Support

Open search

KS Owners refund

Navigator

 

Could you tell me how long it took JL to respond to your initial email?
Thanks

Explorer
So just got a reply from consumer ombudsman stating they cannot help due to the company not participating in our scheme. Totally being fobbed of by Currys now.
Explorer

Might be worth giving it a go via this website - I just came across it, seems to be backed by Martin Lewis (Money Saving Expert) and designed to deal with resolving these issues, it's called resolver and is completely free, but may end up taking it more seriously if they know 3rd party keeping an eye on it? 

 

I know there's a lot of help with email/letters and the law in here already but looks like they help with that too

 

https://www.resolver.co.uk/

Highlighted
Navigator

@Onpoint wrote:

Might be worth giving it a go via this website - I just came across it, seems to be backed by Martin Lewis (Money Saving Expert) and designed to deal with resolving these issues, it's called resolver and is completely free, but may end up taking it more seriously if they know 3rd party keeping an eye on it? 

 

I know there's a lot of help with email/letters and the law in here already but looks like they help with that too

 

https://www.resolver.co.uk/


Resolver is not an ADR body. It is there just to keep a record of your complaint and advise on what course of actions are open to you during the complaint process. They have zero powers and doubt Currys would be bothered about you using it. You best bet is to contact Currys again telling them what they said and ask for another ADR body that they are happy to use. If you purchased it online ask them if they are happy to use Online Dispute Resolution a try https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN. They don't have to be members but you will have to agree on an ADR body to use.

Explorer

@CJH26 wrote:

 

Could you tell me how long it took JL to respond to your initial email?
Thanks


It took a few days for them to initially try to fob me off with not reporting a missing item within 31 days. I replied to the e-mail reiterating the issue with the missing dongle and then it all went quiet. After a week I rang them up and eventually was put through to the buying office and was offered a hub.  It then took a calm conversation pointing out that the hub didn’t provide the functionality of the dongle.  I also pointed out that I was only asking for a credit not a refund, which they agreed to.  Personal I thought that John Lewis were very fair with me but I know that other people have had problems.  I sympathise with all of the retailers as it’s Samsung that should be picking up the cost for this.

Navigator

@sewarner wrote:

It took a few days for them to initially try to fob me off with not reporting a missing item within 31 days. I replied to the e-mail reiterating the issue with the missing dongle and then it all went quiet. After a week I rang them up and eventually was put through to the buying office and was offered a hub.  It then took a calm conversation pointing out that the hub didn’t provide the functionality of the dongle.  I also pointed out that I was only asking for a credit not a refund, which they agreed to.  Personal I thought that John Lewis were very fair with me but I know that other people have had problems.  I sympathise with all of the retailers as it’s Samsung that should be picking up the cost for this.

Thank you, It was Thursday I sent them a new message, I am awaiting their response.

Thanks also for taking the time to detail your steps. Its certainly something I will try as email doesn't seem to have gone anywhere all the previous times I have contacted them.

 

The whole situatation is a mess and lies with Samsung, But John Lewis should be behaving more like Richer Sounds and putting the customer first in all instances then sorting out returns to Samsung.

Voyager

Why are people who are being fobbed off,  especially from Currys,  not going straight to the Small Claims Court - why be bothered with ADR or other Resolution Companies?

Navigator

Because you will be in a stronger position if you can show you’ve exhausted all options and not just run straight to court 

Voyager
Right, thanks.
Explorer

Another day, another reply from JL.

 

Thank you for your latest email.

I understand you are disappointed that we are not offering you a refund however, as previously stated Samsung have offered a resolution to this matter.

Whilst I regret you remain dissatisfied, I believe we have responded fairly and appropriately to your concerns and do hope this clarifies our position on this matter.

 

Haha - JL responded fairly, what a load of tosh. I don't know how they can continue to say that the offer from Samsung regarding a Smart Things hub can be a resolution. It looks like I'll be going to the small claims court now.

Top Liked Authors