Close

What are you looking for?

cancel
Showing results for 
Search instead for 
Did you mean: 

KS Owners refund

(Topic created on: 21-06-2018 09:00 AM)
982 Views
paul1277
Black Belt 
Options

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

2,560 REPLIES 2,560
Sheraton6
Explorer
Options

Hello,

I have been following this thread with interest and thanks to everyone involved for all of the information provided. 

I recently contacted the company where I purchased my KS in late 2016 regarding the 3 main issues (HDR10+ support, HLG support and the USB Extender). They have been very supportive insofar and are working with me to find a solution. 

Through a combination of feedback from their Samsung rep and the Samsung customer support manager I spoke with this evening, the current Samsung stance is;

HLG - they do support it for the 2016 KS but only broadcast HLG, of which there is nothing to be able to test. 

HDR10+ - the Samsung press release that people have linked on here isn’t relevant in the UK as it was posted on a US website (despite mentions of “ALL” and the Amazon VP quoted saying “globally). They are saying they never stated it would be available in the UK. 

SmartThings - they confirmed they had discontinued the Extender and offered me a SmartThings hub FOC, which I rejected. 

Sorry if this is just repeating what others have said but I thought it worth adding an up to date official line from Samsung. 

0 Likes
paul1277
Black Belt 
Options

@Sheraton6 wrote:

Hello,

I have been following this thread with interest and thanks to everyone involved for all of the information provided. 

I recently contacted the company where I purchased my KS in late 2016 regarding the 3 main issues (HDR10+ support, HLG support and the USB Extender). They have been very supportive insofar and are working with me to find a solution. 

Through a combination of feedback from their Samsung rep and the Samsung customer support manager I spoke with this evening, the current Samsung stance is;

HLG - they do support it for the 2016 KS but only broadcast HLG, of which there is nothing to be able to test. 

HDR10+ - the Samsung press release that people have linked on here isn’t relevant in the UK as it was posted on a US website (despite mentions of “ALL” and the Amazon VP quoted saying “globally). They are saying they never stated it would be available in the UK. 

SmartThings - they confirmed they had discontinued the Extender and offered me a SmartThings hub FOC, which I rejected. 

Sorry if this is just repeating what others have said but I thought it worth adding an up to date official line from Samsung. 


The problem with dealing wethe manufacturer is they are not responsible unlike the retailer.  If you have an issue with misrepresentation you need to take it up with your retailer as Samsung will just string you along,  as they know they can not be touched by consumer law. Therefore if you want to take this further then contact you retailer. If that is Samsung you have lots of evidence for misrepresentation on this forum. 

Paul

0 Likes
Sheraton6
Explorer
Options

@paul1277 wrote:

@Sheraton6 wrote:

Hello,

I have been following this thread with interest and thanks to everyone involved for all of the information provided. 

I recently contacted the company where I purchased my KS in late 2016 regarding the 3 main issues (HDR10+ support, HLG support and the USB Extender). They have been very supportive insofar and are working with me to find a solution. 

Through a combination of feedback from their Samsung rep and the Samsung customer support manager I spoke with this evening, the current Samsung stance is;

HLG - they do support it for the 2016 KS but only broadcast HLG, of which there is nothing to be able to test. 

HDR10+ - the Samsung press release that people have linked on here isn’t relevant in the UK as it was posted on a US website (despite mentions of “ALL” and the Amazon VP quoted saying “globally). They are saying they never stated it would be available in the UK. 

SmartThings - they confirmed they had discontinued the Extender and offered me a SmartThings hub FOC, which I rejected. 

Sorry if this is just repeating what others have said but I thought it worth adding an up to date official line from Samsung. 


The problem with dealing wethe manufacturer is they are not responsible unlike the retailer.  If you have an issue with misrepresentation you need to take it up with your retailer as Samsung will just string you along,  as they know they can not be touched by consumer law. Therefore if you want to take this further then contact you retailer. If that is Samsung you have lots of evidence for misrepresentation on this forum. 

Paul


Thanks for the feedback, Paul.

I am dealing with the company I purchased the unit from (not Samsung, an independent AV retailer) and they have been very helpful but they wanted me to get an escalated complaint reference number from Samsung which I have done this evening, which is when I got all of the info listed above. All my efforts will be with the retailer not Samsung.  

0 Likes
paul1277
Black Belt 
Options

@Sheraton6 wrote:

@paul1277 wrote:

@Sheraton6 wrote:

Hello,

I have been following this thread with interest and thanks to everyone involved for all of the information provided. 

I recently contacted the company where I purchased my KS in late 2016 regarding the 3 main issues (HDR10+ support, HLG support and the USB Extender). They have been very supportive insofar and are working with me to find a solution. 

Through a combination of feedback from their Samsung rep and the Samsung customer support manager I spoke with this evening, the current Samsung stance is;

HLG - they do support it for the 2016 KS but only broadcast HLG, of which there is nothing to be able to test. 

HDR10+ - the Samsung press release that people have linked on here isn’t relevant in the UK as it was posted on a US website (despite mentions of “ALL” and the Amazon VP quoted saying “globally). They are saying they never stated it would be available in the UK. 

SmartThings - they confirmed they had discontinued the Extender and offered me a SmartThings hub FOC, which I rejected. 

Sorry if this is just repeating what others have said but I thought it worth adding an up to date official line from Samsung. 


The problem with dealing wethe manufacturer is they are not responsible unlike the retailer.  If you have an issue with misrepresentation you need to take it up with your retailer as Samsung will just string you along,  as they know they can not be touched by consumer law. Therefore if you want to take this further then contact you retailer. If that is Samsung you have lots of evidence for misrepresentation on this forum. 

Paul


Thanks for the feedback, Paul.

I am dealing with the company I purchased the unit from (not Samsung, an independent AV retailer) and they have been very helpful but they wanted me to get an escalated complaint reference number from Samsung which I have done this evening, which is when I got all of the info listed above. All my efforts will be with the retailer not Samsung.  


And that is where you may have problems and you do not need a esculated complaint ref,  and I doubt Samsung will give you one as that is an admittance of their misrepresentation and they will not do that. It will be interesting to see what your retailer says when Samsung don't give you that complaint ref. 

Paul

0 Likes
Sheraton6
Explorer
Options

Hmmm, interesting. I actually did get a reference number from Samsung. I used their online chat and advised I wanted to make a complaint with regards to my KS not being as described. I outlined the reasons and sent links to the relevant articles. The online agent then transferred me to a customer support manager who read back what I’d raised, offered me a free SmartThings hub, which I rejected, and then gave me the reference number. I left it there as I had done what the company I bought the tv from had advised me to do, based on direction from their Samsung rep. I took screen grabs of the online chat and recorded the call with support manager. I have since forwarded this ref to my company I purchased from and am awaiting their response. 

0 Likes
mrtickle
Helping Hand
Options

 

 


@Sheraton6 wrote:

@paul1277 wrote:


Thanks for the feedback, Paul.

I am dealing with the company I purchased the unit from (not Samsung, an independent AV retailer) and they have been very helpful but they wanted me to get an escalated complaint reference number from Samsung which I have done this evening, which is when I got all of the info listed above. All my efforts will be with the retailer not Samsung.  


No. They might have wanted you to, but you had absolutely NO NEED to do that. It's a shame you agreed.

You have the full force of the Law on your side.

It's for them to do all the running around, not you.

Once you have your refund, they can talk to Samsung for as long as they like, if they want to, and get all the references numbers to their heart's content.

By agreeing to be the go-between between the retailer and the manufacturer, you have weakened your position.

 

"They have been very supportive insofar and are working with me to find a solution." - sounds like the opposite to me, sounds like the retailer have been very skillfully fobbing you off towards the manufacturer who is not liable under the law, the retailer is, and sounds like they have dragged out what is a slam-dunk refund (due to the misrepresentation of the Smart Things Extender not being supplied) into a saga.

What support have the retailer given you? The law says you get your refund. "Support" is an optional extra.

 

0 Likes
ItsJohnT
Journeyman
Options

Hi Guys, I have a KS9000 which I purchased from Reliant Direct and I'm annoyed by the lack of HLG support even though Samsung said it was coming via firmware. Samsung have previously stated that the KS range do support HLG but only via broadcast, but not streamed over say iPlayer, which I find totally unacceptable. That coupled with the lack of smart things extend, this is really poor service from Samsung which was not a cheap TV! I've been in touch with the retailer but they are indicating I need an uplift number from Samsung. They are looking into the complsint but also said I'm free to contact Samsung for an uplift number myself. Any thoughts on how I should proceed?

0 Likes
mrtickle
Helping Hand
Options

@ItsJohnT wrote:

Hi Guys, I have a KS9000 which I purchased from Reliant Direct and I'm annoyed by the lack of HLG support even though Samsung said it was coming via firmware. Samsung have previously stated that the KS range do support HLG but only via broadcast, but not streamed over say iPlayer, which I find totally unacceptable. That coupled with the lack of smart things extend, this is really poor service from Samsung which was not a cheap TV! I've been in touch with the retailer but they are indicating I need an uplift number from Samsung. They are looking into the complsint but also said I'm free to contact Samsung for an uplift number myself. Any thoughts on how I should proceed?


Please read the thread you've posted to the end of.

"but they are indicating I need an uplift number from Samsung" is not true, and them trying to bypass the Law.

 

 

CharlesCC
Apprentice
Options

I had the KS8000 from Richersounds. Followed the advice and within 6hrs Richersounds apologised acknowledged and offered me a credit to the original price £1449

 

On top of that they even let me use online codes to discount the new OLED i bought.

 

Well played RS highly impressed. They said samsung were refunding them.

 

Thanks to the original poster... so happy got a new 55" OLED and £50 spare for me to buy some treats!

Sheraton6
Explorer
Options

@mrtickle wrote:

 

 


@Sheraton6 wrote:

@paul1277 wrote:


Thanks for the feedback, Paul.

I am dealing with the company I purchased the unit from (not Samsung, an independent AV retailer) and they have been very helpful but they wanted me to get an escalated complaint reference number from Samsung which I have done this evening, which is when I got all of the info listed above. All my efforts will be with the retailer not Samsung.  


No. They might have wanted you to, but you had absolutely NO NEED to do that. It's a shame you agreed.

You have the full force of the Law on your side.

It's for them to do all the running around, not you.

Once you have your refund, they can talk to Samsung for as long as they like, if they want to, and get all the references numbers to their heart's content.

By agreeing to be the go-between between the retailer and the manufacturer, you have weakened your position.

 

"They have been very supportive insofar and are working with me to find a solution." - sounds like the opposite to me, sounds like the retailer have been very skillfully fobbing you off towards the manufacturer who is not liable under the law, the retailer is, and sounds like they have dragged out what is a slam-dunk refund (due to the misrepresentation of the Smart Things Extender not being supplied) into a saga.

What support have the retailer given you? The law says you get your refund. "Support" is an optional extra.

 


Perhaps “supportive” may have been a poor choice of word on my behalf. What I should have said was “helpful”. I only raised this issue with them on Monday. They responded Tuesday to advise they were in dialogue with Samsung. Yesterday morning (Wednesday) they confirmed in writing that if Samsung didn’t offer a satisfactory resolution (which we all accept is very unlikely) they will give me credit to my full purchase price against a replacement, if I got the escalation number. I have this morning accepted this and will be paying the difference for a Q9FN. Hearing some of the battles some people are having/have had, I’d say a resolution within 72 hours counts as helpful. 

Thanks again to everyone on this thread for all of the links, info & advice. 

All the best,

Dave.