Close
.png?profile=bce)
Not a Concierge Member? Learn more about Gold Service Extras here
Please select the section that is relevant to your query
General | How To Buy | Product Support | Concierge 30 Day Price Guarantee | Concierge $20 Store Credits | Email & SMS Preferences | Concierge Extras Discounts | Consumer Rights | Try, Review, Keep
The Good Guys highest priority is the health and wellbeing of our customers, team members and service providers. For more information please visit here.
You can report your fault online here. Alternatively, you can call our team on 1300 765 988 (excluding National Public Holidays) to assist.
Concierge $20 Store Credits are issued at various times during the 12 months of your plan. You could get one when you first sign up, or in a couple of months. Rest assured you will receive all three within 12 months of the anniversary date of your purchase. For example, if you purchased your GSE in 08/2020 you can expect to receive 3 credits during the period of 08/2020 – 08/2021.
Yes. Should your repair be impacted in any way, we will contact you directly to discuss an alternate solution. The Good Guys highest priority is the health and wellbeing of our customers, team members and service providers. For more information please visit here.
Yes. Our full terms and conditions still apply. We appreciate your patience and understanding as some repairs and replacements may take additional time. The Good Guys highest priority is the health and wellbeing of our customers, team members and service providers. For more information please visit here.
Yes.
IMPORTANT: Please note, that while we’re still providing repair
services to our customers it is important that you advise us in advance
if you are currently self-isolating or in quarantine so that we can
discuss providing your repair service safely, which may include
rescheduling. Please contact your local store here.
The Good Guys
highest priority
is the health and wellbeing of our customers, team members and service
providers. For more information please visit here.
Where possible we can arrange to complete your repair outside of
your home. Please note that some larger products or installed products,
such as ovens, fridges and washing machines will still require an
in-home assessment. Repair outside of your home may also add extra time
to your repair service.
IMPORTANT: Please note, that while we’re
still providing repair services to our customers it is important that
you advise us in advance if you are currently self-isolating or in
quarantine so that we can discuss providing your repair service safely,
which may include rescheduling. Please contact your local store here.
The Good Guys highest priority is the health and wellbeing of our customers, team members and service providers. For more information please visit here.
You will be notified if there is any disruption to your planned repair. We look forward to seeing you soon.
Please urgently call our team on 1300 765 988 (Monday to
Saturday, 9am – 6pm
AEST, excluding National Public Holidays) and we’ll be able to assist
you.
You can also reach us via on our Concierge form here.
If
your repair is
scheduled
for the next 48hrs we kindly ask that you call us urgently on the above
number.
The Good Guys highest priority is the health and wellbeing of our customers, team members and service providers. For more information please visit here.
The Good Guys Gold Service Extras is a membership program that offers store credits, exclusive member offers, promotions, sales events and discounts, plus comprehensive personal service, and stress-free product support for your purchased products. Learn more about all the advantages of Gold Service Extras here.
Your Gold Service Extras membership starts from the day you purchase your product and continues for the length of time you choose, up to a maximum of 5 years (7 years for split system air-conditioners).
Members are invited to participate in exclusive Store Credit promotions throughout the year. Members who have registered their mobile number and /or email address will receive exclusive invitations to participate in these Store Credit promotions, so make sure you provide us with your details so you can take advantage of all your membership benefits!
Gold Service Extras can be purchased with any eligible product from The Good Guys in store or online. Gold Service Extras must be purchased at the same time as you purchase your product.
The price of Gold Service Extras depends on three factors:
Ask The Good Guys in-store team to talk you through the options suitable for your purchase, or simply select Gold Service Extras, when it asks you the question on the website to calculate the price automatically.
Gold Service Extras continues for the period you’ve chosen regardless if the product is repaired or replaced during that time. Learn more about the Membership plans here.
No, Gold Service Extras must be purchased at the same time as you purchase your product. If you’re unsure about purchasing Gold Service Extras, you may wish to include it at the time you purchase your product and if you change your mind, you may return your Gold Service Extras within 30 days from your date of purchase, provided you haven’t used any of the membership benefits of program, including any store credits received.
Yes, all products need to be assessed.
This can range from simple troubleshooting over the phone, in-home
assessment
or an in-store assessment. But don’t worry – the Concierge Team are
dedicated
to making it a stress-free experience.
We will always use an approved repairer for all our product repairs. However, depending on where you live and the type of product you have, it may be necessary to use a competent local repairer to have any repairs completed.
You won't pay for any repair bills for a product purchased with Gold Service Extras during the life of your plan, provided the terms and conditions are met.
An equivalent replacement is a replacement product that has the same or similar functionality (determined by The Good Guys Concierge) to the product you originally purchased, up to, but not exceeding the purchase price of the original product. This is based on the product’s features, not ‘the price you paid’. You can be assured that the replacement you receive will be as good, if not better, than the original product.
If we can't supply you with an equivalent replacement product, we'll provide you with a The Good Guys Store Credit, to the value of your original product purchase price, to buy an alternative product.
If you purchased your product with Gold Service Extras on or after 01/07/2021 and your product is replaced in its Replacement Product Transfer Period The Good Guys will credit the amount you originally paid for your Gold Service Extras towards a new Gold Service Extras on your replacement product.
If your product is replaced outside of this period you will need to purchase a new Gold Service Extras to continue to receive product protection. If you do not choose to purchase a new Gold Service Extras you will still receive the other benefits of your Gold Service Extras.
The Good Guys Home Services Repair Network can arrange assessments and repairs for any existing items in Your home, by fully qualified and insured professionals. It doesn’t matter how old your appliances are or where You purchased them. Simply contact The Good Guys Home Services on 1300 748 190. Call out and repair costs will be at Your expense.
Your satisfaction is our number one priority so please make sure you let
us know
if you have a problem with your claim or the service we've provided.
Contact the friendly Concierge team
here
, or pop back to the store where you purchased your product from to
provide
your feedback.
Concierge 30 Day Price Guarantee offers Concierge members a guarantee that if the advertised price of their product drops at either The Good Guys or an approved competitor within 30 days of their purchase, they have the option to claim 120% of the difference back as a store credit.
To make a Concierge 30 Day Price Guarantee claim, you must have purchased a product with Gold Service Extras and lodged a claim within 30 days of your purchase date. Evidence of the lower advertised price must be provided at the time the claim is made and include the date of the advertisement. You can simply supply a screenshot or attach an image of the lower price to validate your Price Guarantee claim. We will verify the price is current and that the item is available for immediate sale and delivery. Claims can be made online at https://www.thegoodguys.com.au/30-day-price-guarantee.
In most cases, eligible claims, will receive the price difference back as a store credit within three business days, via SMS or email. Please make sure you supply your correct email address and a mobile number on the claim form.
Sometimes price guarantee claims are not able to be approved. This could be because your claim was made outside the 30-day period or because we were unable to verify the price evidence submitted. Whatever the reason, you will receive an email from the Concierge Team to advise that the claim has been unsuccessful.
No. 30 Day Price Guarantee claims can only be made online at https://www.thegoodguys.com.au/30-day-price-guarantee.
No, sorry – only one Concierge 30 Day Price Guarantee claim will be accepted per product.
No, sorry – only one Concierge 30 Day Price Guarantee claim will be accepted per product.
Concierge 30 Day Price Guarantee claims are not available for advertising errors or misprints, verbally negotiated prices, promo code and finance offers, or cash backs and discounts including where offered directly by a supplier or a third party. Concierge 30 day Price Guarantee claims are not available for percentage off and other sales events offered by The Good Guys and The Good Guys Concierge, bonus offers, limited or minimum quantity offers, clearance and items sold on marketplace websites such as eBay and Amazon or any brand it sells on behalf of a third party supplier under an agency agreement.
A blackout window excludes claims for purchases made at The Good Guys between 22 December to 1 January (inclusive) each year.
Products from the approved competitor list (below) for which a claim is made, must be the same brand and model and offer a warranty issued by the manufacturer which is applicable in Australia. The price must be in Australian dollars and include all fees, taxes or other charges such as shipping.
Approved Competitors
Your store credit will be valid for 30 days from the date of issue. You can use your store credit towards the purchase of most products at The Good Guys online or instore.
The Good Guys Store Credits cannot be exchanged for cash. The Good Guys Store Credits cannot be used to purchase gift cards, epay and iTunes cards, products from The Good Guys eBay store and excludes certain brands selected by The Good Guys at its discretion such as Apple, AEG, ASKO, Miele, Neff, Bertazzoni, La Germania, FFalcon, and other agency brands.
For any other 30 Day Price Guarantee enquiry, please contact the friendly Concierge team here or via telephone on 1300 765 988
You are entitled to 3 x $20 Concierge Store Credits every 12 months for each Gold Service Extras membership you have purchased. You must remember to register your mobile number or email address with The Good Guys to receive Store Credits*.
Store Credits can be redeemed online or at any of The Good Guys stores
across
Australia on our huge range of products^.
*Concierge Members receive three store credits per 12 months of
their membership,
capped at 9 credits for multiple plan holders.
^Some exclusions apply – for more information please refer to the full Terms and Conditions.
You can receive Your Concierge Store Credit via SMS or email, to a valid mobile number or email address provided to Concierge. The method of receiving store credits may change from time to time and will be at the discretion of The Good Guys.
Store Credits can be used online or in store at The Good Guys on our huge
range
of products, but some exclusions do apply:
Concierge Store Credit offers cannot be used in conjunction with any
other
store credit offers or be exchanged for cash. Store Credits can’t be
used
to purchase gift cards, epay and iTunes cards, products from The Good
Guys
eBay store and excludes certain brands selected by The Good Guys at its
discretion
such as Apple, AEG, ASKO, Miele, Neff, Bertazzoni, La Germania, Falcon
and
other agency brands.
Concierge $20 Store Credits are sent to members at various times throughout the year. As different people purchase a plan at different times we don’t have specific dates when each Member will receive their credits.
Concierge $20 Store Credits typically have a five-day expiry – so you need to shop fast when you receive them, but don’t worry – you can use them online if you don’t have time to pop down to a store!
Concierge Members receive 3 x $20 Store Credits every 12 months for the lifetime of their membership.
If you have purchased Gold Service Extras on two products, you will receive up to 6 x Concierge $20 Store Credits every 12 months for the lifetime of your plan.
If you have purchased Gold Service Extras on three or more products, you will receive 9 x Concierge $20 Store Credits every 12 months for the lifetime of your plan.
Concierge $20 Store Credits are capped at 9 per year for multiple plan holders.
No. Concierge $20 Store Credits typically have a five-day expiry – so you need to shop fast when you receive them!
Sure! Each credit has a single use bar code, so just make sure you give it to one family member or friend to use.
Concierge $20 Store Credits are issued at various times during the 12 months of your plan. You could get one when you first sign up, or in a couple of months. Rest assured you will receive all three within the 12-month period.
You'll be invited to join our Try, Review & Keep program whereby members selected from an audition are able to Try, Review and Keep exciting products from huge brands such as Samsung, Electrolux and Dyson. Members keep the product they have reviewed.
The chosen applicants will be contacted by phone once they've been chosen to be a part of the program. A Congratulations email will then be sent to the applicant with some details about the program.
The chosen applicants will be sent an email with tips and instructions on how to post their reviews along with a link that will allow you to successfully upload your reviews via a personal online form.
If you are unable to post a review after being chosen, please contact conciergesc@thegoodguys.com.au so that we can remove you from the applicants list or arrange for the cancellation or return of the product.
If a review has not been uploaded by the provided due date, we will arrange for the item to be returned to your local store.
You can change the way we issue your store credits and contact you about the latest Concierge member offers. To manage your preferences, click here.
You may have rights under the Australian Consumer Law (ACL), but these are considered on a case by case basis and it depends on the circumstances at the time. Purchasing Gold Service Extras gives you certainty that you will have a remedy during the period Gold Service Extras covers (subject to GSE terms and conditions). To access a current copy of the Consumer Guarantee Repair, Replace, Refund brochure, click here
You may have rights under the Australian Consumer Law (ACL), but these are considered on a case by case basis and it depends on the circumstances at the time. Purchasing Gold Service Extras gives you certainty that you will have a remedy during the period Gold Service Extras covers (subject to GSE terms and conditions). To access a current copy of the Consumer Guarantee Repair, Replace, Refund brochure, click here
You may have rights under the Australian Consumer Law (ACL), but these are considered on a case by case basis and it depends on the circumstances at the time. Purchasing Gold Service Extras gives you certainty that you will have a remedy during the period Gold Service Extras covers (subject to GSE terms and conditions). To access a current copy of the Consumer Guarantee Repair, Replace, Refund brochure, click here.
Use this enquiry form to send a speedy message to the Concierge Team
For us to be able to assist you, you must be the plan holder as an authorised contract. Please have your purchase and membership details ready prior to contacting us.
The Concierge Team Operate 9am to 6pm AEST, Monday to Saturday excluding
National Public Holidays.
Call 1300 765 988
The Concierge Team operate Monday to Saturday 9am – 6pm AET.
Call 1300 765 988
.png?profile=bce)
