Close

What are you looking for?

cancel
Showing results for 
Search instead for 
Did you mean: 

KS Owners refund

(Topic created on: 29-06-2018 03:24 PM)
755 Views
paul1277
Black Belt 
Options

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

It will be preety disingenous of JL to include a link to the EU ODR but not be a participating trader. It would give customers a false sense of consumer protection when it didn't exist.

Let us know how they respond to the 30 day deadline?

If it has to go to small claims court then any precendence of other JL customers getting a refund for the same mis-representation claim as yours needs to be highlighted.

 

CJH26
Navigator
Options

@NickBee wrote:

It will be preety disingenous of JL to include a link to the EU ODR but not be a participating trader. It would give customers a false sense of consumer protection when it didn't exist.

Let us know how they respond to the 30 day deadline?

If it has to go to small claims court then any precendence of other JL customers getting a refund for the same mis-representation claim as yours needs to be highlighted.

 


Im just under 2 weeks away from the conculsion to my EU ODR case and they have not responded.

Been told by the head of customer relations department

 

"Regarding your question about Alternative Dispute Resolution, I can confirm we are aware of the scheme. However, as a business, we are confident in our ability to resolve complaints fairly. Therefore, we do not deal with any third party."

Buckowski
Journeyman
Options

I've sent a letter to JL, not had a reply been waiting 8 days so far.

Would it be viable for the people who have got the refund fromJL to post their order number or customer number?

I'm thinking it could help those who have to go down the court route. ..

As surely they can't give some customers a refund and some customers not. For the same issue !

wayneunique
Explorer
Options

Same here regarding JL, they refuse to deal with me the case has been concluded and closed.

I've now resubmitted a new email and complaint.

NickBee
Apprentice
Options
So JL don't allow an impartial organisation to reach an out-of-court settlement to help resolve the case........

The JL link to the EU ODR scheme is therefore meaningless fluff and nonsense.
paul1277
Black Belt 
Options

@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.


Either they do not know what they are talking about or again trying to confuse things again. You need to close their argument down and make it clear this is not about the smart tv platform which is all about the apps. It is about the specifications they advertised relating to the tv being the center of the Internet of things and that can only happen without the dongle that they advertised which Samsung decided not to supply. They know this and I thought jl were now refunding. Maybe not. Keep plugging away at them,  and again strongly point out the dongle is not an app but a promised function,  which is misrepresentation. 

Paul

paul1277
Black Belt 
Options

@Moily wrote:

@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.


As them when the dongle will be made available? ??

paul1277
Black Belt 
Options

@NickBee wrote:

It will be preety disingenous of JL to include a link to the EU ODR but not be a participating trader. It would give customers a false sense of consumer protection when it didn't exist.

Let us know how they respond to the 30 day deadline?

If it has to go to small claims court then any precendence of other JL customers getting a refund for the same mis-representation claim as yours needs to be highlighted.

 


It would also be very useful if the people who have had success with jl if you could post you jl reference number as that  can be used proof in court,  that they have refunded somecustomers and not others. Like to

CJH26
Navigator
Options

@paul1277 wrote:

Either they do not know what they are talking about or again trying to confuse things again. You need to close their argument down and make it clear this is not about the smart tv platform which is all about the apps. It is about the specifications they advertised relating to the tv being the center of the Internet of things and that can only happen without the dongle that they advertised which Samsung decided not to supply. They know this and I thought jl were now refunding. Maybe not. Keep plugging away at them,  and again strongly point out the dongle is not an app but a promised function,  which is misrepresentation. 

Paul


Hi Paul, I just want to chime in here, Your posts are appreciated but no John Lewis are far from resolving it for the majority of people.


Skipping over the part of @tarbat message from Samsung. That is clearly them trying confuse the situation and just concentrating on John Lewis.


For myself and many others if you have had any contact with head of customer relations they are refusing to help. They are telling us because it came from upper management they have the final say and wont communicate any further. In regards to upper management they are not budging, they insist they wont change their mind and wont take into account any other customers case numbers and also wont communicate unless it is to take them up on their offer. They are completely aware of what has gone on etc but unless they are forced to court its not going to change.

 

mrtickle
Helping Hand
Options

 


@tarbat wrote:

 

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 😞


If it comes to that, seriously, we should crowdfund you. Set up a page, and you've got £10 from me for a start.

 

I sent off my email to Richer Sounds using their webform last night. unfortunately limited to 3000 characters so I couldn't fit all the info in that I had crafted from @billinghamn and @Jep_uk 's fine letters. Nevertheless I've had an email reply already saying 

"The Newcastle store are already aware of the situation and will be in touch with you".

 

fingers crossed :smiling-face: