Harvey Norman MidValley

To whom it may concern,

I bought a Panasonic plasma television from the said outlet last Sunday (11/07/2010) with the promised delivery date being the coming Friday (16/07/2010). To reconfirm the delivery date , I called to the salesperson on Thursday (15/07/2010). I was told that the stock has just come in and the tv will be delivered in the next two days which is Friday or Saturday.

The salesperson failed to keep his promise and there was not any delivery on either of the two days. So, I called the store instead of the salesperson and was shock to find out from the staff that the stock has not even been delivered to the warehouse! In short, there is no stock. This is puzzling as it contradicts the information given by the salesperson, false information and empty promises instead of the real truth.

On top of that, at the time of purchase of the TV, I was given the choice to buy the extended warranty. As it involves with another RM700, I was undecided. When I asked the salesperson whether I could decide later, I was told this is not possible. The decision has to be made right on the spot and I can not add this warranty on after the purchase. Again, this contradicts the information which I found out later on your website that states customers are given 14 days to decide whether to purchase this extended warranty.

As a highly reputable brand, I find this totally unacceptable. As a customer, I feel cheated as false information was given and I was being misled. This is highly unethical. I sincerely hope the company would take this matter seriously. One of the reasons I chose to make my purchase at Harvey Norman is its high reputation for good service, despite the slightly higher prices of your products as compared to the other electrical appliance outlets. I am extremely disappointed only to find out otherwise. The salesperson is willing to cheat just to get the sales closed. After this incident, I am not sure if I would recommend Harvey Norman to my friends and relatives anymore as I believe they deserve better service for their hard-earned money.


Regards,
Royle

Send this complain email to Harvey Norman last Friday and got a reply from them this morning. I got to say Mr. Leicester, the manager of the store is very professional in handling stuff. Apparently, Panasonic is desperate in closing any possible sales despite their stock problem (the salesperson is from Panasonic and he confirmed with Panasonic before he proceed to close the sales).

For compensation, the manager (Harvey Norman) decided to upgrade my current 42'' v20k to 50" v20k with no extra charges and the awesome part, it could be delivered tomorrow! How cool is that. (I was told that they will claim back the price differences from Panasonic)

If you asked me if I would buy anything from them again, hmm.. why not. Maybe it was just luck problem that this happened. Shit just happens, right? Murphy's law, anyone? What worth mentioning is their being friendly and not being keep denying the responsibility but to offer a win win solution. 50 inches!! What else can I say?

Imagine what will happen if this happens in SenQ, i am not sure whether the same solution would be offered. I am just already bought by Harvey Norman for the 50". LOL

ps: i did cc the email to Panasonic as well, and there is also instant response from them. Shame on them for the stock problem yet still keep pushing sales but bravos to their concerns to this matters (I thought they would not care about this).