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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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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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@dipesh44 wrote:

People shouldn't be making claims just to get on the bandwagon,as it saturates genuine claims! 

 

Claim only if you knew what you were buying i.e the smart features in built in to the tv not because you have read this thread


That is why im posting here prior. That said, my dad was impressed with the KS9000 when he saw it so purchased one himself from Richer Sounds.

 

So I will forward him on to this.

 

Thank you

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John Lewis aren't budging here. Latest reply from them:

 

Dear Graeme, 
 
Thanks for replying to my previous email.
 
As you will appreciate, due to GDPR legislation, I’m unable to discuss other customers and their complaints and so unable to make comparisons with your own experience.
 
I regret you’re disappointed with our resolution.  However, as there is no way to provide the functionality Samsung had promised, we believe our resolution has offered the most like for like function as possible, and therefore, our stance will remain unchanged.
 
The information Samsung provided us with was correct at the point of sale and as the circumstances of this changed and they were unable to fulfil their promise, we reacted by providing our customers the fairest resolution available to provide the closest functionality as possible. 
 
You’ve advised you’re considering taking this matter further and should you wish to do this, we would request your legal representative makes contact with our Legal Department at the following address:
 
Legal Department 
John Lewis PLC
171 Victoria Street
London 
SW1E 5NN
 
It is always disappointing when we are unable to reach a conclusion which is satisfactory for our customer; however, occasionally this is unavoidable. I am sorry that this has proved to be such an occasion. Whilst I regret you remain dissatisfied, I believe we have responded fairly and appropriately to your concerns.
 
Kind regards, 
 
Sophie
 
Sophie Shearing
Partner & Customer Relations Case Manager
John Lewis & Partners

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I would argue that GDPR protects you from having your data being distributed or accessed without your consent. But people that post their case ids on public forums (including me) give an implicit consent for their cases to be accessed

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It was your case reference number that I used :smiling-face:

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@JamboGee92 wrote:

It was your case reference number that I used :smiling-face:


I think because they settled before Court there is no president,  so they can play the hard game. Unlike the ADR against Richer Sounds.  Looks like they are going to force you down the small claims route. If you wish to do that as they have already settled and you have permission to use that info, also claim for your time. 

Paul

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Anonymous User
Not applicable

I find it crazy that John Lewis gave me a full refund with no messing around after the first email, they simply collected the TV and then issued a full refund, 7 day turn around in total.

 

I have no details to give or I would, it was that simple for me but my case number was 

 

CASE-09469555 if that helps.

 

I did have issues over the phone with them, they didnt have a clue but the email I sent sovled everything.

 


@JamboGee92 wrote:

John Lewis aren't budging here. Latest reply from them:

 

Dear Graeme, 
 
Thanks for replying to my previous email.
 
As you will appreciate, due to GDPR legislation, I’m unable to discuss other customers and their complaints and so unable to make comparisons with your own experience.
 
I regret you’re disappointed with our resolution.  However, as there is no way to provide the functionality Samsung had promised, we believe our resolution has offered the most like for like function as possible, and therefore, our stance will remain unchanged.
 
The information Samsung provided us with was correct at the point of sale and as the circumstances of this changed and they were unable to fulfil their promise, we reacted by providing our customers the fairest resolution available to provide the closest functionality as possible. 
 
You’ve advised you’re considering taking this matter further and should you wish to do this, we would request your legal representative makes contact with our Legal Department at the following address:
 
Legal Department 
John Lewis PLC
171 Victoria Street
London 
SW1E 5NN
 
It is always disappointing when we are unable to reach a conclusion which is satisfactory for our customer; however, occasionally this is unavoidable. I am sorry that this has proved to be such an occasion. Whilst I regret you remain dissatisfied, I believe we have responded fairly and appropriately to your concerns.
 
Kind regards, 
 
Sophie
 
Sophie Shearing
Partner & Customer Relations Case Manager
John Lewis & Partners


 

 

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Thats interesting.  I keep getting the mess around with them, although have already started proceedings against them

 

I'd be interested to hear if they've finally seen sense

A lot of back and forth with Currys with me standing me standing my ground has resulted in the below. I have not yet decided on my next steps.

 

Thanks for your further email.

 

 

I am sorry to learn that you remain disappointed with the resolution that we have offered. Our position remains that in our view, as the television is fit for its intended purpose, is of satisfactory quality and not defective, we do not agree that you are entitled to a full refund of the purchase price.

 

We do feel that the option to obtain a free of charge Samsung SmartThings hub ( V2 ) is a reasonable remedy, given that Samsung have taken the decision to not introduce the SmartThings dongle. The SmartThings Hub ( V2 ) can be obtained by contacting support@smartthings.co.uk and providing the following information:

 

 

  • TV model number
  • Serial number
  • Picture of the label containing all model / serial details ( this can usually be found on the back of the TV )
  • Proof of purchase

 

 

In addition to the above, I am able to offer you a live with payment to the value of £150.00. This offer is made on a without prejudice basis and in full and final settlement of this matter.

 

Should you wish to accept this full and final offer, please kindly confirm by return and I will be happy to make the necessary arrangements.

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Similar offer to mine.

I have refused it and counting down to initiate proceedings in the small claims court.
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@Domaz1 wrote:
Soon as I have returned the TV and the refund has processed I shall share my case details.


Hey there,

How's it going. Has the return and refund happened yet?

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