David Ryan

I had a fantastic experience that was completed in a day. The lead up was smooth with a predictable payment system and understood exactly what i was getting and paying. East coasts friendly staff filled out the grant paperwork and send me photos of their installation during their work for reassurance. Power was off for the final connections for only 10 minutes. The installation engineer was very friendly and accomodating, even returning the next week to install a wireless access point because he wasnt happy with the wireless signal strength for my installation. You are paying for a quality local company who will remove all doubt from the process and stand by their work.

I recently had a return of an Akai flat screen TV to Nathan in the store who diligently took our details and informed us of the timeline of between a week to two weeks to see if the TV could be repaired. The return process took a little more than a week to rule the TV as a dead loss. Linda from Harvey Norman customer service then rang my partner after being in touch with family members who purchased the gift to let us know what the situation was. We were unable to attend to get a replacement for two weeks, when we re-contacted them there was confusion as they use contact numbers to sort the orders (the number was still for my partners family). this was an issue for Gary our in store contact as the system was not centralized and he could not access any of the purchase information. It caused him a lot of issues over the weekend but Gary continued contact which is generally not easy as customers get impatient (good man Gary). I attended the store in passing in which after introducing myself Gary explained he needed contact from the swords store as he did not have access to the transaction conducted there, He conscientiously helped me pick a future replacement and informed me of the features (dynamic contrast, HDR, refresh rate, panel type ETC). The back and forth continued over the next few days which appeared to be a slight deadlock in which I was unable to come to store when Gary's manager was in the present in the business. I contacted customer service again and happened to get through to Linda who not only remembered the Invoice number from memory, but explained briefly and concisely that the store would be required to do a branch transfer due to the disconnected system. The replacement was gotten today and was placed in my car for me, I would also like to mention the efforts of Jennifer and Clare from customer support who were on to my partner and Gary in store during this issue, Janis who conducted the complicated transaction and Sariu from the facebook team. I believe Harvey Norman stores may be suffering from the silo effect and a few other problems which affect larger companies. An Enterprise Resource management software package may be required to tie Customer service and each store together to reduce issues. Phone numbers being used to locate transactions is not ideal.

did exactly what it said on the tin.