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Original topic:

KS Owners refund

(Topic created on: 19/02/18 23:53)
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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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.

2,552 REPLIES 2,552
paul1277
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@MC_Bladewrote:
Hi All I have a UE55KS7000 from Richer sounds, they are calling me to suggest a way forward, what would you suggest is the like for like Equivalent Samsung set? also if i can I may go for another brand any suggestions ?

Try for a refund or the q7f. 

 

Paul

paul1277
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@UHDHDRwrote:

@paul1277wrote:

@UHDHDRwrote:

@paul1277wrote:

 

Also been told this is fully HDR10+ compatible by samsung, but saw on Rtings that the q models are HDMI 2.0b and to get HDR10+ over HDMI you need HDMI 2.1 which will bw on the 2018 models, so may be again Samsung not being fully honest. I do have it writing from Sansung and they also agree as they supplied the TV they are the retailers.
Thanks.

Paul


Not true. Confirmed by Samsung and Panasonic that HDR10+ works over HDMI 2.0. This article details the "infoframe" solution that Samsung came up with to achieve this:

 

FlatpanelsHD reported in September 2017 that HDR10+ works over HDMI 2.0b. At CES 2018, Samsung confirmed this information and explained that it is using a solution called ‘Infoframe’. It can carry 24Kb of metadata in the signal, which can then be interpreted by the display.

 

https://www.flatpanelshd.com/news.php?subaction=showfull&id=1516011308

 

 Also, you can check HDR10+ content on Amazon Prime. Supposedly, their entire HDR catalog is in HDR10+, although you won't see any HDR10+ badge or notification. 


Please read the article, Samsung are working on it but it is still not perfect due to the lag as it changes the meta data. Only with HDMI 2.1 does it work properly.

Paul


Please try to understand the article. They were testing beta software, so of course it wasn't working perfectly. The fact is, they have a solution for HDR10+ over HDMI 2.0, and both Panasonic and Samsung confirmed it will not require HDMI 2.1

 

Also, BD insider over at blu-ray.com says that HDMI 2.0 is listed as a requirement for HDR10+ in the BDA's UHD BD spec.

 

Stop spreading misinformation. 


I was only going off information I had read.  Please do not tell me what I can or cannot put here.  That is the job of the mods not you!

chiraag88
Apprentice
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Hi all,

 

I also feel I have been mis-sold and complained to John Lewis about it.  In summary I mentioned the following were missing: HDR10+, Smart thing connect.

 

This is what they replied with (Let me know if anyone has the JL advert for the ks9000 tv) :

 

Dear Mr Suchak, 


I am writing to you in connection with your CASE-08303352 regarding your order 110202648, Samsung UE65KS9000 Curved SUHD HDR 1,000 4K Ultra HD Quantum Dot Smart TV. 

Firstly, I would like to offer my sincerest apologies for the delay in response as this is certainly not a reflection of the exceptional service we aim to provide here at John Lewis. 

Upon consultation with a member of the Samsung's Product Specialist team, I can confirm that both the 2016 and 2017 models of this particular model of the Samsung Smart TV do not support the smart things connect (inclusive of the HRG, HRD10+ support) that you have claimed were meant to be a part of your purchase. Therefore, I can confirm that you have not been mis-sold this product. 

However, if you have photographic evidence that clearly states on our website at the time of purchase that the features of this TV include the smart things connect, then we would be willing to investigate this matter further. Please send the photos in the format JPEG or PDF. 

Should you require any further assistance, please do not hesitate to contact us. 

Yours sincerely,

Aaminah
JohnLewis.com
paul1277
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@chiraag88wrote:

Hi all,

 

I also feel I have been mis-sold and complained to John Lewis about it.  In summary I mentioned the following were missing: HDR10+, Smart thing connect.

 

This is what they replied with (Let me know if anyone has the JL advert for the ks9000 tv) :

 

Dear Mr Suchak, 


I am writing to you in connection with your CASE-08303352 regarding your order 110202648, Samsung UE65KS9000 Curved SUHD HDR 1,000 4K Ultra HD Quantum Dot Smart TV. 

Firstly, I would like to offer my sincerest apologies for the delay in response as this is certainly not a reflection of the exceptional service we aim to provide here at John Lewis. 

Upon consultation with a member of the Samsung's Product Specialist team, I can confirm that both the 2016 and 2017 models of this particular model of the Samsung Smart TV do not support the smart things connect (inclusive of the HRG, HRD10+ support) that you have claimed were meant to be a part of your purchase. Therefore, I can confirm that you have not been mis-sold this product. 

However, if you have photographic evidence that clearly states on our website at the time of purchase that the features of this TV include the smart things connect, then we would be willing to investigate this matter further. Please send the photos in the format JPEG or PDF. 

Should you require any further assistance, please do not hesitate to contact us. 

Yours sincerely,

Aaminah
JohnLewis.com

Samsung say they will not supply or support smart thinks and the jl website saying the dongle will be supplied is miss selling. Just send their link which is on this forum. This seems to be there tatic to put people off by sounding official and as if they know what they are talking about. Its part of the process to try to ware  you down and they are hoping you will give up. 

MC_Blade
Explorer
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I'm Having fun with RS they are saying yes but i can only have store credits to original value, surely this isn't right? I said it should be exchange for similar spec product (they say MU is i say no way) or Cash refund. Am I right? Has any one had better out come with RS?
Ronson808
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https://www.johnlewis.com/samsung-ue55ks9000-curved-suhd-premium-hdr-4k-ultra-hd-quantum-dot-smart-t...

 

**With free Samsung SmartThings Extend USB adapter available within 2016, additional purchase necessary to connect other appliances to the TV.

 

edit:and for proof its been there all along

https://web.archive.org/web/20160510093731/https://www.johnlewis.com/samsung-ue55ks9000-curved-suhd-...

Ronson808
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@MC_Bladewrote:
I'm Having fun with RS they are saying yes but i can only have store credits to original value, surely this isn't right? I said it should be exchange for similar spec product (they say MU is i say no way) or Cash refund. Am I right? Has any one had better out come with RS?

I suppose it depends if you have proof they missold or if this is just a gesture on their part?

 

MC_Blade
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They mis-sold as they have not released the smart things extender, I think if they dont make a better effort I'm going down the Section 75 Route as I bought on my credit card. I just ecpected them to maybe meet me half way with the cost of changing to a Q7 at least.  I dont see why is should be locked into the RS, as a better deal may come up else where; and quite frankly asking for anthohter £460 to get a similar spec TV is taking the preverbial. 

chiraag88
Apprentice
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Just an update on my issue, I contacted samsung and received the following response:

 

Thank you for your interest in SmartThings and Samsung TVs. The Samsung SmartThings Extend has yet to be released and is currently in a closed beta program. We will continue to pass on your interest in this feature to the appropriate Samsung/SmartThings contacts. For the most up-to-date information, sign up for our newsletter on www.smartthings.comand https://www.smartthings.com/uk/extend.

Alternatively, for the time being, with a SmartThings v2 Hub, you can add your TV as a 'Thing' to use in the SmartThings app or use your TV with Samsung Connect. This will give you functionalities such as powering your TV On/Off, volume control, picture mode control and others. If you are interested in the SmartThings v2 Hub, I can look into arranging one to be sent out to you. Please provide me with your TV's model code, serial number and a picture of the label with all the information (usually on the back of the TV).

 

I will be rejecting this.

paul1277
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@chiraag88wrote:

Just an update on my issue, I contacted samsung and received the following response:

 

Thank you for your interest in SmartThings and Samsung TVs. The Samsung SmartThings Extend has yet to be released and is currently in a closed beta program. We will continue to pass on your interest in this feature to the appropriate Samsung/SmartThings contacts. For the most up-to-date information, sign up for our newsletter on www.smartthings.comand https://www.smartthings.com/uk/extend.

Alternatively, for the time being, with a SmartThings v2 Hub, you can add your TV as a 'Thing' to use in the SmartThings app or use your TV with Samsung Connect. This will give you functionalities such as powering your TV On/Off, volume control, picture mode control and others. If you are interested in the SmartThings v2 Hub, I can look into arranging one to be sent out to you. Please provide me with your TV's model code, serial number and a picture of the label with all the information (usually on the back of the TV).

 

I will be rejecting this.


Ask them how you can add your TV as a thing with out the smart connect dongle? Also this closed beta is I think a way to  confuse the issue.  The jl advert said it would be available within 2016 and I think waiting till 2018 is being reasonable and for them to ask you to wait longer with any time scales is unreasonable. 

It does show their lack of understanding by saying you can connect your TV to the smart hub!  That is why you have to keep correcting their inconsistent answer's. 

Paul