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Explorer

Thanks for this clears it up

Explorer

Hi all,

 

Just initiated complaint with Currys yesterday evening with reference to the SmartThings Extend USB device being missing from two KS7000 sets I bought February 2017.

 

The manager at first kept trying to imply this was a software issue or app issue being missing from the TV which would be something they’re not responsible for. I had to repeat several times this was a missing piece of hardware as advertised on their knowhow page as per OP.

 

He escalated the issue to what he referred to as their ‘Medics’ and I’d hear back within 24 hours. I gave him printed copies of the page with all the information on regarding the SmartThings Extend and also the case notes from Mr Ramos for him to send over to the ‘Medic’ team.

 

Hoping to hear back soon with a positive response but I’m not holding my breath! I can see me having to put up quite a fight with Currys if previous issues I’ve had are anything to go by.

 

Just wanted to thank the OP for his efforts and sharing his experience on the forum!

 

Dom

Black Belt 

@Domaz1 wrote:

Hi all,

 

Just initiated complaint with Currys yesterday evening with reference to the SmartThings Extend USB device being missing from two KS7000 sets I bought February 2017.

 

The manager at first kept trying to imply this was a software issue or app issue being missing from the TV which would be something they’re not responsible for. I had to repeat several times this was a missing piece of hardware as advertised on their knowhow page as per OP.

 

He escalated the issue to what he referred to as their ‘Medics’ and I’d hear back within 24 hours. I gave him printed copies of the page with all the information on regarding the SmartThings Extend and also the case notes from Mr Ramos for him to send over to the ‘Medic’ team.

 

Hoping to hear back soon with a positive response but I’m not holding my breath! I can see me having to put up quite a fight with Currys if previous issues I’ve had are anything to go by.

 

Just wanted to thank the OP for his efforts and sharing his experience on the forum!

 

Dom


They know the issues and are really acting bad towards their customers by out right lying! I have been in contact with them via Twitter and Facebook and will pass on this blatant awful treatment of the customers. Just keep up the pressure and you are not on your own. 

Paul

Explorer
Thanks Paul, will update once I’ve heard back.

Dom
Apprentice

i just got this reply from richer sounds ireland

 

Many thanks for your mail and apologies for the inconvenience.

 

I do understand your annoyance but it’s perhaps a little unfair to say that we have mis-sold the TV – our site nor our colleagues never stated that the TV was HDR10 or HLG capable – in terms of the SMART THINGS issue this is a Samsung application that they for some reason have decided not to pursue in Ireland and this is completely beyond our control – as I am sure you understand TV manufacturers support and withdraw support for applications and features on their platforms across the lifespan of products and this is completely beyond our control.

 

If you are particularly interested in the SMART THINGS we will happily purchase a SMART THINGS hub for you so you can access the same functionality.

 

If you are looking for an upgrade to your TV just drop us a line with what TV you are looking at and we will see what we can do in terms of an upgrade for you?

 

Black Belt 

@peteeed wrote:

i just got this reply from richer sounds ireland

 

Many thanks for your mail and apologies for the inconvenience.

 

I do understand your annoyance but it’s perhaps a little unfair to say that we have mis-sold the TV – our site nor our colleagues never stated that the TV was HDR10 or HLG capable – in terms of the SMART THINGS issue this is a Samsung application that they for some reason have decided not to pursue in Ireland and this is completely beyond our control – as I am sure you understand TV manufacturers support and withdraw support for applications and features on their platforms across the lifespan of products and this is completely beyond our control.

 

If you are particularly interested in the SMART THINGS we will happily purchase a SMART THINGS hub for you so you can access the same functionality.

 

If you are looking for an upgrade to your TV just drop us a line with what TV you are looking at and we will see what we can do in terms of an upgrade for you?

 


Ok looks like they are ignoring the ADR result made against them and as we are still all in Europe I think it should apply to them as well.  They are using the same old excuss that 1, it is an app,  and 2, it's not their fault. But it is their fault as they advertised the TV as being able to be the Hub of your internet of things, a key feature, which can not be done with the separate Hub they are offering. Below is the ADR result so you can send them and a template letter outlining your argument.

The richer sounds ADR,


Page
2
/2
Page 1 of 2

IN THE MATTER OF:

113351574

FINAL DETERMINATION

BY

GEORGE HARRINGTON – ADJUDICATOR

3

rd July 2018

I have relied upon the information and documentation supplied by both the

complainant Mr Ramos and Richer Sounds, as contained on the RetailADR

portal, as at the date of this final determination.

I must base my determination i) on the facts and evidence provided ii) on what

is fair and reasonable in the circumstances and iii) in accordance with

applicable laws and regulations.

Mr Ramos requested a review of the recommendation issued following the

investigation of the complaint. Richer Sounds failed to respond.

Mr Ramos has challenged the recommendation as he believes that Richer

Sounds are responsible for covering the cost of returning the television.

After reviewing the complaint, I have decided that the further information

submitted does warrant a change to the recommendation in line with s20(8) of

the Consumer Rights Act 2015. The final determination requires Richer Sounds

to:

• Accept the return of the television and refund the full cost of £2339

• Bear any reasonable costs of returning the television

There is no appeal against the final determination and this letter ends the

process of investigating the complaint. Mr Ramos now has to decide whether

he accepts the final determination.

Acceptance should be indicated to RetailADR either on the portal, via telephone

or in writing, within 14 days of the date of this letter.

Complaint by Mr Ramos against Richer Sounds, Case Reference:
Page 1 of 2
Page 2 of 2

If Mr Ramos does not accept the final determination, or fails to respond, it will

not be binding on Richer Sounds. Mr Ramos will still be free to follow other

routes to try to sort out the problem in a way that suits him better, but will lose

the right to any remedy I have set out.

 

and a letter that may help

 

Dear Sirs,

Re: Purchase of Samsung UE55KS9000 TV – Order Number [Order Number]
I purchased the Samsung UE55KS9000 TV from John Lewis (JL) on [Date] At the point of purchase I paid [Amount] which included a 5-year warranty. This was part of a larger purchase which included a smaller Samsung TV and a Sonos Playbar. I would like to return the UE55KS9000 TV as I believe I have been mis-sold. For info, the serial number of the TV is [Serial Number].
The Samsung UE55KS9000 TV is not as described. This TV was advertised as "Control your connected home with SmartThings Extend". My purchase of the UE55KS9000 was influenced by the claims made about the capabilities of the TV on the JL website. The JL web page advertising this capability is attached. The relevant paragraphs are highlighted with a red box.
Samsung has since confirmed the SmartThings Extend will never be made available, since the TV is not technically capable of supporting this and due to security concerns. Details of this can be seen at the following website: https://www.flatpanelshd.com/news.php?subaction=showfull&id=1512472675.

I know from other customers, that JL is already aware of this issue. JL has been in contact with Samsung since the beginning of 2018, and this should not be used as a reason for delaying resolution of this issue.

My Rights under the Consumer Rights Act 2015

This purchase is governed by the Consumer Rights Act 2015, which states that goods purchased must match the description supplied pre-contract, such as on the packaging, advert, or description for example. The description of the product can be clearly seen in the attached web page from the JL web site. Goods are covered for up to 6 years under the limitations act. To be clear, the retailer is responsible not the manufacturer.

Samsung has offered to supply an alternative product to some customers, called SmartThings Hub, but this doesn’t offer the same capability. It should be noted that the SmartThings Hub would not deliver the functionality that the John Lewis web site advertised. The originally promised functionality ‘embedded’ SmartThings Extend would have delivered control directly from the TV screen, whereas the SmartThings Hub would need to be controlled from a mobile or tablet. It is also important to know that control over the TV is limited, for instance, it is not possible to switch the TV ON from standby. Please do not offer to supply this alternative product – it would not be acceptable.
To be clear I am not returning the goods due to a fault. It is due to mis selling which is a breach of the Consumer Rights Act 2015.

Requested Remedy

As you are in breach of contract and I've owned the product for less than 6 years, I am within my statutory rights to ask for a refund, or a replacement (to the same value as I originally paid), at no further cost to me.
I have all of the original packaging, so I can bring the TV back into

the Cheadle store. Rather than a full refund, I am happy to accept store credit instead. I believe this is a reasonable remedy.
Retail Alternative Dispute Resolution (ADR)

I am aware of other customers who have already raised this issue through the Retail ADR, and I attach the findings in one case against Richer Sounds. The evidence is identical, and it’s reasonable to expect the same outcome would arise if I needed to take this matter to Retail ADR.

Conclusion

I am a loyal customer of John Lewis, and have always received excellent customer service from the company. I look forward to receiving confirmation that you will provide the remedy set out above within 14 days of the date of this letter.

Yours faithfully,

 

You will have to make alterations to suit you but it gives an idea. All this is on this thread,

https://eu.community.samsung.com/t5/TV-Audio-Video/KS-Owners-Refund-usefull-info/td-p/579806/page/1

Paul

 

Apprentice

thanks paul, just sent them a reply 

Explorer
Hello everyone.

I started pursuing a refund with John Lewis on 04/07/18 via one of the sample letters posted on here.

I didn't receive a response so I called customer services on 06/07/18. The agent couldn't get through to anybody qualified to deal with the issue so she said they'd contact me withing 24 hours.

Still didn't receive any contact, so called again on 09/07/18. Was informed that it got forwarded to somebody who could help my case and would contact me via email with the result of my case.

Received an e-mail response today on 11/07/18. It read as follows.

______________________________________________________

Thank you for your email of complaint regarding this Samsung television.

I am sorry to hear that you feel this way about the product you had purchased with us.

Sadly anything Samsung's offers or withdraws as the case may be is outwith our control.

Yes, we had advertised the TV as coming with this item. However, as Samsung then decided to withdraw the software which would have enabled this to be possible with the TV, then it means this would not fall under miss-selling. We have provided the television and it has not been faulty or unfit for purpose by any means.

If you wish to take this up further, Samsung can be reached for queries/complaints about this by emailing them on - support@smartthings.co.uk

Currently I am unable to take this any further, but please if you need further assistance with anything else then do get back in contact.
_____________________________________________________________

Obviously, I am not happy with the outcome. I actually do consider myself in luck as in the reply the agent has up front admitted that the TV was advertised as coming with the physical USB item.

With that in mind, I sent over this response and am currently awaiting a reply.

______________________________________________

Dear XXXXXX

Thank you very much for your reply and looking in to this case for me.

You have stated in your response that:

"Yes, we had advertised the TV as coming with this item."

It is irrelevant that Samsung decided to withdraw the software. John Lewis advertised the TV as coming with the physical hardware SmartThings USB dongle.

If John Lewis can provide me with the SmartThings USB dongle, my complaint will have been resolved. If John Lewis cannot provide me with the SmartThings USB dongle that was advertised, and confirmed to be advertised by yourself, I request a full refund as you cannot provide what was advertised at the time of purchase.

Yours sincerely
Helping Hand

 

 

Indeed. It's just a USB socket but it's marked "IoT EXTEND" (ie connect your free "Internet of Things" Smart Extend USB dongle here").

 

I bet I'm the only person here who made use of the Ex-Link serial port! (It's for this: https://calman.spectracal.com/samsung-autocal.html)

Explorer

Regarding currys I have been told if i want to take my case further then I will need to contact their legal dept.  They have provided me address which is below. I was also told that, they will only accept contact from a solicitor.  So their claim is my legal representative can only speak to their legal team

 

1 Portal Way North Acton London W3 6RS

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