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Explorer

I have also now switched over to the LG OLED.

 

RS are doing an exchange over the next few days to collect my ks8000 and deliver the B7.

 

Many thanks to all who have helped and posted all of the relevant information needed to get a result.

 

As for Richer Sounds, they have again been a superb retailer to deal with. Will continue to get all of my tech from them...albeit not another Samsung product!

Voyager

@low-def wrote:

I have emailed this morning to query the Q8 as the correct model but we’ll see.

 

Contemplating whether to give an LG OLED a go or not.


go for it, trust me you wont be disappointed

 

Just keep pixel refresher on and keep it on standby instead of plufgging off you will never face burn in

Explorer
Many thanks for the tip.
Black Belt 

@low-def wrote:

I have also now switched over to the LG OLED.

 

RS are doing an exchange over the next few days to collect my ks8000 and deliver the B7.

 

Many thanks to all who have helped and posted all of the relevant information needed to get a result.

 

As for Richer Sounds, they have again been a superb retailer to deal with. Will continue to get all of my tech from them...albeit not another Samsung product!


Well done and well done Richer Sounds. Could you also spread the word especially on AV Forums, Samsung facebook page and Twitter. This and other refunds prove it is possibe, and the more that make a claim the harder it will be for them to refuse. Again well done.

Thanks

Paul

Explorer

@paul1277 wrote:

@Mal1 wrote:

I just ordered the LG oled65b7v from richer sounds. They have given me close to full refund on 65inchKS800. Just over £100 less than full price. Richer sounds have proved good to deal with. 

They are picking up old tv and delivering free. 

A big thank you to you all on this forum.  Paul1277, a special thanks for all your thorough work on this. 

 

Well done and glad I could help. Spread the word and hopfully more will be successful.

I was supprised when Samsung UK gave me a full refund for my 65KS9500 due it not doing sceduled recording which they eventually admitted they were having problems with, all there newer models including the q series. Their customer service would never admit that and had me running round in circles. It was only by going to the CEO UK Samsung when I got things sorted. It still took a lot of emails and I also included the smart connect and iplayer HLG. They would only accept there was a fault with the recording. Anyway still got my money back.

Again well done and hopfully everyone else on this path will see it is possible because Richer Sounds would not refund if they did not have to under consumer law. This could be used as an example to other companies.

 

Paul


 


Hi Paul, can you please explain what the problem is with scheduled recordings.  I have a KS8000 so would I see the same problem?  I may need this as ammo is JL don’t come up with an offer.

 

Thanks

Steve

Helping Hand

@low-def wrote:

RS are doing an exchange over the next few days to collect my ks8000 and deliver the B7.

[...] 

As for Richer Sounds, they have again been a superb retailer to deal with. Will continue to get all of my tech from them...albeit not another Samsung product!


Congrats. I agree RS are awesome. I think this upcoming football contest might be a good opportunty for refunds because they will have a larger number of enquiries. 

If I may ask, did they offer you a choice of models? Money towards whatever you like, or was it more restricted?

 

Explorer
I simply sent the letter template from the first pages on here and had an email back within a few days saying they would offer me £1199 credit towards any tv they stock.
Black Belt 

@sewarner wrote:

@paul1277 wrote:

@Mal1 wrote:

I just ordered the LG oled65b7v from richer sounds. They have given me close to full refund on 65inchKS800. Just over £100 less than full price. Richer sounds have proved good to deal with. 

They are picking up old tv and delivering free. 

A big thank you to you all on this forum.  Paul1277, a special thanks for all your thorough work on this. 

 

Well done and glad I could help. Spread the word and hopfully more will be successful.

I was supprised when Samsung UK gave me a full refund for my 65KS9500 due it not doing sceduled recording which they eventually admitted they were having problems with, all there newer models including the q series. Their customer service would never admit that and had me running round in circles. It was only by going to the CEO UK Samsung when I got things sorted. It still took a lot of emails and I also included the smart connect and iplayer HLG. They would only accept there was a fault with the recording. Anyway still got my money back.

Again well done and hopfully everyone else on this path will see it is possible because Richer Sounds would not refund if they did not have to under consumer law. This could be used as an example to other companies.

 

Paul


 


Hi Paul, can you please explain what the problem is with scheduled recordings.  I have a KS8000 so would I see the same problem?  I may need this as ammo is JL don’t come up with an offer.

 

Thanks

Steve


I will do may best to try to condense the story but it did take over 8 months from start to finish. They will try all tricks to get out of it but as you have seen you have a case because Richer Sounds would not be giving refunds if there was none. I bet the other retailers hate RS. I post the details shortly.

Paul

Black Belt 


Hi Paul, can you please explain what the problem is with scheduled recordings.  I have a KS8000 so would I see the same problem?  I may need this as ammo is JL don’t come up with an offer.

 

Thanks

Steve


I will do may best to try to condense the story but it did take over 8 months from start to finish. They will try all tricks to get out of it but as you have seen you have a case because Richer Sounds would not be giving refunds if there was none. I bet the other retailers hate RS. I post the details shortly.

Paul


This is quite a long post but this is Samsung admitting they have a problem with the sceduledrecording on all their 2016 2017 TV's.

It took only a few emails to the CEO to sort, here are the main one’s.

S e a n * * * * * * 

Senior Customer Services Executive| UK & Eire

e: ********** moderators will not allow emails so change * to @

t: +44 (0) 330 726 7864

Before that online chats and telephone calls and never once did I get a call back even though they promised they would.

I bought a 65KS9500 from Amazon (first mistake because you loose your section 75 protect). After a couple of weeks it stopped doing scheduled recording. I contacted Samsung online and after 3 or separate chats they advised a full reset. That worked (but I lost all my settings), for a couple of weeks and stopped. Samsung customer service then had me taking photo’s of the TV changing USB drives and I was getting no where. They arranged for Martin Daws to inspect the TV and they changed the one connect, didi not work, then they came around again and changed the main PCB board. Wow it work, for 2 weeks and again stopped. That's when I contacted the CEO and this is the email,

Yes, it's in respect to my TV not recording which has been ongoing since August without getting rectified.  I  had Martin Daws round twice to change the one connect and then the main PCB board.  It worked for a week after the board was fitted.  If I do a factory reset it works for a week then stops working. Martin Daws informed me that they had sent a request to you tech for advice last October and had heard nothing.  When I contact your support all I get is to contact Martin Daws,  and M Daws say they cannot do anything until they hear from you.  I feel like the piggy in the middle.  What with the HLG,  HDR10+ and smart connect and a TV that will not do as advertised I am getting a little bit fed up. 

Thanks

25 jan 2018”

 

 

This was there reply

 

This issue of scheduled recording and some reports of challenges being experienced remains under review by our Product Support Team at Head Office.

 As a result, in light of the number of challenges that you are facing with this television and pursuant to your specific situation if you could provide us with a copy of your purchase receipt we will be happy to consider your claims further.

 Regards

 Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864

26 jan 2018”

So I did and this came next which was a nice suprise

Dear Mr L***

 We would be happy to exchange for the QE65Q9FAMTXXU as a full and final resolution to this matter.

 If this is agreeable I will proceed with arrangements.

 Regards

 Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864”

Which was agreeable to me and then I got this email,

On 29 January 2018 at 16:44, UK President <*******> wrote:

Dear Mr L***

 Thank you for sending a copy of your receipt as requested.

 As previously mentioned in light of the various challenges that you are facing we would like to consider an exchange model for you, as advised this is pertinent to your specific situation.

 However, prior to reviewing a suitable exchange we first do need to highlight that the scheduled recording issue is an on-going discussion with our Product Specialists in Head Office and HQ and thus any replacement may encounter similar issues.  In addition the Smart Things Extend is not a feature that was released and thus will not be available on any replacement.

 We wanted to provide transparency ahead of further discussions but if you did wish to consider the exchange we would be happy to review and discuss further.

 Regards

 Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864 “

It is in this email where they admit to an ongoing problem with scheduled recording which they had to cover them selves so that I would not send the new tv back with the same issues. I agreeded and they did replace the TV at no cost.

The TV did have the same recording issues as the KS, but worst the the HDR picture was auful and so dull. I put pictures of Star Trek on here and AV Forums to show how bad it was and a lot agreeded. I also sent same pictures to the CEO and he said they were within spec! I was about to hit cloud nine when I continued reading the email,

 

Paul

 

On 21 February 2018 at 15:50, UK President <*******> wrote:

Dear Mr Lowe

 We are in receipt of the further photos however our Product Specialists position remains that the panel/TV is not faulty and is within specification.

 I feel that we are therefore at an impasse as your request to exchange would not progress this matter to your satisfaction. 

 Therefore, if you could forward a copy of your purchase receipt for the original product (I cannot see that we have this on record) we will offer a refund payment in respect of this product following collection of the replacement.

 Regards

 Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864

Samsung Electronics UK
Samsung House
1000 Hillswood Drive
Chertsey, Surrey, KT16 0PS

As you can see they have offered a full refund which I got.

Hope helps

Paul

Hotshot

@low-def wrote:

Hi,

 

Did anyone manage to get a refund or swap with Richer Sounds?

 

Purchased my 55KS8000 in March 2017 and like everyone now every disappointed to see it won't be getting the HDR10+ / HLG updates or Smart Things Dongle.


Yes some have

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