Product Care Claims

Product Care Harvey Norman is a waste of money, Harvey Norman should be ashamed of themselves for stealing peoples money with an extented warranty that is worthless. I have a problem with my washing machine and they told me it was not a manufacturer fault, which is an absolute lie. Do not waste your money buying this so called extended warranty, they just want extra money from you, and do not care.

I had a great experience with Product Care for my laptop. I had an issue with it and was approved for a replacement. I had a credit I could use against any laptop. I paid $750 to get a new model and it's still going 5 years later, very happy.

We received excellent advice and technical service from Alex and Bayden when we bought a new laptop from HN Cambridge (Tas) in Feb 2026. They were courteous and generous with their time. We've also received very good in-depth advice from Alex with previous purchases. Product Care We read lots of negative reviews but we were very happy with our… Read more

experience. We had a Product Care cover on a HP laptop bought in 2022. Hinge and screen broke in Feb 2026. HN Cambridge (Tas) sent it to Product Care, who contacted us 2 days later, and gave us clear options that they could repair laptop, or give store credit for our 2022 purchase price. We spent a couple of days investigating laptop features and prices and chose credit. We rang back to Product Care and the credit was delivered within 10 minutes. Staff at Product Care and in HN store were very helpful in all aspects of this process.

I recently had to use my product care that i purchased through Harvey Norman when my fridge stopped working. Stupidly i didn't remember that i actually had purchased this care and i called a technician to repair my fridge. After 3 weeks and several visits and $950 in repair bills later i filed my receipt only to find i did in fact have product… Read more

care. I cantacted them immediately and got the technician to send them all the details about the repairs and to my surprise in around 7 days i was given a HN store credit for $2720 and refunded my $950 i spent on repairs. All in all the experience of dealing with Product Care was very very good ,right down to purchasing my new fridge with Product Care again. From MY personal experience with them this 1 time, i would highly reccommend purchasing it on expensive electrical items.

This was a very positive experience – I have now had my third experience with Harvey Norman Product Care. Sadly, it’s true they don’t make things like they used to. On all 3 occasions I have been so glad that I paid the extra for this, as things have died just out of warranty. Sure, you can absolutely spend a bunch of time dealing with the retailer or manufacturer trying to claim… Read more

your fault is worthy of them giving you a refund/replacement outside of warranty etc, or you can just do it this way.

First time I dealt with Product care was a fridge, second time, washing machine. Both of those experiences were good and made me take it again on another fridge. This time, it was my fridge. It died on Christmas Eve (yep.. FML). What a lifesaver Product care was!

The HN Store at Fortitude Valley was so helpful in submitting the claim to Product Care on my behalf on the 24th. Honestly I had low expectations given it was over the Christmas break, but Product Care had someone out to me on the morning of the 27th, the report was sent to them over the weekend and by early Monday morning I had a credit to spend. The Harvey’s store at Carindale have kindly arranged a speedy delivery of my new fridge.

The online portal is great for seeing where the claim is at, but even when I felt the need to call (not having a fridge sucks!), each time I spoke with Product care I was treated with respect and empathy and it was clear they just wanted to get it sorted quickly for me. I really have no complaints at all and believe they did all they could to resolve this quickly.

Biggest mistake anyone can make is falling for this scam from Harvey Norman, a class action needs to be initiated against this mob just like the recent one against one other retailer in similar space. More than 2 months after a approved claim on a oven i am still waiting for these guys to allocate an installer to so that I can replace the oven and get on with life.

BUYERS BEWARE !!!! It’s a total scam! They will find any excuse to make sure the fault isn’t covered by the warranty even if it’s a virtual assessment And they virtually assessed The wrong part. Honestly Harvey Norman should be ashamed of them selves selling and offering this scam to their customers.

Absolutely disgusting behaviour from thieves group. Failed to fulfil their on policy by contacting me, tracking that was incorrect and then said it was within a 2 hour delivery window. This was the second attempt and they could not must a 1 min call to delivery a plus £1000 product @Miele really need to look at this delivery service provider!!!

Disgraceful. Product care delay delay delay. It had been 4 weeks without a cook top. Harvey Norman should be ashamed of themselves getting you to purchase an extension plan that is useless. I have know been waiting for Camdec to get a quote back to Harvey norman for installation. So far this has been 4 days, After it goes back to Harvey Norman… Read more

they then sent it back to Product care to see if they will allow Camdec to install the cooktop. God only knows how long this will take.

purchased a samsung oled 55inch t.v. 12/2022, noticed a mark on the t.v recently. thought it was dirt lol . took picture went to H.N . asked about it said it maybe the LED fault - i had to call product care , they sent a repairer, he said we can fix this ?? i was like no i would like a replacement. the short of it , no like for like… Read more

, they will give you the cost you paid if the replacement is higher in $$$

so generally as product care only kicks in after the end of the manufacturers warranty , you are going to pay more for a replacement.

I am very disappointed with my experience with Product Care. I initially contacted Harvey Norman because my washing machine had a problem. A staff member told me I could use Product Care and said she would email them on my behalf so someone would contact me. I waited for over a week, but no one got in touch. I followed up with the store again,… Read more

and this time she gave me a phone number so I could contact Product Care directly. I called and finally managed to speak with someone from the assessment team. He asked me to send a photo of the machine, which I did immediately. After that, I heard nothing for over a week.

I emailed him again, and instead of an apology, he just told me to call a different number. When I did, I was told they couldn’t speak with me because the Product Care plan was under my husband’s name—even though Harvey Norman had already added my name to the account.

Now I have to wait until my husband is available to call them himself.

How is this acceptable? Why wasn’t I informed from the beginning that I wouldn’t be able to handle the issue myself? After numerous emails, phone calls, and days of waiting, it feels like a complete waste of my time.

Harvey Norman’s Product Care – Misleading, Useless, and Frustrating I paid for Harvey Norman’s Product Care expecting peace of mind. What I got was a deliberate, drawn-out denial of a valid claim. My appliance had a fault after two years of normal use. I lodged a claim. First response? A technician tried to charge me $300+ and said it wasn’t… Read more

covered. When I called support, I was told the part was covered and not to worry—they’d review the case and call me back.

No one called. Then came a vague email rejecting the claim:

“(c) accident, misuse or abuse.”

I called again. Claim sent for “review.” Promised another callback. Didn’t happen. Called again. Spoke to someone who promised a manager would get in touch. Still nothing.

Eventually, I was told the claim was closed and, if I had an issue, I should contact Consumer Affairs Victoria.

It’s clear Product Care is structured to reject claims, delay customers, and hope they give up. This is not a support service—it’s a revenue scheme.

Avoid Harvey Norman’s Product Care at all costs. You're paying for a policy they have no intention of honoring.

Terrible Terrible Terrible – Absurd waste of time and money getting this service. . So very slow, no response and definitely no calls like promised for any resolutions. Never ever again. Stay clear of them people !

Harvey norman profuct care – We bought an Oled tv from Harvey norman in 2023 and bought product warranty for 48 months with them at an additional price. Suddenly in 9months the tv stopped working. We tried to claim for the warranty. This was put in 4 weeks ago and they have ordered a part which has taken forever to come. We are still not sure when it will beput. I would never recommend anyone this service

Excellent – LG dishwasher claim Harvey Norman Hervey Bay. I called the store just to enquire about the process of extended warranty. I was told they would organise everything. Three days later repair contractor came and advised dishwasher is not fixable ( 3 years old). Next week product care called they authorised a replacement and two days later new… Read more

dishwasher arrived . Could not ask for better service , the fact that I did not have to do a thing was surprising but appreciated was updated via phone calls at all times . Best service I have received in a long time . Good on you team at Harvey Norman in Hervey Bay .

Worst company ever – Shouldn't give that should be 0 . Worst ever company and people dont buy there products warranty not worth paper printed on . And staff very rude . And even didnt answer my mediation people. Don't buy

Product Care Harvey Norman – Product Care worked for me , lines on LG oled tv (51 month LG oled  tv) Put claim in on monday approval thursday for replacement tv.Friday ordered new tv , new tv will arrive on Monday , so good have  opted  for product care again.

Never ever ever again – What a terrible experience, speaking to a person who has zero empathy for the situation of a broken down fridge in the middle of a Brisbane heatwave. It has been 4 days now and zero feedback or promised call from repairer to book in an inspection. If the issue was a Washer / TV etc then no probs but a fridge is pretty vital considering we have 2 small kids. No one seems to care and customer service is non existent,

AVOID Product Care – What a terrible experience, speaking to a person overseas who claimed they were contacting a service agent to repair my machine. After 3 separate phone calls to them and 22 days of getting nowhere I called them again. The man said he would follow it up straight away, I asked him to send me an email to verify what we had spoken about today, he said… Read more

he would do that , but when I asked him if he had my email address he said "yes of course I do" so I asked him to read it out to me and the he said "sorry I am having issues with my system" and the phone then cut out. Wow!!! NEVER AGAIN

Inferior replacement product – So disappointed. Fridge/freezer died. They do not provide a replacement product of the same quality, just store credit to the value as that model isn't manufactured any longer. If I want a similar fridge/freezer to original, I had to pay extra. Now getting a much smaller product with less features. I don't consider that a 'replacement product'. Very poor service.

Total deception! – Don’t buy Harvey Norman product care it’s a total scam. I was told by the salesperson is cover any damage to the phone. Now I go to claim and it only covers the front screen. What a scam no wonder Harvey Norman are going broke.

Awful communication, awful company – Booked in for delivery, gave tracking info right up until 2:25am on the day of delivery. No delivery window or phone call recieved like they promise you. Then they don't arrive! What's the point in booking in a delivery days in advance if they just don't turn up, and don't bother to contact you! I wouldn't ever use this company by choice again,… Read more

avoid them at all costs. Their "customer service" team only worl m-f 9-5, despite running deliveries outside those times.

Scam warranty – Purchased through Johnnys furniture. Product care simply don’t care ! They are rude , don’t answer there phone or return any messages . It feels very much like a scam and know one should waste there time or money buying this product . What type of company have a free call line that never returns messages . And a computer system that keeps… Read more

canceling your tickets . The whole policy is not worth a grain of salt . Currently in the process of having my solicitor deal with them as this scenario has gone on for months . If you see this warranty, do not buy it don’t even look at it .

Product Care is excellent – Product Care is excellent however not cheap. I have had multiple laptops credited near the end of Product Care for battery life and one with broken hinges. Never had an issue and have never utilised however Harvey Norman also offer free servicing. Yes if you get a credit it's minus the product care cost however I always found the sales person are up front about this.