Attention: Complaint Board,
May you forward a contact to the Manager or Owner of Harvey Norman Bundaberg please. I would like to forward this complaint to the appropiate person. Much appreciated.
To: Owner/Manager: Harvey Norman- Bundaberg, Mon Feb 13th.
This is email is based on failure to recieve competent professional customer service.
We feel that the technical service dept may better learn how to serve customers by making sure they contact them by phone. Our laptop was repaired on Feb 6th. We found out that the person who called our home fail to do so. Our laptop was in shop for a week- ready for pick-up but we were not told. We pay for the warranty expecting it to be valued with competence and a timely response through communication.
My husband had to drive into the store several times to get the same answers, we haven't got it back yet or the person in Techincal repairs is not here! Third visit, on a Sunday Feb 12th, 12pm. A man working on the register named Andrew was chatting to a girl. Andrew looked over and replied that the technicians were not in (obviously). And, without delay went back to chatting. Honestly, what is he getting payed to do. I can understand if he was serving her-but no it was just incompetence for both us and your company. It was not until my wife was fed up with this lack of service, that she turned to a sales rep, Melissa. She was competent, also a sales rep named Matthew also offered his assistance. We want to commend these two particular workers and hope your company merits them for their service. Matthew looked in the back and found that our laptop was ready for pick-up on Feb 6th and only one call was made but they failed to contact us, and didn't call our cell phone to inform us on pick-up. My husband went into the shop that Feb 9th after work around 4pm and enquired and was told they didnt know. This is just down right incompetent customer service! Please in future, make it a note to verify to your workers that making contact means 'actually' speaking to the consumer on the phone to let them know. How hard is that? This is just pure laziness. I believe both Andrew & the technician dept. should be addressed and mentored for better service next time. No- our phone was working fine on that day, as we checked with our phone company! We also do have an answering machine on our home phone, i dont believe it is hard to leave a message?
Overall, this was a waste of our time, money, reluctant service, and the delay created unnecessary burden. This is a failure of good competent service delivery to loyal customers who do the right thing by supporting local (our Australian) economy in Bundaberg. Is this what we are to expect of your workers, honestly it is unacceptable! Surely if you want to make more sales at least be good to the people who help pay for their jobs! We have had to buy our other needs elsewhere due to this lacking. Regards Mr & Mrs. Bishop
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