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Original topic:

KS Owners refund

(Topic created on: 27-06-2018 04:27 PM)
paul1277
Black Belt 
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TV

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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
ewanstancarr
Pathfinder
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Could you pm me too. I phoned last week and was told smart hub or nothing 

 

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paul1111
Hotshot
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@ewanstancarr wrote:

Could you pm me too. I phoned last week and was told smart hub or nothing 

 


I think it would be useful for everyone still having issues to resubmit using the email  kindly posted here today. It says everything needed and has resulted in a positive outcome. 

Waynimus
Pioneer
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@paul1277 Thank you for suggesting that Samsung CEO email. I owe you a pint. :winking-face:

 

After 10 months of banging my head against a brick wall trying to deal with PRC Direct, communicating with Citizen's Advice and looking at the stress of potetinallly going to small claims court. Your CEO suggestion has payed off and I feel I have got a good result.

 

I know this thread is mostly related around the lack of Smart Things on the KS, which I am sure helped my case, but I also assume that the number of home visits, repairs and constant communication back and to is what's prompted Samsung to pull through in the end.

 

I've also had some good input,  in particular off @BAMozzy on Avforums, as well as several others here and their. I finally feel relieved and hope the new model will be fault-free. Thanks to everyone for your input, and in particular those who kept this thread thriving - it has proven to be a great resource.

 

While there was some resistance from Samsung, I couldn't honestly say they were trying to mislead me with lesser offers of TVs, it could just be the person I was emailing was not aware of the spec differences. Regardless, in this instance Samsung was understanding, helpful and considerate of my concerns, which is far more than I can say for PRC Direct. They just flat out ignored my letter that was suggested by CAB, as well as constantly being dismissive off all quotes and links regarding the consumer rights act.

 

Samsung originally offered the NU8500, then the Q6F and then the 2017 Q7C. In the end after showing the comparison on rtings between the KS7500 (US KS8500) and the Q7FN to show that these were a closer match, Samsung have agreed to exchange for the Q7FN.

 

I could not find any reviews or specs on the UK edge-lit Q8CN, but I believe given the curve and it presumably being similarly specced to the Q7FN, that this may have been a better match. However, after all the issues and the KS7500 being my first curved screen, I was concerned that they may just be more prone to defects, and so felt the safer option was to settle for the flat rather than continue pushing my luck.

Chips78
Apprentice
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Can someone send me the link to the original JL web page.

 

Thanks

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Superted854
Apprentice
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I find it strange that JL can give different responces to each case as they see fit.

 

It should be the same reply across the board but unfortunatly seems dependant on who you speak to as to the responce you get back.

tarbat
Voyager
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@Waynimus wrote:

@paul1277 Thank you for suggesting that Samsung CEO email. I owe you a pint. :winking-face:


Is that the same email as the UK President email address, or something different?  Can you share the email address please.

 

I’m getting nowhere with the Samsung U.K. President, the latest being that according to their Product Specialist “.....the Smart Things Extend USB Adaptor and the current Smart Things Hub we are offering customers are in effect the same piece of hardware to enable the devices that cannot be controlled wirelessly.”

 

They’re also using the excuse that “Samsung informs our customers that Apps can be added/removed/amended at any time”, so the Smart Things App not being provided on KS TVs is covered by that clause.

 

If I get nowhere with Samsung then I’ve already started preparing the paperwork needed for going to court with John Lewis.

paul1111
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@Superted854 wrote:

I find it strange that JL can give different responces to each case as they see fit.

 

It should be the same reply across the board but unfortunatly seems dependant on who you speak to as to the responce you get back.


It does seem that jl arenow seeing the light.  Try resubmitting using the email template posted here today that jl have responded to In a positive way. 

tarbat
Voyager
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@Superted854 wrote:

I find it strange that JL can give different responces to each case as they see fit.

 


I suspect the difference is between what management in-store might agree to, typically worded as a "goodwill gesture", vs. what their head-office customer service department are saying.

wayneunique
Explorer
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I have resubmitted to JL the details in the previous email and hopefully have more success.

 

Thanks

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tarbat
Voyager
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@tarbat wrote:
I’m getting nowhere with the Samsung U.K. President.

Can anyone suggest anything I could have added to this email response back to the Samsung UK President:

 

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