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KS Owners refund

(Topic created on: 23-08-2018 08:59 AM)
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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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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
paul1277
Black Belt 
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@PeteDansk wrote:
Having looked over some of the previous comments am I correct in thinking I need to send Currys a letter of intent after reaching deadlock before I can start the small claims process. If so do we a letter of intent posted on the forum for reference or a template I could use?

Yes,  and the citizen's advice site has all the info you need. Section75 route is also an option. 

Paul 

paul1277
Black Belt 
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@PeteDansk wrote:
Having looked over some of the previous comments am I correct in thinking I need to send Currys a letter of intent after reaching deadlock before I can start the small claims process. If so do we a letter of intent posted on the forum for reference or a template I could use?

Also on the ks refund more info thread is a bit more condensed and has useful info. 

Paul 

Tyler_Durden
Voyager
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@paul1277

What do you think of my latest email from SCCCustomerSolutionsTeam?

 

Thank you for your reply.

 

I am unable to comment on the policies of other retailers and advise that, at this time, we are not in a position to offer a full refund.

 

As detailed in my previous correspondence, in view of the matter we would offer a depreciated credit amount of £1,374.23, which could be used towards a replacement.  We are still awaiting a response from our Head Office in relation to your legal query, but I am afraid we have no indication of when this may be. As soon as we receive a response from them, I shall inform you of the outcome accordingly.

 

In the meantime, if you did wish to accept the depreciated credit amount, I am able to have this raised immediately.

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Tannoy20
Pioneer
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Just to note, I think its a Letter Before Action, not a letter of intent.

paul1277
Black Belt 
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@Tannoy20 wrote:

Just to note, I think its a Letter Before Action, not a letter of intent.


Sorry keep getting mixed up. I did say it was a letter of intent i used against Curry's when I got a refund on a JS model. 

Andy251
Apprentice
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Hi. I'm new and just about to embark on a refund/replacement for my ks8000 with Richer Sounds.  I've spent most of the morning having a read through all the posts and a big thanks to everyone who has posted their experiences. The info has been very helpful.

 

I've dealt with RS in the past and can't fault them so hopefully things will go smoothly. 

tarbat
Voyager
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I've finally reached a deal with John Lewis, via their solicitor, so have accepted an 83% refund. I received a payment from them of £1500 yesterday, and John Lewis will arrange to collect the TV soon. I'm happy with the deal, which I believe is fair and equitable given the circumstances, and I'm relieved that I don't have to go through the full Sheriff Court process.

 

I've also today ordered a replacement TV, a 55" Panasonic OLED (TX-55FZ952B). I'll never, ever buy another Samsung product.

 

Off Topic, but beware of trying to buy from Richer Sounds. Note their delivery small-print. I’ve highlighted the parts that caught me out.

”If you live in the following areas we cannot provide our free or next day delivery services - Scottish Highlands & Offshore Islands, Isle Of Wight, Isle Of Man, Isles Of Scilly and Channel Islands. For delivery to these areas please call our telesales team who will happily provide a quotation for all items 32” and under. Unfortunately we are not currently able to send items over 32” to the above areas.

Tyler_Durden
Voyager
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Sorry to post again but I'm wondering what to do about this situation. The last email I received from SCCCustomerSolutionsTeam reads

 

"I am unable to comment on the policies of other retailers and advise that, at this time, we are not in a position to offer a full refund.

 

As detailed in my previous correspondence, in view of the matter we would offer a depreciated credit amount of £1,374.23, which could be used towards a replacement. We are still awaiting a response from our Head Office in relation to your legal query, but I am afraid we have no indication of when this may be. As soon as we receive a response from them, I shall inform you of the outcome accordingly.

 

In the meantime, if you did wish to accept the depreciated credit amount, I am able to have this raised immediately."

 

I'd like to respond but I'm not sure what to say. It seems they're expecting me to wait indefinitely for an answer from HQ. That can't be right!

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Moily
Pathfinder
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@Tyler_Durden wrote:

Sorry to post again but I'm wondering what to do about this situation. The last email I received from SCCCustomerSolutionsTeam reads

 

"I am unable to comment on the policies of other retailers and advise that, at this time, we are not in a position to offer a full refund.

 

As detailed in my previous correspondence, in view of the matter we would offer a depreciated credit amount of £1,374.23, which could be used towards a replacement. We are still awaiting a response from our Head Office in relation to your legal query, but I am afraid we have no indication of when this may be. As soon as we receive a response from them, I shall inform you of the outcome accordingly.

 

In the meantime, if you did wish to accept the depreciated credit amount, I am able to have this raised immediately."

 

I'd like to respond but I'm not sure what to say. It seems they're expecting me to wait indefinitely for an answer from HQ. That can't be right!


Tell them their offer is not acceptable as you are legally entitled to a full refund under current UK law.  

 

You need to get their deadlock response that lays out their "final position".  Once you have that you can launch a Section 75 claim with your credit card provider, then a complaint with the Financial Ombudsman Service if that fails, and finally start a claim via the Small Claims court using Money Claim Online.

Moily
Pathfinder
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@tarbat wrote:

I've finally reached a deal with John Lewis, via their solicitor, so have accepted an 83% refund. I received a payment from them of £1500 yesterday, and John Lewis will arrange to collect the TV soon. I'm happy with the deal, which I believe is fair and equitable given the circumstances, and I'm relieved that I don't have to go through the full Sheriff Court process.

 

I've also today ordered a replacement TV, a 55" Panasonic OLED (TX-55FZ952B). I'll never, ever buy another Samsung product.

 

Off Topic, but beware of trying to buy from Richer Sounds. Note their delivery small-print. I’ve highlighted the parts that caught me out.

”If you live in the following areas we cannot provide our free or next day delivery services - Scottish Highlands & Offshore Islands, Isle Of Wight, Isle Of Man, Isles Of Scilly and Channel Islands. For delivery to these areas please call our telesales team who will happily provide a quotation for all items 32” and under. Unfortunately we are not currently able to send items over 32” to the above areas.


Not surprised they didn't want it to go to Court.  

 

Out of interest, did they ask you to sign an NDA?