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Original topic:

KS Owners refund

(Topic created on: 28/02/18 19:49)
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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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
paulyoung666
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@chiraag88wrote:

Hi all,

 

i have just just escalated my case with John Lewis to make it a “priority case”. Essentially, main point made was missold on smart things extend.  The issue is with the back office team who are refusing to call me, just email me.  They will come back with a final decision by Wednesday.


Good luck 👍

CJH26
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@chiraag88 Im currently in contact with John Lewis, They appear to be using the fact they are in contact with Samsung as a stalling tactic with me, If you could post back here with their final decision in your case when you hear from them it would be much appreciated, Good luck

MC_Blade
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Giving my 55KS7000 back for a full cash refund with RS as I dont have the pocket change for a replacement right now. with the new models comming out shortly I will wait to see what drops in price.

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paul1111
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@MC_Bladewrote:

Giving my 55KS7000 back for a full cash refund with RS as I dont have the pocket change for a replacement right now. with the new models comming out shortly I will wait to see what drops in price.


Great to hear your getting a full refund, was that on the no smart connect? Also can you broadcast this result on AV Forums as it will help others battling to get Samsung to do the right thing.

 

MC_Blade
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Yes, due to no smart connect. They offered a downgrade to MU7000 and got told no way, then store credit. I Held firm and said replace with equivelent model (Q7) or Full cash refund, they would only agree to cash refund.

paul1277
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@MC_Bladewrote:

Yes, due to no smart connect. They offered a downgrade to MU7000 and got told no way, then store credit. I Held firm and said replace with equivelent model (Q7) or Full cash refund, they would only agree to cash refund.


Good result.  Shows it can be done.  Well done again. 

paul1111
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Gone quite here any updates?

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CJH26
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@paul1111wrote:

Gone quite here any updates?


After learning that you continue to contact your retailer and concurrently file a section 75 claim I done just that. If JL get back with a resolution first I will happily close the claim.

paul1111
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@CJH26wrote:

@paul1111wrote:

Gone quite here any updates?


After learning that you continue to contact your retailer and concurrently file a section 75 claim I done just that. If JL get back with a resolution first I will happily close the claim.


How did your credit card issuer deal with your claim? Was it an easy process, just for others to see if they want to go down the same route?

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CJH26
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@paul1111wrote:

@CJH26wrote:

@paul1111wrote:

Gone quite here any updates?


After learning that you continue to contact your retailer and concurrently file a section 75 claim I done just that. If JL get back with a resolution first I will happily close the claim.


How did your credit card issuer deal with your claim? Was it an easy process, just for others to see if they want to go down the same route?


It’s very easy, I just had to call them to say I want to file a section 75 claim, they looked up the transaction, asked me why I wanted to file it, they then got me to send them an email with all the details ie proof of purchase, proof I was misled into buying the goods based on incorrect information, evidence to support this like the sale page etc. They now investigate and will get back to me within 8 weeks.

paul1111
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@CJH26wrote:

@paul1111wrote:

@CJH26wrote:

@paul1111wrote:

Gone quite here any updates?


After learning that you continue to contact your retailer and concurrently file a section 75 claim I done just that. If JL get back with a resolution first I will happily close the claim.


How did your credit card issuer deal with your claim? Was it an easy process, just for others to see if they want to go down the same route?


It’s very easy, I just had to call them to say I want to file a section 75 claim, they looked up the transaction, asked me why I wanted to file it, they then got me to send them an email with all the details ie proof of purchase, proof I was misled into buying the goods based on incorrect information, evidence to support this like the sale page etc. They now investigate and will get back to me within 8 weeks.


And how much did it cost?

 

I think nothing, and I think the retailers are going to be scratching their heads. It adds more pressure on them to admit misrepresentation and therefore maybe more pressure on Samsung. Even if Samsung do nothing if you get afull refund which you should be able to get TV that does as Samsung promised but was miss selling.

CJH26
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@paul1111wrote:

@CJH26wrote:

@paul1111wrote:

@CJH26wrote:

@paul1111wrote:

Gone quite here any updates?


After learning that you continue to contact your retailer and concurrently file a section 75 claim I done just that. If JL get back with a resolution first I will happily close the claim.


How did your credit card issuer deal with your claim? Was it an easy process, just for others to see if they want to go down the same route?


It’s very easy, I just had to call them to say I want to file a section 75 claim, they looked up the transaction, asked me why I wanted to file it, they then got me to send them an email with all the details ie proof of purchase, proof I was misled into buying the goods based on incorrect information, evidence to support this like the sale page etc. They now investigate and will get back to me within 8 weeks.


And how much did it cost?

 

I think nothing, and I think the retailers are going to be scratching their heads. It adds more pressure on them to admit misrepresentation and therefore maybe more pressure on Samsung. Even if Samsung do nothing if you get afull refund which you should be able to get TV that does as Samsung promised but was miss selling.


My thoughts exactly and yes it’s free to file a section 75 claim.

snosig
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Hi

 

Here is a update on my case with Samsung.

 

After many emails with the regular support I gave up, as they were going nowhere. Then I decided to contact the CEO office of Samsung UK and described in details how Samsung had let me down.

 

Shortly after I got this reply.

 

--------------------

Good morning Mr S******, I am contacting in response to your contact with the CEO of Samsung UK, which has been provided to the CEO Escalations department for address.

 

I acknowledge that you have researched your concerns over the capabilities of your television, and this email is to advise that we are liaising with our AV specialists and department heads with regard to reaching a suitable resolution for each point mentioned.

At this time however I do not have any further updates, but hope that I can assure you that once these are received I will come back to you to discuss.

 

Thank you for taking the time to contact us, and I hope that in the meantime this will not detract from the use and enjoyment of your product.


Regards

 

Kirsty *****
Customer Services Executive | UK & Eire

--------------------

 

 

To which I replied:

 

--------------------

Hi Kirsty

Thank you for getting back to me so quickly.

I am sad to hear that there are no updates on the repeatedly promised features that played a big role in my decision to purchase this TV.

 

Can you give me a simple yes or no answer to the question if Samsung does still plan on releasing the SmartThings Extend at any time in the future?

 

Best regards,

S*****

--------------------

 

 

Today I received this email:

 

--------------------

Good afternoon Mr S******, thank you for your patience while this matter has been discussed.

 

Our audio visual specialists have advised that unfortunately for technical reasons we were not able to release the SmartThings Extend in the UK. For customers seeking SmartThings connectivity, we are able to provide the functionality of Samsung SmartThings Hub with the confidence of consistent performance.

 

However, we must advise that SmartThings is only supported within Korea, the USA and the United Kingdom and will not operate in Iceland at this time.

 

With regard to HLG compatibility, there has been a mis-understanding/expectation within the Samsung Community that Samsung will provide HLG Support for BBC i-Player. We can state that this was never promised, Samsung advised that 2016 models would support HLG and did not specify HLG Support for BBC i-Player.

 

HDR 10+ support is presently under technical review, at this time we do not have any further information on the outcome but can provide this when available.

 

I hope this provides some clarification following review, and thank you for contacting Samsung.


Regards

 

Kirsty *****
Customer Services Executive | UK & Eire

--------------------

 

So here we got a second confirmation from the CEO office of Samsung UK that the SmartThings Extend will never be released.

To this email I replied:

 

--------------------

Hi Kirsty

 

So you are basically confirming that Samsung have miss-sold the entire KS 2016 Samsung TV series, as an advertised functionality will not be released. Thank you for that.

 

I am confident that the functionality the Samsung SmartThings Hub provides is not the same as the SmartThings Extend would, as I will not be able to control my SmartThings directly from my TV's UI, which was a big selling point for me when deciding on which TV to buy.

 

Regarding SmartThings only being officially supported within Korea, USA and UK, that may well be true. However I know for sure that SmartThings products can be used in other countries, and according to the SmartThings forum people are using it without any problems in countries such as Denmark, Sweden, Netherlands, Poland and many other countries (see discussion here: https://community.smartthings.com/t/smarthings-hub-in-eu-outside-uk/64133/14).

 

Not that this should have anything to say regarding my claim of miss-selling. I could for what it's worth be moving to UK tomorrow where my TV set would be just as miss-sold as it is today.

 

Regarding HLG, I am willing to give you the benefit of the doubt there.

 

Moving on to the HDR10+, which was promised before the end of 2017, and now you tell me that at this time you do not have any further information on the outcome. This does not give me any confidence that this will be supported by the 2016 KS series at any time. I would actually be surprised if this happens at all.

 

So, this really does not provide any clarification in relation to my case, and I will still be holding up my claims of a replacement or a full refund, which I am entitled to according to the Oct 2015 European Consumer regs.

 

I look forward to hearing from you again.

 

Regards,
S*****

--------------------

 

It will be interesting to see their next response.

 

AntS
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Hi all.

 

I can confirm that Snosig's report of the response  he received about the SmartThings Extend (along with Kirsty's follow-up answer on it) accurately mirrors the official statement:

 

"Unfortunately, for technical reasons we were not able to release the SmartThings Extend in the UK. If you are seeking SmartThings connectivity, we are pleased to be able to provide the functionality of Samsung SmartThings Hub with the confidence of consistent performance.

 

SmartThings have confirmed for cases where customers had purchased selected 2016 TVs with the expected functionality of a SmartThings Hub, SmartThings will provide a hub free of charge. 

 

  • Please contact SmartThings UK Support for further assistance. See support@smartthings.co.uk for further details."
 

Philwales23
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@AntSwrote:

Hi all.

 

I can confirm that Snosig's report of the response  he received about the SmartThings Extend (along with Kirsty's follow-up answer on it) accurately mirrors the official statement:

 

"Unfortunately, for technical reasons we were not able to release the SmartThings Extend in the UK. If you are seeking SmartThings connectivity, we are pleased to be able to provide the functionality of Samsung SmartThings Hub with the confidence of consistent performance.

 

SmartThings have confirmed for cases where customers had purchased selected 2016 TVs with the expected functionality of a SmartThings Hub, SmartThings will provide a hub free of charge. 

 

  • Please contact SmartThings UK Support for further assistance. See support@smartthings.co.uk for further details."
 

Thanks for that and that is comfirmation of misrepresentation. The free Smart Hub will no way compensate for the smart dongle as it does not give you the same functions as the KS would have had with the Dongle. 

paul1277
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I think I mentioned Samsung replaced my 65KS9500 for a 65Q9F which was very disappointing and agreed to give me a full refund. The telly is going back on Thursday and money will be in the bank soon after. One of the reasons I accepted a replacement was the Tv's not recording, and the same thing also happened on the Q9F. 

 

It was interesting to see the official response to the Smart Connect dongle which should help those who wish for a refund, as now the retailers should and will be aware of Samsung's position over this, and it really does seem a case of misrepresentation.

Paul 

MC_Blade
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Well today I took My KS7000 back to RS and swapped it for a LG OLED55B7V had to pay abit in but got 100 off and a LG UHD Bluray player for "Free"

Thats me done with Samsung and their discusting customer service. Hope they fall on their sword. Big thanks go to RS who sorted this out !

paul1277
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@MC_Bladewrote:
Well today I took My KS7000 back to RS and swapped it for a LG OLED55B7V had to pay abit in but got 100 off and a LG Bluray player for "Free"

Thats me done with Samsung and their discusting customer service. Hope they fall on their sword. Big thanks go to RS who sorted this out !

Could you please broadcast that result every where including AV forums. 

Thanks 

Paul

MC_Blade
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Oh that was a 4k BluRay Player (LG UP970)

Have already put this on AV forums 😉

paul1277
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@MC_Bladewrote:

Oh that was a 4k BluRay Player (LG UP970)

Have already put this on AV forums 😉


This should give encouragement to everyone going down this route as Richer sounds would not be giving refunds if they thought there was no case to answer. 

I must say as I have had a result but there does seem to be a blood bath on the hlg forums and it does seem like a bit of bullying against some who are asking what seems like reasonable questions. Some of the replys have been very condescending against regular posters who are just asking questions.  Not good. 

MC_Blade
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https://www.forbes.com/sites/johnarcher/2018/02/23/samsung-confirms-no-bbc-iplayer-hdr-support-for-i...

 

Don't know if everyone has seen this article, it's from a credible source.

 

Seems 2016 TVs won't be getting updated ever.