Samsung TV repair / refund under Richer Sounds 6 year Warranty & Samsung alternative resolution dept. ?

Vully

Standard Member
Afternoon all,

I am having a bit of a problem / runaround with a problem with my Samsung TV - UE49KS8000, bought Dec 2016 from Richer Sounds Liverpool, with the 6 year guarantee. ( Near top of range in 2016 below the OLED's or larger screens ). The One Connect box was a key feature for my install.
A few weeks ago it developed a significant area of bright blue light on the lower mid screen whenever there was a light colour screen image / background - not there when dark screen image. Also edge bleeding all along the mid to right hand side of the lower edge of the screen. Very distracting.

I called Richer Sounds customer service and they were very helpful. Put my claim through to their maintenance partners in Manchester.
They were also very good - arranged an engineer appointment, 22/9/21, many txts left to update me, engineer said panel had failed and needed a replacement, will take 3-5 days to get as order from Belgium. Can fit in my home not take TV away.
27 Sept - parts now on order, we will let you know when they arrive to fit.
So all great.

6 Oct 21 - unexpected call from Samsung - call about my appliance issue.
Apparently the maintenance company ordered the panel, it was out of stock. Richer Sounds tried to order, Samsung state panel is no longer manufactured! Richer Sounds instruct their maintenance company to close the repair and it's passed to Samsung????
I was not aware of any of this until Samsung call yesterday.
Apparently it's now with Samsung Alternative Resolution dept. I called them & sent my receipt etc. to them.

They then said they could offer £203 ( for a £1199 TV 4 years ago! ) or a "newer" model ( a 2019/2020 QLED model QE50Q65TAUXXU. ) - which is hard to find on the internet and not carried by main suppliers like AO or Richer Sounds, and when found costs about £500.

The cash offer was laughable, 16% ish of the cost price! The offered TV while newer and QLED was a lower end model and didn't have the features I had from my near top end model in 2016 - one connect box, screen and sound settings, gaming features, etc. So no one connect box will make my installation look really messy!

OK, so I get a working TV, likely better technology and picture quality, but KEY features are missing. A bit like getting your Mini replaced with a Mercedes but it has no seats and 3 wheels... "better" model but less key features!

It was suggested that I negotiate with Samsung, but they stick to their guns so here I am for advice.
Also, to see if @Richer Sounds can help any more!

I am happy to top up an offer ( reasonable offer ) to get a current model TV, I'm not after something for nothing, but the refund was poor and the offered TV is not really suitable for my use.

Thanks for reading, sorry if I bored you all!
 

Rodders53

Distinguished Member
Your contract is with RS.... The free warranty states:
https://customerservice.richersound...TV-Projector-Guarantees-included-at-purchase- that you should get 50% (of the price paid) as the fault occurred in year 5. That'll be as RS vouchers towards another TV from them.

No more, dealing with Samsung (who I guess Richer would be hoping to be more generous than it seems they are willing to be).

Sadly TV prices are probably at a premium due to the pandemic manufacture and supply issues.
 

Vully

Standard Member
Your contract is with RS.... The free warranty states:
https://customerservice.richersound...TV-Projector-Guarantees-included-at-purchase- that you should get 50% (of the price paid) as the fault occurred in year 5. That'll be as RS vouchers towards another TV from them.

No more, dealing with Samsung (who I guess Richer would be hoping to be more generous than it seems they are willing to be).

Sadly TV prices are probably at a premium due to the pandemic manufacture and supply issues.
Thanks Rodder, I would be happy with that 50% of cost price offer, happy to top up for say a QE55QN95A with the one connect box, @ about £1400 !! Would want a TV I am happy with not just a tv!!

Cheers
V
 

Vully

Standard Member
Thanks Rodder, I would be happy with that 50% of cost price offer, happy to top up for say a QE55QN95A with the one connect box, @ about £1400 !! Would want a TV I am happy with not just a tv!!

Cheers
V
I have just re-read the conditions on the 6 year warranty from your link, and yes, it DOES state in several places, a refund will be made if it can't be repaired, based on age condition. And for year 5 .. it IS 50% off cost price, so it should be £600 from Richer Sounds in vouchers. They DO also say there are no underwriters or 3rd parties so it's just up to them. Not what I was told this morning from Richer Sounds, who just said it's passed to Samsung now!

Think it's time to call Richer Sounds again!!!

Thanks, very helpful!

V
 

Richer Sounds

Well-known Member
AVForums Sponsor
Afternoon all,

I am having a bit of a problem / runaround with a problem with my Samsung TV - UE49KS8000, bought Dec 2016 from Richer Sounds Liverpool, with the 6 year guarantee. ( Near top of range in 2016 below the OLED's or larger screens ). The One Connect box was a key feature for my install.
A few weeks ago it developed a significant area of bright blue light on the lower mid screen whenever there was a light colour screen image / background - not there when dark screen image. Also edge bleeding all along the mid to right hand side of the lower edge of the screen. Very distracting.

I called Richer Sounds customer service and they were very helpful. Put my claim through to their maintenance partners in Manchester.
They were also very good - arranged an engineer appointment, 22/9/21, many txts left to update me, engineer said panel had failed and needed a replacement, will take 3-5 days to get as order from Belgium. Can fit in my home not take TV away.
27 Sept - parts now on order, we will let you know when they arrive to fit.
So all great.

6 Oct 21 - unexpected call from Samsung - call about my appliance issue.
Apparently the maintenance company ordered the panel, it was out of stock. Richer Sounds tried to order, Samsung state panel is no longer manufactured! Richer Sounds instruct their maintenance company to close the repair and it's passed to Samsung????
I was not aware of any of this until Samsung call yesterday.
Apparently it's now with Samsung Alternative Resolution dept. I called them & sent my receipt etc. to them.

They then said they could offer £203 ( for a £1199 TV 4 years ago! ) or a "newer" model ( a 2019/2020 QLED model QE50Q65TAUXXU. ) - which is hard to find on the internet and not carried by main suppliers like AO or Richer Sounds, and when found costs about £500.

The cash offer was laughable, 16% ish of the cost price! The offered TV while newer and QLED was a lower end model and didn't have the features I had from my near top end model in 2016 - one connect box, screen and sound settings, gaming features, etc. So no one connect box will make my installation look really messy!

OK, so I get a working TV, likely better technology and picture quality, but KEY features are missing. A bit like getting your Mini replaced with a Mercedes but it has no seats and 3 wheels... "better" model but less key features!

It was suggested that I negotiate with Samsung, but they stick to their guns so here I am for advice.
Also, to see if @Richer Sounds can help any more!

I am happy to top up an offer ( reasonable offer ) to get a current model TV, I'm not after something for nothing, but the refund was poor and the offered TV is not really suitable for my use.

Thanks for reading, sorry if I bored you all!

Hi there,

I was obviously extremely sorry to read of the problems you've been having resolving the issue with your faulty TV and offer my sincere apologies.

To obtain more information, and to resolve the matter to your complete satisfaction, I've dropped you a PM.

Sincere apologies again, hope to hear from you soon.

Tom Griffiths
Head of Customer Service
Richer Sounds
 

Vully

Standard Member
Well, thanks to Tom here and the Richer Sounds customer service team, they have taken this warranty claim back in house as Samsung were being a bit unreasonable, and agreed the 50% refund against the original purchase price and we've sorted a new TV which I will pay the rest of the cost.

Again great service from Richer Sounds, and of course I've now got a sexy new fangled TV installed and I need to set up, I'm happy!

Thanks all

V
 

N1ck

Active Member
Well done Richer Sounds. I’m looking for a TV and its because of resolutions like this I will be considering RS first.
 

D4RK1

Active Member
It's great to see a company be involved with its customer base in this way. Glad you got a positive outcome. Its a shame the TV only lasted 5 1/2 years tho.
 

EssEhJay

Novice Member
I'm clearly not one to post here very often but I must really applaud Richer Sounds for their customer service.
 

Cheesychopstix

Standard Member
Am a long time fan of Richer Sounds and this has helped reinforce to me why I feel that way about the company. A massive thumbs up to Tom at Richer Sounds! You are what customer service and loyalty is all about 👍👍👍
 

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