Re: KS Owners refund - Page 148

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

Buckowski · ‎02-08-2018

My 1st email was sent to JL on June 16. I've still not had a response 7 emails later.

Their CS is hopeless I'm really surprised, always thought they had a good Rep. Never again.

I shall persevere

hawks · ‎02-08-2018

Long time follower of this thread and just wanted to post an update on my John Lewis experience.

After numerous emails and phone calls to John Lewis I have today been offered a full refund for my Samsung KS7500 television today. A chap from their CS team called me yesterday with the offer of either £100 credit and keeping the TV or a full refund. They are coming to collect next week.

I was told a number of times by John Lewis by email and on the phone that I was not eligible for a refund as it was beyond their control Samsung did not release the dongle, the television functioned correctly apart from this etc. I was also told I could have the Smart Things hub which i didn't accept. I just continued wit the fact that they had advertised said feature which the TV did not provide.

The information on here has been extremely helpful so thank you to all. Hopefully this shows John Lewis are softening their stance and others will be able to return their televisions for a full refund.

paul1277 · ‎02-08-2018

@hawks wrote:
Long time follower of this thread and just wanted to post an update on my John Lewis experience.

After numerous emails and phone calls to John Lewis I have today been offered a full refund for my Samsung KS7500 television today. A chap from their CS team called me yesterday with the offer of either £100 credit and keeping the TV or a full refund. They are coming to collect next week.

I was told a number of times by John Lewis by email and on the phone that I was not eligible for a refund as it was beyond their control Samsung did not release the dongle, the television functioned correctly apart from this etc. I was also told I could have the Smart Things hub which i didn't accept. I just continued wit the fact that they had advertised said feature which the TV did not provide.

The information on here has been extremely helpful so thank you to all. Hopefully this shows John Lewis are softening their stance and others will be able to return their televisions for a full refund.

That's great and again can I ask if you can put the letter from John Lewis with their ref number for others to ask why they are not being refunded and therefore claim discrimination. Also please post the result on the ks results thread and other social media platforms.

Thanks again for informing us.

Paul

En1gma111 · ‎02-08-2018

My response to Curry's after they offered £125 to keep the TV or £700 to return it.

Good Afternoon

Thank you for your phone call and email response yesterday.

Unfortunately I am unwilling to accept either of the two offers that you have proposed. This is based upon the grounds that I know my legal consumer rights, following a clear case of misrepresentation by a retailer, constitutes a full refund. I believe Curry's to be in breach of consumer law to not accept this.

In your response you reference that the decision for a partial refund resolution is based on the opinion that the television is serving it's primary function and therefore you are not obliged to offer a full refund. I believe this to be incorrect as the Consumer Rights Act 2015 makes no exception for a product fulfilling it's 'primary function' with regard to misrepresentation and acceptable legal resolutions. I would appreciate clarification on where in consumer law you believe this exception to the legal obligation of a full refund has been obtained from?

You also make reference to being sorry that Samsung have decided not to proceed with introducing the SmartThings dongle that they previously advertised. Whilst I appreciate the apology I cannot comment on what Samsung may have advertised but it was the advertisement by Curry's, which was discussed by myself in store, which ultimately influenced my decision to purchase the Samsung 49KS7500 on the 3rd August 2016.

Finally I wanted to mention a recent independent Retail ADR ruling in a case against Richer Sounds following an identical claim of breech of the Consumer Rights Act 2015 for misrepresentation of the Samsung KS range of televisions. Whilst I understand that Curry's are not bound by the outcome of any ADR decision and I do not wish to discuss another customer's complaint with another retailer I wanted to highlight the response below as further evidence to support my case. I have attached the full outcome to this response.

"In conclusion Based on the evidence provided and after conducting our own online investigation, we agree that this is a clear case of misrepresentation.

Therefore, we deem that Richer Sounds:

• Accept the return of the television and refund the full cost of £2339 and need offer no further remedy or award."

To conclude, if a full refund or offer of a suitable replacement cannot be accepted by Curry's as full and final settlement I will ensure that my letter before action is drafted to address you have provided.

Regards,

hawks · ‎02-08-2018

Paul,

I've posted in the results thread. I don't have a letter from JL only an RMA email which actually doesn't say anything about why I'm being refunded but if it would help I'd be happy to post this, although I may wait until they actually collect the TV next week and I receive a full refund! The offer and refund was agreed over the phone.

Outcasst · ‎02-08-2018

I did ask the man on the phone to send me e-mail confirmation of the refund, he agreed but he has yet to do so, so there's still a slight doubt in my mind.

hawks · ‎02-08-2018

I have an RMA email which shows the product and amount I'll get refunded but with how evasive JL have been I can't help but think the worst.

At one point I actually spoke to someone on the phone who said I could exchange the KS7500 for another TV and he'd call me back in 24hours if I wanted to go to my local store or look on their website to choose something. When they called me back I was told on speaking with their technical team I now wasn't entitled to a refund which was incredibly frustrating.

paul1277 · ‎02-08-2018

@hawks wrote:
I have an RMA email which shows the product and amount I'll get refunded but with how evasive JL have been I can't help but think the worst.

At one point I actually spoke to someone on the phone who said I could exchange the KS7500 for another TV and he'd call me back in 24hours if I wanted to go to my local store or look on their website to choose something. When they called me back I was told on speaking with their technical team I now wasn't entitled to a refund which was incredibly frustrating.

At least you now have the RMA number so should all go through now. I don't think they are all in sync yet.

When you get you refund then that number would be great as evidence that they giving full refunds.

Thanks for putting on the results thread.

Paul

Outcasst · ‎02-08-2018

@hawks

I do have an 8 Digit number in the SMS i received for the collection. Is that the RMA number?

paul1277 · ‎02-08-2018

@Outcasst wrote:
@hawks

I do have an 8 Digit number in the SMS i received for the collection. Is that the RMA number?

Yep that's the one. It can prove that they have refunded one of their customers. So if someone does take them to court this is evidence that they have refunded. I would like to see the answer when asked by the court, why have you refunded one and not the other.

Paul