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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

Are you an EU citizen? If so you are covered by the Oct 2015 European Consumer Regs. If you have done your research and saw the various advertising for HLG Smart connect and HDR10+ (links on this thread) then yes I believe you may have a case for misrepresentation.



@snosig wrote:

But should'nt Samsung be held accountable for what they promised in press releases and marketing material?

That would be great but the regs say it is the retailer that is responsible. I think both should be, like the credit card companies who are also responsible. I believe though that advertising that you saw from Samsung's press release's and youtube presentations can be taken into account. If it is incorrect then it is up to the retailers to correct it! If they do not then they are accepting that advertising is true.



@snosig wrote:

I am not a UK citizen but I bought my EU65KS8000 tv at in may 2017 after having seen press releases and info regarding the SmartThings promise as well as the HDR10+ promise. I had the TV shipped out of UK which caused some shipping and customs fee as well as VAT. If I were to return it that would mean more shipping cost.


I do not see anything on the sellers website at that time mentioning either the SmartThings or HDR10+, but as samsung had released this info at that time I assumed it didn't matter if the seller mentioned it.


What are my options with this mis selling?

I must point out that under the regs you can only claim a refund if you felt the information you had at the time is now incorrect or misrepresented. You state that you did not see any adverts for Smart things or HDR10+ so you can not claim misrepresentation now because these adverts did not influence your decision, because you where not aware of these capabilities. You can only claim misrepresentation if the manufactures advertising or the retailer make claims about the product which later is untrue. So no I do not think you can claim. You do not mention if you saw the HLG support shown in some trade mags.



At the time of purchase I had already seen press releases and marketing material stating about the SmartThings as well as the HDR10+ (which was a big part of picking this tv, as otherwise I would likely have gone with a Dolby Vision tv instead). I only mentioned that this specific seller did not mention it on his site.


I have drafted something you can use if you use if you contact Citizens Advice and fill the form,


I bought a Samsung 65KS9500 from Curry's 17 Jan 2017. I was lead to believe with an update it would fully support HLG (the BBC and Nikon version of HDR to be used for over the air broadcasts). This is a link explaining that Samsung where fully supporting it from Dec 2016,
When the BBC started broadcasting the Blue Planet 2 on BBC Iplayer in UHD and HLG Samsung said that the KF series sets would not be updated to play it. They did update to play Youtube HLG. Their release said they would be supporting HLG, not anly different types. Here is a link from Dec 2017 saying the same again,
They also a free Smart Connect free USB dongle here links,
again not forth coming.
Samsung also promised an update for last year to enable HDR10+ for the end of 2017,
Again nothing.
I believe that is misrepresentation under the Oct 2015 European Consumer Regs.


Here is the link,


Remember these are sent to trading standards so it will help if everyone fills in the form, only takes a few mins.




@snosig wrote:

At the time of purchase I had already seen press releases and marketing material stating about the SmartThings as well as the HDR10+ (which was a big part of picking this tv, as otherwise I would likely have gone with a Dolby Vision tv instead). I only mentioned that this specific seller did not mention it on his site.

Then you do have a case. You must print off your eveidence (if you saw the links shown here then print them) and try to down load any eveidence. Use the Which link


and I would suggest reading the other threads


Good luck



@rosscouk wrote:


Just seen this, sound familiar?

More promises!

What I can not under stand is how it that a company thinks it's right to make these promises to sell their goods and then renege on them.

Surely that is fraud!

Saying that Samsung may be use to doing that,  considering last year their Korean CEO was arrested for fraud, so it may be the way they do business, which does not bold well for anyone buying any Samsung product! I don't think there is any other company that I know of that does this. If I was a CEO of a rival company I would be up in arms with Samsung promising more than my products for commercial advantage and then not delivering, it must be malpractice at the least and I would have thought illegal!


I have asked Steve Withers from AV Forums who is at CES to ask Samsung about this and if our KS series will ever get what was promised to us.

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?

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