Worst experience ever

[computerflyer]

So a "poor guy" may be straight out of school and is unleashed on customers without training, and the customer should have to accept it? Great customer service model, that!

On the other hand, if retail sales is one's profession it is not very hard to keep up with the basics, or to learn how to find out answers. Either HN has failed training a new hire, or the staff is in the wrong job.

BUT

darkmater wrote > sales persons.... they.... them

which is plural in each instance, not singular, so I suspect it could easily be one or more of lack of training, no sales management or leadership, and perhaps even not giving a damn for quality sales assistance, at that store.

[greatgats]

Maybe the poor guy was straight out of school. Computers change all the time and its hard for staff to keep up. Generally I do my own research before I go into HN.

[NGE]

Harvey Norman has requested and been supplied with contact details for darkmater.

[darkmater]

This sunday afternoon I went to Harvey Norman blacktown to buy a computer, asking for the various spec about the computer, sales persons were very reluctant to show me the details, every time I ask anything they ask me to go to internet and check, I dont know what sort of customer service is that? the computer was 2700$ and they were so reluctant to show me any details.
Anyway, in one point I asked them about the LAN card specification on the computer and a sales person started laughing at me, then I asked him why are you laughing? Guess what ? He aggressvely approached me and start pushing me. he said **** off, come out side I will show you why I am laughing. I was astonished, didnt quite understand why he did that.
he said **** off, we are not going to sell to you, he was so rude and behaved such a way i was out of word.
the sales person name is T, from computer section, I approached second in charge J, and he said he will look at the video recording and then decide what actually happened.
My question is what type of customer service it is?
Could some one follow it up for me? I want to make a formal complain about the issue.

This happened this afternoon, in Blacktown harvey norman. and the guy's name is T, he works in Computer section. Be aware of this guy, he is so rude and aggressive, I dont understand how could harvey Norman management didnt take any further action and let the whole thing go like that.

Tha is the service I have got from harvey norman today.

At the end even the T tolda me **** off.

I just was wondering why are you laughing at me? he said I raised my voice, how funny was that, everything I asked they dont know, they asked me to go to internet and check.It was a $2700 computer and they didnt want to answer any of my questions, their attitude was like, why dont I just pay and take the computer, Why on earth I am seeking customer service.

NGE Note: NGE is happy to supply edited staff names should HN choose to follow up.

[nowayjose]

I have spoken to both the Social Media manager and the Broadway HN Store Manager, and I would like to leave a note saying that my matter has been duly resolved and I am thrilled with the customer service I have now received.

A big THANK YOU to the store manager, Gary and NGE for helping me resolve my complaint. I have to say I was planning on never shopping with HN again and they have left me feeling very content and truly like my business matters.

Thank you very much.

[NGE]

Harvey Norman has requested and been supplied with contact details for nowayjose.

NGE welcomes Harvey Norman on board and asks that members please give the rep the opportunity to assist you.

[Cas98]

"I just had one of the worst retail experiences of my life at Harvey Norman Broadway."

The name says it all. At least they are consistant across the country...

[computerflyer]

A Social Media Manager? It must appear that we do not adequately understand HN's deep commitment to customer service and need it explained to us. After all, having it explained when we must not understand it is far better than experiencing it first hand, right?

It would be more interesting to hear from a Customer Relations Manager, or possibly someone with P/L responsibility who can make things happen, explaining why the topic of complaint should not recur.

In this case apologies cost HN nothing. How HN handled the matter internally would be far more enlightening on the reality of what is otherwise spin.

While we have your attention, care to comment on the subletting issue?

[Thing]

And what are you going to do about it Mr Wheelhouse

Investigate the allegation, counsel staff not to lie, off the OP something for wasting their time after being misinformed twice by your staff or perhaps just write some customer service waffle & post it in here hoping that makes everything better

So if any other potential customers are treated like the OP rest assured HN will answer your concerns by stating they apologise and encourage you

[Harvey Norman]

NGE Note: This post included an email address which was removed in accordance with NGE policy. HN has subscribed to the eAlert service which enables NGE to provide direct contact details as requested. NGE welcomes Harvey Norman on board and hopes the gripes of NGE members can be addressed where possible.

[computerflyer]

Jakblak,

Although I cannot state HN sublets with authority, I can state with authority Myer does with accuracy of 2 years ago.

That being tabled, then please explain why a metro HN franchisee will provide me a credit docket good only in home appliances for returning a toaster, but not honoured in any other section of the store.

The most common sense answer is that it is in some way sublet, or the equivalent of sublet using some other imaginative word. There could well be a reasonable alternative answer, and it is....?

[kadee]

...with very little notice to pack up your life and family and move to another store, in another town, in another state.

[JakBlak]

wow, that is definitely not how the harvey norman system operates, someones been telling you rubbish....

Anyway, if you are upset write a letter to the computer franchisee, or to the flemington administration office, at flemington it gets logged and they follow up to ensure the franchisee himself has responded appropriately.

Harvey Norman is a franchise system, but not like the typical ones, the franchisees have very little rights and it is nothing like a sublet type of arrangement, so they will try to deal with issues themselves and in the best way possible, otherwise they may find themselves moved from a profitable metro store to somewhere in outback QLD where they're stuck earning 45k a year....they dont buy or let the franchise, it is given to them with many many strings attached including how quickly it can be taken away......

[computerflyer]

HN is a franchise. The franchisee then subleases departments to the 'best deal' for him. It is not unusual. Even large stores like Myer and others sublet various departments to specialist retailers.

You get different levels of service, professionalism, and even return experiences as you cross the lines of demarcation.

This is just one possibility of your experience...When there are staff issues (such as a sound sublet playing music too loud all day, staff from other departments sometimes take out their frustrations on the customers to get even. Misguided for sure, but sometimes they have little choice excepting to quit an otherwise good job because of issues with staff in a feral sublet.

The sublet agreements address commercial issues, not behavioural. The principals of the agreement look at spreadsheets and look and feel. No more and no less, in most such agreements. The staff and customers are the losers. For some reason the sublets often have 'the power' and since they return profits it reduces to 'we reported your concerns about <pick something irritating> but they won't do anything'.... or the sublet will shape up for a few days and when the "warning period" expires off they go again for another round.

[nowayjose]

I just had one of the worst retail experiences of my life at Harvey Norman Broadway.

I work in a very similar job myself, and as such I suppose I am a little more sensitive to some things than others but I could not believe the way business is handled there.

I called in my lunch break to find out of they had two products in stock, a PS3 and a PlayTV. Since Christmas has just been and gone I wanted to check stock. I was told after waiting on hold for 15 minutes by the very nice lady that yes, they had plenty of stock. I then asked about accepted payment methods and I was told to speak to "Moodi" when I called in. I asked if she could place stock aside for me as I had to travel quite a distance and leave work early to make it, adding I would pay over the phone. She said "no need, there is plenty of stock".

I arrive in store and wait ten minutes to be acknowledged, understandably they were busy though. I was served by another nice guy who when I requested I speak to "Moodi" he gave me a funny look and said "who told you to speak to him?" then I said I was here to get a PS3 to which he said "we don't have them, we haven't had any for a week". He was very surprised I was told there was plenty of stock. He said I could have the upgraded model if I wanted because it was in stock. I agreed, they took all my details, made me wait another ten minutes before saying "we don't have stock of that either".

I was then passed on to the other side of the room, as apparently Electrical is owned by one person, Computers by another and they do not interact. Again, while this is unusual I can't help how they set up business.

The guy I then spoke to on the other side of the room said they hadn't had any PlayStation 3 stock for a week and that he was leaving employment there so he told me I was "probably lied to". He then took my details under someone else's numbers and said they would call me when stock came in.

I have never seen such unprofessional service and continual lies in my life. I was coerced into coming into the store based on fake stock levels TWICE. Thanks for nothing guys.