My Wife and I have found Harvey Norman to be pretty good to deal with. In the past the product care has been easy to work with. We recently purchased a hisense Fridge. No complaints, ice maker, plumbed water, and all the drawers etc where we needed them. It really works well. Then we noticed about 5 months later a pool of water on the leeft hand side under the crisper. Wipe it up, it comes back…. of to the warranty.
Who to call?
I pull out the product care brochure and see that product care kicks in AFTER the “Voluntary” manufacturrers warranty ends. Why is it called a “voluntary” warranty? Anyway, find Hisense support number and get on hold. Its taking ages, so I make use of the call back feature, and about 5 minutes later I get a call.
Going through the motions
After explaining to support the issue, the person asks me some questions, then tells me to turn the fridge of – this will supposedly reset the electronics, and allow the gasses to settle. The process was 1. Turn off for 30 mins 2. Turn it on 3. wait 2 hours and see if its stopped. Okay lets play this game.
Same result – water pooling under the crisper drawer.
After setting a timer to remember to come back to the fridge, then wait hours more, same result
Thoughts
So now I need to call back – and im a few hours behind. While I kind of get this support flow, why is it my responsibility to do any of this process? If turning it off and on fixes things, then how long until it happens again?
I wish manufacturers would instead of dodging these issues, would try and use them as R&D GOLD – you have a real world situation – maybe an edge case, but it allows you to ‘battle harden’ your products for long term customer happiness. Overall im pretty ok with things so far, but to all the manufacturers out there – remember service beats product.
Update: Tech is booked
I managed to get time today to call back and let them know I followed all the steps. They booked a tech who will be in touch. Stay tuned!