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.
I rang the store and asked what we needed to do and were told that we just took it back, filled in the paper work, maybe a 24 hour waiting period..and the product would 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 with the product. He started saying that it could take a number of days to have the product get looked at and then he would decide what needed to be done with it... We said it was in the 2nd year warranty,
(REPLACEMENT 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 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 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 morning, to not being given all of the contents of the pack, and had to return to the store, which was another confrontation... Totally unbeliable...
We are hoping the Harvey Norman store at Morayfield will give us better service... There is no where to make contact with Harvey Norman for complaints... Unreal...
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