Agree with Rob entirely... Been there twice.
1st time was to buy a Yamha receiver - it was a quick & ease transaction (no tea & biscuits offered though!)
2nd time was to buy aKEF speaker system - sorted me out a great deal as I was a repeat customer. Very firendly and efficient but again got no tea & biscuits :(
Have not as yet dealt with returns as my stuff is working 100% but am extremely confident that they will deal with my issues efficiently.
You can just tell this company cares which is rare thing nowadays!
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