Richer sounds good after sales service

savemoney

Bought a Humax HDR-Fox T2 (1TB) in early September after we went fully digital on freeview. It developed a fault 2 days ago screen corruption and crashing even on iplayer. I am not far from transmitter and have fairly new aerial/cable

I rang them today and explained the fault they are without question replacing it via swap just after xmas with no expense to send it back

Pleased with there after sales service. I haven't used them before and have no shop near me.

Thanks

scooby75

I think Richer Sounds shames other retailers with their service and make it my first point of call when I need to buy home entertainment items.

derrick

savemoney wrote: »

Bought a Humax HDR-Fox T2 (1TB) in early September after we went fully digital on freeview. It developed a fault 2 days ago screen corruption and crashing even on iplayer. I am not far from transmitter and have fairly new aerial/cable

I rang them today and explained the fault they are without question replacing it via swap just after xmas with no expense to send it back

Pleased with there after sales service. I haven't used them before and have no shop near me.

Thanks

Yep pretty good, but let's get it into perspective, they are only complying with legislation, i.e SoGA.

What do you mean by,"with no expense to send it back"? because under the SoGA they are liable for "any necessary costs incurred in doing so"

Part 5A. F40 48BRepair or replacement of the goods

"2) If the buyer requires the seller to repair or replace the goods, the seller must—

(a)repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;

(b) bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage)."

.

savemoney

"with no expense to send it back" I meant I didn't have to send it back at my expense and will be swapped over when new one comes

Yes they are complying with SOGA and the product does have a 2 year manufacturers warranty, that said I didnt get any aggravation or ifs or buts and they were polite on the phone

derrick

savemoney wrote: »

"with no expense to send it back" I meant I didn't have to send it back at my expense and will be swapped over when new one comes

Yes they are complying with SOGA and the product does have a 2 year manufacturers warranty, that said I didnt get any aggravation or ifs or buts and they were polite on the phone

Not disagreeing, but my main point was they are only complying, and by my question, "with no expense to send it back"? I was referring to your statement in your OP, "have no shop near me."

If it "will be swapped over when new one comes", does this mean a trip to the shop? if so then under SoGA they are liable for that cost as I posted above.

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savemoney

They are sending a courier to swap my old box for a new one, I hope they send me the 1TB version and not the common 500GB. They did say I could take it to the shop but I dont live near a branch

derrick

savemoney wrote: »

They are sending a courier to swap my old box for a new one, I hope they send me the 1TB version and not the common 500GB. They did say I could take it to the shop but I dont live near a branch

OK, so what will happen is that RS will pass the buck to Humax who in turn will replace via courier with a refurbished machine, I hope you are not expecting a new machine!

I know this to be true because it was to happen to me a couple of years ago when I had a similar fault 2 months after purchase and Humax said I would get a refurbished machine via courier, I did not want this so returned it to Argos, got a refund and purchased a new machine.

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savemoney

I never stated I expected a new machine I do expect one the same condition as mine is mint condition and or same HD

I was in touch with Humax prior to contacting RS and they send to contact the seller. I just contacted them to confirm box is faulty

derrick

savemoney wrote: »

I never stated I expected a new machine I do expect one the same condition as mine is mint condition and or same HD

I was in touch with Humax prior to contacting RS and they send to contact the seller. I just contacted them to confirm box is faulty

And I never stated you did, I said,"I hope you are not expecting a new machine".

I do hope you get what you want and are happy with it, it is not the way I wanted to go and I did as I posted above because the retailer was responsible and, as with yours, was under 6 months old therefore putting the onus on the retailer under SoGA.

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savemoney

Well have a Meery Christmas Derrick. I hope 2012 is a better year than this dreadful year

rustyboy21

Derrick

You are being a bit perdantic aren't you.

OP was only saying that he appreciated the service he got from Richer sounds, which I totally agree with, they are lovely people to do business with.

Yes I know what he wanted was what they would have had to do re SOGA, but they did it without any hassle, OP was happy with the way he was treated, so all in all a pleasant experience.

A lot better than many stores ( online ones included ) which make you jump through hoops to get a result. He rang them and got it sorted, didn't have to queue up with all the xmas shoppers to register his complaint.