Harvey Norman Warranty Vs Manufacturer’s Warranty?

2026 on 12/11/2022 - 11:37
Last edited 12/11/2022 - 17:49

Can anyone explain this warranty system? I purchased a Braun steam iron from Harvey Norman PLUS extra 3 years ‘extended product care’. My understanding was that this gave a duration of the manufacturer’s warranty plus retailer’s extended ‘product care replacement’.

The Braun website says their steam irons have a warranty of 2 years, thus I thought my total warranty/ product care would be 5 years (2+ 3).
However, when I tried to return the iron after 4 years (wouldn’t turn on) - Harvey Norman said the Braun warranty through HN was only ONE year - NOT TWO years as per Braun website - thus I only was covered for a total of 4 not 5 years. It didn’t help when I showed them the Braun website.

The HN sales guy said retailers can offer different manufacturer’s warranties than the manufacturers themselves. Has anyone heard of this? How can HN or retailers offer a different manufacturer’s warranty than the manufacturer?

(Yes, I’ve been told extended product care is not worth it, but after the bad luck of having to return an iron twice in the first year I decided to purchase ‘product care‘ as I had so little faith in its longevity. Yes, I know having an iron last for 4yrs is good going, esp after the initial returns.)

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Thanks for comments so far, but my question still hasn’t been answered (apart from go read the T&Cs): “THE SALES GUY SAID RETAILERS CAN OFFER A DIFFERENT MANUFACTURER’S WARRANTY THAN THE MANUFACTURER THEMSELVES… How can HN or a retailer specify a different time period for manufacturer’s warranty than the manufacturer themselves?

Electrical & Electronics

Related Stores

Harvey Norman
Harvey Norman

Comments

  • randomusername2017 on 12/11/2022 - 11:45

    Yes, I know having an iron last for 4yrs is good going

    Think you've answered your own question in regard to ACL…

    Expiration date of the extended warranty listed anywhere on the documentation provided upon purchase?

    The HN sales guy

    Escalate to someone higher up the franchise food chain that doesn't recite from a script.

    There can be instances where a particular sku is retailer exclusive, but this would be spelt out in attached warranty documents.

  • Ocker on 12/11/2022 - 11:56
    +5

    The warranties HN sell are not an "extension" of the manufacturers warranty, rather a new warranty supplied by a third party. Retailers are keen to flog these warranty extensions as the margin the make is huge, as are the profits the warranty providers make.

  • boomramada on 12/11/2022 - 12:02

    I thought my total warranty/ product care would be 5 years (2+ 3).

    Terms and conditions always trumps the thoughts.

    Having said that, HN warranty usually do instant replacement or credit on faulty products without sending them to manufacture. Hassle free but not worth it.

  • Cuchavira on 12/11/2022 - 13:30

    The company I work for has different warranty periods for each retailer that stocks our products. Usually it’s based on how much we sell the products to them for. If we sell to Kogan, they pretty much pay us cost price so the warranty periods are 1-2 years max compared to if it was purchased directly through us which we would give 5 years. The cost of the product is significantly more through us but basically covers replacements for the warranty period. I would assume it’s the same with Braun.

  • CurlCurl on 12/11/2022 - 13:37

    Surely that would mean you would need different warranty cards.

  • oscargamer on 12/11/2022 - 13:40

    You need to talk to Braun to establish what warranty your item has at the time you bought it from HN

    HN have a vested interest to say the manufacturer warranty is only 1 year. You need something from Braun saying it was 2.

  • AndyC1 on 12/11/2022 - 14:03

    Read the Brauhn and expended warranty doc that was supplied when you bought the iron.If you do not have it then you will need to ask for the docs that were applicable when you bought the iron.

    What do the docs say? Not what the web site says now or what verbal crap you have been give, but hard documented details.

    Warranty periods change and as such you need to keep the paperwork that was with the appliance in order to claim the correct warranty later.

  • dcep on 12/11/2022 - 15:22

    Some retailer only entertains 1st year of warranty claims and palm off the remainder period for consumer to deal direct with manufacturer / distributor themselves.

    But i guess this is against ACL.

  • 2026 on 12/11/2022 - 17:41

    Thanks - I only kept the receipt thinking that would be enough for a future claim, but I guess I’ve learnt a lesson here.

    • oscargamer on 13/11/2022 - 10:03

      Please just contact Braun and ask them what warranty your item had at time of purchase .

      You've gone to the effort of asking HN and us. Just ask the company that knows and doesn't have anything to lose by telling you…

  • jv on 12/11/2022 - 23:13
    +1

    The HN sales guy said retailers can offer different manufacturer’s warranties than the manufacturers themselves.

    No they can't.

    • satanz07 on 13/11/2022 - 15:46

      Yes they can..
      If u go and look up to microsoft laptops at harvey norman website it shows 2 yrs manufactures warranty.
      If u go and look up the same laptop at microsoft website they only offer 12mnths of manufacturers warranty.

      • jv on 13/11/2022 - 15:47
        +1

        Yes they can..

        No they can't.

  • solidussnake on 13/11/2022 - 08:48

    My time at JB it would have been the full two years manufacture then 3 years start after that.. just another reason to never shop at Gerry as usual.. can't even abide by ACL

  • Brian McGee on 13/11/2022 - 12:09

    If there were no express warranty conditions told at the time of sale, or on printed advertising around the item, then the manufacturer warranty is the same for all stores or outlets. Then your 3 years store warranty goes on top of that. Is/was the product a Harvey Norman exclusive, or can/could it be found at other retailers?
    This looks like a deceptive and misleading statement and could be reported to ACCC and a case for you to contact fair trading for help with mediation/compensation.
    Remind them of the Australian consumer guarantees and see if they want to play that game.
    I had LG back down and repair a 5 year old NeoChef microwave when the inverter failed. Their promotional materials all said “10 year inverter warranty”, but when you look in the warranty documents in the box, it said the part only was covered. This goes against the ACL guarantees by hiding information until after purchase that may have affected your decisions if it was known beforehand. Warranty conditions or terms cannot be hidden, and any discrepancies are in the favour of the person that didn’t write it.

    • 2026 on 14/11/2022 - 13:01

      Thank you !

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