John Lewis/Samsung TV

astro-k

Hello,

I bought a nice Samsung TV recently and it had a series of offers with it. One of the offers was £340 worth of subscriptions (such as Apple TV for 3 months) and part of this was £50 Galaxy store credit. Followed the instructions, clicked on Samsung Promotions on the TV and most of the £340 of offers were there but not the £50 credit. I have contacted both Samsung and John Lewis. John Lewis were really unhelpful, sending me link to other promotions not to do with the TV, generally not reading anything I sent them, all in all very disappointing level of 'customer services'. Samsung eventually said the offer was only for TVs bought directly from them (not so, Currys, Argos, AO, Richer Sounds also have the same offer) and were again generally not the best.

Please could any experts suggest a next step? I am of a mind to send the TV back as they have breached the contract.

Thanks in advance.

the_lunatic_is_in_my_head

Where did you see the offer OP? On the JL website?

TELLIT01

I've found the JL Whatsapp to be pretty good.  You initially get a 'bot' asking fairly generic questions but then I got a real person.  Most of these offers are 'subject to availability' so may not form a contractual part of the purchase deal.  You would need to look at the exact wording of the offers.

This is a link to the full T&C of the offer.  Is this the way you applied?  https://images.samsung.com/is/content/samsung/assets/uk/tvs/smart-tv/made-for-uk/Made_for_UK_Phase_2_TCs.pdf

Lorian

Not all models get the £50 it seems. See the last column in the model table on the Samsung promo page linked from the offer

astro-k

Offer was and is on JL website, linking to Samsung website.

The terms link is the one, you apply via app on TV, all the other offers appear except £50 credit.

My TV is included and listed for the £50 credit. 

I didn't realise JL helpfulness had disappeared 😟

sheramber

The Apple TV offer only applies to Smart tv’s not OLED ones.

Did you purchase a smart tv?

astro-k

All the offers apply to my TV but the £50 Galaxy Store credit does not appear. 

Any experts out there please?

born_again

astro-k said:

All the offers apply to my TV but the £50 Galaxy Store credit does not appear. 

Any experts out there please?

Take it up with the promotor of the offer. They are the one's responsible 👍

astro-k

Samsung are useless, tried it. Anyone here know what my consumer rights are please?

the_lunatic_is_in_my_head

astro-k said:

All the offers apply to my TV but the £50 Galaxy Store credit does not appear. 

Any experts out there please?

Hello OP

First thing is to grab a screenshot of the JL product page with the link and another of the page showing both the link address and that your TV is included.  

If Samsung aren't assisting you should go to JL and say the TV doesn't conform to the contract with regards to Section 11 of the Consumer Rights Act (Goods to be as described) and you are seeking a remedy of a repair.

(The use of the word repair is odd in this instance but it really means making the goods conform).

If they fail to do so you then have the right to reject for a refund or seek a price reduction, a price reduction should be the difference between what was paid for and what was received so that should be pretty straightforward in this case. 

Front line CS might not be able to offer this so if you can raise your complaint upwards and if no joy ultimately it's a letter before action (templates on Google) and small claims.

You'd hope a company like JL would fold before small claims, if what you've said about your TV model being included is correct I can't see they have any defence, it's just a case of getting the issue in front of the right person at JL.  

Okell

astro-k said:

All the offers apply to my TV but the £50 Galaxy Store credit does not appear...

What does this mean?

Are you saying that the particular model Samsung TV you bought doesn't have the £50 Galaxy voucher listed against it, or are you saying that it does, but that you didn't receive it?

What model TV did you buy?

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