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Original topic:

KS Owners refund

(Topic created on: 29/11/18 13:59)
paul1277
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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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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.

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paul1277
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@Tyler_Durden wrote:

Thanks both, but it's not going to happen.

When the initial appointment was cancelled and I agreed to the new date (today) apparently Currys ignored the messages left by the mediation team, and therefore the appointment wasn't confirmed.

It seem now that the initial mediation window has been missed and the case has been forwarded to the courts where a judge will look at it, and possibly recommend we try mediation again!

 

Very frustrating.


It may be frustrating but I think another nail in Curry's defense. You can show you have tried everything to be reasonable,  and it is Curry's that have been totally unreasonable. The court will take this into account so make sure all you correspondence with the arbitration is copied and forms part of your case and forward it as additional evidence for the court to consider. If they had been confident in their position I am sure they would have argued there position through arbitration. 

Please keep us informed. 

Paul

cypher915
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I agree with Paul. This shows that you are trying to be reasonable and they are not willing. It is typical of Currys to ignore any correspondence that they do not want to address. I have now escalated my case with Resolver. BTW my TV has once again been collected by Knowhow for "repair". They are possibly talking replacement under the Knowhow Care Plan.

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yannis_i
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In an excellent and suprising turn of events, and 2 weeks ahead of the mediation appointment I arranged with the solicitor from John Lewis, I was sent an e-mail by them that they are willing to refund the full amount of the KS7000 TV, as well as the 70 pounds of the Small Claims process!

 

I am not sure what led to that decision, especially so long after my original complaints correspondence which started end of June! A bit suspicious too from the fact that the email came exactly after Black Friday and Cybermonday ended lol but I cannot really complain. I think what could have helped, is that in my small claims procedure and correspondence, as well as a preparation for my mediation, I emphasized the following 4 things:

 

  • How John Lewis advertised the TV, with the exact wording being a statement of fact rather than a statement of intention (after the warning given to my by Citizen Advise with regards to my argumentation)
  • How the Smart Hub solution is not the same as the original functionality intended, not only from posting articles and from my technical explanation, but by specifically referencing and printing my correspondence with the Samsung CEO office that "This (the Smart Hub) will provide you with all the Smart Things capabilities originally offered with the Extend, with the exception of powering the television on and off". I posted their answer here in the forum some months ago, for me it was the most solid proof that the Smart Hub was a subset of the intended functionality, on top of any technical argumentation.
  • How John Lewis fully reimbursed other customers for the same Television/issue, by printing the whole thread with the successful refunds, which even points specific John Lewis case ids.
  • The legal framework (Consumer Rights Act) that defines full refunds in case of misrepresentation

Perhaps appearing serious enough to take this to the Court Hearing, could also be a case. I could also have been a bit lucky since I got the TV on early November 2016, so when they mentioned in the advertisement that the Smart Things Extender would come within 2016 as a statement of fact, even after the original 30 days windows of the purchase where I could attest that it does not meet the intended functionality so I can return, there would still be 30 days left for the end of 2016, so by default I had to wait beyond the return window for the statement of fact to prove true or not. 

 

I have to say that, after a question mark on whether JL really refunds customers now, or it is still a few isolated incidents, I can attest that my case had a good conclusion too and hopefully there is a trend or even better an established policy. This in my eyes levels a bit the original disappointment from the aggressive customer service, when they tried to dissuade me from a refund with all sorts of arguments, and gives back some respect for the John Lewis brand. 

 

Hopefully my case can help others, as much as I was helped here. I will post the results (finally) in the refunds thread too.

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cypher915
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Great result and a bit of fodder for all the Currys customers as they are still playing hardball. Maybe a court action will spur them into action and make them honour the Act.

paul1277
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@cypher915 wrote:

Great result and a bit of fodder for all the Currys customers as they are still playing hardball. Maybe a court action will spur them into action and make them honour the Act.


Brilliant,  we are getting there,  and thanks for posting that to us. It now says to me that Just Lewis will not be challenging this in court so all those dealing with JL it may be worth emailing this result. 

It is another nail in Curry's coffin and again all those dealing with them another email with this result may be useful. 

It really does show that we are right so again thanks,  and pass on the good news,  especially the av forums under the ks owners thread were people are questioning if it is genuine and if people are really getting refunds. 

Paul

Tannoy20
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This is a great result definitely, and well done for all your hard work.

 

I dont agree that this "gives back some respect for the John Lewis brand." though. You had to get all the way into sending them to small claims, and the huge amount of work you'll have had to do to prepare your case. They will have only dropped it because they do not want to actually go to small claims or mediation and set a precedent. This is not in any way a result of their good customer service.

paul1277
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@Tannoy20 wrote:

This is a great result definitely, and well done for all your hard work.

 

I dont agree that this "gives back some respect for the John Lewis brand." though. You had to get all the way into sending them to small claims, and the huge amount of work you'll have had to do to prepare your case. They will have only dropped it because they do not want to actually go to small claims or mediation and set a precedent. This is not in any way a result of their good customer service.


I agree and even with Richer Sounds it was only  when they lost their ADR that they started giving full refunds.  It's a pity about the law that you have to jump through hoops to get a resolution. But this should help those battling with Curry's,  and I think they are now just wasting time and hoping it will go way. 

yannis_i
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Well yes I agree, that's why I said some respect instead of full respect 🙂 I still abide by the bad review I gave in trustedreviews with regards their attempts to divert or play down the requests of customers with all means necessary. However I cannot really complain now that I got the full refund especially after seeing that in some cases people have accepted partial refunds that take into account the usage of the TV. In this case, even waiting for months was not a bad thing as I can now exchange the KS7000 for a 2018 LG OLED rather than a 2017 some months ago, with the same money. All this while I had full usage of the Samsung TV these months. So even if that delay was a diversionary tactic...joke's on them..
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paul1277
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@yannis_i wrote:
Well yes I agree, that's why I said some respect instead of full respect 🙂 I still abide by the bad review I gave in trustedreviews with regards their attempts to divert or play down the requests of customers with all means necessary. However I cannot really complain now that I got the full refund especially after seeing that in some cases people have accepted partial refunds that take into account the usage of the TV. In this case, even waiting for months was not a bad thing as I can now exchange the KS7000 for a 2018 LG OLED rather than a 2017 some months ago, with the same money. All this while I had full usage of the Samsung TV these months. So even if that delay was a diversionary tactic...joke's on them..

Yep.  I went for the 75Q900R,  which had a 100  day no quibble return.  Initially it was good,  but just to bright,  and my son said it looked to. Luminous. Then it stopped doing scheduled recording which Samsung have problems with. Then I got lines, all over the TV spreading from one corner,  as a brick had been thrown at it. It got sent back.  So I thought LG 65 C8,  give it a go so bought from Richer Sounds focus £2299. Saw a deal at reliant direct on the lg 65 e8 and spoke to them and they did a deal £2500 with 5 year warranty and next day delivery.  Had it a couple of days and it is a thing of beauty.  I thought it not being as bright might be an issue but YouTube HDR is lovely,  the iPlayer HLG is also amazing,  and Netflix Dolby vision again looks really good.  Another bonus is the Atmos  which is passed through to my AV Received. Not disappointed. 

Paul

PeteDansk
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Can someone provide the best Postal address for letter of intent for Currys. Thanks

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