Richer Sounds - must do better **Resolved by Richer Sounds**

[RusGal]

Hello everyone

 

I am having a problem with Richer Sounds at the moment.....

 

My TV was sent in for repair 6 weeks ago now.

It was returned the first time after exactly 1 month and not only was it not repaired it actually had an extra fault!

 

I am in touch with a very decent person at Richer sounds by email but he not is really able to help.

He tells (and I believe him) me that he has esculated my case to a higher level within the company about 10 days ago

but as yet I have not heard from anyone else.

 

Currently my TV is with Richer Sounds contract repair company and I have no confidence that they will be able to repair the original faults

or the fault they created when they had the TV the first time round. They are awaiting parts and have no firm date for their arrival..... hense I have no firm date for my TV's return

 

The very decent person I am in touch with at Richer Sounds did try find me a replacement TV however was not able to for 2 reasons

1. Richer sounds no longer stock my TV model.

2. Richer Sounds were not able to find a model with a similar specification that was in stock!

 

 

I did ask for a credit note so that I could put extra towards the cost of a set with a similar specification (very reasonable on my behalf I thought)

but I was told that although I paid £899 for my TV, Richer Sounds last sold my TV for £300

and that was all they were prepaired to give me a credit note for.

Very unfair I thought.

 

So here is my message to Richer Sounds....

 

Your repair contractors are incompetent (even worse at keeping your customers informed of their progress)

 

Your high level customer service team (if there is one) have had my case for 10 days and have done nothing!

 

Your terms for offering a credit note to customers who you have failed is unfair!

 

I feel that I am a reasonable and decent person who you can get in touch with to discuss a fair way forward.

I wont bite! Please get in touch. Six weeks and counting is too long to be without my TV.

 

I would also mention that I've taken 3 days off work (and counting) waiting in for engineers to pick up and drop off my TV.

 

I forgot to mention that when my tv came back from its 1st repair attempt not on was not fixed (It had an extra fault too)

but also had some small parts missing from the rear of the TV. These were caps or covers that fitted over the wall mounting positions.

 

I have been in touch with Richer Sounds by phone a lot in the past few days/weeks.

To their credit they have a UK call centre and the call is answered very quickly.

Just one question are 0333 numbers free to call?

Edited July 13, 2015 by RusGal

[dx100uk]

when did you purchase the TV?

 

 

dx

[citizenB]

 

Just one question are 0333 numbers free to call?

 

You should pay no more htan you would if you were phoning an 01/02 number.

 

http://consumers.ofcom.org.uk/phone/numbering/what-are-03-numbers/

 

http://forums.moneysavingexpert.com/showthread.php?t=2145719

 

http://www.cyclonelondon.com/3333number.php

[RusGal]

when did you purchase the TV?

 

 

dx

 

Hello. I purchased the TV in December 2011 (still covered by 5 year warranty)

Edited July 13, 2015 by RusGal
Spelling mistake

[dx100uk]

the warranty and soga are 2 sep things.

 

 

if this is being done under warranty

then you'd have to prove there is any timelimit

 

 

under soga and with deprecation that £300 might well be quite correct

should you force their arm.

 

 

dx

[RusGal]

Thanks for the reply.

 

The credit note is/was a last resort.

 

 

I am happy to recieve my tv back (fully fixed) although how long should it reasonably take

(its been 6 weeks already and we are on repair attempt number 2)?

 

 

I am also happy to recieve a replacement TV if the specs are similar.

 

 

My TV is a Philips ambilight model and they don't sell those any more (nor can they source one).

 

 

I said ok I'll lose the ambilights.

It also has a swivel stand that I will give up however,

 

 

There are things that I don't want to give up. ..

4 HDMI ports.

usb connection.

Passive 3d (active makes me feel a bit squiffy).

WiFi conectivity to my home media drive

and a optical audio out.

[RusGal]

I've spent a fair amount on calls to Richer Sounds then as I do not have a call package to cover the 0333 numbers

[p3t3r]

Richer sounds have always given me a good service on my electricals and exchanged a faulty TV within 2 days.

 

You say the £300 credit voucher is not suitable, - though prices for TVs have lowered since new specs become available. - such as you paid £899 and they later sold this for £300. I think the credit voucher is fair, although you don't.

If you were to list the reasons why you feel the voucher is unfair, eg- what features your original TV had compared to the potential replacement TV and see what their response is?

 

Perhaps send their CEO email? julian@richersounds.com

 

To answer your other question about 0333 numbers, this number should be free of any charges from your mobile or landline.

[John Clayton Richer.Sounds]

Hello everyone

 

I am having a problem with Richer Sounds at the moment.....

 

My TV was sent in for repair 6 weeks ago now.

It was returned the first time after exactly 1 month and not only was it not repaired it actually had an extra fault!

 

I am in touch with a very decent person at Richer sounds by email but he not is really able to help.

He tells (and I believe him) me that he has esculated my case to a higher level within the company about 10 days ago

but as yet I have not heard from anyone else.

 

Currently my TV is with Richer Sounds contract repair company and I have no confidence that they will be able to repair the original faults

or the fault they created when they had the TV the first time round. They are awaiting parts and have no firm date for their arrival..... hense I have no firm date for my TV's return

 

The very decent person I am in touch with at Richer Sounds did try find me a replacement TV however was not able to for 2 reasons

1. Richer sounds no longer stock my TV model.

2. Richer Sounds were not able to find a model with a similar specification that was in stock!

 

 

I did ask for a credit note so that I could put extra towards the cost of a set with a similar specification (very reasonable on my behalf I thought)

but I was told that although I paid £899 for my TV, Richer Sounds last sold my TV for £300

and that was all they were prepaired to give me a credit note for.

Very unfair I thought.

 

So here is my message to Richer Sounds....

 

Your repair contractors are incompetent (even worse at keeping your customers informed of their progress)

 

Your high level customer service team (if there is one) have had my case for 10 days and have done nothing!

 

Your terms for offering a credit note to customers who you have failed is unfair!

 

I feel that I am a reasonable and decent person who you can get in touch with to discuss a fair way forward.

I wont bite! Please get in touch. Six weeks and counting is too long to be without my TV.

 

I would also mention that I've taken 3 days off work (and counting) waiting in for engineers to pick up and drop off my TV.

 

I forgot to mention that when my tv came back from its 1st repair attempt not on was not fixed (It had an extra fault too)

but also had some small parts missing from the rear of the TV. These were caps or covers that fitted over the wall mounting positions.

 

I have been in touch with Richer Sounds by phone a lot in the past few days/weeks.

To their credit they have a UK call centre and the call is answered very quickly.

Just one question are 0333 numbers free to call?

 

 

 

I saw your thread on this forum and was obviously concerned to read you've been having problems.

 

Customer Service is our number one priority so it's disappointing to read we've fell so short of our usual high standards on several occasions here.

 

Please be assured I will take this matter up as a matter of priority with both our repair agents, who should have simply repaired the TV at the first attempt, along with our Customer Service team to determine what went wrong and make sure the necessary steps are put in place to prevent it reoccurring in the future.

 

I understand that you've now spoken to my Customer Service Manager who has resolved the situation to your satisfaction although if I can be of any more help feel free to contact me directly.

 

Many Thanks

 

John Clayton

Operations Director

Richer Sounds

[RusGal]

Faith restored.... you only find out how good a company really is when things go wrong.... and Richer Sounds are Brilliant Richer Sounds 100% sorted the situation out.

It is nice to find a High Street store who still believe in customer service. Thank you.

I went into my local store (who didn’t know anything of the issues I had) to choose a replacement TV and the customer service was first class. It reminded me why I shop there in the first place. The sales person took the time to demonstrate 3 TV's with none of the sales pressure you might experience elsewhere. He was very knowledgeable and friendly.

I will be needing a TV and surround sound system for the cinema room at the end of the year and I will definitely be buying them from Richer Sounds.

Once again thanks Richer Sounds ... you’ve made my day

[silverfox1961]

Hi

Well done to you and to Richer Sounds. After reading the above, I would give them my custom. Unfortunately, they don't exist in my area.

 

I will mark your thread resolved.

[RusGal]

Faith restored ..... Richer Sounds 100% resolved this issue

[dx100uk]

And Sri to John from cag administration too

 

We appear never to have given you corp poster status

Thus wee had forgotten you were registered here

 

And would have called you earlier

 

DX

[Conniff]

I've used Richer Sounds since time began and have never come near to a word of complaint. They truly are a company that values their customers.

As a side line John Clayton hows about setting up a customer relation training school for other companies

[Guest]

their price match is a bit evasive though, ie has to include the same 'service'/warranty.

by cf., for eg john lewis price matches without such requirement. and did so in mine against RS price (which didnt include a 5 yr warranty).