Fair Play to Richer Sounds
A while ago, I posted the below link on which I wrote that I was dissatisfied with the way I was treated when I made a warranty claim on a TV purchased from Richer Sounds. (By an engineer from a local firm who was sent to look at my TV.)
http://community.whathifi.com/forums/1/298021/ShowThread.aspx
I posted a letter and was invited via the Forum to furnish details to John Clayton, Operations Director at Richer Sounds.
I was then contacted by phone and advised what Richer Sounds proposed course of action to address the situation would be.
Richer Sounds were true to their word in how long it took to look into my complaint and kept in regular contact.
Within a week of posting my letter of complaint, the matter had been fully investigated and resolved. (Including a Bank Holiday weekend.)
As a result, I was invited to call into my local Richer Sounds branch where I would be supplied with a replacement TV. So yesterday I called in and asked if I could pay the difference to upgrade to a Panasonic 42" plasma. No problem at all - the staff were excellent. My confidence restored I also bought another LCD TV for my bedroom.
I am very pleased with both of the new tv's and happy that Richer Sounds don't just talk the talk - I genuinely feel that they have gone the extra mile.
Thanks to Mr Clayton and the staff at Richer Sounds.
Mickeycomms. 
Thats great. Genuine problem sorted to everyones satisfaction and sorted quickly.
I've had really good, understanding and well-informed service from Richer Sounds every time I've shopped there.
Big ups, 'n that...
Me too - bought my first separates from there ....... (Arcam CD62/A65 / Mordaunt Short 906 speakers / QED silver anniversary - many moons ago) - never had a crossed word with any of the staff and always valued their advice - not to mention their prices.
Just this one time when things didn't quite go to plan - and not from the staff in the shop either - but in the spirit of 'fair play' I thought it only right that everyone who read about my dissatisfaction should have the opportunity to read about how swiftly and professionally they rectified the situation.
And then tonight came the mobile phone message from Richer Sounds, Stockport........Please can you ring us ? there may be a problem with your warranty. . . . . was what I fathomed from the panic stricken message.
So I called them back from work.....then phoned home and got my daughter to get the number from the side of the box.....seems I have been supplied a TXP42G15B (the staff who went into the store room, picked up the tv and put it in my car must have picked up the wrong one.) I should have been given a TXP42G10B - which is what I asked for !
Whats the difference ? I ask ...About £120 I am told by the member of staff who will ring me back on Friday - to arrange to come to my home and take the TXP42G15B away and leave a TXP42G10B - with a minimum of disruption to myself !
Mickeycomms 
Hello John,
I apologise for having to bother you with this scenario again....... but after having considered the matter settled and updated the What HiFi forum to publicly set the record straight about my previous dissatisfaction - I have encountered a further problem.
Please see the below thread on the WHF forum.
http://community.whathifi.com/forums/302790/ShowThread.aspx#302790
I do not want "something for nothing" - and one of the issues central to my original complaint thread is fair play.
So in the interests of fair play - both to Richer Sounds and myself, I would be happy to settle the matter once and for all by paying the difference between the TV mistakenly supplied and also the difference in price for a five year warranty.
All that I ask in return is for the relevant paperwork to ensure that my warranty relates to this television and to avoid the inconvenience of changing televisions again.
Best Regards,
Mickeycomms.
Hi MickeyComms,
I was sorry to read of the recent problems you had with your new TV from our Stockport store and offer my sincere apologies.
I believe that you have spoken to my customer services manager and he has since resolved the issue for you.
Please contact me directly if I can be of any further assistance.
Many Thanks
John Clayton
Operations Director
Richer Sounds
Funny how things turn out......as previously mentioned, The TV and the paperwork were sorted out to everyone's satisfaction....I paid the difference for the TV and Richer Sounds had the warranty paperwork in my hand the very next day. I received a letter including some vouchers as a goodwill gesture - Everything is good.........
Within days the Arcam CD36 packs up! Bought from Lintone in Gateshead - its not practical for me to take it 140 miles back. I emailed Arcam asking if it was ok to send it back to them directly and I was referred to a list of dealers - including Richer Sounds.
Took it back there yesterday...the staff were excellent. Can't big them up enough......and no Im not a mystery shopper ! Nobody even ran for cover when they saw who it was coming back!
There's a moral to this story. . . . . .
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