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KS Owners refund

Black Belt 

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

You have to follow standard procedure. Put your complaint in writing to the store you purchased it from. Use recorded delivery. Given then 14 days to respond. If they don't, send a follow-up letter stating you will take the matter to small claims court if you don't hear back after 14 days. If they still don't respond in your favour, lodge a claim with the small claims court online. Attend mediation. Argue your case. They might offer you some money back as goodwill gesture. Decide if you want to accept their offer, or take it to court. 


First Poster

Hi. So i have given them 14 days followed by another 14 days. Both letters sent by recorded delivery to our store in York. They have not responded so i guess its small claims court. Absolutely amazed by this situation and the fact of no correspondence - Covid? My worry is the costs of the court and how much they could claim from me if i loose. The cost of the tv was about £1800 and included a free sound bar as part of a promotion. What amount should i be claiming as the tv is now 3 years old?


Ordered my Samsung ks7000 from Richer Sounds in 2016. Emailed them about 3 weeks ago, and mentioned what was explained above and they have now allowed my to exchange for a new TV - £800 towards a LG OLED 65 CX so effectively need to pay an additional £1600. They did ask if i wanted to keep the samsung and get a better price on the OLED but they could only knock a couple of hundred off so its cheaper to exchange, pay the difference then look for a cheaper 55" tv. Not a bad result. Thanks!


Who did you email at Richer Sounds, as I have sent a number of emails and had no response?


I emailed RS internet sales and received a response on the same day. I would just email them again.


Any one had any luck with Currys?


No luck with Currys. Is it worth £70 for court proceedings? My worry is the cost of loosing or having to take things further


Be happy to contribute to costs to someone who knows what they are doing

First Poster

Just had my first reply from Richer Sounds.  They've admitted that Samsung did make various about the TV that did not happen.

They have offered to replace my TV with the Samsung 55Q70T which does have have SmartThings, HDR and HLG, but is not a top of the line TV like my KS8000 was at the time and currently has a cost difference of £900 compared to what a full refund would be.

I'm not overplaying my hand by kindly rejecting the offer and asking for the 55Q90T or a full refund am I?


It's really upto you.. you can only ask the question. I paid around £999 for the ks7000 and they put £800 to the new oled. All i would say is RS are being very generous with the replacement (unlike other retailers spoken about here) and so i didn't want to mess them around (they didn't mess me around). I emailed them and within a 48hrs they had already agreed and given me a quote for a new tv.. i'll admit i did try my luck and did ask if they would come down from additionally paying £1700 to £1500, but they said no as due to covid they were finding it difficult to make margins on the TV, so i wasn't going to kick up a fuss. I was looking to upgrade anyway and so the fact that it cost me around £200 to effectively hire the samsung tv for the last 5 years is is fine by me!

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