Re: KS Owners refund - Page 28

paul1277 · ‎24-12-2017

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

paul1277 · ‎30-01-2018

@rosscouk wrote:
Thanks paul1277 - so I was considering going with;

Dear Sir or Madam,

Thank for your email of 30/01/18 in which you state “It is however the only thing that would stand up as mis-selling because it was promised in advertising and remained so during the retail life of the product”. Therefore as the aforementioned Samsung Smartthings Extend USB adapter has not been supplied, as advertised by John Lewis, along with my Samsung UE49KS8000, and under the Consumer Rights Act 2015, all goods supplied by a trader to a consumer should match any description upon which has been relied to make your purchase. Therefore, as a result of this miss selling by John Lewis, I am entitled to a full refund of £1307.50 or a replacement of my choosing.

Can you please confirm my refund for said amount at your earliest convenience?

Yours sincerely

Sounds good to me.

Post it and await their reply with interest.

Paul

rosscouk · ‎30-01-2018

Sent! I will post back.

Ronson808 · ‎30-01-2018

getting very silly as the smart things extend dongle was supposedly being worked on during this year so of course good faith reasonable customers would wish to wait for the service as it was pretty amazing, otherwise currys and others wouldnt have devoted pages and space on their website about it.

heres the official last line back in september

Apologies for the delay in reply but we've spoken to several people about this for you guys and now have a final reply. The official statement on this is:

"We're sorry for the delay. The Samsung SmartThings Extend is currently in a closed beta program and we don't have any further updates at this time. We will continue to pass on your interest in this feature to the appropriate Samsung contacts."

CJH26 · ‎30-01-2018

Interesting reply from John Lewis then. I sent my first message to them around a week ago now and not heard a thing from them.

@rosscouk

daleski75 · ‎30-01-2018

Sent this to what hifi

Dear What Hifi,

Apologies if this is the incorrect way to contact yourselves but I want to try and bring about some publicity for potentially 100’s of customers who are owners of the KS flagship range of 2016 televisions.

To cut a long story short a significant amount of us have been trying to reach out to Samsung to ask them for an official statement about why HLG is only enabled for broadcasts only and not for streaming content specifically BBC iPlayer despite the television being able to handle this and the feature is also in the current 2017 range of their products which I believe are the Q series.

In addition to this the point was also raised with HDR10+ as this was also meant to be coming out for our televisions and today we have received this official response from Samsung.

Below is further response from Samsung support following me asking for definitive statement on HLG and HDR10+ Upgrade.

Thank you for your email. Your customer reference number is ****

Unfortunately the decision to stop the updates was taken and at the moment there is no plan to continue any updates. I apologizes if you feel mislead by this, but the manufacturer may remove the support at its desecration.

Once again we would not look to offer an replacement TV or a refund at this time.

If you require additional support, please contact us on 0330 726 7864 (UK) or 0818 717 100 (EIRE), or respond to this email and I will be more than happy to help.

Alternatively, you can visit our Support website where you will find FAQs, How-To-Videos and other useful information for Samsung products.

Kind regards,

David

As a lot of us brought our KS televisions last year this would mean for the majority Samsung have ended support in under 12 months and a maximum of 18 months.

Because of the above we are trying to get the message out there to see if we can get Samsung to change their stance and to carry on supporting our televisions if the hardware can support the underlying changes.

We would very much appreciate if the above could be considered in a future article and it would also be very much appreciated if you could reach out to Samsung on our behalf to get a more positive message.

If this email is not intended for this email address could I Kindly ask for it to be forwarded to the relevant department.

Kind Regards,

Dale

daleski75 · ‎30-01-2018

Sent the same email to flatpanelshd

rosscouk · ‎30-01-2018

@CJH26 wrote:
Interesting reply from John Lewis then. I sent my first message to them around a week ago now and not heard a thing from them.

@rosscouk

How long have you been waiting for responses from them?

Its been quite portracted with 7-10 days between replies.

paul1277 · ‎30-01-2018

@rosscouk wrote:
Its been quite portracted with 7-10 days between replies.

It gives them time to scratch their heads! The date starts from you first email to them and you do have to give up to 14 days. Funny how some have been quick.

You will get there just don't give up.

Paul

CJH26 · ‎30-01-2018

@rosscouk wrote:
@CJH26 wrote:
Interesting reply from John Lewis then. I sent my first message to them around a week ago now and not heard a thing from them.

@rosscouk

How long have you been waiting for responses from them?

Its been quite portracted with 7-10 days between replies.

Thanks, So I could still be in for a bit of a wait, it’s 7 days tomorrow for me.

I will be sure to post back when I hear from them but I imagine it will initially be a similar response.

At this point I’m most certainly looking for a refund, I don’t see any point holding onto any hope of Samsung rectifying this (HDR game mode fix is what I want most). Eyeing the Sony XF90 providing the reviews check out.

73henny · ‎30-01-2018

@daleski75 wrote:
Sent this to what hifi

I wonder if What Hifi would be interested in the abandonment of the SmartThings dongle more than perhaps the HDR compatibility? Its possible their reviews of the KS back in '16 made reference to the dongle and people were swayed by What HiFi's review?