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KS Owners refund

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

I bought mine from J Lewis and the Samsung Extend addvert is still there


If you bought your KS TV from currys


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.

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.

you can show you had been informed.

It's different with the smart connect as that is advertised on the main retailers web sites,

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.

2,549 REPLIES 2,549

@73henny1 wrote:

How did you manage that? Assumed every JL Tech person would have known about the history of this issue.

2 weeks ago I sent an email to the customer services. No reply so called them, they advised I needed to speak to the technical team. Forwarded the email on, but no reply. Have them 14 days notice before filing with small claims court. No reply. So I decided to call the tech support directly. Lovely lady,  I explained the issue, she went to speak to her manager and returned to say they will offer the refund or exchange. TV prices have all gone up this week so she gave me a reference number and told me to call back to the technical team when I have decided what I want


I phoned JL yesterday and I was told that JL dont cover the software on the tv and this isnt their problem. I have escalated this to head of customer service. I have a UE55KU6400

If I were you I'd take up that offer before they change their mind. You've been very lucky. Most haven't.
I would but the LG C9 is £600 more than it was last week, which nearly removes the point of getting the refund

Was going to wait and see if it came back down by Tuesday when the Sky deal runs out. If not will get the Sony AG8 (and hope JL haven't had a change of heart), although they have now admitted liability to me, so will be a bit difficult for them to take that back


I've given up and don't think I can do anything else.. 

Ombudsman said no!

Currys creation said no!


Cut it short tv is fit for purpose!



Well, TV doesn't have the smartthings integration which admittedly would be quite useful as we have a number of products that work with it. UI has become very laggy and no HLG support. So yes I can watch TV but not the way I was lead to believe . Suppose it's like buying a car with the promise of the radio being fit at a later date. Yes it still gets you from A to B but there is that bit missing


@73henny1 wrote:
If I were you I'd take up that offer before they change their mind. You've been very lucky. Most haven't.

Took your advice, C9 doesn't seem to be coming down in price until after sky offer finishes, so have exchanged it for the 65 inch Sony AG8 (having to pay the £950 difference). All sorted over the online chat with JL, them crediting my account with £999 and arranging for the collection to be done on the same day as the delivery. 




I went to the John Lewis technical team before, with no luck. Do you happen to have the phone number that you used?


Also, maybe a breif description of how much you had to explain before they gave you the refund?


Thanks so much.



Finally heard back to the financial ombudsman about my section 75 claim with First direct in-regards to my currys claim. In-writing they have rejected the claims, i used more or less all the materials available here to support my argument but they have rejected it....


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