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Original topic:

KS Owners refund

(Topic created on: 24/12/17 15:55)
paul1277
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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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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.

 

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.

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TheChosenOne
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Great post mate. Also it would be great if everyone that has been misold to report this story to BBC Watchdog and other news articles if possible. It would spread the message to all our fellow Brits and teach Samsung a lesson they really need.

cyenz
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One of my disapointing purchuases ever! Bought a KS8000 for future profing and came disapointed with all the broken promisses (no HDR10+, no HLG HVEC, No game mode profile HDR). My next TV after CES will be either LG or Panasonic since for them older TVS get new features as well as newer ones.

Neil81
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Hello, it's nice to see this discussion taking place. I bought my Ks8000 from RGB Direct and after seeing that the TV I bought in July 2017 is no longer supported, I will be looking into getting a full refund and purchasing another brand. Has anyone ***** dealt with RGB Direct on this matter?

rosscouk
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Sounds really interesting. Does anyone know the actual quote in terms of miss selling items from the 2015 regs?
paul1277
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@rosscouk wrote:
Sounds really interesting. Does anyone know the actual quote in terms of miss selling items from the 2015 regs?

Hi just google Oct 2015 European Consumer Regs. It is in there about the description of goods and how they must be correct. The regs are written in plain English.

rosscouk
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Thanks Paul1277.

 

I have found the Consumer Rights Act 2015, i will have a read.

 

I have just been drafting my response to John Lewis. I bought my set in August 2016 and therefore I will have to go the dongle route, as in, they have not supplied it (and it was promised by Samsung and JL on their website).

 

I am not sure whether to reference the HLG and HDR 10+ in my response as I do not want to overly confuse the matter. I am asking for a full refund.

 

Any thoughts?

paul1111
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I think you can mention all 3 for more effect, HDR10+ is also well documented, and I did ask Citizens Advice on HLG and that would be up to coutrt may be but they think you could have an argument for it with the articles. Samsung would have to deny under oath and that is the difference, and why it may be good to push the issue, and it may help to push Samsung in the right way. You can ring the Citizens Advice and you can start the process.

paul1111
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For anyone who want to read the full act h e r e it is

http://www.legislation.gov.uk/ukpga/2015/15/contents/enacted

paul1277
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paul1277
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@AntS hi me again can you please undo the accepted as solution as it was me and I acidently press the wrong button. 

Thanks

Paul

ildeduuk
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Final answer and I think this man hasn't been too polite with me with this sentence: "I am sorry to advise that we would not issue you with a contribution towards a new TV".

 

I will tell him he has been unrespectful with that. I'm only claiming what it is mine and what my rights are.

 

I don't understand whay he says about going to a ADR like ombudsman but he says he doesn't subscribe to any of them... what does it mean?

 

 

"Thank you for your response. 

 

I am sorry to advise that we would not issue you with a contribution towards a new TV, as we do not feel that the TV was mis-sold. We are therefore unable to come to an amicable resolution to your request and therefore I am issuing you with a Final Position Email.

 

Final Position Email

 

I am sorry that we have been unable to resolve this matter to your satisfaction. We have now exhausted our internal complaints process and this is our final position.

 

What we cannot agree on and why

 

You feel that we have mis-sold the TV as it is not compatible with SmartThings and did not come with a SmartThings Dongle. We did not advertise the TV as being compatible with SmartThings and coming with the Smartthings Dongle . I do understand your comments as to the information provided on TechTalk, however we would only look to the advertisement at the time of purchase

 

We have refused to issue you with a refund as we do not accept that the TV was mis-sold or misrepresented at the time of purchase.

 

Taking your complaint further

 

We are obliged to inform you that you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider. You have up to twelve months to do this.

 

Please find below the contact details for a certified ADR provider.

 

Ombudsman Services

Website www.ombudsman-services.org

 

Address:

 

Ombudsman Services

The Brew House

Widerspool

Greenall’s Avenue

Warrington

WA4 6HL

 

We need to advise you that ADR is voluntary and it is not a procedure to which we subscribe. Therefore any ADR decision would not be binding.

 

Thank you for taking the time to contact us. "

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paul1277
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@ildeduuk wrote:

Final answer and I think this man hasn't been too polite with me with this sentence: "I am sorry to advise that we would not issue you with a contribution towards a new TV".

 

I will tell him he has been unrespectful with that. I'm only claiming what it is mine and what my rights are.

 

I don't understand whay he says about going to a ADR like ombudsman but he says he doesn't subscribe to any of them... what does it mean?

 

 

"Thank you for your response. 

 

I am sorry to advise that we would not issue you with a contribution towards a new TV, as we do not feel that the TV was mis-sold. We are therefore unable to come to an amicable resolution to your request and therefore I am issuing you with a Final Position Email.

 

Final Position Email

 

I am sorry that we have been unable to resolve this matter to your satisfaction. We have now exhausted our internal complaints process and this is our final position.

 

What we cannot agree on and why

 

You feel that we have mis-sold the TV as it is not compatible with SmartThings and did not come with a SmartThings Dongle. We did not advertise the TV as being compatible with SmartThings and coming with the Smartthings Dongle . I do understand your comments as to the information provided on TechTalk, however we would only look to the advertisement at the time of purchase

 

We have refused to issue you with a refund as we do not accept that the TV was mis-sold or misrepresented at the time of purchase.

 

Taking your complaint further

 

We are obliged to inform you that you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider. You have up to twelve months to do this.

 

Please find below the contact details for a certified ADR provider.

 

Ombudsman Services

Website www.ombudsman-services.org

 

Address:

 

Ombudsman Services

The Brew House

Widerspool

Greenall’s Avenue

Warrington

WA4 6HL

 

We need to advise you that ADR is voluntary and it is not a procedure to which we subscribe. Therefore any ADR decision would not be binding.

 

Thank you for taking the time to contact us. "



@ildeduuk wrote:

Final answer and I think this man hasn't been too polite with me with this sentence: "I am sorry to advise that we would not issue you with a contribution towards a new TV".

 

I will tell him he has been unrespectful with that. I'm only claiming what it is mine and what my rights are.

 

I don't understand whay he says about going to a ADR like ombudsman but he says he doesn't subscribe to any of them... what does it mean?

 

 

"Thank you for your response. 

 

I am sorry to advise that we would not issue you with a contribution towards a new TV, as we do not feel that the TV was mis-sold. We are therefore unable to come to an amicable resolution to your request and therefore I am issuing you with a Final Position Email.

 

Final Position Email

 

I am sorry that we have been unable to resolve this matter to your satisfaction. We have now exhausted our internal complaints process and this is our final position.

 

What we cannot agree on and why

 

You feel that we have mis-sold the TV as it is not compatible with SmartThings and did not come with a SmartThings Dongle. We did not advertise the TV as being compatible with SmartThings and coming with the Smartthings Dongle . I do understand your comments as to the information provided on TechTalk, however we would only look to the advertisement at the time of purchase

 

We have refused to issue you with a refund as we do not accept that the TV was mis-sold or misrepresented at the time of purchase.

 

Taking your complaint further

 

We are obliged to inform you that you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider. You have up to twelve months to do this.

 

Please find below the contact details for a certified ADR provider.

 

Ombudsman Services

Website www.ombudsman-services.org

 

Address:

 

Ombudsman Services

The Brew House

Widerspool

Greenall’s Avenue

Warrington

WA4 6HL

 

We need to advise you that ADR is voluntary and it is not a procedure to which we subscribe. Therefore any ADR decision would not be binding.

 

Thank you for taking the time to contact us. "


They are trying to confuse the issue.  They keep referring to it as the smart thing dongle and the TV was never advertised as being compatible with the smart things.  We are asking for the smart connect USB 2 dongle as advertised on their tech site,  which Samsung said in their UK head office email that they were not supplying. By refuring to the issue as being the smart things they are right,  so we need to keep on track and it's the smart connect not smart things. 

The ADR is a free informal resolution but is not legally binding.  It  is suppose to simplify the process.  Do no harm to have a look. Section 75 is the other free process. 

Paul

ildeduuk
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I have contacted to the Ombudsman and they say they cannot do anything :

"This is because the company does not participate in our scheme. It is not compulsory for companies to engage with an Alternative Dispute Resolution service or an Ombudsman scheme such as Consumer Ombudsman."

I cannot also use section 75 because I paid by debit card... I didn't know what section 75 meant after I bought the TV.

I think I don't have any more options. I can't accept what he says about I want the money to buy a new TV.

The last thing is what I said bad publicity, at least is something.

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paul1277
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@ildeduuk wrote:

I have contacted to the Ombudsman and they say they cannot do anything :

"This is because the company does not participate in our scheme. It is not compulsory for companies to engage with an Alternative Dispute Resolution service or an Ombudsman scheme such as Consumer Ombudsman."

I cannot also use section 75 because I paid by debit card... I didn't know what section 75 meant after I bought the TV.

I think I don't have any more options. I can't accept what he says about I want the money to buy a new TV.

The last thing is what I said bad publicity, at least is something.


I think you need to go back to Curry's and clarify that the issue is not with the smart things not being supplied as advertised because as I said they are right.  It is the smart connect which they did advertise on their tech page which you read as being supplied and it was not.  It also said that with the smart connect your TV could be the center of your internet of things.  Without the Smart connect it can not be there for misrepresentation.  You need to make it clear you are not asking for the smart things dongle  (there is not one),  but the smart connect dongle. 

Paul

ildeduuk
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@paul1277 wrote:

@ildeduuk wrote:

I have contacted to the Ombudsman and they say they cannot do anything :

"This is because the company does not participate in our scheme. It is not compulsory for companies to engage with an Alternative Dispute Resolution service or an Ombudsman scheme such as Consumer Ombudsman."

I cannot also use section 75 because I paid by debit card... I didn't know what section 75 meant after I bought the TV.

I think I don't have any more options. I can't accept what he says about I want the money to buy a new TV.

The last thing is what I said bad publicity, at least is something.


I think you need to go back to Curry's and clarify that the issue is not with the smart things not being supplied as advertised because as I said they are right.  It is the smart connect which they did advertise on their tech page which you read as being supplied and it was not.  It also said that with the smart connect your TV could be the center of your internet of things.  Without the Smart connect it can not be there for misrepresentation.  You need to make it clear you are not asking for the smart things dongle  (there is not one),  but the smart connect dongle. 

Paul


Done, but I think it will be the same position. let's see

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paul1277
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@paul1277 wrote:

@ildeduuk wrote:

I have contacted to the Ombudsman and they say they cannot do anything :

"This is because the company does not participate in our scheme. It is not compulsory for companies to engage with an Alternative Dispute Resolution service or an Ombudsman scheme such as Consumer Ombudsman."

I cannot also use section 75 because I paid by debit card... I didn't know what section 75 meant after I bought the TV.

I think I don't have any more options. I can't accept what he says about I want the money to buy a new TV.

The last thing is what I said bad publicity, at least is something.


I think you need to go back to Curry's and clarify that the issue is not with the smart things not being supplied as advertised because as I said they are right.  It is the smart connect which they did advertise on their tech page which you read as being supplied and it was not.  It also said that with the smart connect your TV could be the center of your internet of things.  Without the Smart connect it can not be there for misrepresentation.  You need to make it clear you are not asking for the smart things dongle  (there is not one),  but the smart connect dongle. 

Paul


Go back to Citizen Advice and inform them of their odd reply.  Use the template and write a letter of intent to prosecute.  Post to the CEO with all your evidence(print the tech page). If you bought from a store also send or drop off the same there. It's a case of putting pressure on them.  When did you purchase your set? 

ildeduuk
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@paul1277 wrote:

@paul1277 wrote:

@ildeduuk wrote:

I have contacted to the Ombudsman and they say they cannot do anything :

"This is because the company does not participate in our scheme. It is not compulsory for companies to engage with an Alternative Dispute Resolution service or an Ombudsman scheme such as Consumer Ombudsman."

I cannot also use section 75 because I paid by debit card... I didn't know what section 75 meant after I bought the TV.

I think I don't have any more options. I can't accept what he says about I want the money to buy a new TV.

The last thing is what I said bad publicity, at least is something.


I think you need to go back to Curry's and clarify that the issue is not with the smart things not being supplied as advertised because as I said they are right.  It is the smart connect which they did advertise on their tech page which you read as being supplied and it was not.  It also said that with the smart connect your TV could be the center of your internet of things.  Without the Smart connect it can not be there for misrepresentation.  You need to make it clear you are not asking for the smart things dongle  (there is not one),  but the smart connect dongle. 

Paul


Go back to Citizen Advice and inform them of their odd reply.  Use the template and write a letter of intent to prosecute.  Post to the CEO with all your evidence(print the tech page). If you bought from a store also send or drop off the same there. It's a case of putting pressure on them.  When did you purchase your set? 


I purchased the TV on november 2016. I already emailed the CEO and the person I have been dealing with was the person who answer my email to the CEO. It was bought at store

 

I have updated citizen advice with the last email.

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paul1277
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@ildeduuk wrote:

@paul1277 wrote:

@paul1277 wrote:

@ildeduuk wrote:

I have contacted to the Ombudsman and they say they cannot do anything :

"This is because the company does not participate in our scheme. It is not compulsory for companies to engage with an Alternative Dispute Resolution service or an Ombudsman scheme such as Consumer Ombudsman."

I cannot also use section 75 because I paid by debit card... I didn't know what section 75 meant after I bought the TV.

I think I don't have any more options. I can't accept what he says about I want the money to buy a new TV.

The last thing is what I said bad publicity, at least is something.


I think you need to go back to Curry's and clarify that the issue is not with the smart things not being supplied as advertised because as I said they are right.  It is the smart connect which they did advertise on their tech page which you read as being supplied and it was not.  It also said that with the smart connect your TV could be the center of your internet of things.  Without the Smart connect it can not be there for misrepresentation.  You need to make it clear you are not asking for the smart things dongle  (there is not one),  but the smart connect dongle. 

Paul


Go back to Citizen Advice and inform them of their odd reply.  Use the template and write a letter of intent to prosecute.  Post to the CEO with all your evidence(print the tech page). If you bought from a store also send or drop off the same there. It's a case of putting pressure on them.  When did you purchase your set? 


I purchased the TV on november 2016. I already emailed the CEO and the person I have been dealing with was the person who answer my email to the CEO. It was bought at store

 

I have updated citizen advice with the last email.


Under the regs it is the store you need to deal with.  Send in the letters of intent. 

Paul

rosscouk
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Gone very quiet for me again. I sent JL the serial number of my TV last Friday but not heard since. I think I might start the Section 75 soon, but I had been waiting on JL. This was their last comms - I did not go back with a 'hard' response (e.g. that is for them to resolve, time essentially not being a factor) but with a serial number (actually a photo) and I was waiting to see how they handled it.

 

"I am writing to you in regards to your Samsung UE49KS8000 Smart TV and the missing Smartthings Extend USB adapter. 

Please accept my sincerest apologies for this television being delivered without the necessary parts.

As the order is older we have requested the help of our buying office so that we can resolve any outstanding issues and get the parts required so that you can use your television to its full capacity. 

In order for us to do this, may I ask that you provide us with the model number from your TV. Once we have this I have been advised to pass it along to our Buying Office who will deal directly with Samsung to get resolve your case. 

We ask that you contact us with this information at your earliest convenience. "

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paul1277
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@rosscouk wrote:

Gone very quiet for me again. I sent JL the serial number of my TV last Friday but not heard since. I think I might start the Section 75 soon, but I had been waiting on JL. This was their last comms - I did not go back with a 'hard' response (e.g. that is for them to resolve, time essentially not being a factor) but with a serial number (actually a photo) and I was waiting to see how they handled it.

 

"I am writing to you in regards to your Samsung UE49KS8000 Smart TV and the missing Smartthings Extend USB adapter. 

Please accept my sincerest apologies for this television being delivered without the necessary parts.

As the order is older we have requested the help of our buying office so that we can resolve any outstanding issues and get the parts required so that you can use your television to its full capacity. 

In order for us to do this, may I ask that you provide us with the model number from your TV. Once we have this I have been advised to pass it along to our Buying Office who will deal directly with Samsung to get resolve your case. 

We ask that you contact us with this information at your earliest convenience. "


They are trying the same as Curry's,  trying to muddy the waters.  They have said that the issue us not receiving the smart things extend,  and you won't as this is not advertised.  Make it clear it is the smart connect USB dongle,  which you need to enable the TV to connect to the smart things that was promised and which Samsung have said they not now be supplying,  there the TV cannot connect to the smart things hub as advertised. 

Paul.