Was just at a client's house helping them take down their old TV.
They mentioned that Harvey Norman told him don't be surprised when the TV, 95" (maybe 85") Samsung, arrives already unpacked and bags opened due to testing prior to delivery.
Anyone else experienced this?
Sounds dodgy as.
If Four Corners did a special report on how Harvey Norman staff were actually snakes in human suits I wouldn't be surprised.
ok boomer
You realise you are at bottom of the curve in terms of knowledge and understanding of the world. Change your name to opinionated and clueless.
@Rick Sanchez: Have a look at their comment history. They will always reply to the top comment for visibility of their "knowledge".
Username does not check out.
100% boomer, absolutely a Facebook user & thinks SkyNews is the truth.
Is there checks and balances for such a big franchise?
I tended to trust them more compared to smaller independents
Is my thinking flawed?
I wouldn't accept delivery of an open box. A lot of retailers attempt this on click and collect too.
GG tried this on me with a Chromecast. Was just shoved willy nilly back in the box and taped up.
JB-Hifi do this nearly every time. They hand you a form where you have to sign that the item is unopened and showing no damage. And then they look disgruntled when you refuse to sign until after you have inspected it.
The box shows no damage, or the item shows no damage?
(I'm guessing the second one)
Just to clarify this for others:
JB only do this when you buy a TV and take it away yourself (ie. not having it delivered). They open the sealed box in front of you and visually inspect it to confirm there are no signs of obvious damage (the panel, in particular), and have you sign a form that says the same.
The reason this is done is to prevent instances of customers trying to falsely claim the product was 'already broken' after damaging their TV either during transport back home or while attempting to set up/install it themselves (which happened more often than you think).
@Shekster: No. I'm talking about the form they give you when you click and collect ANY item. They want you to sign that it is unopened and package undamaged BEFORE they let you even see the package.
I've got a click and collect tomorrow. I'll get a pic of the form.
@Bruceflix: Oh wow that's definitely not what they're meant to be doing then. Seems like your store is unfortunately not following the correct procedure.
Can definitely confirm that you are only meant to be signing the form after viewing your item and confirming you are happy with it.
@Bruceflix: Yep I always get a "look" when I say I'm not signing that until I at least see the item. Just a couple of months ago they didn't even know where the item was (someone was trying to find it in the store since it was large) so I said I'll sign it when I see the package. I wonder if these forms would stand up in court given the common practice by staff.
@Shekster: This process was introduced for all stores after suppliers were starting to question the amount of TV's being returned damaged. It is meant to happen at all stores but there are plenty that don't do it.
@Shekster: I know they get you to pickup from the back door, and make sure you don't lay them down in the vehicle. You have to show you can transport it up the right way otherwise they try and convince you to get it delivered. - But if it cuts down on damaged units I'm ok with it.
Not sure if GG's explanation was legit but awhile back, I bought an upper end iron and it had some residual water in it. I was told that it was new, not a floor model and the manufacturer tests all stock before packaging and sending to distributors. They also said the same thing happens with some dishwasher brands and there's water inside. Seemed a bit shifty to me but I accepted it.
This is true for an iron of a decent brand.
@skid: Yeah last iron I had had in the manual it is normal for a bit of residual water left as per QC
@Jimothy Wongingtons: Mrs Gun said also residual fluids are common when she handed me a condom the last time I came back from a work trip
@skid: Thanks for confirmation, everyone. Not sure why everyone who confirmed this got down voted but I've up voted your comments.
This is correct
Miele test their dishwashers and advise some residual water.
I think a bit of water in dishwasher is common
Probably resealed second hand stock.
Officeworks did to me on a click and collect. Bought a Google Pixel phone and when I got it home, it was a used phone. It was covered in finger prints and still had someone else’s account logged into it.
To me, an open box indicates that has already been opened and is more than likely a “return” of some nature, warranty or change of mind.
I’m happy to open it on their arrival for inspection, but I don’t accept “pre-opened” packages if I have paid for “new” items, especially with electronic items,
Why wouldn't you check this in store first and in front of them ? I guess lesson learnt.
It had the "click and collect" paperwork banded around it and I was on my way to a job. Wasnt supposed to be detouring past Officeworks, so I just grabbed it and threw it in the truck ot look at later.
Yep, lesson learned. Now I check everything before I leave the store. Even opening sealed items. I've heard of people resealing iPads and iPhones and getting a "refund" but putting an old shit phone back in and sealing it. I dont wont to get home and find this out and then fight with them with them thinking I'm the one doing the scam.
@pegaxs: Yeah that resealing scam is a pita. I had that happen to me, but luckily i opened it in store. They are real hardasses if you try to take it back, they just say item doesnt match the item we sold you. So always open stuff in store especially in Officeworks.
From now on I'm opening expensive items in-store. I have not been ripped off like this and I plan to keep it that way.
it could be due to ur location, assuming ur client is around nelison bay, thats a bit of a distance from newscastle, saves doing a number of trips to re deliver the item if its broken
You can write down the serial number of the unopened box before you purchase tje tv, and match it on delivery.
Sounds dodgy to me. We’re in an era where dodgy things are increasing everywhere due to “higher” interest rates. Businesses cost more to run, who knows, maybe this is a return and they’re passing it off as new. It makes no sense for them to do this. Surely Samsung would test the TV first before shipping it off? That’s what quality control is for.
HN are operated by franchisees, so it is possible some stores do this and others don’t.
I would be more suss about an open box from a big, high volume home centre store than one from the small town store.
Either a display model or a returned model. No way in hell I'd accept it.
I wouldn't have a problem with this. Been a few cases where people have received a TV that's damaged then gone to great pains to try and prove it wasn't them that damaged it. Maybe they did, maybe the transporters damaged it. Normally delivery people drop the box off to you and then leave. If I could see the TV arrive in perfect nick while the delivery people are there then i'd be satisifed. You can always check the service menu to see how many hours it's been operating for.
Been a few cases where people have received a TV that's damaged then gone to great pains to try and prove it wasn't them that damaged it.
This makes sense
but i'd be concerned your not getting some dodgy refurb or ex-demo
Some bags were opened and the box had replacement strapping but the screen film was intact. Client was happy in the end.
Went and picked up a 65" from JB and they opened the box and shone a light down to see whether there were any cracks or damages to the screen/panel. Explained to me what they were looking for and were pretty thorough.
Put the packaging pack in, taped the top and restrapped with those annoying straps.
Same here qirh jb hifi. 65" sony bravia. Slipped the box off looked over the panel, repackaged, taped and strapped up. This was done in front of us, can't recall if we had to be present for it though. I presume yes as we did pick up
May be this is latest thing.
Picked up Sony/Hisense TV from JB Hifi and Good Guys around 2015 and didn't see any sign of it being opened prior to click and collect.
It’s normal. JB hifi opened the TV box (in the front of me though) too to make sure screen is not damaged before I picked it up.
In the era of consumer extremism I totally get retailers. How would you run business if careless or dodgy people damage what they buy and pick up and claim a warranty return afterwards.
That's why I buy my phones from Telstra, and get them to transfer the data, in front of me. When you've been bitten once, you'll find a workaround to shitty return policies. (edit: Telstra haven't stuffed me around but other Telco's have)
TV's though, I'd welcome them opening the box beforehand, just to check for damage during transport. I forget the size but JB's won't sell you a certain TV size unless you let them install it now.
If you have chosen to have the TV delivered then I certainly don’t want the retailer opening it first before it leaves their store or warehouse, and I would send it straight back and wouldn’t accept the delivery if there were any signs of them opening the item I have paid for when it arrives. I don’t want the grubby hands of some careless sales person or dock hand touching my TV whatsoever. Opening it before the customer receives it can create new problems, for example the staff could be wearing rings, bracelets or watches that may rub up against the TV and come in contact with the screen or bezel scratching them. As the customer who has paid for the item I should be the first one to unpack it, touch it and inspect it for damage, I don’t care whether the retailer is satisfied (the standards of the staff member who checks it and what they consider acceptable might be lower than mine), I might not be when I check it.
There is also the issue of carelessness from their own delivery contractors to content with. When I took delivery of my 77” Sony a95L QD-OLED TV in December last year, a Harvey Norman delivery contractor delivered it in a ute, vertically up on its side (which I have photos of), that’s not how you’re supposed to transport a TV (the manufacturers own instructions on the box say so), and the retailers should know better and make sure their delivery drivers don’t load TV stock on like that.
I bought a SONOS speaker from GG, the green eco plastic free packaging nowadays are so easy to open and put back. There is no tape or tamper seal on the box. Anyways went home and opened it up, back of the speaker had some fingerprints, power cable was also not coiled neatly. Some care was taken to make it look new but it just looks like the staff had taken it out and given it a go before putting it back. In the end it was too hard to prove so I accepted it.
My Parents store used to open anything expensive before it went out. The main reason was who was liable for it, if it was good when it left the store then the carriers insurance was responsible for any damage as opposed to the store, If it was unopened/unverified then the store was responsible.
I mean, would you rather the tv rock up dead on arrival and more of your day taken up?
@Drakesy - I’m not concerned about a little bit of time. If it rocks up dead on arrival it’s not my problem. I paid for a brand new undamaged product in the manufacturers factory sealed box that’s never been opened, if the retailer can’t honour that then they don’t get my money (particularly if they are deceptive about it and do it without asking me if it’s ok), it’s quite simple. As I previously mentioned I bought a Sony 77” A95L QD-OLED TV in December last year, it was their 2023 flagship model with an RRP of $9500, as far as concerned its a premium TV, there shouldn’t be anything wrong with it on arrival, and for that kind of money I don’t want anybody else touching my TV/the contents inside the box other than myself to check it.
It’s no different to physical media, I collect Blu-ray and 4K Blu-ray discs, I don’t agree with retailers like Sanity when they had store fronts unsealing all of their stock, putting the discs behind the counter and the boxes/packaging on their shelves, and selling them to customers like that (they should have implemented better antitheft measures), once they do that in my view it means it’s second hand (especially when it was common for their staff to be careless, they would scratch the discs when handling them and then would still sell them to customers as brand new)… This is a big reason why Sanity hardly ever got my business, and many other collectors felt the same way and I didn’t shop at Sanity because of it. The retailer receives the Blu-rays and 4K Blu-rays sealed from the distributor, and that’s exactly how they should be sold to me and any other customer… The same applies to TVs, or any other product for that matter.
I agree with the sentiment of sealed items. Nintendo used to seal their games and they're considering doing the same again for many reasons. Removing seals in stores (And most are guilty to some degree) eg. Sanity, Ebgames, Bigw, Jbhifi, etc is unnecessary and just incurrs extra work hours.
Down voter face me now! A duel to the bargain, draw your sword, loser pays full price!
It doesn’t sound right, no.
If you go into a retailer and buy a product advertised as being brand new or new, then it shall be delivered to the buyer unopened, and unused. Simple as that. It is not the responsibility of the retailer to test a product before it is delivered. It would be pointless in point anyway as many faults occur out of the purview or reckoning of the retailers initial assessment anyway.
Were I retailer I’d avoid opening or using anything before it was delivered as the customer could claim within reason that the retailer either damaged or abused the product before delivery. How would or could the retailer dispute such a claim with any reasonable validity, or believability?
Now, where the OP HN account would make sense is if the retailer wanted to sell a returned product to an unsuspecting customer in place of a new product.
Imagine - do retailer test fridges, washing machines, dishwashers, and vacuum cleaners before they deliver them? Many of those products cost multiple thousands of dollars but of course they are not tested, or opened prior to delivery.
To me at least it sounds suspicious.
I have had this from Dell Ebay store as well as from Harvey Norman, Pretty sure my harvey norman TV was a return. It has some really awful Blooming issues.
That’s one thing I don’t understand, a customer returns a product due to an issue that they feel is unacceptable, the retailer accepts the return which means they’re acknowledging the issue, but instead of sending the item back to the manufacturer or distributor, the retailer repackages it for sale to sell to someone else.
To be fair to retailers though, yes, there are a lot of moron customers out there, for example, I was in JB HiFi this afternoon purchasing The Crow (1994) BD+4KBD Steelbook, and some gronk customer was returning a Samsung TV that he bought approximately an hour earlier, because it didn’t fit on to his existing TV wall mount. Now in situations like that the customer should have done his research and worked out the vesa hole measurements of both the TV and his mount before purchasing the TV, therefore JB HiFi should not have accepted the return, especially when all they are going to do is repackage it and sell it to someone else.
Retailers purchase their stock to sell it not to own it, however some retailers definitely seem to really like and to want to hold to their stock. Without customers retailers wouldn’t exist, and as a customer I won’t purchase from any retailer that resorts to the practice of opening goods before I receive it… Again, I am paying for a brand new undamaged product in the manufacturers factory sealed box that’s never been opened. My money is mine and I am in charge of it, the retailer has the choice to respect my wishes otherwise they won’t be given it and aren’t deserving of it.
My brother worked for Harvey Norman from 2004 to 2018, and while he was there the staff of the 2 stores he was associated with never unboxed items to check them first when customers would pick them up or when the goods were going out for delivery, and when I mentioned it to him tonight that Harvey Norman are supposedly doing this now, he said it sounds like their standard as a company have gone down hill since he worked there, and that unboxing the item before it leaves the store is unacceptable in his opinion.
I also bought a phone from coles, click and collect, got home and opened the box. Someone had returned a broken and totally different phone in the package. Coles had accepted the return, hadnt looked at the phone properly in the box and resold it.
Worst one I had was a mattress… I bought a brand new mattress (not-floor stock).
What was delivered was in a plastic cover but open at the end, it had stains on it. It was either trial period/ satisfaction guarantee return (Beware - what do you think they do with those?) or warranty return as some bed companies offer. I found a sold ticket in the bag with some other customer's name on it.
As a bit of a germophobe, I was very unimpressed for my multi-thousand dollar bed purchase.
I complained, they claimed it was a mix up and sent the truck back with a new one to swap over, but I was sceptical it was a try on to get rid of a piece of problem stock for people who didn't look too closely.
Good guys and JB say they open and inspect TVs 60" and above
Yep, as I said above, just wasn't sure what size limit it was.
That's why I buy my phones from Telstra, and get them to transfer the data, in front of me.
what you mean by that?
you want them to configure your new phone?
No, JB's minimum size before they inspect & install.
@jonkvh: I still don't understand this though
That's why I buy my phones from Telstra, and get them to transfer the data, in front of me.
you want them to setup your phone?
@Poor Ass: Yeah, I see what I missed in my comment originally. The data is just something I make them do, it's just getting them to do that process, I make sure my 'brand new' phone hasn't been messed with previously by staff etc I don't buy cheap phones.
@jonkvh: you mean you want them to check your data hasn't been used on a new sim?
or you mean you want them to check the new phone to see it hasn't been used?
I used to work at a Harvey’s store (and a JB one too!) that did this. Not meaning to defend them but this is how it worked at my store.
I worked in returns at a suburban store that had a decent turnover of tvs. We had around 2-5 invalid reason returns (broken screens) for TVs per week. We implemented the unbox policy because we couldn’t afford to take $5k-$30k/week in losses from these returns which aren’t covered by warranty. If it is covered by warranty, it’s only because a brand rep has gotten involved and covered it out of good will.
When a customer is picking up a 55”+, it would be unboxed and repackaged in front of them.
When we were giving it to a courier, same thing happened. The courier would then unbox the tv to confirm no damage with the customer. If there was damage, the courier was liable and we would redeliver another tv the same day.
The procedure isn’t there to specifically inconvenience you, it’s to make sure that franchise doesn’t take on heavy losses from a specific product category. The franchisee is forced to buy X amount of TVs from each different brand so they obviously want to make it as profitable as possible. Note that the margin on TVs is razor thin!
Margin on TV's is razer thin, yet on launch day if you know someone that works at JB they can get you around 20% off any brand of TV, and just 18-24 months later that TV is on sale for 40% less than launch price.
Most of these early/clearance sales actually come from Cashback programs offered by the Vendor for sales in that period. Smaller discounts may apply when the retailer has to take a small loss to keep the volume agreement.
@WaffleCrusader - I can understand them checking it with the customer before it leaves the store or warehouse for damage if the customer is taking it and transporting it themselves, however I don’t agree with the retailer doing it at the warehouse or in store before it’s delivered to the customers home. I am paying for a brand new undamaged product in the manufacturers factory sealed box that’s never been opened, if the customer is paying for delivery then the retailer is responsible for that every step of the way until it’s in the customers home safely. It’s hard to feel any kind of empathy for retailers in circumstances like this, at the end of the day they sell TVs which have screens, and there has always been the risk of them getting damaged in transport, if they’re not willing to take the risk then maybe they shouldn’t be selling TVs at all, or they should increase the quality of their handling standards with the delivery companies they use, implementing new procedures. Perhaps retailers shouldn’t have shifted to a contractor/courier delivery model for items like TV’s try to maximise their profits by using contractors (which certainly hasn’t reduced the charge/cost for customers), but rather should have stayed with the their prior method of them owning their own vans and trucks and delivering these high risk items to customers themselves.
When I bought my 7 Dali speakers from JB HiFi in 2008, they were delivered by a staff member of that store, in a white van. The 2 Harvey Norman stores/warehouses that my brother worked at for 14 years have their own Harvey Norman branded trucks, they used to use these trucks for transporting stock between the store and the warehouse, and also for customers deliveries. If keeping up with customers delivery demands started to become difficult with only one truck, then in my view they should’ve invested in another 1 or 2 trucks rather turning to the contractor courier delivery method.
Makes sense. With TV's getting bigger and bigger, there are bound to be some that are damaged during shipment/delivery.
JB has done this at the dock with an LG TV for me.
It was an absolute PITA to transport afterwards because they cut the straps from a bottom opening box and didn't reseal properly with tape.
Picked up a Hikoki Angle grinder from Sydney tools. It was covered in concrete dust so obviously had been used. I assume it was repackaged back into the box and sold as a click and collect. It was wayy too far for me to drive back and return it, so just left it.
BigW sold me an Nokia Xpress music phone in a sealed box recently. Btw I was replacing my 3G phone with it. After reaching home, I realised the seal was void but resealed with a regular tape. The phone had dialled numbers from last month & an SD card from previous buyer!! WTF Next day, I got my money back and a few insincere apologies. Current state of retailing in Australia? 😒
anything cool on the SD card?
A lot of cool stuff but all in 360p QCIF format ;)
Apple format?
The Goods Guys opened the box at the loading dock and looked over a stupidly expensive boardroom TV. They said they'd been caught out with people blaming them for damage.
I wouldn't trust HN though.