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Topic # 95291 29-Dec-2011 16:36
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I've bought a reasonable amount of stuff from HN over the last few years - normally a good experience, helpful staff and competitive pricing.  Not today however!!

Went to buy a compact camera (Panasonic S1) ticket price $118 - HN website price $108.  Asked the sales chap to price match themselves and was not a problem.  Then after trying to sell me a memory card and a case, he offered the warranty - I politely declined - but it's only $13 dollars he replies - again said no thanks.  Then he asks "well what will you do if it breaks down?" - I paused, then replied "I'll use the consumer guarantees act if necessary".

Then the astounding part!  He carries on the hard sell by saying so instead of $13 you are going to risk taking us to the claims court which will cost you $60 and you may not win.  Well I was gobsmacked!!  All I could think to say was that if he wanted to continue this conversation I would take my business elsewhere.

As soon as the sale was through I spoke with the store manager (Proprietor) and she was disappointed at what I told her and would ensure that the sales person was corrected on the procedure for selling warranties and consumer rights.    My argument as a consumer was that the impression the sales person gave was that Harvey Norman would fight tooth and nail to not honour their obligations under the CGA unless I'd bought a warranty - sounds like a threat and could potentially make me think twice about buying from them in the future.

It's not about how much it costs, it's the fact that there would be a lot of people who would be scared into buying a warranty they probably didn't need/didn't want and maybe could not afford.  I understand it is a revenue stream - but this really was just too much.




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  Reply # 562525 29-Dec-2011 16:44
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They did the same with me and I just said I have insurance if there is a powersurge and anything else is covered by the CGA, worst case I am out a TV for a while. They stopped the sell after that.




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  Reply # 562526 29-Dec-2011 16:44
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Basically once you say no to something, they shouldn't push the point.



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  Reply # 562527 29-Dec-2011 16:46
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gehenna: Basically once you say no to something, they shouldn't push the point.


I don't even mind being asked twice - but it was the perceived threat that made me a "bit cross".




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  Reply # 562530 29-Dec-2011 16:47
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scaring people into buying something they dont need is nothing new. People need to fully understand their rights under the CGA act's etc,




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  Reply # 562532 29-Dec-2011 16:50
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l43a2: scaring people into buying something they dont need is nothing new. People need to fully understand their rights under the CGA act's etc,


And to that end threads like this I think serve a good purpose.  Geekzone often comes up on google searches and that leads many people to this site.  Well done. 



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  Reply # 562533 29-Dec-2011 16:50
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l43a2: scaring people into buying something they dont need is nothing new. People need to fully understand their rights under the CGA act's etc,


Agreed - this was borderline mis-representation of consumer rights.  It's as bad as the signs in shops that say "no refunds, no returns" whithout the words "does not affect your rights....." etc blah etc, and I know shops can be fined for doing that.




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  Reply # 562551 29-Dec-2011 17:13
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I experienced the hard sell at Harvey Norman buying a GPS while on holiday.

The guy said if I walk out the store with the GPS and I don't buy the extended warranty, then don't bother coming back if anything goes wrong as they won't even entertain looking at it if I have an issue.


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  Reply # 562553 29-Dec-2011 17:13
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IlDuce: I experienced the hard sell at Harvey Norman buying a GPS while on holiday.

The guy said if I walk out the store with the GPS and I don't buy the extended warranty, then don't bother coming back if anything goes wrong as they won't even entertain looking at it if I have an issue.



are you serious? wow thats wow. i cant believe that.




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  Reply # 562554 29-Dec-2011 17:22
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Perhaps target should send their hidden camera people into these places to shame them




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  Reply # 562556 29-Dec-2011 17:23
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I've got no problems with a hard sell for anything, but the salesman's tactic was out of order.

My standard line is "I've got the CGA if the product is faulty and contents insurance if I'm faulty".

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  Reply # 562558 29-Dec-2011 17:23
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must be a sles course they go on. I had practically identical experience at JB HiFi Bayfair when they opened last year. Really pushing the warranty buy and when I said if anything went wrong then there is the consumer guarentee act.  He told me it would cost $60 to lodge a complaint and then I wouldnt win as I bought retail.  
Been back for other things twice since and havent seen him since and the other sales persons have accepted it when I said I dont want the extended warranty




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  Reply # 562562 29-Dec-2011 17:27
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I had a similar experience at Norman Ross last week. I was about to purchase a TV and he started the hard sell on an extended warranty. He went on to say that basically I would not be covered if I did not buy one.

I mentioned the CGA and he said they can get out of that by saying environmental factors, such dust, humidity, etc, would be blamed. Then I would have to take it to the disputes tribunal.

I told him he had just talked me out of buying the TV and I left.

I later complained to the store manager who was very apologetic but he did not leave me with the feeling that all would be ok should something go wrong.

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  Reply # 562565 29-Dec-2011 17:39
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l43a2: are you serious? wow thats wow. i cant believe that.


I had gone there with the exact GPS model in mind, and the price, and it was a 50km drive to get it.

I was offered the extended warranty and said no, was told the price for extended warranty was reduced from normal price (so a good deal...), so I said no again, thats when I got the hard sell, and in seconds I weighed up walking out the door (with no GPS) or taking it with the warranty.

Under the pressure of the hard sell I took it, as 2 from 2 previous GPS units I had owned developed faulty screens. But both those happened soon after purchase, plus I rarely keep anything electronic past a year old so historically extended warranties have been a waste of money and I've never claimed on one... so would have been happy walking out that day without being guilt tripped into buying it.

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  Reply # 562578 29-Dec-2011 17:57
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Gilco2: must be a sles course they go on. I had practically identical experience at JB HiFi Bayfair when they opened last year. Really pushing the warranty buy and when I said if anything went wrong then there is the consumer guarentee act.  He told me it would cost $60 to lodge a complaint and then I wouldnt win as I bought retail.  
Been back for other things twice since and havent seen him since and the other sales persons have accepted it when I said I dont want the extended warranty


 

Some must have had a talk to them. When I bought a new TV from them on Boxing day  they asked about a surge suppressor and that was it.  I was quite surprized that I wasn't asked about an extended warranty..




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  Reply # 562615 29-Dec-2011 19:10
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Dont the staff get paid commission for selling the extended warrantys??? is why they push so hard...

Target AND Consumer will tell you - dont pay for an extended warranty pretty much ever - its not illegal but it ought to be!

after more than 12 months do  you even know where the receipt is to claim the extended warranty??? 

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