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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
628652	2008-01-09 04:56:00	We had a customer in today who had a faulty hard drive in her 2 month old laptop. We told her to take it back to Harvey Norman, and Harvey Norman told her to take it up with HP herself. Are they allowed to do that?	Greven (91)
628653	2008-01-09 05:03:00	We had a customer in today who had a faulty hard drive in her 2 month old laptop. We told her to take it back to Harvey Norman, and Harvey Norman told her to take it up with HP herself. Are they allowed to do that?\ Now if she had bought via you or PC. she would get it sorted,they must learn.	Cicero (40)
628654	2008-01-09 05:05:00	It is up to Harvey Norman to sort it out if that is where she bought it from. :)	Trev (427)
628655	2008-01-09 05:18:00	Yes, Harvey Normans will send it off to HP, but that's not the customers responsibility.	wratterus (105)
628656	2008-01-09 05:28:00	Definitely Harvey Normans problem. They need to deal with HP directly themselves though the customer does have an option of doing it themselves (much much quicker as I found out)	beeswax34 (63)
628657	2008-01-09 06:13:00	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.	lagbort (5041)
628658	2008-01-09 06:44:00	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 HELL NO. Thats crap, The point of sale is where the crap should start and stop. Make the sale, provide the backup, DSE and HN should ignore the directive, and just drop the brand if they insist.	Metla (12)
628659	2008-01-09 06:55:00	Under the Consumers Guarantees Act it is HN place to send it back to the suppliers. :)	Trev (427)
628660	2008-01-09 06:58:00	I would have thought that under the "Consumer Guarantees Act" it is Harvey Normans responsibility to have the Customers machine fixed.	KenESmith (6287)
628661	2008-01-09 07:07:00	HELL NO. Thats crap, The point of sale is where the crap should start and stop. Make the sale, provide the backup 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. DSE and HN should ignore the directive, and just drop the brand if they insist. 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...	lagbort (5041)
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