Felt been cheated and Worst experience @ Harvey Norman Suntec outlet and (IT show 2008) - Singapore's Online Community

**Mr.Arus** · 25-03-2008, 04:21 PM

At first, was thinking to get a laptop out of the IT show cos during this kind of show will normally get more freebies and discount... so went around the fair and realise ACER laptop is kinda a good buy. So i walk around to look out for good offers, den i realise Harvey Norman is giving good offer as compared to others for ACER laptops.

Was actually looking at the model 4920 spec, den a promoter came by to intro how good is it and saying the price is lower than yesterday price due to last two days promotion. Looking at it was indeed a reasonable price for this kind of spec, from $1398 drop till $1298 for:

2G Ram, Core™2 Duo T5550 series, Vista® Home Premium, 14.1"LCD, Intel® 965GM Integrated 3D Graphics, 250GB HD, DVD-Super Multi Double-Layer drive (DVD+/-RW) PLUS additional 2 years warrenty by Harvey Norman. 2nd and 3rd year is same coverage as what Acer 1st year covered.

Den the promoter says, for today special if pay $1398 will get additional 1Gb more Ram so total 3Gb and a ATI Mobility™ Radeon® HD 2400XT graphic card. I say i dun wan the 3rd Gb Ram, but can i get a better price with the ATI Mobility™ Radeon® HD 2400XT and other freebies? Den he say must ask in-charge, the in-charge give best offer to me is $1300 which includes ATI Mobility™ Radeon® HD 2400XT and everything stated up there but without the 3rd Gb Ram.

I was like so happy about it and even thank the in-charge many thanks. Upon making payment at the cashier there, i saw a big board written 5 Years warrenty from Harvey Norman!!! i ask the promoter what's with the 5 years warrenty and he say u need to top up additional money to get 5 years but i dont think u need it cause u got 3 years is more than enough for laptop. i replied: ya good enough no need 5 years, 3years is good enough. so i paid for it and collect my lappy happily den go off.

Till e next day den i realise theres no warrenty card in the box so i call up harvey to check things out, they say after a WEEK than u go online ACER web there register will do and so i did it after a week of purchase. Acer replied a email to confirm but it say only ONE year warrenty!!!

Therefore i was curious how come one year, i called up Harvey@suntec and ask, they say for my laptop with this additional graphic card has NO additional 2 years warrenty. I was so angry and unhappy about how come i was not been inform when buying it, yet the promoter still dare to say 3 years is good enough for my laptop. i felt like been CHEATED, moreover the lady in the phone say (all our promoter should know that additional promotion like this kind got No 3 years warrenty but only 1 year). i respond to her:

Ya, maybe ALL your promoters KNOWS it but i DON'T KNOW IT!!! i was not been told by him!!

End up, i ask her to feedback to her manager as she cant do a decision to help me get back my 2 years warrenty. she say; i dun think u can get it back cause it is not written black /white in the receipt or maybe if u want u can purchase e add 2years warrenty. I was so Careless

, a mistake that i did not notice e addi 2 years warrenty was not written in receipt.

Next, the supervisor called and say the same thing to me but he say: give him a day or two to try asking his manager about it to see what can be done and will call up that promoter to confirm everything that i've told him. And so i did, but as i am not going to be around in sing for the next few days so i called the supervisor to informed him i will call him back when i'm back.

when i'm back Today, the very first thing is call up Harvey's to see what respond that supervisor giving me. To my surprise, he say: i have spoken to my manager, we decided that this is not our Harvey's fault, that guy is only a part-time promoter and u should know that IT show that day is very messy one, and since ur receipt does not written black/white got addi 2years warrenty so we are not able to do any thing for you, UNLESS you wish to purchase it from us to get that addi 2 years warrenty by paying addi $150 plus plus!

SO angry after hearing all this from him, like pushing fault to customer and trying to shake this matter off saying not their fault!!! i say to him: ok fine, so this is the way that HARVEY NORMAN service is than i shall post this whole matter to the internet forum to let everyone judge how Harvey Norman service is, he say: ok!

After thinking for 5 min, i've decided to called back to ask for his manager to speak to me personnally to admit what the supervisor told me represent his words for Harvey Norman, before i bring this matter up to CASE there. After waiting of 7 mins due to the manager is on the other line, the manager pick up. and yet dunno how to intro himself first still need me to start first, i'm Mr.Arus, are u the manager of suntec outlet Harvey's? he replied: yes i am. siince he did not intro himself so i ask for his name, he give his name but i resquested his Full name again as i told him we 're having (telephone conversion) so i need his full name (as a proof) before i start asking him to confirm what he had told his staff (supervisor) that replied to me for this matter as i had learned a very good Lesson from them regrading that black/white thing (proof).

He say: i have the right not to give you my full name as ive told you my name and i understand from my staff that you are that Mr.Arus who brought a laptop at........... So i say: Yes, i'm, can you repeat what you have told your staff on how to handle my case? He say, i've say that your receipt does not written black/white about the addi 2years warrenty thing, but i did not say that we are not admiting it's our fault too due to that part-time promoter.
He carry on saying: Mr.Arus, i believe you are a nice guy to talk with and i don't wish to play words to words with you, if the 2 years warrenty is what you want, why not i offer you a 50% off for that 2 years warrenty by Harvey which is $76 incl GST as all this whole matter is a misunderstanding can?

i was really disappointed with all these misunderstanding and poor services and in fact i felt they should give it to me free cause in the first place the fault does not lies on me, i felt been cheater but In end, i decided to think over it for that last offer.

**AudiA6** · 25-03-2008, 04:36 PM

Actually, you did admit that you were careless in your own way. Perhaps you can view this as a lesson and be more careful in the future?

OleoCookie · 25-03-2008, 04:40 PM

I dont think it shud be the consumers fault..
Harvey Norman shud be responsible.. be it part time or full time, it's is still their staffs at fault.
You should give it a try at CASE. be it successful or not

**o0MaRcUs0o** · 25-03-2008, 04:47 PM

true, never try never know, go for it

**sgelite** · 25-03-2008, 04:52 PM

I do not think your oversight of the warranty period not written on the receipt has anything to deem that you are fully responsible for the mistake the promoter committed at the time of your purchase.

You made the decision to purchase on the fact that there is a 3yr warranty on top of the freebies and what not. I felt that Harvey has to compensate you back in terms of some monetary term or honour the oversight and get you your warranty period for their mistake and not just walk away leaving you to bear the responsibility.

Besides, a receipt cannot be fully accepted as a form of warranty and the fact that the omission of the warranty clause was initially deemed accidental but now it seems like this is INTENTIONAL. In principle, I felt that Harvey has not been professionally honest throughout and I would advise that you speak to CASE about it. It is still worth a mention. The fact of the warranty omission is enough to get everyone in trouble at the time of purchase - even though that promoter might be "NEW" (only God knows if this is the truth). So what if he/she is new, I am sure there would be at least a senior and/or supervisor overlooking the issuance of the receipt and what about the cashier. I have been to these fairs and when purchases are made all of them are very mindful what is written on invoices, receipts and etc..

I think you should stand firm as this is a matter of principle and for Harvey to push the blame back to you is totally unjustifiable.

**nurokz** · 25-03-2008, 05:09 PM

I think both side have to bear have some fault..

1. Harvey norman warranty is given by the shop not manufacturer.
So shop warranty usually have associated terms and condition and service charge etc.. TS should have not taken manufacturer warranty and shop warranty as a given.. Should have ask to clarify w higher in-charge..

Especially if the deal is add $2 to get a dedicated graphics card.. its seem that the extra 2 yrs warranty was replaced w the graphics card. An Upgrade in 1GB RAM should cost between$50-$80 since the extra cost is $2 perhaps they removed the added warranty to offset the graphic card..
So such a deal in its self a bit too good to believe and need to be checked..

2. Promoter is concerned about commisions.
as such shows are very hectic, part-timers are often hired to do sales to provide more manpower. Perhaps due to the promoter's inexperience and desire for more comission the promoter might have missed out the clause as he was closing a sale.

IMO, if u feel strongly about the issue, u could go complain to CASE.. but it may take up more tme and cost..
maybe if u really want the 2 years extra warranty, u could settle for the offer..

livinghubb · 25-03-2008, 05:10 PM

Cannot be lei....they not like tat one...
use to buy about 20k + + stuff from them...ok ma....

**sgelite** · 25-03-2008, 06:52 PM

	Quote:			Originally Posted by livinghubb
	Cannot be lei....they not like tat one... use to buy about 20k + + stuff from them...ok ma....

Ya, and when you were at it, I am sure harvey did not get a greenhorn to serve this 20K customer of theirs, did they?

Look it doesn't matter how much one is spending. Negligence here mean negligence. So they should address the matter even if it is a $1 item

misterKIDDY · 25-03-2008, 06:58 PM

From the last few sentences i think they are willing to help solve the case , maybe you should think over it ya ? i think the person who was really irresponsible is the person who was at the IT

Maybe ts , if you try to put yourself in the manager's shoes , although pushing the blame is unacceptable.

Kaze.YonGMinG · 25-03-2008, 07:08 PM

i think u should file a complain to CASE
even in insurance line. whatever the representative says... even if the information is incorrect. the company has to be responsible for his actions....
if he said its a 3 year warranty. is MUST be a 3 year. no questions abt that.

**myzticalz** · 25-03-2008, 07:20 PM

usually these IT shows promoters are there for only a few days, so maybe the staff is not equipped with enough product knowledge to serve you..

like what the others say, try go CASE? i'm sure PCs have 3 year warrenty.. not sure about laptop though, but no harm trying bah..

**PiDanBeR** · 25-03-2008, 07:22 PM

hm..from what I know... your warranty will auto renew after 1year if you purchase for 3yr... I do have the same problem with harvey too... After I checked with Acer, they confirm with me that mine is 3yr... however upon activate of warranty online, it will shows 1 yr... Maybe you can double check with Acer before bringing up this issue to CASE... however 1 thing that harvey is cheating is... the correspondence with the manager.... I have similar case where the sales promoter ask the manager on if can give me 1yr anti-virus usage... the manager agreed... i was so happy with it... next day i went online check.... and actually this 1yr anti-virus came with the package.... I LL le... as no proof of it...

**Ray Ang** · 25-03-2008, 07:35 PM

all promoters are the same,only protecting their own company's interest. So now in this society there are no longer consumer rights anymore.

**boltzz** · 25-03-2008, 07:37 PM

Better buy at IT fair then other places lor, that wat i think as those are honest dealing

**Sgblubber** · 25-03-2008, 08:15 PM

wth!
how can they do this la... maybe its due to the convention and its rather messy so they did this?

**BlacknWhite** · 25-03-2008, 09:08 PM

write a complain report to their HQ and wait for the answer.

livinghubb · 25-03-2008, 10:00 PM

Quote:

Originally Posted by sgelite