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Broken TV? Why your cover doesn’t stop at the warranty

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12 October 2026
Tom Kaldor
NumbersStoryCheat code(A)just for funWins club
Power in numbers

What people did on Ajust this week

726
people took action
363
case plans we prepared
$111,338
at stake in those plans
2560
Biggest win
Jacky’s full rental bond back after leaving a lease early. Once Ajust cited the NSW break-fee rules, the agency cut its claim from $1,771 to $829 within a couple of hours, then let the deadline to dispute it pass.

Spike alert

  • Aldi
    Faulty products, from a 70-inch TV to a pressure washer, and complaints about staff at two stores.
    Four times its usual share: 1.7% vs 0.4%

Under control

  • Insurers
    Five complaints this week, all cancellations or an app problem, and not one claims dispute.
    Half its usual share: 1.4% vs 3.0%
Story of the week

The TV that gave up early

Mark’s 55-inch Samsung Frame arrived bent, and he says Samsung’s own representative confirmed it was out of spec, but kept asking him for proof of purchase.

So on 12 October Ajust took it to Harvey Norman, which sold it. Four days later, Harvey Norman delivered a new TV. In Mark’s words: “Harvey Norman has really stepped up to the plate and delivered a new TV”.

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Mark wasn't alone. Eight people came to Ajust this week about a TV. Six had sets that had simply stopped working properly: a pink tint across the picture, a screen that keeps going blank, lines and streaks, one that won’t switch on at all. Every one of those six was less than three years old, and between them they were worth more than $15,000.

Under the Australian Consumer Law, products must be of acceptable quality and last a reasonable time for what they cost, and that can run well past the manufacturer’s warranty.

Consumer cheat code

Your TV broke? Go back to the shop

When a TV fails, most people call the brand, or give up once the warranty runs out. Neither is the end of it.

The move:

  • Go to the shop that sold it. Under the Australian Consumer Law, the retailer has to put it right, not just the manufacturer.
  • Put it in writing, with the invoice and a photo or short video of the fault.
  • Ask for what you want. If the failure is major, you can choose a refund or a replacement.
  • Past the warranty? A TV should still last a reasonable time for what you paid.
“I bought this TV from you and it has stopped working. Under the Australian Consumer Law, please confirm how you will put it right: a repair, a replacement or a refund.”
To the retailer, in writing, with your invoice attached

The payoff: it’s the route Ajust took for Mark above, and the one we take for anyone whose TV gives up early.

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(A)just for fun

Screws not included

Liam’s vinyl record holder from Amazon arrived flat-packed, without the screws. That meant a trip to the hardware store and about $10 out of his own pocket to put it together.

Ajust asked Amazon for $15 in credit to cover it. A day later, Amazon handed over the full $15.

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Wins club

People who won this week

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  • Teddy’s $246 refund from JB Hi-Fi for a gaming headset with a melting charger: “i’ve collected the refund thank you so much”.
  • V’s Rebel Sport refund for a basketball backboard that arrived cracked: “Rebel called me and resolved the issue and gave a refund”.
  • A dented Bing Lee fridge swapped for a new one, plus a $50 gift card: “Replacement fridge received and gift card received thank you”.
  • $209.98 back from Osmo for the wrong air purifiers, with no return needed.
  • Michelle’s $53.10 from Kmart for a child’s bike with faulty wheels, after a final notice citing Consumer Protection WA.
  • Leo’s Jetts Fitness membership cancelled, with Jetts confirming in writing that the direct debits stop.
  • Ricky’s $500 back for a cancelled Booking.com stay, through a CommBank chargeback after Booking.com and the hotel didn’t refund.
  • Brenden’s $229.95 from JB Hi-Fi for a faulty power bank, with a free return label.
  • Sandra’s $40.61 from The Iconic for sale jumpers that weren’t as described, after it first said no.
  • J’s hire car from Ford for a warranty repair, after the dealer said none was free for another 11 days.
  • One Google reviewer: “Helped me with an expensive item that had passed warranty. Very helpful during the process, and thorough! Will use again.”

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