Trouble Getting Item Exchanged at Harvey Norman

BluebirdV on 11/01/2023 - 17:43
Last edited 12/01/2023 - 08:01

My wife wants to exchange a 2 day old iPhone 14 Pro for a Samsung Galaxy S22 Ultra. On returning to Harvey Norman they refused to swap saying that the warranty on the phone had already begun and they couldn't exchange it. He also mentioned because she had registered the iPhone in her name it was not possible. However in the Apple Store they have a change of mind policy. It says you can return it within 14 days to the Apple Store https://www.apple.com/au/shop/help/returns_refund

Do Harvey Norman have a right to refuse to exchange the phone? It is in original condition. If your curious, she doesn't like the camera. It's OK for scenery, but not people.

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Comments

      • jaimex2 on 13/01/2023 - 18:27
        -4

        Yep.

        Then you say the photos aren't as advertised. Manager please.

        Head office next if the manager for some reason doesn't go with 'customer is always right'

        • greatlamp on 14/01/2023 - 09:18

          HN are franchise owned. The store owner is likely to actually exist, so no, they aren't going to lose $500+ just to appease a customer

          • jaimex2 on 14/01/2023 - 10:30
            -1

            @greatlamp: I don't get why franchise owned changes anything?

            They return it either way to their supplier as faulty. No one checks.

  • Typical16-bitEnjoyer on 13/01/2023 - 14:54
    +6

    Hey OP,

    I'll happily buy your phone.

    Thing is I'm working off shore with sketchy internet so my brother will come collect. I've just sent you a verification SMS can you read out the numbers to me? kthx

  • ugoagogo on 13/01/2023 - 15:46

    Yeah the problem is apple start tracking usage and ownership of that phone from the time you open țhat box , and yes the warranty has already started. Also while apple makes over 100% profit on each phone sale HN probably makes less than $100

    So apple can throw it into the refurbished pile and still make bulk profit , HN unfortunately cant

  • veritas_mendax on 13/01/2023 - 16:20
    +6

    F me. We are really getting dumber aren’t we.

    • neosin on 16/01/2023 - 19:03

      It started when game streaming and women shaking their asses online (tiktok/twitch) literally made more money than doctors/lawyers!

      When that happened, I knew society was doomed!

  • dwarves on 13/01/2023 - 16:44

    I'll buy it from her, OP. I'll pay CASH. Have her people call my people

  • mrkorrupt on 13/01/2023 - 17:28

    I am a huge android user and hate iphone and ios but between iphone and galaxy, iphone every time.

    Samsung refused warranty on an in warranty water damaged s7, when their adds for the s7 clearly show a surfer placing it in his pocket and surfing in the sea…

    The ACCC started a case against Samsung then covid happened

  • isthisreallife22 on 13/01/2023 - 17:46

    Tbf to OP, it's incredibly annoying buying a new phone only to be disappointed with it due to features that have degraded from previous generations

  • berry580 on 13/01/2023 - 18:44

    Most of Australia's major retailers change of mind policy is very good, in fact too good. . People in Australia is spoilt in that sense.

  • kouk on 13/01/2023 - 21:26

    Sounds like you learned the lesson on why you don't buy something without doing your own research. At least it probably wont cost you anything.

  • Miss B on 13/01/2023 - 21:36
    +2

    I think this is the first time ever I'd take Gerry's side, sorry OP's wife. Change of mind on unopened products is up to the retailer, many retailers offer it, but Gerry often doesn't. A couple of retailers will do returns on opened products, but not many and they end up having to sell them at a discounted price as they are no longer new. I can't imagine any retailer refunding (or exchanging, same thing) a phone that has been opened, used and registered.

    While in this instance I don't think it would have made any difference which retailer you bought from (except maybe Apple store), a good rule of thumb is to not buy from Gerry.

  • ttt888 on 14/01/2023 - 00:05

    If by chance the HN store has a return Samsung model u wanted already registered and open and use by another buyer.

    Will OP be happy to swap it?

    • BluebirdV on 14/01/2023 - 07:44

      Why not?

      • ttt888 on 14/01/2023 - 09:25
        +1

        Yeah sure. I'm sure if that was offered to u 1st shot. U would be arguing for a new one.

        Human nature.

  • BluebirdV on 14/01/2023 - 08:01
    -1

    What is the market value of the iPhone 14 Pro if we decide to sell?

    • herecomestheoost on 14/01/2023 - 13:56

      :D

    • Yummy on 14/01/2023 - 16:51

      I'll get you a spoon, bruz.

      • blighst on 14/01/2023 - 21:43

        I'll offer 2

    • Save 50 Cent on 15/01/2023 - 18:08

      Sure.. I will start looking that up for you now, sir. Would you like a shoulder massage while I am finding the answer for you?

  • Poor Ass on 14/01/2023 - 09:50
    +1

    Justice has been served

  • payless69 on 14/01/2023 - 10:02
    -2

    Gerry H. for PM!
    JV can take over Victoria,
    Austria Bargain SA,
    Draskey WA

    any suggestions for NSW? and the rest?

    • buckster on 15/01/2023 - 09:08

      How could you forget SlavOz

  • meowsers on 14/01/2023 - 11:32

    Just pop it in the microwave for about 5 seconds and bring it back as defective. Major defect = refund. \
    /s

  • Duff5000 on 14/01/2023 - 12:16

    As already covered you have no right to a return.

    There is one thing you could try though. Speak to apple and see if they will give you a return authorisation. There is a possibility apple with give you a return number to pass to HN so they will be able to return the phone to apple so they are not out of pocket. If you had a return authorisation number from apple HN should be ok to exchange.

  • paloverde88 on 14/01/2023 - 13:14
    +2

    Jb even make you sign a statement when you buy a phone that you agree you chose this yourself, you like the colour the shape the size the materials and you said so and now you even sign so. This is how petty selling a phone had become for these desperadoes

  • paloverde88 on 14/01/2023 - 13:16

    The day will come when all buy from manufacturer or telco than these desperate mom and pop store will realise what excellent service is.

  • gstfree on 14/01/2023 - 14:20

    I normally buy from Officeworks and never had issue with reasonable requests.

    • buckster on 15/01/2023 - 09:09
      +1

      What issues have you had with unreasonable requests?

    • AssociatedGOMOOTYPRO @ Harvey Norman on 17/01/2023 - 08:08
      +1

      This isn't a reasonable request though haha

  • Ulysses31 on 14/01/2023 - 15:28
    -1

    My preference is samsung over iPhone every day of the week. But apple make serious phones. So why change mind??

  • PR0r on 14/01/2023 - 22:53

    If the OP found a fault (I know it's the dodgy way to go), could that be a valid reason for a return and refund/credit?

  • dcep on 14/01/2023 - 23:27

    You can exchange your used phone with a used 2nd hand Samsung Galaxy S22 Ultra

  • SitarBoy on 15/01/2023 - 00:20

    From what I have read it seems you basically dont like the photos of the iPhone because the S21 FE did a better job. And as you may be aware S21 FE does apply "beauty" filters which smoothen out the skin which is probably why you dont like the iPhone (also as people have mentioned lately iPhones have been overprocessing images). But this is all that could have been found by researching a product.

    Simply because it "doesnt fit your needs" doesnt mean you automatically get a refund under ACL. THat only applies if the sales person had touted that it does something that you specifically needed the phone for. Example: Salesperson sold you a philips head screwdriver when you said you needed a screwdriver for a flat head screw, but the salesperson reassurced you that it would work.

    Fair enough you want to go get a Samsung, but do be aware that the post sale service of Samsung is of no comparison to Apples (source I worked at Apple and can safely say they strictly follow ACL and policies).

  • Willy Beamish on 15/01/2023 - 14:38

    lol the entitlement is unreal…

    Probably already been stated numerous times but you did not buy from Apple did you, you bought from Harvey Norman, so why would another company return policy apply?

    The phone is not in original condition, you bought a new phone and now you are trying to return a used phone.

    Love when people drop stupid amounts of money on something without actually thinking about it first, more dollars than sense.

  • bmerigan on 15/01/2023 - 22:41

    Would you be happy if they offered you a slightly used Samsung phone?

    • Ulysses31 on 16/01/2023 - 20:00

      Yes. Then change their mind. Ha

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