Re: KS Owners refund - Page 234

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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 · ‎04-03-2019

@R1ckmister wrote:
Absolute joke, if laws can be flouted by corporations ... well ... no point getting political haha.

Luckily i I have a friend who works for Currys, if all else fails I’m lucky enough to be told he’ll just sort out a replacement under warranty as I’ve had two repairs on this one aswell.

The whole scenario just stinks. To be fair wouldn’t be going through this rigmarole if the tv didn’t fail in the first place, literally every sammy tv I’ve had throughout the years has had poor QA, that’s a different topic again though.

Thats the problem with civil law. If it was criminal law you would just call the police. Section 75 was brought in to help even things out, but until forced a company can just ignore your complaint. Also even when you win, there is no punisment so there is no incentive for the companies to do the right thing.

Under the law you only need to except one repair then you can reject.

R1ckmister · ‎04-03-2019

@paul1277 wrote:
@R1ckmister wrote:
Absolute joke, if laws can be flouted by corporations ... well ... no point getting political haha.

Luckily i I have a friend who works for Currys, if all else fails I’m lucky enough to be told he’ll just sort out a replacement under warranty as I’ve had two repairs on this one aswell.

The whole scenario just stinks. To be fair wouldn’t be going through this rigmarole if the tv didn’t fail in the first place, literally every sammy tv I’ve had throughout the years has had poor QA, that’s a different topic again though.
Thats the problem with civil law. If it was criminal law you would just call the police. Section 75 was brought in to help even things out, but until forced a company can just ignore your complaint. Also even when you win, there is no punisment so there is no incentive for the companies to do the right thing.

Under the law you only need to except one repair then you can reject.

If it’s an extended warranty though I don’t think the reject rule applies.

paul1277 · ‎04-03-2019

@R1ckmister wrote:
@paul1277 wrote:
@R1ckmister wrote:
Absolute joke, if laws can be flouted by corporations ... well ... no point getting political haha.

Luckily i I have a friend who works for Currys, if all else fails I’m lucky enough to be told he’ll just sort out a replacement under warranty as I’ve had two repairs on this one aswell.

The whole scenario just stinks. To be fair wouldn’t be going through this rigmarole if the tv didn’t fail in the first place, literally every sammy tv I’ve had throughout the years has had poor QA, that’s a different topic again though.
Thats the problem with civil law. If it was criminal law you would just call the police. Section 75 was brought in to help even things out, but until forced a company can just ignore your complaint. Also even when you win, there is no punisment so there is no incentive for the companies to do the right thing.

Under the law you only need to except one repair then you can reject.
If it’s an extended warranty though I don’t think the reject rule applies.

You need to look at the small print, but an extended will not cover misrepresentation I don't think.

spellinn · ‎05-03-2019

i thanks for that. Can you explain a bit more, because it was Samsung that first offered the hub, and then the retailers started using it.
Can you inform us where this info came from.
Thanks
Paul

This is the excert from my court submission refuting the functionality offered by Currys as the solution to the missing hub:

"Whilst Samsung have agreed to provide a SmartThings hub, this device does not provide the same functionality as the integrated SmartThings Dongle as control and notifications are moved to a separate Smartphone or Tablet app that is used to control the smart home devices (see page 2 of the SmartThings Hub manual).

The only functions available using the separate hub with the TV as a “Thing” (according to the Samsung website) https://support.smartthings.com/hc/en-gb/articles/210766566-Samsung-TV-as-a-Thing ) are:

“TV Controls

With SmartThings, you can control the following functions of your TV:

Power off
Channel control
Volume control (set value via slider, mute/unmute)”

The three functions above are vastly inferior to the originally advertised functionality (see exhibit #5 from the Currys website):

“SmartThings allows consumers to access all of their smart devices directly from their smartphone and SUHD TV, rather than having to control individual devices with a multitude of separate apps” – not possible with the separate hub

“With an outdoor camera connected to their Samsung Smart TV, customers can check when visitors arrive and choose to open their front door, directly from their sofa” – not possible with the separate hub

“Motion sensor alerts can also pop-up directly on the TV screen, if movement outside the home is picked up, providing more security and peace of mind, whether at home or away” – not possible with the separate hub

“The SmartThings application’s Cinema Mood also makes it easier than ever to create the perfect home theater environment. It enables consumers to automatically adjust everything from ambient lighting to surround sound, so they can instantly provide the optimal movie viewing experience.” – control of lighting from the TV is not possible even with the separate hub.

As existing Smart home devices such as lights, heating, sensors and cameras cannot be viewed or controlled from the TV, even with the offered SmartThings hub, this offer is not sufficient to replace the advertised functionality now missing from the TV and is thus rejected"

Hope that helps.

Regards

Neil

Gimpfont · ‎05-03-2019

If I were to take JL to small claims using all the brilliant information from contributors on this website, if I were to lose would I be liable for their costs etc? or is the most i could lose my time and the £60 fee?

Also, do I still have a case considering I bought my TV in June 2017? Does anybody know if the advert was still up at this point?

paul1277 · ‎05-03-2019

@Gimpfont wrote:
If I were to take JL to small claims using all the brilliant information from contributors on this website, if I were to lose would I be liable for their costs etc? or is the most i could lose my time and the £60 fee?

Also, do I still have a case considering I bought my TV in June 2017? Does anybody know if the advert was still up at this point?

The advert was still up. If you win you can claim expenses, but if you lose I don't think so. If you look on the results thread, someone took JL to count, and they paid up including costs before court.

Gimpfont · ‎05-03-2019

Thanks Paul, for all your help.

I understand if I win then I can claim my expenses from JL. If I lose, can JL claim their expenses from me?

THanks again.

AJ

paul1277 · ‎05-03-2019

@Gimpfont wrote:
Thanks Paul, for all your help.

I understand if I win then I can claim my expenses from JL. If I lose, can JL claim their expenses from me?

THanks again.

AJ

I am sure but you are best asking citizens Advice. Like a said they have already settled out of court. So it might be useful to look that up and ask them why they have already settled out of court to someone else. It's all on the refund results thread.

R1ckmister · ‎05-03-2019

@Gimpfont wrote:
Thanks Paul, for all your help.

I understand if I win then I can claim my expenses from JL. If I lose, can JL claim their expenses from me?

THanks again.

AJ

No a defendant can’t just flip a charge against a claimant, doesn’t work like that, JL would have to swallow their legal fees (whole reason companies take out liability insurances etc and have dedicated legal departments to assess costs on a loss or win).

You on the the other hand would lose all fees paid for your papers filed and representation (if any) if you lost, if you win JL would also have to reimburse you any fees due to their negligence.

Liam793 · ‎05-03-2019

Been going back and forth with John Lewis for 2-3 months.

This is there latest response.

Dear XXXX,

Thank you for your correspondence regarding the issue you’ve been having with your Samsung TV. This has been escalated to me as a Case Manager within the Customer Relations Department.

As previously advised by my colleague, Maria, the product description appearing on our website and at the point of sale was based solely on the information provided by Samsung, and I appreciate it caused frustration when Samsung failed to provide the promised SmartThings functionality and dongle.

Our website advised the dongle would be required to make the certain feature available at a later date, as the product was still in development. Samsung later confirmed the SmartThings Extend that was being developed at the time had been discontinued and replaced with a new, similar, service. Understandably, this alternative service would have differences. As with any manufacturer of hardware supplied with software, this would be subject to change through the life of the product and can be withdrawn or discontinued at any point. This situation falls outside of any retailers’ control.

To resolve this matter, Samsung have stated they’re offering a SmartThings hub free of charge to any customers who have purchased these televisions. To claim, please email xxxx

We’re not at liberty to discuss previous cases and other customers, as this would be a breach of Data Protection. We treat every case on an individual basis, and the offered SmartThings hub is Samsung’s official replacement for the removal of the functionality originally in development.

While I’m conscious this may not be the response you were hoping for, I’m confident I’ve clarified our position on this matter.

Kind regards,

XXXX

Anyone have any advise on how to respond?