KS Owners refund

[paul1277]

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

[paul1111]

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@MC_Bladewrote:
Good for you, don't let them off the hook.

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For jl to admit to miss  selling means that even if it went to court you should win,  in fact it would not get that far.  This should be good for those fighting with Curry's. 

[73henny1]

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@CJH26wrote:

So now it gets interesting. As you guys know I filed my section 75 claim a few weeks ago and while I have not heard back yet (it takes up to 8 weeks) I have just had my latest message from John Lewis... and it is a complete joke!

Its everything I imagined it would be and just proves they are in bed with Samsung, their main mission is to please them and forget about their customers. For sure all future purchases are going to be with Richer Sounds!

Basically they have apologized it has taken so long and they are now in the position to provide a resolution. They have admitted their own wrong doing by advertising the USB dongle. They have confirmed that the USB dongle is not getting released and they want to offer the hub instead (even though I told them I was not interested in this), they admit that it wont provide the same functionality they believe it to be a reasonable alternative and because I have waited so long they will also refund me £100.

Needless to say I will be rejecting this and proceeding with my section 75 claim to obtain a full refund and I will be pointing this out to them.

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I got exactly the same response today. Obviously a timed release of a generic email.

They also made reference to the HLG/HDR10+ update, yet I made no reference to this whatsoever!

I'll also be rejecting their offer.

[MC_Blade]

Good, as soon as they admitted miss selling they had lost in the eyes of the law.  Keep plodding on they have to cave in eventually or risk ending in court which will cost them a lot more as a precedent will be set.

Think I would reference their admission and annex it as exhibit A in any further emails.  Just to force it home.

[CJH26]

@73henny1

Thanks for confirming, that’s basically what I thought.

I forgot to say about the HLG/HDR10 part, I got that aswell even though I made no mention of it in my complaint email as JL had no control over that.

[rosscouk]

I have just had the JL comms too - here is the content

"Thank you very much for your patience while we investigated your concerns regarding your Samsung  television. I’m truly sorry for the length of time you’ve waited; we’re now in a position to resolve this.
 
When you made your purchase, it was advertised your television would soon be updated with the ‘SmartThings’ functionality and that a SmartThings USB dongle would be provided to support this. As you’re aware, Samsung did not proceed with this and I can appreciate this was very disappointing. Whilst John Lewis only advertised this feature based on the information provided by Samsung, we do acknowledge this information was in our product descriptions.
 
Since you initially contacted us, we’ve been in regular contact with Samsung in order to seek a suitable resolution. In doing so, Samsung advised that unfortunately, for technical reasons they were unable to release the SmartThings Extend dongle, however for customers seeking SmartThings connectivity, they can provide their SmartThings Hub, with the confidence of consistent performance. This will be provided free for charge to customers who purchased selected 2016 televisions; which includes the television you purchased.
 
Being aware of your concerns surrounding the above proposed solution, we asked Samsung to confirm exactly what the hub would do and how this compares to what was initially offered. Samsung confirmed the following;
 
“SmartThings features & functionality are not dependant on which device is acting as the Hub. SmartThings control is not possible on the TV due to technical reasons. All features & functionality are available for the user through the interface on their mobile device noting the control is the same or better than if it was on the TV. SmartThings users are currently using all features & functionality utilising the SmartThings Hub, therefore the supply of such “Free of charge” will enable customers to experience and enjoy SmartThings with the confidence of consistent performance.No control is available on the TV. If you need to view the SmartThings app on the TV it is possible to Mirror your phone on the TV via either the Smart View app (on iOS and Android) or Samsung Connect (on Samsung devices). Note that the control is still done via the mobile device.”
 
Product Features
 

• Connect wirelessly with a wide range of smart devices and make them work together.
• Monitor and control connected devices in your home using a single SmartThings app for iPhone or Android.
• Receive alerts from connected devices when there’s unexpected activity in your home.
• Automate connected devices in your home and set them to turn on or off when doors are opened, as people come and go, and much more.
• Manage connected devices in your home with voice commands using SmartThings and Amazon Alexa or Google Home.
• Required an internet-connected Wi-Fi router with an available Ethernet port, plus the free SmartThings app for Android (4.1 or later) or iPhone (iOS 9.0 or later).

 
You can find out more by clicking the link below:
 
http://www.samsung.com/uk/smartthings/hub-f-hub-uk-v2/
 
With regard to Samsung’s promise to provide a firmware upgrade to enable HDR10+ and HLG; we’ve been advised this is something their Head Office are discussing at the moment and their hope is to provide an update in the near future. This was offered after your purchase so I recommend this is something you continue to pursue with Samsung directly, however if we hear anything further, we’ll certainly let you know. 
 
Although the provision of the SmartThings hub doesn’t provide exactly the same functionality as the USB dongle would have, we do trust it is a reasonable alternative and in some respects, it offers more than the USB dongle would have.
 
I recognise however, you’ve waited a significant length of time for this information to be provided. To acknowledge your patience whilst we have investigated your concerns with Samsung, I’d like to offer £100.00 as a gesture of our apology. As with any customer enquiry or complaint, we aim to get back to our customers within a reasonable timeframe but I completely accept the time you have waited on this occasion is excessive. I’m truly sorry for the inconvenience caused.
 
To arrange for your free SmartThings hub to be delivered, please let me know the most suitable address. With regard to the £100.00, this can either be credited to a card of your choice or I can arrange for a John Lewis gift card to be posted to you; whichever you’d prefer"

[73henny1]

Word for word identical email to mine.

Just considering my response.

[rosscouk]

Me too. Section 75 seems quite likely right now as I did purchase with a credit card. I could give JL the option of a further 'offer' but then I would need to decide what is is worth. Ultimately I do want to swap sets because of this I think.

[paul1111]

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@73henny1wrote:

Word for word identical email to mine.

Just considering my response.

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It's still misrepresentation. 

[crashcris]

@rosscouk@73henny1... I think I'd point out that you're grateful that they acknowledge that although the Smart things USB Dongle and the Smart things Hub both share similar names, that they have confirmed that they do NOT offer the same functionality.  The system you were promised was to be operated by the TV and its remote, and the system they are suggesting as an alternative is a control box to be operated by a Smart Phone. It was the functionallity of using the TV to control devices which is what persuaded you to purchase the KS TV in the first place. Then tell them that you look forward to receiving the refund of the full purchase price within 7 days and will arrange a day and time which suits yourself for them to collect the TV after you've received the refund.

On a side note, perhaps if they offered a brand new iPhone X or the latest Samsung smart phone with which to operate this Smart things Hub......?

[rosscouk]

Good points @crashcris. I have been mulling it over today and I think thats where I am.