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Explorer

@Jep_uk wrote:

@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. 


Thanks for this, I tried searching for the model on the JL web site and it could not be found.  Using Google gets you there, may be useful info for other people if they don’t already know 👍

 

Steve

Navigator

@sewarner wrote:

@Jep_uk wrote:

@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. 


Thanks for this, I tried searching for the model on the JL web site and it could not be found.  Using Google gets you there, may be useful info for other people if they don’t already know 👍

 

Steve


When you complain I would stick to the SmartThing Extend issue. Do not mention BBC iPlayer, HLG or HDR10+ support; they will use this to divert away from the fact the SmartThing Extend was clearly advertised in the description and it can not and never will be able to do it. This was the only argument I raised with Richer Sounds and ADR found in my favour. You can also use my ADR case as an example; as the descriptions they have used are almost identical to Richer Sounds.

Explorer

Hmm, my post has disappeared it seems....

 

here it is again:

 

my final resonse to the retailer:

 

Hi,
Thank you for the reply.

It would appear that we have reached an impasse in resolution.

I see you remain steadfast in your current stance and therefore I am left with no choice but to pursue further action.

I have to also state that I am concerned that your ‘advisors’ are not aware of the updated or current ‘LAW’
The ‘LAW’ (Oct 2015 consumer regulations Act) cleary states that I have up to 6 years from the date of purchase to make my complaint known and seek a satisfactory resolution. Not 10 months, or 30 days, but 6 YEARS.
I have seen and researched various online articles, adverts and seen SmartThings advertised by Amazon on the same model of TV on their marketplace, plus statements from Samsung and all these things influenced my decision to buy that TV.
The problem is that the LAW states that my contract is with the retailer (that’s you) and I feel that I have been mislead by the advertisements and online articles, press releases from Samsung, etc, into buying a TV with features that don’t exist.

The LAW states that as the retailer with whom my contract is with, it is YOU that I have a statutory right to seek a resolution with. This can be by means of a repair (not possible) replacement (possible) or a final right to reject and claim a full refund upon return of the goods anytime from 1st day of purchase up to 6 years from the 1st day of purchase.

It is a shame that they are not aware of the 2015 consumer regulations as it is the LAW.

I will be in touch later when I have decided which avenue I will take next, to enforce ‘the LAW, and my statutory consumer rights, along with it.

Many thanks
*****

 

Is this correct, I think it is as I understand it?

Apprentice

Hey guys, I'm having a lot of trouble with returning my 55" KS7000 (purchased in April 2017) back to John Lewis. I emailed them with the template email in the first few pages of the thread. They responded by asking me to phone them which obviously isn't ideal because I've only just read into this stuff in the past day or so.

 

Their argument for declining any possible return/refund:

 

1) The SmartThings Extender was only promised to people who purchased in 2016. As I purchased the TV in 2017 this does not apply to me.

2) John Lewis sees any promotional items as Samsung's problem, not theirs. If the consumer doesn't receive the USB, that's on Samsung, not JL.

3) Supposedly under the Consumer Rights Act, all of the features listed on JL's page about the TV are subject to change and that if any of those features were to be removed that wouldn't be on JL to handle those problems. The example the person gave over the phone used YouTube as an example. Just because YouTube is listed as one of the features of the TV doesn't mean you could get a refund if it were ever suddenly pulled from all Samsung TVs.

 

I'm honestly not quite sure what to do here. I really thought I would have no issues with John Lewis but I was mistaken. If anyone could help me out, I would seriously appreciate the support.

Highlighted
Black Belt 

@garbageJL wrote:

Hey guys, I'm having a lot of trouble with returning my 55" KS7000 (purchased in April 2017) back to John Lewis. I emailed them with the template email in the first few pages of the thread. They responded by asking me to phone them which obviously isn't ideal because I've only just read into this stuff in the past day or so.

 

Their argument for declining any possible return/refund:

 

1) The SmartThings Extender was only promised to people who purchased in 2016. As I purchased the TV in 2017 this does not apply to me.

2) John Lewis sees any promotional items as Samsung's problem, not theirs. If the consumer doesn't receive the USB, that's on Samsung, not JL.

3) Supposedly under the Consumer Rights Act, all of the features listed on JL's page about the TV are subject to change and that if any of those features were to be removed that wouldn't be on JL to handle those problems. The example the person gave over the phone used YouTube as an example. Just because YouTube is listed as one of the features of the TV doesn't mean you could get a refund if it were ever suddenly pulled from all Samsung TVs.

 

I'm honestly not quite sure what to do here. I really thought I would have no issues with John Lewis but I was mistaken. If anyone could help me out, I would seriously appreciate the support.


Hi number 1 where does their advert state it was not available in 2017? You can also state that it was in 2018 when Samsung admitted to not now supplying the free dongle.

 

Anything advertised on the retailer's promotion information about the product is covered by the regs. Yes, they did start saying they could not accept responsibility for any apps, but the smart things dongle is not an app and is not a promotional item but a promised function.

 

The youtube is an app and not a function as explained and yes the retailer is responsible for everything it advertises under the Oct 2015 Consumer regs and they can not say subject to change and if there is a functional change then they must inform you a the time of purchase, so you can decide if you still want it.

Ask them why richer sounds are giving refunds and show them the following link,

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

which it ADR ruling against richer sounds which you could state that a civil court would rule in the same way, and if they want to go down that avenue.

Also, section 75 credit card protection and again send them that link.

It does seem that John Lewis are trying every argument possible to put you off, because they know once they refund one they will have a richer sounds problem, and that can last for 6 years from the purchase.

Paul

Navigator

@paul1277 wrote:

@garbageJL wrote:

Hey guys, I'm having a lot of trouble with returning my 55" KS7000 (purchased in April 2017) back to John Lewis. I emailed them with the template email in the first few pages of the thread. They responded by asking me to phone them which obviously isn't ideal because I've only just read into this stuff in the past day or so.

 

Their argument for declining any possible return/refund:

 

1) The SmartThings Extender was only promised to people who purchased in 2016. As I purchased the TV in 2017 this does not apply to me.

2) John Lewis sees any promotional items as Samsung's problem, not theirs. If the consumer doesn't receive the USB, that's on Samsung, not JL.

3) Supposedly under the Consumer Rights Act, all of the features listed on JL's page about the TV are subject to change and that if any of those features were to be removed that wouldn't be on JL to handle those problems. The example the person gave over the phone used YouTube as an example. Just because YouTube is listed as one of the features of the TV doesn't mean you could get a refund if it were ever suddenly pulled from all Samsung TVs.

 

I'm honestly not quite sure what to do here. I really thought I would have no issues with John Lewis but I was mistaken. If anyone could help me out, I would seriously appreciate the support.


Hi number 1 where does their advert state it was not available in 2017? You can also state that it was in 2018 when Samsung admitted to not now supplying the free dongle.

 

Anything advertised on the retailer's promotion information about the product is covered by the regs. Yes, they did start saying they could not accept responsibility for any apps, but the smart things dongle is not an app and is not a promotional item but a promised function.

 

The youtube is an app and not a function as explained and yes the retailer is responsible for everything it advertises under the Oct 2015 Consumer regs and they can not say subject to change and if there is a functional change then they must inform you a the time of purchase, so you can decide if you still want it.

Ask them why richer sounds are giving refunds and show them the following link,

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

which it ADR ruling against richer sounds which you could state that a civil court would rule in the same way, and if they want to go down that avenue.

Also, section 75 credit card protection and again send them that link.

It does seem that John Lewis are trying every argument possible to put you off, because they know once they refund one they will have a richer sounds problem, and that can last for 6 years from the purchase.

Paul


Totally agree with what Paul has stated. If they still resist and your willing to wait I would say take it to ADR. They do have an ADR site they they approve and one of the dispute resolution bodies you can select is Retail ADR; which it what I used. If they rule in your favour I doubt they will refuse you your refund.

Helping Hand

Agree with both @paul1277 and @Ramos049 .

 

"The SmartThings Extender was only promised to people who purchased in 2016." - that's just false and made-up, and JL would have to prove it.

 

It was promised to ALL purchasers, free, with a date given of "due by end of 2016". Nowhere was it ever restricted to only purchases which took place in 2016?

 

Perhaps they are seeking to argue that it would only be supplied free of charge, to purchasers in 2016. Ok, even if that were true, it's still not available, is it? So the same problem applies: misrepresentation of the cababilities of the TV.

 

Smart Promise.pngThis was Samsung's promise

 

Smart Delivery.pngThis was NOT the promise - don't be fooled into accepting this

 

Apprentice

Thank you so much @mrtickle, @paul1277 and @Ramos049 for your help. I'll draft up an email tonight with all of this information and let you know what John Lewis say.

Explorer

@paul & @Mrtickle 

 

di you guys think what I have said back to the retailer is ok? 

 

I am worried that because I can’t show he specific link to item and how it was originally laid out with the Smartthings ad that they may have a way of getting out of it

Navigator

@garbageJL wrote:

Hey guys, I'm having a lot of trouble with returning my 55" KS7000 (purchased in April 2017) back to John Lewis. I emailed them with the template email in the first few pages of the thread. They responded by asking me to phone them which obviously isn't ideal because I've only just read into this stuff in the past day or so.


Please keep me updated with how you get on.

 

I have been dealing with them since February and am still no closer to a resolution. I have tried various other things in between times, See my earlier posts.

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