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KS Owners refund

First Poster

Here's what I got back:

 

I understand that the TV did not come with the smart things extender as you expected.  Having viewed the product information on our in house system I can not see anywhere that it states these are included.  

As you have used the TV for over a year before contacting us we are unable to offer a replacement or a refund.  The TV is still fit for purpose and of satisfactory quality as a result we are in no breech of contract.  

Whilst I appreciate that this may not be the answer you were hoping for I trust that you can understand our position on this.  

It does state on all our smart TV's - Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs

Please do not hesitate to contact us if we can be of further assistance.  

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Explorer

Hi @paul1277

 

I couldn't see an option to PM you anywhere. It seems you got a good result from emailing Samsung. Could you share the email address you used to contact them? Was it someone higher up their?

 

Cheers

Black Belt 

@Waynimus wrote:

@Hi @paul1277

 

I couldn't see an option to PM you anywhere. It seems you got a good result from emailing Samsung. Could you share the email address you used to contact them? Was it someone higher up their?

 

Cheers


I used this 

<*******> 

uk.president*samsung.com

Black Belt 

@Maniac618 wrote:

Here's what I got back:

 

I understand that the TV did not come with the smart things extender as you expected.  Having viewed the product information on our in house system I can not see anywhere that it states these are included.  

As you have used the TV for over a year before contacting us we are unable to offer a replacement or a refund.  The TV is still fit for purpose and of satisfactory quality as a result we are in no breech of contract.  

Whilst I appreciate that this may not be the answer you were hoping for I trust that you can understand our position on this.  

It does state on all our smart TV's - Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs

Please do not hesitate to contact us if we can be of further assistance.  


You need to point out that this was not an app but a function of the TV which was promised.

Here is a copy for the KS tv advert

http://www.johnlewis.com:80/samsung-ue49ks7000-suhd-hdr-1-000-4k-ultra-hd-quantum-dot-smart-tv-49-wi...

 

Also send the the ADR decission

 

https://drive.google.com/open?id=1wchOMdwsbyzfMV4dbYBvh0wxDkkn9Z_z

 

Paul

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@Maniac618 wrote:

Here's what I got back:

 

I understand that the TV did not come with the smart things extender as you expected.  Having viewed the product information on our in house system I can not see anywhere that it states these are included.  

As you have used the TV for over a year before contacting us we are unable to offer a replacement or a refund.  The TV is still fit for purpose and of satisfactory quality as a result we are in no breech of contract.  

Whilst I appreciate that this may not be the answer you were hoping for I trust that you can understand our position on this.  

It does state on all our smart TV's - Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs

Please do not hesitate to contact us if we can be of further assistance.  


What they have stated there has nothing to do with the SmartThing feature but with the smart apps. Get back to them and quote the following from the description:

"Control Your Connected Home With SmartThings Extend
Developed alongside SmartThings, Samsung’s SUHD TV will have built-in software to let you do anything from switching on your lights to locking your doors**. It will connect to over 200 SmartThings compatible devices and put your home under complete wireless control – all from your TV. This way, you’ll be able to set the right scene in your living room without getting off the sofa. Please note that this feature is coming soon.

**With free Samsung SmartThings Extend USB adapter available within 2016, additional purchase necessary to connect other appliances to the TV."

Then tell them that you can not control your Samsung light bulb from your television as described because you haven't got the dongle and that Samsung are not going to produce it. Therefore the television is clearnly not as described and your entitled to a full refund. If they still resist then you'll probably have to go through ADR but I'm confident they will find in you favour.

Black Belt 

This is the releventpart from J L advert

 

*Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs.

**With free Samsung SmartThings Extend USB adapter available within 2016, additional purchase necessary to connect other appliances to the TV.

 

This says you will get a free dongle, nothing to do with any apps, but a function of the TV.

 

Send them that.

Black Belt 

@paul1277 wrote:

This is the releventpart from J L advert

 

*Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs.

**With free Samsung SmartThings Extend USB adapter available within 2016, additional purchase necessary to connect other appliances to the TV.

 

This says you will get a free dongle, nothing to do with any apps, but a function of the TV.

 

Send them that.


Also they make a fact of having the tVfor over a year but point out that there is a 6 year time limit for misrepresentation, and it is not fit for putpose because you can control smart things via the TV as advertised and as a result is a breach of contract. 

Black Belt 

meant to say you can not control the smart things via your TV 

Explorer
Thanks. With regards to issues mentioned about TV schedule recordings. This is not something I have tested yet, but is this likely to be an issue on the KS7500 too?

It's so disappointing to hear of all these aspects that just don't function correctly, and especially the promised features that have been canned - especially for the price paid for an otherwise well reviewed and top brand.
Explorer

I’m trying to replicate the recording problem and could do with some advice.  I tried using a usb card reader with a micro sd card but the recording failed.  Do I need to use a usb disk drive or can I use a usb stick?  This is a backstop in case JL don’t come up with an offer.

 

Thanks

Steve

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