KS Owners refund

[paul1277]

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

[tarbat]

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@wayneunique wrote:

Another day, another reply froIt looks like I'll be going to the small claims court now.

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Yes, that’s about where I’ve got to with John Lewis as well. Anyone know whether I should take this through the English or Scottish courts?  I live in Scotland, but JL’s address is in England.

What annoys me most is how Samsung are pretending that a SmartThings Hub is a suitable replacement for the SmartThings Extend USB dongle.  They must know that it’s not, but have obviously convinced retailers like John Lewis that a hub is as good as, or even better, than the SmartThings Extend dongle.

[wayneunique]

How can they offer a non-compatible SmartThings Hub to resolve things - it's embarrassing really. You really think JL would research the complaints instead of getting some rubbish from Samsung.

[ItsJohnT]

Getting increasingly frustrated with this, smart things dongle is one thing, but the lack of HLG support is my big bug bear. Have approached Samsung who acknowledge the issue but insist on me going through the retailer to persue any claim. Have raised my concerns with Reliant Direct who are looking into my issue but not heard anything back yet. Kind of feel sorry for them as their customer service was spot on originally and this isn't really their issue, will keep badgering them though. Out of interest, I'm fine to exchange the TV instead of a refund, but what should I be looking for which is comparable to the UE49KS9000, I bought this TV primarily for its Ultra HD Premium credentials for HDR so want something similar. I paid £1500 originally. Thanks guys.

[MC_Blade]

I'm no lawyer but I'm pretty sure you are bound by the law of the land where you purchased the item,  just as they have to comply with sales laws where they are selling. So if I was a betting man I'd say Scottish courts.

[ItsJohnT]

Not sure if any of you guys have seen this but there is a german petition against Samsung not supporting the HDR10 format on their 2016 SUHD TV's, slightly different to the themes you guys have been posting about, but very similar and at least puts a bit of the onus back on Samsung, although I'm sure this will fall on deaf ears....

https://www.openpetition.de/petition/online/hdr10-for-2016-samsung-suhd-tvs

[billinghamn]

So just had an email response from the central JL Customer Services team who advised me to approach the store in which I purchased the KS9000 TV, which was Cheadle.  I asked that this be considered a formal complaint.  Only asking for store credit.

Have just rung JL @ Cheadle, and spoke to a young lady who was very friendly and helpful.  Found my enquiry on the JL system, and has said she will ask someone from the relevant department to ring me today.

Timeline:

• Day 0 (Sun 24/06/2018) - Submitted email with misselling claim for the SmartThings Extend dongle.
• Day 2 (Tue 26/06/2018) - Received email advising me to call the Cheadle Store.  Expecting a call back from someone in the Dept.

[ItsJohnT]

Good luck - keep us updated on your progress.

[Furryhobnob]

I've read the whole thread but can't remember which page the Samsung support email address was on , has anyone got the email for Samsung please as my ks8000 has light bleed that they think is within spec, so I'm gonna go down the route of the recording not working and see if they offer a replacement for it 

[Present_tense]

Been following the thread and trying to get the refund we all feel entitled too, and hitting some of the same brick walls. Samsung have offered the smartthing hub as a ‘gesture of good will’, whereas Currys are refusing to acknowledge the mis-selling of the TV and the smartthings extend they advertised. They claim that as I’ve had the TV for over a year that they will not look into my case further. Has anyone got any further advice or more luck? Kicking myself for not giving richer sounds my custom as I had in the past!

[Boofg100]

they offered me partial refund, stated not happy with it. Thats final offer take it or leave it, iv reported it to citiziens advice and hopefully it will get passed onto trading standards. I would say if you want to take it further take this course of action.