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Richer Sounds TV Problem.


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I'm really desperate from some advice and/or feedback from people who have experienced a similar problem that I have been encountering..

 

It all started about a year ago when I brought a Samsung SM2032MW

20" LCD TV from Richer Sounds. It cost £119 which I thought was well worth the money, as the picture and exterior looked really good quality. I took it home and didn't actually unpack it properly from the box until about a couple of months later when I moved back to University. Almost immediately I noticed that there was something wrong with the television .. I would be switching channels or changing the volume, when all of a sudden, my remote would become unresponsive. When this happened for the first time, I thought it was the batteries and attempted to change the channel/volume from the side of the tv screen using the buttons, but these were not responding either. What was even more annoying was that I could not even switch my television off by the main screen button as this was no responding either..so whenever this fault occurred (and it was very intermittent, normally a couple of times every hour), I had to switch it off at the plug and start over.

 

I rang richer sounds and asked them what could be done, as I had purchased a 3 year warranty in the store. They told me that it would have to be sent for repair and this could take up to 5 weeks. They told me I would have to take the tv to my local richer sounds store in bristol (where i was at uni) - but this ages away and i had no car so decided to put up with the fault until I returned to Plymouth where I have a car.

 

When I went in store they told me that the fault I described was very unusual and that it could take up to 5 weeks and if they can't fix it, they will give me a new one. They explained that they could deliver it to my address in Bristol so I thought it was all going well..until after weeks and weeks of waiting and the delivery company sending it to the wrong address and losing it, it turned up without the remote, with marks all over it and one of the buttons on the side pushed it (like stuck)?! - even worse was, it hadn't even been fixed and there was no proof that it had even been looked at!!! I was so annoyed as without a remote, I couldn't even tune my tv easily - it took me over an hour to work out how to do it. I rang them telling them how furious I was that it was not even fixed and had returned to me in even a worse condition..they apologised and then said when I came back to Plymouth they could offer me a refund or an exchange. I was fuming at this point, I felt like they owed me more than just a refund or exchange after weeks without a television and their errors. I went back with faulty tv and asked them if there was nothing more they could offer me (i asked for a new model with freeview built in for what I originally paid as compensation) - but they said no, and made me pay the extra. So i chose a Samsung T220HD 22" LCD TV with freeview built. However, it was not long until I discovered that there was exactly the same problem with the new television!!!! I am just really annoyed and have no idea what to do - I'm sure it's a problem with the sensor but I'm not sure why it would be unresponsive on the actual TV set? (any ideas??) - I love the television and i'm picky so don't want to choose another make.but why can't they just fix it?!?!?! i am so annoyed and feel almost embarrassed to go in there because they joked how I was in there all the time before complaining! has anyone else had experience of this fault (remote and screen not responding but programme still playing)? or has anyone advice on what I am entitled to (someone told me if it was less than a year old they have to replace it there and then not send it for repair)..? samsung really need to sort they lcd tvs out or maybe i am just really unlucky getting 2 tvs with the same fault twice in a row!!

 

 

Sorry if this post has been super long and a bit of a rant but i feel so confused and annoyed!

 

If any one can help/offer me advice I would be so, so grateful!

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as said above

 

also a strong letter to "Julian Richer" the man @ the helm

 

normally anything that goes direct to Julian gets sorted very quick

NEVER FORGET

 

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http://www.consumeractiongroup.co.uk/forum/bear-garden/181826-last-tribute-our-lads.html

 

Like Cooking ? check the Halogen Cooker thread

http://www.consumeractiongroup.co.uk/forum/bear-garden/218990-cooking-halogen-cookers.html

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Hi,

 

I was obviously most concerned to read of the issues you have experienced with your Samsung TV and offer my sincere apologies for the problems.

 

Please be assured I will be raising the matter with our service director to investigate what went wrong on this occasion and to ensure any similar complaint is prevented in the future.

 

I believe my customer service team have contacted you to resolve the issue but if I can be of any further help please contact me directly.

 

Many Thanks

 

John Clayton

Operations Director

Richer Sounds

Richer Sounds The UK's best value Hi-Fi, Home Cinema & TV Specialists!

Find your local branch | Mail Order: 0333 900 0093 | Customer Service Team: 0333 900 0094

Twitter: @RicherSounds | Facebook: facebook.com/richersounds

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nice prompt reply, John

NEVER FORGET

 

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Help Our Hero's Website

 

http://www.helpforheroes.org.uk/

 

HIGHWAY OF HEROES

 

http://www.consumeractiongroup.co.uk/forum/bear-garden/181826-last-tribute-our-lads.html

 

Like Cooking ? check the Halogen Cooker thread

http://www.consumeractiongroup.co.uk/forum/bear-garden/218990-cooking-halogen-cookers.html

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It is always gratifying to hear of a company that is keen to sort out their customer's problems. All to often we hear of indifference from suppliers, which leaves the customer as the loser.

 

If you can sort out smidge smudge's problem quickly and efficiently then you'll get MY vote.

 

Please keep us up to speed on your progress.

 

Regards, Rooster.

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I am an old RS customer myself,and know they have built up their reputation not only on price-but also service !!

 

To give you an example-my local store had a freezer which was filled with ice cream just to give out to kids with their Dads.....I also recall umbrellas which they gave out to customers if it was raining.

We are talking of the days before other stores even knew the meaning of Customer service.

I think those who have never had any dealings with Richer Sounds will prob not know too much about them.

I was subscribed to their mailshot and Julian Richer always asked for feedback-he knew that a customer who is happy is one who will return and spread the word around.

This is a success story thats so much needed in this country today.

He took the big boys on at their own game-but had the accumen and belief in every product on the shelves to do it bigger and better.

Julian is a legend in hi fi retailing-its great that they are still around.

I dont usually comment from a personal level-but felt an obligation after the service they have given me...and millions of others in the past.

Dont confuse them with the supermarkets or high street electrical chains.

No one could even come close to the Richer Sounds experience.

 

Just my 10p:)

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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I have to totally agree with Martin.

 

Having spent nearly £1 :rolleyes: in RS, the Service I have always received has been more than 100%.

 

I'm sure if you contact John as in his post, he will more than sort out the problem.

 

Richer Sounds have superb customer services and support.

 

Jogs

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Good Good.

 

and erm....ahem (cough) the CAG canteen amp has seen better days...its not worked the same since someone knocked their Fanta over:rolleyes:

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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I have to totally agree with Martin.

 

Having spent nearly £1 :rolleyes: in RS, the Service I have always received has been more than 100%.

 

I'm sure if you contact John as in his post, he will more than sort out the problem.

 

Richer Sounds have superb customer services and support.

 

Jogs

 

 

Jogs....nearly a quid ?????

I reckon theres either some 000s missing....or else you was going there for free lollies ;)

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

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Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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i for one commend the director coming on here to sort there complaints out that must prove they dont get many if only the banks were the same

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hey guys,

 

I totally agree with everyone that the customer service at Richer Sounds is excellent, and compared to other retailers, one of the best. Always very friendly and approachable, it's just a shame about the problem I've had and how they failed to satisfy me and I was left feeling under-valued as a customer.

 

An update for those interested .. I sent an email directly to richer sounds' customer services and received a prompt reply followed by a phone call the next day. A very nice man called Tom rang me to hear what had happened and said that he could arrange for my old TV to be picked up and have the same model sent out to me (to avoid me going back in the store which is what I didn't want to do!) and then he could give me a refund of the money I paid when I upgraded between the first and second model. Or, he said he could be able to do a deal if I wanted another model. I explained I needed to think about it as I didn't want to rush into buying another faulty TV but probably won't be getting a Samsung in a hurry again! I'm really satisfied with how they are dealing with my issue but just wish it could have been this easy first time around..anyone have any recommendations for an LCD TV around 20"??

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Glad problem sorted! Only recommendation is don't get a Technika! Mine freezes up and goes blank for about 5 secs every time I put in on teletext. Should have returned it but didn't get around to it. Am going to buy a bigger one and use that for PC screen.

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We had a problem with our LG dvd recorder, we excahnged it from a sony model which wouldn't go multi region, so rang the Maidstone branch, they asked us to get it to them asap, and they would excange for the LG, we paid £100 for the sony and they wiped the extra £30 for the LG we got given lollys and mugs because of the trip we made. A few months ago the LG had a problem would not write to disks, so we rang maidstone, I couldn't find the extra care that I had taken out on it, so they asked for postcode came up arh Mrs N*****d, we have it here don't worry bring it back and well we repair or replace, ok, they loaned us another multi region dvd, kids have multi region dvd's that they like to watch. Ok fine about a week later we've got the manager on the phone saying that it had been fixed, went back to get it, while hubby was getting things sorted I asked a service guy why our sky HD box wasn't showing hd on our TV and informed that sky should be on a such and such TV, said he had thought that it should show on our tv and and his home tv, but because it wasn't showing on ours he wouldn't get it for his. We actually travelled 50 miles to buy a DVD from them and when I want a new tv and home cinema package I will be going to them. They even said in Maidstone that they think one will be opened in Canterbury 18 miles away from us, but they would hope not to lose us as customers. Richer's cs is always good, from our point of view they always do what they say they are going to do. Who can ask for more.

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Good to hear.

We all know problems happen-its how they are dealt with when they show themselves.

Richer Sounds are only as good as their front of house staff-they are the ones who are the working face of the company,like all humans there will be failings,but I dont think it is allowed to happen too often,this is what distinguishes them from the competition.

Although I dont really think they HAVE much competition in respect of what they do,and how they do things-they are still regarded as unique by all who really know where they are coming from.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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  • 5 months later...

Strangely, I have the same problem as the OP, which is how I found this forum.

 

Purchased a Panasonic 42" tv with 5 yr warranty (£699 + £69.90) from Richer Sounds Birmingham on 19 Feb 2010. Picked it myself in a friend's car as it wouldn't fit in mine. Set it up at home and straight away the tv doesn't accept any input from remote or the buttons on the set. It is stuck at a screen where it asks me to input a PIN number for security.

 

Store offered a refund of the petrol cost and TV if I drove over (about an hour's drive each way) but I didn't have a car big enough and they wouldn't agree to a refund of taxi costs. Also, I wanted a replacement.

 

Haven't managed to get a replacement so far, almost 11-12 days after purchase. What's even more irritating is that I purchased their 5 yr extended warranty which entitles me to a loan tv if they can't get me a replacement/repair straight away, but none was offered despite asking for it so it is breach of contract on 2 accounts. It also entitles me for the tv being picked up and delivered as it is bigger than 32". The store hasn't bothered contacting me despite being aware that I haven't received the replacement . Their central helpline couldn't help either as they 'couldn't get through to my number'.

 

I have written to Julian Richer and also contacted John Clayton after stumbling on this thread. They should have received the letter/email yesterday so still waiting for a response. Will update on how it goes. Hopefully, the least they will do is replace my tv promptly, at a time convenient to me. I don't want to spend another weekend with no tv despite having paid for it and also waste money my TV license and Sky Subscription if I am in fact not watching any TV.

 

Hopefully, it is just a one off and they will make up for it in due course with what I have heard is otherwise excellent customer service.

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Keep us posted.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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No response at all from Mr Richer/Clayton but managed to get a replacement delivered this weekend by talking to another manager called Tim from the store. Am not at all happy about having had to spend 2 weeks without a telly but I must admit that Tim handled it really nicely.

 

However, I'd have been a much happier customer had the store offered to do this straight away rather than take 2 weeks to realise it, and that too after learning that I have written to Julian and John.

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  • 3 weeks later...
No response at all from Mr Richer/Clayton but managed to get a replacement delivered this weekend by talking to another manager called Tim from the store. Am not at all happy about having had to spend 2 weeks without a telly but I must admit that Tim handled it really nicely.

 

However, I'd have been a much happier customer had the store offered to do this straight away rather than take 2 weeks to realise it, and that too after learning that I have written to Julian and John.

 

Hi Mparak,

 

I was sorry to read your comments on this thread about the problems you’ve had with your faulty television. Please also accept my apologies for the delay in responding.

 

I have checked with Julian Richer’s office and can confirm a reply was sent to your original letter on 18th March. If you haven’t received this then please let me know and I will arrange for a copy to be sent asap.

 

Meanwhile, my sincere apologies for the obvious inconvenience you have incurred on this occasion, although of course I am pleased to read that you have since taken delivery of a brand new TV. I trust that all is well with your replacement although if not, or indeed if I may be of any further assistance whatsoever, then please do not hesitate to let me know.

 

Many thanks,

 

John Clayton

Operations Director

Richer Sounds

Richer Sounds The UK's best value Hi-Fi, Home Cinema & TV Specialists!

Find your local branch | Mail Order: 0333 900 0093 | Customer Service Team: 0333 900 0094

Twitter: @RicherSounds | Facebook: facebook.com/richersounds

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Good to hear things are sorted.

And thanks to JC for taking time to post further.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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