Richer Sounds after sales TV service, i've had a bad experience so far

Yes - but Richer Sounds were fantastic.  Philips / Philips' repair service (3rd party contractor) were awful.  Issue was getting stuck in the middle of the three, but RS stood up, replaced my television, and dealt with it.

When my Pioneer Kuro developed a problem last year, Sevenoaks was supporting me immensely, in terms of constantly being in touch with the service centre & Pioneer support regarding progress & keeping me informed. When the service centre people damaged the displayport cable before Christmas, Andrew from Sevenoaks (who set the demo up for me when I bought my AV equipment) came over just before Christmas at 9pm with a spare displayport cable to temporarily set things up for me, so I was not left without a TV over the Christmas holiday period. 

I would expect no less from Richer Sounds. I have heard good things about them so far. I'll keenly be watching the progress of your case, the outcome of which will decide whether I would recommend Richer Sounds to forum members seeking purchase advice or not. I sincerely hope they don't end up being another Currys or Comet.  

I hope your issue gets sorted soon. 

hi oldboy,sorry to hear about your problem with your tv,and poor service from richer sound ,what has panasonic have to say about it,surley they have a role to play in this ,maybe call them and tell them that your not happy with service from richer sound and ask if they could take up your issue with the fault on your tv after all it's their product.If richer sound can't fix your tv it's their job to find someone that can.

Hi 

Just found the thread it was under "Loewe TVs" and John Clayton was his name and his role was Operations Manager - could try talking to him.  It has his email address in the thread.

Also here.

My understanding is that the service is being done by Panasonic as the TV is less than a year old & not Richer Sounds.

http://www.whathifi.com/forum/tvs-and-projectors/help-gt30-has-a-strange-clouding-effectwhat-is-it?page=1

Cheers BB that's the one.

Many thanks for the info, Sevenoaks response to your issue was excellent so kudos to them.

All contact has been through Richer Sounds and they have been arranging all visits from the repair company so i would presume it has nothing to do with Panasonic because i have contacted them about the issue but they are not aware of any issue in the GT30 series such as the one i have. They did ask that i get the repair company to contact their technical support team if the tv was attempted to be repaired again but the tv was not taken away for a 2nd time so i didn't relay this information.

The tv is still under it's first years warranty which runs until the 13th of this month then i'm into my extended warranty that i purchased from Richer Sounds with the tv. I may try contacting Panasonic again once i get a response from Richer Sounds regarding the engineers report.

gel and bigboss,

The email address you gave me for Mr John Clayton has worked a treat, at last i've had some contact over the situation with my GT30 tv. Just a shame i forgot to take my phone out with me as i would have spoken to him today but at least i've had an email to ask when i'm available to speak to him so hopefully i get a chance to talk tomorrow and get the ball rolling regarding a solution.

Very many thanks for the email address you both provided, without it i feel i may have been stuck in this situation for some time

Hi mate

Ah nice one, and no probs - glad to help.

Cheers

Gel and big boss,

Jolly well done, excellent support of a fellow forumer.  

Glad to be of help. 

John is usually very good in sorting problems out. I once spoke to him when I had trouble sourcing Sonos ZoneBridge, especially due to one branch not taking me much seriously & just giving me empty promises. Sorted with one call. 

Good to hear Mr Clayton was of help to you bigboss, just hope he is equally helpful mith my situation although i can't help but be pesamistic given how things have gone so far. Just hoping that i get a call today so that i can discuss my concerns and frustration with him, fingers crossed some sort of resolution will be forthcoming

UPDATE with a resolution:

This morning, as promised, i got a very nice and productive call from Richer Sounds with Stephen who was calling on behalf of John Clayton who was unfortunately out of the office today.

I was able to discuss the issue with my 42GT30 tv and my concerns about Visual FX regarding their opinion that replacing the screen again was the only option regarding a repair with that probably not solving the issue. Stephen from Richer Sounds agreed that my reluctance to have the screen replaced again was justified and that another course of action was now indeed warranted so i asked if a straight like for like replacement was possible when asked what would be a suitable resolution, unfortunately Richers don't have any stock of the 42GT50 and of course the 42GT30 is no longer in production.

I have been offered a full refund of the cost of the tv and the extra 5 year warranty as a resolution which comes to £980 and i can use this to either purchase a new different tv with Richers or shop elsewhere, this seems very reasonable seeing as though the GT50 is unavailable so i am now looking at alternatives which begs my next question...what next??

I'm inclined to go for the Sony KDL46HX853 due to its glowing reviews but there is a fly in the ointment, it's going to cost me an extra £130 to get it and it will come without any 3D glasses...should i haggle with the price of this tv when i ring them back with what i want to do or look at something else???

One alternative i was looking at was the Panasonic 50ST50 which is cheaper and obviously bigger in screen size and would cost me an extra £30 but the reduced spec has me wondering if this is the right tv for me? I play alot of PS3 games so the plasma reaction time appeals but i'm thinking an LED may suit me better as i will be using the tv primarily for blu ray movies, normal tv (SD + HD) and gaming, any ideas?

Of course i'm very much open to other suggestions but i really want to wrap this up today and get a new tv sourced so i can ring Stephen from Richer Sounds and tell him what i want to do and perhaps haggle the price, by the way £1100 is my budget limit.

A big thank you goes out to all the forum members that have contributed to both of my threads concerning my tv issue and i can assure you all that i could not have got a resolution without all your help, you have all been brilliant and your continued support and advice has been unbeleivably helpful and has kept me positive throughout...i don't know what else to say except a very heartfelt thank you to you all

Also one last mention to Richer Sounds...they got there in the end and came through for me with flying colours and despite this experience my faith in the company remains undented if a little sour after this issue but i will still be shopping with them as i have been for many years. Thank you very much to John Clayton and Stephen for taking my concerns seriously and acting quickly to get a suitable resolution.