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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

[paul1277]

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@Liam793 wrote:

Been going back and forth with John Lewis for 2-3 months.

This is there latest response.

Dear XXXX,
 
Thank you for your correspondence regarding the issue you’ve been having with your Samsung TV. This has been escalated to me as a Case Manager within the Customer Relations Department.
 
As previously advised by my colleague, Maria, the product description appearing on our website and at the point of sale was based solely on the information provided by Samsung, and I appreciate it caused frustration when Samsung failed to provide the promised SmartThings functionality and dongle.
 
Our website advised the dongle would be required to make the certain feature available at a later date, as the product was still in development. Samsung later confirmed the SmartThings Extend that was being developed at the time had been discontinued and replaced with a new, similar, service. Understandably, this alternative service would have differences. As with any manufacturer of hardware supplied with software, this would be subject to change through the life of the product and can be withdrawn or discontinued at any point. This situation falls outside of any retailers’ control.
 
To resolve this matter, Samsung have stated they’re offering a SmartThings hub free of charge to any customers who have purchased these televisions. To claim, please email xxxx
 
We’re not at liberty to discuss previous cases and other customers, as this would be a breach of Data Protection. We treat every case on an individual basis, and the offered SmartThings hub is Samsung’s official replacement for the removal of the functionality originally in development.
 
While I’m conscious this may not be the response you were hoping for, I’m confident I’ve clarified our position on this matter.
 
Kind regards,

XXXX

Anyone have any advise on how to respond?

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Yep this is their stock answer.  They will not move unless pushed,  and that means section 75, or small claims court.  Like I said we have had a member here who JL settled with costs before court. Moon

[spellinn]

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@Liam793 wrote:

Anyone have any advise on how to respond?

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Yes you need to reject the SmartHub as it doesn't offer the same functionality despite what Samsung claim. You'll then most likely need to lodge a Section75 claim if paid by credit card or take them to the Small Claims Court.

See my post on the previous page on some ideas on why the functionality differs.

Regards

Neil

[R1ckmister]

Well MBNA just threw out my case due to “timing” have now logged a complaint to allow it to head to the Financial Ombudsman.

Another company just making up the rules as they see fit, complete joke then again being that MBNA was just bought out by Lloyd’s bank, doesn’t surprise me one bit. 

[paul1277]

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@R1ckmister wrote:

Well MBNA just threw out my case due to “timing” have now logged a complaint to allow it to head to the Financial Ombudsman.

Another company just making up the rules as they see fit, complete joke then again being that MBNA was just bought out by Lloyd’s bank, doesn’t surprise me one bit. 

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I have heard some odd excuses but timing is a new one.  Did they go into any detail? 

[dipesh44]

So First Direct firstly rejected by C75 claim on the grounds there was no clear misrepresentation. I then complained about the results and had a call from the complaints department. They were adamant as it did not form part of my contract Currys are not liable. I responded by saying the techtalk site which is still up influenced my buy and was written by Currys. They are now reviewing my case again as i said the above and that i believe they are guilty of innocent misrepresentation. 

They went on to say Currys completed their side of the contract by providing you one part of the capability and the second part was to be provided by Samsung directly. I responded by saying the consumer rights law and the misrepresentations act fault the retailer and not the manufacture in all cases. They also said I would not be looking at a full refund either way as I have the TV for 3 years now to which I responded “to be clear I am seeing a refund due to the TV being faulty I am seeing a refund or replacement due to be being mis-sold the tv

Will update this thread on what First Direct respond with

[R1ckmister]

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@dipesh44 wrote:

So First Direct firstly rejected by C75 claim on the grounds there was no clear misrepresentation. I then complained about the results and had a call from the complaints department. They were adamant as it did not form part of my contract Currys are not liable. I responded by saying the techtalk site which is still up influenced my buy and was written by Currys. They are now reviewing my case again as i said the above and that i believe they are guilty of innocent misrepresentation. 

They went on to say Currys completed their side of the contract by providing you one part of the capability and the second part was to be provided by Samsung directly. I responded by saying the consumer rights law and the misrepresentations act fault the retailer and not the manufacture in all cases. They also said I would not be looking at a full refund either way as I have the TV for 3 years now to which I responded “to be clear I am seeing a refund due to the TV being faulty I am seeing a refund or replacement due to be being mis-sold the tv

Will update this thread on what First Direct respond with

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Section 75 seems just as useless then, if they come back saying no though go to the ombudsman, costs the bank £550 when a complaint reaches them know this as I used to work for a bank myself. 

[paul1277]

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@paul1277 wrote:

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@Liam793 wrote:

Been going back and forth with John Lewis for 2-3 months.

This is there latest response.

Dear XXXX,
 
Thank you for your correspondence regarding the issue you’ve been having with your Samsung TV. This has been escalated to me as a Case Manager within the Customer Relations Department.
 
As previously advised by my colleague, Maria, the product description appearing on our website and at the point of sale was based solely on the information provided by Samsung, and I appreciate it caused frustration when Samsung failed to provide the promised SmartThings functionality and dongle.
 
Our website advised the dongle would be required to make the certain feature available at a later date, as the product was still in development. Samsung later confirmed the SmartThings Extend that was being developed at the time had been discontinued and replaced with a new, similar, service. Understandably, this alternative service would have differences. As with any manufacturer of hardware supplied with software, this would be subject to change through the life of the product and can be withdrawn or discontinued at any point. This situation falls outside of any retailers’ control.
 
To resolve this matter, Samsung have stated they’re offering a SmartThings hub free of charge to any customers who have purchased these televisions. To claim, please email xxxx
 
We’re not at liberty to discuss previous cases and other customers, as this would be a breach of Data Protection. We treat every case on an individual basis, and the offered SmartThings hub is Samsung’s official replacement for the removal of the functionality originally in development.
 
While I’m conscious this may not be the response you were hoping for, I’m confident I’ve clarified our position on this matter.
 
Kind regards,

XXXX

Anyone have any advise on how to respond?

---

Yep this is their stock answer. 

Excuse  after excuse  but they are just trying to ware you down.     They will not move unless pushed,  and that means section 75, or small claims court.  Like I said we have had a member here who JL settled with costs before court. 

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[Mylo75]

MBNA were my card provider too and and ruled against my claim as well. I even escalated it to complaints department to no avail.

I agree MBNA treat customers very much like Currys.

[Tyler_Durden]

Well, I've just paid the £170 court fee, so that's about £300 down so far for the small claim I started against Currys in October. The deadline for this payment is tomorrow afternoon

Apparently Currys will have known about this deadline. I wonder if they are waiting for this date and for the payment to be made to actually act on this. I haven't heard anything from them for months despite a number of emails requesting comment.

Hearing date is 5th April 2019, so they have 4 weeks to pay me or I will be going to court!

[dipesh44]

First direct have officially rejected my case. They say it is because the techtalk adverts do not form part of my contract.

Anyone more law minded on this forum care to comment?

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