Yesterday I was one of those walking out with a big plastic bag holding a new laptop from the JB Hifi in Westfield Carousal in Perth. After doing much research online, I decided on a simple machine, showed it to the sales person who quickly brought out my new machine. I made the mistake of trusting the sales person to have gotten me the correct box as there was no description on the box, just some bar code.
Took the laptop home and found out it was an inferior machine. Not only did I get a lower standard processor, I only got half the RAM I paid for. The time was 4.58 pm. Made a quick call to the shop but no one picked up the phone (not surprising).
Took my machine back to the shop today and after some fact checking by the employees (just in case I brought back another machine and not the one they sold to me), they realized they made a mistake and then tells me that this was the last unit but thankfully they have another unit at the Cannington branch, just a few shops down the road, which I had to drive to. So I said fine, I’ll drive since they wont be picking up the machine for me.
So my wife and I went into the JB Hifi Cannington branch to get our replacement machine. Talk about customer service. This was the worst I have seen in my 4 years in Perth. The sales people were too busy to entertain me since they could see I was holding a paper which says that I am in for a replacement machine, so no commission for them. Finally I found someone who took my paper and handed in to the back room people. One of them comes out with the grumpiest face I have seen, shoves a paper for me to sign and he’s so eager to leave. I asked him if he could open it and check to see if the machine was the correct one this time since there was a mistake the last time around and all he could say was that it wasnt his mistake, was it.
In the end, all I could do was just to check the processor logo on the machine and be satisfied with it. Couldn’t check the RAM until I got home since I had to go through the setup before I could assess the machine properties. Thankfully this time I got what I paid for.
I know this is Australia and while Australians think they know what customer service is, they don’t; and those in retail in Perth are definitely way behind their counterparts in the East. But the service I received at JB Hifi at the Cannington branch in Perth was utterly the worst I have seen. They acted like they hated their job and just wanted to get the day done and over with.
This is the last I am doing business with JB Hifi at the Cannington branch.