Richer Sounds Service Department
Repairs - Book Your Repair Online
In the unlikely event that your product develops a fault then please use our online form to book a repair.
To get an update on an existing repair please have your repair reference number or your receipt number ready and fill out our online form.
Please allow at least 14 days from your repair being booked in, before contacting us for a progress report.
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. 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. You still only need to call our direct customer service number 0333 900 0094. By selecting the correct option your call will be routed to the relevant manufacturer. Dealing directly with the manufacturer allows their experts to diagnose and often resolve perceived faults over the phone. They can even sometimes log in to your product online to help fix it, and all without going backwards and forwards through us. If they can’t help there and then they can book a time, directly with you, for one of their engineers to visit. All of these things generally improve the repair process by helping to speed up repair times. 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.
If you require assistance, please contact our Customer Service team on 0333 900 0094.
Originally, set up for in house servicing of our own products. We will now also carry out an assessment, repair or service for any product that you have purchased from Richer Sounds (past or present). Our policy is to offer a quick reliable repair service which is good value for money. Each job is individually assessed so we do not have target prices or quotas to comply with that may adversely affect you. Please read below for further details.
We operate within industry standard guidelines, and as a company we are well aware that no one enjoys a product failure. So it is our aim to reduce the inconvenience to you as far as possible and keep your costs as low as possible. If, however, we believe you would be best served by replacing your unit, we will say so and we have very helpful, knowledgeable and experienced staff in all of our stores who can assist you in such an instance.
While your unit is in our possession please be assured that we will take care of your unit as if it was our own. Each store has its own supplies of custom-made packaging to protect your repair while in transport and in our workshop. Our team of engineers collectively have over 100 years of experience in handling customers' units we have specialist equipment in each of our workshops to protect and support your equipment.
COSTS & CHARGES
|Initial charge for repairs to electronic equipment:|
|Two channel audio* (e.g. Amp, CD, Tuner, Turntable, Streamer, Wireless Audio, etc)||£40|
|Speakers (Per speaker)||£20|
|Subwoofers and soundbars||£65|
|Home Cinema Receiver*||£65|
|TV up to & including 39"||£60|
|TV from 40" up to 47"||£75|
|TV from 48" up to 55"||£80|
|TV from 56" up to 64"||£90|
|TV 65" and above||Please contact us|
|Items not specified above||Please contact us|
*Some brands (e.g. Arcam, Naim, Audiolab, etc) offer a fixed price repair service for carrying out repairs to their models, which will be reflected in the initial charge amount. For any Sonos product repairs, please contact Sonos directly on 0800 026 1526. Please ask in-store for further details.
A quote to complete your repair will then be prepared and you will be contacted to approve this.
This initial charge is non-refundable, and covers any packaging and transportation costs (to and from our service location) and also covers our engineers time spent looking at and assessing your repair. If we feel we can complete the repair by using only a small number of general components we will complete the repair within the prices shown above.
If however we have to order specialist parts to complete the repair to your unit, we will prepare an estimate for you to approve. Generally this is done by telephone but in any instance we are unable to contact you or leave you a message we may write to or email you advising you of the estimate to complete your repair. (Please remember that when replacing parts, it is possible that a unit may require multiple parts, this may not become apparent until the first parts have been fitted and your unit tested, meaning we may need to revise your initial estimate for your approval).
EXTENDED T&Cs OF SERVICE
Repair out of warranty
You will be charged an initial charge, which is redeemable against the final cost of repair. This is non-refundable and covers our costs in assessing, transporting and looking after your unit to prepare your quote to repair your product.
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). 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.
Following the issue of an estimate, if we receive no communication within 30 days, we will contact you a second time in writing. 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.
If the estimate is refused, you will have one of two options;
• you can elect to collect (have returned) the unrepaired equipment or,
• you can authorise us to arrange disposal of the equipment
Any balance to be paid upon completion of your repair must be paid in full before collecting your unit. This can be done in the store you are collecting your repaired unit from. Any parts used to repair your product will remain the property of Richer Sounds until you have fully paid for the completed repair. 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. This guarantee only covers the work carried out to affect the repair of the item, not the whole item against other unrelated faults occurring.
We reserve the right to cancel any repair for any reason.
We cannot offer any compensation for inconvenience.
Any refund offered will be subject to deduction of our costs incurred.
Taking your unit to one of our stores
To avoid damage occurring during transportation, please ensure that your product is securely packaged. 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.
All 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.
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.
Returning units to original settings
Whist being repaired your unit may be returned to original factory specification. This may include (but is not limited to) return to region code 2 on DVD product, addition of latest manufacturer recommended software/hardware upgrades where applicable, loss of stored data due to flash memory/HDD being wiped/formatted during the reset to factory spec.
We do not guarantee being able to restore any bespoke settings, configuration or functionality. We cannot guarantee that we will be able to save any information stored on Hard Drives/flash memory contained within your unit; it is recommended that, where possible, you make hard copies of any content you want to keep before bringing your unit in to us for repair.
We have a team of four fully trained and extremely experienced service engineers who have second to none technical backup provided by some of the world’s leading manufacturers. Training courses are regularly attended with major manufacturers so we are always bang up to date on the latest developments and, with having such direct contacts we can obtain spare parts that others cannot.
You can take it to any of our stores around the UK where we can ship it to our engineering centre. However if for any reason you are not able to visit one of our stores you can also contact our national call centre on 0333 900 0094 or email firstname.lastname@example.org and we’ll do our best to help you.
The Service headquarters and Service Centre are located at Richer Sounds Offices and warehouse in Manchester. We will always do our utmost to ensure you are kept informed of the progress as we have dedicated colleagues providing our customers with regular updates