Re: KS Owners refund - Page 194

paul1277 · ‎24-12-2017

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

paul1277 · ‎16-10-2018

@crashcris wrote:
@mstar wrote:
I guess i didnt investigate replacement, i thought they just give me a Q6/7 model, with no additional money on top. There was a post on here around page 120, where someone mentioned RS swapped their tv but they didn't mention if they paid extra. I am gutted as i got my TV on a sale promotion and paid £900 from its orginal price of £1299.
Talk about entitlement!

RS are acting totally reasonably and fair. They are offering a total refund on a TV that by your own account looks great and was bought at a huge discount. It's not RS's fault that a compatible TV (picture wise) is not for sale at the same discount right now. Unless you're willing to add several hundred pounds to upgrade to an OLED, I'd suggest keeping the KS as it is.

It's enough that RS are offering you such a quick and pain free solution, I think it's a little disingenuous to expect them to take any further hit on swapping over your TV for an even better and newer one. Think of what they'll also be covering for you in terms of collection and delivery alone (them lorries don't get driven for free). Had you paid the full list price for your KS then you'd have a much better choice to choose from, but you didn't. You benefited from a really good TV for 2 years bought at a really good price. Sorry but you can't expect to have your cake and eat it on this one.

I do agree with @crashcris here as Richer Sounds have been a first rate retailer and they even offered a small amount in compensation. If you have enjoyed the KS and not missed the smart things then you really should not have made a claim.

Paul

mstar · ‎16-10-2018

Yes i agree with your points. Either way it looks like if i want a TV i would need to add more money on top.

I know people have opted for LG but i prefer to keep with samsung as i have soundbar etc etc devices, hence the smartthings is a factor in my decision. I see what options they can provide i am not holding my breath but i dont think they offer me any deal but no harm in asking.

Wenglish1984 · ‎16-10-2018

Wow reading everything over on this group Richer Sounds have been amazing to deal with I know where I’ll be buying my future tv from just for the customer service.

I’m currently well unfortunately dealing with curry’s pcworld and the ceo office below is the reply this morning to my complaint not sure what to reply back with as I’m not happy to accept the smartthings hub and also all the other features Samsung haven’t supported on this tv is wrong and shouldn’t get away with it.

Thank you for your email addressed for the attention of our Chief Executive Officer Alex Baldock. As part of the CEO Support Team, your correspondence has been passed to me to investigate and respond.

I can confirm that we have made contact and had further consultations with Samsung and they have provided a resolution in regards to the issues with the SmartThings. For you to receive SmartThings connectivity, Samsung are pleased to be able to provide the functionality of Samsung SmartThings Hub (v2) with the confidence of consistent performance for the time being.

Please visit support@smartthings.co.uk for further details.

You will need to provide the following details

- TV's model code
- serial number
- picture of the label with all the information (usually on the back of the TV)
- proof of purchase

Thank you for taking the time to contact us, please accept my apologies for any inconvenience caused.

Yours sincerely,

Hitsta · ‎16-10-2018

Did any one get a response to possibly replacing the tv via the knowhow tv insurance?

rosscouk · ‎19-10-2018

Hi all,

Bit of an update. I have been going through a section 75 claim with my credit card provider after exhausting all options with John Lewis. My credit card provider had agreed I had a claim but were only offering 4/6s of the value of the set based on usage. I disagreed with this and asked for it to be escalated to their complaint department. This was done but it has taken 6 weeks or more to get back to me. Anyway I had a call earlier this week, a bit out of the blue, they gave me £50 as an apology for the delay. They akso said they agreed with my claim and offered me a choice of half the value of the set and I can keep it or a full refund. Result. I am still to decide but will probably get a full refund.

mstar · ‎19-10-2018

Quick update from me:

Has RS call from the store that Samsung QE65Q6FAM in stock (lasy years) which will be put on clearance and if i like to exchange that i can.

ANy thoughts on this? i cant find much info compared to the UE55KS7000 (i know bigger screen, but not sure if picture is better)

paul1277 · ‎19-10-2018

@rosscouk wrote:
Hi all,

Bit of an update. I have been going through a section 75 claim with my credit card provider after exhausting all options with John Lewis. My credit card provider had agreed I had a claim but were only offering 4/6s of the value of the set based on usage. I disagreed with this and asked for it to be escalated to their complaint department. This was done but it has taken 6 weeks or more to get back to me. Anyway I had a call earlier this week, a bit out of the blue, they gave me £50 as an apology for the delay. They akso said they agreed with my claim and offered me a choice of half the value of the set and I can keep it or a full refund. Result. I am still to decide but will probably get a full refund.

Great stuff, I think our first section 75 result in full, and compensation, so they knew their first response was wrong.
Could you post this in the results thread, and the credit card company response, and which card issuer.
With this and the ADR result it shows we are in the right, and need the retailers to now do the right thing.
Paul

Tyler_Durden · ‎19-10-2018

Nice one! Here's a link to the Results thread if you need it.

https://eu.community.samsung.com/t5/TV-Audio-Video/KS-Owners-refund-Results/td-p/591783

chopples123 · ‎19-10-2018

@mstar wrote:
Quick update from me:

Has RS call from the store that Samsung QE65Q6FAM in stock (lasy years) which will be put on clearance and if i like to exchange that i can.

ANy thoughts on this? i cant find much info compared to the UE55KS7000 (i know bigger screen, but not sure if picture is better)

the Q6FAM is not as good as the ks7000, you will still be in the same predicament re smart things but HLG does work

cheers

crashcris · ‎20-10-2018

@rosscouk wrote: They akso said they agreed with my claim and offered me a choice of half the value of the set and I can keep it or a full refund. Result. I am still to decide but will probably get a full refund.

Well done! I'd take the 50% refund and keep the telly.