Suspect Harvey Norman Sold Me Incorrect Refresh Program

Krytonx85 on 14/02/2023 - 22:14
Last edited 16/02/2023 - 17:04

Hi Folks.
I know I am going to get a bit of flake but wanted some advice nonetheless.
I bought today in the evening a Samsung s23 ultra on the current Optus deal.
I was enquiring about the Samsung care refresh plan. The seller was keen to sell it to me and in fact discounted it from 249(which matches with the Samsung price.
) to 170
When I came home and checked I see the bill mention the program as "Mobile Refresh" which I suspect is Harvey Norman's own program that just does screen replacement and unlike the Samsung program does not cover the full mobile replacement.

I suspect this mobile refresh is https://www.harveynorman.com.au/customer-service/mobile-refr…

Is there something I can do?
I realize it's more or less a he said I said situation with no evidence to back what I requested originally.

I am planning to go in tomorrow and talk in any case to see if it can be cancelled . The t and c does not talk about cancellations
https://hndgwww2.blob.core.windows.net/hnau/22%2011%2023%20Mobile%20Refresh%20customer%20facing%20terms%20and%20conditions%20(FINAL%20v2).pdf

================

Update(16th Feb):

Spoke with the franchise owner or some top boss - we settled with a 100$ HN gift card. I did not want to pursue this further.

Btw the store is Harvey Norman Blacktown NSW.

One thing that I noticed as part of the discussion is that the owner kept pushing the blame to me and that he trusts the employee and I am trying to con him (basically he suggested that I bought the HN plan and went back home and saw the Samsung plan and changed my mind and cooking this story up!)

In any case thanks guys!

Mobile

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Harvey Norman
Harvey Norman

Comments

  • 7ekn00 on 14/02/2023 - 23:12
    +4

    Always better to do research BEFORE a big purchase, not after :/

    Fingers crossed they will be reasonable, but it's Hardly Normal, so don't expect too much :(

    • Krytonx85 on 14/02/2023 - 23:42

      :(..fingers crossed

    • Krytonx85 on 14/02/2023 - 23:43
      +1

      Thanks for the link! quiet useful for my discussion with them

  • trustnoone on 15/02/2023 - 01:00

    I suspect this mobile refresh is https://www.harveynorman.com.au/customer-service/mobile-refr…

    FWIW I clicked on the link in step 1 of the Harvey Norman page and it brought me to: https://mobilerefresh.asurion.com.au/

    Note the "Asurion" in there. Now head to Samsungs version here: https://www.samsung.com/au/offer/samsung-care-plus/ and go lower and you see the link:

    Make a Swap or Mobile Refresh request here
    https://asurion.samsungcareplus.com.au/

    Looks like they're both selling you the same third party service. One that Samsung support will very much fob off and not help you if you have any issues with them. (Source, brother had issues with them).

    —— edit
    I think I misread it, your issue is that the price covers different things, not that they're the same third party vendor they're paying off to.

    • Krytonx85 on 15/02/2023 - 01:14

      Yes that is correct - however from what you say - neither of them are really worth it .. From the looks of things, I guess it would be good to ask them to swap with Samsung care plan or just cancel it and save the money …

  • bobbified on 15/02/2023 - 09:53
    +1

    The seller was keen to sell it to me …

    Isn't that every salesperson? 😂
    (I would be very surprised if they weren't keen!)

    • Nillionaire on 16/02/2023 - 14:12

      Nah some use reverse psychology

      "You really should get this!" vs "Well if you're confident you won't need it then I won't add it"

  • pharkurnell on 15/02/2023 - 10:01

    What did they say when you went back and asked them?

    • Krytonx85 on 15/02/2023 - 10:28

      They rejected it ..the sale guy's boss rejected it.

      They have asked to come again tomorrow to speak to the top boss :O

      Have to try again tomorrow I guess.

  • Baysew on 15/02/2023 - 11:12
    +3

    I know I am going to get a bit of flake but wanted some advice nonetheless.

    Because you didn't get it in whiting?

    • Krytonx85 on 15/02/2023 - 11:28

      What sort of writing ? I did not record the conversation. The only written item is the invoice which shows the "care refresh" program.

      Again I know its more of a he-said-I-said kind of deal but it seems that this is sort of silent malpractice

      • WatchNerd on 15/02/2023 - 12:33
        +2

        Yep it doesn't matter if it's in whiting or not. You asked about the Samsung care refresh plan & was sold something else.

        Information must be accurate and truthful
        Any information or claim that a business provides about its products or services must be accurate, truthful and based on reasonable grounds.

        This rule applies to any communication by a business, including through:

        • any information provided by staff, whether verbally or in writing
        • stampella on 15/02/2023 - 12:45
          +1

          As for useful advices instead…^^^^ This. ACL is your best bet and it should apply to you as per your description of the events.
          You have been given and billed for a different service than the one you requested, without your knowledge or consent.

          • Krytonx85 on 15/02/2023 - 20:30

            @stampella: Thanks @stampella @WatchNerd for the advice. If HN does in fact not do anything - how can one enforce the ACL ?

            ==
            Also as for evidence is concerned - I m not sure what I can provide ( if I had to go to some agency like fair trade NSW). The only thing I can think of is the fact that did not provide any documentation about the service (T&C ,service card,etc). It was just a item in Invoice. Having said that, I am not sure it is mandatory and/or I can prove it was not provided (maybe security cameras lol)

            The sales person can and most probably will claim he did in fact discuss the care refresh program.

            • stampella on 15/02/2023 - 22:28

              @Krytonx85: ACCC and fair trade NSW are your starting points. Start by showing that you know you rights under the law and that you are committed to pursue this with the relevant orgs.
              I believe it would be totally reasonable for them to put you on the care plan you originally requested (eventually with you covering the price difference) and chalk it down to an "employee miscommunication" as opposed to a misleading sale tactic. Don't be intimidated, if what you described is accurate, the law is with you

      • dtxau on 15/02/2023 - 12:36
        +1

        I guess you didn't get the joke…

    • stampella on 15/02/2023 - 12:34
      +2

      Let's hope OP will not get fried then

    • bargaino on 15/02/2023 - 13:50

      I cod have predicted that. They will continue to skate around the truth.

    • try2bhelpful on 15/02/2023 - 16:56

      One man’s fish is another man’s poisson.

  • [Deactivated] on 15/02/2023 - 12:46

    @BewareOfThe Dog works @HN & should be able to assist

    • WatchNerd on 15/02/2023 - 12:57
      +1

      I wonder if Gerry is aware of that, he hates professionals.

  • pjetson on 15/02/2023 - 15:53
    +1

    I know I am going to get a bit of flake

    That's good, isn't it? Flake is getting pretty expensive nowadays.

  • AssociatedBewareOfThe Dog @ Harvey Norman on 17/02/2023 - 12:53

    Thank you for the Update OP.

    $100 GV is a reasonable outcome.Well done OP ;)

    • Krytonx85 on 17/02/2023 - 12:54

      Thanks mate

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