Close

What are you looking for?

cancel
Showing results for 
Search instead for 
Did you mean: 

KS Owners refund

(Topic created on: 12-07-2018 11:42 AM)
877 Views
paul1277
Black Belt 
Options

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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.

2,560 REPLIES 2,560
Mylo75
Pioneer
Options

@RichersoundsIRL wrote:

@paul1277

 

Declared interest - I work for Richer Sounds Ireland ( this is a completely different company to Richer Sounds PLC UK)

 

just a quick friendly post - as you can see from the post above the OP Peteeed is actually happy with how we are looking after him - this is 'not starting again' the OP has not actually decided what he would like but as ever we are happy to work with him.

 

We are in no way trying to miss lead the Customer and I'm not sure why you suggest that the OP takes us to an ADR when we are working with the OP to see how he would like this resolved, we contacted him within 1 hour of his original email - in the context of the OP saying that we are 'totally great and reasonable' I do hope that you can acknowledge this and I'm sure Pete will pop up a post when the issue is resolved.

 

Thanks as ever,

 

John McDonald


I can vouch for John as I purchased a TV from him in Richer Sounds Belfast a few months ago and  was treated very well.

 

I just wish I had bought my main TV (55ks7000) from Richer Sounds instead of those crooks called Currys, who still try to riggle out of their responsibility and continue to disregard the law.

 

Can I remind everyone to report Currys to Trading Standards for their misrepresentation of these TVs.

paul1277
Black Belt 
Options

@peteeed wrote:

Further on from yesterday . i missread the reply from richer sounds ireland competely(totally my fault) . they rang me and were as ever totally great and resonable so i will probably upgrade my tv and not a samsung as the faults with this TV has always been with samsung and not the retailers 


Hi so have they agreed to a full refund or exchanged at no loss to you.

Paul

paul1277
Black Belt 
Options

@RichersoundsIRL wrote:

@paul1277

 

Declared interest - I work for Richer Sounds Ireland ( this is a completely different company to Richer Sounds PLC UK)

 

just a quick friendly post - as you can see from the post above the OP Peteeed is actually happy with how we are looking after him - this is 'not starting again' the OP has not actually decided what he would like but as ever we are happy to work with him.

 

We are in no way trying to miss lead the Customer and I'm not sure why you suggest that the OP takes us to an ADR when we are working with the OP to see how he would like this resolved, we contacted him within 1 hour of his original email - in the context of the OP saying that we are 'totally great and reasonable' I do hope that you can acknowledge this and I'm sure Pete will pop up a post when the issue is resolved.

 

Thanks as ever,

 

John McDonald


You are the first retailer to actually respond to this forum and thanks for that.

A customer of yours posted,

"
First Poster
 
 

i just got this reply from richer sounds ireland

 

Many thanks for your mail and apologies for the inconvenience.

 

I do understand your annoyance but it’s perhaps a little unfair to say that we have mis-sold the TV – our site nor our colleagues never stated that the TV was HDR10 or HLG capable – in terms of the SMART THINGS issue this is a Samsung application that they for some reason have decided not to pursue in Ireland and this is completely beyond our control – as I am sure you understand TV manufacturers support and withdraw support for applications and features on their platforms across the lifespan of products and this is completely beyond our control.

 

If you are particularly interested in the SMART THINGS we will happily purchase a SMART THINGS hub for you so you can access the same functionality.

 

If you are looking for an upgrade to your TV just drop us a line with what TV you are looking at and we will see what we can do in terms of an upgrade for you?"

 

I accept the HDR10+ and HLG you did not advertise but you did advertise the Internet of Things and you would be supplying the dongle at a later date. It may be Samsungs fault for deciding to remove this function which is not the fault of the customer who expected this in good faith. The regs are absolutely clear and the goods must be as described and it is the retailers, not manufacturer responsibility. The regs state that there is a 6-year time limit and you are required to give a full refund, not partial as is the case for faulty goods. As you are the retailer you misrepresented that product as per the Oct 2015 European Consumer Regs, which I am sure you are aware. It is up to you to deal with Samsung over this and claim the money back from them. I think the ADR ruling is quite clear about this.

 

https://drive.google.com/file/d/1wchOMdwsbyzfMV4dbYBvh0wxDkkn9Z_z/view?usp=sharing

 

Paul

tarbat
Voyager
Options

@Tazg101 wrote:

Had this reply from John Lewis:

How should I proceed next? thanks. 


Almost exactly word-for-word the reply I had from JL back on 26th June. Firstly, at least try calling the number they've provided. Stress to them that they advertised that the Extend USB adapter would be provided, that was in the product description, and so they're in breach of the Consumer Rights Act 2015. Also stress that a SmartThings USB hub is not a suitable alternative.

 

You'll probably get no progress and eventually John Lewis will send you a deadlock letter, and you'll have to take them to court.

paul1277
Black Belt 
Options
I also forgot to mention that the free Samsung hub you are offering which all the retailers seem to think is a reasonable resolution will not give the function of the TV being the Hub of your internet of things as advertised and you can only control from a smartphone and the TV cannot be connected. The 2018 Samsungs do actually have this function.
Paul
paul1277
Black Belt 
Options

@tarbat wrote:

@Tazg101 wrote:

Had this reply from John Lewis:

How should I proceed next? thanks. 


Almost exactly word-for-word the reply I had from JL back on 26th June. Firstly, at least try calling the number they've provided. Stress to them that they advertised that the Extend USB adapter would be provided, that was in the product description, and so they're in breach of the Consumer Rights Act 2015. Also stress that a SmartThings USB hub is not a suitable alternative.

 

You'll probably get no progress and eventually John Lewis will send you a deadlock letter, and you'll have to take them to court.



@tarbat wrote:

@Tazg101 wrote:

Had this reply from John Lewis:

How should I proceed next? thanks. 


Almost exactly word-for-word the reply I had from JL back on 26th June. Firstly, at least try calling the number they've provided. Stress to them that they advertised that the Extend USB adapter would be provided, that was in the product description, and so they're in breach of the Consumer Rights Act 2015. Also stress that a SmartThings USB hub is not a suitable alternative.

 

You'll probably get no progress and eventually John Lewis will send you a deadlock letter, and you'll have to take them to court.


Very odd as they seem to have paid out some and not others.

In their reply to you they have admitted misrepresentation in black and white, and now it is may need a letter of intent to take legal action and section 75 credit card claim. It will just take one result to open the floodgates.

Paul

RichersoundsIRL
Apprentice
Options
@Paul1277,

Per my initial post - I had hoped to show that we are friendly and understanding and I accept that you are working on behalf of your fellow thread members - I am also working with my Customers - again you may not be aware we are a different company to RS PLC - I cannot speak for them. I'm not sure you are familiar with the content of our specific advertising in Ireland and the contents of our local website or advertising at the time the OP purchased his TV .

We will not comment on individual Customers but again we are working with our Customers and we will not see them unhappy - I have posted to try to clear up an impression that we continue to 'miss lead' our Customers which is not the case - we are a small retailer in Ireland but you can see today that you have two unsolicited Customers including the OP already posting to endorse our Customer service.

We are fully aware of consumer regulations and hopefully when the OP reverts with what he would like to do we will be able to meet or exceed his expectations which is what we always strive to achieve, it's up to the OP if he elects to share any resolution with you - if you would like to continue the specific correspondence in your last post to me don't hesitate to contact me directly at johnmc@richersounds.ie

ATVB,

John Mc



paul1277
Black Belt 
Options

@RichersoundsIRL wrote:
@paul1277,

Per my initial post - I had hoped to show that we are friendly and understanding and I accept that you are working on behalf of your fellow thread members - I am also working with my Customers - again you may not be aware we are a different company to RS PLC - I cannot speak for them. I'm not sure you are familiar with the content of our specific advertising in Ireland and the contents of our local website or advertising at the time the OP purchased his TV .

We will not comment on individual Customers but again we are working with our Customers and we will not see them unhappy - I have posted to try to clear up an impression that we continue to 'miss lead' our Customers which is not the case - we are a small retailer in Ireland but you can see today that you have two unsolicited Customers including the OP already posting to endorse our Customer service.

We are fully aware of consumer regulations and hopefully when the OP reverts with what he would like to do we will be able to meet or exceed his expectations which is what we always strive to achieve, it's up to the OP if he elects to share any resolution with you - if you would like to continue the specific correspondence in your last post to me don't hesitate to contact me directly at johnmc@richersounds.ie

ATVB,

John Mc

I apritiate that but what I am asking are you going to comply with the Oct 2015 European Consumer regs, and give full refunds or exchanges to equiverlent model but with the function or with a TV of their choice upto the value of the miss sold TV to all of your KS owners who expected the smart connect dongle?
Yes or no please
Thanks
Paul
RichersoundsIRL
Apprentice
Options
Paul,

thanks for your reply - we always comply with EU regs.

Richer Sounds Ireland never advertised a smart dongle.

We will deal with all OUR Customers and ensure we get a mutually satisfactory solution but we will only deal with our Customers - it's not my place to comment on other retailers.

Again I think the OP is happy with how we have handled his issue to date and when they decide how they would like to proceed they may post here - that's up to them.

ATVB,
John McDonald


paul1277
Black Belt 
Options

@RichersoundsIRL wrote:
Paul,

thanks for your reply - we always comply with EU regs.

Richer Sounds Ireland never advertised a smart dongle.

We will deal with all OUR Customers and ensure we get a mutually satisfactory solution but we will only deal with our Customers - it's not my place to comment on other retailers.

Again I think the OP is happy with how we have handled his issue to date and when they decide how they would like to proceed they may post here - that's up to them.

ATVB,
John McDonald



Ok thanks for that.

Paul