Sunday, February 16, 2014

THE PAGE TERRY HOLT DOES NOT WANT YOU TO SEE! AND THERE IS NOTHING HE CAN DO TO GET THIS PAGE SHUT DOWN! PLEASE SHARE THIS PAGE SO THAT HIS NAME COMES UP ON THE FIRST PAGE OF GOOGLE.

RECOGNISE THIS FACE?



THIS IS A BLOG ABOUT TERRY HOLT, CURRENTLY (28 December 2013 - UNKNOWN) THE JB-HI-FI MANAGER AT THE OXLEY STORE IN BRISBANE, QUEENSLAND (QLD), AUSTRALIA.

IT IS CLEAR TERRY HOLT:
  • Is effectively a DISHONEST SCAMMER and FRAUDSTER
  • Is a DISHONEST and LYING PERSON
  • Hates CUSTOMERS

EDIT: NEW INFORMATION SUGGESTS THAT TERRY HOLT IS NOW WORKING AT THE JB HI-FI STORE IN CARINDALE, BRISBANE, QUEENSLAND (JANUARY 2015).

I UNDERSTAND  HE WAS FORMER STUDENT AT WARNERS BAY HIGH SCHOOL IN NEW SOUTH WALES (NSW), AND USED TO BE THE JB-HI-FI MANAGER AT CHARLESTOWN (NSW).



BELOW IS A USEFUL SUMMARY OF THE EVENTS FOR THE READER'S CONVENIENCE.
  • Terry Holt is a manager at an electronics store called JB-Hi-Fi, in Oxley, which is a suburb in Brisbane, Queensland
  • One of my family members ordered a computer game on the JB-Hi-Fi website (https://www.jbhifi.com.au/) called Portal 2
  • The computer game box contained the CD and a cardboard slip with a verification code required to install the game.
  • The verification code was invalid because it had already been used, so the game could not be installed.
  • Terry Holt refused to issue a refund even though a refund was supposed to be provided pursuant to store policy and the Australian Consumer Law (ACL)
  • He suggested that me and my family member were engaging in refund fraud, despite being shown the receipt for the purchase
  • He demanded communication transcripts with the developer and manufacturer as a condition to being issued a refund
  • Eventually the Regional Merchandise Manager (RMM) apologised for Terry Holt's misconduct and gave a working verification code which allowed the game to be installed
However, if you want to get a more comprehensive idea of what happened, please read the entire page.

NOTE TO FUTURE EMPLOYERS AND INTERESTED PERSONS:
Please do not hire Terry Holt in your business. If I ran a business, I would not want people who are unprofessional and untrained, discourteous and arrogant. I say unprofessional and untrained because he lacks even a basic understanding of store policy and the Australian Consumer Law (ACL), both of which he ought to be familiar with. He has not bothered to seek clarification about the incident, or issue an apology for his clear misconduct. It's obvious that if he took a Business and Management course he paid little attention in class and if he received any training by JB Hi-Fi he essentially disregarded that as well. You will see why I call him discourteous and arrogant once you read the story below. These types of people are not good for any business in the long-run. At the end of the day, you cannot sustain a business if your employees do not treat customers properly, and in my genuine opinion, Terry Holt has no idea of how to treat them properly. In my opinion, there is very little difference between a thief who steals money and Terry Holt, but I will let the contents of this blog stand on its own merits. You be the judge.

Terry Holt is on your left wearing the sunglasses.


Terry Holt is on your left with the blue shirt. 
Background
On 28 December 2013, my younger sibling ordered a PC game called Portal 2 from the JB Hi-Fi website. The game was delivered to our house on 2 January 2014, but there was a problem. The verification code required to install the game did not work.  The computer said it had already been used by another person, which meant the game could not be installed for play.

Encounter with Staff Member
On 3 January, our family went to the JB Hi-Fi store in Oxley seeking a replacement for the game, which would have been ideal, or at least a refund. The staff member said a replacement was not possible because the game was out of stock. I asked if we could get a refund under the Australian Consumer Law (ACL). For those unaware, the ACL is a law that creates a system of 'consumer guarantees' for goods, including the right to a refund where the goods have a 'major failure'. Anyway, as the staff member reached for the cash register presumably about to give us a refund, someone intervened.

Picture of Terry Holt, manager of the JB Hi-Fi Store in Oxley, Queensland

Terry Holt Intervenes
“I’ll do this one,” said the manager, Terry Holt, taking charge of the situation. He wanted to see the purchase receipt, an understandable request which I followed. After looking at the receipt for a brief moment, he said, "This is a brand new game. It should be working just fine." I explained to him that someone had already used the code, but he remained unwilling to issue a refund, insinuating we were engaging in refund fraud. "I understand we are entitled to a refund under the ACL?" I questioned, seeking clarification. Still, he refused to help us, instead referring us to the developer and manufacturer of the game. Confused, I asked him yet again about whether consumers are allowed a refund from suppliers of faulty products, to which he said this (and I am quoting verbatim): "I thought you were a law expert?" 

Surprise and Disappointment
Hold on. This guy is probably in his 20s and is making these types of remarks? But wait. You would not believe what he said next. You see, showing him the receipt wasn't enough. No, he demanded communication transcripts with the developer and manufacturer confirming that someone else had already used the verification code. I found this to be an unreasonable demand for several reasons. It was unknown at the time how long it could have taken for the developer and manufacturer to reply, and whether they could confirm that someone else had already used the verification code, particularly in light of their privacy policies. Most importantly, even if we did produce such transcripts, there was no promise that we would get a refund considering his apparent doubt of our good faith. By the way, I did actually contact the manufacturer, Steam, later on. I will discuss this below. Knowing that we wouldn't get a refund, I asked for the manager's name and walked out the store with my family. I was surprised by his conduct and disappointed with the result of the store visit.

Problem Solved?
 I contacted the Regional Merchandise Manager (RMM) following the store visit. He E-mailed me a separate verification code which worked, and in our phone conversation he apologised for the customer support received, saying that we should have gotten a refund. As expected, the RMM was extremely helpful and polite. Nothing but good things can be said about him. Problem solved then, right? Not quite. This was the first time in my entire life that I had met someone so unprofessional and untrained, discourteous and arrogant. One ought to ask if he is even capable of being store manager.  

Aftermath
I wrote letters to the Warranty Claims Officer and the Customer Feedback Officer explaining the store incident and citing breaches of store policy and the ACL. I attached, among other things, a photograph of the purchase receipt, a screenshot of communications with Steam (where Steam could not reveal the personal information of the person who had used the original verification code, but suggested that we had purchased a pre-owned game), and a digital copy of JB Hi-Fi's Refund & Warranty Policies. Eventually I got an E-mail from JB Hi-Fi's General Counsel, who said an investigation was underway and that administrative action would be taken against Terry Holt if appropriate. Unfortunately, though, because of JB Hi-Fi's "obligation to its staff members", any information about the outcome of the investigation and action taken against any staff member could not be revealed. My hunch is that he faced no disciplinary action because he told fibs when they interviewed him, but who knows how it went down? 

Breaches of the ACL
The ACL is a law that creates a system of 'consumer guarantees' for goods. A consumer has the right to a repair, replacement or refund where the goods have a 'major failure' (s 259-266). You do not need to be a law expert to know about the ACL because ACL labels are on many products nowadays, like keyboards and mouse devices. Back on topic, though, the verification code had a 'major failure' because it was 'substantially unfit for its purpose', having already been used by someone else (s 260). I can humbly say this is pretty basic stuff: If there is something seriously wrong with your goods, the law gives you a right to get a refund. 

Breaches of Store Policy
Here is a link to the latest edition of store policy applicable in this situation: http://www.jbhifi.com.au/documents/corporate/43_2013-12-03_4-04-13.pdf. The 2014 edition has not yet been published. Feel free to save the .PDF just in case a newer version comes out. 
For "CDs, DVDs, Games and other Computer Software" purchased within 90 days, the consumer is entitled to a refund (p. 5). For "other" faulty products, the time limit is 30 days. No matter how you categorise the Portal 2 PC game the time limit has not expired. The order date was 28 December 2013 and a refund was sought on 3 January 2014, so the game was purchased within 6 days. What's important to note is that although JB Hi-Fi does not do refunds for pre-paid services cards (p. 5), this was actually a game and was advertised as such. There is no valid argument at all that the Portal 2 PC game is a 'service'.
Refusing to issue a refund for a faulty product whose fault was not due to the fault of the consumer, and failing to assist with a remedy according to store policy in a courteous and timely manner are violations of store policy (p. 1). These breaches are really self-explanatory if you have read everything above. 

Bigger problem
 Don't you think it's strange that a new game ordered from JB Hi-Fi had a faulty verification code? I certainly do. I did a little digging after the store incident and this is what I found:
  
1. Person buys external hard drive from JB Hi-Fi, but discovered it was loaded with pre-installed programs which suggests the product was pre-owned: http://forums.whirlpool.net.au/archive/1537734

2. Rude staff member from JB Hi-Fi telling a customer to leave the store on the basis that he did not purchase speakers: http://forums.whirlpool.net.au/archive/1693894

3. JB Hi-Fi customer who was ripped off and threatened by staff members to leave the store: http://forums.whirlpool.net.au/archive/1717199

4. JB Hi-Fi customer who wanted a replacement or refund for a fake game, but was threatened to leave the store or be arrested by police: http://forums.whirlpool.net.au/archive/1768784

There are countless stories similar to mine and those above. These stories raise 2 questions:

1. Are JB Hi-Fi staff members, including store managers, receiving adequate training and abiding by the law, particularly the ACL? 

2. How often does JB Hi-Fi sell faulty pre-owned products, and do they encourage staff members to refuse issuing refunds, replacements and/or repairs for those products?  

What can you do?
 As a reader, you might feel that you have no power to do anything. This is wrong. Here are some practical  suggestions:
  • Share this blog. For example, post it on forums and social networking sites. 
  • Contact the Australian Competition and Consumer Commission (ACCC) and link them to this blog. Their contact page is here: https://www.accc.gov.au/contact-us
  • Contact JB Hi-Fi customer support, linking them to this blog and asking for an apology. Their contact page is here: http://www.jbhifi.com.au/contact-us/ Make sure you choose 'Store Service Complaint'.    
 Below is a screenshot Terry Holt posted online. It is not relevant to the my incident with him, but it does reflect seriously poor judgment on his part, which stems back to his lack of professionalism mentioned before. It was in part this lack of professionalism that resulted in the situation in the first place. 



 Picture of Facebook post by Terry Holt

Worse yet, he is not even remorseful about what happened. He has not apologised to me. He has not withdrawn his insinuation of refund fraud despite being offered and provided evidence to the contrary, as you will see below. He has not sought to clarify anything related to the matter, instead choosing to say nothing. These things provide a very valuable insight into his character.
   
Picture of a Facebook conversation with Terry Holt proving that he has read my message, but has elected to remain silent. 


Picture of E-mail to the Oxley JB Hi-Fi store where Terry Holt is manager. Attached in the E-mail are documents proving among other things that I was not engaging in refund fraud. 


Picture of communications with the manufacturer, Steam. Terry Holt isn't at all interested in seeing this either, despite the fact that he asked for communication transcripts in the first place. Unfortunately, Steam could not show the personal information of the third party who used the verification code, probably for privacy reasons. However, I can assure everyone reading that I have never engaged in refund fraud. If Steam was legally required to release the E-mail registered to the verification code, it would not belong to me or my sibling, but somebody else with whom I have no known association.

CONTACT:
If you need to contact me, E-mail me @: JNguyenSG@hotmail.com

LEGAL:  
All content contained in this blog is accurate to the best of my knowledge, but does not constitute legal advice. I have an extensive folder of documents proving my case which I can post here upon request and with the approval of my representatives. If you believe there are any errors or omissions on this blog, please contact me. 

UPDATE: 30 August 2014


I am hoping that the ACCC will come out on top because this will make it clear not only to manufacturers, but also to stores like JB Hi-Fi that consumers also have rights, including the right to a refund if there is a major failure with the goods or service in question. I think that everybody agrees that both suppliers and manufacturers should have legal obligations to ensure that their goods or services are up to scratch.

Terry Holt's name now comes up on Google suggestions. If you search "Terry Holt" without pressing enter there will be an extra suggestion: "Terry Holt Jb Hi-Fi". Clicking on that suggestion will show you a page of results, one of which is a link to this blog.

It is not acceptable that store managers can falsely suggest that consumers are engaging in refund fraud as the basis for denying them a refund. Nor is it acceptable that JB Hi-Fi conduct what is essentially a closed investigation where the outcome of that investigation (and the subsequent action taken by the company in response to the outcome) is not disclosed. Store managers who engage in these activities should be accountable for their actions, and this blog is just one way of ensuring that accountability.

And don't worry, this blog isn't going anywhere. If the worst comes to worst and Terry Holt tries to get this website taken down, I'll let you know ASAP. I already have the raw .html file saved in various locations, and I'm sure many of you have done the same. If it wasn't for this blog, Terry Holt would have gotten away with this behaviour unnoticed. Now with the advent of the internet, anyone can Google his name and find out what he has done.

I am aware there are some spelling and grammatical mistakes in this blog. I don't have the time to look through them all to correct them. As long as you understand what I am saying the blog as achieved its purpose :-).

UPDATE: 11 October 2014


Picture of Terry Holt with his wife Renee Raven-Holt
 


A screen grab from Terry Holt's public Facebook page. It appears to be a photo taken by him. Whether this is professional behaviour or not is your opinion.
 


A more professional Terry Holt. In my view, this image simply represents the fa├žade, not the real person.
 

If you have had any experiences with Terry Holt, please Email me and I will post it here.

This page now has over 1, 000 page views! Thanks to all those who shared. According to my predictions it will have 10, 000 page views in a couple of years.

More random pictures of Terry Holt, just so you get a good idea of what he looks like if you ever encounter him.

Terry Holt's mother, Sharon Holt
Terry Holt at the JB Hi-Fi store in Oxley, Brisbane, Queensland 
It appears that Terry Holt has either deleted or deactivated his Facebook account. More details to be provided in due time.

More information:
Terry Holt's Twitter account: https://twitter.com/terryholt1234
Terry Holt's Facebook account (currently deactivated): https://www.facebook.com/terry.holt.7. New information suggests that it is possible that this is his new Facebook account: https://www.facebook.com/gail.p.raven (EDIT: this is unlikely to be his Facebook account at all so please disregard)