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Warranty question

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  • 27-10-2018 8:30pm
    #1
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭


    Hi guys,

    I emailed service@richersounds.ie a few days ago looking for help with an item I bought from yourselves.
    Just want to make sure that is the correct way to go about contacting you for a warranty issue?


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    #2
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    Hi guys,

    I emailed service@richersounds.ie a few days ago looking for help with an item I bought from yourselves.
    Just want to make sure that is the correct way to go about contacting you for a warranty issue?
    Hi xo_Chewy_ox,

    Our service team should have been in contact to discuss your issue. What is the problem you're having and I will have a look into this for you?

    Kind regards

    David


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    #3
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭xo_CHEWY_ox


    Hi David,

    I have heard nothing back yet anyway.
    This is what I sent them:

    "Just wondering about the warranty on an item I bought from yourselves. It is a Q Acoustics M4 that I purchased on the 27/04/17 Order number 108308.

    It has not had an awful lot of use, a few hours a week maybe. About a month ago I noticed some distortion in the audio. I thought maybe the supplied optical cable was the issue so picked up a new one and haven't really thought about it since.
    Tonight though it has become very noticeable again. It is only on certain frequencies, its particularly obvious with dialogue. I have tried it with multiple cables, devices and inputs (Bluetooth, optical, analogue) and the issue persists.

    I am not sure what the warranty policy is as I have never had an issue with anything I have bought from you guys but I really hope you can help me out here. I am even happy to pay a bit towards a repair or replacement, I just don't want to feel like the €300 I spent less than 2 years ago was for nothing."


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    #4
    Richersounds.ie: John
    Company Representative Posts: 9,463 ✭✭✭Richersounds.ie: John


    xo_CHEWY_ox wrote: »
    Hi David,

    I have heard nothing back yet anyway.
    This is what I sent them:

    "Just wondering about the warranty on an item I bought from yourselves. It is a Q Acoustics M4 that I purchased on the 27/04/17 Order number 108308.

    It has not had an awful lot of use, a few hours a week maybe. About a month ago I noticed some distortion in the audio. I thought maybe the supplied optical cable was the issue so picked up a new one and haven't really thought about it since.
    Tonight though it has become very noticeable again. It is only on certain frequencies, its particularly obvious with dialogue. I have tried it with multiple cables, devices and inputs (Bluetooth, optical, analogue) and the issue persists.

    I am not sure what the warranty policy is as I have never had an issue with anything I have bought from you guys but I really hope you can help me out here. I am even happy to pay a bit towards a repair or replacement, I just don't want to feel like the €300 I spent less than 2 years ago was for nothing."

    Chewy,

    I personally responded to you the morning after you sent your mail:

    From: John McDonald <johnmc@richersounds.ie>
    Sent: 25 October 2018 10:55
    To: '<ad2@gmail.com>; (redacted)
    'service@richersounds.ie' <service@richersounds.ie>
    Subject: RE: Warranty Enquiry

     

    Hi A(redacted)

     

    Thanks for the mail and apologies both for the delay getting back to you and for the inconvenience with your Q Acoustics M4 – It’s REALLY unusual to hear of any issues with the M4!!

     

    Don’t worry on the warranty front we will look after that for you – if you could send it back to us ( please make sure it’s really well wrapped for shipping!!) with your receipt, a return address and if possible a clear fault description – we will get that back to Q Acoustics and as soon as it has been checked out by QA we will deliver it back to you.

     

    Apologies again for the hassle and if you could cc any reply to Stephen and Aaron who look after service administration for us at service@richersounds.ie we will get that sorted for you,

     

    Best regards,

     

    John McDonald

     

    Director

    Richer Sounds Ireland

     

    John McDonald / Managing Director / Richer Sounds Ireland / www.richersounds.ie / johnmc@richersounds.ie



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    #5
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    Hi David,

    I have heard nothing back yet anyway.
    This is what I sent them:

    "Just wondering about the warranty on an item I bought from yourselves. It is a Q Acoustics M4 that I purchased on the 27/04/17 Order number 108308.

    It has not had an awful lot of use, a few hours a week maybe. About a month ago I noticed some distortion in the audio. I thought maybe the supplied optical cable was the issue so picked up a new one and haven't really thought about it since.
    Tonight though it has become very noticeable again. It is only on certain frequencies, its particularly obvious with dialogue. I have tried it with multiple cables, devices and inputs (Bluetooth, optical, analogue) and the issue persists.

    I am not sure what the warranty policy is as I have never had an issue with anything I have bought from you guys but I really hope you can help me out here. I am even happy to pay a bit towards a repair or replacement, I just don't want to feel like the €300 I spent less than 2 years ago was for nothing."
    Hi xo_CHEWY_ox,

    I had just seen an email from John McDonald he had sent to you at the end of the week regarding the fault.

    We can certainly get that repaired for you if you send the item back to our store at:

    7 Smithfield Square North
    Belfast
    BT1 1FN

    Please make sure it is well packaged for shipping and include your return address, a copy of the receipt and a fault description and we'll ship it back to you when it comes back from Q Acoustics. As John says, it's very rare we get any issues with Q Acoustics products but you do have a 2 year warranty on the M4 so we can definitely get it sorted for you.

    Let me know what you think.

    Kind regards

    David


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    #6
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭xo_CHEWY_ox


    Hi John,

    For some reason that first email was flagged as spam! Sorry about that.
    That's great, ill look into getting that shipped back asap.


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    #7
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    Hi John,

    For some reason that first email was flagged as spam! Sorry about that.
    That's great, ill look into getting that shipped back asap.
    No problem, keep us posted!


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    #8
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭xo_CHEWY_ox


    Hi guys,

    Just want to make sure this arrived ok and if you know how long it might take?


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    #9
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    Hi guys,

    Just want to make sure this arrived ok and if you know how long it might take?
    Hi Xo_Chewy_oX.

    When was the unit shipped back to us as I have not seen it arriving in with us as of yet?

    Were you supplied with any tracking details for the consignment?


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    #10
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭xo_CHEWY_ox


    Richersounds.ie: Kenny wrote: »
    Hi Xo_Chewy_oX.

    When was the unit shipped back to us as I have not seen it arriving in with us as of yet?

    Were you supplied with any tracking details for the consignment?
    It was picked up on the 31st of October. I will contact the courier now.


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    #11
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    Richersounds.ie: Kenny wrote: »
    Hi Xo_Chewy_oX.

    When was the unit shipped back to us as I have not seen it arriving in with us as of yet?

    Were you supplied with any tracking details for the consignment?
    It was picked up on the 31st of October. I will contact the courier now.
    Hmmmmm.

    Seems a long time for delivery.

    I'll go and have another hunt at this end.


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    #12
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭xo_CHEWY_ox


    Richersounds.ie: Kenny wrote: »
    xo_CHEWY_ox wrote: »
    Richersounds.ie: Kenny wrote: »
    Hi Xo_Chewy_oX.

    When was the unit shipped back to us as I have not seen it arriving in with us as of yet?

    Were you supplied with any tracking details for the consignment?
    It was picked up on the 31st of October. I will contact the courier now.
    Hmmmmm.

    Seems a long time for delivery.

    I'll go and have another hunt at this end.
    The tracking says it was signed for in the Midlands! So it definitely didn't make it to you.
    Ill get back once I hear from them :(


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    #13
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    Richersounds.ie: Kenny wrote: »
    xo_CHEWY_ox wrote: »
    Richersounds.ie: Kenny wrote: »
    Hi Xo_Chewy_oX.

    When was the unit shipped back to us as I have not seen it arriving in with us as of yet?

    Were you supplied with any tracking details for the consignment?
    It was picked up on the 31st of October. I will contact the courier now.
    Hmmmmm.

    Seems a long time for delivery.

    I'll go and have another hunt at this end.
    The tracking says it was signed for in the Midlands! So it definitely didn't make it to you.
    Ill get back once I hear from them :(
    I wounder how the heck that has happened :confused: ????

    Was it one of our other branches that it went to do you know?


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    #14
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭xo_CHEWY_ox


    I wish I knew. It was parcel connect I used and their tracking is very vague. I have emailed them for more information.


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    #15
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    I wish I knew. It was parcel connect I used and their tracking is very vague. I have emailed them for more information.
    Hey X0_CHEWY_OX.

    Keep me updated on what they say.


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    #16
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭xo_CHEWY_ox


    Richersounds.ie: Kenny wrote: »
    Hey X0_CHEWY_OX.

    Keep me updated on what they say.

    So it has finally turned up in their warehouse, supposedly the tracking label was missing from it!
    Anyway, they have said it will be delivered tomorrow. Can you please let me know when/if it arrives.


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    #17
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    Richersounds.ie: Kenny wrote: »
    Hey X0_CHEWY_OX.

    Keep me updated on what they say.

    So it has finally turned up in their warehouse, supposedly the tracking label was missing from it!
    Anyway, they have said it will be delivered tomorrow. Can you please let me know when/if it arrives.
    That's great news that they've found it! I'll keep an eye out for it arriving and will let you know as soon as we receive it!

    Kind regards

    David


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    #18
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭xo_CHEWY_ox


    Sorry for bothering you with this again but it is showing as delivered now, just want to make sure you actually have it?


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    #19
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    Sorry for bothering you with this again but it is showing as delivered now, just want to make sure you actually have it?
    Hey Xo_Chewy_oX.

    It arrived in yesterday with us and we are going to unwrap it this morning and get it checked over and take it from there.


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    #20
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭xo_CHEWY_ox


    Richersounds.ie: Kenny wrote: »
    Hey Xo_Chewy_oX.

    It arrived in yesterday with us and we are going to unwrap it this morning and get it checked over and take it from there.

    That's a relief. Never again! XD


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    #21
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    Richersounds.ie: Kenny wrote: »
    Hey Xo_Chewy_oX.

    It arrived in yesterday with us and we are going to unwrap it this morning and get it checked over and take it from there.

    That's a relief. Never again! XD
    Ill be back in touch very shortly once we have opened it up :)


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    #22
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭xo_CHEWY_ox


    Hi guys, just wondering if you have heard anything from Q acoustics?


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    #23
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    Hi guys, just wondering if you have heard anything from Q acoustics?
    Hi xo_CHEWY_ox,

    We have sent it off and are waiting for word back from Q Acoustics.

    If we haven;t heard anything by Monday afternoon I'll get my service advisor to call for an update for you.

    Kind regards

    David


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    #24
    xo_CHEWY_ox
    Registered Users Posts: 172 ✭✭xo_CHEWY_ox


    Richersounds.ie: Kenny wrote: »
    Hi xo_CHEWY_ox,

    We have sent it off and are waiting for word back from Q Acoustics.

    If we haven;t heard anything by Monday afternoon I'll get my service advisor to call for an update for you.

    Kind regards

    David


    Hi guys, did you get any update on Monday?


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    #25
    Richersounds.ie: Kenny
    Company Representative Posts: 17,277 ✭✭✭✭Richersounds.ie: Kenny


    xo_CHEWY_ox wrote: »
    Richersounds.ie: Kenny wrote: »
    Hi xo_CHEWY_ox,

    We have sent it off and are waiting for word back from Q Acoustics.

    If we haven;t heard anything by Monday afternoon I'll get my service advisor to call for an update for you.

    Kind regards

    David


    Hi guys, did you get any update on Monday?
    Hey Xo_CHEWY-oX

    Sorry for the delay. 

    Gave the repair agent a call and they hope to have it back with us by the middle of next week.

    As soon as its through the door we will return it to you straight away.


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