Harvey Norman harassing my dad

CI on 13/01/2014 - 23:27
Last edited 14/01/2014 - 21:40

Will keep it short
Boxing Day sales
My dad went to buy tv from HN
He bought tv
Brought tv home
We like tv
Now today sales rep calls my dad saying you took wrong tv bring it back. Dad looks at recipet, receipt says XX tv, tv box says XX tv, tv is the XX tv.
Dad Says no I did not I have the receipt.
HNguy says it's our fault we gave you wrong tv. My dad says call me tomorrow.
So they will call tomorrow.
I think This is ridiculous.
What should my dad say to them ?

Edit: thanks for replying

Update 1: they haven't called back today, yet.
Update 2: so they didn't call today, if anything changes I will update here

General Discussion

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Harvey Norman
Harvey Norman

closed Comments

  • donga100 on 13/01/2014 - 23:32
    +67

    "Sorry, you've got the wrong number"

    • boonanza on 14/01/2014 - 19:52
      +1

      Sounds like poor old Gerry is trying to get back some of the $700,000 he lost to Bill Vlahos

  • [Deactivated] on 13/01/2014 - 23:42
    +10

    Crack your knuckles into the handset

  • rewstar on 13/01/2014 - 23:47
    +2

    Say you sold the TV.
    You accidentally dropped it and its smashed and you threw it out
    You gave it to a friend for a house warming gift and don't have it anymore.

    Or if the TV and receipt do match tell them to give to provide you with a email and you will send them a photo of the tv model number matching the model number on the receipt

  • Arcticfox on 13/01/2014 - 23:48
    +96

    I would probably laugh and keep laughing until he hung up.

    Repeat as required.

  • PresidentClinton on 14/01/2014 - 00:06
    +3

    Out of curiosity what was the TV make and model and how much?

    • StewBalls on 14/01/2014 - 17:10
      +11

      Yup, I smell a Ph.D level pricematch feeding frenzy with a receipt upload! ;)

  • Placebo on 14/01/2014 - 00:52
    +8

    I am not entirely sure that I understand what is happening in your situation, however I thought I should add my experience with a follow up call from Harvey Norman.

    A few years ago I bought a camera from them and while I don't recall the specifics now, they rang a day or so later and said that they had over charged me, but they needed me to go back to the store for them to do the refund. I went back and they gave me the refund and I even talked them into giving me a really good discount on a memory card because of the "hassle" of going back.

    I was pretty stoked really, I hadn't even noticed that they had overcharged me and probably wouldn't have. I thought it was pretty awesome customer service to follow it up with me.

    Hope you are able to get the tv issue sorted out :)

    • [Deactivated] on 14/01/2014 - 01:24
      +10

      You must live in the Bizarro World! :O

      But seriously, out of curiosity… how much they overcharged you by?

      • Placebo on 14/01/2014 - 10:45

        Bizarro World, I know right :)

        I really can't remember, it was a few years ago. But it wasn't an expensive camera, so it wouldn't have been a huge amount.

    • HN Professional on 14/01/2014 - 04:19
      +7

      Kudos, you are a true Professional!

    • Jackson on 14/01/2014 - 21:16
      +3

      I don't think you can attribute this good behavior to a shop the size of Harvey norman, but yes there are honest people everywhere

    • Harold Halfprice on 15/01/2014 - 00:51
      +3

      See, they overcharged you. Gave you a refund, and then talked you into buying a really sweet memory card at an 'awesome' price because they 'inconvenienced' you.

      Are you sure the memory card isnt a Monster HDMI cable instead? ;)

  • wartortle on 14/01/2014 - 01:04

    That sounds odd, knowing that you've already taken it home and used it I will assume they must think they made a pretty big mistake. If it was just a small difference (eg wrong colour or slightly different model #) they'd probably just cop a small loss and fix it on their end. The fact that they're chasing him makes me think there must be a substantial difference between what they think they sold him and what they think he has, even though the receipt shows that no mistake was made.

    See if you can get some more information out of them as to the specifics of the error, also look into pricing for that model and how much you got it for.

    • CI on 14/01/2014 - 01:43
      +3

      The tv is price of $1800 apparently
      My dad got it heavily discounted for ~$1000.
      The receipt shows this aswell, to be exact: "Discount $800".
      Sales rep took dad to the cashier, sales rep told cashier price and tv, cashier put in price and tv. Dad paid, And cashier gave him legit receipt and he picked up from warehouse. As I mentioned before the guy on phone even told dad it is thier fault, saying bring the tv back or pay the difference.
      The tv is the tv they sold my dad, the same tv on the receipt and same tv dad picked up from warehouse, the same tv he paid for.
      End of story. And now this ridiculous call stressing my dad out for no reason.

      • djones145 on 14/01/2014 - 08:19

        whats the model of the tv?

      • diddy50 on 14/01/2014 - 09:59
        +19

        not an issue, contract made…but thank them for the call

      • Flyingmoo on 14/01/2014 - 16:44
        +4

        They have nothing they can do. It is likely the sales rep got done for discounting too much and is trying to get you to pay it back before he gets fired. If he keeps calling just call HN head office and complain of the calls

  • hello007 on 14/01/2014 - 01:21
    +15

    Call Fair Trading and seek their perspective on this.

    You have a matching receipt and staff let you remove the item from the store.

    It's a closed, completed, totally legal transaction.

    I doubt that any court in the land would find in HN's favour.

    If they want the TV back they should give you something else extra for the inconvenience.

    Hold your ground I say.

    What can they do?

    Call in the Sherrif?

    Get a search warrant?

    There's no theft here. Police would laugh at them and say don't waste our time.

    It's a commercial transaction.

    • CI on 14/01/2014 - 01:47
      +1

      There is no way we would ever take it back.

    • RedSky on 14/01/2014 - 12:40
      +13

      Why bother? Contract made with both sides in agreement. Receipt is proof.

      They call again, politely say that you have no interest reversing the contract.

      If they call yet again say you will report them for harassment if they continue.

      The end.

  • [Deactivated] on 14/01/2014 - 01:25

    Why do they have your phone number??

    It's been a long time since I bought any major electricals.. is this standard practice now?

    • CI on 14/01/2014 - 01:39

      Bought house furniture etc. delivery.

    • Geewhizz on 14/01/2014 - 06:52
      +1

      Why do they have your phone number??
      It's been a long time since I bought any major electricals.. is this standard practice now?

      It is with Harvey Norman.

      • [Deactivated] on 14/01/2014 - 19:52

        (profanity) that, I wouldn't give them my real number lol. I'd like to know what reason they've made it standard practice at HN…

  • Daabido on 14/01/2014 - 02:13
    +54

    Get your dad to tell them that his son is a "professional…OzBargainer". That should send them running, dropping the phone as they go to cower in the corner.

    Really, you can tell them to go jump or to something themselves. They have a copy of the invoice, they know they stuffed up and are just trying it on.

    The easiest way to make it go away is to call HN head office and tell them that one of their franchisees stuffed up and his harassing you and you want it stopped now. Nicely, of course.

    Maybe there's drugs in the back of the TV.

    • CI on 14/01/2014 - 02:22
      +4

      Thanks for your advice. I have anger management issues, I guess I'll let my dad do the nice talking. Let's see if they call tomorrow.

      • Tal_Shiar on 14/01/2014 - 02:51
        +2

        Don't forget to mention ACCC/fair trading/a current affair & today tonight if they still try it on lol

    • GaryQ on 14/01/2014 - 09:06
      +151

      Advise them that you are so happy with the price and the service from HN that you will be scanning the receipt and posting it on OzBargain so that all of your colleagues can enjoy the same shopping experience when they go to HN for a price match

      • infinite on 14/01/2014 - 09:20
        +5

        THIS !!!!

      • Scrooge McDuck on 14/01/2014 - 11:32
        +2

        This post needs more + votes!

      • coxy on 14/01/2014 - 13:40
        +2

        Brilliant.

      • Jackson on 14/01/2014 - 21:42

        After buyig a $35 Plantronics Gamecom x95 from Harris Tech and then being told it was out of stock despite the ad still being online a day later I was a bees dick away f om posting this. Forum rules though…

  • Arcticfox on 14/01/2014 - 03:28
    +35

    I have managed in retail before and can tell you that they do not have a leg to stand on. Your receipt is proof of an agreed price, meaning you have done nothing but pay for the price it was sold to you for.

    They cannot call anyone except you to correct the issue - and the salesman is probably on his knees praying to god that you will feel obliged to come back so he doesn't get fired. If you have an issue with this possibility, then you have something to think about.

    If they try and take money from your credit card (assuming you used one), it will be a fraudulent transaction on their behalf.

    I have had a staff member under charge a customer on EFTPOS by charging $18.90 instead of $189.00 before. But the customers store receipt actually said $189.00 paid by EFTPOS. Therefore, the customer had proof of purchase - regardless of their EFTPOS totals being out at the end of the day.

    They stuffed up…
    You got a good price because of it.
    The salesman is at fault… not you.
    End of story.

    Nothing is stopping you from taking it back if your conscience is making you feel 'wrong'. But of all the retailers I know, Harvey Norman have usually got the worst prices. They rip off people that don't know any better every day. I have seen them mark products up the day before a supposed sale.

    What I'm basically saying, is that it is ultimately up to you what you do - but they cannot touch you if you decide to keep it.

      • Forfiet on 14/01/2014 - 11:28
        +5

        But as far as the OP can see the details match up…. his dad also went to buy 'that' TV (a.k.a he was probably standing in front of the TV and pointed 'that one please') and paid the price that was asked (possibly after negotiation/haggling) ….

        It sounds more like the staff member gave a discount that was out of the managers 'margin' and is being forced to follow it up in the hopes they will return it.

        Edit: I realise he also picked it up from the warehouse, but OP says it matches the receipt.

      • Arcticfox on 14/01/2014 - 11:48
        +5

        I am not wrong, I'm sorry that you think so (humdogg).

        You cannot sell an item, provide a printed receipt to the customer with the sale amount and then call the customer after they left the store and say that they need to pay more for the same item because you made a mistake.

        All of that should have been identified at the point of sale and it is the sales assistants job to do that.

        The mistake is not that the customer accepted discount on a less valuable TV. The mistake is that the sales assistant gave the discount to the wrong item. The item was confused by the sales assistant, not the customer. The customer knew what he was buying the whole time, he wasn't trying to be duplicitous.

        My EFTPOS story is from a customer that had already LEFT the store, not while they were still there. The mistake was discovered at staff change over, the register was down $170.10. So no, I am not joking.

        I contacted merchant services and asked if we could contact the customer (using EFTPOS receipt - merchant record) for the purpose of reacquiring the lost funds. They said 'NO', the best they could do was send a letter to the owner of the card on our behalf explaining the situation and hope that they would come in to rectify the matter.

        We never saw them again.

        I have never heard of a court case where a retailer says they charged the wrong amount, whilst there was a sales receipt saying that the exact amount required was provided.

        My information comes from experience on the other end of this situation.

        • RedSky on 14/01/2014 - 12:49
          +8

          From the information we were provided, there was no indication the salesman intended to charge $1,800 instead of $1,000. It was not a clerical error, it as an error of judgement in offering an erroneously low price.

          Again, according to the information provided, the written receipt which says $800 discount, naming the exact product in question confirms the agreement & supersedes any verbal agreement to the contrary.

          In charging the customer, printing the receipt and handing the product to the customer, the transaction was finalised. Under fiduciary duty, HN is liable for the judgement call made by its salesman (agent).

          The salesman/HN can't back out of a contract because they made a bad judgement call.

        • skyva on 14/01/2014 - 13:45
          +6

          If you find yourself thinking: "you are all wrong", I suggest you take a step back and check your facts before jumping in feet first. In life as well as in here.

          Forum comments from people who quote or claim to understand law, but use harsh or absolute language make me wonder:
          Lawyers don't usually talk in absolutes of right and wrong except on tv.
          Non-lawyers shouldn't talk in legal absolutes on the principle they are not lawyers.

          Doesn't seem to leave much room…

        • NosDan on 14/01/2014 - 16:04
          +5

          humdogg 3 min ago

          are you still here? seriously give it up. im sure your just trolling for the sake of wasting peoples negs on you now.

        • humdogg on 14/01/2014 - 16:07
          +3

          I live here.

        • lisss on 14/01/2014 - 19:07
          +19

          Mate are you a law student? If so you should probably drop the course…

        • Yarkin on 15/01/2014 - 15:56
          +7

          It's jv's neg-decoy!

  • Geewhizz on 14/01/2014 - 06:56
    +22

    Just to put it into perspective, one phone call hardly constitutes harassment. A mistake was made and they simply tried to rectify it.

    • mooboy on 14/01/2014 - 12:33
      +7

      Well, it does depend on what was said in the call, and the tone of the call. I still think a single phone-call can be harassing, depending on the content of it. What if they said, in an angry tone, "Bring back the TV or we're going to report you to the police and sue you to oblivion! I'll be calling again tomorrow!" Wouldn't you consider that harassing?

      Of course, we only have OP's version, but he did say his dad is stressed.

  • pookie on 14/01/2014 - 08:39
    +14

    All are correct here.. HN have no legal recourse. The contract of sale has completed. End of story.

    They can try to ask for it back but your dad has no legal obligation to return it.

    No court or tribunal will side with HN.

    Your dads receipt is evidence of the fully performed contract. He has paid something in exchange for the tv. Whether or not the price paid is sufficient is not a matter for any tribunal of fact (court). "Seller beware" :)

    I would suggest, as others have above, to tell HN if they ring again to "go away" :)

    Btw… if you have anger management issues as you said earlier…I suggest you definitely do not go to HN yourself..stay out of it and simply pass on the advice of ozbargainers to your dad and let him do what he wants…its not worth getting yourself in trouble..

    Cheers

    Pookie

        • one man clan on 14/01/2014 - 11:30
          +7

          That's not what happened though, at least from what I can tell.

          The salesman basically gave him too big a discount and now has realised. His receipt matches the Tv and box.

        • exc3113nce on 14/01/2014 - 11:37
          +3

          The receipt and the price matches the TV that was picked up.

        • Scrooge McDuck on 14/01/2014 - 11:43
          +15

          Yes:

          Dad looks at recipet, receipt says XX tv, tv box says XX tv, tv is the XX tv.

          Get off your high-horse humdogg, you've failed to comprehend the OP and made an incorrect assumption.

        • humdogg on 14/01/2014 - 12:21
          +32

          quite right sir.

          I read wrongly, I thought he did in fact get the wrong TV.

          my bad, sorry.

        • humdogg on 14/01/2014 - 12:33
          +9

          "falls of horse awkwardly"

        • Daabido on 14/01/2014 - 16:50
          -3

          Oh, FFS. So you did Contact 101. Big whoop.

        • [Deactivated] on 15/01/2014 - 13:42

          lol I "almost" passed, does that count?

      • resubaehtgnolhcs on 14/01/2014 - 12:34
        +3

        Hummdogg, the only person plain wrong in this instance is you! Read OPs original comments at the top - the receipt and tv match, so the wrong product was not given in this case. Your argument is null and void in this case.

  • termiepants on 14/01/2014 - 09:07
    +1

    If it is just the salesperson calling then maybe they are just trying to fix up what is possibly now a negative commission week for them. You may have better luck talking with the franchisee, they generally are more aware of consumer rights and the such. :)

    Good luck

  • c64 on 14/01/2014 - 09:19
    +2

    be careful what you say over the phone (they might be recording). just say you've got the correct model as listed on the receipt. end of story.

    and if they did accidently give you the wrong model, you certainly shouldn't have to be wasting your time travelling back to the store.

    don't answer the phone from private or unknown numbers :)

    • halfnhalf71 on 14/01/2014 - 09:58
      +5

      They are not allowed to record unless they tell you first that the call is being recorded and you then have a choice of continuing or not.

      • Typical16-bitEnjoyer on 14/01/2014 - 21:20
        +2

        Only in NSW.
        Not the case in Vic.

      • [Deactivated] on 15/01/2014 - 13:42

        I've heard you only have to say "do you mind if I take notes for future reference"

  • [Deactivated] on 14/01/2014 - 09:36
    +7

    Your Dad (YD): Hello
    HN: Hello, we gave you the wrong tv, yada yada
    YD: I have my receipt here, it matches the tv I have now.
    HN: We made a mistake, please please bring it back in
    YD: Sorry, I've started using it and have already chipped it a bit. I'm not interested in returning it. Please don't call me again.
    HN: No, you really need to bring it in otherwise [random stupid threat]
    YD: I'm not interested in bringing it in. If you call me again I will report this as harrassment to the police and the ACCC. Please don't call me again.
    HN: No, you really nee-
    YD: Hangs up

    HN calls again.
    YD doesn't answer
    Ozbargainers rejoice.

    • abh_gup on 14/01/2014 - 15:13
      +3

      i like this :) Would you please accept to be the script writer for my upcoming movie (when I get on to one)?

      • [Deactivated] on 15/01/2014 - 16:08
        +8

        Thank you for validating my skills at writing nerve-bitingly dramatic dialogue :)

        Unfortunately, I can never work for an Ozbargainer again, ever since my ex-boss decided to become one. He's the one, who, instead of an annual bonus, gives his employees a "homemade" card and a link to a money-saving-tips article ("This'll save you more money than I could ever give you.")

  • wukachuka on 14/01/2014 - 10:02
    +5

    If it's really the same tv and model on the receipt and the tv box, then ask them to drop the bull and tell you why they really want you to bring it back otherwise it aint gunna happen.
    Could make for an amusing story at least…

    • lplau on 14/01/2014 - 12:22
      -2

      What i'm guessing is the guy was supposed to discount it by $80 but instead accidentally did $800.

      They can probably take you to court, and then waste you and themselves a heap of money. Then again they will still win, since you may get to keep the TV but then you have a huge lawyers bill to pay.

      Be calm, do not shout, and speak it through with them, do not make any threats, and before you tape anything, say to the guy on the phone "I will be taping this conversation, if you disagree then please hang up, if you do not hang up then it is implied that you agree to this recording, Do you understand?".

      Then you start discussing it, any threats they make you can use against them if you need to go to court.

      Do not tape them without saying that, because it will be inadmissable in court due to privacy laws.

      • PresidentClinton on 14/01/2014 - 12:33

        Small claims don't need lawyers.

      • humdingaling on 14/01/2014 - 12:39

        but the OP states
        they want his dad to come in with the TV
        if it is a pricing issue….why would the TV need to be brought back and exchanged?

        Now today sales rep calls my dad saying you took wrong tv bring it back. Dad looks at recipet, receipt says XX tv, tv box says XX tv, tv is the XX tv.

  • easternbluecut on 14/01/2014 - 10:11
    +1

    what tv do they say you were meant to take? How much more do they want you to pay?

    I say stand your ground be firm but extremely polite, I would recommend keeping you temper in check at all times.

    Also if you feel you are truly being 'harassed' I'd be taping the conversations.

  • onlyletters on 14/01/2014 - 10:47

    Probably just a mistake from their end, relax.

  • Succulent Synth on 14/01/2014 - 11:16
    +7

    Leave a still image of gay pron on the screen overnight so it burns into the screen, then return it.

    • PresidentClinton on 14/01/2014 - 11:46
      +1

      That'll shock those plebeian salesmen

    • bobbified on 14/01/2014 - 13:22
      +4

      it wouldn't be funny if the TV is taken back and the salesman says "it's my stuff up.. you can keep that TV".

      • [Deactivated] on 15/01/2014 - 13:44

        I'd think it was funny :D

  • jeanene on 14/01/2014 - 11:24
    +7

    If it turns out you were given the wrong tv and have to give it back then at the very least tell them that they have to come and pick it up and deliver the correct one. I had a similar situation when I got a treadmill, I paid for a $300 one and the storeroom gave me a $700 one. I didn't realise until I unpacked it, shortly after I got a phone call asking me to take it back, I said if you want it you come and get it.

    • 2ndeffort on 14/01/2014 - 11:38
      +8

      THIS!^ Seriously, what is your Dad doing buying a TV at HN anyway! It's your sworn duty as an OZb to warn him off such crazy practices! I wouldn't risk any kind of dramas, I would tell HN to come and get it and to give me a full refund to boot! I would then take my money and shop elsewhere, somebody on here will probably be able to find your Dad a better TV for the value of the refund.

      I wouldn't accept any replacement or other TV, full refund only. If nothing else I wouldn't want the sales guy that caused this mess to be getting any kind of easy way out or, worse still commission. Further I wouldn't be able to watch the thing knowing what a mess it had all been. I would tell them that I was so upset with HN I want a full refund.

    • Scrooge McDuck on 14/01/2014 - 11:41
      +1

      And what happened?

  • [Deactivated] on 14/01/2014 - 11:53
    +5

    They're joking, right!? If you do decide to hand it back, I certainly wouldn't be going out of my way delivering it to them. If they want it make them come and get it themselves. Talk about arrogance - it's our mistake, but you lose the TV or pay more - oh, and by the way - you'll have to deliver it for us too! Forget that… They charge everyone for delivery - you should too. If they start getting narky over that, then say you've changed your mind, you won't be granting access to your property - but will deliver it back to them for 90% of the price difference.

    • lplau on 14/01/2014 - 12:24
      +6

      You should tell them:
      "If you want it back, then come and get it back, however my time is extremely costly, I charge $100/hr for how ever long you want me to stay at home to wait for you truck"…..

      If they say you cannot do that then you can tell them:
      I am not a store, I do not do charity work waiting for trucks to pick up goods which you guys have mistakenly sold to me.

    • retiredfeline on 14/01/2014 - 12:29
      +7

      Why are we even discussing handing it back? That implies HN has some kind of claim on it. As far as we can tell his dad has completely legit ownership of it, with paper trail.

        • retiredfeline on 14/01/2014 - 13:09
          +17

          But OP stated that the model number matches. So it's just a salescritter trying to recover from its mistake.

        • PresidentClinton on 14/01/2014 - 13:58
          +8

          Haha salescritter. I'm going to be using that

        • Janko on 14/01/2014 - 23:59
          +4

          TV was probably reserved for another customer.

          Sell it back to them for $1800.

  • darpy01 on 14/01/2014 - 12:06
    +3

    Forget all this legal mumbo Jumbo talk, you only need to remember one thing: this is Harvey Norman, the GST guy

    Nuff said

  • pitufon on 14/01/2014 - 12:08
    +1

    how did they get your dad's number? Whenever they ask for mine in the warranty details i say no.

    • stemcell on 14/01/2014 - 12:13

      Read the thread the answer is in there!.

  • EnALup on 14/01/2014 - 12:37
    +1

    If they think it is the wrong TV, tell them to deliver the correct one to your place and after verifying it matches the one in receipt and the one you have, change it. If the model is different, don't accept it.

    Else tell them you don't have time to do that.

  • Kevan2 on 14/01/2014 - 14:22
    +1

    Call Fair Trading and seek their perspective on this.

    Hello007 has it in one. One phone call and you know where you stand.

    Commission seems to be the driver. Who covers your father's costs?

    One phone call you have it right. By the way what is differences in the TVs?

    Have fun.

  • abh_gup on 14/01/2014 - 15:10

    HN probably got pissed at their staff, n now the sales rep is trying to fix this (obviously not the legal way though). read the first comment above (just say wrong number, or laugh it off). if you receive too many calls, let HN supervisor know that you will file a case of harassment and notify the cops

  • konazz on 14/01/2014 - 15:25
    +2

    ALso… throw out all the packaging, and rip open all the plastic bags. Lose the warranty cards and anything else you don't want as well… lets see them try to re-sell it.

    • Daabido on 14/01/2014 - 16:55
      +1

      That's what I was thinking when I initially read this. Were they going to take it back and try to sell it as new to someone else?

    • holdenmg on 14/01/2014 - 17:24
      +5

      and… rip down to the local Library and borrow/hire the engraver or a UV Pen.
      Put your Drivers Licence on it. lol

      • dealsniper on 14/01/2014 - 20:20

        Do libraries have engraving pens for hire? Is it free?

        • cannedhams on 14/01/2014 - 23:34

          Cop shops generally do.

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