MITCHELL & BROWN Home Entertainment
support is a combination that drives customer loyalty and repeat business. It’s a partnership that works both ways.”
Q - What support do you offer your retailer network? What kind of training, marketing, or aftersales support do you provide to help independents compete? RG: “We pride ourselves on supporting independents with everything from sales rep visits to online video tutorials for our features, as well as
latest POS materials to PR 30
marketing campaigns and local advertising. Our UK helpdesk is always available to support customers directly, reducing the burden on the retailer. We also run tailored promotions and offer merchandising support to help independents stand out against the multiples. It’s about giving our partners the confidence to sell and the tools to compete effectively.”
Q - Looking at the big picture, what are the key trends you’re seeing in TV features and functionality today? RG: “The integration of streaming and broadcast services into a single seamless platform is the dominant trend, with Freely being a perfect example. Consumers expect their TV to be the hub of their entertainment, combining live channels, apps, and on-demand content effortlessly and without set-to-box add- ons. At the same time, improvements in energy efficiency, voice control, and ease of use are becoming increasingly important as households look for TVs that fit into their lifestyle, not just their living room.”
Q - How do you see TV technology evolving over the next five years, and where does Mitchell & Brown position itself in that future? RG: “We see TV technology becoming more integrated, intuitive, and consumer-friendly – at least certainly with Mitchell & Brown TVs! Broadband content delivery is set to play a much bigger role in how people watch television and Mitchell & Brown’s focus will remain on bringing these innovations to market in a way that’s accessible and reassuring for the customer. Integrating Freely across our independent retailer TV ranges this year, backed by our seven-year warranty, is a perfect example.”
We speak to John Byrne, Joint Partner at independent Nantwich Television Centre, about his experience with Mitchell & Brown.
ERT: How long have you sold Mitchell and brown products, and why did you take them on? John Byrne: “Around about 2017, and we took them on initially because we wanted an independent brand on board, and we really wanted a brand that offered a better warranty than the standard.”
Q - And I guess they do hold up to that guarantee? JB: “Yes, they do, and the company is brilliant, absolutely brilliant. We sell the QLED and the LED TVs in the Mitchell & Brown range, and the warranties on them are great. If they do have a fault with the televisions,
they always honour those if
there’s a problem with the TV. Our rep is also brilliant to deal with.”
Q - How do the TVs perform in store, and what do customers like about them? JB: “They perform well and, as many of our customers are older, they like them because they’re easy to operate, and the functionality is flexible to suit people’s needs. So, for example, if a customer doesn’t want to worry about all the different inputs and just wants to watch the telly, we can disable some of those.
“Freely also makes things easier. If a customer
doesn’t have a great aerial, or no satellite dish, the Freely is great as it’s just plug and play – very easy to set up. The fact that it is a British brand is appealing to some customers, but what really impresses them is the really long guarantee.”
Q - And what is the customer service like from M&B? JB: “I have no qualms in saying that they are the best company I think we’ve ever dealt with when it comes to issues, you know, repairs, etc. I don’t think there’s anyone that’s done it better for us. We’re a small shop, and I think the focus for Mitchell & Brown has been more on the independents. I’ve got nothing but praise for them. Until they give us a reason not to stop selling their product, we will keep selling it!”
Q - Why would you recommend Mitchell & Brown to fellow retailers? JB: “The TVs are really good quality, with good picture quality, but it’s about the whole package – that combination of good product, excellent warranty and excellent customer service. Customer service is virtually dead among the bigger brands, but M&B bucks that
trend, with customer service that second to none.” is
September 2025
ertonline.co.uk
View from the shopfloor
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