11 years a loyal customer - not anymore Richersounds

[daveyboy1975]

Just coming on here to moan but I am fecked off with the service I received from Richersounds.

 

I bought a 42" LCD 2 and a half years and took out the 5 year warranty just in case. A couple of months ago it developed a fault whereby the TV would switch itself off with no notice. Richersounds sent out their repair company to pick it up midweek which was ok because the OH had a day off work. In the mean time we borrowed a 19" to watch. Two and half weeks later the TV was back all repaired - great.

 

Two days later the fault reappeared, called Richersounds who put me through to their repair company who said that they could collect in a few days but could only collect weekdays. After a lot of hassle - me getting annoyed about the fault not being repaired. From researching this range of TVs the fault seemed to be a blown resistor on the power board which many people have fixed for 59p from Maplins.

 

Eventually my local store 15 miles away sent a taxi to collect it. Five weeks later my TV is back for Wimbledon fortnight. That's what I thought when last night (8 days since getting it back) the TV was up to its old tricks. Called RS this morning and got passed around the shop. Eventually they called late this afternoon - the guy who called was so condescending and spoke to me like I am idiot (which I probably am but I don't need to be spoken to like one). they are sending their repair company out to collect it once again on Wednesday from my parents (7 miles away) and have promised to deliver it by 5pm on Friday.

 

My father was best when he said what type of outfit did you buy the TV from?

 

I am annoyed with the service I received today and hassle and the amount of time I have been without the set. If it was a different fault I would be like yes whatever but the same fault three times is carelessness.

 

Well after 11 years of buying hifi equipment from them - from my first uni set to newer equipment and recommending them to friends - hey my living room sofa at uni was from their demo room. I will never shop their again off to Superfi and Sevenoaks next time.

 

Rant over.

[dx100uk]

http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/

 

dx

[Conniff]

They should keep it for a while in the shop on return from the repair and then they can see for themselves if the fault has been repaired or not. RS could then take action themselves.

[daveyboy1975]

They should keep it for a while in the shop on return from the repair and then they can see for themselves if the fault has been repaired or not. RS could then take action themselves.

 

The second time when RS picked it up was supposed to be retested when it came back to store.

 

Funny that it took two weeks the first time, five weeks the second and now they are saying two days or they will exchange if it isnt back at my parents by 5pm on friday.

 

Pity the couldn't have done this the first time. I am getting sick of taking it off the wall bracket and dragging the box down from the attic to pack it up.

[John Clayton Richer.Sounds]

Just coming on here to moan but I am fecked off with the service I received from Richersounds.

 

I bought a 42" LCD 2 and a half years and took out the 5 year warranty just in case. A couple of months ago it developed a fault whereby the TV would switch itself off with no notice. Richersounds sent out their repair company to pick it up midweek which was ok because the OH had a day off work. In the mean time we borrowed a 19" to watch. Two and half weeks later the TV was back all repaired - great.

 

Two days later the fault reappeared, called Richersounds who put me through to their repair company who said that they could collect in a few days but could only collect weekdays. After a lot of hassle - me getting annoyed about the fault not being repaired. From researching this range of TVs the fault seemed to be a blown resistor on the power board which many people have fixed for 59p from Maplins.

 

Eventually my local store 15 miles away sent a taxi to collect it. Five weeks later my TV is back for Wimbledon fortnight. That's what I thought when last night (8 days since getting it back) the TV was up to its old tricks. Called RS this morning and got passed around the shop. Eventually they called late this afternoon - the guy who called was so condescending and spoke to me like I am idiot (which I probably am but I don't need to be spoken to like one). they are sending their repair company out to collect it once again on Wednesday from my parents (7 miles away) and have promised to deliver it by 5pm on Friday.

 

My father was best when he said what type of outfit did you buy the TV from?

 

I am annoyed with the service I received today and hassle and the amount of time I have been without the set. If it was a different fault I would be like yes whatever but the same fault three times is carelessness.

 

Well after 11 years of buying hifi equipment from them - from my first uni set to newer equipment and recommending them to friends - hey my living room sofa at uni was from their demo room. I will never shop their again off to Superfi and Sevenoaks next time.

 

Rant over.

 

Hi there,

 

I was most concerned to read of the problems you are having with your TV, and also with the level of after sales service you have received.

 

So that I may take this matter up and ensure all is resolved asap to your satisfaction, please would you PM me with your repair and contact details?

 

Meanwhile, my sincere apologies for the obvious inconvenience caused and I look forward to hearing from you soon.

 

Many thanks,

 

John Clayton

Operations Director

Richer Sounds

[Conniff]

Hi there,

 

I was most concerned to read of the problems you are having with your TV, and also with the level of after sales service you have received.

 

So that I may take this matter up and ensure all is resolved asap to your satisfaction, please would you PM me with your repair and contact details?

 

Meanwhile, my sincere apologies for the obvious inconvenience caused and I look forward to hearing from you soon.

 

Many thanks,

 

John Clayton

Operations Director

Richer Sounds

 

 

That's the sort of service I've always received from them and I've been using them since King Alfred was on the throne.

[daveyboy1975]

It won't let me send a PM until I have posted 5 times

[daveyboy1975]

no 4

[daveyboy1975]

Fifth post - John I will be sending you a PM, thanks

[daveyboy1975]

Thanks John and Richersounds for coming through and replacing my TV.

 

I went with the LG 42LK530T which was out of stock but Sam at the Sheffield store arranged free delivery for a few days later.

 

Faith restored.

 

Thanks

[Lefty]

I have kept my eye on this thread, and am really pleased Richer Sounds stepped in and resolved things satisfactorily.

 

I had restrained myself from commenting up until now, because I know from personal experience that Richer Sounds is a company that prides itself on good customer service.

 

It would be beneficial to Richer Sounds if they were to register officially as an approved customer service representative here at CAG. This then guarantees to our members that they are dealing with someone approved and authorised by CAG. Therefore I would invite John Clayton to email admin@consumeractiongroup.co.uk to facilitate this.

 

Cheers

Lefty

[rebel11]

Good Stuff, Richersounds:-)