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- 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.
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!
Service Centre support
Returning a product under warranty was easier than expected and communication was continual throughout the process of a warranty fix. Despite a long turn around period, the staff were helpful
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!
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.
- Retail Stores - Electronics
Harvey Norman Rothwell moderate unflattering reviews that contain facts. They practice consumer unawareness.
This is the review of my dealings with HN rothwell. It was deemed unsuitable by the team at HN rothwell. My 2 tablets reflect the quality of Rothwell HN.
I've included the stores response at the end. This is my factual dealing with this iconic Aussie retailer. Gerry Harvey himself wouldn't put up with these clowns.
Went into HN rothwell looking for a device for my children. Advised to purchase this tablet by staff. I bought 2, then I asked do the tablets come with cases and screen protectors, no they don't. Asked if there was any to buy as the...product is for my children, no. So with the advice of the staff I trusted that the warrantee was as good as having a protective case. Got the tablets home and set up, then noticed incredibly slow to load even the home page, apps were freezing had to call the store for assistance, they gave me Lenovo helpline in India, they were rude and condescending and offered sneered remarks, similar to HN Rothwell. Then went back to HN rothwell for their not so friendly service and their failure to listen to the issues we're having. Consumer Affairs arranged a compromise between HN and I the customer. I attended the store was made wait 30 mins for manager. He was totally rude and denied the compromise set by Cons. Affairs. So, in trusting HN rothwell staff's advice, and using my local Aussie retailer, I can only advise locals in Redcliffe to give your money to any other store than HN rothwell. They should look up the meaning of customer service. Treat customers as you would like to be treated. You cannot fix your problems unless you acknowledge they exist. Stop intimidating, and deliberately sabotaging your customers attempts to claim valid warrantees. In the local word of mouth, your warrantees, are not worth the paper they're written on. Why mediate reviews that are appropriate, factual responses containing areas you need to improve? Reviews are feedback of truths, this is what your customers face when dealing with you. We want to buy via local Aussie retailers. But your ignoring the elephant in your showroom. SPEND YOUR MONEY ELSEWHERE This is HN rothwell company response to my review on their website. It cannot be published on Harvey Norman, but.. Our staff have read your review on the lenovo tab e7 7-inch tablet - black. We value your contribution but unfortunately it did not meet all our review guidelines. For more information go to www.harveynorman.com.au/customer-service/faqs/
Cairns Store - staff just want the sale
Firstly I was sold a laptop by Harvey Norman Cairns through Flexirent. Salesman sold it to me advising I would have full accidental damage cover (even on the loaner if one ever required). I asked about the loaner - would it be the same standard computer as my son uses it for multimedia subjects. Yes he said. I was approved for $11K credit!! I have since requested the paperwork from Flexirent that he submitted and he has falsely filled out the form on my employment status and income. I did not have to provide any proof of income. I advised Flexi...rent of this. They did nothing. Fast forward 18mths, it needed a repair. Flexirent said the loaner would just be a standard computer and not able to handle the programs. Harvey Norman Salesman lied. We didn't worry about the loaner as they wanted $110 for a computer that was not going to suit us and was not going to be insured under the accidental damage!! Another lie the Salesman told. Flexirent decided it wasn't worth repairing as it was a major fault. They valued the computer at $920 (I paid $1400 brand new 18mths earlier). The store said I had to spend the credit with them. I have since found out, I could have got my money back instead but this was not offered - is this a case of staff not knowing how it works (there were 3 staff there that got involved). I was told I had $920 to spend in-store on another one. They sold me another computer that I had to pay the difference on. Fast forward 6 months and it has the same fault. It is sent to Acer for repair (manufacturers warranty). A month after receiving it back, it is doing the same thing. As it has a minor bump in the corner (which as been there since purchase and has come back worse after the repair), ACER now claim they will charge to repair this fault. The staff at the Cairns store do not inform you of all your options, they just give you the option that gives them another sale. Now they are telling me to lodge an accidental damage with Flexirent and if it can't be repaired, I will be given a credit. No, I will take my money back and spend it elsewhere.
Never again will I purchase anything from Harvey Norman.first of all over 3 hrs to sign up for a new phone,but the phone + earphones are faulty they don't want to own it instead wasted my time sending me else where to no avail.Head office are useless and just ignorant.
Harvey Norman Customer Service Appalling
I purchased a lifeproof phone case product for $109 because it claims it is "lifeproof" and "drop proof for 2m and under" from the Harvey Norman store in Belrose. However, after using the case for 3 weeks, I dropped my phone for the first time and the case failed to protect my phone, resulting in a $840 repair cost for my phone. I proceeded to customer service in store to claim a refund and compensation for the damages. They told me I needed to contact LifeProof to receive a refund. The LifeProof contact forms did not work and when I tried to c...all them they continued to ignore me. I then had to re-enter the store in person after 3 weeks of attempting to seek a resolution multiple times. They then called their supplier and told me I needed to fill out a new form for LifeProof as I needed to go through LifeProof Asia (which ended up being the same form I originally completed). When LifeProof then refused to give me a refund because they did not sell me the case I had to go back in store to request a refund again. This time after requesting the store owner, he claimed that he needed to go to compliance and that they want to assess the phone case and my phone to prove it is faulty which requires sending their faulty case and my physical phone off. The store manager has consistently put me through layers and layers of deferrals and has refused to refund me for the case and the damages caused. I highly recommend you NEVER purchase products from Harvey Norman as they refuse to refund/replace/compensate.
Seller of "seconds".
I keep buying from this company as it is the only option in my rural area. I have to return items for warranty or refund. They have never actually honoured a warranty. Pathetic quality goods.
Moore Park Staff were very rude ( including management ) , on two separate occasions ; will not back the warranty, give the Moore Park store a miss. Extended warranty , ( product care ) is a jock,,, and advised by their own tech guy , that we just go " round in circles " when claiming on warranty issues.
Absolutely No Help at All
Purchased a monitor and it packed up 3 months later. Took it back to Harvey Norman and they were no help at all, I would strongly recommend going somewhere else. Take your hard earned money and spend with a company that honours client loyalty. After 20 years and more than $20,000 spent goodbye Harvey Norman.
Do not shop with them
Sticking to facts:
Purchased a Mac book air
11 months later T key comes off
Harvey Norman tell us to come back when our product care begins and not worry about manufacturers warranty
We come back in an send it off
I get a call 2 days later saying they're sending it off
I get a call 8 days later saying that they got the dates wrong and our product care started at midnight the day we dropped it in so they have to send it to Apple
Apple send it back saying it's not covered which is untrue but that's not relevant
Harvey Norman contact me 6 days lat...
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