Saturday, February 23, 2013

Update to Fawlty Hardly Normal

Monday, Mr K came home and asked me if I had made a complaint to HN head office?  Not yet. I haven't been able to actually get to talk to somebody to make a complaint.  I went to their website, looked up the 'contact us' page and was greeted with the usual gate-keeping process of no phone numbers and web-forms.

This frustrates the hell out of me, and I daresay other people too.  It stinks of arrogance, but that's a whole other rant.

I filled out the web-form, with just a request to speak to someone from customer service.  That was all.

I get this reply ...

Feeling very frustrated and as Homer would say "but I am mad now" I went to the HN Facebook page.  I cut and pasted their email reply to me, and just stated that it was rather frustrating.

I get this reply .. (and I can't show you a screen shot because they have removed it!! No bad language, nothing at all nasty, just a cut and paste of their email to me!)

Please advise case number for us to follow-up.

I reply that I would if I had actually got to speak to someone to have a case number.

I left it at that.  End of discussion.  So I thought.

So, back to Mr K coming home.  Turns out he had got a call from the Midland store, our 'dunno' manager who said he had been asked by head office to rectify the situation!

He offered us - a free upgrade to the next model that was in stock, free delivery to our rental home and arranging with the installers to do all this on Friday!

Wow.  I was impressed.  I did not expect any of this, I just wanted to voice my frustration at how their system had failed us.  This offer was beyond my expectations and I was very grateful.  

True to their word, the new unit was installed on Friday, my tenants are happy, I am happy and I hope the customer service dept. feels good.

Thank you Mr Harvey Norman.  


  1. Good result in the end. However what a joke their customer service has been. Fancy having to go to web site to get to speak to someone. Imagine if you were a little old lady with no internet.

  2. The companies think that giving out freebies will make it all better but what they need to do is listen to peoples problems and then they would've have to give out the freebies in the first place. We just want a human voice to speak to and a contact email/phone number. It's not rocket science is it!

  3. At last, however this is something they should have done in the first place. xxx Rae

  4. As I was reading this I was expecting a different outcome. Congrats!