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Explorer

That is interesting, I will certainly put that email as part of my claims form. It is extremelly annoying that they play so much hardball with me in particular, but all that intimidation, discrimination or distraction they try to give, will work to their disadvantage -even the delay for me means that by the time they refund me, the 2018 TV models could have a reduced price. 

 

Let's see, I will start the process from MoneyClaim and hopefully I will have another refund case to share about JL in the refund forum. 

Explorer

Hi would 2018 Q7FN be a a direct replacmeent for my 65KS8000? or should I be stretching and asking for the Q8FN?

 

 

Thanks in advance

Black Belt 

@Inconceivable wrote:

Hi would 2018 Q7FN be a a direct replacmeent for my 65KS8000? or should I be stretching and asking for the Q8FN?

 

 

Thanks in advance

 

I would ask for the q8fn. This is edge lit but they have just released a 8 series that is fald like the q9fn,  but not as bright I believe. There is a review online about it.  Just do a search for the fald q8f. I am sure someone here knows more. 

Paul


Explorer
Hi Paul,

I've looked everywhere for the FALD UK version of the Q8, the stand on the Q8 on the Samsung site has different base stand to everything I can see or find online on reviews. Do you by any chance have a link for the review you are talking about?

Thank you for your help once more



Explorer
https://www.samsung.com/uk/tvs/qledtv-q8fn/QE65Q8FNATXXU/

This is the one I'm looking at on the Samsung webiste
Black Belt 

@Inconceivable wrote:
https://www.samsung.com/uk/tvs/qledtv-q8fn/QE65Q8FNATXXU/

This is the one I'm looking at on the Samsung webiste

Yep that's the one to ask for. All depends on what you paid for your telly. Refund then but what ever you want. 

Black Belt 

@Inconceivable wrote:
Hi Paul,

I've looked everywhere for the FALD UK version of the Q8, the stand on the Q8 on the Samsung site has different base stand to everything I can see or find online on reviews. Do you by any chance have a link for the review you are talking about?

Thank you for your help once more


https://www.flatpanelshd.com/news.php?subaction=showfull&id=1532064461

Highlighted
Explorer
I think that's the problem because they are saying it's £2,499 that they can offer TVs upto :( I'll see if I can push something else through tomorrow haah
Apprentice

Thank you for providing this information Mr Williams. From further discussion with our AV department they have explained that a small number of customers have reported issues with recording and that this is under investigation to locate the cause and address. They have had success with an update to another model, and so they are looking to expand this to be compatible with other models such as yours.

 

With the above in mind, while I do not have any information at present, the moment further details are received I will be in touch so that we can support where possible.


Thank you once again for taking the time to raise this with us.


Regards

 

****** *******
Customer Services Executive | UK & Eire

 

I received the above response from Customer services reference my Samsung KS 9000 series TV.

It has not recorded properley since I have had it which is 2 years and now Samsung want me to wait a further period  in order for them to find a solution. I can’t help but think that this response has FOBBED off written all over it. No time frame was given. I have replied to the effect that this is not acceptable.

 

 

 

Black Belt 

@Willnotrecord wrote:

Thank you for providing this information Mr Williams. From further discussion with our AV department they have explained that a small number of customers have reported issues with recording and that this is under investigation to locate the cause and address. They have had success with an update to another model, and so they are looking to expand this to be compatible with other models such as yours.

 

With the above in mind, while I do not have any information at present, the moment further details are received I will be in touch so that we can support where possible.


Thank you once again for taking the time to raise this with us.


Regards

 

****** *******
Customer Services Executive | UK & Eire

 

I received the above response from Customer services reference my Samsung KS 9000 series TV.

It has not recorded properley since I have had it which is 2 years and now Samsung want me to wait a further period  in order for them to find a solution. I can’t help but think that this response has FOBBED off written all over it. No time frame was given. I have replied to the effect that this is not acceptable.

 

 

 


paul1277 Hotshot
‎05-06-2018 03:36 PM

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 L***

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

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