Found 25th Dec 2016
Merry Christmas everyone.
Opened a new tv for my kids and the pixels have bled about 2inches from the side.
Looking at their terms, return within 30days for exchange/refund but the 30 days is up today. I'm going to take it back first thing tomorrow morning, anyone had experience with their customer service? Outside 30days says they will repair it as it's a Christmas gift, I'm not going to be happy if they don't budge albeit for the sake of one day.

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17 Comments

The company was built on customer services. They will always put things right.

Richer Sounds have the best customer service I've ever experienced, don't worry or let it play on your mind today.

No probs. They'll probably have some turkey sandwiches for you.

Send an email today and keep a copy with the date sent which will show 30 days.Anyway I do not think a problem with them.

Original Poster

Thanks guys really reassuring. Now back to building the millennium falcon

I think you're stuffed

Hope it's not CARDIFF branch as they are a right bunch of James hunts.

welsh ham

Hope it's not CARDIFF branch as they are a right bunch of James hunts.



​Surprised to here that to be honest as I've never had a problem with the Cardiff branch.

You won't have a problem. You could always log your fault by email today if you are concerned. Even by reviewing the item if you can't find a contact email address. By doing that you have formally given them notice that you have a problem with the item with the 30 day period.

Original Poster

Smartguy1

You won't have a problem. You could always log your fault by email today … You won't have a problem. You could always log your fault by email today if you are concerned. Even by reviewing the item if you can't find a contact email address. By doing that you have formally given them notice that you have a problem with the item with the 30 day period.



Thank you, that's what I have done

Original Poster

bp2411

​Surprised to here that to be honest as I've never had a problem with the … ​Surprised to here that to be honest as I've never had a problem with the Cardiff branch.



Yep Cardiff will be my local.

Banned

Can't you just put a plaster on the bleeding pixels?

richje100

Merry Christmas everyone.Opened a new tv for my kids and the pixels … Merry Christmas everyone.Opened a new tv for my kids and the pixels have bled about 2inches from the side.Looking at their terms, return within 30days for exchange/refund but the 30 days is up today. I'm going to take it back first thing tomorrow morning, anyone had experience with their customer service? Outside 30days says they will repair it as it's a Christmas gift, I'm not going to be happy if they don't budge albeit for the sake of one day.



Hi there,

I saw your thread and was obviously sorry to read you've been having problems with your new TV.

So that I may resolve the matter for you as soon as possible would you be so kind as to PM me with your contact details?

I look forward to hearing from you soon.

Many Thanks

John Clayton
Operations Director
Richer Sounds

Original Poster

Hi John, thank you for your comment. I've now returned the tv to the Cardiff store where John p has ordered me a replacement and will deliver it free of charge for me. Very easy to deal with .

richje100

Hi John, thank you for your comment. I've now returned the tv to the … Hi John, thank you for your comment. I've now returned the tv to the Cardiff store where John p has ordered me a replacement and will deliver it free of charge for me. Very easy to deal with .


Hi is Jon p your. Brother in law? As in all dealings with him over many years have always found him rude and unhelpful. So much so we avoid this place and travel to. bristol store even though Cardiff is nearer as you get better service there The best guy in Cardiff is andie. Anyway glad to hear they sorted it for you

Original Poster

welsh ham

Hi is Jon p your. Brother in law? As in all dealings with him over many … Hi is Jon p your. Brother in law? As in all dealings with him over many years have always found him rude and unhelpful. So much so we avoid this place and travel to. bristol store even though Cardiff is nearer as you get better service there The best guy in Cardiff is andie. Anyway glad to hear they sorted it for you



I rang them first thing and spoke to him and when I turned up, he told me it was him I spoke to. Took the tv off me and organised a replacement. They were really busy but I didn't get any attitude or anything. What I did hear though , and I might be wrong, one of the senior sales guys telling a customer I can give you free of charge a 6yrs guarantee, which I'm sure all their TVs come with anyway as part of their VIP club to get the sale.
Correct me if I'm wrong but surely stating you will throw something in even though it's free to get the sale is a little immoral?

welsh ham

Hi is Jon p your. Brother in law? As in all dealings with him over many … Hi is Jon p your. Brother in law? As in all dealings with him over many years have always found him rude and unhelpful. So much so we avoid this place and travel to. bristol store even though Cardiff is nearer as you get better service there The best guy in Cardiff is andie. Anyway glad to hear they sorted it for you



Hi there,

I was sorry to read that you’ve found Jon P rude and unhelpful, customer service is our top priority so it’d obviously concerning to read your comments.

I’d be most interested to hear from you some more specific details so that I may investigate with a view to improving the level of service we provide, if you could PM me with the information I would be most grateful.

To clarify Richje100’s query about our TV guarantees, indeed the vast majority of our TVs include a 6 year guarantee for VIP members however some models only come with the standard 12 month manufacturer guarantee.

Sincere apologies once again,

John Clayton
Operations Director
Richer Sounds


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