Hi folks,

I'm looking for the terms for the extended warranty that harvey norman offers on its TVs.

I've had to send my TV back 3 times now to be repaired for the same problem (sound occasionally cuts out and there's a constant buzzing) and I'm wanting to find out if I'm entitled to a replacement as their failure to actually fix anything is beyond a joke. Harvey norman, of course, isn't very helpful - they just keep telling me they'll send someone out to pick it up and repair it *again* - not that I have any trust they'll actually succeed in fixing it this time around either.

Considering this started in december and has continued until now, I'm sure my frustration is understandable.

Have you escalated this problem to their managers?

How bout direct call the Customer Service of your TV Brand if its under manufacturer warranty period.

From your post above, i understand that you're runing on your extended warranty currently, so perhaps you could direct call the Customer Service from your extended insurance company and raise your complaints.I believe you could easily get the hotline contact number from the insurance document.

Please update us on this. Thanks.

If all else fails, go to the Consumers Tribunal.

There's never anyone else who can help me. I sent an email off a week ago, hopefully it will get sent to someone who can actually help. If all else fails I could walk into their head office and wait for someone to be free, but it really shouldn't be this hard.

I am indeed on the extended warranty period. I'm not sure who underwrites it for harvey norman (which in part is why I'm trying to get hold of the terms of use - contact details of the underwriter should be a part of it). The insurance document is my receipt - it states on there that I've paid for an extended warranty and that it covers the TV. I didn't get any other documentation to go with it, which on reflection I really should have asked for at the time.

I'm really hoping it wont come to that. I just want a working TV, not even more months of screwing around chasing it up.


What bothers me the most is that my extended warranty period expires in a couple months and no one can tell me what happens if the problems still isn't fixed by then. I get a politicians answer (an answer without an actual answer): "We will make sure the technician tests it thoroughly.. etc etc".

This post has been edited by archive: Jan 30 2012, 03:55 PM

If it expires in a few months, then you better get a job sheet for proof of warranty period.

what are consumers tribunal job role anyway

To protect Consumers from unfair tactics/cheating etc. by Sellers.

Just go to Tribunal office , fill in a Statement of Claim with supporting documents (Receipts/Warranty agreement etc) and pay RM5/-.

In short, Deliver the Sealed Copy to the Seller, he must respond by filing a Statement of Defence.

A date of Hearing will be set for both parties to attend at the Tribunal office. No lawyers allowed to be present.

If Seller don't respond , the award will go to the Consumer.

If Seller don't honour award, report to enforcement Div. at Tribunal.

I believe Harvey Norman is not buying any insurance for cases like this since there's no insurance company documents like i had when i purchase my TV from other stores(for extended warranty). They cover the repair cost themselves, so-called extended warranty.

What I suspect now is they tried to delay the repair, and eventually u would be told that ur warranty had expired, blah blah blah(make hu-ha here and there), and ultimately, get u to purchase a new unit.

My very very personal suggestion here is it would best if you could step into harvey norman and meet the right person in charge from the store u purchase, and tell them your concern about the close expiring warranty period while the issue is still there. Clarify if the repair will still go on until the issue is solved, even when the warranty period is over. You must get a concrete prove that you sent in for repair before the warranty expired, either in paper doc with writings and company stamped with P.I.C name and signature, or any other ways you could think of, to secure yourself. Well, this is just in case they try to make those BIG HU-HA, u got solid prove to slap them back.

No point if u go Tribunal Consumers now, as they will send u back home by saying "go claim for warranty first, try talk nice nice with them". And when the expiry date expired, they would say "very obvious your extended warranty no longer valid" if u have no supportive documents to go along.

Above are just my opinion. These BIG stores always have their tricks-for-treats for their customers.

This post has been edited by eikozai: Jan 31 2012, 10:58 AM

Well if you read my earlier post I did say "If all else fails, go to Consumers Tribunal"

And another post I also mentioned "If it expires in a few months, then you better get a job sheet for proof of warranty period.

This post has been edited by Ngto: Jan 31 2012, 11:09 AM

I got u. Just another reminder for TS chill brother

I remember one case in Newspaper article few years back. One guy was awarded a refund from Sen-Q because the salesman there assured the buyer he was purchasing an LED TV. As we all know so-called LED TVs are just LCD with LED backlight.

Tribunal are very Consumer friendly

This post has been edited by Ngto: Jan 31 2012, 11:15 AM

Couldn't agreed more with you, it was aready well knowned that ToC are friendly Supportive docs are just a way to play nice when the HU-HA times come, and of coz it would ease the ToC job if you have it, as they doesnt need to spent extra time for case investigation.

Thanks for the explanations..you are sure helpful..

You are welcome, hope you don't have to go to Consumers Tribunal anytime in future

Hope so..

How old is your tv set?

I suspect these extended warranties are just of a scam. The terms are probably just to provide free labour charge, nothing more. You might not be covered if they can't find the parts to repair the TV.

Better read the Terms and Conditions carefully.

erm...well, not sure on other extened warranty scheme.

however, panasonic extended warranty is the most genuine and cheapest in the market.

either repair or replace a new set, this is the benefit from buying panasonic tv with panasonic extended warranty.

what brand is the TV? For some brand, you can send the TV directly to service center. This is the solution for fixing your TV. As for harvey norman, I guess you can complain to the brand about harvey or consumer tribunal.

TS warranty from Manufacturer is already over. He is depending on the Extended Warranty from Harvey Norman, which is not related to the Original Warranty given by Manufacturer.

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Added on February 1, 2012, 5:18 pmExtended Warranty provided by Manufacturers themselves should be trustworthy. But Extended Warranty (extra cash pd by Buyer) given by third Party Sellers like HN is doubtful.

This post has been edited by Ngto: Feb 1 2012, 05:18 PM

Sorry to bump a very old thread, but I just want to share my experience with Harvey Norman extended warranty

- Bought LG 42LX6500 3D LED TV on Feb 2011 with 2+3 years warranty, additional RM500+ for that

- Late Feb 2015, was watching TV when suddenly the display went blank, power indicator was ON but theres no backlight at all

- called harvey norman immediately, they requested some details and receipt number, very polite customer service

-The next day, an authorised LG repairer came to my house to pickup the TV

- Yesterday, he brought back the TV after it had been repaired. Forgot to ask whats the issue, but the TV set is fine now, no additional payment requested. Checked the TV running time, looks like it has been reset, must be they changed some internal parts la..

So far very satisfied with the service..