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After purchasing a new Breville Coffee Machine BES-870SLQ online in the Biggest Ever Merdeka Sale for my wedding anniversery, I received a broken product. It leaked from the moment I set it up.
After emailing Harvey Norman to discuss, I received a reply more than 3 weeks later asking me to take it into a store which is more that 30 minutes away from my house - even though purchased online.
I took the machine into the store (Menara) and it was noted that I requested a new unit as it was broken upon receiving the machine. I was also told that someone would be in contact with an update in a few days.
After not hearing anything, I called 6 days later for an update and was told that someone would call be back. The service centre called me late that night to explain that a gasket was broken. They said it was repaired and would be returned to the store. I explained that I was told that it would be delivered to my house, they said that they knew nothing of this.
As frustrating as it was that a new machine was faulty and I was not getting a replacement machine as I requested, I was so over the situation I just wanted a coffee machine that worked. Please note that at this stage I had already seen the new model in store that was being sold at a price cheaper than the old model I had just purchased online.
On 23rd I rang the Menara store to clarify that the repaired machine would in fact be shipped to my house as recorded on initial paperwork. I was told it would and that would happen on Tuesday or Wednesday. Calling today (Wednesday) as I'd not heard anything, I was told they would call me back.
When called back I was told that another error had been made and they gave me information about a different customers machine and that mine would not be delivered until Saturday.
This is not a machine that was overused and an issue arose. This is a brand new machine that was delivered faulty. I purchased from Harvey Norman as it is a strong, reliable and honest company in Australia where I am from. The customer service side of my entire experience in purchasing a coffee machine online has cemented for me that I will avoid purchasing an more items from Harvey Norman, I will share my experience with friends and family here so as to avoid extreme levels of frustration, poor quality products and service and misleading advertising sales that charge a higher rate for an older model when the newer model is available in store at a cheaper price. Whether they function or not I guess is questionable.
Desired outcome: - A new working machine that I paid for in my house.
