JB Hi-Fi Pakenham HOME in Pakenham | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

Thanks for the TV chap who knew his stuff, happy to pay for a $2k tv and have it delivered for another $100. Wouldve been 5 star service, except…

At the same time I also paid for a phone charger that was accidently left at the counter due to us being shifted along to deal with a $100 gift card, and so we forgot to collect it.

Go in the next day thinking it would be a simple pick up. Explained myself, they couldnt see it at the counter, so rang out the back in case someone took it out there. Even though there were another 10 of them on the shelf about 2m away, I had to stand there for a good 10 minutes, started to feel like a thief, asked what was happening, told to wait some more, ended up walking out without one again, determined not to ever spend another cent here.

But my wife wasnt happy so she goes in there to hit them up, had to wait another 10 minutes while they treat her like a thief too, going out the back to review the footage from the night before (Oh yes they did!)
So, she would’ve seen what actually happened and still came out, laughing about it, not apologising and just got her a ripped open one off the shelf.

Once, I went on a good customer service course, and Lesson 101 dictates that if someone buys a $2000 TV, let alone has spent approx $25k in there over the last 5 years (couldve been checked on their system with the receipt I gave them), and then drives 15 minutes to return there and shows you a receipt for a $2129 and explains what happened, you definitely dont treat them like thieves. Have a quick look at the counter, and if you cant find it, get another off the shelf straight away and apologise for the misunderstanding.

Where has the common sense gone nowadays? The loss of loyal customer and likely tens of thousands dollars of more sales, over a $29 phone charger, well done to that manager!

Went in to get a warranty replacement sorted and it was busy but only had a short wait before someone attended to me, he jumped on the computer and started the return then a customer started talking to him about a product and the person serving me said he’ll be back in a minute, so off he went with the customer.

I was left there waiting. Someone else came up a few minutes later and asked if I was being served, I said “yeah I was by that guy, pointing to him”.

I had my return sorted in no time and was on my way, glad I wasn’t still waiting for this other staff member to come back.

Bit of a tip, when serving a customer you don’t just disappear to help someone else and say you will be right back never to return, there were other staff just wandering around doing nothing that could have helped out such as the 2nd person I dealt with today did.

Ordered high end computer and there was problems with supplier, however manager Dylan and Sascha both went above and beyond to rectify and find a great solution. Absolute top level customer service starting from sales team member Emen, who had great knowledge on the device, all the way up to Dylan who I believe is a fantastic manager. Great communication and personal skills and turned what could have been a frustrating turn of events into something that made me feel like a VIP. I have been shopping at this store for years and this will obviously continue. I could not more highly recommend the team that works here. Thanks team.