Harvey Norman Rothwell QLD...
My son purchased an MP3 player last year and unfortunetly it got a fault with the product so it was returned to the store. It was sent away for repairs as it was in the first 12 month warranty period... but it could not be fixed so the product was replaced. This was Great... We had purchased the extended warranty so it would be covered for 2 years.
But just recently the product again become faulty, and as it is now in the 2nd year part of the Harvey Normans warranty.(REPLACEMENT WARRANTY).
I rang the store and asked what we needed to do and were told that we just needed to take it back to the store, we would fill in some details, and maybe have a 24 hour waiting period for the product to be approved to be replaced, or we would be given store credit to the amount. Which was fine...
We went into the store, eventually was served, and we spoke to the staff tech guy and explained what had been happening to the product. He started saying that it could take a number of days to have the product get looked at, and to be decided what would be done with it... We said it was in the 2nd year warranty, which he replied it still needed to be checked to make sure there was something wrong with it, then it might get approved for a replacement.
As the product was no longer available, and there wasn't even another product in that brand name to replace it with... we asked what happens in this case.. His reply was they would just give us one they thought was suitable..When we questioned this, because we felt we should have some say in the product.. The staff member was rude, and very abrupt, ... of course we were getting annoyed at the way we were being treated, in the end we said we would return the next day to discuss what was going to happen.
The next day was worse, because the tech guy accused us of lying, because the product hadn't played up when he looked at it.. well of course this didn't go down very well with us...
He said they would hang on to the product until it played up.. we wouldn't get a replacement or anything until he noticed the problem... We demanded to speak to the manager.. we got no where.. We asked to speak to the owner.. he refused to speak to us.. I eventually spoke to the owner by phone many hours later to be told that we were rude and had upset the staff.. and that this was there policy, and if we didnt like it take it some where else... So we have! but NOT HAPPY!
We went back in to pick it up the next day, to not being given all of the contents of the pack, and we had to return to the store, which was another confrontation with the store manager.
We are hoping another Harvey Norman store will give us better service... And stand by there warranty. We paid extra to have it.
There is no where to make contact with Harvey Norman for complaints... Unreal...
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