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@Outcasst wrote:

@hawks

 

Have you heard anything back from JL yet?

 

They collected my TV on Monday and I was told to expect a call on Tuesday to arrange the refund, but I've not heard anything at all.


I’ll chime in here, Mine was collected on Saturday, should have had a call back on Monday, This didn’t happen but I did have a missed call from them on Tuesday, Called them back myself on Wednesday but my case manager was not in, they just wanted to confirm the uplift had happened. I told them it had and this was noted on my account.

 

They told me if they had any more questions they would contact me but nothing yet.

Voyager
Have you guys who are having TVs collected by JL had refunds?
Explorer

I rang customer services just now and they guy on the other end had no idea what was going on. At first he quoted a refund of £400 something (should be £850) and then told me I had a note on my account to contact me today, but that never happened. He's put another note on my account for them to ring me tomorrow morning.

 

I can't for the life of me remember what the name of the chap who called me on the 31st was. He had a Scottish accent.

 

So yeah, all in all I'm not convinced this is going to go smoothly.

Voyager
GOOD Luck!
I'm not sure I would let them have the TV before the refund was in my account, or at least a written confirmation that it was coming.
Explorer

@Outcasst wrote:

I rang customer services just now and they guy on the other end had no idea what was going on. At first he quoted a refund of £400 something (should be £850) and then told me I had a note on my account to contact me today, but that never happened. He's put another note on my account for them to ring me tomorrow morning.

 

I can't for the life of me remember what the name of the chap who called me on the 31st was. He had a Scottish accent.

 

So yeah, all in all I'm not convinced this is going to go smoothly.


When I had mine replaced in June they gave me a credit and then I purchased an LG B7.  It was all done over the phone with the buying team on the 0114 number.  The TV was taken away and replaced with the B7 in one go.  Interesting you mentioned a Scottish accent as the guy I spoke with told me he was based in Glasgow but the code is for a Sheffield number.

Explorer

When JL agreed to refund me last month I ended up buying a new Sony XF90 at full price and then I had the full amount of my original KS refunded into my account the next day. Reason for this was a completly unrelated IT issue on my JL online account. As well as the full refund they gave me £100 for all the inconvenience caused by the IT problem!!

 

 

First Poster
Hi,

Got a reply from JL related to my refund request

"Dear xxxx,

Thanks for your email addressed to the Head of Customer Service, which has been passed to me as customer service falls within my remit.

Firstly, please accept my apology for the delay with this reply. We did receive your initial email however this had been passed to another department in error.

When you purchased your television, it was advertised it would be updated with the SmartThings functionality and, that the USB dongle would be provided to enable this. Samsung did not proceed with this and I can understand this was very disappointing. Whilst John Lewis only advertised this feature based on the information provided by Samsung, we do acknowledge this information was in our product description.

We’ve been in contact with Samsung and the solution available is to provide the SmartThings Hub. We are aware it does not provide exactly the same functionality as the USB dongle would have however we do trust it is a reasonable alternative.

To arrange your free SmartThings hub please email Samsung directly at support@smartthings.co.uk and they will be glad to assist you.

I sincerely apologise for the inconvenience this has caused, however this is the resolution that is available and I would be unable to offer a refund for your television. I am also unable to comment on another customers’ case.

Kind regards,


Angela xxxx
Customer Relations Department
John Lewis
"

Seem like a same reply everyone get the very first time you email them. Anyway, anyone has a template to reply to this. Seem like they want me to accept the TV as it is with the SmartThings hub....and they don't really want to deal with me and want to me deal with Samsung...crappy customer service...
Explorer

@cyteh84 wrote:
Hi,

Got a reply from JL related to my refund request

"Dear xxxx,

Thanks for your email addressed to the Head of Customer Service, which has been passed to me as customer service falls within my remit.

Firstly, please accept my apology for the delay with this reply. We did receive your initial email however this had been passed to another department in error.

When you purchased your television, it was advertised it would be updated with the SmartThings functionality and, that the USB dongle would be provided to enable this. Samsung did not proceed with this and I can understand this was very disappointing. Whilst John Lewis only advertised this feature based on the information provided by Samsung, we do acknowledge this information was in our product description.

We’ve been in contact with Samsung and the solution available is to provide the SmartThings Hub. We are aware it does not provide exactly the same functionality as the USB dongle would have however we do trust it is a reasonable alternative.

To arrange your free SmartThings hub please email Samsung directly at support@smartthings.co.uk and they will be glad to assist you.

I sincerely apologise for the inconvenience this has caused, however this is the resolution that is available and I would be unable to offer a refund for your television. I am also unable to comment on another customers’ case.

Kind regards,


Angela xxxx
Customer Relations Department
John Lewis
"

Seem like a same reply everyone get the very first time you email them. Anyway, anyone has a template to reply to this. Seem like they want me to accept the TV as it is with the SmartThings hub....and they don't really want to deal with me and want to me deal with Samsung...crappy customer service...

I've said this a number of times, take the time to ring them and explain (in a nice way of course) why the hub is of no use.  Ring the 011 44 524 057 number, they seem to be key  to offering anything.  I offered to take credit so that I could order a replacement as JL pricing is generally competitive.  They even waived the price match that I had done on the KS8000.

Navigator

I called my case manager at John Lewis this morning who confirmed my return. He manually processed the refund today with it to show on my card in the next 3-5 days. I also got an email from them confirming this.

 

Happy Days 

Apprentice

Hi Paul,

 

I'm got to a bit of a stalemate with the retailer of my KS9000 TV, whilst they acknowledge my issues raised, they will not budge on their stance until Samsung admit liability.

 

My next course of action was to send a letter of action to the retailer but my only issues is that their advert doesn't explicitly mention the Smart Things Extend, it does reference the IoT but not much more than that.

 

I assume on this basis I don't have much of a case to take things forward?

 

Here is the link for the 55" version of the KS9000 as I cannot find the 49" version.

 

https://web.archive.org/web/20161021164905/http://www.reliantdirect.co.uk:80/Curved-Screen/Samsung-U...

 

Foolishly I had the chance to purchase from Richer Sounds too but didn't for some reason :-(

 

Many thanks

JT

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