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!
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!