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Doesn't know what he doin
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Topic # 64856 23-Jul-2010 23:19
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OK, so on Tuesday the 6th of July, I took my 4 day old laptop into Harvey Norman, Manukau. They tried repairing it as the MBR was corrupt to my understanding. Their recovery disks wouldn't. They sent it to HP on Friday the 9th of July. Since they sent it to HP I've been dealing with someone called Nichole from Christchurch I think. She said on Monday just gone, that instead of making me wait any more, they would be replacing my laptop and she would be in contact with me before the end of the week to finalize it. Its now the end of the week and I called her office today and she had a voice message saying she was on annual leave. So after about a billion phone calls through tech support, I finally got through to someone who was in the same department as her. She said that she is entitled to annual leave and I need to wait till she gets back next week so she can sign the forms. And she said even once the forms are signed it takes about 3 weeks to process a replacement. I told the lady that its unacceptable and she said she cant do anything and I need to just wait. 

What I want to know is, what am I able to do? I know in the Consumer Guarantee Act or what ever its called, it said a product has to last a reasonable amount of time but I don't know if its the seller or the manufacturer who has to repair, replace or refund me with in a reasonable amount of time. Since this is coming up 3 weeks, I think I can say this is considered enough time for them to do this.

Who do I take this up with? HP seem to be very hard to deal with as it took me over an hour to get to someone in Nicholas department and Harvey Norman tell me its in HP's hands. Theres absolutely no way I'm waiting 3 weeks so do I tell Harvey Norman I demand my money back/a replacement on the spot?

Because I cant see Nichole from HP, Its kind of hard to be assertive about my rights than if I was standing in front of her. How can I do this over the phone if I have to go through HP?

And if any of you have had to have a laptop replaced by HP, How long did it take you? 




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Sam, Auckland 


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BDFL - Memuneh
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  Reply # 355604 23-Jul-2010 23:24
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It seems your fate is decided: you will get a replacement. This is good so I don't think the CGA will give any more than that.

The problem now is the person leaving the office and HP not having anyone in charge of on going processes. That's bad customer service. And the other person's answer. Unacceptable from a services company.

You could try contacting HP New Zealand directly - they have marketing people in the personal computers group - try that...







Doesn't know what he doin
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  Reply # 355619 23-Jul-2010 23:55
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freitasm: It seems your fate is decided: you will get a replacement. This is good so I don't think the CGA will give any more than that.

The problem now is the person leaving the office and HP not having anyone in charge of on going processes. That's bad customer service. And the other person's answer. Unacceptable from a services company.

You could try contacting HP New Zealand directly - they have marketing people in the personal computers group - try that...



Thats actually how I got so far. I kept getting directed until I ended up at the rude lady I spoke to. What can I do to force HP to hurry up? 3 weeks can't be alright can it? I need this laptop for school and thats why I got mum and dad to lend me money for it when my old one broke. I'm having to go to mates houses and I'm really behind on design and graphics work because of this and its getting really stressful because I need as many credits as I can for NCEA. 




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  Reply # 355627 24-Jul-2010 00:19
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I would try getting Harvey Norman to cough up with the replacement - thats where you bought it and very recently too. I had a similar issue with a HP laptop with HN, and they offered a replacement the second time I took it back. How they sort it out with HP shouldn't be your problem........ Esp if you can show they won't be out of pocket........




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  Reply # 355629 24-Jul-2010 00:23
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Yeah, if you could do it all over again, simply ask for a replacement or refund straight away especially when you've only had it for a couple of days.

Not sure what HP's DOA (Dead on Arrival) policy is, however, usually it's at the very least 7 days, and on average 14 days. This means if it breaks or if anything is wrong with the laptop, you are entitled to a full refund or a new machine straight away. Often shops don't like to process DOAs simply because they have to deal with the paperwork etc.



Doesn't know what he doin
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  Reply # 355630 24-Jul-2010 00:25
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ascroft: I would try getting Harvey Norman to cough up with the replacement - thats where you bought it and very recently too. I had a similar issue with a HP laptop with HN, and they offered a replacement the second time I took it back. How they sort it out with HP shouldn't be your problem........ Esp if you can show they won't be out of pocket........


OK. HP did tell me that because HN sent it in, its registered under their name. So I just tell them they should give me a replacement since they get a new one from HP in 3 weeks anyways to save me waiting?
I'll talk to the manager if I don't get anywhere with the person at the support desk




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Sam, Auckland 


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  Reply # 355643 24-Jul-2010 01:15
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Dad had a laptop that had the screen fail after 2 days, they just did a in-store replacement. They should have done the same with this one assuming it was actually 4 days since you bought it from them. This can be classed as a OBF so should be replaced, instead of sending it away.

My first MacBook I had got a faulty screen 11 days after I bought it, I just bought it back to them and asked what could be done, the guy in the store was extremely helpful and just said "Ah I will just get one out the back" - all I did was popped out the Hard Drive from my old MacBook, put it into my new MacBook, he printed a new receipt which had a new serial number on it, and everything was all fine and dandy.

It's wrong they have to send away your laptop, since it has a fault that's not related with you, if I was in your position I would go back and demand a replacement, you are entitled to it, and they can't tell you otherwise, that's assuming they have stock of your model.




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  Reply # 355651 24-Jul-2010 01:23
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How did you pay?




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  Reply # 355663 24-Jul-2010 02:14
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speak to the manager in HN. dont be rude but state your requests firmly. when workers can't sort it out you need to speak to someone with authority - ask for the manager. be sure you make it his problem, you are the consumer, you are not the one to sort out any problems, you just want a new product now because the new one you bought crapped out.

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  Reply # 355672 24-Jul-2010 06:27
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I've just PM'd you a number at HP with some people who may be able to help.. let us know how it goes.



Doesn't know what he doin
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  Reply # 355716 24-Jul-2010 10:16
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OK, I'm going to call Harvey Norman and speak to the manager, if he wants to talk in person I'll go do it on Sunday, have plans for rest of today. Will post back ASAP




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Sam, Auckland 




Doesn't know what he doin
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  Reply # 355721 24-Jul-2010 10:42
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OK just got off the phone with the manager, he was very very stubborn in saying "since you've sent it to HP we cant do anything" "actually it was your team who sent it to HP, not me" "well we need to hear back from HP and receive all the paper work from them before we can issue a replacement ok?" and even when I took him on a guilt trip telling him I'm behind on school work because of this he didn't budge at all saying also "if it takes 3 weeks from HP then it takes 3 weeks, its in HP's hands now and they're the one holding us all up"




Bachelor of Computing Systems (2015)

 

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Late 2013 MacBook Pro with Retina Display (4GB/2.4GHz i5/128GB SSD) - HP DV6 (8GB/2.8GHz i7/120GB SSD + 750GB HDD)
iPhone 6S + (64GB/Gold/Vodafone NZ) - Xperia Z C6603 (16GB/White/Spark NZ)

Sam, Auckland 




Doesn't know what he doin
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  Reply # 355722 24-Jul-2010 10:44
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richms: How did you pay?


Visa. They gave us $50 off since it was cash. They really went wild with that one. ;)

And I called HP support just now and they said they can't get anything done until Monday either and I have to call back then. Sucks that I only have 2 hours to deal with them as I have school all day. This is so annoying. What do I even tell them on Monday? "Hurry up and get my replacement before I drive down and take it myself?"




Bachelor of Computing Systems (2015)

 

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Late 2013 MacBook Pro with Retina Display (4GB/2.4GHz i5/128GB SSD) - HP DV6 (8GB/2.8GHz i7/120GB SSD + 750GB HDD)
iPhone 6S + (64GB/Gold/Vodafone NZ) - Xperia Z C6603 (16GB/White/Spark NZ)

Sam, Auckland 


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  Reply # 355728 24-Jul-2010 10:54
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tardtasticx: OK just got off the phone with the manager, he was very very stubborn in saying "since you've sent it to HP we cant do anything" "actually it was your team who sent it to HP, not me" "well we need to hear back from HP and receive all the paper work from them before we can issue a replacement ok?" and even when I took him on a guilt trip telling him I'm behind on school work because of this he didn't budge at all saying also "if it takes 3 weeks from HP then it takes 3 weeks, its in HP's hands now and they're the one holding us all up"


Shocking service full stop.  You are in a bit of a bind simply because you didn't stop HN from sending it to HP - not sure what the circumstances were though.  Now that it's in HP's hands, the rules have somewhat changed.  You may just have to wait for HP to come back.

Still, appalling way to treat a customer! 



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  Reply # 355730 24-Jul-2010 11:00
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What do I tell HP on Monday to get them to move along? I'm absolutely certain they're gonna find a way to spin it round and make it my fault. I just know it.




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Sam, Auckland 


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  Reply # 355731 24-Jul-2010 11:04
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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.

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