I've had similar issues with both, I've had amazing service with both too. Depends on the rep, their mood, the weather ...

Dingbatt: AFAIK Harvey Norman, as the retailer, is wholly responsible for the remedy under the CGA. You shouldn’t have to deal with Apple unless you took out an additional warranty package (ie Apple Care) with them.
Maybe you need to add Harvey Norman to the thread title?

Retailers like Harvey Normans, Noel Leeming, etc all try to play dumb when it comes to the CGA.

You go in there with your claim in writing, and then when they try and give you the run around, ask for the manager sign an acknowledgment of them receiving it, and if not take a selfie with you and the manager and point out that they need to handle it, and when they try an fob you off say that's OK, I will send a copy of this to the commerce commission.

sir1963:

 

Dingbatt: AFAIK Harvey Norman, as the retailer, is wholly responsible for the remedy under the CGA. You shouldn’t have to deal with Apple unless you took out an additional warranty package (ie Apple Care) with them.
Maybe you need to add Harvey Norman to the thread title?

 

 

 

Retailers like Harvey Normans, Noel Leeming, etc all try to play dumb when it comes to the CGA.

 

You go in there with your claim in writing, and then when they try and give you the run around, ask for the manager sign an acknowledgment of them receiving it, and if not take a selfie with you and the manager and point out that they need to handle it, and when they try an fob you off say that's OK, I will send a copy of this to the commerce commission.

 

Pretty much this. I'm sure they all know about CGA more than you do. But some will try their best to annoy/make it too difficult/chase you away from activating the CGA until one party gives up (either you or them).

happy endings !

i persevered and got another support advisor, this one from the phillipines who promised a solution like the previous nz based advisor but didn't ghost me and actually called back when she said she would.

in the end she delivered.

yesterday i went into harvey norman and a new replacement was waiting for me.

:)