HP Replacement

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203 posts

Master Geek

#355733 24-Jul-2010 11:08

Have you called (09) 9189555 and lodged a complaint? I would recommend doing that. They will just take a message but it did work for a friend of mine. I believe there is a selection in the menu for complaint escalation.

tardtasticx

3075 posts

Uber Geek

#355734 24-Jul-2010 11:19

heavenlywild: Go directly to HN instead for the refund or replacement. It is them that is dealing with this warranty issue with you. Don't go chasing HP cuz it's just going to be a nightmare. HN has your money, chase them. Send them a letter to say that you will take legal action... usually they backdown by then.

Ohk, I'll talk to mum when she gets back from mall. She's an Executive Assistant so will know how to draft a good letter. What should we do if they call us on it? Like, not give us replacement and say we should take legal action? I haven't got the first idea of what to do.

heavenlywild

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#355736 24-Jul-2010 11:21

I doubt they would wanna go to court on this matter. They really have bigger fish to fry. Once they see that you are serious about your complaint, they will just back down.

ascroft

396 posts

Ultimate Geek

#355742 24-Jul-2010 11:41

I would go and talk to HN first and give them the opportunity to resolve on the spot. Then follow up with a letter if it doesn't get resolved. A letter is only needed if they havent acted on an opportunity to resolve it first.........

common sense is not very common

heavenlywild

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#355744 24-Jul-2010 11:43

ascroft: I would go and talk to HN first and give them the opportunity to resolve on the spot. Then follow up with a letter if it doesn't get resolved. A letter is only needed if they havent acted on an opportunity to resolve it first.........

The OP has already done this - talked to HN - but without any luck.

tardtasticx

3075 posts

Uber Geek

#355750 24-Jul-2010 12:02

heavenlywild:
ascroft: I would go and talk to HN first and give them the opportunity to resolve on the spot. Then follow up with a letter if it doesn't get resolved. A letter is only needed if they havent acted on an opportunity to resolve it first.........

The OP has already done this - talked to HN - but without any luck.

Would it make much difference if I went into the store and spoke to them in person, rather than over the phone?

heavenlywild

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#355751 24-Jul-2010 12:04

tardtasticx:
heavenlywild:
ascroft: I would go and talk to HN first and give them the opportunity to resolve on the spot. Then follow up with a letter if it doesn't get resolved. A letter is only needed if they havent acted on an opportunity to resolve it first.........

The OP has already done this - talked to HN - but without any luck.

Would it make much difference if I went into the store and spoke to them in person, rather than over the phone?

Done that before, doesn't make any difference. Unless, if you walk in, have another chat, if no luck, hand over that letter.

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ascroft

396 posts

Ultimate Geek

#355753 24-Jul-2010 12:15

Good call....

common sense is not very common

sleemanj

1490 posts

Uber Geek

#355758 24-Jul-2010 12:42

Sounds like they are pulling a fast one because you are young. I would start waving the disputes tribunal card, assert that you understand their responsibilities under the CGA and believe them to be in breach of them.

Unfortunately the reality is that going to disputes tribunal won't actually get you the laptop quicker unless they give in rather than let it go that far.

It is Harvey Normans job to repair, replace or refund, under the CGA, and it has to be done in a reasonable time. I would not call this length of time in any way reasonable for a brand new laptop, I would call 24 hours reasonable perhaps but really it should have been swapped in store on the spot.

---
James Sleeman
I sell lots of stuff for electronic enthusiasts...

richms

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#355863 24-Jul-2010 17:36

Call your bank and see if you can get them to start the chargeback process if you dont get a brand new replacement laptop on monday. Then go get one that has some support, not consumer HP junk from a retailer.

Richard rich.ms

ascroft

396 posts

Ultimate Geek

#355881 24-Jul-2010 18:41

Just as a matter of interest richms, whats your brand of laptop and where did you get it?

common sense is not very common

richms

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#355938 24-Jul-2010 23:18

Im still using an old thinkpad that just wont die. Its out of warranty now so when it does die its a gonner. The other I had from a friend for a while was a dell that he got for some staff. When it came time to sell and the lid wouldnt clean he called them and they sent someone out to replace the lid since there was something with the finish they used.

When a computer is for something as important as work or study then its foolish to have something with no support.

If its just for messing around on facebook and youtube then no support like the OP has found is fine.

Richard rich.ms

tardtasticx

3075 posts

Uber Geek

#355942 24-Jul-2010 23:44

Yeh I need this laptop for school because mums computer can't run Photoshop or google sketchup and most of my graphics course work requires this. Mum found some letters on consumer.org or whatever and typed that out and printed and we're going up tomorrow morning

tristanb

89 posts

Master Geek

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#355945 25-Jul-2010 00:07

Just to note, I've also had bad experiences with HP customer services (over a cashback offer). I've personally sworn never to give them any of my money ever again, even if they have the cheapest and best product.

Before someone goes on leave they should have someone else take care of their business, especially when it comes to customer service. Write a letter to HP and HN - it won't change anything, but it might make you feel better.

Batman

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#355950 25-Jul-2010 00:33

i've never used the telephone to get what i want unless there isnt an option. go back in tomorrow when it's not so busy - 1st thing or something. speak to the manager again. tell him you are not interested in their problems, tell them you need a solution immediately since it was a brand new product and you expect a replacement on the spot. if the manager can't help you ask him who he answers to and could you have the contact so you can call them on the spot. gently remind him the customer is always right. always.

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