Harvey Norman Toowoomba — Local services in Kearneys Spring

DO NOT WASTE YOUR MONEY HERE! Take your money elsewhere. They do not value you as a customer.

Purchased a laptop in November, it's dead by July. Take it back and they advised that I will have to be without my only laptop used for work and study for 2-4 weeks. I advised I don't want a repair, I want a replacement or refund and they advised it's not an option as it must go to the manufacturer for “assessment”. After being bullied into it, I left the store disappointed and feeling like I had been thoroughly gaslit. I called them back to try and make my case and lodged a complaint via their website but was told I had no rights for a refund and that it had to be sent away.

In the days to follow I received multiple phone calls from people at the store regarding the complaint I lodged online, where they spouted the same nonsense and refused my claim for a refund under consumer law. I advised I wanted a refund not a repair and they said I would receive a call once it was with the manufacturer and they had determined the issue. So thinking that would happen and it made some sense that they determined I hadn’t done something nefarious to my laptop I waited patiently.

Flagrant disregard for consumer rights and more occupied with their own "rights" than customer satisfaction and consumer law. Upon a bit of research this seems to be a common theme with Harvey Norman stores and ACCC has fined multiple in the past for this exact issue.

Go somewhere else if you value your own peace of mind.

UPDATE: I received a message saying my laptop was ready for pick up and had been repaired. I never received a call or the option to claim my refund, as I had been advised previously. When I asked what the nature of the issue was they advised it had been a “system failure” and that the motherboard had to be replaced!!! Now I know I wouldn’t have purchased the laptop if I had known that it would have such a significant issue just 8 months down the track. But according to Harvey Norman a motherboard replacement is not considered a major failure, because it was repaired under warranty by the manufacturer. I tried to explain to the manager and “techie” that my claim was not under the warranty or with the manufacturer, but with them under ACL - you can’t tell me a laptop that does after 8 months meets the “reasonable quality” consumer guarantee. They bullied and intimidated me staring me down and staring “it can go no further, it is repaired that is all you’re entitled to”

All in all, they will tell you whatever the hell they want to get you gone, they have no respect for their customers and no understanding of consumer law or the manufacturer-retailer-consumer relationship. My guarantee under ACL is with them not Acer… don’t shop with these absolute conmen, go...

A working product (with known damage) with product care has been returned not working. The Acer swift 3 has been returned as an entirely dead unit. The known damage pertained to a crack in the screen, acer accessed the laptop with a quote for repair, after declining the repair the unit was returned and collected. The unit was not signed for on collection nor was the unit turned on by myself or a team member before leaving the store. After speaking with an FM (Lee) he conceded that the unit should have been returned in the same order as received by the store. Lee asked me to return to the store to trouble shoot, after trying some cold trouble shooting over the phone.

The interaction has been very, very poor to say the least, as a customer I refuse to accept to be treated this way and am preparing to seek advice from the product and consumer Ombudsman about my rights regarding the computer. Scott confirmed that then unit was running when return from Acer, and they have real proof of this. When questioned further Scott extremely rudely offended me religiously with a statement "Oh my God!!", after be requested to provide the proof. At which Scott indirectly retracted the statement, then stated the he never he had proof the was work when leaving the store.

Suffering from multiple severe chronic disabilities, I do not have the capacity to come to the store on demand and during the time of service myself and faimly were hospitalised in both Brisbane and Toowoomba for close to 3 months. To Scott rudely pointed out that the stock sat for an extended at the store as an act of neglect of my properly, which he retracted after mentioning the hospitalisation and my multiple disabilities.

A Harvey Norman staff member indicted that any product care from this point would all be blamed on the damage to the screen although it was working when returned to store as required. Acer and Brightside both showed little compassion nor a sense of customer service training during their "attempts" at resolving my issue and returning the unit in the condition is was signed into the care of Harvey Norman. The fault was reported immediately, as my disabilities allowed, within 24-48 hrs of collection after attempting to charge the unit. Scott also conceded that it wasn't a charger issue but an issue with the unit. The only rewuest was to have the unit returned in working order, it is my right as a consumer to refuse product price's without further retribution.

Do not bother with Harvey Norman go to JB where the customer is...

Turn around, try to avoid big brand Harvey Norman. Dont let yourself sink into the abyss as I did.

I brought a 43inch 4k high end monitor and paid a extra Harvey Norman warranty for 5 years. Not even 5 days Im running into a green screen when I try to get its 144hz refresh rate as It says it could.

When I returned this product to store and the first staff saw my photo and instantly he said" oh its faulty one, take it to the service desk and we will deal with it. and he helped me carried the big heavy box.

Interestingly, after further examination the service desk guy told me they not going to solve this problem cause the screen is broken. And I admitted there was a broken spot that I made when I try to rotate and flip the screen on my desk and I told him the because the screen was faulty and I had to took a whole evening to find a solution to get it working. Yes,I indeed physically chipped a conner, but if its not faulty I wont broke it. He doesnt seem to care and yelled out loud he was not going to take it and do any replacement or refund to me because this product is broken.and he told me to sue him with consumer affair.

Anyway, he doesnt want to solve the problem for me, but there was another sale staff also listening he suggested to get the screen fix first and I pay the whole lot and they will further exam see if its faulty or not.

Ok. Let me ask you, why would you buy a 5years harvey norman product care if these guys are not even give a damn about your rights and such disrespect attitude towards its customers.

Save your headaches guys. Toowoomba Harvey Norman they want you to spend money on them but wont respect your basic human rights and consumer rights. DODGE BUSSINESS PRACTISE.

I regret to be a long time supporter of this local business, and wont buy any thing and wont advice anyone to buy from them. You have the whole world to get your products from and for example, Amazon will solve your problem instantly.

Thank you for your time reading...