Re: KS Owners refund - Page 90

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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 · ‎24-06-2018

@Ramos049 wrote:
@Tannoy20 wrote:
“As a retailer, we are selling you a product based on its primary function, being a television, we do advertise its capabilities however, are not ultimately responsible for these.”

Wow! That’s quite a statement!
Thats a load of rubbish. The statement below is taken from my ADR recommendation-
'It is apparent that the purchase was made on 19 August 2016. Therefore, the applicable law to consider is the “Consumer Rights Act 2015” and as it was an online purchase we must also take into consideration the “Consumer Contract Regulations”.
As with the “Sale of Goods Act”, under the “Consumer Rights Act” all products must be of satisfactory quality, fit for purpose and as described. It may help at this point if I provide a definition of the three areas to offer clarity with respect to how these matters are considered. The description is as follows:
• Satisfactory quality - Goods shouldn't be faulty or damaged when you receive them.
• Fit for purpose - The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods.
• As described - The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.'
Note that as described means any description given.

Thanks again for posting that and that is what you need to copy and send back.

Paul

sewarner · ‎24-06-2018

Guys, another option to run in parallel with your actions is to go down the route of the recording problem that Samsung have admitted that they have with all of their TVs. This is documented yonks back in this thread. I tried plugging in a usb disk drive and it did fail once. As I resolved my exchange I didn’t persue it any further.

paul1277 · ‎24-06-2018

@sewarner wrote:
Guys, another option to run in parallel with your actions is to go down the route of the recording problem that Samsung have admitted that they have with all of their TVs. This is documented yonks back in this thread. I tried plugging in a usb disk drive and it did fail once. As I resolved my exchange I didn’t persue it any further.

That's the problem I had with a ks9500 and a q9f, both would not do sceduled recording. I wrote about it a couple of weeks back on this thread. The misrepresentation is the best as you are entitled to a full refund.

Paul

Johneboy · ‎24-06-2018

I just wanted to post to say Ive been following the various threads regarding the KS series of TV's and the lack of HDR support on the iPlayer.

After reading the various threads here I thought I'd try my luck with Richer Sounds, whom I bought my TV from. I was expecting a bit of a battle, so I explained the issue at great length and this was the first reply...

Dear Sir,

Thanks for your email, I’m sorry to hear about this. We are aware of the issues and we are happy to offer a remedy to the situation. Part of the current range of 2018 model Samsung TVs now have the Smart Things dongle built in and now support HLG as well as having full HDR support.

We are happy to offer you an exchange for a Samsung UE55NU8000, see below link, let me know what you think.

With kind regards

Totally shocked but overwhelmed Richer Sounds are aware of the issue and happy to replace any of the KS series of tv's without fuss.

In one phone call the rep told me he alone is dealing with ALL these particular Samsung HDR issues as they've had a few of them already.

I wasn't thrilled with the new Samsung on offer though (didn't like the stand, hasn't got good reviews) so wanted to switch to OLED and make the most of the situation. Saw the excellent Philips 55 inch OLED with Ambilight which was £300 more but got them to price match with John Lewis who were selling it for £1499 - the same I payed for my Samsung 55KS7000 2 years ago! They agreed a straight swap and I'm getting my new Philips OLED TV, for absolutely free, tomorrow!

Couldn't be happier with Richer Sounds and their superb customer service.

So, If you got a KS model from Richer Sounds, get in touch with them. And if you didn't...next time, buy from Richer Sounds!

paul1277 · ‎24-06-2018

@Johneboy wrote:
I just wanted to post to say Ive been following the various threads regarding the KS series of TV's and the lack of HDR support on the iPlayer.
After reading the various threads here I thought I'd try my luck with Richer Sounds, whom I bought my TV from. I was expecting a bit of a battle, so I explained the issue at great length and this was the first reply...

Dear Sir,
Thanks for your email, I’m sorry to hear about this. We are aware of the issues and we are happy to offer a remedy to the situation. Part of the current range of 2018 model Samsung TVs now have the Smart Things dongle built in and now support HLG as well as having full HDR support.

We are happy to offer you an exchange for a Samsung UE55NU8000, see below link, let me know what you think.

With kind regards

Totally shocked but overwhelmed Richer Sounds are aware of the issue and happy to replace any of the KS series of tv's without fuss.
In one phone call the rep told me he alone is dealing with ALL these particular Samsung HDR issues as they've had a few of them already.
I wasn't thrilled with the new Samsung on offer though (didn't like the stand, hasn't got good reviews) so wanted to switch to OLED and make the most of the situation. Saw the excellent Philips 55 inch OLED with Ambilight which was £300 more but got them to price match with John Lewis who were selling it for £1499 - the same I payed for my Samsung 55KS7000 2 years ago! They agreed a straight swap and I'm getting my new Philips OLED TV, for absolutely free, tomorrow!
Couldn't be happier with Richer Sounds and their superb customer service.

So, If you got a KS model from Richer Sounds, get in touch with them. And if you didn't...next time, buy from Richer Sounds!

We wish the other retailers were the same. Would be good if you would pass on the good news to other forums, especially richer sounds as they are turning out to be the best retailer by a mile. AV Forums ks owners thread as well.

Paul

paul1277 · ‎24-06-2018

It might be useful copying the Email in the last post from richer sounds to use to show up curry's and jl.

mrtickle · ‎24-06-2018

@Johneboy wrote:
In one phone call the rep told me he alone is dealing with ALL these particular Samsung HDR issues as they've had a few of them already.
[...]
Couldn't be happier with Richer Sounds and their superb customer service.

So, If you got a KS model from Richer Sounds, get in touch with them. And if you didn't...next time, buy from Richer Sounds!

That is a fantastic result and thanks for posting.

May I ask, if you spoke to them on the phone, did you call a central national number? I'd quite like to talk to that same guy on the phone without having to risk speaking to others and getting a different result first.

Johneboy · ‎24-06-2018

Initially I sent a message to customer services via their website. A few emails went back and forth regarding what model I could get as a replacement. All communication was done with the same Customer Service rep as he was the one dealing with all these Samsung HDR returns. I believe if you write explaining what the issue is, it will be passed to him as he said he was the one looking after the HDR issue returns - he was the one handling all the ones returning with this issue. He said they had a few returned already and would be sending them all back to Samsung. He ended up calling me a few days into the emails back and forth as it was easier to discuss rather than going back and forth with emails.

Really am impressed with Richer Sounds stance on this. Firstly acknowledging the issue straight away then their willingness to simply replace a 2 year TV with a brand new model.
That is how customer service should be done. The standard 6 year warranty they offer too is the icing - not to mention price matching.
Always bought my stuff from them - will definitely continue after this!

billinghamn · ‎25-06-2018

Newbie here. My turn to try with John Lewis. I bought a UE55KS9000 in March 2017, partly on the basis of the SmartThings Extend capability. Have followed the advice on this thread, which has been amazing. Email was submitted yesterday and have my auto-reply. Will see what happens next.

Seems like JL are resisting in the majority of cases, but there have been one or two examples (noted on this thread) where they have provided store credit. That's all I have asked for, and I think that's a reasonable request. I am a loyal JL customer - I just hope I still am after they respond to my complaint.

Boofg100 · ‎25-06-2018

I have did my best to all points accross regarding my case of being missold and Currys have came back and given me a final offer of a partial refund.

The have told me since we cannot agree to seek 3rd party advise and told me to contact the below:

https://www.consumer-ombudsman.org/complaintlodgement

I have submitted case and added all relevant evidence, Just wanted to know if any one has submitted case using the above link before and had any luck? Iv seen some reviews of those guys and it does not look like they do a good job in representing. So is there any alternavities i could use?