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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

 

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.

2,530 REPLIES 2,530
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@rosscouk wrote:

Sent! I will post back.


Following this with great interest. I've only had one 1 response as follows:

 

 

'Dear Mr *****

I am writing to you in connection with Case-0****** and your query regarding the Samsung Smartthings Extend USB which you never received.

Having reviewed your case, our Customer Support Team are best placed to resolve this for you. I have forwarded your details to them and they will be in contact within the next 72 hours. This should be no later than Monday 22 January 2018.

In the meantime should you require any further assistance, please do not hesitate to contact us via email or by calling our Customer Services team on 03456 049 049, lines are open 7am till midnight 7 days a week'

 

Did you have a similar response after first contact? Also, which department have you finally ended up dealing with?

 

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I had similar, this response seems a little more detailed. They are clearly aware of the issue now.

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Had a reply from ASA regarding the dongle - 

 

Your Complaint: DSG Retail Ltd (Currys PC World)

 

Thank you for contacting the Advertising Standards Authority (ASA). I am sorry to learn this matter has caused you concern.

 

I understand you challenged whether this content on the Currys website stating that the Samsung Smart Things Extend dongle comes with their 2016 Samsung TVs is misleading because you understand this product has since been discontinued and you did not receive this dongle.

 

We note the TechTalk article making these claims states this was published in March 2016 and can only be found by scrolling through numerous pages of archived articles. We also noted that ads for current Samsung TVs do not mention this dongle and we therefore considered that this information was unlikely to be accessed by consumers and so unlikely to be cause consumers to be misled. We also considered consumers who came across this article were likely to appreciate this information may be out of date.

 

Moreover, as your complaint resolves an unresolved customer dispute with this advertiser, I would advise this is something you may wish to contact the Citizens Advice Consumer Service about as they would be best placed to advice you on how to resolve this issue. They offer free, confidential and impartial advice on consumer issues and can draw on wider legislation and make referrals to Trading Standards where appropriate. You can contact their helpline on 03454 04 05 06 (Monday to Friday from 9am to 5pm) or you can find further information at www.adviceguide.org.uk

 

I hope you find this information useful and are able to pursue your complaint.  Thank you for contacting us with your concerns.

 

Yours sincerely,

Duncan Hobbs

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wrote:

Had a reply from ASA regarding the dongle - 

 

Your Complaint: DSG Retail Ltd (Currys PC World)

 

Thank you for contacting the Advertising Standards Authority (ASA). I am sorry to learn this matter has caused you concern.

 

I understand you challenged whether this content on the Currys website stating that the Samsung Smart Things Extend dongle comes with their 2016 Samsung TVs is misleading because you understand this product has since been discontinued and you did not receive this dongle.

 

We note the TechTalk article making these claims states this was published in March 2016 and can only be found by scrolling through numerous pages of archived articles. We also noted that ads for current Samsung TVs do not mention this dongle and we therefore considered that this information was unlikely to be accessed by consumers and so unlikely to be cause consumers to be misled. We also considered consumers who came across this article were likely to appreciate this information may be out of date.

 

Moreover, as your complaint resolves an unresolved customer dispute with this advertiser, I would advise this is something you may wish to contact the Citizens Advice Consumer Service about as they would be best placed to advice you on how to resolve this issue. They offer free, confidential and impartial advice on consumer issues and can draw on wider legislation and make referrals to Trading Standards where appropriate. You can contact their helpline on 03454 04 05 06 (Monday to Friday from 9am to 5pm) or you can find further information at www.adviceguide.org.uk

 

I hope you find this information useful and are able to pursue your complaint.  Thank you for contacting us with your concerns.

 

Yours sincerely,

Duncan Hobbs


That's a bit of a blow, you're not having much luck mate.

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Nope not really am I?

 

I've just sent an email off to Trading Standards who will hopefully bring me better luck and reply before Currys do so I can use whatever TS say in my reply to Currys.

 

 

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wrote:

Had a reply from ASA regarding the dongle - 

 

Your Complaint: DSG Retail Ltd (Currys PC World)

 

Thank you for contacting the Advertising Standards Authority (ASA). I am sorry to learn this matter has caused you concern.

 

I understand you challenged whether this content on the Currys website stating that the Samsung Smart Things Extend dongle comes with their 2016 Samsung TVs is misleading because you understand this product has since been discontinued and you did not receive this dongle.

 

We note the TechTalk article making these claims states this was published in March 2016 and can only be found by scrolling through numerous pages of archived articles. We also noted that ads for current Samsung TVs do not mention this dongle and we therefore considered that this information was unlikely to be accessed by consumers and so unlikely to be cause consumers to be misled. We also considered consumers who came across this article were likely to appreciate this information may be out of date.

 

Moreover, as your complaint resolves an unresolved customer dispute with this advertiser, I would advise this is something you may wish to contact the Citizens Advice Consumer Service about as they would be best placed to advice you on how to resolve this issue. They offer free, confidential and impartial advice on consumer issues and can draw on wider legislation and make referrals to Trading Standards where appropriate. You can contact their helpline on 03454 04 05 06 (Monday to Friday from 9am to 5pm) or you can find further information at www.adviceguide.org.uk

 

I hope you find this information useful and are able to pursue your complaint.  Thank you for contacting us with your concerns.

 

Yours sincerely,

Duncan Hobbs


thats interesting, it seems they are saying that its not a problem for them as it stands *today* and thats all they are concerned with.

 

Its pretty sad they cant act as its clearly a misleading advert but these days  it feels as though the consumer is the second priority...

 

its funny though isnt it. The feature was deemed significant enough to have its own dedicated feature on currys website, but now its not coming, they arent interested.

 

I spoke to samsung recently and they said I needed to talk to currys, currys say they need to talk to samsung. Ive been offered a smart things hub

 

the lady on the phone at samsung was asking me who told me about the smart things dongle, who told me she kept saying.

 

this guy I replied:

https://www.youtube.com/watch?v=yRSWoUmU5YQ

 

i emailed the CEO and im awaiting a reply, she said they will be in touch.

 

but currys have acted awfully over this, trying to do all they can to deny responsibility for the information they provided.

 

so next week ill also be in touch with the CAB and ask them to escalate this to trading standards who will probably get their one person who works half an hour on a wednesday to reply and tell me that its my fault for not being able to see into the future and please dont question big business ever again. :face-with-tears-of-joy:

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wrote:

Nope not really am I?

 

I've just sent an email off to Trading Standards who will hopefully bring me better luck and reply before Currys do so I can use whatever TS say in my reply to Currys.

 

 


Let me know how you get on and I have a few more emails you can use for curry's :winking-face:

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Thanks mate, appreciated!


wrote:

Nope not really am I?

 

I've just sent an email off to Trading Standards who will hopefully bring me better luck and reply before Currys do so I can use whatever TS say in my reply to Currys.

 

 


Asa only deal with Advertising not misrepresentation. 

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I have not been following this thread closely. Apology  if this has already been answered previously. But has anyone had any luck with JL John Lewis with getting a refund for KS 2016 model TV? 

 

 

 

 

 

 

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