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KS Owners refund

Explorer

Morning all!

 

ok so I ended up replying anyway so I hope you guys can tell

me if I have responded correctly:

 

Hi,
Again I will also send this in the amazon messaging system.

After some searching around, I have managed to find this link for the same TV on amazon with the relevant information that was included in the original site link for the tv which I bought from you.

https://www.amazon.co.uk/Samsung-UE55KS7000-55in-SUHD-Smart/dp/B01FWENDSO/ref=mp_s_a_1_1?ie=UTF8&qid...

I still think it’s possible that amazon have altered the original page from which I purchased the tv as the screen grabs I sent you were from the original item page, but this was a feature advertised across the 2016 KS SUHD TV range, by most retailers and Samsung themselves. This was advertised world wide along with the other features described in my original message. I will also forward the original message again from this email address with the correct links that were removed from the Amazon messaging service.

Unfortunately the Oct 2015 European consumer regulations state that even though Samsung has incorrectly advertised the tv, I bought it from you, and my contract is with you.
This means that I don’t have to contact Samsung to resolve the issue. It makes it an implied term that the goods be as described, for for purpose and of satisfactory quality. I feel & believe that due to the false advertising by Samsung and as clearly shown on Amazon’s marketplace, the goods are not fit for their intended use.

The regulations also state that I have up to 6 years after purchase to raise and deal with goods bought that I feel were either mid-sold or or was mislead.

I once again state that I am happy to resolve this with you, by returning the tv to you for a full credit exchange - to the full value of which I originally paid, against another tv provided that you have the tv make and model which I would consider replacing it with, or if not, then I will excerise my final right to reject and accept a full refund of the original price paid.

I urge you to please reconsider your position on the matter as I will have to consider my options going forward to resolve the situation. I will also be contacting Amazon for their involvement as the advertisements are via their sales marketplace and are misleading.

For your reference, please see this link for a case file on this exact same issue with another retailer that was decided by alternative dispute resolution or ‘ADR’ : https://drive.google.com/open?id=1wchOMdwsbyzfMV4dbYBvh0wxDkkn9Z_z

I hope we can reach a suitable outcome on the matter shortly.

Regards
James

 

do you think this is correct?

Helping Hand
That looks like an excellent letter to me.
I wouldn't have included the "I will also be contacting Amazon for their involvement" sentence as it gives them a loophole "we'll wait to see what happens with that, then!" to jump into - give them an inch and they'll take a mile - but that said, the rest of the letter is clear and firm enough anyway.

Helping Hand

@Waynimus wrote:

@paul1111@mrtickleThanks both for your suggestion of the 2018 QLEDs as a replacement for the KS7500.

 

Assuming any QLEDs are offered, and tbh given the KS range are basically 2016 QLED models (with quantum dot display), I feel that is a reasonable expectation. I am curious though, just incase they do offer a 2017 QLED. What is the reason to push for a 2018 QLED over the 2017? Is the KS range in some way better than a 2017 QLED?


No, no reason other than 2018 is newer and better than 2017. Given the way you've been treated, the 2017 models already have a year-old version of Tizen and you're worried that Samsung will do the same to you all over again - so you want the latest model to minimize the future pain.

The 2018 QLED models are a lot better than 2017, in my opinion. One reason: the 2017 models had the thin fibe-optic cable going from the One Connect Box to the TV, but both the OCB and the TV needed to be plugged into the mains! Two sockets required on the wall for one TV! The 2018 models have a slightly thicker (but still very thin) cable, which also carries power, so back to one wall socket being needed (like every other TV in the world).

 

Explorer
Thanks.

I only mentioned contacting amazon as it gives me another avenue to pursue as their own A to Z policy puts extra pressure on the traders to resolve the situation, and from what I’ve read, thy usually push in favour of the customer & in turn the traders rating with them gets affected - so it pays for them to back down!

Hopefully I haven’t complicated the issue, but I will wait and see what result I get
Explorer

So this is their response to my email:

 

Thank you for your email,

I do appreciate your willingness to resolve this with us.

However, having discussed this at length with our advisors, we are confident that we have neither mis-sold nor mis-advertised your product. Whilst I understand that there may have been external factors influencing your decision to buy, we cannot be held accountable 10 months later for a feature that we did not advertise.
I thank you for your understanding and have noted that you intend to escalate this further. We value our customers immensely, and try to assist as much as possible, even in very challenging situations. I cannot authorise a refund or credit note for an item which has been used for the best part of a year. I'm sincerely sorry.
We will of course communicate and cooperation with amazon if that is how you wish to proceed.

Thank you

 

So what now? Amazon or ADR?

Explorer

I have now also been contacted by the local Richer Sounds who have also offered a full refund if I return the TV. Note that I contacted both the local store and the customer services department. No problems with either of them, can't recommend them enough.

 

Unfortunately I'll still be waiting till I have time/money to replace the TV.

Black Belt 

@Kallb123 wrote:

I have now also been contacted by the local Richer Sounds who have also offered a full refund if I return the TV. Note that I contacted both the local store and the customer services department. No problems with either of them, can't recommend them enough.

 

Unfortunately I'll still be waiting till I have time/money to replace the TV.

 

Great stuff and there are some sales on at the moment.  Please tell others about your result. 

Paul. 


Explorer

@paul1277 wrote:

@Kallb123 wrote:

I have now also been contacted by the local Richer Sounds who have also offered a full refund if I return the TV. Note that I contacted both the local store and the customer services department. No problems with either of them, can't recommend them enough.

 

Unfortunately I'll still be waiting till I have time/money to replace the TV.

 

Great stuff and there are some sales on at the moment.  Please tell others about your result. 

Paul. 



Richer Sounds have a £100 off code (look on hotukdeals) for tvs above a £1000 if you buy online. 

Explorer

Does anyone have a link for the KS8000 for John Lewis.  I bought mine in Jan 2017.  I’ve seen the one for the KS7000 and may have to use that if JL push back.

 

Thanks, Steve

Highlighted
Explorer

@sewarner wrote:

Does anyone have a link for the KS8000 for John Lewis.  I bought mine in Jan 2017.  I’ve seen the one for the KS7000 and may have to use that if JL push back.

 

Thanks, Steve


https://www.johnlewis.com/samsung-ue49ks8000-suhd-hdr-1-000-4k-ultra-hd-quantum-dot-smart-tv-49-with...

Thats for 49 inch. All you need to do is type in google 'john lewis' and size of tv eg 49ks8000 and it takes you to product page which is still up, but just states no longer available. 

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