Reviewer Photos & Videos
- Retail Stores - Electronics
- Verified customer
Terrible customer service experience - very stressful
EDIT: they exchanged the tablet for me. Maintained until the end that I (or a family member) had damaged it and stated that 'they would be wearing the cost.' Still a buyer beware story though as this was a horrendously stressful experience all round but at least I wasn't out of pocket in the end - they must take some credit for that.
My story: Last week, I attended Harvey Norman at _______, Perth to return a faulty Samsung Galaxy Tab A 10.1 (2019) tablet. I purchased the tablet two days prior for my 4 year old daughter who needs a device ...as my wife and I are augmenting her reading lessons with time on the ABC Reading Eggs app. I soon discovered that the tablet had a bend in the case. Photos are attached. When I purchased the tablet 2 days ago I immediately went to Officeworks and purchased a tablet cover. I have also attached proof of this to this email (look at times of purchase on the receipts). When I arrived at the store I went straight to the service counter and I was told that I needed to go to to see a sales assistant in the computer department. This man's name was _______. He took a look at the tablet and told me that he needed to get approval to replace the tablet. I told him that this was not acceptable to me because this was obviously a fault straight from the factory. There had not been any damage to the tablet from my end; as stated previously, this tablet immediately went into a cover after unboxing and stayed there until I took it back to the shop this morning. My 4 year old daughter had at that point only spent 15 minutes with the tablet which was completely supervised by my wife and during which time absolutely no damage was done to the tablet. I told ______ that I wanted my money back or a replacement immediately because under Australian consumer law, this is what you're entitled to if there is a major fault. Instead, he went and told his manager that he needed to come and speak to me. The manager made me wait 20 minutes and then told me that he would not refund me my money nor replace the device until he had advice from the ‘tech’ at his place of work, stating that that this would need to happen in order for the return to be completed. At this point I became really annoyed because the obvious implication is that the fault somehow occurred through damage being done by either me or my family why else would a tech person need to be consulted? He also said that he'd never seen damage like this come straight from the factory. This man, ______, was at turns accusatory, unhelpful, indignant and uncooperative. It was an awful, stressful experience dealing with him. As stated above, I now have a new tablet but it was done grudgingly and without a whole lot of goodwill attached. I will never shop at Harvey Norman again.
Horrible service bad product
We purchased a top of the line vacuum from Harvey Norman 7 mths ago . It’s broken three times been away to be repaired more than it’s been here . This time away 5 weeks ! We call they can’t tell us a thing about it . Last time it broke they super glued it and made us wait 2 weeks to get it ! The worst customer service ever I highly recommend never shopping there we can’t get our money back it’s going to ACCC now all we wanted was a refund to buy a vacuum that actually works !!!
Try to Return Something
I purchased an electronics item and later found that it wasn't compatible with my device and tried to return it. The item was unopened and I had the receipt from the previous day. I was bounced from one person to another who had their own processes until I had enough. I ended up giving it away to a friend.
The reviewer stated that an incentive was offered for this review
Lied to about available software
I was sold expensive antivirus software when I bought a laptop. Was told it wasn't available for just one device when it is. Also wasn't told about less expensive Office option. Was fobbed off when I complained.
I believe these lies and subterfuge are caused by low hourly rates and a dependance on commissions. I put my trust in the sales person. Never again and never again at Harvey Norman.
I always but at Harvey and their extra cover looks after u well. all these years they have been good at service. I recently bought a fridge their service have to
Do not purchase extended warranty
Purchased a laptop a few weeks ago, prior to paying was asked if I wanted extended warranty which they call "product care". They offered me a great discount without me even haggling. They said that it did 2 things. If, within the warranty time frame, I decided I wanted to upgrade I could do so only paying the difference. Or if within warranty time my laptop didn't work I could potentially get a new laptop or the part replaced. Therefore I purchased the "product care", in the back of my mind knowing it was too good to be true. When I got home I ...read so many horror stories about "product care", I went back the next day to refund it. Initially they refused to let me refund the warranty, but once I threatened to return the laptop as well, they gave way. I know I was lucky to get my money back, had I waited until after 20 day cooling period, I would have been stuck with the stupid thing and lost 150 bucks.
computer breaks, you take it in to computer service section, its under extended warranty, we will send it away for you, they send it away ,, after a couple of weeks !! one month later I get a call from Melbourne, you need xyz parts, but we can replace it on warranty, no I want my computer back fixed..... 4 days later its going to take another 3 weeks for your parts would you like a credit and get a replacement computer, no, get the parts I want my computer back,,,,, was I alone, talking at work ,, same story for others, so they get you to ditch your old computer, get another one,, and get another freeking warranty,,,,, bad bad people,,, mine is in mackay qld
Bought 2 mobile handsets from Harvey Norman just over a year ago. One unit has now failed twice. The first time I dealt with the manufacturer and the device was replaced. The second time we chose to go back to the retailer*.
First, I was lied to on the phone by Kit, the staff member who dealt with technical problems. He falsely told me that he had called Consumer Protection and that I was not able to return the phone as the manufacturer had already done so once. Kit was very flustered and not able to tell me when this call took place or who he...spoke to when I asked, but initially I gave him the benefit of the doubt However, when Consumer Protection told me moments later that I was entitled to deal with Harvey Norman still, it was clear that Kit’s supposed call was fake news. I immediately transmitted my advice from Consumer Protection in an e-mail immediately to Kit. Some days later, I received a text from the store accepting that I was entitled to a refund and to bring the item and accessories to the store. Well, after a year, I no longer have any idea where the specific items from the box now reside and was thus unable to produce the items. At this point I was informed that no refund would be possible without them. A manager, Vijay, was summoned. After a discussion in store with Consumer Protection, we were informed that indeed, HN was entitled to ask for the accessories and the bonus Chromecast that was noted on the receiptOk, sure. I still don’t have these things
extended warranty / product care is an absolute waste of money
bought a microsoft laptop, I paid extra for the extended warranty saying the manufactures warranty only covers me for 12 months. The device became faulty after 14 months. Contacted Harvey Norman and they said they'd need the computer for a week to two weeks and that I'd be without it and no loan computer could be supplied. This is unacceptable as I use the computer for work. I called Microsoft and they said I'm still covered under the manufacturers warranty (2 years) and they're sending me a new one free of charge. Extended warranty is a rort and I'm going to ask for a refund on it the absolute scammers
OnlineShopper11South East Queensland, QLD
- 19 reviews
- 29 likes
Product Care Warranty - Don't fall for it!
While buying a Samsung phone from Harvey Norman the sales person kept telling me that I should purchase a Product Care Warranty. I politely declined but he kept insisting that I NEEDED it because quote, "the screens on these smart phones fail all the time!", unquote. He then went on to assure me that under a Product Care warranty the phone would be replaced immediately if the screen failed. Without one my phone would sent away to be repaired if the screen failed. Against my better judgement I eventually gave in and paid extra for a Product ...Care Warranty. Fast forward 12 months and of course the screen on my new phone suddenly failed. I took it and my Product Care Warranty to Harvey Norman, fully expecting to leave with a brand new phone - but that's not what happened at all. The guy at the repair desk told me that because the original 2 year Samsung warranty still had 12 months left on it the Product Care Warranty didn't apply. Huh? I assured him that wasn't what the salesperson had lead me to believe when he was pushing the Product Care Warranty on me. His response was 'that's not my problem'. He reiterated that it could not be used and under the Samsung warranty the phone would be sent away for repairs. To say I was angry would be an understatement. I told him in no uncertain terms that (a) he would be issuing me with a refund for the Product Care warranty (which he did) and (b) I'd be speaking to the manager (which I did). The manager heard me out but I could see his eyes glazing over as I explained what had happened. I suggested that perhaps his staff could be given better training so that they had a more comprehensive understanding of the products they were trying to push on to customers. In return I received some patronising lip service. I left the store feeling pretty much deflated - I honestly think I would have been better off talking to a wall. Nobody working there was the least bit interested in acknowledging that what had happened was wrong. Care factor = NIL. In my opinion Product Care is nothing more than a scam that people should be made aware of, hence this lengthy review.
Scam product care
Returned faulty goods under product care was told on the spot that it will be covered fully. Returned after a 4 week wait to pick up the item and was told I'd have to pay extra money because when i bought the item it was on sale . I wanted a cash settlement instead but apparently they dont do this at this store . Rude staff that have no clue at all.
- Retail Stores - Electronics
- Verified customer
Not so much Care in Product Care
Sony 4K TV purchased 2 years ago. $4500 spent on TV and Product care replacement.
TV becomes faulty with common Sony blinking red lights.
Show fault to Harvey Norman with information from Sony being one of 3 major faults. Logic Board , Led Lights or Screen.
Patronized by staff saying its probably just a fuse.
Go through the extremely slow process of product care.
Told less than a week to sort out. Now on week 3.
TV inspected and fault is Screen needs to be replaced.
No call backs 3 days later. Have to ring product care to get answers and still no report had been filed. Told would get callback at end of day and as usual no call.
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
- Verified customer
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.
Think very carefully when buying a gift
I recently purchased a laptop as a gift for my partner's birthday. I was quickly attended and staff was very helpful.
Unfortunately when I presented the gift to my partner for her birthday the next morning she said thank you but I really don't want a laptop you can take it back.
When I went to return it after many conversations with different levels of management they refused to give me a refund on the pretense that they do not have to refund if u change your mind. I said I hadn't changed my mind it was an unwanted gift...
Currently waiting for reply from acc.
Be careful at Xmas people they don't refund unwanted gifts.
Questions & Answers
Do you do bpay
I lost my product receipt how can i obtain receipt again online...?
Do you do pick up now pay later for tv's for how long?
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.