24-12-2017 02:56 PM - last edited 12-07-2018 11:08 AM by YulianK ) in
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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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.
21-11-2018 12:51 PM
Thanks Paul.
I've replied with this which I think covers the points you suggest...
Hi xxxxx,
Thank you for your reply but I think that you have misunderstood the reason for my contact.
To be absolutely clear, I am not claiming on my guarantee, I am claiming because I was mis sold the television.
Please revisit my original email but in summary…
I have been mis sold the TV by yourselves and therefore am within my rights to request a full refund under the Consumer Rights Act 2015.
As stated previously, I would be happy to accept store credit the full value of the TV rather than a cash refund as I would be happy to swap my TV for another from one of your stores
I hope that I am able to conclude this matter with yourselves but I recognise that I could start section 75 proceedings with my credit card company for breach of contract due to the misrepresentation of your product which section 75 covers. I am aware that other customers who have purchased this TV have been successful going down this route but as I said, I would rather come to a conclusion directly with yourselves.
Please would you advise when I might expect this refund as soon as possible
Regards,
21-11-2018 01:47 PM - last edited 21-11-2018 01:49 PM
Great reply. Best of luck. I think JL are being a little more reasonable and able to be dealt with than Curr'y's. I offered in a telephone conversation to add money to the refund/store credit to get a model which would perform as originally described for the KS. No deal. On a different note I now have my KS7500 back from Knowhow (after 30 days). Great customer service? I think not.
21-11-2018 03:41 PM
JL were no more reasonable with me than Currys appear to have been with others and were steadfast in their position. As Ive detailed in a previous post.
I'd just get to a final decision from them then escalate through whatever means suits you rather than waste any more of your time. My experience with Tesco Credit card through section 75 was a world away from my experience with JL and resulted in a full refund as previously commented.
21-11-2018 04:41 PM
My mediation appointment has been cancelled due to illness of one of the mediators. They are trying to find a new date. Possibly the 28th.
21-11-2018 07:06 PM
21-11-2018 07:44 PM
22-11-2018 05:22 PM
Update of my Barclaycard Section 75: Four x calls this week by me, being fobbed off, usual delaying tactics etc etc. Fortunately I’ve resisted enough to get it escalated to “Level 2”. If no resolution there then they write to you saying they have reached a final position, then off to the Financial Ombudsman. Takes 15 days apparently before they respond.
Frustrating, but as has been said, it’s a process/game and you have to go through it - defeating them at each stage thru the power of logic!
22-11-2018 07:24 PM
Barclaycard upheld my Section 75 - I thought i would let you know.
I had to push for it, they originally agreed with the miss-selling but would only give me 4/6ths the price of the TV to account for usage. I disagreed and asked for it to be escalated. When it got to their complaints team, they upheld the section 75, giving me a choice of full refund or half the cost and keep the TV.
22-11-2018 07:27 PM
@rosscouk wrote:Barclaycard upheld my Section 75 - I thought i would let you know.
I had to push for it, they originally agreed with the miss-selling but would only give me 4/6ths the price of the TV to account for usage. I disagreed and asked for it to be escalated. When it got to their complaints team, they upheld the section 75, giving me a choice of full refund or half the cost and keep the TV.
Great stuff, can you please put in to the results thread,
https://eu.community.samsung.com/t5/TV-Audio-Video/KS-Owners-refund-Results/m-p/591783#M14509
and which retailer was it with.
Thanks
Paul
23-11-2018 10:46 AM
My retailer PowerDirect are not accepting liability and no longer have the actual advert to prove the case, raised this with ADR.
In in the mean time, I have also taken this to Samsung CEO office. What’s interesting is they offered me the Smart Thing Hub, which I declined and requested an exchange or full refund. The response back to that was as follows:
“In this regard we are unable to offer an exchange or refund as requested. Any escalations pertaining to the sale of the product should be referred to your retailer, as seller, as opposed Samsung as the manufacturer, our offer for affected customers is to provide a free of charge Smart Things Extend which is available through the channels previously detailed.
We are sorry that we cannot provide a resolution more in line with your request but if you do re-consider and wish to accept the Smart Things Extend do please contact our Smart Things Team to have this request supported.”
As you can see, they have offered me the Smart Thing Extend twice by mistake. Would you guys think that is blantent direct misrepresentation and should now offer the exchange or full refund?