NEWSLETTER OCTOBER 2024
A JOB WELL DONE DIANE EVANS – CUSTOMER SERVICE SUPERVISOR
We received several calls from Electrolux and they have confirmed they will be replacing both the oven and the cooktop. We have no doubt this has occurred because we have contacted with Diane Evans from the Customer Service team at Harvey Norman Commercial. Thank you very much for all your time and assistance. As always, Harvey Norman customer service has been great. I guess that we will no longer require you to do anything further at this stage. Thank you once again. Joanne B. – NSW
CUSTOMER SERVICE Supplier Customer Service Calls – OCT 2024
Customer Service Calls – OCT 2024
New Resolved Avg Days New Resolved Avg Days
Ranking
ELECTRICAL
Month To Date
Year To Date
Supplier
New Resolved Avg Days New Resolved Avg Days
Ranking
1 2 3 4 5 6 7 8 9
SERVICE JOBS GLEN DIMPLEX AUSTRALIA PTY LTD SMEG AUSTRALIA PTY LTD FISHER & PAYKEL AUST PTY LTD FRANKE AUSTRALIA PTY LTD RESIDENTIA GROUP PTY LTD BSH HOME APPLIANCES PTY LTD
2
5
4 7 9
39
59
20 11 18 17 15 17 17 11
LAST YEAR GLEN DIMPLEX AUSTRALIA PTY LTD ELECTRICAL 534 TOTAL 365 TOTAL 7209 TOTAL SMEG AUSTRALIA PTY LTD FISHER & PAYKEL AUST PTY LTD FRANKE AUSTRALIA PTY LTD RESIDENTIA GROUP PTY LTD BSH HOME APPLIANCES PTY LTD
Month To Date
VARIANCE 39 59 Year To Date
THIS YEAR 101 113
15
26 33 51 14 21
1 2 3 4 5 6 7 8
2
5
4 7 9
20 11 18 17 15 17 17 11 25 22
ELECTROLUX HOME PRODUCTS NSW 17
110 219
144 290
27 PER DAY 18 PER DAY 2 15 24
26 33 51 14 21 6
–11 % DECREASE –26 % DECREASE 101 110 219 113 144 290
CREATED RESOLVED
473 TOTAL 270 TOTAL 7241 TOTAL 7984 TOTAL 10 10 13 16 21 6 37 44 68 16 12 1 0 3 8 0 0
24 PER DAY 14 PER DAY
24
ELECTROLUX HOME PRODUCTS NSW 17
2 4 8 0 0
48 57 84 18 15 8
10 10 13 16 21
37 44 68 16 12
48 57 84 18 15
4
FOLLOW-UPS CALLS/EMAIL /SMS TOTAL TRANSACTIONS ARISIT PTY LTD Average Days All Suppliers EUROLINX PTY LTD
362 PER DAY 399 PER DAY 9 25 22
360 PER DAY 8
0 % DECREASE 0 % DECREASE 8 8
CHANGHONG ELECTRIC (AUST.) PTY LTD 0
CHANGHONG ELECTRIC (AUST.) PTY LTD 0
1 0 3
8108 TOTAL 405 PER DAY EUROLINX PTY LTD 0
10
0 0
15
16
10
ARISIT PTY LTD
0
Average Days All Suppliers
15
16
Customer Service Calls – OCT 2024
Supplier Supplier ELECTRICAL PLUMBING
New Resolved Avg Days New Resolved Avg Days New Resolved Avg Days New Resolved Avg Days
Ranking 1 Ranking
Month To Date Month To Date
Year To Date 55 Year To Date
Supplier
New Resolved Avg Days New Resolved Avg Days
Ranking
GLEN DIMPLEX AUSTRALIA PTY LTD SMEG AUSTRALIA PTY LTD FISHER & PAYKEL AUST PTY LTD FRANKE AUSTRALIA PTY LTD RESIDENTIA GROUP PTY LTD ABEY AUSTRALIA PTY LTD BSH HOME APPLIANCES PTY LTD ZIP HEATERS (AUST) PTY LTD ARGENT AUSTRALIA PTY LTD PARISI BATHWARE PTY LTD PHOENIX TAPWARE CAROMA INDUSTRIES LIMITED ALDER TAPWARE
8 8
5 12 11 19
5 7
39 101 110 219 47 60 95 8 3 5
12
PLUMBING
Month To Date
Year To Date
2 3 4 5 6 7
59 103 113 144 290 9 6 6 63
20 11 18 17 15 17 5 17 11 25 22 7
1 2 3 4 5 6 7 8 9
PARISI BATHWARE PTY LTD PHOENIX TAPWARE CAROMA INDUSTRIES LIMITED
8 8 8 1 0 4 1 0 0
11 12 19
5 7
47 60 95
55 63
12
1 2 3 4 5 6
2 15 8 1 24 0
4 7 9 12 13 14 14 15
10 14 20 25 11 14 18
7
26 33 51 1 6 14 21 1 3 1 5 1
ELECTROLUX HOME PRODUCTS NSW 17 SEIMA PTY LTD MARQUIS BATHROOM PRODUCTS PTY LTD 1
12 13 14 14 15
103
10 14 20 25 11 14 18 5
3 1 1 5 1 1 0
8 3 5 7 7 2
9 6 6 8 8 7
10 10 13 0 16 21 0 0
SEIMA PTY LTD
MARQUIS BATHROOM PRODUCTS PTY LTD 1
2 4 8 0 0
37 44 68 7 8 16 12 2 7
48 57 84 8 8 18 15 7 8
4 1 0
17
20
ALDER TAPWARE
7 8 9 10 8 9
ZIP HEATERS (AUST) PTY LTD ABEY AUSTRALIA PTY LTD ARGENT AUSTRALIA PTY LTD BLANCO AUSTRALIA PTY LTD Average Days All Suppliers
17
20
0 0 0
CHANGHONG ELECTRIC (AUST.) PTY LTD 0 BLANCO AUSTRALIA PTY LTD 0
1 0 3
0
EUROLINX PTY LTD ARISIT PTY LTD Average Days All Suppliers Average Days All Suppliers
0 0
9
10
10
10
15
16
9
10
Supplier Supplier HOT WATER
New Resolved Avg Days New Resolved Avg Days New Resolved Avg Days New Resolved Avg Days Year To Date Month To Date
Supplier TOTAL CURRENT OPEN SERVICE CALLS: 217 HOT WATER STIEBEL ELTRON (AUST) PTY LTD RHEEM AUSTRALIA LIMITED RINNAI AUSTRALIA PTY LTD 0 0 0 0 0 0
Ranking 1 Ranking
New Resolved Avg Days New Resolved Avg Days
Ranking
PLUMBING STIEBEL ELTRON (AUST) PTY LTD PARISI BATHWARE PTY LTD PHOENIX TAPWARE CAROMA INDUSTRIES LIMITED Average Days All Suppliers RHEEM AUSTRALIA LIMITED RINNAI AUSTRALIA PTY LTD
0 0 0
11 12 19 0 0 0 9
0 0 0
47 60 95 5 4 2
55 63 6 4 4
16
Month To Date
Year To Date
Month To Date
Year To Date
2 3
12 6 6 7 10 14 20 25
1 2 3 4 5 6 7 8
8 8 8 1 0 4 1 0
5 7
1 2 3
0 0 0
5 4 2
6 4 4
16
6 6
10
12 13 14 14
103
3 1 1 5
8 3 5
9 6 6
Average Days All Suppliers
9
10
SEIMA PTY LTD
MARQUIS BATHROOM PRODUCTS PTY LTD 1
ALDER TAPWARE
DID YOU KNOW... 929 warranty books have been created since the new format launched in September 2023 = 71 books/month Supplier New Resolved Avg Days New Resolved Avg Days Ranking Harvey Norman Commercial Warranty Service Request CLICK HERE DID YOU KNOW... We have created over 46 HNCD warranty books during October ZIP HEATERS (AUST) PTY LTD ABEY AUSTRALIA PTY LTD ARGENT AUSTRALIA PTY LTD BLANCO AUSTRALIA PTY LTD 15 17 20 11 1 1 0 0 0 0 7 7 2 8 8 7 5 9 14 18 10 0 Average Days All Suppliers 9 10 Current Open Service Calls 217 Current Open Service Calls 217
HOT WATER
Month To Date
Year To Date
1 2 3
STIEBEL ELTRON (AUST) PTY LTD RHEEM AUSTRALIA LIMITED RINNAI AUSTRALIA PTY LTD
0 0 0
0 0 0
0 0 0
5 4 2
6 4 4
16
6 6
Average Days All Suppliers
9
10
YEARS OF SERVICE Current Open Service Calls
217
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