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Original topic:

KS Owners refund

(Topic created on: 24/06/18 21:06)
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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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.

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Tannoy20
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Is there any chance anyone has a pdf copy of the original SmartThings extend information page from John Lewis (not the tv product information page, the page that gives more details about SmartThings extend, the equivalent of that city’s blog) - I don’t have the url anymore but I think John Lewis removed it from their site anyway?

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sewarner
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@Tannoy20 wrote:

Is there any chance anyone has a pdf copy of the original SmartThings extend information page from John Lewis (not the tv product information page, the page that gives more details about SmartThings extend, the equivalent of that city’s blog) - I don’t have the url anymore but I think John Lewis removed it from their site anyway?


https://eu.community.samsung.com/t5/TV-Audio-Video/Samsung-refund/td-p/367928/page/2

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tarbat
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I’ve got to say I’m so dissaponted with John Lewis. I’ve shopped with them all my life, even worked for them for 8 years. Always had excellent service, always recommended them.  They seem completely oblivious to their responsibility, and seem to show absolutely no consideration to their customers position.

 

I’ve explained, at length to them that offering a SmartThings hub is of no use to me. I already run my z-wave devices from a Homeseer server, and the whole point of getting the KS8000 was so my disabled wife could control lights, curtains, etc. from the TV using SmartThings.  They don’t seem to understand that not everyone, especially the disabled, can use a mobile phone.

 

My wife got quite emotional yesterday about never getting this functionality, to such an extent I’m probably going to buy a 2018 Q7 TV anyway so she can use SmartThings on the TV. It will make life a little bit easier for her.  She’s been waiting nearly 2 years already for this 😞

 

Anyone know if any other non-Samsung TVs allow SmartThings Control? Just a bit reluctant to “reward” Samsung with another £2000 purchase when they’ve let us down so badly.

paul1277
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@tarbat wrote:

I’ve got to say I’m so dissaponted with John Lewis. I’ve shopped with them all my life, even worked for them for 8 years. Always had excellent service, always recommended them.  They seem completely oblivious to their responsibility, and seem to show absolutely no consideration to their customers position.

 

I’ve explained, at length to them that offering a SmartThings hub is of no use to me. I already run my z-wave devices from a Homeseer server, and the whole point of getting the KS8000 was so my disabled wife could control lights, curtains, etc. from the TV using SmartThings.  They don’t seem to understand that not everyone, especially the disabled, can use a mobile phone.

 

My wife got quite emotional yesterday about never getting this functionality, to such an extent I’m probably going to buy a 2018 Q7 TV anyway so she can use SmartThings on the TV. It will make life a little bit easier for her.  She’s been waiting nearly 2 years already for this 😞

 

Anyone know if any other non-Samsung TVs allow SmartThings Control? Just a bit reluctant to “reward” Samsung with another £2000 purchase when they’ve let us down so badly.


you just need to keep plugging away at them for a refund. Its a shame in that they have good tellies but their customer service is very poor,  and the fact of no support.  Richer sounds are paying out so it shows they are liable.  They have admitted to misrepresentation ,they are still thinking offering the hub is acceptable and we need to show it is not. 

Paul

Tannoy20
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I wonder if in your particular case you might be best going to the press about it? It's terrible how they're handling the case for anyone, but for you it's a disgrace

 

Maybe the consumer affairs section of someone like the Guardian?

https://www.theguardian.com/money/consumer-affairs

 

who I think's contact details are consumer.champions@theguardian.com

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Waynimus
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@tarbat It is quite shocking and sad to see the response you have had from John Lewis in your particular situation.

 

I was going to wait until I have received my exchange from Samsung before posting here - I have not had the exchange yet. With the president email and info that @paul1277 has posted in this thread I appear to have got a good outcome, all confirmed in email.

 

But as said, I was going to wait before posting here until the replacement arrived. However, having just read the difficulties you have faced with John Lewis, and the fact that you want a Samsung QLED TV still, I would recommend trying your luck with Samsung instead, it may just prove less distressing all round.

 

I can't say for sure you'll have the same result direct with Samsung, certainly from this thread it is more the retailer's responsibility, but it can't hurt to try seeking a resolution direct with the manufacturer.

 

In my case, my KS7500 is 11-months old and it has been faulty since purchase, usable, but consistently makes popping noises and the picture gets impacted following loud pops. After a TV mainboard replacement, One Connect board replacement and 3x replacement panels - it is still faulty.

 

I did bring up the promised and missing features to Samsung - the HLG, HDR10+ and Smart Things. While I am sure this helped my case, I suspect the consistent faults, home visits and repairs are what prompted their response to exchange the TV.

 

I hope you can get the resolution you deserve. I know it's no fun stuck banging your head against a wall with a retailer. PRC Direct were the same with my case. 

 

Seeing how Richer Sounds have handled this situation, I'll certainly be giving them my custom more regularly for any future big purchases.

tarbat
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@Tannoy20 wrote:

I wonder if in your particular case you might be best going to the press about it? It's terrible how they're handling the case for anyone, but for you it's a disgrace


Thanks for the suggestion, but I'm reluctant to use the press in that way.  We wouldn't expect "special" treatment just because of disability, but at least some understanding from John Lewis about problems that the disabled (and others) might have in using touch-screen devices.

 


@Waynimus wrote:

However, having just read the difficulties you have faced with John Lewis, and the fact that you want a Samsung QLED TV still, I would recommend trying your luck with Samsung instead, it may just prove less distressing all round.


 I've already written to the UK President using the email suggested, so probably need to wait a few more days to give them time to reply.  I'd even pay the extra to swap for a Q7FN or Q9FN which does now have the SmartThings functionality that we were promised two years ago.

Waynimus
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Even if paying to upgrade was an option - do you think it's worth the extra £1,100 to jump from the edge-lit Q7FN to the FALD Q9FN?

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wayneunique
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Well, another day, another rubbish reply from John Lewis.

Thank you for your response.

Please see below the statement advertised on our website regarding Smart TVs:

A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs.

I hope this statement can help illustrate our position, we do provide the televisions however any additional or supported material comes directly from the manufacturer and is subject to change – on their part. As a retailer, we are selling you a product based on its primary function, being a television, we do advertise its capabilities however, are not ultimately responsible for these.

As Samsung have offered you a resolution to this matter and as the television itself is not faulty or in need of replacement or repair, I am unable to offer you any alternative resolution. I can only reaffirm the proposed resolution provided by Samsung.

I do hope this clarifies our position on this matter.

 

JL just do not want to take responsibilty for this and will give any excuse. I'm deeply shocked, after shopping with them for the past 20 odd years, purchasing many TV's in the process, this is how they treat their customers.

Tannoy20
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“As a retailer, we are selling you a product based on its primary function, being a television, we do advertise its capabilities however, are not ultimately responsible for these.”

 

Wow! That’s quite a statement!