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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

2,539 REPLIES 2,539
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Could you tell me how long it took JL to respond to your initial email?
Thanks

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So just got a reply from consumer ombudsman stating they cannot help due to the company not participating in our scheme. Totally being fobbed of by Currys now.
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Might be worth giving it a go via this website - I just came across it, seems to be backed by Martin Lewis (Money Saving Expert) and designed to deal with resolving these issues, it's called resolver and is completely free, but may end up taking it more seriously if they know 3rd party keeping an eye on it? 

 

I know there's a lot of help with email/letters and the law in here already but looks like they help with that too

 

https://www.resolver.co.uk/

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@Onpoint wrote:

Might be worth giving it a go via this website - I just came across it, seems to be backed by Martin Lewis (Money Saving Expert) and designed to deal with resolving these issues, it's called resolver and is completely free, but may end up taking it more seriously if they know 3rd party keeping an eye on it? 

 

I know there's a lot of help with email/letters and the law in here already but looks like they help with that too

 

https://www.resolver.co.uk/


Resolver is not an ADR body. It is there just to keep a record of your complaint and advise on what course of actions are open to you during the complaint process. They have zero powers and doubt Currys would be bothered about you using it. You best bet is to contact Currys again telling them what they said and ask for another ADR body that they are happy to use. If you purchased it online ask them if they are happy to use Online Dispute Resolution a try https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN. They don't have to be members but you will have to agree on an ADR body to use.

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@CJH26 wrote:

 

Could you tell me how long it took JL to respond to your initial email?
Thanks


It took a few days for them to initially try to fob me off with not reporting a missing item within 31 days. I replied to the e-mail reiterating the issue with the missing dongle and then it all went quiet. After a week I rang them up and eventually was put through to the buying office and was offered a hub.  It then took a calm conversation pointing out that the hub didn’t provide the functionality of the dongle.  I also pointed out that I was only asking for a credit not a refund, which they agreed to.  Personal I thought that John Lewis were very fair with me but I know that other people have had problems.  I sympathise with all of the retailers as it’s Samsung that should be picking up the cost for this.

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@sewarner wrote:

It took a few days for them to initially try to fob me off with not reporting a missing item within 31 days. I replied to the e-mail reiterating the issue with the missing dongle and then it all went quiet. After a week I rang them up and eventually was put through to the buying office and was offered a hub.  It then took a calm conversation pointing out that the hub didn’t provide the functionality of the dongle.  I also pointed out that I was only asking for a credit not a refund, which they agreed to.  Personal I thought that John Lewis were very fair with me but I know that other people have had problems.  I sympathise with all of the retailers as it’s Samsung that should be picking up the cost for this.

Thank you, It was Thursday I sent them a new message, I am awaiting their response.

Thanks also for taking the time to detail your steps. Its certainly something I will try as email doesn't seem to have gone anywhere all the previous times I have contacted them.

 

The whole situatation is a mess and lies with Samsung, But John Lewis should be behaving more like Richer Sounds and putting the customer first in all instances then sorting out returns to Samsung.

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Why are people who are being fobbed off,  especially from Currys,  not going straight to the Small Claims Court - why be bothered with ADR or other Resolution Companies?

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Because you will be in a stronger position if you can show you’ve exhausted all options and not just run straight to court 

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Right, thanks.
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Another day, another reply from JL.

 

Thank you for your latest email.

I understand you are disappointed that we are not offering you a refund however, as previously stated Samsung have offered a resolution to this matter.

Whilst I regret you remain dissatisfied, I believe we have responded fairly and appropriately to your concerns and do hope this clarifies our position on this matter.

 

Haha - JL responded fairly, what a load of tosh. I don't know how they can continue to say that the offer from Samsung regarding a Smart Things hub can be a resolution. It looks like I'll be going to the small claims court now.

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