[Advice Please] Harvey Norman May Be Using Apparent Damage to Fight against Warranty Claim

LMcScotty on 08/09/2018 - 19:14
Last edited 08/09/2018 - 19:14

Hi all!

I'm in a strange spot with Harvey Norman regarding a faulty TV and if anyone is happy share to some advice I'd love to hear it.

I purchased a TV in March this year around the $400 mark. Two weeks ago while we were watching, a big pop and an electrical smell came from the back of the unit. The screen went black and I obviously unplugged it to be safe.

We took it into the store we purchased it from and were immediately questioned with a very accusive tone; including "There was a storm recently, did you use a surge protector?" and "Did you damage it in any way?". While this soured the customer service experience, all I really want is a TV that works.

We've just received a call stating that while the power module was replaced, the repair person noted that the LCD panel had sustained damage but there was no evidence of an impact. The cost of replacing the panel is greater than the cost of the unit and they will not be repairing it under warranty.

I was extremely careful while handling the TV and put no extra stresses on it while carrying. Is it possible that the staff unintentionally damaged the TV while in storage?

The salesperson did a terrible job of explaining exactly what's going on over the phone so I cut the conversation short and said I would speak with him tomorrow in person.

To put a long story short, where do I stand here? Is the onus on me to prove that I didn't damage my TV beforehand? Surely I shouldn't be expected to have owned a TV for 3 months, have a power unit blow and oh well too bad, gonna have to buy another because somehow the LCD panel was broken?

To those who stuck through and read this post; thank you. I really do appreciate any advice you can give; If I'm SOL, please feel free to tell me so.

TD;DR: Bought TV at HN, power board blew, repair tech fixed it at their store, HN now claim that the LCD panel is broken but it isn't under warranty but openly said there are absolutely no signs of an impact. What do I do?

Electrical & Electronics Warranty

Related Stores

Harvey Norman
Harvey Norman

Comments

  • dylo on 08/09/2018 - 19:16
    +14

    That's hardly normal

    • McScotty on 08/09/2018 - 19:28
      +3

      ^ This guy puns. 12/10 would come to you to write a best man's speech for my wedding.

  • whooah1979 on 08/09/2018 - 19:18
    -1

    repair tech fixed it at their store,

    The item has been repaired. Just go to the store and collect it.

    • McScotty on 08/09/2018 - 19:27

      Sorry, I should have been more clear about this. The power module has been repaired, but they won't repair the apparently broken LCD. Thanks for the reply though! :)

  • spackbace on 08/09/2018 - 19:35
    +5

    Be calm but firm and request the replacement, then demand it.

    Be calm about it

    The fact you "cut the phone call short" implies this may be difficult for you. Rant and rave or get upset and you'll likely walk out empty handed

    • McScotty on 08/09/2018 - 19:41
      +4

      "Cut the phonecall short" was a poor choice of words. I was in no way angry or short with them. I asked if we could continue the conversation face to face tomorrow rather than attempt to understand the situation over the phone.

      Thanks though Spackbace! Appreciate the advice. :)

  • djkelly69 on 08/09/2018 - 19:37
    +1

    I would be asking how they claim you damaged the panel if there's been no impact. Just be insistent that you didn't do anything, and assume it must have been caused by the power blowing or whatever happened.

    • McScotty on 08/09/2018 - 19:43

      Thanks! That's the plan, at the moment. I wouldn't push so hard if I had dropped it or whatever but I genuinely took the utmost care when getting it back to the store.

  • Yummy on 08/09/2018 - 19:40
    +2

    Why don't you use "let me speak to Gerry instead" tactic?

    • nikey2k27 on 09/09/2018 - 10:03

      in 2000 I call head office HN and Gerry pick up the phone. I told him the problem. My Local HN call 5min after and said "the replacement in store for pick went you like." store manager come out how to do u know Gerry old friend from gold coast.

  • jelko on 08/09/2018 - 19:48

    Are you sure it was a TV and not a monitor?

    • McScotty on 08/09/2018 - 19:54

      Absolutely. It's a 40in TV.

  • [Deactivated] on 08/09/2018 - 19:50
    +2

    They identified that you are a registered professional and want pay back.

    • McScotty on 08/09/2018 - 19:56

      The only thing I'm pro at is making cob loaf. You reckon Gerry wants my garlic, bacon, cheese recipe?

  • Strahany on 08/09/2018 - 22:00
    +2

    I would put the screws on them - if the panel isn’t working, and there’s no apparent external damage, then one can only assume that it was damaged internally. Now, who was it that opened up the TV to perform the repair?…..

    • McScotty on 09/09/2018 - 09:17
      +1

      That's such a great way to look at it. Thanks!

  • Associatedgwhse1 @ Harvey Norman on 08/09/2018 - 22:32
    +13

    Hi McScotty I just saw this and don’t normally jump in but if you give me some details I will escalate to the franchisee and the GM. I can’t promise anything but happy to assist. You can verify me here https://www.linkedin.com/in/garywheelhouse/ and my email is on my profile. I do like the sound of that recipe though…
    Gary

    • McScotty on 09/09/2018 - 09:12
      +1

      Hi Gary!

      Thanks, that's so kind of you. I'll shoot you an email with the specifics

      Scott

    • blitz on 09/09/2018 - 20:34
      +2

      Did…did the CDO of Harvey Norman just post a comment on OzBargain?

      • HighAndDry on 10/09/2018 - 13:34

        Yeah, I think everyone is being far too calm about this haha.

  • askme69 on 08/09/2018 - 23:34

    I had an LG tv which was in my childs room on a shelf. It was a 2 year old TV and the child was 3 years of age and it had been on a shelf which was twice as high as the child from day one.

    It got lines and the screen went crazy, took it to the repair centre under warranty and without turning it on, they said it was impact damage. And if proven I would have to pay for the repair or for them looking at it if I did not go ahead with the outcome from LG. I said it has never been touched and I'll risk it. Came back with a brand new telly.

    • McScotty on 09/09/2018 - 09:16

      Thanks askme69!

      Appreciate it.

  • cockneylondoner on 09/09/2018 - 09:27

    If the facts are as you have stated I would suggest that you tell the supplier to rectify the matter to your satisfaction in accordance with Australian Consumer Law giving them 24 hours to do so after which period you will take the matter further.

    If it was me I would not accept a repair or a refund and would make it clear that if necessary I will purchase another television to a similar specification as the television they sold me but from another supplier and then I would seek from them the purchase price of the replacement, compensation and any costs I may be subjected to.

    You don't say how you paid for the 'now faulty' television but if it were by any method other then by cash you should explore the possibility that a third party can be held jointly and severally liable, and if so, advise them of what you propose doing.

    As I keep saying in these forums always confirm any conversation, or your understanding of a conversation, in writing, preferably by email as the receipt by the other party should be instant.

    Good luck.

  • McScotty on 10/09/2018 - 21:13
    +3

    An update for everyone involved. Greg did a fantastic job and resulted in a positive outcome in under 24 hours.

    Thank you all so much for the advice, have a great week!

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