Open search

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

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.

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.

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?

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

@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.

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?

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


As described  The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.

Extracts from the Regs

  • a short term Right to Reject within 30 days (as opposed to the current "reasonable period") (and claim a full refund), which if not exercised leads onto
  • the Right to Repair or Replacement and if this isn't satisfactory then
  • the Right to a Price Reduction or a final Right to Reject (and claim a refund) (after only one attempt at repair or replacement by the trader – one attempt is enough for the consumer to have this right) – where the goods are rejected after the first six months then the trader can reduce any refund by a "deduction for use"; during the first six months any deduction for use is limited to motor vehicles or other goods the Secretary of State may specify in the future.
  • Every services contract will include as a contractual term pre-contractual statements or information about the services if these are taken into account by the consumer when deciding to enter into the contract or are taken into account by the consumer when making any decision about the service after entering into the contract – however such statements or information can be qualified by the trader or changed (if agreed to by the consumer).  Information provided under the Consumer Contracts Regulations 2013 will also be a term of the contract.  Note that this provision (section 50) is new and section 50 gives consumers additional protection – traders are going to need to consider what information they provide to consumers to encourage them to contract for services and whether this needs to be qualified in any way – advertising, marketing materials etc will all need to be carefully reviewed.  Where this provision is breached by the trader the same rules apply as to whether these terms can be limited or excluded as apply to section 49. (section 50).
  • If the time for performance is not fixed by contract then the trader must perform the contract within a reasonable time.  Where this provision is breached by the trader the same rules apply as to whether these terms can be limited or excluded as apply to section 49. (section 52).                        (i.e. updates or smart connect)


Thanks paul1111.

I was just reading through the same as you posted. So, I suppose JL (in my case) have the right to offer a replacement. However I suppose I am aiming for a Right to Reject although JL might try reduce the refund in respect of a "deduction for use". I wonder what that might look like.

Any thoughts on whether its worth including the HLG and HDR+ stuff? I am currently thinking no, just because of my purchase date (aug 16).
Top Liked Authors