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Thread ID: 86231	2008-01-09 04:56:00	Harvey norman & warranties	Greven (91)	PC World Chat

Post ID	Timestamp	Content	User
628662	2008-01-09 07:20:00	Shouldn't even try and defend such a rort, Its not the customers fault if the point of contact at the shop has no idea what he or she is on about. And yes, I can imagine HN and DSE telling a supplier to get stuffed, I'm sure its been done many times in the past, Hell, The manufacturers need the resekllers far more then the reseller needs the manufacturer, They can always source low quality laptops elsewhere.	Metla (12)
628663	2008-01-09 07:21:00	I work at Retravision and that's not how we do things. We have superior after sales service, In fact at times I can't believe the extent we go to for customers. Truely amazing. It is the Store or the Sellers responsibility to handle all problems, and whether that be to contact the manufacture for the customer and arrange pick up and delivery of their product then so be it. The customer should not be shrugged of and directed to the manufacture, HN must have one of the slackest after sales service you can get and I'm not saying this because I work for a competing retailer, but in previous experiences I have had with them. They are all about the sales and f*#k the rest. Absolutely appalling.	radium (8645)
628664	2008-01-09 07:22:00	You have completely missed the point lagbort. It is not suggested that the salesman fix the problem or give advice. Only that they take ownership of the problem as they have sold it and arrange rectification with the manufacture. If it is not repairable than a replacement should be given by the retailer. Any issues around this should be between the retailer and the manufacturer, the customer should not be involved or expected to have contact with the manufacture in any way. You are the manufactures agent and the customer should not be expected to go to the trouble and expense themselves of shipping faulty computers direct to the manufacturer.	Safari (3993)
628665	2008-01-09 07:26:00	I bought a fridge from Leemings,when a part inside broke out of warranty,they sent me to a parts seller,jump up and down if I want to,but they don't have parts.	Cicero (40)
628666	2008-01-09 07:28:00	actually on that point I would have to disagree, no matter how dedicated us salesmen are (and lets face it most of us would rather be somewhere else), the manufacturer is far more likely to know the answer to any sort of technical query, Obviously if you get something home and it is broken out of the box, or you are just not sure how to do something basic then the shop should be able to help, but in terms of some niggly little technical issue, the manufacturer is far more likely to be able to provide a speedy resolution than any part time salesman. As much as I agree that anything that causes customer dissatisfaction (even though in this case I think that contacting the manufacturer is a much faster and more efficient means of getting a resolution) Should be dropped, can you really imagine any large retailer dropping a brand that provides so much business... Thanks for that insight. Could it be summarised - "The sales force are disinterested, ill-informed, and (along with their employer) wishing to weasel out of their responsibility." Maybe I have read it wrong, but - - - - ? Not all salespeople, but a large percentage Now, the Multi Dollar Questions. 1/ Why should anybody in their right mind deal with a chain store for anything more technical than a loaf of bread? 2/ With the possible exception of Paralell Imports, First Mobile Birkenhead, and a couple of other notables, is there anywhere worse to buy from? And I can easily understand why manufacturers do not wish to get mangled reports from one of the chain store time servers.	R2x1 (4628)
628667	2008-01-09 07:30:00	Well, working at Dick Smith, I can tell you now that we have recieved memos from HP saying that under no circumstances are we to accept any HP or Compaq gear for repair, we are to give the customer the details of the local repair agent. Any gear that we take in and put through our repairs process will be shipped back to us to return to the customer for them to deal directly with HP. So I would assume that Harvey Norman are now operating under the same circumstances, really though your first port of call should be the manufacturer as they are the ones most likely to be able to deal with any issues, if they cant help you usually they will give you an RMA number and then tell you just to take it back to the retailer. Well is that is the case then DSE could be breaching the consumer guarantees act. DSE should tell HP that their requirement could be actually breaking NZ laws, and they can't accept it and continue to sell hp gear. I am sure the Commerce Commission would be very interested to hear that if it is true. The first port of call is always the retailer, as they are the middleman.	robbyp (2751)
628668	2008-01-09 07:49:00	I think most of you have missed the point of what I am saying, I am not saying that the ideal situation is for customers to have to contact manufacturers, indeed in my own job I endeavour to avoid that as much as possible, even going to the extent of using my dedicated breaks to research issues for customers to try and avoid having to send any products away for service, however with the current state of the large chain retailers in New Zealand, and the attitudes I see from the other workers around me I am merely suggesting that customers are far more likely to get a satisfactory resolution (and a much speedier one at that) by contacting the manufacturers directly. Many manufacturers seem to now be moving the way of direct contact with customers with the chain stores being merely a sales point, it isnt just HP that wants to talk direct to you know, but also Acer and Microsoft, and there are rumblings of other companies all moving the same way now. With the current state of low product knowledge in New Zealand retail chains (with those of us who actually know something about what we are selling preferring other career options) I really cant see anyone getting better service from retail level than from manufacturer level, a sad reality but a reality none the less. anyway, it wont be long before retail chains are gone and direct sales from the manufacturer are in, Dell made it work and maybe this direct customer service is merely the first step in that direction.	lagbort (5041)
628669	2008-01-09 07:49:00	From my understanding.. Harvey Norman sold a product with a 12 month warranty. The warranty usually dictates that if the product is faulty, it is to be returned to the retailer for repair/replacement. The Consumers Guarantee Act also says: Rights if goods are faulty The Act requires the retailer who supplied the goods to sort out any problems. This means a retailer can not tell you to take the problem to the manufacturer. You can choose whether to seek a remedy for the problem from the trader or the manufacturer. www.consumeraffairs.govt.nz Harvey Norman are clearly in the wrong here	Myth (110)
628670	2008-01-09 07:54:00	The consumer bought a product from a retailer The retailer has more responsibilities than just banking the mark-up and paying for advertising. Time for some fines "Making an example". Customers cannot be forced to covenant out of their rights. Have DSE H/N N/L etc. heard of service (other than the sort the bull delivers to the cow)? Do they give a toss?	R2x1 (4628)
628671	2008-01-09 07:58:00	Thanks for that insight. Could it be summarised - "The sales force are disinterested, ill-informed, and (along with their employer) wishing to weasel out of their responsibility." Maybe I have read it wrong, but - - - - ? Not all salespeople, but a large percentage i would summarise it rather as: option 1) customer> I have an issue with my computer salesperson> (runs around for 2 hours with no result, finally gives up and sends the product away for 2 weeks, before the service center decides it is a software fault and therefore not covered under warranty) - end result, 2 weeks of wasted time and a $50 bill for the customer - chances of occurence 99/100 option 2) customer> I have an issue with my computer, I know I'll ring the support line helpfully printed on the side of my PC support line guy>[indian accent] Ah why yes sir, please download patch #328 from www.x.com[/indian accent] customer> yay working computer! - end result, 2 hours wasted on phone, but no cost and a working computer the same day. - chance of occurence 80/100 option 3) customer> I have an issue with my computer salesperson> ah yes, here I will just download this patch, there we go done! - end result, satisfied customer, further business, no cost - chance of occurence 1/100 as you can see, option 2 is the best solution as it doesnt involve leaving home :cool: or failing that, option 3 is always nice, however it is not very likely to happen, as unfortunate as that may be.	lagbort (5041)
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