Please do not send accessories (eg remote controls/TV stand’s) with individual items of equipment, unless they are required for the proper function/ control of the device or are directly related to the fault or you are specifically asked to do so. We recommend that you cover the equipment in protective material, and then pack in a sturdy box with suitable packing material (eg bubblewrap) to avoid movement within the box.Īll our stores have supplies of packaging and will ensure that once your unit reaches our possession it is looked after and if deemed necessary will be re-packaged for transportation purposes. To avoid damage occurring during transportation, please ensure that your product is securely packaged. We cannot offer any compensation for inconvenience.Īny refund offered will be subject to deduction of our costs incurred. We reserve the right to cancel any repair for any reason. This guarantee only covers the work carried out to affect the repair of the item, not the whole item against other unrelated faults occurring. A 90 day guarantee will be given on the work carried out upon the successful completion of a repair: effective from the date of collection. Any parts used to repair your product will remain the property of Richer Sounds until you have fully paid for the completed repair. This can be done in the store you are collecting your repaired unit from.
you can authorise us to arrange disposal of the equipmentĪny balance to be paid upon completion of your repair must be paid in full before collecting your unit.you can elect to collect (have returned) the unrepaired equipment or,.If the estimate is refused, you will have one of two options If we again receive no response within 30 days, we will write to you a third time, if a further 30 days elapses with no response we will issue a 14 day disposal notice after which the equipment will be disposed of with no further advice. Any estimate that is given will not be changed without warning however receiving an estimate is not a guarantee that the work can be completed.įollowing the issue of an estimate, if we receive no communication within 30 days, we will contact you a second time in writing. Once an estimate is accepted a repair will normally be completed and returned to your local store within our target of 5 working days (providing that spares are readily available and received with no delays). This is non-refundable and covers our costs in assessing, transporting and looking after your unit to prepare your quote to repair your product. You will be charged an initial charge, which is redeemable against the final cost of repair. If, however, this is not the case and / or you are not receiving the levels of service that you expect from Richer Sounds, then please contact our customer service team who will immediately take over the process for you to help resolve matters to your satisfaction. All of these things generally improve the repair process by helping to speed up repair times. If they can’t help there and then they can book a time, directly with you, for one of their engineers to visit. They can even sometimes log in to your product online to help fix it, and all without going backwards and forwards through us. Dealing directly with the manufacturer allows their experts to diagnose and often resolve perceived faults over the phone. By selecting the correct option your call will be routed to the relevant manufacturer. You still only need to call our direct customer service number 03. We absolutely recognise that sorting your problems is our responsibility, so the only reason we do this is to speed up the repair process for you. We realise how important a television can be to our customers so in the unfortunate event that yours develops a fault we will often ask you to book your repair directly with the manufacturer.