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KS Owners refund

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

I bought mine from J Lewis and the Samsung Extend addvert is still there


If you bought your KS TV from currys


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.

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.

you can show you had been informed.

It's different with the smart connect as that is advertised on the main retailers web sites,

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.

2,544 REPLIES 2,544
I've been following these posts for a while... like yourself I purchased mine through Currys. Could you let me know the email address you used?


@alex_92812 wrote:

This is great news, thanks for sharing this.


My last interaction with Currys regarding my complaint was them admitting misrepresentation and offering a little over 50% of the purchase price in currys vouchers, which they confirmed was their last and final offer to me.


I expect there'll be a lot of people waiting for the result of this "formal company wide decision"

Your lucky you have been offered something at least even though it's not the full refund we are entitled to. Did you accept their offer or refuse? I have been going round in circles with them trying to say the USB dongle is software, one of my questions to them on a recent email was asking what part of a USB dongle is software? They never replied to that email, then I got the chance on Resolver to escalate it to the 'Customer Services Manager' to which I received the above response today. 


@mrputt wrote:
I've been following these posts for a while... like yourself I purchased mine through Currys. Could you let me know the email address you used?


I logged my complaint through Resolver but haven't been getting anywhere. I emailed yesterday (@ and copied all my correspondence I have had with them through Resolver. It could well be that this has prompted the email today or it could be coincidence. 


I told them that Currys vouchers are not a suitable form of refund as per the consumer regulations, and said I would be seeking further advice on how to escalate the matter.


I have started making preparations to raise a Section 75 claim, but maybe I won't have to


when i emailed the above i had a phone call within 30 minutes to discuss it.  They offered me £1650 cash to return the telly but i got vouchers to £2500 to cover a replacement TV that they suggested which was a low end samsung.


It's worth pointing out that they also talk about the smart hub being "Built-In"


"Samsung’s 2016 SUHD TVs have a built-in SmartThings hub, which is normally bought separately." (


So, regardless of the status of the SmartThings Extend, the SmartThings Hub is still not built in.


It might work in your favour


The solicitors may tell JohN Lewis they dont have a let to stand on


@Stormed wrote:

My latest response from Currys:


Please accept my apologies for the delay in our response. 

We are currently investigating the matter and will be in further contact when a formal company wide decision has been made, in the mean time, can you send over the following details so we can locate your purchase; 

Full address given at purchase 
Full name given at purchase 
Receipt number 
Purchase branch 
Purchase date 

Other than the above, we do not require further information and appreciate your patience. 



This was a response through Resolver however I've also received a similar reply from requesting the same information. 


Good luck! Thanks for the update and keeping this going all the way.


Mine is still with the Section 75 claim which has been pending for about 2 weeks now. Will update as soon as I hear anything.


I’ve been following this thread with interest for a while and today I’ve finally submitted my complaint to Curry’s. I’m not optimistic, but we’ll see where it goes!

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