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Helping Hand

wrote:

This really is surprising and disappointing from John Lewis.

 

I personally still have not heard back from the initial email I sent to them (2 weeks ago on Wednesday), if I don’t hear back then I’m going straight to the top with my complaint!


That is a very poor show, definitely go straight to the top on this one.

Explorer

After having contacted RGB Direct, the retailer I purchased my TV from, they forwarded my case to Samsung UK, which I had also contacted directly.

 

I just got a second reply from them, which goes as follows:

------------------------

Dear Mr. S*****,

 

Thank you for your email. Your customer reference number is ****.

 

This is to acknowledge that we have already received your email.

 

We sincerely apologise for the delayed response. In regard to your concern, to catch with HDR10+, the TVs,set-top boxes and 4K Blu-rays have to carry the firmware to handle it, and content has to be made in it. Currently, all of our 2017 HDR TVS can support this (we cannot confirm yet when or if it will going to be available to our 2016 models).

 

For the Smart things function, this function is already available. However, not all the TV series may support this. For the instructions how to activate this, please refer from this link: https://support.smartthings.com/hc/en-us/articles/210766566-Samsung-TV-as-a-Thing.

 ...

 

------------------------

 

To this I am replying:

 

------------------------

Hi, and thank you again for your reply.

 

However, it seems like you are not getting my point, or deliberately misunderstanding it.

 

So, I will try to be very clear in describing my situation and why I feel like I have been lied to and miss-sold.

 

First of all, and my biggest disappointment, is the broken promise regarding the SmartThings Extend.

 

As you can clearly see here (https://web.archive.org/web/20161130190102/https://news.samsung.com/global/samsung-reveals-entire-20...), in a press release Samsung released on the Samsung Newsroom (news.samsung.com) on December 29 2015 (but has since then been taken down), Samsung state that its entire 2016 smart TV line-up will be Internet of Things ready and all TVs will apply IoT hub technology, allowing the TV itself to act as the controller for the entire smart home. This is a crucial part, as the function to have the TV as the hub and center of the smart home cannot be acquired with the standalone SmartThings Hub you linked to in your previous response. It only allows the hub to connect to the TV and gives you the option to control the TV with the SmartThings mobile app. I can not change the lighting, check the smart front door camera or use any other advertised smart features straight from the TV’s interface like promised. Here you can see the specific functions that are missing from your solution: https://youtu.be/KPhLa2ddWFY.

 

This was also specially addressed by Samsung Electronics America President & COO, Tim Baxter, at CES 2016. He starts talking about the SmartThings Extend USB adapter at the 3:55 mark on this video, https://youtu.be/bqkZw6NY3K8?t=3m55s.

 

It is crystal clear that there is no way to deliver this function Tim Baxter talks about, which was promised and described in the Samsung press release, now that the SmartThings Extend hub has been discontinued, so don’t bother trying to sell me on the idea that a separate SmartThings hub will give me this functionality.

 

As I mentioned in my previous email the CEO’s office of Samsung UK has already confirmed and admitted misrepresentation and false advertising which is a clear breach of the Oct 2015 European Consumer regs. and counts as a miss-selling, which means buyers are entitled to full refund or a replacement.

 

I don’t thin I can be any clearer on this. But if something is still unclear, please let me know and I will try to sort things out.

 

The other big reason why I chose this Samsung TV was because Samsung promised that it would support HDR10+ with a firmware update before the end of 2017. That has still not been the case and now you say that you “cannot confirm yet when or if it will going to be available to our 2016 models”. That does not give me any confidence in that Samsung will fulfill their promises made via special press releases that surely was a big factor and reason why many buyers, such as myself, ended up buying the Samsung 2016 KS TV’s.

 

Here are links to two separate news articles from the Samsung website (published on April 24th and April 26th 2017, I bought my TV on the 1st of May, largely based on these news):

 

http://www.samsung.com/global/tv/news/samsung-and-amazon-video-deliver-next-generation-hdr-video-exp...

 

https://web.archive.org/web/20171029205910/https://news.samsung.com/global/how-hdr10-creates-like-re... (this seems to have been taken down by Samsung, probably to cover their tracks in attempt to destroy evidence against them and for them to claim they did not promise HDR10+ support for 2016 TVs).

 

In both press releases it is clearly stated that “Later this year, Samsung’s 2016 UHD TVs will gain HDR10+ support as well through a firmware update”.

 

Please get back to me soon with solutions to how Samsung are going to make up for these broken promises that you just can’t look past or try to deny were ever made.

 

Best regards,

S****

 

------------------------

 

I think I have made my self very clear in this reply and hopefully they will give in.

 

I will keep you updated.

 

Navigator

So that has been 2 weeks today since I emailed John Lewis and not a peep from them so I have just fired off my email to the managing director. Let’s see how that goes.

Navigator

Another reply from Currys, with a final offer of an outstanding £50 on top of the £100 they already offered, blimey! - 

 

"Thank you for your email dated 5th February 2018.  Please accept my apologies for the delay in our response. 

I am sorry to advise that we are unable to meet your request to have a full refund of this purchase.  You have had around a year and five months use of this product as a television, which would be the primary use of this device.  As Samsung has decided to follow a different path with the product, we are trying to resolve this with a smart hub which would include all the functions that would be achievable with the USB stick Samsung did not develop. 

From what we can see is that the extend would do the same job at the Smarthub so we do not understand why the Smartthings hub would be unusable as this would connect to other Smartthings is your household.  However as a gesture of goodwill regarding this, we would be able to offer a further £50.00 as a BACS payment should you accept this remedy. 

Should you wish to reject the above remedy,  we then will have been unable to resolve this matter to your satisfaction.  We have now exhausted our internal complaints process and this is our final position.   

We are obliged to inform you that you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider.  You have up to twelve months to do this. 

Please find below the contact details for a certified ADR provider: 

Ombudsman Services 
Website: www.ombudsman-services.org 

Address: 

Ombudsman Services 
The Brew House 
Wilderspool 
Greenall’s Avenue 
Warrington 
WA4 6HL 

We need to advise you that ADR is voluntary and it is not a procedure to which we subscribe.  Therefore any ADR decision would not be binding. 

I trust my reply serves to answer your query in full. "

 

I want to somehow mention 'another customer' receiving over £500 without it sounding like I am only after the money if that makes sense. I can't afford a court case and not happy with £150, but if that's all they are offering then it's better than absolutely nothing. I was hoping to get at least a 4K bluray player out of it haha.

Helping Hand

wrote:

Another reply from Currys, with a final offer of an outstanding £50 on top of the £100 they already offered, blimey! - 

 

"Thank you for your email dated 5th February 2018.  Please accept my apologies for the delay in our response. 

I am sorry to advise that we are unable to meet your request to have a full refund of this purchase.  You have had around a year and five months use of this product as a television, which would be the primary use of this device.  As Samsung has decided to follow a different path with the product, we are trying to resolve this with a smart hub which would include all the functions that would be achievable with the USB stick Samsung did not develop. 

From what we can see is that the extend would do the same job at the Smarthub so we do not understand why the Smartthings hub would be unusable as this would connect to other Smartthings is your household.  However as a gesture of goodwill regarding this, we would be able to offer a further £50.00 as a BACS payment should you accept this remedy. 

Should you wish to reject the above remedy,  we then will have been unable to resolve this matter to your satisfaction.  We have now exhausted our internal complaints process and this is our final position.   

We are obliged to inform you that you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider.  You have up to twelve months to do this. 

Please find below the contact details for a certified ADR provider: 

Ombudsman Services 
Website: www.ombudsman-services.org 

Address: 

Ombudsman Services 
The Brew House 
Wilderspool 
Greenall’s Avenue 
Warrington 
WA4 6HL 

We need to advise you that ADR is voluntary and it is not a procedure to which we subscribe.  Therefore any ADR decision would not be binding. 

I trust my reply serves to answer your query in full. "

 

I want to somehow mention 'another customer' receiving over £500 without it sounding like I am only after the money if that makes sense. I can't afford a court case and not happy with £150, but if that's all they are offering then it's better than absolutely nothing. I was hoping to get at least a 4K bluray player out of it haha.


Was that response from Team Know How or Customer Services?

Hotshot

wrote:

Another reply from Currys, with a final offer of an outstanding £50 on top of the £100 they already offered, blimey! - 

 

"Thank you for your email dated 5th February 2018.  Please accept my apologies for the delay in our response. 

I am sorry to advise that we are unable to meet your request to have a full refund of this purchase.  You have had around a year and five months use of this product as a television, which would be the primary use of this device.  As Samsung has decided to follow a different path with the product, we are trying to resolve this with a smart hub which would include all the functions that would be achievable with the USB stick Samsung did not develop. 

From what we can see is that the extend would do the same job at the Smarthub so we do not understand why the Smartthings hub would be unusable as this would connect to other Smartthings is your household.  However as a gesture of goodwill regarding this, we would be able to offer a further £50.00 as a BACS payment should you accept this remedy. 

Should you wish to reject the above remedy,  we then will have been unable to resolve this matter to your satisfaction.  We have now exhausted our internal complaints process and this is our final position.   

We are obliged to inform you that you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider.  You have up to twelve months to do this. 

Please find below the contact details for a certified ADR provider: 

Ombudsman Services 
Website: www.ombudsman-services.org 

Address: 

Ombudsman Services 
The Brew House 
Wilderspool 
Greenall’s Avenue 
Warrington 
WA4 6HL 

We need to advise you that ADR is voluntary and it is not a procedure to which we subscribe.  Therefore any ADR decision would not be binding. 

I trust my reply serves to answer your query in full. "

 

I want to somehow mention 'another customer' receiving over £500 without it sounding like I am only after the money if that makes sense. I can't afford a court case and not happy with £150, but if that's all they are offering then it's better than absolutely nothing. I was hoping to get at least a 4K bluray player out of it haha.


I like the way they keep on about the ADR even though they are not signed up to it so therefore you can not use it. 

The time period has nothing to do with your claim so point that out and you could add you want further compensation because you have not had the full capabilities of this TV in this tine period as promised, i.e. the ability to control your smart things from your TV. The offer of a smart things hub, just point out to them that it will not allow the integration of your TV in to the smart things, which is what the smart connect dongle would allow. You could ask them how to integrate the TV into the smart things hub? I think they are just trying to act dumb and hope you will accept their rather pathetic offer. As long as @daleski75 is happy you quoting his success then I can not see any reason why not quote is compensation. I still think if court proceedings were started they would pay in full as they are admitting misrepresentation by offering compensation.

Highlighted
Helping Hand

wrote:

wrote:

Another reply from Currys, with a final offer of an outstanding £50 on top of the £100 they already offered, blimey! - 

 

"Thank you for your email dated 5th February 2018.  Please accept my apologies for the delay in our response. 

I am sorry to advise that we are unable to meet your request to have a full refund of this purchase.  You have had around a year and five months use of this product as a television, which would be the primary use of this device.  As Samsung has decided to follow a different path with the product, we are trying to resolve this with a smart hub which would include all the functions that would be achievable with the USB stick Samsung did not develop. 

From what we can see is that the extend would do the same job at the Smarthub so we do not understand why the Smartthings hub would be unusable as this would connect to other Smartthings is your household.  However as a gesture of goodwill regarding this, we would be able to offer a further £50.00 as a BACS payment should you accept this remedy. 

Should you wish to reject the above remedy,  we then will have been unable to resolve this matter to your satisfaction.  We have now exhausted our internal complaints process and this is our final position.   

We are obliged to inform you that you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider.  You have up to twelve months to do this. 

Please find below the contact details for a certified ADR provider: 

Ombudsman Services 
Website: www.ombudsman-services.org 

Address: 

Ombudsman Services 
The Brew House 
Wilderspool 
Greenall’s Avenue 
Warrington 
WA4 6HL 

We need to advise you that ADR is voluntary and it is not a procedure to which we subscribe.  Therefore any ADR decision would not be binding. 

I trust my reply serves to answer your query in full. "

 

I want to somehow mention 'another customer' receiving over £500 without it sounding like I am only after the money if that makes sense. I can't afford a court case and not happy with £150, but if that's all they are offering then it's better than absolutely nothing. I was hoping to get at least a 4K bluray player out of it haha.


I like the way they keep on about the ADR even though they are not signed up to it so therefore you can not use it. 

The time period has nothing to do with your claim so point that out and you could add you want further compensation because you have not had the full capabilities of this TV in this tine period as promised, i.e. the ability to control your smart things from your TV. The offer of a smart things hub, just point out to them that it will not allow the integration of your TV in to the smart things, which is what the smart connect dongle would allow. You could ask them how to integrate the TV into the smart things hub? I think they are just trying to act dumb and hope you will accept their rather pathetic offer. As long as @daleski75 is happy you quoting his success then I can not see any reason why not quote is compensation. I still think if court proceedings were started they would pay in full as they are admitting misrepresentation by offering compensation.


I don’t mind at all and I only got that by going straight to the top so would need to know if they have done this first so I can help out.

Navigator

Hi Dale,

 

That was from Team knohow, a guy named Tom this time. 

Do you reckon I should wait? It says I can escalate it to the CEO in 7 days through Resolver.

 

Thanks

Helping Hand

wrote:

Hi Dale,

 

That was from Team knohow, a guy named Tom this time. 

Do you reckon I should wait? It says I can escalate it to the CEO in 7 days through Resolver.

 

Thanks


I went outside of resolver and just sent an email directly to the CEO, which I am happy to paste here.

Navigator

That would be great mate. At least then I can Go at it a different way and if no luck I can go back to resolver and decide what to do. Thank you

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