KS Owners refund

[paul1277]

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

[Inconceivable]

Hi,

Anyone had any luck with Samsung directly? Mine was bought directly from Samsung (infact was a replacement for my original tv which went faulty from Samsung)

Any help is much apreciated.

Thanks.

[paul1277]

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@Inconceivable wrote:

Hi,

Anyone had any luck with Samsung directly? Mine was bought directly from Samsung (infact was a replacement for my original tv which went faulty from Samsung)

Any help is much apreciated.

Thanks.

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Yes I bought from Amazon and Samsung eventually gave me a full refund.  I dealt with the UK CEO office as the customer support was not much use. All details on page 3 I think of the ks refund more info thread. 

Paul 

[Tannoy20]

That would presumably only be if you originally bought a ks series though. If it was a warranty replacement for a non ks series tv I don’t think you would be eligible for anything 

[paul1277]

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@Tannoy20 wrote:

That would presumably only be if you originally bought a ks series though. If it was a warranty replacement for a non ks series tv I don’t think you would be eligible for anything 

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The main reason I got the ks9500 replaced by Samsung was due to it not doing scheduled recording. Samsung offered to replace with the q9f,  but told me that the scheduled recording was a known unfixable issue and could affect the Q9F. The Q9F also failed on recording. They dont tell you that when you buy the tv.  Also the picture was awful blocking HDR was duller than SDR. It was also blooming and had a shadow all around the edge.  Bit like looking through a tube.  Samsung said it was within spec,  but agreed to give me a full refund. If your telly has that fault it normally works for a couple of weeks then stops. It would record what you are watching and do time shift. They did try to blame the USB drive and then my aerial,  and then the actual broadcasters multiplex. Thing is I also have an older 32 Samsung smart TV which records perfectly, and a freesat recorded which also works perfectly,  so they could not fob me off and I could question their silly excuses. 

Paul

[Inconceivable]

Hi,

My problem is kinda different, my 65KS8000 was a replacement of my 65JS9000 as when it went faulty they were no longer producing the model and they replaced it.

Since then my 65KS8000 has had its front panel replaced due numerous bright white glow spots appearing on the edge of the screen in random places. It’s been just under three months since this has happened and I’ve started getting faint white spots again in random areas no where near as bad as they were when the panel was replaced the but I can see three spots which I’m sure will just get worse and worse over time as that’s what happened before, no longer under warranty of course!

Apparently this is is a known issue but yeah a bit stuck so was looking quite closely at this thread and asked. I’m not convinced with the model anymore 😞

Thanks again for any help and hope that provides more detail as to my original question.

[paul1277]

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@Inconceivable wrote:

Hi,

My problem is kinda different, my 65KS8000 was a replacement of my 65JS9000 as when it went faulty they were no longer producing the model and they replaced it.

Since then my 65KS8000 has had its front panel replaced due numerous bright white glow spots appearing on the edge of the screen in random places. It’s been just under three months since this has happened and I’ve started getting faint white spots again in random areas no where near as bad as they were when the panel was replaced the but I can see three spots which I’m sure will just get worse and worse over time as that’s what happened before, no longer under warranty of course!

Apparently this is is a known issue but yeah a bit stuck so was looking quite closely at this thread and asked. I’m not convinced with the model anymore 😞

Thanks again for any help and hope that provides more detail as to my original question.

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You still have the same consumer rights with a replacement. It still must work as advertised and if it is the same fault you and a known issue you could ask for a refund. Also the fault is not now but when you first reported it.  This is to limit the amount they may take off a refund due to use. 

Paul 

[PeteDansk]

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@Inconceivable wrote:

Hi,

My problem is kinda different, my 65KS8000 was a replacement of my 65JS9000 as when it went faulty they were no longer producing the model and they replaced it.

Since then my 65KS8000 has had its front panel replaced due numerous bright white glow spots appearing on the edge of the screen in random places. It’s been just under three months since this has happened and I’ve started getting faint white spots again in random areas no where near as bad as they were when the panel was replaced the but I can see three spots which I’m sure will just get worse and worse over time as that’s what happened before, no longer under warranty of course!

Apparently this is is a known issue but yeah a bit stuck so was looking quite closely at this thread and asked. I’m not convinced with the model anymore 😞

Thanks again for any help and hope that provides more detail as to my original question.

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These white spots you talk of seem to be the same problem I have which are getting worse. Can you tell me more about the panel replacement ie do they send someone to look at it first and how long does the process take.

[Tannoy20]

I'm not sure, will that be true though? If someone bought the 65JS9000 (which presumably wasn't advertised with smartthings extend? I'm actually not sure on this one?), then it was replaced with a KS due to the JS being faulty, wont it fall back on the fact the KS does everything that was advertised of the JS?

You should obviously be able to get any faults fixed, and if it keeps going faulty could argue for a refund then, but I'm not sure if you would be able to go with misrepresentation in this case? Happy to be proven wrong.

[paul1277]

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@Tannoy20 wrote:

I'm not sure, will that be true though? If someone bought the 65JS9000 (which presumably wasn't advertised with smartthings extend? I'm actually not sure on this one?), then it was replaced with a KS due to the JS being faulty, wont it fall back on the fact the KS does everything that was advertised of the JS?

You should obviously be able to get any faults fixed, and if it keeps going faulty could argue for a refund then, but I'm not sure if you would be able to go with misrepresentation in this case? Happy to be proven wrong.

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I agree that I do not think you have a chance on the misrepresentation as the js was never advertised with that function. But if it is known fault and show that,  then you can claim faulty goods for up to  6 years.  The retailers can deduct for use,  therefore you insist it was faulty from the first repair. 

Paul 

[Inconceivable]

Hi,

I had to do the following steps:
- Contact Samsung support (did this through live chat) and explained the fault, went through some basic picture test diagnostic screens on tv
- Then checked if the tv is under warranty
- Asked me to send pictures of the issue with supporting proof of purchase
- Sent the job off to one of their authorized repair people (in my case Martin Dawes) .
- They came out within three days and completed the swap out of the front panel in approx 1 hour, took pictures of proof purchase, left me with some paperwork and that was that.

Hope that helps