Re: KS Owners refund - Page 102

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

Mylo75 · ‎28-06-2018

What Adr are people using for currys, as I've tried using www.retailadr.org.uk but it won't let me start a claim as it says currys do not respond to it. After 2 weeks work this is where I'm at now, see below

Hi Mr Sharkey,

Further to our telephone conversation.

I emailed our head office stating that you were requesting an exchange on your Samsung TV purchased on 24/11/2016 as it was meant to be supplied with the SmartThings Extend,unfortunately Samsung never made it couldn't be supplied. Therefore your TV was not as described.

Head office have answered back that after careful consideration they would offer a contribution of £150.00 in the form of a voucher.

A case has been created, CC3723129

Our Customer Service contact details are

customer.services@currys.co.uk

Currys PC World
PO Box 1687
Sheffield
S2 5YA

0344 561 0000

Kind regards,

Dawn

X3723 · ‎28-06-2018

Hi Paulyoung666, Yes OLED still do have screen burn if left with a static image, the only technology that's coming that will beat OLED is the micro LED Samsung have shown at tradeshows but is likely to be several years before commercially viable or even at an affordable price, you just have to weigh the cost/screen burn to the positives of OLED over the QLED or Standard LED. you can mitigate the burn in but that is something you will have to decide.

sewarner · ‎28-06-2018

@paul1277 wrote:
@X3723 wrote:
Hi, I have been reading up on this forum as I could not find much information elsewhere and samsung support goes without saying. My question is to those who have contacted John Lewis, does it matter if i don't have the box for the TV in the refund or exchange if it is offered. Got it so long ago I think the box and packaging got recycled.
No, just tell them.
Paul

They took mine away yesterday without a box. The delivery people have blankets & bubble wrap.

paul1277 · ‎29-06-2018

@Mylo75 wrote:
What Adr are people using for currys, as I've tried using www.retailadr.org.uk but it won't let me start a claim as it says currys do not respond to it. After 2 weeks work this is where I'm at now, see below

Hi Mr Sharkey,

Further to our telephone conversation.

I emailed our head office stating that you were requesting an exchange on your Samsung TV purchased on 24/11/2016 as it was meant to be supplied with the SmartThings Extend,unfortunately Samsung never made it couldn't be supplied. Therefore your TV was not as described.

Head office have answered back that after careful consideration they would offer a contribution of £150.00 in the form of a voucher.

A case has been created, CC3723129

Our Customer Service contact details are

customer.services@currys.co.uk

Currys PC World
PO Box 1687
Sheffield
S2 5YA

0344 561 0000

Kind regards,

Dawn

Take the positives here, by offering compensation even though small amount it is still an admission of doing something wrong and they even are admitting to misrepresentation. If that was presented to court they have admitted court. By saying that I think they have made a mistake.

I suggest replying and thanking them for admitting misrepresentation but kindly refuse the derogatory compensation offer but ask them comply with the law European 2015 consumer regs and give a full refund for misrepresentation.

This is very good as they are admitting they have done wrong and are not trying to blame anyone else and also are admitting they advertised the small things dongle.

Brilliant

Paul

Jep_uk · ‎29-06-2018

If anyone has been successful with john lewis, can i ask that you share the love and send your case reference number from jl to @tarbat to help him with his claim so that he can get a tv that actually does as promised so that it suits the needs of his family.

Thanks.

tarbat · ‎29-06-2018

So, I phoned John Lewis on the 01144 524 057 number, and they're refusing to deal with me because it's been escalated to the DIrector's office. I'm beginning to wish I'd never allowed John Lewis to escalate it to the Director's office, they've already told me there's nothing further they can do. All they'll offer is a SmartThings hub.

Advisor at CAB has warned me that taking it to court will cost over £100 and if I lose I might have to pay JL's costs 😞

tarbat · ‎29-06-2018

@Mylo75 wrote:
What Adr are people using for currys, as I've tried using www.retailadr.org.uk but it won't let me start a claim as it says currys do not respond to it.

If Curry's are like John Lewis, they'll refuse to participate in the ADR process. Unfortunately it's not mandatory, so I guess certain retailers would prefer to force their customers down the small claims court route instead.

You could try the EU ODR at http://ec.europa.eu/consumers/odr/main/?event=main.home.show but again, the retailer doesn't have to participate.

For example, my case is now 2 days into the 30 day timescale that John Lewis have to respond.

tarbat · ‎29-06-2018

@Jep_uk wrote:
@If anyone has been successful with john lewis, can i ask that you share the love and send your case reference number from jl to @tarbat to help him with his claim so that he can get a tv that actually does as promised so that it suits the needs of his family.

Thanks for this. Unfortunately John Lewis (Director Relations) just say "Whilst I understand your frustration, I am unable to discuss another customers order or complaint with you." I've gone as far as I can with John Lewis, they've issued me a "Deadlock Letter", so the only option left to me is going to court 😞

Samsung are still insisting that the SmartThings Extend USB adaptor and the SmartThings functionality on the TV are covered by the following clause:

"Apps shown may not be available on all Samsung Smart TV products. The Samsung Smart TV platform is used by content providers to make apps available. Content providers may remove apps from the Smart TV platform or stop supporting them at any time. When new Samsung Smart TV products are launched, there may be a delay before the apps shown become available on those products."

I've already use the "Samsung are the manufacturer, not a content provider" argument, but any other ideas? I've also suggested that the Nvidia Shield with the SmartThings link USB dongle would provide the same functionality that was originally promised on the KS8000, so I'll see where that goes. I just want SmartThings functionality on my TV as was promised.

Moily · ‎29-06-2018

@tarbat wrote:
@Jep_uk wrote:
@If anyone has been successful with john lewis, can i ask that you share the love and send your case reference number from jl to @tarbat to help him with his claim so that he can get a tv that actually does as promised so that it suits the needs of his family.
Thanks for this. Unfortunately John Lewis (Director Relations) just say "Whilst I understand your frustration, I am unable to discuss another customers order or complaint with you." I've gone as far as I can with John Lewis, they've issued me a "Deadlock Letter", so the only option left to me is going to court 😞

Samsung are still insisting that the SmartThings Extend USB adaptor and the SmartThings functionality on the TV are covered by the following clause:

"Apps shown may not be available on all Samsung Smart TV products. The Samsung Smart TV platform is used by content providers to make apps available. Content providers may remove apps from the Smart TV platform or stop supporting them at any time. When new Samsung Smart TV products are launched, there may be a delay before the apps shown become available on those products."

I've already use the "Samsung are the manufacturer, not a content provider" argument, but any other ideas? I've also suggested that the Nvidia Shield with the SmartThings link USB dongle would provide the same functionality that was originally promised on the KS8000, so I'll see where that goes. I just want SmartThings functionality on my TV as was promised.

There's a difference between a content provider deciding not to supply an app for KS owners to use versus Samsung not delivering the hardware required and thus preventing anyone from supplying an app.

Something Samsung (and their legal team) will be fully aware of but are trying to BS their way out of their costly mistake.

CJH26 · ‎29-06-2018

John Lewis are a complete joke

Same here @tarbat

General customer service cant help, They wont speak about other customers cases. Refuse to communicate any further and cant overturn their final decision because its with the head of customer relations.

I have told them to call me back to discuss it more but its not going to go anywhere.