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KS Owners refund

(Topic created on: 13-06-2018 02:43 PM)
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paul1277
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Do all you good people who bought a 2016 Samsung TV know Samsung have stopped supporting it. The promised they would support HLG (BBC Iplayer HDR). This was in the Dec 2016 Trusted Reviews and What Hi Fi. They have not and if you had bought a Panasonic or LG 2016 set you would be able to watch Iplayer Blue Planet 2 in glorious HLG. This is a big issue because HLG looks like the standard for all over the air broadcasting. Samsung are not even supporting a 4K update to Iplayer. The reason looks like it will cost just 5 cents or pence per unit. So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!

You wrote in your Dec 2016 issue that Samsung were supporting HLG in their 2016 models. Do you know that Samsung have supported their 2017 models but not the 2016 models. I know because the BBC IPlayer Blue Planet 2 will not play in 4K or HLG. It's not good considering Panasonic and LG both do support their 2016 models. It means my KS model I bought in Jan is now deemed out of date by Samsung. It looks like their are royalty fees which Samsung will not pay! Not good.


All you people in the UK can return your KS TVs IF you bought it for the use of the smartthings Extend that will never be coming out for our TVs. ***** is how.

 

Tell them you want a full refund because they promised that if you bought a KS TV you would get a FREE Smartthings Extend. They proof you will need is easy to find and is the reason you bought this TV.

 

https://www.youtube.com/watch?v=IMc3V98yzNY

 

https://www.youtube.com/watch?v=yRSWoUmU5YQ

I bought mine from J Lewis and the Samsung Extend addvert is still there https://www.johnlewis.com/electricals/samsung/smart-tv/c9601000048?rdr=1

 

If you bought your KS TV from currys http://techtalk.currys.co.uk/tv-gaming/tv/how-to-control-your-home-from-your-smart-tv/

 

They both say that you will get a free smartthings extend USB dongle.

Now send you TVs back for a full refund Smiley Happy

 

 

All those who bought a Samsung TV in 2016 may have claim for miss selling. It basically means that all you folks who bought the 2016 Samsung units have 2 choices. After Dec 2016 and if you had seen any articles that are press release's about HLG support and that influenced you decision to buy may have a case. For all those owners who read the info from the retailers on their web pages and saw and was influenced by the promise of the smart connect which has not been honoured, then you also have a case for miss selling. If you all spread this in all available media then I am sure the retailers would put pressure on to Samsung to correct this. If nothing else you could end up with nice shiny LG or Panasonic, or the new Philips that all are HLG BBC iplayer compatible, and with the HDR10 plus that again Samsung have still not implemented, you may be best with LG and Dolby Vision.

Also take a copy of the retailers web page before they change the description.

 

https://www.youtube.com/watch?v=yRSWoUmU5YQ

I will try to explain how to get a refund for miss selling (seen how much the LG's have come down). I followed this way and got a full refund or a JS8000.

You need to show that you asked or believed that or influenced by claims made about the capabilities of the TV. With BBC Iplayer HLG it's from the Trusted reviews and What Hi Fi, and any other publications and if you asked the retailer.

 

https://www.whathifi.com/advice/hdr-tv-what-it-how-can-you-get-it#6locceZo3Zf8yi5T.99

you can show you had been informed.

It's different with the smart connect as that is advertised on the main retailers web sites,

https://www.johnlewis.com/electricals/samsung/smart-tv/c9601000048?rdr=1
http://techtalk.currys.co.uk/tv-gaming/tv/how-to-control-your-home-from-your-smart-tv/
https://www.youtube.com/watch?v=yRSWoUmU5YQ

As the donngle's have not turned up you now claim miss selling, so either go to your retailer or email them with the web page, and explain why you think you were miss sold. Also phone Citizens Advice 03444 111 444 and raise a case (this also gets past on to Trading Standards). Explain that the retailer informed you off the capabilities via their web page information, and either show the page printer or the link, as above.

They will advise and link you to some template letters to send to your retailer.

I had to send a letter of intent to take legal action (template from Citizens Advice) against Curry's but then they gave me a refund.

So mention all the promises from Samsung full support for HLG, Smart Connect, and HDR10+

It will cost nothing to ask and again may bring some pressure on to Samsung.

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Maniac618
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Here's what I got back:

 

I understand that the TV did not come with the smart things extender as you expected.  Having viewed the product information on our in house system I can not see anywhere that it states these are included.  

As you have used the TV for over a year before contacting us we are unable to offer a replacement or a refund.  The TV is still fit for purpose and of satisfactory quality as a result we are in no breech of contract.  

Whilst I appreciate that this may not be the answer you were hoping for I trust that you can understand our position on this.  

It does state on all our smart TV's - Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs

Please do not hesitate to contact us if we can be of further assistance.  

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Waynimus
Pioneer
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Hi @paul1277

 

I couldn't see an option to PM you anywhere. It seems you got a good result from emailing Samsung. Could you share the email address you used to contact them? Was it someone higher up their?

 

Cheers

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paul1277
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@Waynimus wrote:

@Anonymous User @paul1277

 

I couldn't see an option to PM you anywhere. It seems you got a good result from emailing Samsung. Could you share the email address you used to contact them? Was it someone higher up their?

 

Cheers


I used this 

<*******> 

uk.president*samsung.com

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paul1277
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@Maniac618 wrote:

Here's what I got back:

 

I understand that the TV did not come with the smart things extender as you expected.  Having viewed the product information on our in house system I can not see anywhere that it states these are included.  

As you have used the TV for over a year before contacting us we are unable to offer a replacement or a refund.  The TV is still fit for purpose and of satisfactory quality as a result we are in no breech of contract.  

Whilst I appreciate that this may not be the answer you were hoping for I trust that you can understand our position on this.  

It does state on all our smart TV's - Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs

Please do not hesitate to contact us if we can be of further assistance.  


You need to point out that this was not an app but a function of the TV which was promised.

Here is a copy for the KS tv advert

http://www.johnlewis.com:80/samsung-ue49ks7000-suhd-hdr-1-000-4k-ultra-hd-quantum-dot-smart-tv-49-wi...

 

Also send the the ADR decission

 

https://drive.google.com/open?id=1wchOMdwsbyzfMV4dbYBvh0wxDkkn9Z_z

 

Paul

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Ramos049
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@Maniac618 wrote:

Here's what I got back:

 

I understand that the TV did not come with the smart things extender as you expected.  Having viewed the product information on our in house system I can not see anywhere that it states these are included.  

As you have used the TV for over a year before contacting us we are unable to offer a replacement or a refund.  The TV is still fit for purpose and of satisfactory quality as a result we are in no breech of contract.  

Whilst I appreciate that this may not be the answer you were hoping for I trust that you can understand our position on this.  

It does state on all our smart TV's - Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs

Please do not hesitate to contact us if we can be of further assistance.  


What they have stated there has nothing to do with the SmartThing feature but with the smart apps. Get back to them and quote the following from the description:

"Control Your Connected Home With SmartThings Extend
Developed alongside SmartThings, Samsung’s SUHD TV will have built-in software to let you do anything from switching on your lights to locking your doors**. It will connect to over 200 SmartThings compatible devices and put your home under complete wireless control – all from your TV. This way, you’ll be able to set the right scene in your living room without getting off the sofa. Please note that this feature is coming soon.

**With free Samsung SmartThings Extend USB adapter available within 2016, additional purchase necessary to connect other appliances to the TV."

Then tell them that you can not control your Samsung light bulb from your television as described because you haven't got the dongle and that Samsung are not going to produce it. Therefore the television is clearnly not as described and your entitled to a full refund. If they still resist then you'll probably have to go through ADR but I'm confident they will find in you favour.

paul1277
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This is the releventpart from J L advert

 

*Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs.

**With free Samsung SmartThings Extend USB adapter available within 2016, additional purchase necessary to connect other appliances to the TV.

 

This says you will get a free dongle, nothing to do with any apps, but a function of the TV.

 

Send them that.

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paul1277
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@paul1277 wrote:

This is the releventpart from J L advert

 

*Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs.

**With free Samsung SmartThings Extend USB adapter available within 2016, additional purchase necessary to connect other appliances to the TV.

 

This says you will get a free dongle, nothing to do with any apps, but a function of the TV.

 

Send them that.


Also they make a fact of having the tVfor over a year but point out that there is a 6 year time limit for misrepresentation, and it is not fit for putpose because you can control smart things via the TV as advertised and as a result is a breach of contract. 

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paul1277
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meant to say you can not control the smart things via your TV 

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Waynimus
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Thanks. With regards to issues mentioned about TV schedule recordings. This is not something I have tested yet, but is this likely to be an issue on the KS7500 too?

It's so disappointing to hear of all these aspects that just don't function correctly, and especially the promised features that have been canned - especially for the price paid for an otherwise well reviewed and top brand.
sewarner
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I’m trying to replicate the recording problem and could do with some advice.  I tried using a usb card reader with a micro sd card but the recording failed.  Do I need to use a usb disk drive or can I use a usb stick?  This is a backstop in case JL don’t come up with an offer.

 

Thanks

Steve

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