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iPlayer HLG/UHD HDR on Samsung’s J and K Series TVs

Helping Hand

Email to Currys.

 

Dear Customer Service Team,

Please see an official statement by email from Samsung UK Presidents Esclation Team admitting to misrepresentation for the 2016 KS series of televisions.

Good afternoon Mr K******, I am contacting in response to your communication received to the CEO of Samsung UK. I am sorry to learn of your disappointment following your communication with our customer support team.

With regard to the Smart Things dongle, the decision was made for this to not be released, and I recognise that this has caused disappointment for which I offer my apologies. What I can do is provide a SmartThings Hub to you without charge as a gesture of goodwill. Please let me know if you would like to receive this and I can make the arrangements for you.

Thank you for contacting us with your concerns.

-------

Please note I am not nor am I going to accept any offer relating to this from either Samsung or yourselves, the television was mis-sold by yourselves and Samsung have also now admitted to this fact.

I look forward to hearing back from yourselves with a more positive outcome than what I was told previously in light of all the evidence and facts I have presented to yourselves.

Regards,

D K******

Store location : Northampton

Voyager

@Jay108 wrote:

@hdmi wrote:

@daleski75 wrote:

 

Good afternoon Mr K******, I am contacting in response to your communication received to the CEO of Samsung UK. I am sorry to learn of your disappointment following your communication with our customer support team.

With regard to the Smart Things dongle, the decision was made for this to not be released, and I recognise that this has caused disappointment for which I offer my apologies. What I can do is provide a SmartThings Hub to you without charge as a gesture of goodwill. Please let me know if you would like to receive this and I can make the arrangements for you.


Thank you for contacting us with your concerns.

 

 

If I accept this it won’t ruin any chance with Currys refund?

 


if you accept this then you forfeit your right to reject, now you have choice to make, go for refund or accept smart things, this offer is shows some sinceraity on part of Samsung - but you can refuse on grounds that you wanted a unified system not split, think of this way you bought a washer/dryer (or TV/DVD) combo and found out it was missing dryer (or DVD player), you made a calim and the manufacturere offred you additional dryer! so either you accept the offer or reject

 

and as far as I know, HLG and HDR10+ are grey areas don't think It will be as easy as smart things


Please can you explain why HDR10+ is a grey area. This was advertised by Samsung on their News website.  Which clearly says all 2016 models will have an upgrade end of 2017.


you need to make sure it was promised in your market, and you obught the TV after seeing this promise (among others)!

Hotshot

I am really looking forward to their replies now.

As to HLG the was reported in DEC 2016 in Trusted reviews

http://www.trustedreviews.com/opinion/hybrid-log-gamma-what-is-it-2947378

and What Hi Fi in Dec 2017 which I think confirms what Trusted reviews said

https://www.whathifi.com/advice/hdr-tv-what-it-how-can-you-get-it#HKmkBd0MMSTZvqxK.99

and you can put the argument across that that did influence your decision.

As to HDR 10 + itb was a news release from Samsung that promised 2016 sets n update last year

https://news.samsung.com/global/how-hdr10-creates-like-real-images

and also on Youtube from the 

Samsung HLG HDR 4K Live Broadcast Demo on a KS9000 SUHD Quantum Dot TV [IFA 2016]

https://www.youtube.com/watch?v=mimpr4a4L-M

 

So when you do make a claim if any of these and anything else influenced your decision you have a claim for misrepresentation.

Helping Hand

Quick further response to Curry's.

 

Dear Customer Service Team,

Just to clarify by offer I mean any offer relating to a smart things hub not any offer relating to the refund or replacement of the 55KS7000.

Regards,

D K******

Store location : Northampton

Voyager

@paul1111 wrote:

I am really looking forward to their replies now.

As to HLG the was reported in DEC 2016 in Trusted reviews

http://www.trustedreviews.com/opinion/hybrid-log-gamma-what-is-it-2947378

and What Hi Fi in Dec 2017 which I think confirms what Trusted reviews said

https://www.whathifi.com/advice/hdr-tv-what-it-how-can-you-get-it#HKmkBd0MMSTZvqxK.99

and you can put the argument across that that did influence your decision.

As to HDR 10 + itb was a news release from Samsung that promised 2016 sets n update last year

https://news.samsung.com/global/how-hdr10-creates-like-real-images

and also on Youtube from the 

Samsung HLG HDR 4K Live Broadcast Demo on a KS9000 SUHD Quantum Dot TV [IFA 2016]

https://www.youtube.com/watch?v=mimpr4a4L-M

 

So when you do make a claim if any of these and anything else influenced your decision you have a claim for misrepresentation.


unfortunately these arent slam dunk, you need HLG and HDR10+ promise from Samsung UK or UK retailers (samsung link is for global site and they can argue it was for a diffrenet market)

Hotshot

@hdmi wrote:

@paul1111 wrote:

I am really looking forward to their replies now.

As to HLG the was reported in DEC 2016 in Trusted reviews

http://www.trustedreviews.com/opinion/hybrid-log-gamma-what-is-it-2947378

and What Hi Fi in Dec 2017 which I think confirms what Trusted reviews said

https://www.whathifi.com/advice/hdr-tv-what-it-how-can-you-get-it#HKmkBd0MMSTZvqxK.99

and you can put the argument across that that did influence your decision.

As to HDR 10 + itb was a news release from Samsung that promised 2016 sets n update last year

https://news.samsung.com/global/how-hdr10-creates-like-real-images

and also on Youtube from the 

Samsung HLG HDR 4K Live Broadcast Demo on a KS9000 SUHD Quantum Dot TV [IFA 2016]

https://www.youtube.com/watch?v=mimpr4a4L-M

 

So when you do make a claim if any of these and anything else influenced your decision you have a claim for misrepresentation.


unfortunately these arent slam dunk, you need HLG and HDR10+ promise from Samsung UK or UK retailers (samsung link is for global site and they can argue it was for a diffrenet market)



@hdmi wrote:

@paul1111 wrote:

I am really looking forward to their replies now.

As to HLG the was reported in DEC 2016 in Trusted reviews

http://www.trustedreviews.com/opinion/hybrid-log-gamma-what-is-it-2947378

and What Hi Fi in Dec 2017 which I think confirms what Trusted reviews said

https://www.whathifi.com/advice/hdr-tv-what-it-how-can-you-get-it#HKmkBd0MMSTZvqxK.99

and you can put the argument across that that did influence your decision.

As to HDR 10 + itb was a news release from Samsung that promised 2016 sets n update last year

https://news.samsung.com/global/how-hdr10-creates-like-real-images

and also on Youtube from the 

Samsung HLG HDR 4K Live Broadcast Demo on a KS9000 SUHD Quantum Dot TV [IFA 2016]

https://www.youtube.com/watch?v=mimpr4a4L-M

 

So when you do make a claim if any of these and anything else influenced your decision you have a claim for misrepresentation.


unfortunately these arent slam dunk, you need HLG and HDR10+ promise from Samsung UK or UK retailers (samsung link is for global site and they can argue it was for a diffrenet market)


Trusted review and What Hi FI are uk mags for the HLG. Samsung made a general statement that all it's global 2016 models would get the HDR10+ update. For anyone seeing that it would not be unreasonable to believe Samsung and expect everyone to get the update as they promised. They did not say except the UK so I think that's good enough. This can be argued over and let the powers that be decide. All we have to do is show what influenced our decision.They did not say except the UK so I think that's good enough.

Voyager

@paul1111 wrote:

@hdmi wrote:

@paul1111 wrote:

I am really looking forward to their replies now.

As to HLG the was reported in DEC 2016 in Trusted reviews

http://www.trustedreviews.com/opinion/hybrid-log-gamma-what-is-it-2947378

and What Hi Fi in Dec 2017 which I think confirms what Trusted reviews said

https://www.whathifi.com/advice/hdr-tv-what-it-how-can-you-get-it#HKmkBd0MMSTZvqxK.99

and you can put the argument across that that did influence your decision.

As to HDR 10 + itb was a news release from Samsung that promised 2016 sets n update last year

https://news.samsung.com/global/how-hdr10-creates-like-real-images

and also on Youtube from the 

Samsung HLG HDR 4K Live Broadcast Demo on a KS9000 SUHD Quantum Dot TV [IFA 2016]

https://www.youtube.com/watch?v=mimpr4a4L-M

 

So when you do make a claim if any of these and anything else influenced your decision you have a claim for misrepresentation.


unfortunately these arent slam dunk, you need HLG and HDR10+ promise from Samsung UK or UK retailers (samsung link is for global site and they can argue it was for a diffrenet market)



@hdmi wrote:

@paul1111 wrote:

I am really looking forward to their replies now.

As to HLG the was reported in DEC 2016 in Trusted reviews

http://www.trustedreviews.com/opinion/hybrid-log-gamma-what-is-it-2947378

and What Hi Fi in Dec 2017 which I think confirms what Trusted reviews said

https://www.whathifi.com/advice/hdr-tv-what-it-how-can-you-get-it#HKmkBd0MMSTZvqxK.99

and you can put the argument across that that did influence your decision.

As to HDR 10 + itb was a news release from Samsung that promised 2016 sets n update last year

https://news.samsung.com/global/how-hdr10-creates-like-real-images

and also on Youtube from the 

Samsung HLG HDR 4K Live Broadcast Demo on a KS9000 SUHD Quantum Dot TV [IFA 2016]

https://www.youtube.com/watch?v=mimpr4a4L-M

 

So when you do make a claim if any of these and anything else influenced your decision you have a claim for misrepresentation.


unfortunately these arent slam dunk, you need HLG and HDR10+ promise from Samsung UK or UK retailers (samsung link is for global site and they can argue it was for a diffrenet market)


Trusted review and What Hi FI are uk mags for the HLG. Samsung made a general statement that all it's global 2016 models would get the HDR10+ update. For anyone seeing that it would not be unreasonable to believe Samsung and expect everyone to get the update as they promised. They did not say except the UK so I think that's good enough. This can be argued over and let the powers that be decide. All we have to do is show what influenced our decision.They did not say except the UK so I think that's good enough.


It does not matter what trusted review or anyone else say (apart from manufacturer or retailer)

You need unequivocal statement from UK based manufacturer or retailer - juts like smart Things advert and statements 

Navigator

Just sent this to CEO/President Samsung UK

 

Dear Mr B******
 
I would like to say how utterly disappointed I am with Samsung and Samsung support regarding the failure to provide a solution for early adopters who have purchased UHD TVs through the promises of the Samsung Evolution Home Kit TV range.
 
I purchased a UE55JS9000 specifically because of promises around the Evolution One Connect Box as per advert links below.
 

https://www.samsung.com/us/televisions-home-theater/television-home-theater-accessories/televisions/...

 

'UHD Viewing

The UHD One Connect Box gets you advanced connectivity and enables you to watch UHD 4k content through streaming services such as Netflix. The One Connect Box is compatible with a range of UHD standards including HDMI 2.0, HDCP 2.2, and the VP9 and HEVC codecs so you are up to date without having to buy another TV.** Each future upgrade requires purchase of a new One Connect Box. '

 

http://www.samsung.com/uk/tv-accessories/evolution-kit-sek-3500/

 

The promise was that my TV was future proofed including streaming services as per the above advertisement.

 

Now that HLG has emerged as the Broadcast standard for UHD Samsung have done nothing to help customers with 2015 TV despite promises made in marketing. I like many have not been able to enjoy UHD Blue Planet 2 via the BBC iPlayer and it appears we may be forced to replace what were believed to be premium top end TVs in order to enjoy this content as neither appropriate firmware updated nor an updated Evolution Kit are anywhere to be seen.Morover, I understand that the whole Evolution One Connect concept has been dropped entirely and only a a firmware update promised for 2016 TVs which will do nothing to help people like my self. Thurthermore, I understand that even that firmware update will not support the BBC UHD iPlayer despite the claim above about supporting non broadcast streaming services.

 

Early adopters are essential to growing new markets and encouraging others to do the same. We pay a premium price as early adopters who promote new products for companies like Samsung and deserve premium support rather than broken promises.

 

If promises were not made about Evolution Kit we would not have an argument but I like many switched from competitors like Sony and Panasonic based on what now appears to be misrepresentation about what we were purchasing.

 

I sincerely hope that Samsung UK reconsider their current position regarding this matter as it is deeply damaging your brand. May I also suggest you look at the UHD BBC thread on the Samsung Community pages to get a flavour of the extent of anger and rage felt by Samsung Customers.

 

https://eu.community.samsung.com/t5/TV-Audio-Video/Blue-Planet-2-HLG-No-Samsung/m-p/377496#M7174

 
On a final note, I believe that my TV may be the last Samsung TV range to support 3D viewing. Without a solution being offered I will be forced to purchase from one of your competitors, currently considering Panasonic, if I wish to enjoy my 3D movies and HLG/ BBC UHD via iPlayer and must say like many will be very unlikely to ever trust Samsung with any product ever again if I am forced to go down the route. I sincerely you will listen to your customers and offer a timely solution.

 

Regards

J E*******

Hotshot

I talked to Citizens Advice and they told me any advertising can be taken into account if it can be shown it was from the manufacturer or retailer, and I think the links show that.

Voyager

That is absolute gold... You slimey suckers samsung. Im getting the popcorn out. 

 

If you're reading this mr ceo. Your company has messed up big time by not supporting bbc iplayer hlg on pre 2017  and we will use every avenue to hurt your brand and your pocket until you reverse that decision. You can mess with hardware addon promises and we will be annoyed but when you mess with functionality that is ESSENTIAL for what we bought the tv for you have gone way too far. We all want that refund.

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