[Gordie]

Just going through the same problems with my 2010 sub. Tried phoning Ben on Monday, but had to leave a message on his voicemail - he never got back to me. Also tried speaking to someone else, but just got "everyone's on calls at the moment". I eventually got a response from someone via email to take this back to where I bought it. I explained that I now live about 800 miles from where it was purchased and after about another 4 emails, I was asked to return it to them for repair. I was asked to specifically request a quotation for repair and someone would call me with what the cost would be, but as yet I have heard nothing. I tracked the box and it was signed for on Tuesday morning first thing. I gave them a call just now to find out if my sub amp had been looked at, but was told that I couldn't speak to anyone as there was only 1 person working in the service department today and they were only accepting "accounts calls". I was then asked to try and phone back on Monday.

I know everyone raves on about the excellent customer service that KEF has, to be honest, I'm not seeing it yet. I was sold a piece of kit that included a known problem sub. When it inevitably went wrong, they don't seem to be in a rush to solve my problem - and wanting to charge me £50.00 for the priveledge. We should not have to pay for this - regardless of when I bought it. This should not be a warranty issue.