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Harvey Norman & HP Customer Service

, posted: 28-Jul-2006 10:36

I think it is about time I should do a follow up to my previous episode regarding my HP f2105 21" LCD monitor's power switch problem [Press to power off].

So, we dropped off our monitor on Sunday 23rd July and told the Harvey Norman warranty service guy that we would want our LCD power button repaired. The guy said they don't know if that will be covered by our first year manufacturer's warranty, and the fact that we were sold with additional 4 years extended warranty too. So which mean both manufacturer AND retailers are expecting it will work that long (from Consumers' Act for life expectancy of a product) -- which if you were offered an extended warranty, you can decline it and yet be covered by Consumers' Act due to their life expectancy of a product from retailers).

Anyway, as they were calling HP to see if this is covered or not... this other guy was poking a metal strip into the power button (as the plastic cap dropped into the hole) to see if he can "repair"... Dean asked him what is he doing, and asked if he is qualified to do such repair. The guy replied and said "no", Dean told him to take his f*cking hand off as if the guy kept doing that may put the blame on us saying that we damaged it purposely.

Later, HP told the Harvey Norman team to send it to Visual Group for assessment and see if it warrants for warranty repair or not. We had bad dealing with Visual Group (Christchurch) simply because they mucked around with one of our previous HP product service. To cut the long story short, basically Visual Group were told that any expenses, we are willing to pay as long as they can get it fixed the soonest. What happened the phone (HP H6315) was left sitting on their shelf for nearly 1.5 months and no communication from them despite I called 4-5 times, almost once a week to check the status. They came around replying that they weren't sure who is going to pay for it! So we escalated the issue to HP NZ and got hold of HP Complaint Team Leader to look into the issue and HP sorted this out among themselves and with Visual Group HQ, and Visual Group HQ with Visual Group Christchurch... and HP came back to us and say they will ship a whole new unit to us at no cost and a very apologilic letter. Basically we told HP that we have always bought HP/Compaq products from 1995 and have always support their products due to their great products. However their service centre representative for their NZ branch is damaging their customer service front. We told them if this is how their customer service and warranty service is dealt with, we rather look elsewhere for a comparable products and services.

Anyhow... Tuesday came, got a phone call from Harvey Norman (after we told the guy that we EXPECT communication and update!) and told that the LCD is fixed and ready to pick up. So that was GREAT! Far better than my previous dealing with Harvey Norman regarding my laptop's hdd... that itself was another great story to tell...

Two nights ago, got a call from HP Australia to follow up with the service (which I think they now audit or monitor Visual Groups' services related to HP products I think, can't be too sure). Basically, they want to know if the service was carried out with sufficient satisfaction factor. And obviously I HAD to say "somewhat better than I expected" despite our previous dealing with Visual Group Christchurch.

So what's the moral of the story? Basically people can change and improve, in this case it seems like Visual Group has stepped up from their cruisy-slack behaviour to earn back their reputation with manufacturers and customers. As for HP, it seems like they are now a bit more careful with how their contracted service centres are handling the tasks. Harvey Norman?... well they need to train their staff to better handle hard demanding people like us. (LOL)... for us both? Well, we just need to learn that people "can" change.






Other related posts:
Loyalty Pays
Congratulation to Hugo Ortega for Tablet PC [MVP]
Appreciation








Comment by tonyhughes, on 28-Jul-2006 11:20

vertical toolbar.... awesome... how did ya do it ? :-P


Author's note by chiefie, on 28-Jul-2006 11:47

LOL... I have set all <img> to have display:block; so which is how it turned into vertical.

Though, it's all FIXED now. YAY!


Comment by 3g, on 28-Jul-2006 11:48

Good to hear that they are improving.

A couple of years ago I had an HP monitor fail after 13 months, but thought "Never mind, I've got 5 years total cover."

Harvey Norman replaced the monitor (because they deemed it not worth while repairing) but they then claimed that I only had 1 more year of (manufacturers) warranty.

Huh?

Well, according to them, the "extended warranty" is on the specific (serial numbered) item. Since it had to be scrapped, I fell back to the standard manufacturers warranty.

I asked them to show me where it said that in the details of the extended warranty. They couldn't show me and told me "That's the way it is".

I suggested to them that if there were any problems during the following 3 years 11 months that we'd most likely be testing their theory in court 8-). And naturally they've lost my business and all my friends business (as I had previously used them whenever friends wanted to buy computers). I still often get prices from them - then go to one of their competitors.

Oh - and when I bought it to HP's attention they agreed. They HATE retailers that do this sort of thing because it gives them a bad name.


Author's note by chiefie, on 28-Jul-2006 11:58

Yeah, some retailers are real nasty to deal with. I think what many people best be doing is learn more about Consumers' Act and also, subscribe to Consumer magazine. I have yet subscribe but I think it will be worthwhile.


Comment by taniwha, on 5-Aug-2006 15:22

i likes the purple


Comment by Matt, on 18-Oct-2006 14:23

Haha, I used to work for hp, and had to deal with the visual group on a daily basis, what a bunch or morons!! couldn't organise a pis up in a brewery


Comment by Bob, on 15-Jul-2008 17:40

Perhaps you should read up on the consumers guaruntee's act your statement regarding a reasonable expected lifetime on the product is not 5 years just because you can put 4 years extended warranty on the item. Sounds like just another customer with unrealistic expectations.


Comment by tardtasticx, on 30-Jul-2010 18:32

Yeh From my experience HP has the worst front line support team ever. They are wrecking their image


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