Worst customer service experience from Harvey Norman Chadstone Service Desk

I bought a Cygnett Unite Travelmate USB-C Hub on 30/1/21 from Harvey Norman Chadstone (Victoria). I used it until it became unreliable in identifying my USB to 3.5mm sound adapter. After trying many different sound adapters I eventually came to the conclusion that the Cygnett USB hub was only working intermittently. I came to this conclusion when I replaced the Gygnett USB hub with a different USB hub altogether and found the USB to 3.5mm sound adapters worked perfectly! Today (13/4/22) I took the defective product back to Harvey Norman Chadstone and explained the situation and requested a refund as I had no desire to repeat the experience. They proceeded to 'test' the product with a USB thumb drive and could not replicate my experience. On that basis they refused to honour the 2 YEAR WARRANTY under which this product was eligible and tried to send me away with the defective product. Only after further discussion, did they begrudgingly replace the product with a 'new' one by removing a new item from a new box and placing it in my old box and old receipt (stopping short of my request of a FULL refund). As I did not want to repeat the experience, I expected a full refund as I had no further confidence in the product. By replacing product (in which I had no further confidence), the service desk at Harvey Norman Chadstone failed to honour the 2 Year Warranty under which I was entitled because it did in NO WAY address the concerns or requests of the customer. By disputing my claims regarding the faulty product, the staff at the service desk at Harvey Norman Chadstone made me feel like a "criminal" who was not to be trusted. Is that how Harvey Norman expects to treat its customers? I write this review as a caution to any customers should they expect Harvey Norman Chadstone to honour any sort of warranty as it seems they do not trust customers or value customer loyalty and indeed hold their customers in contempt. From this experience it is clear that Harvey Norman Chadstone does not value customer goodwill. It appears that the saying "the customer is always right" is well and truly dead at the service desk of Harvey Norman Chadstone!

Approximate cost: $119