KS Owners refund Results

[paul1111]

Might be useful for everyone using the KS refund thread to please let others know on this dedicated thread thanks.

[paul1111]

PG001 Apprentice
a week ago

Managed to sort a replacement with John Lewis, They offered me a refund or a replacement. So I went for the LG B7 replacement, being swapped over this week. Thanks to everyone on here for the advise on how to do this.

[paul1111]

sewarner Explorer
2 weeks ago

@paul1277 wrote:

@X3723 wrote:

Hi, I have been reading up on this forum as I could not find much information elsewhere and samsung support goes without saying. My question is to those who have contacted John Lewis, does it matter if i don't have the box for the TV in the refund or exchange if it is offered. Got it so long ago I think the box and packaging got recycled.

No, just tell them.

Paul

They took mine away yesterday without a box. The delivery people have blankets & bubble wrap.

[paul1111]

mrtickle Helping Hand
2 weeks ago

@Frazzler wrote:

I have my exchange arranged for tomorrow, they deliver a brand new 55” LG B7 which supports HLG & DV and take away my 49” KS8000 which doesn’t, all in a single visit scheduled within a 3hr window. I told them I didn’t have the Samsung box and they will bring one with them.

[paul1111]

mrtickle Helping Hand
2 weeks ago

@Frazzler wrote:

I have my exchange arranged for tomorrow, they deliver a brand new 55” LG B7 which supports HLG & DV and take away my 49” KS8000 which doesn’t, all in a single visit scheduled within a 3hr window. I told them I didn’t have the Samsung box and they will bring one with them.

[paul1111]

p_uk Explorer
2 weeks ago

@matlough wrote:

@nintendofan wrote:

I have also been tracking this forum for quite some time and after Jep got a refund from JL i decided to test the waters, and jsut shy of a week after i sent my first mail of 3, i got a call today to say i have been offered a refund or exchnage.



Only issue i have now is what to pick, the Q6F seems an equivenent QLED set with HRD Premium support however also a step down from the KS7500 in terms of some aspects (no moth eye filter) and the Q7F seems a better choice, but dont want to pay too much more right now, also not sure i want to give samsung my money any more.



But my news is that JL are starting to come around it seems, as the guy on the phone did say they have had a few of these cases.



I like JL as a shop so i hope they recop anything lost back from samsung, and i also wonder where our returned KS series TV's will end up... hopefully some outlet site to buy again, as i do love it.

Another great result! I've sent off email, received the standard ' Having reviewed your case, our after sales team are best placed to resolve this for you' . So I await their reply!

Have you considered OLED - LG B7??

Exact same response i got from them. You'll get a call within a few days asking about an exchange. The b7 knocks spots of the ks7000, pq and motion are far better. Only thing the ks was better at is brightness but that doesnt bother me at all, as the contrast is better on the b7. Only thing letting it down for me is the hdmi cec always switches my ps4 on when i select my avr as the input even though ive selected my laptop on the avr.

[paul1111]

mrtickle Helping Hand
2 weeks ago

@paul1277 wrote:

If you are looking at the Samsung don't go for the q6f as it is not a quantum dot. Q7f is an equal swap for you ks.

Paul
@paul1277 I want to also thank you as well, for starting this thread back in the winter and building the momentum. Had it not been for this thread and discussion, we would not have had the sequence of posts which culminated in @Ramos049 having the steadfastness to pursue his ADR case, and then sharing his winning ruling which I truly believe has been a catalyst.
It's a sad indictment on our country that it should need people to fight so hard for businesses to obey a simple and clear law. This would never have dragged out so long in Germany that's for sure! Hooray for the internet and the community spirit here. Samsung too could have pulled and deleted either thread at any time if they'd wanted to, so a teeny tiny bit of credit to them and the moderators too, who don't have an easy task.

I hope the majority of people don't get another Samsung as a replacement, though, as that would just be kicking the can down the road: in 2 years' time with the next development there will be the same cavalier attitude towards customers. We should all vote with our wallets to kick them in the goolies. My way will be to keep my promise made on the iPlayer thread months ago and buy a TV made by Samsung's mortal enemies LG.

[paul1277]

@darrant1234 wrote:

Hi quick update on my claim. I went to currys this morning to take a look at some TVs so I could offer some suggestions after they suggested a Q6FN as a replacement to my ks9000. After speaking to them again after suggesting OLEDs in the 2800 range (I paid 2900 for my ks9000) they were unwilling to offer higher than the low end tv but it’s value was £2500. So I’ve paid extra and gone for a Sony OLED at 3100 after 200 off the price due to some offer. My ks9000 was taken back paid the extra and walked away. I did ponder the legal route but for £400 difference I was happy enough but I didn fancy it to court but didn’t fancy getting all the documents prepared etc like mentioned earlier and possibly messing something up and losing. So £200 a year I have lost but I can live with that. Just getting my OLED setup ready for England match

[paul1277]

@darrant1234 wrote:

Hi I went to the Birstall store in Leeds but my main progress was by emailing

scccustomersolutionsteam@teamknowhow.com. I did try to email Sebastian first but he’s quit lol.



the lady kept saying our legal team says such and such and also asked if the item was faulty to which I said no it’s perfect but doesn’t work as advertised etc. Once I’m back at a pc I can post my first email to the above address which was a complaint etc as I’d already made contact once.

[vitaminjayz]

Hi 

been following this for a while . and wasn't to bothered about smart things how ever I was upset that my ks8000 wasn't getting the bbc iplayer 4k update . however I called richer sounds head office and told them about the smart things and about bbc iplayer and they said they was aware of the issue and I could get the nu8000 as a replacement.  I then told them that this was not as good tv as the ks8000.  after bit of research I had a few choices either the last 55q8f in the company that they had to get from another shop or the sony xf9005  which was nice but only has 2 full speed hdmi and I have ps4 pro an xbox one x and nvidia shield.  the other was the Panasonic oled but not keen on the burn in problems with OLED and I also have the Samsung hw-k650.  so I said to exeter branch to get me the samsung  QE55Q8F  so far very impressed . the remote works every time an issue I had with the ks screen and picture looks loads better and it don't have the led bleed my ks started to have near bottom of the screen . so far so good new 6 year warranty and I now have 4k bbc iplayer . I must say richer sounds exeter have been awesome.  planet earth 2 4k is amazing on the Samsung QE55Q8F  I know it's not 2018 model but 2 years of advancement I'm very happy so far . xbox x and ps4 pro looks great. thank you 

[paul1277]

vitaminjayz New Member
3 hours ago

I found it by doing a google search for ks8000 and BBC I player 4k and it was in the search. read a few pages and thought I'd pursue it. glad I did . this is the 3rd tv from richer sounds and always a pleasure. hope other people have success like me. but really think Samsung should do a recall and offer something else direct or refund.

[markwpaterson]

Hi, I'm at the point where legal action is my only option left. DI'd you do anything in particular to get them to admit liability?

[paul1277]

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@markwpaterson wrote:
Hi, I'm at the point where legal action is my only option left. DI'd you do anything in particular to get them to admit liability?

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Hi this is the forum for the good results,  please use the ks owners refund thread.  It is all condensed in the more info thread.  They will never admit liability,  and it is through section 75 and court that they will force them to refund. They know with civil law they can not be prosecuted,  unlike with criminal law. Saying that if they lost in the small claims court that would set a president,  which they do not want.  So I think they will settle out of court just like John Lewis did. 

Paul

[paul1111]

Complexcomplex
Complexcomplex Apprentice
2 weeks ago

John Lewis customer services have agreed a full refund

This was done over the phone

I was very blunt and basic. "Product not described, I want full refund", when fobbed off with the "we will contact Samsung line", I said that's not my problem, refund pls.

Dun.

[paul1111]

Waynimus Explorer
2 weeks ago

@paul1277 Thank you for suggesting that Samsung CEO email. I owe you a pint. Smiley Wink



After 10 months of banging my head against a brick wall trying to deal with PRC Direct, communicating with Citizen's Advice and looking at the stress of potetinallly going to small claims court. Your CEO suggestion has payed off and I feel I have got a good result.



I know this thread is mostly related around the lack of Smart Things on the KS, which I am sure helped my case, but I also assume that the number of home visits, repairs and constant communication back and to is what's prompted Samsung to pull through in the end.



I've also had some good input, in particular off @BAMozzy on Avforums, as well as several others here and their. I finally feel relieved and hope the new model will be fault-free. Thanks to everyone for your input, and in particular those who kept this thread thriving - it has proven to be a great resource.



While there was some resistance from Samsung, I couldn't honestly say they were trying to mislead me with lesser offers of TVs, it could just be the person I was emailing was not aware of the spec differences. Regardless, in this instance Samsung was understanding, helpful and considerate of my concerns, which is far more than I can say for PRC Direct. They just flat out ignored my letter that was suggested by CAB, as well as constantly being dismissive off all quotes and links regarding the consumer rights act.



Samsung originally offered the NU8500, then the Q6F and then the 2017 Q7C. In the end after showing the comparison on rtings between the KS7500 (US KS8500) and the Q7FN to show that these were a closer match, Samsung have agreed to exchange for the Q7FN.



I could not find any reviews or specs on the UK edge-lit Q8CN, but I believe given the curve and it presumably being similarly specced to the Q7FN, that this may have been a better match. However, after all the issues and the KS7500 being my first curved screen, I was concerned that they may just be more prone to defects, and so felt the safer option was to settle for the flat rather than continue pushing my luck.

[paul1111]

billinghamn Apprentice
2 weeks ago

Wow - great result from John Lewis at Cheadle. New record I think!

So just had a call from a guy in the relevant department at Cheadle who has confirmed with his manager that I can take my KS9000 back to Cheadle for a full credit. Initially he suggested I could get a full refund on the basis it was clearly missold. I was only bothered about getting credit anyway to be honest. Towards the end of the conversation, he tweaked his response to say, "actually my manager approved a store credit".
Have asked for him to send me an email to confirm, and now I need to wait for my replacement to come in to stock.

Timeline:

Day 0 (Sun 24/06/2018) - Submitted email with misselling claim for the SmartThings Extend dongle.
Day 2 (Tue 26/06/2018) - Received email advising me to call the Cheadle Store. Expecting a call back from someone in the Dept.
Day 3 (Wed 27/06/2018) - Received call from Cheadle confirming I am entitled to a full refund in the form of a credit note.

[paul1277]

matlough Explorer
49 minutes ago

Another success here with JL. Delivering new tv next week and collecting KS at the same time. I ended up getting the new Sony65XF90 and not an OLED for various reasons but mainly my OCD with screen retention etc!!



Paid another £400 towards new Sony but very happy with end result. Thanks to @billinghamn for his letter template!!

.
Add tags

[paul1277]

MikeBUK22 (New Member) posted a new reply in TV, Audio & Video on 11-07-2018 12:18 AM :

Re: KS Owners refund

Would like to express my thanks to Paul and to Ramos... Had a completely no hassle free full refund from RS and with great customer service to settle on a Sony 55XF90 as a replacement. Couldn't have asked for more and will now never buy a TV from anywhere else. I used to include JL in that list but not anymore having seen the posts in this forum.

[paul1277]

yannis_i
yannis_i Explorer
3 hours ago
In an excellent and suprising turn of events, and 2 weeks ahead of the mediation appointment I arranged with the solicitor from John Lewis, I was sent an e-mail by them that they are willing to refund the full amount of the KS7000 TV, as well as the 70 pounds of the Small Claims process!



I am not sure what led to that decision, especially so long after my original complaints correspondence which started end of June! A bit suspicious too from the fact that the email came exactly after Black Friday and Cybermonday ended lol but I cannot really complain. I think what could have helped, is that in my small claims procedure and correspondence, as well as a preparation for my mediation, I emphasized the following 4 things:



How John Lewis advertised the TV, with the exact wording being a statement of fact rather than a statement of intention (after the warning given to my by Citizen Advise with regards to my argumentation)
How the Smart Hub solution is not the same as the original functionality intended, not only from posting articles and from my technical explanation, but by specifically referencing and printing my correspondence with the Samsung CEO office that "This (the Smart Hub) will provide you with all the Smart Things capabilities originally offered with the Extend, with the exception of powering the television on and off". I posted their answer here in the forum some months ago, for me it was the most solid proof that the Smart Hub was a subset of the intended functionality, on top of any technical argumentation.
How John Lewis fully reimbursed other customers for the same Television/issue, by printing the whole thread with the successful refunds, which even points specific John Lewis case ids.
The legal framework (Consumer Rights Act) that defines full refunds in case of misrepresentation
Perhaps appearing serious enough to take this to the Court Hearing, could also be a case. I could also have been a bit lucky since I got the TV on early November 2016, so when they mentioned in the advertisement that the Smart Things Extender would come within 2016 as a statement of fact, even after the original 30 days windows of the purchase where I could attest that it does not meet the intended functionality so I can return, there would still be 30 days left for the end of 2016, so by default I had to wait beyond the return window for the statement of fact to prove true or not.



I have to say that, after a question mark on whether JL really refunds customers now, or it is still a few isolated incidents, I can attest that my case had a good conclusion too and hopefully there is a trend or even better an established policy. This in my eyes levels a bit the original disappointment from the aggressive customer service, when they tried to dissuade me from a refund with all sorts of arguments, and gives back some respect for the John Lewis brand.



Hopefully my case can help others, as much as I was helped here. I will post the results (finally) in the refunds thread too.

Add tags

[yannis_i]

And CASE ID for the above: 09217433

[paul1277]

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@yannis_i wrote:
And CASE ID for the above: 09217433

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Sorry jumped the gun but I I think this could really help others.