Help please, cant get my TV back from repair from manufacturer

Slowhand

wealdroam wrote: »

Yes, that's right.


I noticed that too.


OK, so all the OP has to do is get the tv back from the manufacturers.

Any idea how they might do that?

Not a Scooby...you seem to think a LBA will help...who do you think it should be sent to? OP has no TV, seller doesn't have it, manufacturer appears to have it but has no contract with the OP?

wealdroam

Slowhand wrote: »

Not a Scooby...you seem to think a LBA will help...who do you think it should be sent to? OP has no TV, seller doesn't have it, manufacturer appears to have it but has no contract with the OP?

Op has sent the tv to the manufacturer to be repaired under warranty.
Thus I believe a contract between the OP and the manufacturer has been established under the terms of the warranty.
I am happy to be corrected on this.

The manufacturer cannot (or will not) repair the thing until April.

As that is an unreasonable timescale, the manufacturer has been asked to return the OP's television in a non-working condition but refuses to do so.

It seems reasonable to me that the OP sends an LBA to the manufacturer encouraging the manufacturer to return the OP's property, or a monetary equivalent, to him.

Slowhand

Let's keep it simple. OP, ask the manufacturer to return your TV to you or Richer Sounds directly for the refund.

Richer_Sounds_Company_Representative

Black_Squirrel wrote: »

Hi

I know I am stupid, I purchased an ex-service TV from Richer Sounds, I wont mention the make. It was one of the last in the UK and I really wanted it.

After about a month it developed a fault. I stupidly called the manurfacturer customer service and they said it was under warranty and they could repair, usual repairs 5 working days.

It was picked up, and after a week I called and told that there was a fault on the mainboard and a part was ordered. A week later the part was still waiting to be delivered. Someone updated the online job history to say that it wouldnt be in till April 2013!!. I complained about this but was sent from one polite but unhelpful person to another... still no TV.

I wrote to the CEO, and received a phonecall from head office and was told that the customer service was awful and they would send me a new TV straight away.... two days later, no further information.

Called back and was told that no TV had been ordered, new one would take weeks to be delivered to me, and in the meantime my spare part was in and my TV would be returned in a few days... brilliant.

A week later, no TV and still no spare part delivered.

Wrote again to CEO explaining that I didnt want my tv fixed as I no longer had confidence that the part was being delivered and that I wished to have a new tv, but no response. Phoned customer support and told that I couldnt have a new tv as my one was under repair.

Since then I have had numerous calls to customer support and still no TV or date for delivery of spare part.

Richer Sounds are being great, if I return the TV they will refund me, but I dont have the TV.

What should I do? what are my rights? Can I expect a new TV or just have the faulty one returned.

Its now in the sixth week. Any advice would be marvellous

Hi,

I was sorry to read of the problems you’re having with the repair of your TV that you purchased from us.

So that I may investigate, with a view to resolving to your satisfaction asap, please would you PM me with your sale and contact details?

In the meantime, my apologies for the obvious inconvenience, and I hope to hear from you soon.

Many thanks,

John Clayton
Operations Director
Richer Sounds

Black_Squirrel

Richer_Sounds_Company_Representative wrote: »

Hi,

I was sorry to read of the problems you’re having with the repair of your TV that you purchased from us.

So that I may investigate, with a view to resolving to your satisfaction asap, please would you PM me with your sale and contact details?

In the meantime, my apologies for the obvious inconvenience, and I hope to hear from you soon.

Many thanks,

John Clayton
Operations Director
Richer Sounds

Hi John, tried to pm you but it wouldn't let me? Said you don't accept PM's.

Could you pm me and I will respond, thanks.

bod1467

Official Reps have no PM facility (as far as I remember). They used to (a long time ago) but it was removed due to inappropriate use by some reps to tout for business (I believe).

If you Google "John Clayton Operations Director Richer Sounds" you'll find he's registered to several forums as a company rep.

Black_Squirrel

Well, as I have now closed this, I can mention that the company was Philips.

I am very sad to say that although the product 42PFL7666T TV a beautiful product, which I would loved to have kept. Philips customer service and repairs were absolutely appalling.

My brand new (2 months old) TV was sent away to be fixed (I was told about 5 days to do) for 6 weeks, with constantly changing timescales for resolution, lies about eta for parts delivery, a different person dealing with my call, many many unkept promises of replacement TV's that never materialised, non of the staff seemed to have the access or authority to make decisions, always being told that someone would call me...... plain and simple agony.

I finally called Richer Sounds, who were amazing.... they phoned Philips and told them to return my tv unfixed.

Funnily enough it was returned immediately following this (although I still had to chase).

I returned the still broken TV to Richer Sounds, recieved a full refund and bought a Sony.... which is brilliant....

Richer Sounds - massive thumbs up, great customer service.
Philips - shame on you, now I will avoid your brand like the plague.

Pity because the TV was nice....

visidigi

makes sense to be Philips, they sold 70% of their TV division off to the Chinese last year.

Glad to hear Richer Sounds service is still good - still get my custom