged for cash. Store Credits cannot be used to purchase gift cards, epay and iTunes cards, and excludes Apple, AEG, ASKO, Miele, Neff, Bertazzoni, La Germania, Fisher & Paykel BBQs, Falcon, and other agency brands.
Claims can only be submitted online at www.thegoodguys.com.au and are not available in store. Price Shield excludes The Good Guys pricing from 22 December to 1 January (inclusive), advertising errors or misprints, verbally negotiated prices, cash backs and discounts offered by a supplier or another third party, bonus offers, limited or minimum quantity offers, clearance and The Good Guys eBay Outlet. The terms and conditions of Our “Concierge Price Shield” are subject to change without notice.
3.2 Concierge Store Credits
For each twelve months from the date of your purchase, a $20 store credit for The Good Guys will be sent to You three times each year until Your Concierge Gold Service Extras expires. You can only receive Your store credit via SMS to a valid mobile number provided to Concierge. You must provide a valid mobile number to receive store credits.
Your Store Credit can be redeemed either online or at any of The Good Guys stores across Australia, by the expiry date specified in the SMS. For customers who purchase multiple Gold Service Extras, a maximum of nine $20 store credits will be issued in any 12 month period from date of purchase. No additional store credit entitlement is earned for holding four or more Concierge Gold Service Extras at any one time.
Each store credit will have a dated period of validity, generally four days. $20 store credits can only be used on the ticket price of products, no further discounts apply. Each Store Credit is unique and can only be redeemed once. $20 store credit offers cannot be used in conjunction with any other store credit offers. Store credits cannot be exchanged for cash. Store Credits cannot be used to purchase gift cards, epay and iTunes cards, and excludes Apple, AEG, ASKO, Miele, Neff, Bertazzoni, La Germania, Fisher & Paykel BBQs, Falcon and other agency brands.
The Terms and Conditions of Concierge $20 store credits are subject to change without notice; including individual outlets where the credits can be redeemed and whether a minimum spend is required before their use.
3.3 Concierge Service Credit
You can receive a $20 Concierge Service Credit to put towards any Concierge service, such as Home Installation for a new product in Your home. Simply call the Concierge Team when You are ready to use Your Service Credit and the Concierge Team will make all the arrangements for You. You are entitled to one Concierge Service Credit per registered mobile number (customer).
Each $20 Concierge Service Credit will have a dated period of validity. A maximum of one credit per service; not to be used in conjunction with other offers. Store Service Credits cannot be exchanged for cash. Store Service Credits can only be used for individual services published on the Concierge Home Installation portal at www.thegoodguys.com.au/concierge
The Terms and Conditions of the Concierge $20 Service Credit are subject to change without notice; including individual outlets where the credits can be redeemed and whether a minimum spend is required before their use.
3.4 $20 Air Conditioner Cleaning Credit
You can receive a $20 credit to put specifically towards a Concierge split system Premium Air Conditioner Cleaning Service, which we recommend for split system air conditioners every twelve months. Simply call the Concierge Team when you’re ready to use Your credit and Concierge will make all the arrangements for You. You’re entitled to one Air Conditioner Cleaning credit per Gold Service Extras per registered mobile number (customer).
NOTE: Some areas may not be serviced. In these cases this benefit is void if the address for the service cannot be serviced by an approved Concierge split system Premium Air Conditioner Cleaning Agent.
Each $20 Concierge split system Premium Air Conditioner Cleaning Service Credit will have a dated period of validity. A maximum of one credit per service; not to be used in conjunction with other offers. These particular Credits cannot be exchanged for cash. These particular Credits can only be used for individual households. Areas serviced are published on the Concierge Home Installation portal at www.thegoodguys.com.au/concierge
3.5 Concierge Tech Support
You are entitled to 30 days best effort unlimited Tech Support over the phone for help with setting up and using Your technology from the date You purchase Concierge Gold Service Extras. This is available to You on new products or something You already own, no matter where You purchased it. You can access this benefit by calling the Concierge Line on 1300 765 988 Monday to Saturday 9am–6pm (AEST).
The Concierge Tech Team can help You connect Your devices using Bluetooth, set up Skype on Your laptop or tablet, create a new email account, and set Your wireless printer to print photos straight from Your phone using an app. They can also help You install an app on Your phone or tablet, like a TV remote app so You can use Your phone or tablet to control Your TV.
Exclusions on Tech Support:
The advice You will receive will be based on the latest technical knowledge available at the time. Operating systems older than Windows 7 are excluded. Concierge Gold Service Extras Tech Support has other certain limitations, restrictions, and exclusions. These include but are not limited to the following:
Remote assistance is only available to support current operating systems eg; Windows 7, 10.
The Tech Support Team must be able to locate your device information in order to provide technical support. In regards to products where technical specifications or operating guides are not accessible, tech support will not be available.
Specialist software for businesses are excluded;
Where a customer is unable or unwilling to follow or understand instructions on the telephone, or where a customer is unable to comprehend what is being asked of them, the customer may be referred back to staff within The Good Guys store for further assistance;
Troubleshooting issues that are likely to be resolved by upgrading Your (i) operating system; (ii) consumer software; or (iii) both to the current version, if You choose not to upgrade;
Damages to or loss of any software or data that was residing or recorded on the covered Product; and
The recovery or reinstallation of user data.
Products with operating systems or software older than Windows 7 cannot be supported.
If a customer’s PC or laptop has been assessed and a virus is evident, the customer will be instructed to attend their local The Good Guys store for further assessment and remedy.
Third Party Service Provider:
Some Technical Support may require that The Good Guys access your computer. If The Good Guys or a Third Party Service Provider is required to access Your computer in the course of providing the assistance to You, The Good Guys or a Third Party Service Provider will not be responsible or liable under any circumstances whatsoever for any loss or corruption of the data stored on Your computer howsoever caused so we strongly advise that You backup Your data before the service is performed.
Please be aware that where the Product is capable of retaining Usergenerated data, this may be lost during a repair process. We accept no liability for any loss of data during repair. Again we recommend that You back up Your data prior to any repair. Data may be stored in files and folders on appliances such as Your computer, telephone contacts in Your mobile telephone, songs and other media stored on portable recordable devices and games saved on consoles.
The Good Guys or a Third Party Service Provider will not back up any data on Your computer in the course of providing the service. Where remote access is requested or used, a broadband or faster internet connection will be required; if not available, remote assistance will not be accessible to You.
You are responsible for all data and time usage on Your internet connection during the course of remote assistance. For software installations, The Good Guys or a Third Party Service Provider may accept End User License Agreements (EULAs) on Your behalf and You irrevocably authorise The Good Guys and/or its agents to accept any relevant (EULAs) on Your behalf. Copies of EULAs are available upon request.
Software installations do not include software setup, or configuration, smart TV set-up, other than wifi setup. Training on software will be limited to specific software suites. The Good Guys strongly recommends having an internet security program running on Your computer. This Technical Support will be provided by SMSe Technologies, on behalf of The Good Guys.
3.6 Simple Replacement of Products $500 or Less
If Your product is valued at $500 or less and it’s faulty, Your product will be replaced so You don’t have to wait for it to be repaired. Simply call the Concierge Team and if You have a small appliance; you’ll be given a claim number to take to The Good Guys store nearest You, along with Your faulty product so the fault can be verified and You can take home an equivalent product replacement. If You have a large appliance, the Concierge Team will arrange for an Authorised Service Agent to complete an in home assessment to verify the fault prior to any equivalent replacement product being offered. This is subject to the Excluded Faults Clause under 6.1 in this Terms and Conditions.
How Simple Replacement Works…
If Your Product purchased with the Concierge Gold Service Extras is valued at $500 or less and is deemed faulty, we will replace the faulty appliance with an equivalent product of equal or lesser value than Your original purchase.
For Small Appliances the Concierge Team will provide You with a claim number to take to The Good Guys store of Your choosing with Your small appliance. The fault will be verified by one of Our team. Upon verification of the fault, an equivalent replacement item will be issued as per Clause 5.3.1 ‘Repair and Replacement terms’ in this Terms and Conditions.
For Large Appliances the Concierge Team will arrange for an Authorised Service Agent to complete an in home assessment of the faulty appliance to verify the fault. Once the fault has been verified, the Concierge Team will provide You with a claim number to The Good Guys store of your choosing, where an equivalent replacement product will be issued as per Clause 5.3.1 ‘Repair and Replacement terms’ in these Terms and Conditions.
In some circumstances, you may prefer to have your product repaired rather than replaced. If this is the case, by mutual agreement, we may offer You this option if possible.
In cases where you just change your mind….
If Your purchase doesn’t meet Your expectations when you get it home because it doesn’t physically fit in the space intended, or doesn’t meet your needs based on reasonable assumptions, call the Concierge Team and request that the product be replaced or exchanged with a similar product. This offer is made on the basis that:
- You purchased the Product for $500 or less.
- You purchased the Product within the last 30 days.
- You return all Product contents to The Good Guys including any accessories and packaging originally supplied with the product.
- The Product is not mechanically or cosmetically damaged in any way.
- Your exchange request relates to the Product’s size and suitability. We will not grant an exchange request if you change your mind about the colour or finish.
- You return the Products to The Good Guys store from where it was purchased (or shipped from in the case of online orders).
The Concierge Team will assess the request and if a replacement product is approved, organise the replacement and store authorisation. The Good Guys will not pay any transport charges for the return of goods You are seeking to exchange or for the removal or reinstallation of goods You are seeking to exchange. If You decide to exchange Your product for a cheaper appliance, You will receive the price difference as a store credit from The Good Guys, not in cash.
3.7 Essential Appliance Allowance
If Your essential appliance will be out of action for more than ten (10) days from the time of assessment, Concierge Gold Service Extras will provide You with a $100 allowance as an eftpos card. Essential Appliances are defined as: televisions, washing machines, dishwashers, split system air conditioners, ovens, and cooktops.
3.8 Food Spoilage
If Your fridge or freezer has a verified fault, notify the Concierge Team and You will receive a $100 eftpos card for food spoilage. No receipts are required.
3.9 Extra Rewards
Every time You purchase Concierge Gold Service Extras You will be entitled to receive Concierge Rewards, which You can redeem on a range of products, offers and discounts.
To be eligible to claim Concierge Rewards please provide a valid email address and a valid mobile telephone number to The Good Guys when You add Concierge Gold Service Extras to Your purchase.
Concierge Rewards come in the form of boxes, which You can unlock with each purchase of Concierge Gold Service Extras. You have 12 months to access Your Concierge Rewards Boxes from Your date of purchase. You can add more Rewards Boxes by purchasing additional Gold Service Extras from The Good Guys. Each set of Rewards Boxes will expire 12 months from the purchase date.
While Your Boxes will expire, Your Concierge Rewards account will remain accessible. To take advantage of Your Rewards and unlock additional Boxes, simply purchase Concierge Gold Service Extras in store or online.
Full terms and conditions for each individual reward are available online or You can contact the Concierge Team on 1300 765 988, Monday to Saturday 9am-6pm AEST. The Terms and Conditions of Our “Concierge Rewards” are subject to change without notice. These rewards can only be claimed by the person registered as the product purchaser at the time of purchase in store or online at The Good Guys. Further information about Concierge Rewards can be found at www.thegoodguys.com.au/concierge/concierge-rewards
3.10 Free Couriers
If Your product is serviced by Concierge Gold Service Extras, requires repair and We request the product be sent to Our repairer, We will pay for the cost to courier or freight the product, excluding any barge or ferry costs, from Your home to Our approved repairer and from Our approved repairer back to Your home.
3.11 Continuous Cover from Day One
Your product is protected and Your Concierge Gold Service Extras benefits are available, from the date You purchase Your product. Your Concierge Gold Service Extras continues for the period starting from Your original purchase date, even if Your product is repaired or replaced during that time.
4. IMPORTANT INFORMATION
4.1 How to obtain service
To utilise the benefits of Concierge Gold Service Extras, You can simply call The Concierge Team on 1300 765 988 Monday to Saturday 9am – 6pm AEST or email concierge@thegoodguys.com.au to access Your Concierge Gold Service Extras.
4.2 Cancellation
If You have not utilised any of Your Concierge Gold Service Extras or benefits within thirty (30) days, You can return to the store of purchase for a full refund of Your Concierge Gold Service Extras.
4.3 Not available for Commercial Use
Apart from purchases of tech products for small office use (5 people or less), Concierge Gold Service Extras is not available for products used for commercial purposes. Please advise The Good Guys of the intended product use at the time of purchase, as You may not be eligible for the services and rewards included in Concierge Gold Service Extras for a product that is intended to be used commercially.
4.4 How do I make a complaint?
Your satisfaction is Our number one priority. Please let the Concierge Team know if You have any problems by calling 1300 765 988 Monday to Saturday, 9:00am-6.00pm (AEST) so We can help.
4.5 Assessment & Repair
4.5.1 Large Products
For Large Products, the Concierge Team will contact an Authorised Service Agent on Your behalf and arrange an assessment and repair of Your product. The Authorised Service Agent will contact You to confirm an appointment time that is convenient without You needing to leave home. The Concierge Team will work with You and the Authorised Service Agent to ensure Your assessment or repair has been completed in a timely manner and You are satisfied with the results.
4.5.2 Small Products
For Small products, The Concierge Team will contact an Authorised Service Agent on Your behalf and arrange an assessment and repair of Your product. We may ask You to take Your product to an Authorised Service Agent or store close to Your home so we can ensure the fastest repair possible. Please let us know if You are unable to take Your product to a local repairer and The Concierge Team will work with You to make alternative arrangements. The Concierge Team will work with You and the Authorised Service Agent to ensure Your assessment or repair is completed in a timely manner and You are satisfied with the results.
5. SPECIFIC CONDITIONS
5.1 Eligibility for the Concierge Gold Service Extras
This Concierge Gold Service Extras is only available if the product:
Is purchased new;
Is manufactured for Use in Australia;
Is one of the following types of product:
A domestic product, such as an appliance, Used by You, for domestic or personal purposes only; or
An office product, such as a PC, Laptop, tablet, facsimile machine, photocopier, computer, scanner, printer, other computer peripheral or telephone, designed, and Used by You, for personal or office purposes (provided the Product is in an office of a maximum of five (5) people).
Is NOT one of the following types of excluded products: BBQs, BBQ Accessories, BBQ Tools, BBQ Cleaning, Sinks & Taps, Kitchen Sinks, Kitchen Taps & Filters, Kitchen Appliance Accessories, Water Filters, Coffee Machine Cleaner, all Kitchenware products (except Food Vacuum Sealers), Fridge Accessories, Miscellaneous Fridge Accessories, Ironing Boards & Accessories, Washer and Dryer Accessories, Laundry Accessories, Vacuum Attachments & Accessories, Bathroom Scales, Apple TV, DVD & Blu-Ray Movies, TV Cables & Accessories, TV Accessories, TV Cables, Power Boards & Extension Leads, TV Antennas, Wall Mounts & Stands, TV Wall Brackets, TV Cabinets & Stands, iPods, iPads, iPad Accessories, iPhones, Mobile Accessories, Audio Accessories, Cases & Protectors, Audio Cables, Tablets Accessories, MacBooks, Mac Desktops, Software & Peripherals, USB & Hard Drives, Computer Bags, Home Business & Security Software, Mobile Broadband, Computer Accessories, Ink Toner, Paper & Cables, Office Supplies, GPS Accessories, Camera Accessories.
5.2 Period of cover
Techzone Products and Products purchased for $500 or less are eligible for cover of three (3) years;
Products purchased (excluding Techzone Products and split system air conditioners) for over $500 are eligible for cover of three (3) or five (5) years; and
Split System Air conditioners are eligible for cover of seven (7) years.
Your Concierge Gold Service Extras will continue for the fixed term You have purchased regardless of if the Product is replaced, as long as it is replaced in accordance with section 5.3.1 under the heading ‘Repair and Replacement Terms’.
5.3 Inclusions
5.3.1 Repair and Replacement Terms
In the event of a Mechanical or Electrical Failure of the Product, if We cannot solve the problem by phone when You call the Concierge Line, We may:
Have Our approved repairer carry out repairs to the Product; or
If We decide the Product is unable to be repaired or uneconomical to do so, replace the Product with a Product of the same or similar make and technical specification as determined by Us that does not exceed the Original Purchase Price.
5.3.2 Repair Terms
Repairs and/or costs associated with repairs to Your Product will be at no cost to You provided they are not otherwise excluded as noted in Section 6.2 below.
We will repair or replace the Product or relevant parts with the same or equivalent Product or parts. If the manufacturer or their agents only offer a refurbished part or product swap facility, We may replace the Product with a refurbished product of the same type, rather than repairing it. For the purposes of this Concierge Gold Service Extras, the replacement in this instance will be deemed a repair. Refurbished parts may be Used to repair the product.
5.3.3 Replacement Terms
Determining the most appropriate like for like replacement will be at our discretion and the replacement product We supply may have a lower selling price and is not limited to the original manufacturer of Your Product.
Where We have replaced the Product with a like for like replacement, Your Concierge Gold Service Extras will continue (continuous cover) on the replacement product for the fixed term You have purchased, from the original purchase date.
Where We are unable to provide an equivalent replacement product, We may provide a store credit that You can use to select a similar product, up to the value of the original Product purchased. If this is the case, the following applies;
If the product selected is of a lesser value than the original product purchased, no refund of the difference in price will be provided. Your continuous cover will remain in place for the duration of the fixed term You have purchased, at the original Product purchase price, not the cost of the replacement. Even though the cost of the replacement product is of a lesser value than the original Product purchased.
If the product selected is of a greater value than the original Product purchased, You will be required to pay any difference in the price of the replacement product. Your continuous cover will remain in place for the duration of the fixed term you have purchased, at the original Product purchase price, not the cost of the replacement unless explicitly agreed in writing. Even though the cost of the replacement product is of a greater value than the original Product purchased.
If you choose to select a product that is not in the same category as the original Product purchased, or choose to have the replacement value paid out in the form of a store credit, your Gold Services Extras will cease.
Where We have replaced the Product, the faulty Product or parts replaced become Our property. You may dispose of the Product if We agree and it is in Your possession.
5.3.4 Repair Guarantee
If the repair of Your Product is not completed within thirty (30) days from the date We first inspect it, subject to You being available for any appointment reasonably proposed by our Authorised Service Agent or the date We receive Your Product (if it was couriered to Us), We will, upon Your request replace Your Product in accordance with section 5.3.1 under the heading ‘Repair and Replacement Terms’.
5.3.5 Worldwide Travel Cover
If Your Product suffers a Mechanical or Electrical Failure while in Your possession and while You are out of Australia, You will be required to pay for the repair Yourself, and claim from Us upon return a reimbursement of up to AUD $250 of the repair costs. You must notify and provide Us with an itemised invoice within fourteen (14) days of Your return to Australia as well as proof of travel (flight itinerary or booking confirmation). We will reimburse You as soon as practicable after receiving a valid invoice. You are eligible for a maximum of one (1) worldwide travel cover claim per year.
5.3.6 No Lemon Guarantee
If a product has a recurring fault which requires repairing more than three (3) times as a result of Mechanical or Electrical Failure, the Product will be replaced with an equivalent product on the subsequent visit after an assessment has been made at Your request, notwithstanding section 5.3.1 under the heading ‘Repair and Replacement Terms’.
5.3.7 Reimbursement for Specific Product Failures
The Concierge Team will make arrangements for Your product to be repaired. If Your product is faulty and classified as an Essential Appliance and the Concierge repair network can’t fix the problem within 10 days, You’ll receive a $100 allowance as an eftpos card.
If Your fridge or freezer breaks down, notify the Concierge Team and You will receive a $100 eftpos card for food spoilage. No waiting period applies when making a claim for food spoilage and You will not be required to provide any receipts.
5.3.8 In-home Repair for Larger Items
For products which are larger Items, in most cases any repairs under Concierge Gold Service Extras will, where possible, be undertaken in Your home if those repairs can be carried out effectively and safely (as determined reasonably by Us). If repairs are required to be undertaken at an approved repairer’s premises, We will bear all cost to remove and re-install and to transport the product to and from those premises for Larger Items.
5.3.9 Courier Costs
If Your Product is serviced by Concierge Gold Service Extras and requires repair and We request the product be sent to Our repairer, We will pay for the cost to courier or freight the product, excluding any barge or ferry costs, from Your home to Our approved repairer, and from Our approved repairer back to Your home.
5.3.10 Approved Repairers
With Your current Concierge Gold Service Extras purchase, You will have access to Our approved Repair Network. This means that while Your current purchased Product is already covered, You will also have access to Our Repair Network for any existing Larger Items in Your home. It doesn’t matter how old they are or where You purchased them. With these items We will provide details of an approved and reliable Third Party Service Provider to You, where the call out and repair costs will be at Your expense.
5.3.11 Wear and Tear Coverage
If Your Product breaks down due to Wear and Tear arising from normal Use of the product, then Concierge will repair or replace Your Product as in section 5.3.1. A breakdown caused by Wear and Tear is one that is not the result of any external influence (i.e: physical impact or water damage).
5.3.12 All Work Guaranteed
All repairs organised through Concierge are carried out by approved Authorised Service Agents. In the event that Your product is repaired, the repairer will provide a workmanship guarantee valid for a minimum of 3 months.
6. PRODUCT AND SERVICE EXCLUSIONS
This Concierge Gold Service Extras does not cover:
6.1 Excluded Faults
A fault or deficiency in operation, quality or appearance in the Product brought to Your attention before You purchased the Product; or
Faults caused by:
Negligence, accidental or deliberate misuse or unauthorised alterations;
Failure to follow the manufacturer’s instructions for Usage, installation, operation or maintenance;
External sources, including electrical interference, power surges and voltage fluctuations;
Infestations of vermin, pests or insects;
Acts independent of human control which occurred after the product left our control;
Acts of God or man-made catastrophes;
Water damage, rust or corrosion.
6.2 Excluded Repairs
Repairs to:
Cosmetic damage, items, such as paint or finishing, dents or scratches, which do not affect the operation of the Product;
Repairs to accessories Used in or with the Product; and
Cartridges, tapes, software, or add-on options incorporated in the Product.
6.3 Excluded Costs, Loss or Damage
The following costs, loss or damage are excluded from Concierge Gold Service Extras:
Cost of replacement of any item or accessory, either external or internal, that is intended to be replaceable including shelves, fuses, batteries, light bulbs, fluorescent tubes and related starters, filters, attachments, cables, plugs, light covers or rain covers;
Loss, damage or costs incurred as a result of:
Damage to or loss of software, data or removable data medium caused by the Mechanical or Electrical Failure of the Product;
Damage from batteries or other consumables, internal or external to the Product;
Using the Product for purposes other than those described in section 5.1 under the heading ‘Eligibility for Concierge Gold Service Extras’;
Transportation, installation or removal of the Product unless We are responsible;
Loss, damage or costs incurred where no Mechanical or Electrical Failure is identified;
Normal maintenance costs, cleaning, servicing, re-gassing lubrication or external adjustments;
The Product if it is recalled by the manufacturer, importer or a government agency;
Any claim against You by any Third Party including for personal injury or damage to property;
Any claim by You for personal injury or damage to property;
Costs incurred for the delivery and installation of a replaced Product or extraction and disposal of an existing Product in Your possession where original delivery and installation was not performed by The Good Guys.
If the Product is a television the following are also excluded from Concierge Gold Service Extras:
Stands or wall brackets unless specifically covered by separate agreement;
Damage to screens, stands or wall brackets that is caused by faulty or incorrectly installed stands or wall brackets;
Screen defects resulting from ‘after image’ or ‘burn in’; and
Faults where the Product is operating within the normal range of the manufacturer’s performance specifications, for instance specifications in relation to abnormal pixel operation, standard brightness reduction or fan noise.
6.4 Refusal of Claims
We may refuse service under Concierge Gold Service Extras, or reduce the benefits available to You, if, in Our reasonable opinion, You make any misrepresentation or commit any fraudulent or dishonest act or omission in connection with a service request. We may also refuse service where an exclusion applies, if You do not comply with a material term of Concierge Gold Service Extras, or in accordance with our rights as set out in section 6.7 under the heading ‘Cancellation of this Concierge Gold Service Extras by Us’.
6.5 Transfer
You can transfer Your Concierge Gold Service Extras to a new owner of the product at no cost to You. To arrange a transfer, please call the Concierge Team. The Transfer entitlement excludes all reward benefits. Reward benefits can only remain with the registered Purchaser name given at the time of the Product purchase.
6.6 Cancellation of this Concierge Gold Service Extras by You
If You decide for any reason that You would like to cancel Your Concierge Gold Service Extras, the following conditions apply:
Subject to (b), if You cancel within thirty (30) days after the date of purchase, We will provide You with a full refund of the amount You have paid; however,
No refund is payable (without limitation to Your rights under the Australian Consumer Law) if You obtain service under Gold Service Extras within thirty (30) days after the date of purchase or if You cancel more than thirty (30) days after the date of purchase.
6.7 Cancellation of this Concierge Gold Service Extras by Us
We have the right to cancel Your Concierge Gold Service Extras if You commit a material breach of any of these Concierge Gold Service Extras terms and conditions, You have given any false information to Us when seeking service or otherwise, or for any other reason allowable by law. We will provide You with reasonable notice of the cancellation.
7. IMPORTANT INFORMATION
7.1 Privacy
The Good Guys have engaged various Third Party Service Providers to assist in the performance and management of its obligations under this Concierge Gold Service Extras and for this purpose You consent to The Good Guys providing those agents with Your contact details and information about the Product.
You consent to all of the uses and disclosures of Your contact details and information described in The Good Guys Privacy Policy which can be accessed at www.thegoodguys.com.au
The Good Guys may use and disclose information about You to its insurers, its claims managers, its repairers and its other Third Party Service Providers (including to any person situated outside Australia) for the purpose of:
Transferring this Concierge Gold Service Extras to a new owner of the Product You purchased;
Providing service and benefits in relation to Your Concierge Gold Service Extras;
Repairing or replacing the Product within Your Concierge Gold Service Extras period; and Service Extras;
Offering new products and services related to the Concierge Gold Service Extras to You. Service Extras period; and Service Extras;
You consent to these parties contacting You or a new owner of the Product You purchased, including sending email, SMS, mail or making contact by telephone, for the purposes set out in section 7.1 under the heading ‘Privacy’. You confirm You have the necessary authority to provide the information and to give these consents.
7.2 Law and Jurisdiction
This Concierge Gold Service Extras is subject to the laws of the State or Territory in Australia where it was purchased.
7.3 Notices
Any notice We give You will be in writing and will be effective from the time of:
- Delivery to You personally; or
- Postage to Your address last known to Us.
It is important You notify Us of any change to Your address as soon as possible.
7.4 How to Contact Us
You can contact Us by calling Concierge on 1300 765 988, Monday to Saturday, 9am–6pm (AEST), by email at concierge@thegoodguys.com.au or by writing to Us at The Good Guys Concierge PO Box 238, Melbourne VIC 3205.
For assistance contact the Concierge Team
concierge@thegoodguys.com.au
Concierge is here to help
when you need assistance.
1300 765 988
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