Harvey Norman
Complaint 315927 Details

My Sony Xperia Z LCD screen cracked during use in February (note LCD screen cracked but no damage to exterior glass at all) so we returned it to HN Mudgee on 18 Feb where we bought it August 2013. They noted the damage and told us it would take 2 weeks to return. Two weeks later we contacted them only to be told they hadn't heard. A week later we contacted them and were told it would be repaired under warranty and would be in store that Friday. The day before it was due to come back we received a call informing us that repair would cost $368 AUD. We told them not to repair it and to return the handset as we had a cheaper quote. We finally received the handset on Wed 09 April. When inspected, the phone had sustained multiple damages. The back case was broken off, the top panel was missing, the waterproof seal was missing from the USB charging port, the port would not accept the charging cable correctly, the handset won't charge and won't turn on. We contacted HN immediately and were at first told it wasn't their problem. They then said they would give us the $368 AUD for screen repair but the other things were Sony/phone biz problems and that once you submit a waterproof phone for repair it will no longer be water proof. Since then, both the franchise owner and the manager have been ignoring our calls and refusing to communicate with us.