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.