Originally Posted by crn3371
I’m getting my 55” JS8500 replaced by SquareTrade due to flashlighting issues. They’re offering me a 2019 Q60 model which seems to be a downgrade. I would think it should be more along the lines of a Q80. Expecting too much?
Originally Posted by Hyrax
It is really hard to compare features between current TVs and our JS8500s. A lot has changed in the 4 years between models. One logical method could be to select a TV at the same relative position in the Samsung lineup. I believe the JS8500 was the 3rd from the top (behind JS9000 and JS9500) price wise in Samsung's lineup. By this reckoning you might argue you should be getting the 2019 Q70.
If you haven't done so already, you might want to glance at my SquareTrade posting in this forum from April 29, 2019, when I had my 65" JS8500 replaced under a ST warranty claim, here's the direct link:
In a nutshell, ST's offer to me was to choose one of two models, either a 2018 65" Sammy Q8FN or a 2017 65" LG OLED65BZA -- I opted for the Q8FN. In all honesty, I was expecting ST to offer me something along the lines of a 65" Q7FN since that model was the third from the top-of-the-line for 2018, and the 65" JS8500 was the third from the top-of-the-line for 2015, so I was pleasantly surprised that not only didn't I have to attempt to negotiate for a Q7FN (non-FALD) if they offered me a Q6FN, but that I was automatically offered a second from the 2018 top-of-the-line Q8FN (FALD). But here's what I found out as to why I believe ST went that route at the time of my January 2019 claim filing:
1. Rather than look at manufacturer tier-level lineup placement only, ST also looks at the price you paid for your TV per the pre-tax, pre-delivery, amount on the receipt they have on file for your account, so original purchase price plays a big factor. In my case, ST saw that I had paid $2499.99 for my UN65JS8500 in late May of 2015, and so they took that into consideration when offering me what they determined were "equivalent" sets (albeit the JS8500's 3D functionality was no longer offered by any manufacturer, so in essence there was no replacement unit that was truly "equivalent"). At the time of my claim, the 2018 65" Q8FN was selling for $2297.99, with the Q7FN significantly less than that and the Q9FN significantly more, so ST apparently felt that the Q8FN was the closest price wise in the Samsung lineup to my JS8500 purchase price, and thus that was one of the units offered to me, in addition to the fact that the JS8500 was an SUHD model and the Q8FN a QLED model (same nano-crystal technology, different marketing names).
2. The next major factor that ST uses to determine what TVs to initially offer as part of the claim process is availability. Here is a direct quote from a ST rep's email I received in response to a question I posed when I requested a partciular Q8FN "Version" model:
"Samsung sends out models of different variations by their version numbers to different retailers. There is no possible way for us to track down which retails [sic] carry specific version numbers, not only that but we only have specific retailers we utilize when providing our replacement. Please understand that we do understand your concern however this is something that is beyond our control. You will be sent the model you selected, it will be a Samsung brand and carried under Samsung's 1 year manufacturer's warranty."
So not only does ST only use particular vendors to supply their replacement TVs, they also can only offer models for which there is existing inventory. As the previously quoted language indicates, once you choose a particular model offered by ST, then ST is committed to provide that model to you since it was considered in stock and available at the time you made your selection (however, ST suggests that you make your selection ASAP since inventory/availability levels are constantly changing). On the flip side, I had a ST rep tell me during one of my phone calls that if I didn't agree to any of their initial TV offerings, I could request that they consider a different model of my choosing -- stating the reasons why I felt that was a more appropriate choice -- and that they would respond within a few business days. The other option I was given via that same phone conversation was to not choose any of the initial offerings if none were acceptable to me, and then just wait and resubmit my request (not refiling the initial claim) so that they can then check current inventory to see if "something else pops up." But again, I didn't have to go through any of these additional hoops since I chose the 65Q8FN they offered from the start. I would confirm with ST, however, that waiting for future inventory changes is a viable option for you, and if they say that it is, to then ask what the procedure is for requesting another inventory search and also how often you can request such a search -- this is particularly critical if you are coming up against your ST warranty expiration date. If the 2019 Q80 is something you feel is more equivalent to the JS8500 than the Q60 ST offered, then you might want to just try to negotiate with them for that exact model, and use the "I'll wait to see what other models you can offer me in the future" option as a fall-back position (but check with ST first to see if that is in fact a fall-back position).
As far as the "Expecting too much?" question goes, my answer would be "no," provided you can make a logical case -- based on current pricing, tier level, and features -- as to why the Q80 is more comparable to the JS8500 than the Q60, with pricing being the most heavily-weighted factor from SquareTrade's perspective. A good starting point would be to use the model comparison tool on Samsung's website, you can compare up to four models and drill-down into the detailed specs for each to determine how the specs compare against each other and then against those for your 55" JS8500. Here's the link for comparing the 55" Q60 vs. 55" Q80, with the 55" Q70 thrown in for good measure:
And here's the link to the 55" JS8500 specs (be sure to click the See All Specs option):