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Black Belt 

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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

2,549 REPLIES 2,549
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@Mylo75 wrote:

I think we can now say this is Currys official response to this issue now. As others have posted similar emails from Currys over the last few days.

Obviously I told them both options were totally unacceptable. 

 

Thank you for your email, please accept my apologise for the delay in this response.

Our position with regards to the Samsung TV Smart Things issue is, as the TV's are fulfilling their primary purpose, at the time of sale these items were being sold and advertised accurately.    We can provide two available resolutions for you to choose from.

We can offer a Payment  Voucher to the Sum of £150.00 and you keep the working TVWe can provide a contribution towards a replacement Item of £558.89, and we will collect the TV.  This takes into account the 20 months of use you have had from the TV since purchase in November 2016.

To accept either of these options, please respond by return or contact me on the number below.  I understand that this is not the response you wanted, however, this is our position on the matter. 

Yours sincerely,

Adam *****


Yet someone else got this reply,

I'm sorry to learn of how you feel regarding the purchase of your Samsung TV.
We must reject your claim unfortunately due to the fact that we sold the product
as described by the manufacturer at the time. As it was Samsung who decided
to withdraw this service at a later date, your complaint in this instance is with
them. The Consumer Rights act states that the goods are sold as described, at
the point of your purchase they were.

 

Have they got 2 different legal departments?

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Anyone wants to take this further to the UK CEO office, here is the link,

https://contactus.samsung.com/customer/contactus/formmail/mail/MailQuestionGeneralNew.jsp?siteId=594...
Paul
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Have you messaged them Paul?
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I sent a lengthy email to the Samsung CEO and in all honesty their response was just as bad as Curry’s. They didn’t want to know.

 

Just offered the hub and told me to seek legal advice for action against the retailer.

 

Exactly why I will never buy another Samsung product in the future. They’re a Mickey Mouse company compared to the likes of Apple, LG, Panasonic and Sony.

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I happened to message the Samsung CEO office and got the following interesting reply, before they came with repeated offers to have the Smart Hub as an alternative, separate to the John Lewis offer of the same thing.

 

"Good afternoon Mr ****, thank you for providing this information.

 

With regard to the Smart Things Extend hardware, unfortunately for technical reasons we were not able to release this in the UK. However if you are seeking SmartThings connectivity, we are pleased to be able to provide the functionality of the Samsung SmartThings Hub with the confidence of consistent performance.

With the above in mind, to conclude I can offer you a Smart Things Hub free of charge. This will provide you with all the Smart Things capabilities originally offered with the Extend, with the exception of powering the television on and off. Should you wish to go ahead, please let me know and confirm your postal address, I will arrange this for you.

 

Thank you for taking the time to contact us.


Regards"

 

Since it specifically mentions that there is an exception in how the Smart Hub is equal to the original Smart USB Extender, I used it as attached documentation along my Letter before Action to John Lewis, as an official affirmation coming from the Samsung CEO office that there is not an equivalence between what they propose and what they advertised.

 

Still waiting to be contacted by John Lewis unfortunately

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I've just typed this and wondered if it's worth sending to Samsung:

 

"Good Afternoon.
I bought a 65KS8000 Television from Currys in September of 2016 and since then I have waited and waited for the promised Smartthings Dongle to be released. Following an announcement by a Sumsung Representative at the end of June this year which states "Unfortunately, for technical reasons we were not able to release the SmartThings Extend in the UK." I understand that the dongle will never be supplied. I would therefore like a refund for the total amount of £2199 as I believe is my right under the Misrepresentation Act 1967.
I know of other buyers have had their refunds through Richer Sounds and John Lewis, but unfortunately for you Currys are laying the blame for this misrepresentation fully on Samsung and are refusing to refund.
Please can you contact me with a way forward. Thank you"

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@paul1277 wrote:

Lies are good because more evidence of them trying to cover up,  and miss lead their own customers. Shame.  Keep a separate log of everything just in case this forum stops. Again there is a copy on cnet forums. Paul 


I would suggest you keep your own records in any case, however unlikely this forum would close down.  Posts though could be removed if they contravene the terms as indicated in AntS ' post  on page 162.


Update from MBNA.

I now have to wait 3 weeks for mbna legal team to make a decision, after them implying during a previous call that when currys came back with an offer (after currys conducted an internal review) and it wasn't  acceptable they would look to refund me. 

 

From my phone call today it sounded like currys and mbna have been having sneaky little discussions in the background. 

 

I'm now very dubious as to whether mbna will decide this claim in my favour. Very disapointing indeed!

@Mylo75 wrote:

I think we can now say this is Currys official response to this issue now. As others have posted similar emails from Currys over the last few days.

Obviously I told them both options were totally unacceptable. 

 

Thank you for your email, please accept my apologise for the delay in this response.

Our position with regards to the Samsung TV Smart Things issue is, as the TV's are fulfilling their primary purpose, at the time of sale these items were being sold and advertised accurately.    We can provide two available resolutions for you to choose from.

We can offer a Payment  Voucher to the Sum of £150.00 and you keep the working TVWe can provide a contribution towards a replacement Item of £558.89, and we will collect the TV.  This takes into account the 20 months of use you have had from the TV since purchase in November 2016.

To accept either of these options, please respond by return or contact me on the number below.  I understand that this is not the response you wanted, however, this is our position on the matter. 

Yours sincerely,

Adam ******


 

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@Mylo75 wrote:

Update from MBNA.

I now have to wait 3 weeks for mbna legal team to make a decision, after them implying during a previous call that when currys came back with an offer (after currys conducted an internal review) and it wasn't  acceptable they would look to refund me. 

 

From my phone call today it sounded like currys and mbna have been having sneaky little discussions in the background. 

 

I'm now very dubious as to whether mbna will decide this claim in my favour. Very disapointing indeed!

@Mylo75 wrote:

I think we can now say this is Currys official response to this issue now. As others have posted similar emails from Currys over the last few days.

Obviously I told them both options were totally unacceptable. 

 

Thank you for your email, please accept my apologise for the delay in this response.

Our position with regards to the Samsung TV Smart Things issue is, as the TV's are fulfilling their primary purpose, at the time of sale these items were being sold and advertised accurately.    We can provide two available resolutions for you to choose from.

We can offer a Payment  Voucher to the Sum of £150.00 and you keep the working TVWe can provide a contribution towards a replacement Item of £558.89, and we will collect the TV.  This takes into account the 20 months of use you have had from the TV since purchase in November 2016.

To accept either of these options, please respond by return or contact me on the number below.  I understand that this is not the response you wanted, however, this is our position on the matter. 

Yours sincerely,

Adam *****


 


Give them a bit of time. They know if they refuse you can go to the independent appeals process, which again is free. 

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Following my email yesterday I have just received this offer from Currys - 

 

"Dear Mr ******,

 

Thank you for your email dated the 7th August 2018, addressed for the attention of our Chief Executive Officer Alex Baldock.  As part of the Customer Support Team, your correspondence has been passed to me to investigate and respond.

 
A case has been created for your complaint, under the reference number CC*******, so that we may note your dissatisfaction.

 

I can confirm that we are aware of the issues raised in your email, and have liaised with our Legal Team previously regarding this.  Samsung were independently responsible for the removal of the kit, so this would be classed as a third party service.  As we were unable to predict that the kit would be discontinued, we cannot be held liable for the service being unavailable in the future. We were acting under advice from Samsung, so would not consider this be a mis-sell.  With this in mind, I'm afraid we would not be able to provide you with a refund of your current model as requested.

 

We do understand, however, the disappointment this situation has caused our customers, so are able to offer a depreciated credit voucher to the amount of £1,374.23.  This is based on the cost and age of the item, and would be paid once the television has been collected.

If you would like to keep the television, as it is still performing its primary function, we can offer a goodwill payment of £200.00.  If you wish to accept either of these resolutions can you please respond to me, including your contact telephone number, so that I may raise this for you.

 

In closing I would like to apologise for any disappointment caused, and look forward to hearing from you.

 

Yours sincerely,

 

Faye ******

CEO Support Team
Team Knowhow™ Customer Contact Centre

Tel: 0344 561 6372"

 

It seems these figures are being plucked out of think air!

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