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Disappointed and disgruntled by poor customer service
Really disappointed with customer service on the 3 different trips I made to the Devonport store.
1. Tried to find some help for getting a product, but couldn’t find a single person to help me. I asked the cashier and she did attempt to get me some help, but the person who said he’d “be right back” never showed up again. I proceeded to wait near the cashier for another 15 min (during which time I was not acknowledged) and then walked out and bought my product at Bunnings, where I received help within 1 min of walking into the store.
2. My seco...
- Retail Stores - Electronics
Their product care warranty is a kind of a scam
I purchased a headset from Harvey Norman and this is my 4th purchase over $500 from Harvey Norman. When I purchased it I was offered a warranty which they call product care, it costs some $159 odd if I am correct. Every staff at Harvey Norman that sold me a product above $500 assured me that their product care would cover even scratches and almost anything.
The headset worked fine for a little over a year. After that, there were issues and it affected my hearing so I took it to the store to claim this specific warranty called ProductCare. Whe...n I handed it over the tech staff said I am not eligible for warranty because they consider it a wear and tear concern. So I argued obviously. I had to because the staff kept refusing. Then a product care staff itself was at the store and he said that I am eligible for a claim and he advised the tech staff accordingly on how to lodge the claim. They did this only because I was strict with my request. If you were too polite you would not get a fair response. (When I wanted to purchase the product they said I would not be hassled due to product care but this was clearly not the case) After 3 weeks ProductCare department called me and said I can get it repaired, replaced for a new one or refunded in full but for the current market value, NOT THE AMOUNT I BOUGHT IT FOR. When I checked the price of the same product on shelf it was the same as how much I bought it for so they should be able to refund me the shelf price because that is what I paid for (and that is what they said I would get when I purchased it) but they are saying they can only refund me their sourcing cost, not the shelf price. Be careful of what you order from Harvey Norman. The same issue at JB-HiFi. Keep a record of all conversations when purchasing a high-value product with any extra warranty like ProductCare. Cheap quality customer service. Wasn't expecting this from Harvey Norman. Thought they were a store with a reputation.
Customer Service Poor, no ambition to be the best.
Purchased Lenovo Yoga from Harvey Norman in February 2019. The touch screen stopped working 2 weeks ago. Advised Harvey Norman on Sunday 17th Nov. Rec'd email back advising the store would respond within 48 hours. Store got in touch on Wed 21st Nov. Dropped the computer into the store today, Sunday 24th Nov, and was advised that it would take 3 weeks. When I said that was very poor customer service, the response was "well that is the same as JB hi fi." I said that had it been used by one of my children for school or uni, I would be very unhapp...y. And if that is the level of customer service, why would I choose to buy from Harvey Norman again, I may as well just buy from an on line store and receive poor service. In today's business world, customer service is usually the differentiating factor for many businesses and it certainly is in retail when you are selling brands widely available elsewhere. Very disappointed with Customer Service approach.
Shame on you Harvey Norman sales assistant no better than used car salesperson (Honesty is the best policy)
Purchased a smart tv at Midland store yesterday after sales assistant recommended 55inch TCL on price,picture and quality. He showed us the demo tv with vibrant colours and great picture quality which sold it to us. Set tv up this afternoon to our Foxtel the picture was worse than the old Onix tv we were replacing and the colour was terrible. We returned to store to let the same sales assistant know we weren't happy with the quality of the picture thinking that there was possibly something wrong with the tv. He said he showed us the demo tv a...nd then pointed to another TCL tv the same as ours with the same poor quality picture and said that's how ours would look at home. This was a classic case of passing off one item as something else. Buyer Beware when you search the Internet you will find pages explaining how Harvey Norman and other retailers in Australia set up their demo TVs with 8K quality and suck you into thinking that you are buying a tv with fantastic picture but the reality is your new tv when you get it home will never look anything like the demo tv. What made it worse was the arrogant sales assistant said we never asked the question and said our budget was $500 what did we expect. At no point did we give him a budget we presumed because the tv he showed us that the picture was crystal clear that it was a good deal. I expected the sales assistant to be honest and then he smirked like he had stitched us up. He said if we didn't like it bring it back and smirked again like it was some big joke. I then gave him a serve and asked him to get the Manager. He said he would get the Manager when we brought the tv back. The worst customer service I've had in years and if that's the guys sales technique wait until the day he serves someone who has come all the way down from the country. The ludicrous thing is his work colleague said he was a decent guy but he didn't agree with his dishonest sales technique which he uses all the time. More fool you I've shopped at Harvey Norman and Harvey Norman Seconds for years and we were about to purchase a lounge suite for the living room and another for the theatre lounge as well as bedroom furniture. Based on this guys dishonesty I will never set foot in Harvey Norman again not that this sales assistant seemed to care anyway. So the advice I'm giving to all other customers considering shopping in their stores is to shop elsewhere maybe then when it hits them in the pocket they will retrain their staff to be honest and caring. Of course I'm sure there are a lot of other good staff that work in their stores who unfortunately will get tarred with the same brush. Totally un Australian Mr Norman but I'm sure you are aware the products you are selling don't match the demos you must do you Implemented them. Remember what goes around comes around and I hope this post at a bare minimum can save someone else from having their time wasted.
Never go for it. Submitted a claim more than a month ago but still haven't heard anything.
When I purchased a product, I was said to get instant replacement. Submitted the claim on Harvey Norman store Marion more than a month ago but haven't heard anything back. Store doesn't take any responsibilities about the process. Be aware of their sales techniques, doesn't really worth paying extra for product care scam.
Bad advice and a battle to get guaranteed refund
The tech salesperson at Harvey Norman recommended a particular computer virus software with a 30 day money back guarantee. The instructions I was given to install the software didn’t work, I was on the phone to India for a long time trying to get help (they wanted to charge me extra) and when I asked for my money back at Harvey Norman they refused! Should have gone to Good Guys!
Misleading & Unprofessional Sales Staff
I had a phone slammed down on me by Matthew from the Harvey Norman Chadstone AV team & I had recieved misleading and flat out poor customer service from KChang. Beware of purchasing gifts for people from this store or trusting the sales staff on the floor as it may come back to bite you. It took me two emails, many whatsapp messages and two phone calls to finally obtain a refund from Anna the floor manager. The process was a lengthy waste of time.
Impossible to exchange faulty products!!!
Harvey Norman is hopeless at returns. For a faulty mouse, they made us run around to different stores for an exchange. Customer service was poor and not friendly. I was made left feeling guilty for returning a faulty product. Finally, the Harvery Norman store at Springvale exchanged it for us after a day of failed attempts.
Harvey Norman Noosa - Dreadful Refund Policy and Experience
My wife recently in good faith and following consultation by an attendant bought an expensive ($79) charger for her camera battery. It does not work as described and they have refused to refund or provide a credit. Have been a customer for over 10 years and spent thousands of dollars. Never again.
2 Major failures $3000 dollars down the drain and Harvey Norman does not care
Bought 2 Lenovo laptops $3000 approx 15 mths later they are both bricks and Harvey Norman says too bad. Not our problem. $3000 bricks I think constitute major failures. Heading to JB Hi Fi - they actually care!
I purchased a New 200 $ Navman From Harvey Norman Gold Coast,had it a week, was travelling back towards Tasmania, when it failed to turn on ,Called into Harvey Norman Coffs Harbour to exchange it , the Manager said I would need to get the Maps updated at a cost of 35 $ or they would have a look at it and a fee would be charged if they could not find a fault , I find this terrible service ,why would they not just exchange it ,The extra warranty didn’t apply ,so walked out with a faulty Navman No more Harvey Norman Products will I purchase
Very very disappointing. I picked up my daughters computer from Harvey Norman Maroochydore after leaving it with them for a health check/service. On returning home my daughter opened her screen and once she turned it on she noticed the screen was cracked. I phoned the shop and they advised me to come in and talk to the technician which I did. As soon as I got there the technician came striding out and promptly told me that they had it all recorded showing me picking up the computer and him quickly opening the laptop for me to see. I asked to se...e the footage as I couldn’t even remember him doing this and yes there it was, him opening the laptop and showing me quickly. When I tried to let him know that you can’t actually see the crack until the screen is illuminated I was laughed at and smugly told “no love I didn’t crack your screen, it was perfectly fine when you left here”. He then turned to all the staff with a smug look while they all sniggered. I was so embarrassed I walked out. So now I’m left with a $3000 laptop with a broke screen and no idea where to take it to get fixed. Instead of offering a solution they simply felt they had won. I get that I have to get if fixed but never again will I ever set foot in Harvey Norman Maroochydore ever again. Terrible terrible service.
- Retail Stores - Electronics
Worst customer service ever experienced
Salesperson gave incorrect billing information and product specifications when selling me Optus products. Response was very poor, store manager offered me no compensation at first, could not care less about my financial hardship due to poor salesperson.
Ended up offering me a free tablet case as compo once I escalated the complaint. My wife arrived to select a case as discussed. Offered me a cheap and nasty phone case which I had no choice to accept. No offer to cancel Optus plan or adjust the plan, belittled me and clearly failed to comprehend the complexity of the problems that have arisen from the salesperson’s mistakes.
Terrible store with awful customer service, AVOID AVOID AVOID!!!
HP Laptop warranty issue
We bought a HP 360 Laptop from Harvey Norman, Knox, Melbourne with an extended two years warranty. After four months we had some issues with this brand new laptop. When we took it to the Harvey Norman store, they refused to fix it free of cost and asked me to pay them $260. Even Manager was so rude and clearly told me that he is not sitting there to fix computers free of cost. I could not explain me about my warranty and rather kept telling me that he can not fix it without money and it will be my choice whether I want to go there or next. I found this whole HarveyNorman's warranty business as a scam and a scandal to rip off people's hard work and hard earned money. Very upsetting and disappointing Harvey Norman.
Customer service was terrible from the Blacktown computer franchise manager whose name is Josh.
Totally disgusted with lack of customer service at Blacktown Harvey Norman Computer Store, refused to swap over items that were not required to more appropriate items, very bad customer service
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