Another update: After getting replacement/refund authorisation last week from John Lewis I decided to go for a refund as the LG TV I wanted wasn't in stock, and I also wanted a wall mount and their selection of mounts is very poor.
I now have an RMA number and the TV will be collected this coming Saturday. I'll be visiting Richer Sounds next week to buy my replacement TV from them, along with a wall mount.
Just to correct one bit of information: I previously stated that an uplift number from Samsung hadn't been required for JL to authorise the refund. It turns out that Samsung did provide a number last week. The guy who arranged my refund today confirmed this and said that he had to enter the number in his form to complete the transaction.
As others have said, this number is not actually necessary for the retailer to agree to replace or refund products. JL seem to insist on one , which was why my case dragged on for so long. It's interesting that Samsung relented last week and gave them an uplift number. This is further proof that they are acknowledging the fault and the lack of resolution.
After referring JL to your case I have just received the following response back. Although I am impressed with receiving a response on a Sunday I am a little dissapointed with its contents. It is clear that JL are dealing with everyone on a case by case basis, either that or they don't have the ability to check other cases to see if there is any connection.
It looks like I have no other option but to contact Samsung directly. All very frustrating and in my opinion unnecessary .
It will be interesting to see whether to person I speak will have any knowledge of this issue.
Wow, this is deeply unimpressive from JL, especially this paragraph:
"Regrettably, I am unable to discuss another customer's case with yourself due to security reasons; however, I would like to assure you that we strive to assist our customers in every way possible. As this issue is not something within our control, and not something in which our guarantee covers, we are advising of the best next steps to reach an appropriate resolution."
For JL: The TV doesn't work as specified. It's sold as a smart TV yet the apps can't be easily updated due to a hardware deficiency. A smarthub reset is required, or manually updating the apps one by one. It is therefore not fit for purpose and is covered by their guarantee. They don't need to discuss my case with you but simply look it up and see what was agreed.
Just as well I got a refund! They won't be having any more of my money. I'm sure you'll get there in the end but it's clearly going to take a bit more time. Once Samsung give you the brush off, which they will, you can go back to JL and get them to arrange a visit from a 3rd party repair company, which should speed up matters. I understand the frustration though. None of us should have to go through this.
Question: when I spoke to Samsung they did a remote reset of the TV, the update error message has not appeared again since this as the apps are now up to date. Is the only way for the error message reappear to wait for one of the built in apps to be updated or is there any other ways to get the error message to come back?
I'm still presuing my refund with currys but I'm not going to be able to show anyone the problem until the message is showing agian.
The system updates all the built-in apps every month, so next time it happens you should get the error message back. You could 'encourage' it to appear next month by updating the firmware, if you haven't already. That takes up to another 50MB of storage, leaving even less for the apps.
Well the apps auto-update every month. The system firmware seems to update quarterly. That's based on having had my TV since last November and firmware updates have been released in January and April.
Update: Had this reply back from Crampton & Moore...
As your order was fulfilled by Amazon you would need to contact them on the contact us section of the website or by calling Amazon on 08002797234.
Customer Care After Sales Advisor
Unit 2B, Shortwood Business Court, Hoyland, Barnsley, S74 9LH
01226 350754 www.cramptonandmoore.co.uk