Re: KS Owners refund - Page 110

paul1277 · ‎24-12-2017

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

nintendofan · ‎02-07-2018

Well to be fair JL did try and go down that route with me when i asked about a swap, and i simply replied, well the 2018 samsung QLED models do have this support now, but they cost over 2k, so if you want to give me one of those instead thats fine... at that point they backed down..

Stormed · ‎02-07-2018

I’m glad to hear others are having success, I wonder if many others who aren’t posting here have had success also.

Well my dispute has been sent first class recorded to the credit card company.

Citizens Advice have told me they have reported it to trading standards also.

CJH26 · ‎02-07-2018

In regards to John Lewis it seems to be anyone who has had any contact with customer relations head office are not having any success.

The people from that department are not budging.

If you are contacting “lower down” customer service for the first time they seem happy to refund / replace.

This seems completely reversed, You would expect more resistance from lower down as they are perhaps not as versed in consumer law!

sewarner · ‎02-07-2018

The number to ring for JL is 01144 524057. This is the buying office in Scotland and the people who I dealt with.

Good luck

Steve

tarbat · ‎02-07-2018

@sewarner wrote:
The number to ring for JL is 01144 524057. This is the buying office in Scotland and the people who I dealt with.

And if you ring that number, but your case has already been escalated to a Director Relations Case Manager, then they'll tell you that they can't help you at all. I've spent a total of 38 minutes so far on that number!! And it's a Sheffield number according to my call recording system.

My theory is that the Director Relations team actually want to test this in court, to give them leverage against Samsung to get all these KS TVs returned to Samsung.

Tannoy20 · ‎02-07-2018

I just wanted to say best of luck to anyone going to Small Claims. I'm really glad to see so many people sticking up for their rights in this thread.

I sent off my Section 75 claim to my credit card company today, so could be up to 30 days on that one.

I'm fully expecting to get a refund on that due to the amount of evidence included from my contact with JL, but I'll keep coming back to this thread to keep it updated and like reading the updates from others as we pursue this!

hdmi · ‎02-07-2018

@tarbat wrote:
@Moily wrote:
Are you in Scotland? If so then they may have different rules for Small Claims but in England & Wales they can only claim reasonable (i.e extremely modest) expenses in the event they win, and even then only if the judge agrees to them.
Yes, I'm in Scotland. CAB advised me that if I took court action in Scotland, John Lewis may then contest the jurisdiction, and request the case be moved to their local court in England, so doubling my costs 😞 I suspect that's exactly what JL would do, just to give me yet another hoop to jump through. Note that John Lewis state in their small print that "The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England"

Hopefully someone in a better position to proceed will take John Lewis to court and set a precedent for the rest of us.

Please remind JL that it their website that influenced your decision, also note that they provide floorspace to Samsung to make promises so John Lewis are equally culpable, you have a strong case, you can also claim for cost in terms of loss of earnings due to time spent in claiming your legitimate right, among other things

Stormed · ‎03-07-2018

@Tannoy20 wrote:
I just wanted to say best of luck to anyone going to Small Claims. I'm really glad to see so many people sticking up for their rights in this thread.

I sent off my Section 75 claim to my credit card company today, so could be up to 30 days on that one.

I'm fully expecting to get a refund on that due to the amount of evidence included from my contact with JL, but I'll keep coming back to this thread to keep it updated and like reading the updates from others as we pursue this!

I submitted mine yesterday too, best of luck!

Sheraton6 · ‎03-07-2018

I sent off a section 75 claim at the same time as I sent a first email to my retailer (a local independent). As they were so quick in sorting me out (accepted responsibility, gave me full purchase price credit, I’ve paid extra for a Q9FN that arrives Friday) the section 75 slipped my mind. I had the reply yesterday and it was rejected. I sent them the exact same info I sent to my retailer but they said I didn’t have a case. I just wanted to make people who are putting a lot of stock in section 75 being the answer aware that it may not be that straightforward. It goes without saying I hope you have a better outcome if you’ve gone down that route.

Dave.

tarbat · ‎03-07-2018

@Sheraton6 wrote:
I had the reply yesterday and it was rejected. I sent them the exact same info I sent to my retailer but they said I didn’t have a case.

Did they give a reason for rejecting your case? This might help others pre-empt similar rejection.