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Helping Hand

wrote:

That would be great mate. At least then I can Go at it a different way and if no luck I can go back to resolver and decide what to do. Thank you


Dear Sebastian,

Apologies for contacting you directly on this matter as I have not heard anything back from Team Know How or Customer Services for since the 7th of Jan and I am unsure if my case is still being actively looked into or not.

The case number in question is CC3591537.

I have included everything I have sent in writing to Curry’s Northampton including the letter of intent and also Samsung UK have also emailed me personally admitting to misrepresentation and the reason why I waited so long to take this up with Currys was  that Samsung promised it would be out during 2016 and then It was delayed till the end of 2017 before cancelling it completely.

I appreciate your time on this matter and in light of all the evidence I have provided I sincerely hope Curry's do the right thing and offer me either a full refund or replacement of my choosing and of course I want to avoid the small claims court if at all possible and I hope that myself and Curry’s can come to a mutual agreement.

If the case CC3591537 is still actively being looked into could I ask for this to be confirmed so I know for my own peace of mind

Many thanks for your time and co-operation on this matter.

Kind Regards,

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was the email address you used @dixonscarphone.com or @dixonscarphonegroup.com? Seems there are two depending where I look
Helping Hand

wrote:
@Was the email address you used @dixonscarphone.com or @dixonscarphonegroup.com? Seems there are two depending where I look

dixonscarphone.com

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Thanks mate - email sent. Obviously has to change it a bit but used some of it (where you were nice). Had to change mine from not hearing from customer service to going round in circles and getting nowhere. And I mentioned what I had been offered was offensive especially as 'Tom' said the Hub was exactly the same thing.

See what happens now I guess. Another week of waiting I guess.
Helping Hand

wrote:
Thanks mate - email sent. Obviously has to change it a bit but used some of it (where you were nice). Had to change mine from not hearing from customer service to going round in circles and getting nowhere. And I mentioned what I had been offered was offensive especially as 'Tom' said the Hub was exactly the same thing.

See what happens now I guess. Another week of waiting I guess.

I got a response back in 24 hours or under, so tomorrow I expect you will geta reply or by the latest Monday

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I have had an email back from somebody at John Lewis director relations.

They have told me they are investigating my concerns with the buying team and Samsung directly.

They wish to pass my details onto Samsung which I have agreed to.


I have however made it clear that I wish all my communication to continue directly with JL as they are the retailer and that if Samsung are to offer a Smartthings device as a resolution then I am not interested as it is not the same as the original extend USB adapter that was promised as it does not provide the same functionality.

Navigator

I just had a very interesting email from JL, which I post below. My first reaction is I do not think I should liaise with Samsung as JL are liable for the miss selling and if agree to the passing of my details to Samsung then somehow JL may try to say I have accepted their resolution. So, any thoughts people?

 

"Thank you for your most recent email.
 
I’m sorry to hear the Samsung television you purchased does not have all of the features advertised at the time of purchase. This has been brought to my attention as I understand you’ve been unable to reach a satisfactory resolution with our Customer Service team.
 
I completely appreciate how frustrating this must be and I’m sorry for the inconvenience caused. John Lewis strives to provide detailed and accurate information to all our customers to allow them to make an informed decision on their purchases. We rely on our suppliers to provide up to date, correct product descriptions, which in turn we then display in our stores and on our website. Please trust it would never be intention to mislead our customers in any way.
 
Our Head Office team are currently liaising with Samsung and I’d be most grateful if you could allow me some time to fully investigate your concerns. I’ll be back in touch with you as soon as I can provide a further update. In the meantime, Samsung have offered to contact you directly and this may resolve the matter for you; would you be happy for me to pass on your contact details to allow them to do so?"

Hotshot

wrote:

I just had a very interesting email from JL, which I post below. My first reaction is I do not think I should liaise with Samsung as JL are liable for the miss selling and if agree to the passing of my details to Samsung then somehow JL may try to say I have accepted their resolution. So, any thoughts people?

 

"Thank you for your most recent email.
 
I’m sorry to hear the Samsung television you purchased does not have all of the features advertised at the time of purchase. This has been brought to my attention as I understand you’ve been unable to reach a satisfactory resolution with our Customer Service team.
 
I completely appreciate how frustrating this must be and I’m sorry for the inconvenience caused. John Lewis strives to provide detailed and accurate information to all our customers to allow them to make an informed decision on their purchases. We rely on our suppliers to provide up to date, correct product descriptions, which in turn we then display in our stores and on our website. Please trust it would never be intention to mislead our customers in any way.
 
Our Head Office team are currently liaising with Samsung and I’d be most grateful if you could allow me some time to fully investigate your concerns. I’ll be back in touch with you as soon as I can provide a further update. In the meantime, Samsung have offered to contact you directly and this may resolve the matter for you; would you be happy for me to pass on your contact details to allow them to do so?"


There is no harm in listening to Samsung. Might give a chuckle. 

But by agreeing to listen to Samsung you are being reasonable.  It is an interesting response from them which I think is helpful. We shall see,  you might be offered a smart things hub! ! !!!!! 

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The small problem with this is that Samsung aren't exactly reliable, they were the ones making the darn promises they haven't kept.

 

I was told the ceo of samsung would be in touch well over a week ago.

 

I was also offered the smart things hub by Samsung, so clearly they know what the issue is here and I'm not at all confident they will make any serious offer to us. I hope I'm wrong, I suppose they could offer us a trade up or something.

 

I'm not sure though that we need to patient as the contract is between us and John Lewis or whoever sold it to you. There's no debate the item isn't as described, so that's up to the retailer to fix.

 

 

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Here is my latest reply to JL - I have used others posts and cobbled something together...

 

Thank you for your reply, it is much appreciated.

 

I want to continue to liaise with John Lewis directly as the retailer of the product rather than with Samsung in this instance.

 

I am aware that recently that Samsung are known to have offered the standalone SmartThings Hub to certain customers and I want to be clear that this is not an option I am interested in. I am disappointed in regard to the broken promises regarding the Samsung Smartthings Extend USB adapter. As I have alluded to in previous correspondence Samsung promised that its entire 2016 smart TV line-up will be Internet of Things (IoT) ready and all TVs will apply IoT hub technology, allowing the TV itself to act as the controller for the entire smart home. This is a crucial part, as the function to have the TV as the hub and centre of the smart home cannot be acquired with the standalone Samsung SmartThings Hub. It only allows the hub to connect to the TV and gives you the option to control the TV with the SmartThings mobile app. It cannot change the lighting, check the smart front door camera or use any other advertised smart features straight from the TV’s interface like promised. Here you can see the specific functions that are missing from the solution: https://youtu.be/KPhLa2ddWFY. This was also specially addressed by Samsung Electronics America President & COO, Tim Baxter, at CES 2016. He starts talking about the SmartThings Extend USB adapter at the 3:55 mark on this video, https://youtu.be/bqkZw6NY3K8?t=3m55s.

 

It is clear that there is no way to deliver this function Tim Baxter talks about, which was promised and described in the Samsung press release, now that the Samsung Smartthings Extend USB adapter has been discontinued, so please do not try to say that the separate SmartThings hub will give this functionality as it will not.

 

I can appreciate John Lewis tries to provide “detailed and accurate information” to its customers however the fact remains that in this case John Lewis supplied the UE49KS8000 TV advertising it with a Samsung Smartthings Extend USB adapter on the JL website, this has not been supplied and under the Consumer Rights Act 2015, all goods supplied by a trader to a consumer should match any description upon which has been relied to make your purchase. Therefore, as a result of this miss selling of the UE49KS8000 TV by John Lewis, I am entitled to a full refund of £1307.50.

 

I look forward to hearing from you shortly.

 

Yours sincerely

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