Richer Sounds tries to sell me a warranty that I don't need...
So I just bought some KEF speakers at my local Richer Sounds. The till receipt prints out the KEF speaker model number and clearly states that the product is guaranteed for one year. The sales assistant asks if I want to buy Richer Sounds own 5-year warranty. Strapped for cash in the current climate I decline.
Should I be slightly annoyed that when I got home and read the KEF manual and documents, I discoverd that these speakers already have a 5-year warranty included as standard from KEF (confirmed by KEF UK when I e-mailed them)? Had I purchased the RS warranty maybe I would have been covered for a few extra eventualities but still, it was a bit misleading don't you think? Not just the sales staff not knowing the product warranty but the RS computer system printed out wrong warranty info on the till receipt. I can imagine some people getting suckered into buying a warranty they may not need. I know other stores do this as well, but it is annoying !
Yes you can't taint all RS stores and salespeople with the same brush, BUT, as I said, their till printed out that the KEFs had a 1-year warranty, so it appears their computer system is printing out incorrect info on receipts that MAY persuade people they need a 5-year RS warranty...
Actually thinking about it - from memory,I think there is a difference between the sats and the subwoofer.One is 5 the other 1. Check the warranty slip inside each box.
Should also be noted that 5-year supercare from RS is somewhat different from a guarantee - you get loaner equipment and your money back if you don't use it, if I remember. But yes, should've been clearer I think.
Hawkmoon:So I just bought some KEF speakers at my local Richer Sounds. The till receipt prints out the KEF speaker model number and clearly states that the product is guaranteed for one year. The sales assistant asks if I want to buy Richer Sounds own 5-year warranty. Strapped for cash in the current climate I decline.
Should I be slightly annoyed that when I got home and read the KEF manual and documents, I discoverd that these speakers already have a 5-year warranty included as standard from KEF (confirmed by KEF UK when I e-mailed them)? Had I purchased the RS warranty maybe I would have been covered for a few extra eventualities but still, it was a bit misleading don't you think? Not just the sales staff not knowing the product warranty but the RS computer system printed out wrong warranty info on the till receipt. I can imagine some people getting suckered into buying a warranty they may not need. I know other stores do this as well, but it is annoying !
I think this kind of thing is incredibly misleading, and no doubt RS have made much money from 'mistakes' like this. I would write to the OFT as this clearly is disgusting.
Having worked with a number of retailers over the years, the Trading Meetings on Monday morning always push staff to promote the extended warranties as it's money for old rope to the retailer. the salesman often gets a commission too. It's wrong in every way.
To the magazine, I think you should investigate extended warranties of various retailers.
i think the reason it is only one year on the receipt is becuase if RS publish a five year warranty on it, they then become liable and as it is not their gurantee they don't. But still very misleading.
Hi all, In the UK the retailer is legally responsible to its customers and we give a 12 month guarantee on everything to facilitate this, with a fully refundable if not used (i.e. FREE), five year warranty on all electronics as well as many other categories. Our 5 year Supercare has additional benefits over a manufacturer warranty, such as a free loan unit if yours needs to be repaired , and free servicing as often as you like within the 5 years. For more information please see our website at http://www.richersounds.com/information/warranties. Of course, if manufacturers wish to offer different terms then that it fine with us and customers end up with the best of both worlds. I hope this clarifies things. John Clayton Operations Director Richer Sounds
Nice to see somebody else has brought this up seeing as I can't talk about it.
Regardless of the whys and wherefores, it should be made abundantly clear to prospective customers exactly what warranty an item comes with, whether the retail offers an extended warranty or not. We all know that the big high street electrical retailers make most of their money from these unecessary extended warranties, mainly because the true warranty details are not revealed to the customer at the point of sale.
With all the fuss about extended warranties a few years ago, I'm surprised that people still buy them.
FrankHarveyHiFi:Nice to see somebody else has brought this up seeing as I can't talk about it.
Which of course you're not doing...
FrankHarveyHiFi:With all the fuss about extended warranties a few years ago, I'm surprised that people still buy them.
People still buy them because it gives them peace of mind.
My daughter recently bought a TV from Richer Sounds and at no time were we pressured to buy an extended warranty, in fact we had to ask for it (which is the correct way it should be done). Quite frankly the price at 10% of purchase price to my mind represented excellent value for money compared to some other retailers and she walked away very happy.
Sorry, it's something that really gets my goat.Andrew Everard:Which of course you're not doing...
We don't offer or actively sell extended warranties. We give 5 years on TVs 26" and above free of charge. If a customer asks about an extended warranty on another item we talk them through the D&G plans then, but only if they have raised the issue first.
It is very rare that the issue ever comes up, but occasionally we get a customer who wants the extra peace of mind, and that is what they are there for.
I think we may be at cross purposed here. Most people are clearly happy with the idea that a product may be available with a 5 year warranty. Great. Five years equals lots of peace of mind. How it's sold is also not really an issue, whether the retailer mentions it or the customer does isn't really at the bottom of the initial posters problem.
The problem is when the item ALREADY has a 5 year or extended warranty, and then the retailer tries to sell the consumer ANOTHER warranty on top of this. Additional features, my backside. Two warranties is two warranties (unless there is a microscope handy). This is innappropriate and as well as smacking of completely unethical trading also suggests a poorly trained salesforce who are not familiar with their products.
If a manufacturer offers an extended warranty as standard, retailers should not be pushing their own product in addition.
As usual, Will, you miss the point. As John said,
Richer Sounds:Our 5 year Supercare has additional
benefits over a manufacturer warranty, such as a free loan unit if
yours needs to be repaired , and free servicing as often as you like
within the 5 years.
and the price is fully refundable if you don't use it during the five years.
matthewpiano:We don't offer or actively sell extended warranties. We give 5 years on TVs 26" and above free of charge. If a customer asks about an extended warranty on another item we talk them through the D&G plans then, but only if they have raised the issue first. It is very rare that the issue ever comes up, but occasionally we get a customer who wants the extra peace of mind, and that is what they are there for.
Thats exactly how it should be.
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I bought an Onkyo 606 and KEF 3005 surround set 12 months ago from RS in MK and wanted the extended warranty on the lot but the salesman told me I only needed it for the Onkyo as Kef covered the speakers.So they are not all bad. Training required.