Harvey Norman's extended warranty sucks

[JackRabbit]

 

 

i bought the extended warranty from HV (not applcare), they provide 1 to 1 exchange if cannot fix within 5 years (vs applecare 3 years)

 

curious about how they would provide 1 to 1 exchange in 5 years... the macbook would be obsolete by then. Would they exchange your old model for the latest model at the time?

[Joseph22]

Extended Warranty is extend the duration the product is entitled for service, nothing to do with basic service terms.

 

If the work is that important, then get a SME/business notebook that carries the necessary services such as 4hr response on-site service.

 

The service terms factors into the price of a product, so really can be wu lui dua ki, just that how much are you willing to pay.

HN one doesnt provide service from retail shop. so cannot dua ki there

[Watwheels]

The extended warranty is almost like a "scam"...its not cheap..

 

I bought a blender at $10+ in C**RTS..the cashier ask me want buy extended warranty or not..

I say ok..how much? was quoted near $10..i was like siao..if spoil might as well i buy new..

 

I dont even dare ask how much $3k LED tv extended warranty cost..

 

Haha...I bought sofa from there before, the extended warranty is actually an insurance policy. Something did happen to the sofa set, lucky we had the extended warranty, they allow us to top up a little and get another design. I think it's ok for furniture. If blender, aiya buy new one lah.

Edited October 28, 2013 by Watwheels

[Jman888]

 

curious about how they would provide 1 to 1 exchange in 5 years... the macbook would be obsolete by then. Would they exchange your old model for the latest model at the time?

 

 

probably replace with the current model since the price never change, only model change.

[Etnt]

HN one doesnt provide service from retail shop. so cannot dua ki there

Not from HN lar. direct from manufacturer, willing to pay can be very dua ki. Directly call them to come down and service.

[LoverofCar]

It a kind of business strategic to regain the initial offer given. In term of repair and no repair rate on buying the extended warranty the later is higher.

 

agreed...they offer a discount and ''sell'' this extended warranty....at a price..

 

[JackRabbit]

that's a pretty good deal, then.

 

if you are notti, just ensure that the macbook is unrepairable at the end of 5 years, and you can get a new macbook latest edition at the time!

[Xefera]

Did your brother read the fine print for the extended warranty before making the purchase?

even if Harvey Norman were to change the operating hours of the service center, it is still within their rights.

[Philipkee]

Did your brother read the fine print for the extended warranty before making the purchase?

even if Harvey Norman were to change the operating hours of the service center, it is still within their rights.

I am not sure.

 

As for me, would I read the fine print? No. In fact, I have always thrown away the warranty card ( my biggest purchase is lap top but mainly cameras) and if spoilt, then too bad. So I dun read fine print.

 

Surprisingly thogh, I do scrutinise the fine print when i buy travel insurance which cost much lesser than a laptop or camera..

[1fast1]

My bro bought a computer from Harvey Norman's about a year ago and purchased the extended warranty.

 

Recently, his computer broke down and he went on Sunday to Harvey Norman's outset at Funan to make full use of the extended warranty since it was still valid.

 

There, the sales person (I was there) told him to just call the number from monday to Friday and then go to the service centre. No, they do not do the servicing at the outlet, no they cannot let him leave the lap top at the store and fo them to send it to the store on his behalf and no, the service centre is open only from monday to friday.

 

My bro was freaking mad because he was only free on Sunday and he did not mind if there were delays if for example they said something like they can despatch the lapop but there will be delays because they can despatch only on Mondays..... or something.

 

A complaint was lodged to Harvy Norman''s and the only thing the person told him when he replied was "Company's policy".

 

The extended warranty is not cheap and with such poor service, I think I should inform the bros here that while Harvey Norman's products might be good, do not be taken in by their extended warranty in the hope that they will assist you when you need help, because they will not.

 

 

Logically, your brother should've called Harvey Norman first before going down.

 

I've always called the service centre/retail outlet ahead of time every time I've needed warranty servicing. This is to ensure that they have my record, and to ascertain the details of when/where I have to send my stuff to.

 

If Harvey Norman staff had misinformed your brother, then nothing to say. But in this case, your bro is at fault for not doing his homework.

Edited October 28, 2013 by Turboflat4

[Joseph22]

I am not sure.

 

As for me, would I read the fine print? No. In fact, I have always thrown away the warranty card ( my biggest purchase is lap top but mainly cameras) and if spoilt, then too bad. So I dun read fine print.

 

Surprisingly thogh, I do scrutinise the fine print when i buy travel insurance which cost much lesser than a laptop or camera..

Need to confirm if they got include helicopter or not mah. if dont have then its 1 mil per calling leh. how to afford.

[1fast1]

Anyway, I was in the service line before and during those times, we (healthcare industry) have always tried to be flexible when dealing with patients, even bending the rules a little to make sure there is seamless care.

 

I'm in the healthcare industry too. I've encountered many issues (including inflexibility) when I've been unfortunate enough to require those services for myself or my relatives. And this is from my POV (a fairly senior doctor who knows other senior doctors and the system). Just imagine what it must be like for a lay patient/relative. Actually no need to imagine - judging by the complaints aplenty in the press, there is much room for improvement.

 

(Don't want to go OT - just saying there's no need to compare with any other industry, including the healthcare industry. Each industry has its own peculiar problems and there's room for improvement everywhere).

Edited October 28, 2013 by Turboflat4

[Yrvsport]

Human need to rest on weekend...where got time to service..they're not machine/robot...kudos to harvey extended warranty...5cents story

[Kar_lover]

I think the unhappiness stemmed from the fact that Harvey Norman's could not even offer any help other than call this number. If they cannot even courier the computer and service centres are closed on weekends, I think something is wrong as most ppl are busy working on weekdays.

 

But it's not retailer's fault that ppl are busy working on weekdays right? And as what others said, retail is retail, service is service. You just have to make the time or take time off or ask your fren to help you or whatever. If HN start providing pick up and drop off service you can be sure the cost will be added into the cost of the EW.

 

By the way, there are many service centres who are closed on weekends. Not just Harvey Norman.

[Yeshe]

I think the unhappiness stemmed from the fact that Harvey Norman's could not even offer any help other than call this number. If they cannot even courier the computer and service centres are closed on weekends, I think something is wrong as most ppl are busy working on weekdays.

 

if they do help you with the courier service, it will be out of goodwill. it should not be an expectation

 

Logically, your brother should've called Harvey Norman first before going down.

 

I've always called the service centre/retail outlet ahead of time every time I've needed warranty servicing. This is to ensure that they have my record, and to ascertain the details of when/where I have to send my stuff to.

 

If Harvey Norman staff had misinformed your brother, then nothing to say. But in this case, your bro is at fault for not doing his homework.

 

blur fark but still wanna blame outher people

[Qpik]

Anyway, I was in the service line before and during those times, we (healthcare industry) have always tried to be flexible when dealing with patients, even bending the rules a little to make sure there is seamless care.

 

For me, not really angry (since not my computer anyway) but what irked me is that the policy is so rigid that they cannot bend to accommodate. I know it is wrong to ask people to bend but having worked in the service line and bending frequently, I guess what irked me is that what is done in one line is not done across all service lines.

 

generally, perception is that whatever "rules bended" are probably covered as healthcare is not cheap. unlike retail, there are product varieties, products pricing are readily available for comparison & profit margin are lower.

 

what works for one industry might not necessarily work in different sectors of the same industry let alone another industry. sidetrack, flexibility in yr industry are likely to be found in private not public sector.

 

from what I hv experienced, sometimes it is faster if you go direct to AD as they go around collecting faulty goods fm middlemen (retail shops) like once a wk. now, I believed they (not sure AD or middlemen's idea) hv done away with this collection for a no. of factors not just costs issue. & going direct might allow someone to explain clearly the problems that he faced with the product than gg thru a middleman.

[Rezorn86]

most of the service center operates only on weekdays. unless u buy from courts, Saturday they will still do the courier.

[Mllcg]

I guess it's really up to the company how they want to carry out their service. They can be rigid or they can be flexible.

 

I had a problem with my own notebook several months ago. It is on an international warranty - when I called the service centre they said - it's purchased outside the country - no pickup or delivery service, I have to carry-in. So bo pian, I drive to the service centre and hand it in.

 

The service centre guy asked me to confirm address so that they could send it to me when they finished repair. I was surprised - I told him that when I called their service hotline, I was told that they would not give free delivery as my laptop was not local warranty, but purchased internationally. He said, no problem - they can deliver anyway. So, I was pleasantly surprised - as it saved me taking another half day off just to collect the laptop.

 

And true enough, they sent it back to my home within 7 business days as promised. Free courier.

 

So, I guess flexibility is depend on the company and the person who are empowered to do it.

 

Sometimes, being a nice person helps. Dont show tampers and they may just do it out of goodwill.