Local shops, great service

Last week, we were prompted by an on-screen reminder to re-tune our digital TV receiver. This is a PVR, set up to record programmes that we don’t have time to watch. The government is issuing various frequencies to be available for the roll-out of the 5G phone network, so all the channels are switching around during 2019. Naturally, I ignored the message, intending to ‘do it later’. That proved to be a mistake on my part, as usual. By Sunday evening, we were losing various TV stations at an alarming rate, and when Monday arrived, we had no BBC at all.

I finally got around to re-tuning, to be greeted with the alarming message that we had no channels at all. Never mind, we can always disconnect the PVR, and just watch the actual TV. Wrong. The error message declared ‘No signal’. At least there was the streaming box, which doesn’t rely on the outside aerial at all, using an Internet connection. But that provides TV as a ‘catch-up’ service, showing programmes after they have been on. It is also unable to show every programme we might want to watch, due to copyright issues.

But it was better than nothing.

As the TV was happy to show us the Internet-connected service, I concluded that it was actually working. This meant the fault might lie with the PVR box, or the aerial connector. Lacking much technical know-how, I considered calling in a TV repair service. But customer surveys told me that this could cost anything from £50 to £150, so I seriously considered replacing the seven year-old TV, and buying a new PVR box at the same time.

This morning, I concluded that the cheapest option was to renew the cable for the TV aerial, something that would cost less than £20. If that didn’t solve the issue, then I would have to bite the bullet, and ‘get a man in’. So when I got back from Ollie”s walk this afternoon, I made the short drive into Dereham, to call at the branch of Hughes Electrical. We had originally bought the TV and DVD player from another of their branches, soon after moving to Norfolk. We also bought our recently replaced electric cooker from them, so trust the company.

As I walked into the branch, I was greeted by a pleasant young man who would not have looked out of place wearing a school uniform. I explained all my TV issues to him, and asked to buy a replacement aerial lead. He had one for a little over £10, good value. However, he advised me not to waste my money on it, before checking that my existing one was actually faulty. He then went on to explain to me, in terms I could understand, how to plug the aerial into the TV, disconnect the PVR, then re-tune the TV first. He assured me that if this worked, then there was nothing wrong with my aerial cable, and I should then be able to reverse the process, and re-tune my PVR box.

Twenty minutes later, I had followed his simple suggestions, and everything was working as normal. He could have so easily sold me the aerial cable, even suggested a more expensive version. He could have insisted that my PVR wasn’t working, and I might well have bought a new one there and then, at a cost of almost £200. But all he did was offer me advice, and suggest that I save my money.

I have no connection with this company, but I have once again discovered the value of using a local shop, instead of a huge out of town warehouse, where personal service is non-existent. And the actions of that pleasant young man have guaranteed that I will be a loyal customer for as long as that shop is open.

59 thoughts on “Local shops, great service

  1. A great story. That’s where we want to come back here. Although its a very rural area here only a few craftsmen left. These are already asking for very high prices, because its their only income. So now- when I’m at home- I’m not only the IT technician, but I also have to fix all the other things. So far with success! 😉 Michael

    Liked by 1 person

      1. It’s the same here. We always go our local stores first. They know us well. It’s nice have that front porch kind of conversation whenever we go in. And they always know just what we need. Same as you.

        Liked by 1 person

  2. This was so technical it might have been written by Ron! Usually he is the only one who can so accurately(I assume since I have no idea what you are talking about) these matters. I love the salesman who didn’t actually sell you anything. Great young man.

    Liked by 2 people

  3. Glad it is all up and running. We only access live TV through our smart TV and Now TV box apps and the rest is all streaming on demand so I had no idea any of the this was happening. I do believe the average person when asked does want to help other people when they can… maybe I am very naïve.

    Liked by 2 people

    1. You could be right, Abbi. But my experience in huge warehouse retailers like PC World and Currys was very different to the customer service from this shop that only has two branches. 🙂
      Best wishes, Pete.

      Like

  4. Well there’s a “feel good”story Pete…nice to have a company want to help you, even if it doesn’t line their pockets! It’s a smart “long term” play: one you DO want service, you will go to them because of how well they treated you now…

    Liked by 2 people

  5. How nice! We have been lucky and not had to retune, but our Recorder will not ‘keep’ ITV3 for some odd reason. No matter how many times we retune, the next time we switch it on the channel has disappeared. We can watch it in the TV but not record anything on that channel. We have had the box for a long time so I guess the software isn’t supported any more.

    Liked by 2 people

    1. Some channels just won’t work in certain regions of the country, Jude. Our Humax PVR is seven years old, but I make sure not to ‘fill it up’ with stuff, and regularly delete things I never got around to watching. I also switch it off at the wall a few times a week, so that the hard drive gets a rest. 🙂
      Best wishes, Pete.

      Liked by 1 person

  6. Nice to hear a tale about someone who did a good deed instead of trying to sell you something that you didn’t need. From a customer service angle, this guy would have my business based on this incident alone.

    Liked by 2 people

    1. Thanks, Pete. Yes, things may be a little cheaper from online giants like AO and Amazon, but where is the help and advice, or personal contact? That shop will definitely be getting all my relevant business in future.
      Best wishes, Pete.

      Like

  7. Good customer service is how a business builds a solid clientele. It’s so hard to find a business these days that is honest and helpful. It seems like so many just want to dig into your pocket, no matter how shallow it may be.

    Liked by 2 people

  8. Brilliant! Phil always uses Richer Sounds in Newcastle for TV stuff, and though they are a bigger concern with stores in lots of places, they are similarly helpful, so we always go there instead of places like curry’s. Glad you got it sorted.

    Liked by 3 people

  9. There’s a lot to be said for local, we purposely use the local builders merchant for the advice they give, the big DIY places are faceless and staffed by people who are there simply there to pick up a wage.
    Glad to hear you had a positive experience.

    Liked by 2 people

    1. Cheers, Eddy. I try to use the local shops in town whenever I can. Otherwise, everything will close down, and we will only be left with the ‘big boys’.
      Best wishes, Pete.

      Like

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