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Explorer

@rosscouk wrote:

Sent! I will post back.


Following this with great interest. I've only had one 1 response as follows:

 

 

'Dear Mr *****

I am writing to you in connection with Case-0****** and your query regarding the Samsung Smartthings Extend USB which you never received.

Having reviewed your case, our Customer Support Team are best placed to resolve this for you. I have forwarded your details to them and they will be in contact within the next 72 hours. This should be no later than Monday 22 January 2018.

In the meantime should you require any further assistance, please do not hesitate to contact us via email or by calling our Customer Services team on 03456 049 049, lines are open 7am till midnight 7 days a week'

 

Did you have a similar response after first contact? Also, which department have you finally ended up dealing with?

 

Navigator

I had similar, this response seems a little more detailed. They are clearly aware of the issue now.

Navigator

Had a reply from ASA regarding the dongle - 

 

Your Complaint: DSG Retail Ltd (Currys PC World)

 

Thank you for contacting the Advertising Standards Authority (ASA). I am sorry to learn this matter has caused you concern.

 

I understand you challenged whether this content on the Currys website stating that the Samsung Smart Things Extend dongle comes with their 2016 Samsung TVs is misleading because you understand this product has since been discontinued and you did not receive this dongle.

 

We note the TechTalk article making these claims states this was published in March 2016 and can only be found by scrolling through numerous pages of archived articles. We also noted that ads for current Samsung TVs do not mention this dongle and we therefore considered that this information was unlikely to be accessed by consumers and so unlikely to be cause consumers to be misled. We also considered consumers who came across this article were likely to appreciate this information may be out of date.

 

Moreover, as your complaint resolves an unresolved customer dispute with this advertiser, I would advise this is something you may wish to contact the Citizens Advice Consumer Service about as they would be best placed to advice you on how to resolve this issue. They offer free, confidential and impartial advice on consumer issues and can draw on wider legislation and make referrals to Trading Standards where appropriate. You can contact their helpline on 03454 04 05 06 (Monday to Friday from 9am to 5pm) or you can find further information at www.adviceguide.org.uk

 

I hope you find this information useful and are able to pursue your complaint.  Thank you for contacting us with your concerns.

 

Yours sincerely,

Duncan Hobbs

Highlighted
Helping Hand

wrote:

Had a reply from ASA regarding the dongle - 

 

Your Complaint: DSG Retail Ltd (Currys PC World)

 

Thank you for contacting the Advertising Standards Authority (ASA). I am sorry to learn this matter has caused you concern.

 

I understand you challenged whether this content on the Currys website stating that the Samsung Smart Things Extend dongle comes with their 2016 Samsung TVs is misleading because you understand this product has since been discontinued and you did not receive this dongle.

 

We note the TechTalk article making these claims states this was published in March 2016 and can only be found by scrolling through numerous pages of archived articles. We also noted that ads for current Samsung TVs do not mention this dongle and we therefore considered that this information was unlikely to be accessed by consumers and so unlikely to be cause consumers to be misled. We also considered consumers who came across this article were likely to appreciate this information may be out of date.

 

Moreover, as your complaint resolves an unresolved customer dispute with this advertiser, I would advise this is something you may wish to contact the Citizens Advice Consumer Service about as they would be best placed to advice you on how to resolve this issue. They offer free, confidential and impartial advice on consumer issues and can draw on wider legislation and make referrals to Trading Standards where appropriate. You can contact their helpline on 03454 04 05 06 (Monday to Friday from 9am to 5pm) or you can find further information at www.adviceguide.org.uk

 

I hope you find this information useful and are able to pursue your complaint.  Thank you for contacting us with your concerns.

 

Yours sincerely,

Duncan Hobbs


That's a bit of a blow, you're not having much luck mate.

Navigator

Nope not really am I?

 

I've just sent an email off to Trading Standards who will hopefully bring me better luck and reply before Currys do so I can use whatever TS say in my reply to Currys.

 

 

Navigator

wrote:

Had a reply from ASA regarding the dongle - 

 

Your Complaint: DSG Retail Ltd (Currys PC World)

 

Thank you for contacting the Advertising Standards Authority (ASA). I am sorry to learn this matter has caused you concern.

 

I understand you challenged whether this content on the Currys website stating that the Samsung Smart Things Extend dongle comes with their 2016 Samsung TVs is misleading because you understand this product has since been discontinued and you did not receive this dongle.

 

We note the TechTalk article making these claims states this was published in March 2016 and can only be found by scrolling through numerous pages of archived articles. We also noted that ads for current Samsung TVs do not mention this dongle and we therefore considered that this information was unlikely to be accessed by consumers and so unlikely to be cause consumers to be misled. We also considered consumers who came across this article were likely to appreciate this information may be out of date.

 

Moreover, as your complaint resolves an unresolved customer dispute with this advertiser, I would advise this is something you may wish to contact the Citizens Advice Consumer Service about as they would be best placed to advice you on how to resolve this issue. They offer free, confidential and impartial advice on consumer issues and can draw on wider legislation and make referrals to Trading Standards where appropriate. You can contact their helpline on 03454 04 05 06 (Monday to Friday from 9am to 5pm) or you can find further information at www.adviceguide.org.uk

 

I hope you find this information useful and are able to pursue your complaint.  Thank you for contacting us with your concerns.

 

Yours sincerely,

Duncan Hobbs


thats interesting, it seems they are saying that its not a problem for them as it stands *today* and thats all they are concerned with.

 

Its pretty sad they cant act as its clearly a misleading advert but these days  it feels as though the consumer is the second priority...

 

its funny though isnt it. The feature was deemed significant enough to have its own dedicated feature on currys website, but now its not coming, they arent interested.

 

I spoke to samsung recently and they said I needed to talk to currys, currys say they need to talk to samsung. Ive been offered a smart things hub

 

the lady on the phone at samsung was asking me who told me about the smart things dongle, who told me she kept saying.

 

this guy I replied:

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

 

i emailed the CEO and im awaiting a reply, she said they will be in touch.

 

but currys have acted awfully over this, trying to do all they can to deny responsibility for the information they provided.

 

so next week ill also be in touch with the CAB and ask them to escalate this to trading standards who will probably get their one person who works half an hour on a wednesday to reply and tell me that its my fault for not being able to see into the future and please dont question big business ever again.

Helping Hand

wrote:

Nope not really am I?

 

I've just sent an email off to Trading Standards who will hopefully bring me better luck and reply before Currys do so I can use whatever TS say in my reply to Currys.

 

 


Let me know how you get on and I have a few more emails you can use for curry's

Navigator

Thanks mate, appreciated!

Black Belt 

wrote:

Nope not really am I?

 

I've just sent an email off to Trading Standards who will hopefully bring me better luck and reply before Currys do so I can use whatever TS say in my reply to Currys.

 

 


Asa only deal with Advertising not misrepresentation. 

Voyager

I have not been following this thread closely. Apology  if this has already been answered previously. But has anyone had any luck with JL John Lewis with getting a refund for KS 2016 model TV? 

 

 

 

 

 

 

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