My complaint:
I made a claim through Concierge after my fridge broke down (Case No. 7083983. It was referred to The Good Guys Shepparton. When I hadn’t heard anything after a few days I contacted the repairer mentioned (Dickson’s Refrigeration in Shepparton). I was told the job had been processed as a standard claim, they were waiting on approval for mileage and when they got that it would be two weeks before a repairer could be sent to Benalla to fix it. Called The Good Guys and Julie told me that’s just how it is as the repairer has other jobs. When I said that this makes concierge membership totally meaningless she offered a loan fridge and said it would be delivered late Wednesday. Wednesday evening she called to say the driver had had some bad news and would deliver it first thing in the morning. When it didn’t arrive and I had to go to work I called again and was told the driver will call and give me notice so I could get home. When I hadn’t heard by 3.00 pm I called and Justin promised it was the next job and he would be there in half an hour or so. I raced home and waited. When he hadn’t arrived by 5.10 pm I called and Justin said he was definitely on the way as he had just waved him down the road. I cancelled my dinner appointment when he hadn’t arrived by 6.30 pm. I then get a call from the driver (Steve) saying he had knocked off but would I like the fridge delivered tonight but he was still in Shepparton. After being misled so many times I said no. I called Justin today and he said he would organise to get the fridge delivered today or they would pay for a hire fridge. I then get a call from Julie who told me it would be Monday and they would not be paying for a hire fridge. If this is concierge service then one wonders what your standard service is like. I have lost over $100 in spoilt food, had to buy an eski and pay $10 – $15 per day for ice, not to mention the stress and inconvenience of not knowing whether I was getting a loan fridge or not.
Had I known this is the level of service concierge provides I would never have bothered. The whole point was to be well looked after if my fridge broke down for all the obvious reasons. The Good Guys concierge service does not even meet standard practices so it is misleading consumers.
Suggested solution:
Reimbursement for fridge hire (invoice to be provided)
Reimbursement for spoilt food, ice, and eski ($180.00 to date - 18.2.2022)
I will lodge a formal complaint to ask Consumer Affairs look into the misleading sales practices involved in The Good Guys Concierge program. It has no value outside the metropolitan region as it relies on sub-contractors which The Good Guys do not have control over.
