Re: KS Owners refund - Page 167

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

Outcasst · ‎10-08-2018

Just to update, Graham from JL left a message this morning. Called him back and the refund is all sorted and is processing now.

hmsq · ‎11-08-2018

Just replied to Currys to have them reconsider their position and also tell me where in CRA2015 talks about main purpose as an excuse to not refund under misrepresentation, however will go to my Credit Card company Amex and start the process there.

Will update as I go along.

Tannoy20 · ‎11-08-2018

I’ll be really interested how AMEX goes - I’ve heard they’re meant to be good? So yes please do keep us updated!

Hitsta · ‎12-08-2018

I have emailed curry’s a few weeks back and got nowhere as of yet.

They replied with a email, wanted to speak with me over the phone which I replied with that I preferred email communication, haven’t heard from them since.

Seems like they are willing to delay any progress as much as possible.

alex_92812 · ‎13-08-2018

You will have no luck asking Currys to reconsider their position, I'm afraid.

Get their final offer, decide whether to accept/reject it, and if it's not acceptable, start a claim under Section 75 or begin the process of taking them to court.

Hitsta · ‎13-08-2018

They haven’t addressed my first email. Totally ignored the issues I addressed by emailing me and asking to speak over the phone instead

alex_92812 · ‎13-08-2018

@Hitsta wrote:
They haven’t addressed my first email. Totally ignored the issues I addressed by emailing me and asking to speak over the phone instead

What email address have you sent to? People here (myself included) seem to have had the most luck getting responses from SCCCustomerSolutionsTeam@teamknowhow.com. I personally found them to be quite responsive through that channel (typically I got replies within 24 hours).

Hitsta · ‎13-08-2018

customer.services@currys.co.uk

And

customer.service@Teamknowhow.com

Enailed both.

Maybe i I would have a better chance of a reply using the email u provided ?

hmsq · ‎13-08-2018

Just got another update from Curry's after I said for them to reconsider, and informed them JL and RS were starting to refund their clients. This is their response.

Thank you for your email.

I am sorry that you are unhappy with the options that I have offered you. As a result, I have asked for an internal review of this matter and this is currently being carried out. A decision should be made in the next 7 days and I will be in contact to advise you of this, once I have received it.

Please accept my apologies for the further delay and thank you for your patience while I await a decision.

I'm busy at work so not had a chance to call AMEX they are only open when I'm at work.

alex_92812 · ‎14-08-2018

@hmsq wrote:
Just got another update from Curry's after I said for them to reconsider, and informed them JL and RS were starting to refund their clients. This is their response.

Thank you for your email.
I am sorry that you are unhappy with the options that I have offered you. As a result, I have asked for an internal review of this matter and this is currently being carried out. A decision should be made in the next 7 days and I will be in contact to advise you of this, once I have received it.
Please accept my apologies for the further delay and thank you for your patience while I await a decision.

I'm busy at work so not had a chance to call AMEX they are only open when I'm at work.

I'd be surprised if this is not a delay tactic by Currys to just delay any progress being made by you.

Be aware that if you call Amex to start a Section 75 claim, they will try to shoehorn you into their 'dispute process'. (I did this recently with Amex.) This is not the same as a Section 75 claim. No harm in disputing the transaction too, but make sure you don't stop with that. Once you get onto discussing the Section 75 claim, they will try to take details of the claim over the phone. If you'd rather not relay the intricacies of the matter over the phone, only to be summarised in their case notes by someone who has no idea what you are really talking about, you can insist on being given an address to which you can send them a letter informing them of your claim.

If you'd like to avoid making this phone call altogether, the address to send a letter to can be found here: https://www.americanexpress.com/uk/content/complaints-procedures/index.html