Harvey Norman. Refund, Repair, Replace. HTC VIVE

JustASmoothSkin on 23/01/2018 - 14:34
Last edited 30/01/2018 - 22:12

About 2 months ago I bought a HTC Vive, I have had the pleasure to play around with it for maybe 2 hours before having to pack it up and heading back to work (I am working Fly out work) so I did my 2 weeks before Christmas and got back for Christmas holidays hoping to play around with it.

I booted it up and to my dismay one of the controls didn't work, so I called up my local Harvey Norman and they told me that due to Christmas being rather hectic to bring it in after the Christmas rush was over. So I did, they sent it off for repairs and told me they would keep in touch.

It's been over 3 weeks since then and not a word, I called them asking for an update and they told me that they would call back. (They didn't) So now I have just got back from my last swing and decided to walk in and ask, I have been told the
y can't contact the repairer and also have no idea what is going on.

I have asked for a refund or replacement instead but they said they can't do that despite having 2 in stock and that I have to wait for the supplier to contact them.

I feel this is in a direct violation the accc with both "needing to be regularly kept updated on the progress of repair" and "repaired in a timely manner"

What should I do?

Went into Harvey Norman and got a replacement, Found the manager and told him that It was taking to long and wanted a replacement. Had a chat with their tech guy and he went over how they weren't updating them. So the manager got me a new one off the shelf and apologized.

Gaming

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Comments

  • QW3RTY on 23/01/2018 - 15:03
    +3

    From Link:

    You can ask for a replacement or refund if the problem with the product is major. Replaced products must be of an identical type to the product originally supplied. Refunds should be the same amount you have already paid, provided in the same form as your original payment.

    I had a situation with LG when my phone failed in an unreasonable amount of time, and the business end of my email read:

    This product has failed in an unreasonably short amount of time, it has failed a repair that was recommended by LG Electronics and now the lead time for following up my case is becoming unreasonable. This repair and warranty issue has gone on for a third of the time I have been in possession of the phone — which is simply unacceptable. As I am entitled under the Australian Consumer Law, I would like to formally request a replacement of my current defective device with a new Nexus 5x of similar specification.

    Due to a number of time limiting factors, I wish to advise LG Electronics that if I am unable to have my issue resolved by close of business 18 July 2016, I will purchase another phone from another manufacturer and I will make a claim against LG Electronics with the Australian Competition & Consumer Commission (ACCC) under the Australian Consumer Law.

    Make a call to whichever contact you have now and advise them of your intentions, and then send written notice via email.
    I'd be surprised if you didn't have a new one within five (5) business days.

    • JustASmoothSkin on 23/01/2018 - 19:59

      Yeah, I think I will. Seems to be the only thing I can do.

  • c0balt on 23/01/2018 - 16:10

    What's wrong with the controller? Does it turn on? Hold a charge? Not tracking? Buttons not working?

    If they have had it for 3 weeks without a word, I'd be getting onto the ACCC today and calling HN every spare minute to ask for a refund/replacement and cite the consumer protection guidelines and how they are violating it.

    It's not your problem that the repairer won't get back to HN, that's HN's problem and they are shafting you.

    • JustASmoothSkin on 23/01/2018 - 19:56

      Control won't turn on at all, Won't charge and shows no signs of life. Apparently it's a problem with a component in the battery.

  • hasher22 on 29/01/2018 - 13:01

    Call ACCC or Fair Trading, under consumer law, 3 weeks is not 'reasonable', especially with no updates.

    Harvey Norman should give you a refund or replacement.

    • JustASmoothSkin on 30/01/2018 - 22:12

      I got it sorted just has to corner the manager.

      • hasher22 on 30/01/2018 - 23:50

        What was the result?

  • StickMan on 06/02/2018 - 17:28
    +1

    The moral of the story is, don't let the store send stuff for repair.

    • TheOneWhoKnocks on 06/02/2018 - 20:55

      Also been stuffed around by the store for warranty. Went to the manufacturer straight after and they sorted it out instantly.

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