Re: KS Owners refund - Page 208

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

paul1277 · ‎29-11-2018

@PeteDansk wrote:
Can someone provide the best Postal address for letter of intent for Currys. Thanks

It will be on the Currys head office address which should be on there web page. You could also email to their support.

cypher915 · ‎30-11-2018

You could try
CEO
Curry’s
PO Box 1687
Sheffield
S2 5YA

Can7 · ‎30-11-2018

Just had this reply can someone advise the best course of action for me to take next thanks

Thank you for contacting Team Knowhow and thanks again for your recent email.

You may have received an automated response from us recently noting your email was not delivered. I can assure you that your email has made it's way to us, but this has caused an unforeseen delay in responding to you. Please accept our apologies for any delay caused and we really do hope that your query has been answered. It may be that you have visited one of our stores or called us to discuss your query.

However, if you feel the matter remains unresolved, please contact us on 0344 561 6666 or alternatively please respond including a contact number for us to call you at a convenient time and one of our colleagues will be happy to assist.

Thank you for your patience and once again please accept our apologies.

Kind regards,

Team Knowhow

paul1277 · ‎30-11-2018

@Can7 wrote:
Just had this reply can someone advise the best course of action for me to take next thanks

Thank you for contacting Team Knowhow and thanks again for your recent email.

You may have received an automated response from us recently noting your email was not delivered. I can assure you that your email has made it's way to us, but this has caused an unforeseen delay in responding to you. Please accept our apologies for any delay caused and we really do hope that your query has been answered. It may be that you have visited one of our stores or called us to discuss your query.

However, if you feel the matter remains unresolved, please contact us on 0344 561 6666 or alternatively please respond including a contact number for us to call you at a convenient time and one of our colleagues will be happy to assist.

Thank you for your patience and once again please accept our apologies.

Kind regards,

Team Knowhow

That's new, but they may have seen the John Lewis cave in and are really scratching their heads. I would suggest resend also send to head office and await their response. All very interesting, await to see where they go with this. Remember its not a game but treat it as a game, and we just have to wear them down like they try to do to us. Thing is their doors are closing, and ours are opening. Remember trusted and trust pilot reviews as they monitor it and it's another approach.

Paul

cypher915 · ‎01-12-2018

It would appear that they are taking the ostrich approach. Stick your head in the sand and hope it will all go away. Guess what Currys we aint going away.

Zentachi · ‎03-12-2018

Hi guys,

this is the reply I got from Curry's:

I contacted curry's and this is part of the response I got back:
"

We have now been advised that Samsung are offering a SmartThings Hub (v2), which they happy to provide free of charge. In order to obtain this, please contact Samsung directly at

support@smartthings.co.uk.

Please note that at this time, this is the only resolution we would offer, as the television is not defective and is fulfilling it's primary propose."

Is this SmartThings Hub compatible with 49KS7000 TV?

Best,
zen

dipesh44 · ‎03-12-2018

Smarthings Extend and SmartThings Hub are two different things! Do not accept their response

alex_92812 · ‎03-12-2018

@dipesh44 wrote:
Smarthings Extend and SmartThings Hub are two different things! Do not accept their response

Agreed with this. I'm currently in the process of claiming through an S75 request. It was initially rejected because Currys advised my card provider that the Hub was available instead. I ended up web-chatting with a Samsung customer support agent to confirm whether or not the functionality that is advertised by Currys, and which convinced me to buy the TV over the other available options, was possible. Samsung confirmed that it was not. I then sent a transcript of this chat to my card provider, asking for the request to be reopened.

If you are happy with the hub as an alternative, then by all means accept that, but make sure it enables the functionality that you are after first.

Can7 · ‎03-12-2018

Ok heres the latest for me will try and respond with a bit of copy & paste from this thread in guessing this could take a while cant find my receipt but was bought with a cc so i know currys have a record of this anyway heh.

Thank you for your email dated 30th November 2018. Please accept my apologies for the delay in our response. I would have liked to discuss this further over the telephone, however, it was not possible to locate a contact number for you.

I am sorry to learn of the issues you have raised in your email regarding your television purchased in 2016. I can confirm that we are unable to return the television for full refund or store vouchers for the full amount on this matter. This is due to the team at Samsung SmartThings hub have offered to end out Smart Home Hub to resolve this matter. To claim your hub from Samsung, please email their team on support@smartthings.co.uk with the follow information.

Television Model

Serial Number

Picture of the label at the back of the television

Proof of purchase

Your address details

Once received they will send a hub out to you. Please accept my apologies for the inconvenience caused.

Kind regards,

Joshua Horner

Team Knowhow

paul1277 · ‎03-12-2018

@Can7 wrote:
Ok heres the latest for me will try and respond with a bit of copy & paste from this thread in guessing this could take a while cant find my receipt but was bought with a cc so i know currys have a record of this anyway heh.

Thank you for your email dated 30th November 2018. Please accept my apologies for the delay in our response. I would have liked to discuss this further over the telephone, however, it was not possible to locate a contact number for you.

I am sorry to learn of the issues you have raised in your email regarding your television purchased in 2016. I can confirm that we are unable to return the television for full refund or store vouchers for the full amount on this matter. This is due to the team at Samsung SmartThings hub have offered to end out Smart Home Hub to resolve this matter. To claim your hub from Samsung, please email their team on support@smartthings.co.uk with the follow information.

Television Model
Serial Number
Picture of the label at the back of the television
Proof of purchase
Your address details

Once received they will send a hub out to you. Please accept my apologies for the inconvenience caused.

Kind regards,

Joshua Horner
Team Knowhow

Yep stock answer. They are taking this all the way and hoping you all give up.