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

    • Ughhh on 12/01/2023 - 20:47
      +2

      impossible to know with out a doubt before purchasing, no matter how much research if it will be fit for my purpose or yours

      Unless you were told by the sales guy, it doesn't need to be fit for your purpose, it just needs to be fit for the purpose as advertised. Otherwise you could keep "buying" a new fridge and return it because it didn't bake your cake.

    • SolitaryMan on 12/01/2023 - 21:17
      +2

      Nobody here nears to follow either link to know that they’re irrelevant.

  • kerfuffle on 12/01/2023 - 08:20
    +9

    Another classic post from the OP.

    • SF3 on 12/01/2023 - 09:12

      Another classic

      Seems to fit the theme of having the cake and eating it too.

      • Barca123 on 12/01/2023 - 10:35
        +5

        And then exchange that half-eaten cake for another one…

        • Mikeer on 14/01/2023 - 06:03

          Well you see, that cake didn't make them look as good as the other cakes did

    • Rev0lt on 12/01/2023 - 09:49

      Nek minnit - why are things so expensive in Australia?

    • gimme on 12/01/2023 - 10:28
      +2

      just lol

    • Nillionaire on 12/01/2023 - 12:25
      +3

      Lol. The iPhone 14 Pro does take good pictures of people. Even if the S22 Ultra takes subjectively better photos, the iPhone 14 Pro is objectively fit for purpose. Also it's the Pixel phones that are currently considered ahead in photography so by your logic, if they didn't recommend that, then they recommended a phone not fit for purpose. Lol.

    • SolitaryMan on 12/01/2023 - 21:18
      +2

      The phone works just fine for taking photos of people. The OP and his wife…. not so much.

  • AssociatedBewareOfThe Dog @ Harvey Norman on 12/01/2023 - 09:13
    +2

    Call 02 92016111 - Ask for Gerry. :)

    • Associateddisturboed @ Harvey Norman on 12/01/2023 - 10:12
      +1

      no, no, they should ask for Katie, she'd sort it out!! haha

      • AssociatedBewareOfThe Dog @ Harvey Norman on 12/01/2023 - 10:27
        +1

        She's the real boss.

        • nobro25 on 14/01/2023 - 09:07

          I thought Karen was the real "final boss". No?

      • payless69 on 12/01/2023 - 10:55

        She sent Gerry to sell more vacuum cleaners after all that is what he is educated for….

        • Associateddisturboed @ Harvey Norman on 13/01/2023 - 09:32

          just don't ring their head office. ring the magic millions office, the horses are on.

  • pjcook on 12/01/2023 - 09:48
    +9

    First mistake shopping at HN…..

    • hasher22 on 12/01/2023 - 11:30
      +6

      This!

      There was an OzB post about a chromecast being on sale without the sale price tag. I was like a nice 40% off I think. Went into the Blacktown store and asked to price check the item, the rep was so rude and was like "the price is there" and im like… "no, it may be on sale" and she's like, "if it was on sale, it would say it". Anyways I took the item, took it to the front counter for another rep to scan. The original rep followed me and watch it scan, it was the discount price, she then proceeded to stop the sale and asked for a manager to confirm it is the price.

      20+ minutes later after the manager made a few calls, it was legit.

      MY GOD…….

      • AssociatedBewareOfThe Dog @ Harvey Norman on 12/01/2023 - 11:56
        +1

        FFS - All they had to do was lookup the item on POS, and it tells them what the current online price should be on the Top right hand side of the screen!

        Also, all new stock (with the exception of major hardware items) shouldn't be showing the price on the sticker anymore, to avoid customers getting confused.

        • hasher22 on 12/01/2023 - 15:37
          +2

          Thanks for the info.

          From what I remember, the website still showed the full price, the OzB post stated to go in-store and buy it, and the price should be the discounted price. I don't know if it was just a pricing oversight? But it was a legit discount.

          I understand the rep stating it can't be on discount cause of no visual queues then help me scan it if she wanted to prove she was right, but to refuse to scan it for me and check the price and having this 'are you stupid' attitude got me.

        • payless69 on 13/01/2023 - 10:07

          The advertised smartbulb here was also magically NOT on special at our local store.

          Hardly Normal they say for a reason!

  • Bob Svargis on 12/01/2023 - 10:08
    +16

    Entitlement like this is why we can't have nice things

  • Davo1111 on 12/01/2023 - 10:29
    +2

    It's been opened, they can't sell it as new to another customer. Nor do they have any legal obligation to accept your return

    Thanks for the laugh.

  • Karfaffel on 12/01/2023 - 10:29
    +3

    Never ever buy Apple products from HN. That was your first mistake.

  • gimme on 12/01/2023 - 10:30
    +23

    Post a pic of the Mrs and we'll let you know if it's the camera or user.

  • MrMoo on 12/01/2023 - 10:32
    +1

    Apple stores have a very good return policy. It's no questions asked 14 day return as long as it's in still new condition. However you pay RRP, so those fancy 10% Off's you see at JB hifi aren't available in the Apple store.

    Of course you had no idea you wouldn't like the iphone but i would suggest next time if you are buying something of Apples at RRP just get it from the Apple store.

    • robothat on 14/01/2023 - 15:34
      +3

      Apple Stores price match

      • SitarBoy on 15/01/2023 - 00:11

        This is a good tip that most people dont know about! They cap it at 10% and you get the benefit of buying it from Apple and only dealing through them post warranty!

  • yamahamoto on 12/01/2023 - 10:44
    +3

    Thanks op for a good laugh to start the day

  • beefmaster on 12/01/2023 - 10:54
    +1

    They rarely accept change of mind return especially if it is open because they cannot re-sell it. You may get an exception if you are like a regularly customer that have spent a lot of money in the store. Will need store manager approval.

    With these type of return (if they do accept), I "suspect" the manager raise a DOA with the wholeseller to avoid incurring the cost.

  • Herbse on 12/01/2023 - 10:55

    Sell it on marketplace

    Edit. But please don't get scammed.

    • hasher22 on 12/01/2023 - 11:26
      +2

      If the OP doesn't know basic exchange and/or return policies, especially for change of mind then I highly doubt they can sell the phone privately without getting scammed.

  • ribze1 on 12/01/2023 - 11:18
    +5

    I expected this to be typical scummy behaviour from HN but no it is an entitled OP.

  • JimB on 12/01/2023 - 11:23
    +1

    I wonder if the OP and his wife would be happy with buying and paying for a new Samsung but instead getting another's customer's returned and used phone, in original condition of course?

    lol

    • leeweesquee on 12/01/2023 - 15:27
      +1

      Empathy? In this day and age?

      • causeimbatman on 13/01/2023 - 06:09
        +1

        At this time of the year?

        • GregRust on 13/01/2023 - 08:26
          +2

          At this time of day, localised entirely within davelarz kitchen?

  • ahly92 on 12/01/2023 - 12:13

    And that's why I only buy my electronics from Costco, peace of mind 90 days returns no questions asked

  • Nillionaire on 12/01/2023 - 12:16
    +4

    Are you going to return the S22 Ultra for a Pixel 7 Pro when you find out they take slightly better photos of people?

    • spackbace on 12/01/2023 - 14:14
      +4

      And then return for an S23 after it's announced in Feb

  • vchar on 12/01/2023 - 13:02
    +3

    I don't know anyone in the right mind asking for exchanging a used phone for a new one. I don't like the way HN handle warranty things as I had a bad experience with them but the OP's request is unfair regardless what their policy says. If the OP put himself into the seller's shoes, I'm curious how would he deal with the request?

  • drfuzzy on 12/01/2023 - 14:32
    +2

    Has your wife ever tried to swap you?

    • vchar on 13/01/2023 - 14:59
      +1

      i'm more curious whether the op has ever attempted to return his wife for a refund though.

  • Stevecro on 12/01/2023 - 14:53
    +1

    You are entitled to whatever you wish…take the matter to the Supreme Court

  • cashless on 12/01/2023 - 14:59

    How else is Gerry gonna make his money to feed his racehorses?

  • leeweesquee on 12/01/2023 - 15:24
    +8

    Thank christ im out of retail.

  • herecomestheoost on 12/01/2023 - 16:08

    :D

  • OzzyOzbourne on 12/01/2023 - 16:11

    Does Apple's change of mind policy mean that they are potentially reselling phones that have been used for up to 14 days as new?

    • spackbace on 12/01/2023 - 16:15
      +2

      Likely given to ppl who put their phone in for repair/replacement. Many ppl have said they've received refurb phones in exchange

  • tharlow on 12/01/2023 - 17:49
    +15

    Fortunately Australian Consumer Law has you covered. I’d get in touch with the ombud, and Harvey Norman will soon be singing a completely different tune. If you’re not already aware, ACL guarantees the consumer that they can return the original empty box to the place of purchase for a full refund, provided the consumer is still alive. Additionally, there is a provision for an extended warranty up to the limit of the owner’s memory of which store they actually purchased it from

    • spackbace on 12/01/2023 - 18:04
      +3

      that they can return the original empty box to the place of purchase for a full refund

      I see what you did there

      • tharlow on 12/01/2023 - 18:06

        Retain the original packaging or it’s game over

      • ef7411 on 13/01/2023 - 10:24
        +10

        How do I laugh react this comment

      • AssociatedGOMOOTYPRO @ Harvey Norman on 13/01/2023 - 13:53
        +2

        LOOOOOOOL

      • dbun1 on 13/01/2023 - 14:05
        +2

        That one went straight over the head!

      • ChrisLevo on 13/01/2023 - 16:45

        You do know that you have had the urine removed from you, don't you?

        Pure gold, if not.

      • AssociatedBewareOfThe Dog @ Harvey Norman on 14/01/2023 - 10:14

        Google Ombudsman?

      • McFly on 15/01/2023 - 10:38

        You can only do it on a Samsung.

  • Hangryuman on 12/01/2023 - 18:07

    'in the Apple Store they have a change of mind policy … Do Harvey Norman have a right to refuse to exchange the phone?'

    Duh - yes.

  • JelIyfish on 12/01/2023 - 19:51
    +4

    I hate HN as much as the next person but this is ridiculous.

  • Weezle on 12/01/2023 - 20:45
    +1

    Wow first world problems 😂 nice joke

  • tessel on 12/01/2023 - 21:43
    +2

    I feel for people working in retail.

    • tharlow on 13/01/2023 - 10:33

      It’s a shame the rest don’t work as hard as the fabulous for

  • Daddy Chill on 12/01/2023 - 21:54
    +3

    Harvey Normal: The store where middle aged white folk go to get fisted

    • Hangryuman on 13/01/2023 - 13:25
      +2

      lol - especially if it might apply to the OP … ?

  • DONMAI on 12/01/2023 - 22:01

    Dun goofed, get denied, probably been told by others exactly what majority of people here are saying yet no embarrassment in posting it here online. Wow. Somewhat impressed.

    Good luck with the situation, in the end it's only bit of $, and hope the experience improves your decision making in the future and avoid anything like this happening again.

  • Rillanon on 12/01/2023 - 22:14
    +1

    I'm no hardly normal lover but seriously the law goes both ways, Shop has the right to refuse change of mind.

    • tharlow on 13/01/2023 - 10:37

      Even if the law goes both ways, the criminals always seem to find another way

  • Heaps for Cheaps on 12/01/2023 - 23:16

    I absolutely despise Gerry Harvey, Ian Norman, his wife, ex-wife and future wife and anybody even remotely associated with his shenanigans.

    However, the store employees have been pretty good last few years. But your exchange would be a no, the law doesn't require them to refund on change of mind.

    Apple does, so when buying Apple I usually tell people to buy from the Apple store direct as you can feel better knowing that if you don't like it you can exchange it without hassle.

    • Hangryuman on 13/01/2023 - 13:26
      +1

      I heard that the 'Go Harvey Norman !' TV adverts were not so much aimed at customers, but mostly at the staff

      'feel excited about your opportunity to make even more money for a billionaire - yay !'

  • cute as duck on 13/01/2023 - 05:31
    +7

    Can't believe I am rooting for HN due to this ridiculous post.

    • Davo1111 on 13/01/2023 - 16:10
      +1

      Ikr, I'm split because it's against ozb law to like HN

  • DiscoJango on 13/01/2023 - 08:31
    +3

    OP buys a big mac, tries to return it at hungry jacks.

    • tharlow on 13/01/2023 - 10:53
      +1

      Great idea for a follow-up thread! Stay tuned for the next episode of Hardly Normal Switcheroos: “Sir, this is a Wendy’s.”

    • pharkurnell on 13/01/2023 - 12:44
      +1

      because it doesnt look like the ones in the advertising boards in store??

      • DiscoJango on 13/01/2023 - 21:10

        I actually bought a mcdonalds burger that:

        a) had been put together with care
        b) kinda looked like the advertising burgers

        i was seriously impressed!

  • IMadeYouReadThis on 13/01/2023 - 10:54
    +2

    Sorry OP, most of mobile phones can't be returned once registered to someone's account. If it was unopened then no issue, take it as a learning for next time.

    PS. Pretty cheap from other members who instead of answering a genuine question, making fun of it.

    • Davo1111 on 13/01/2023 - 16:11
      +1

      If it was unopened then no issue, take it as a learning for next time.

      Just wanted to clarify, they are under no legal obligation to accept it. But many do exchange unopened.

  • Breno785au on 13/01/2023 - 11:04

    I call BS on not liking the camera.

    • BluebirdV on 13/01/2023 - 11:06

      I swear we don't look anything like ourselves used to look on the Samsung S21FE she is upgrading from. We look downright awful. Hope there is a software fix. We can't go back to the old phone as the screen and one of the cameras is damaged. Better explanation than me: https://www.youtube.com/watch?v=88kd9tVwkH8

      • Hangryuman on 13/01/2023 - 13:29
        +1

        'I swear we don't look anything like ourselves used to look'

        could this be anything like that weird phenomenon called aging … ?

        I had heard that Samsung tended to overbright colours - i.e. impressive but artificial - is that what you prefer ?

        I just want honesty ! … 'does my bum look big in this ?'

      • Typical16-bitEnjoyer on 13/01/2023 - 14:51
        +2

        Post comparison here pls. We'll be the judge of that.

      • redslert on 13/01/2023 - 17:17

        Samsung camera software by default edits the photo to make them softer which is why girls like taking selfie photos using Samsung because it makes then look better.
        It applies a soft-filter making skin look smoother…

        iphone takes photos like reality without those filters by default.

        You've just been hit with reality… live with it because anyone in person looking at you is what you are now seeing in iphone.

        • BartholemewH on 14/01/2023 - 23:49

          Exactly. My Realme applies this 'beautify' shit by default. I have to turn it off every time. After all, why would anyone actually want photos of my family/children as they actually look?

      • dbun1 on 14/01/2023 - 08:02

        You can apply the filters and settings to make the iPhone photos more like the Samsung ones.

        This might help alleviate some of the issues.

        The iPhone camera is very well regarded, so there should be no issues with the quality of the photos, just the processing differences between manufacturers

  • dbun1 on 13/01/2023 - 13:43
    +1

    Surely this is a troll post??? Having said that, we still have print "do not drink" on bottles of bleach.

    • Bob Svargis on 13/01/2023 - 16:59

      Same with battery acid. I despair for society after reading questions like this.

  • Slippery Otter on 13/01/2023 - 14:25

    If you used an Amex Ultimate Discovery you can try and lodge a claim:
    https://www.americanexpress.com/au/credit-cards/membership-b…

    Up to $500 they will cover called "Card Refund Cover"

    • Davo1111 on 13/01/2023 - 16:14

      Go and read the terms and conditions. It says if the item is unused AND specifically lists smartphones in their list of exclusions.

  • jaimex2 on 13/01/2023 - 14:40

    Pretty simple solution.

    Return it saying it doesn't work as advertised.

    • Typical16-bitEnjoyer on 13/01/2023 - 14:51
      +1

      Pretty simple response.

      HN test it and it operates normally.

      • dwarves on 13/01/2023 - 16:43

        Pretty simple OP.

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