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KS Owners refund

(Topic created on: 02-07-2018 02:57 PM)
1018 Views
paul1277
Black Belt 
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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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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.

2,560 REPLIES 2,560
Stormed
Pioneer
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I'm having no luck with Currys whatsoever, they keep sending me different variations of the same response, the most recent being:

 

"Thank you for your email dated 26th June 2018.  Please accept my apologies for the delay in this response.  On your request my response is via email. 

It is concerning to learn of the issues that you have raised with regards your recent television purchase.  Whilst I understand your frustrations,  the removal of this feature was instigated via Samsung, therefore it was something that we had no control.  We can't be held responsible for the removal of any third party services, it is likened to an APP that is no longer available, with this in mind, we are unable to accept your request for a replacement or refund. 

Thank you for taking the time to contact Team knowhow.  Although this may not be the response you were looking for I trust we have clearly explained our position on this matter. "

Provided them with the relevant section of the Consumer Rights Act 2015, I keep pointing out it's not an APP, it's hardware, included sample letters from this forum that I have modified pointing out links to their website and provided with the ADR recommentation that has been posted here. I have been using Resolver and have 14 days until I can escalate it to the CEO's office. Not that they'll care either. 

 

I am posting of my claim to the credit card company today, I have included the ADR recommendation, screenshots from Currys website, my communication with Currys, pointed out that it's not an app and was part of the advertised TV specifications etc. 

 

I'll let you know when I have any updates. 

PG001
Apprentice
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Managed to sort a replacement with John Lewis, They offered me a refund or a replacement. So I went for the LG B7 replacement, being swapped over this week. Thanks to everyone on here for the advise on how to do this.

nintendofan
Journeyman
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I assume you had to pay the difference? well unless you paid £1299 for yours originally?

PG001
Apprentice
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Yeah paying the difference.

paul1277
Black Belt 
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@PG001 wrote:

Yeah paying the difference.


Funny how jl are pay out to some but not others. 

Paul

Sheraton6
Explorer
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I was thinking exactly that. You’d imagine it would be a company wide decision once they accepted they were in the wrong. Even so, more encouragement for the ones still struggling with JL.
paul1277
Black Belt 
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@Sheraton6 wrote:
I was thinking exactly that. You’d imagine it would be a company wide decision once they accepted they were in the wrong. Even so, more encouragement for the ones still struggling with JL.

It would be helpful if all those who have had a successful outcome with jl please let us know was it online or at the retailers shop,  and the email you used and who did you contact. 

Paul

PG001
Apprentice
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I emailed CustomerServices@JohnLewis.com, they then tried to send me to Technical Support, who then sent me back to customer services. After a few days they rang me and said that i could either have a full refund or swap for a different tv. I am now awaiting the confirmation date for the swap. I was impressed with JL how quick and easy this was considering the issues others have had.

tarbat
Voyager
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@PG001 wrote:

Managed to sort a replacement with John Lewis, They offered me a refund or a replacement. So I went for the LG B7 replacement, being swapped over this week. Thanks to everyone on here for the advise on how to do this.


Was you complaint about the lack of the SmartThings Extend USB adapter, or something else?  It's strange that John Lewis are happy to replace with a TV (the LG B7) that doesn't offer the SmartThings functionality that you were presumably complaining about.

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PG001
Apprentice
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Yeah my complaint was only about the misselling of the smart things extend usb adapter.