Archers TV Service Ltd

Jan 9th, 2023

My parents contacted Archers Dartford after their TV developed a fault. The engineer took it away for further inspection, temporarily replaced it with a loaned TV set, before advising them that they needed a new TV (with the vague explanation that their faulty one was 15 years old and replacement parts werent available). My parents are well into their 80's and know little about tech and simply followed the direction they were being advised. They therefore ended up paying 429 for a new Samsung TV with an RRP of 369 that can be purchased online for as little as 319, Archers explanation being that particular model (Archers choice, not the customers) was "out of stock" at retailers advertising it at reduced prices (not true for all of them) and my parents' one had an 5 year warranty as opposed to the usual one year. Additionally, they were charged 50 for a "Universal Pedestal" when the new TV had its own stand included, because the customer "needed a stand that swivels". A 70 installation fee was also added for a job I could've done myself, although it must be said that the engineer was patient with them, completed the job to their satisfaction and gave me an explanation of what he was doing over the phone at the time. A tech savvy customer could've got the exact same new TV from another retailer, installed it themselves and saved 250. This smacks of elderly people being charged top dollar because they went along what they were being sold in good faith. Nothing illegal took place because the shop acted "under instruction" from the customer, be they poorly advised or otherwise. No impropriety has been accepted by Archers nor any refund offered. Ultimately, my parents got what they wanted (a TV that works!) but I strongly feel that they were overcharged an expense they can ill afford. Moral of the story ... Shop around! And if you don't fully understand what you are buying, get a trusted relative or friend to help you. ------------------------------------------------------------------------------------------------------ FOOTNOTE (in response to Archer's reply below): The response from Archers to this review is wholly inadequate and misleading. It contains a number of false statements. I did not "rant" at them over the phone. Rather, we had a calm & measured conversation ("meaningful dialogue", to use Archers own words), all be it with unsatisfactory answers, during which time Archers chose not to remedy the situation favourably. Their policy seems to be (judging by other negative reviews) that an unhappy customer is always wrong. Archers clearly need a lesson in customer service and public relations. I stand by my earlier statement ... I remain unconvinced that the old TV was unrepairable, that my parents got a bad deal from this retailer, as evidenced by the fact that this product is available right now from numerous other sellers for considerably less than they paid, and their vulnerable status as pensioners ignorant about modern tech & electronics left them open to being taken advantage of.
Sep 3rd, 2022

Aug 6th, 2022

Excellent customer service from a small business. Fast delivery, and very reasonable prices in comparison to larger stores. Would definitely recommend.
Jun 27th, 2022

Nov 20th, 2021