Harvey Norman - Furniture - Too good to be true

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Forums › Bargains and Deals › Harvey Norman - Furniture - Too good to be true

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Talkiet

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#1427688 13-Nov-2015 17:18

I would buy from HN again because, despite the odd mistake, they are a major retail chain and they are generally easy to deal with for any product issues. I'm well aware many people have had issues with them in that area as well, but for me at least, I have had several items have issues and every time Harvey Norman have ended up doing everything they should have.

Twice in fact with moderately large ticket items... a 32" Widescreen CRT (Yeah, that was a while ago) wasn't able to have the screen geometry set well and they arranged a tech to try it at my house, then after that failed they arranged a new set to be swapped over (again at my place ). The more recent one was I bought a 50" Samsung Plasma and that model had a design flaw which meant significant buzzing from the screen (even the techs admitted it was unacceptable)... They tried TWO replacements (again I didn't have to transport anything myself) before offering me a slightly better Panasonic.

So yeah, when they make a mistake and hundreds of people try to make them stand by clearly mistaken pricing that was available for a few hours in the early hours of a morning - I'm damn happy when the experts in the field come out and back Harvey Normans response.

I think the fact they offered $100 vouchers to the affected people when they clearly didn't need to says only good things about them as a company and about how they handle situations like this.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

alasta

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#1427922 14-Nov-2015 10:41

Humans are inherently unreliable and will always do things that they shouldn't, but experienced and well trained managers know how to put processes in place to ensure that errors are trapped and dealt with before they culminate into a PR disaster like this. Like everyone else I do stupid things from time to time, but in my job I have mitigations in place to ensure that, for example, I don't accidentally email a payroll file to the cleaning lady because I'm pretty sure "it was just an honest mistake" would not be an acceptable excuse.

Would this incident influence my likelihood of buying from this particular retailer in future? Probably not, but it is symptomatic of the type of poor management which motivates me to avoid dealing with mainstream big box retailers in general.

tdgeek

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#1427923 14-Nov-2015 10:44

PR disaster? No. On this site it is, in the real world it hardly made the light of day, which puts in in context

alasta

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#1427925 14-Nov-2015 10:51

tdgeek: PR disaster? No. On this site it is, in the real world it hardly made the light of day, which puts in in context

It was widely reported in the mainstream media.

Admittedly consumers have short memories and have probably forgotten about it already.

Hammerer

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#1427926 14-Nov-2015 10:55

alasta:
tdgeek: PR disaster? No. On this site it is, in the real world it hardly made the light of day, which puts in in context

It was widely reported in the mainstream media.

Admittedly consumers have short memories and have probably forgotten about it already.

Plus many consumers never saw it as a "disaster" of any sort, just a simple mistake.

DaveB

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#1427946 14-Nov-2015 12:34

Talkiet:

I think the fact they offered $100 vouchers to the affected people when they clearly didn't need to says only good things about them as a company and about how they handle situations like this.

Cheers - N

This very simple fact speaks volumes ........ both of HN for doing this (when they did not have to) and of those who still find cause to moan (when they have no real reason to).

mattwnz

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#1427947 14-Nov-2015 12:48

tdgeek: PR disaster? No. On this site it is, in the real world it hardly made the light of day, which puts in in context

This one was actually pretty well reported in the media, on the tv news, and even the consumer mag got onto it. I was quite surprised how well covered it was.

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tdgeek

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#1427954 14-Nov-2015 13:04

mattwnz:
tdgeek: PR disaster? No. On this site it is, in the real world it hardly made the light of day, which puts in in context

This one was actually pretty well reported in the media, on the tv news, and even the consumer mag got onto it. I was quite surprised how well covered it was.

Sure, it was reported, after all its news. Then gone. Consumer, I get Consumer, they off course would be all over it like a Ferrari at Monza!
Here it was reported in a thread that went on and on and on, but not in the real world, after a day or so, its back to Kim Kardashian

networkn

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#1427973 14-Nov-2015 13:47

alasta:
tdgeek: PR disaster? No. On this site it is, in the real world it hardly made the light of day, which puts in in context

It was widely reported in the mainstream media.

Admittedly consumers have short memories and have probably forgotten about it already.

As well they should have!

mattwnz

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#1427992 14-Nov-2015 14:20

tdgeek:
mattwnz:
tdgeek: PR disaster? No. On this site it is, in the real world it hardly made the light of day, which puts in in context

This one was actually pretty well reported in the media, on the tv news, and even the consumer mag got onto it. I was quite surprised how well covered it was.

Sure, it was reported, after all its news. Then gone. Consumer, I get Consumer, they off course would be all over it like a Ferrari at Monza!
Here it was reported in a thread that went on and on and on, but not in the real world, after a day or so, its back to Kim Kardashian

That's online media in NZ for you, websites are filled with headings that verge on being clickbait headings. Almost no investigative journalism these days, as it doesn't pay, and the public as a result are worse off.

networkn

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#1427994 14-Nov-2015 14:26

Surely this thread MUST have run it's course now? What else can be said?

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