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Thomson Washing Machine / Appalling Cusomer service

1 Singapore

This conversation was taped.

Our Thomson washing machine (purchased 20.1.2011) at Harvey Norman is under an extended warranty and has malfunctioned four times in the last four months. In each instance the problem has been the same - it doesn't drain water. The second and third time I asked Harvey Norman to ensure that it is repaired properly.

These are the questions I put to Harvey Norman on 16th May 2013, 8-35 am.

1. Do you consider it acceptable that our washing machine has malfunctioned four times during the last four months? Three times in the last month. In each case the problem has been the same - it doesn't drain water.

Harvey Norman - No comment.

2. In view of this situation do your believe that Harvey Norman is providing an acceptable level of customer care?
Harvey Norman - No comment.

3. Do you consider your outsourcing repair company to be doing a competent job?

Harvey Norman - No comment.

4. Given that it has malfunctioned four times do you not agree that it is very likely that it will malfunction again with the same fault within the next two weeks?

Harvey Norman - No comment.

5. I view of what you have put us through - would it be unreasonable of us to request a new washing machine at no expense to ourselves?

Harvey Norman - No comment.

End

I've never come across such appalling support service!

Ha
May 15, 2013

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