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KS Owners refund

(Topic created on: 16-06-2018 09:17 AM)
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paul1277
Black Belt 
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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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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.

2,560 REPLIES 2,560
Jcotts
Pioneer
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Morning all!

 

ok so I ended up replying anyway so I hope you guys can tell

me if I have responded correctly:

 

Hi,
Again I will also send this in the amazon messaging system.

After some searching around, I have managed to find this link for the same TV on amazon with the relevant information that was included in the original site link for the tv which I bought from you.

https://www.amazon.co.uk/Samsung-UE55KS7000-55in-SUHD-Smart/dp/B01FWENDSO/ref=mp_s_a_1_1?ie=UTF8&qid...

I still think it’s possible that amazon have altered the original page from which I purchased the tv as the screen grabs I sent you were from the original item page, but this was a feature advertised across the 2016 KS SUHD TV range, by most retailers and Samsung themselves. This was advertised world wide along with the other features described in my original message. I will also forward the original message again from this email address with the correct links that were removed from the Amazon messaging service.

Unfortunately the Oct 2015 European consumer regulations state that even though Samsung has incorrectly advertised the tv, I bought it from you, and my contract is with you.
This means that I don’t have to contact Samsung to resolve the issue. It makes it an implied term that the goods be as described, for for purpose and of satisfactory quality. I feel & believe that due to the false advertising by Samsung and as clearly shown on Amazon’s marketplace, the goods are not fit for their intended use.

The regulations also state that I have up to 6 years after purchase to raise and deal with goods bought that I feel were either mid-sold or or was mislead.

I once again state that I am happy to resolve this with you, by returning the tv to you for a full credit exchange - to the full value of which I originally paid, against another tv provided that you have the tv make and model which I would consider replacing it with, or if not, then I will excerise my final right to reject and accept a full refund of the original price paid.

I urge you to please reconsider your position on the matter as I will have to consider my options going forward to resolve the situation. I will also be contacting Amazon for their involvement as the advertisements are via their sales marketplace and are misleading.

For your reference, please see this link for a case file on this exact same issue with another retailer that was decided by alternative dispute resolution or ‘ADR’ : https://drive.google.com/open?id=1wchOMdwsbyzfMV4dbYBvh0wxDkkn9Z_z

I hope we can reach a suitable outcome on the matter shortly.

Regards
James

 

do you think this is correct?

mrtickle
Helping Hand
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That looks like an excellent letter to me.
I wouldn't have included the "I will also be contacting Amazon for their involvement" sentence as it gives them a loophole "we'll wait to see what happens with that, then!" to jump into - give them an inch and they'll take a mile - but that said, the rest of the letter is clear and firm enough anyway.

mrtickle
Helping Hand
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@Waynimus wrote:

@paul1111@mrtickleThanks both for your suggestion of the 2018 QLEDs as a replacement for the KS7500.

 

Assuming any QLEDs are offered, and tbh given the KS range are basically 2016 QLED models (with quantum dot display), I feel that is a reasonable expectation. I am curious though, just incase they do offer a 2017 QLED. What is the reason to push for a 2018 QLED over the 2017? Is the KS range in some way better than a 2017 QLED?


No, no reason other than 2018 is newer and better than 2017. Given the way you've been treated, the 2017 models already have a year-old version of Tizen and you're worried that Samsung will do the same to you all over again - so you want the latest model to minimize the future pain.

The 2018 QLED models are a lot better than 2017, in my opinion. One reason: the 2017 models had the thin fibe-optic cable going from the One Connect Box to the TV, but both the OCB and the TV needed to be plugged into the mains! Two sockets required on the wall for one TV! The 2018 models have a slightly thicker (but still very thin) cable, which also carries power, so back to one wall socket being needed (like every other TV in the world).

 

Jcotts
Pioneer
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Thanks.

I only mentioned contacting amazon as it gives me another avenue to pursue as their own A to Z policy puts extra pressure on the traders to resolve the situation, and from what I’ve read, thy usually push in favour of the customer & in turn the traders rating with them gets affected - so it pays for them to back down!

Hopefully I haven’t complicated the issue, but I will wait and see what result I get
Jcotts
Pioneer
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So this is their response to my email:

 

Thank you for your email,

I do appreciate your willingness to resolve this with us.

However, having discussed this at length with our advisors, we are confident that we have neither mis-sold nor mis-advertised your product. Whilst I understand that there may have been external factors influencing your decision to buy, we cannot be held accountable 10 months later for a feature that we did not advertise.
I thank you for your understanding and have noted that you intend to escalate this further. We value our customers immensely, and try to assist as much as possible, even in very challenging situations. I cannot authorise a refund or credit note for an item which has been used for the best part of a year. I'm sincerely sorry.
We will of course communicate and cooperation with amazon if that is how you wish to proceed.

Thank you

 

So what now? Amazon or ADR?

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Kallb123
Explorer
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I have now also been contacted by the local Richer Sounds who have also offered a full refund if I return the TV. Note that I contacted both the local store and the customer services department. No problems with either of them, can't recommend them enough.

 

Unfortunately I'll still be waiting till I have time/money to replace the TV.

paul1277
Black Belt 
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@Kallb123 wrote:

I have now also been contacted by the local Richer Sounds who have also offered a full refund if I return the TV. Note that I contacted both the local store and the customer services department. No problems with either of them, can't recommend them enough.

 

Unfortunately I'll still be waiting till I have time/money to replace the TV.

 

Great stuff and there are some sales on at the moment.  Please tell others about your result. 

Paul. 


Jep_uk
Pioneer
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@paul1277 wrote:

@Kallb123 wrote:

I have now also been contacted by the local Richer Sounds who have also offered a full refund if I return the TV. Note that I contacted both the local store and the customer services department. No problems with either of them, can't recommend them enough.

 

Unfortunately I'll still be waiting till I have time/money to replace the TV.

 

Great stuff and there are some sales on at the moment.  Please tell others about your result. 

Paul. 



Richer Sounds have a £100 off code (look on hotukdeals) for tvs above a £1000 if you buy online. 

sewarner
Pioneer
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Does anyone have a link for the KS8000 for John Lewis.  I bought mine in Jan 2017.  I’ve seen the one for the KS7000 and may have to use that if JL push back.

 

Thanks, Steve

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Jep_uk
Pioneer
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@sewarner wrote:

Does anyone have a link for the KS8000 for John Lewis.  I bought mine in Jan 2017.  I’ve seen the one for the KS7000 and may have to use that if JL push back.

 

Thanks, Steve


https://www.johnlewis.com/samsung-ue49ks8000-suhd-hdr-1-000-4k-ultra-hd-quantum-dot-smart-tv-49-with...

Thats for 49 inch. All you need to do is type in google 'john lewis' and size of tv eg 49ks8000 and it takes you to product page which is still up, but just states no longer available. 

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