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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

2,544 REPLIES 2,544
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@jaguar1 wrote:

Hi everyone

I bought a Samsung ue65ks8000 in jan 2017, ive started a claim for a refund and just got a call from a case manager customer relations in head of customer services who stated they cant refund as there was a clause in the description of the item which is below.

 

“Don't forget...
If you want to connect your TV to a blu-ray player, games console, soundbar or soundbase then you'll need a HDMI cable.
View our collection of cables & connections

And if you’re looking to elevate your viewing experience with cable management, then why not take a look at our wall mounts and TV stands.

*Some services may require subscription (sold separately)

Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs.”

 

I have never seen this before and to me it looks JL has inserted this in ALL samsung tvs they have sold and are selling now and lying this clause was always there when i bought the tv.

Has anyone seen this before???

Then i got a call from a customer relations manager who advised to contact Samsung for a hub or if i reject that to contact their legal dept..

 

Please help

 

thanks guys for any help advice received

 

 

 

 


I don't see what any of that has to do with our situation.

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@Tyler_Durden wrote:

@jaguar1 wrote:

Hi everyone

I bought a Samsung ue65ks8000 in jan 2017, ive started a claim for a refund and just got a call from a case manager customer relations in head of customer services who stated they cant refund as there was a clause in the description of the item which is below.

 

“Don't forget...
If you want to connect your TV to a blu-ray player, games console, soundbar or soundbase then you'll need a HDMI cable.
View our collection of cables & connections

And if you’re looking to elevate your viewing experience with cable management, then why not take a look at our wall mounts and TV stands.

*Some services may require subscription (sold separately)

Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs.”

 

I have never seen this before and to me it looks JL has inserted this in ALL samsung tvs they have sold and are selling now and lying this clause was always there when i bought the tv.

Has anyone seen this before???

Then i got a call from a customer relations manager who advised to contact Samsung for a hub or if i reject that to contact their legal dept..

 

Please help

 

thanks guys for any help advice received

 

 

 

 


I don't see what any of that has to do with our situation.


Yep seen this before,  they are using the app argument saying they cannot be held responsible for third party apps. This is correct but the smart things is not an app but a built-in function of the tv. 

You were told that to enable the smart thing function you would need the USB dongle that would be supplied free. This never happened so is misrepresentation. 

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a) it doesn't matter if that clause was there or not, because it's talking about APPS (software). The SmartThings Extend hardware that Samsung promised is not an app (software). It's a HARDWARE add-on, and their alternative (see pictures below) is NOT an equivalent and does not legally put you in the same position.

 

This is an old lie that retailers have tried before and defeated before.

 

List off the top of my head:

  1. They deliberately conflate the SmartThings Extend (not supplied) with the SmartThings Hub (available, NOT the same thing)
  2. They deliberately conflate software APPs, with hardware devices.
  3. They say you should have claimed before now and you are too late - but Samsung did not announce that they would not fulfill their supply of the SmartThings Extend until last year, you were patiently waiting. You will have to explain why you waited THIS long, though. Personally I thought I was pushing my luck claiming in July 2018.
  4. They say you need to contact Samsung - no, your contract is with the Retailer not Samsung, and they (the Retailer) advertised a Feature which they legally have to supply. The fact that they cannot supply it is THEIR problem, not Samsung's problem or your problem. They have to resolve it under the Consumer Rights Act 2015.

 

b) if they have changed the page since you bought it, you have more of an argument - but don't get bogged down in that. Print that page as it is now, and let them explain how the SmartThings Extend is a software application.

 

Promise vs Delivery.jpg

 

This is all covered earlier in the thread, I know searching is cumbersome but there are no new arguments from the retailers left.

 

It's all about whether they act illegally and need to be taken all the way to court or use Credit Card Section 75 processes (like Curry's and John Lewis) which drag things out for months,

or whether they act legally and are good retailers (like Richer Sounds). 

 

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Just started my Section 75 claim with my CC Amex UK, will keep you guys informed of the outcome.

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@hmsq wrote:

Just started my Section 75 claim with my CC Amex UK, will keep you guys informed of the outcome.


Thanks for letting us know.  Have you looked on the more info thread which is a more condensed version of this thread,  with all the useful info? 

Highlighted

@Tyler_Durden wrote:

@jaguar1 wrote:

Hi everyone

I bought a Samsung ue65ks8000 in jan 2017, ive started a claim for a refund and just got a call from a case manager customer relations in head of customer services who stated they cant refund as there was a clause in the description of the item which is below.

 

“Don't forget...
If you want to connect your TV to a blu-ray player, games console, soundbar or soundbase then you'll need a HDMI cable.
View our collection of cables & connections

And if you’re looking to elevate your viewing experience with cable management, then why not take a look at our wall mounts and TV stands.

*Some services may require subscription (sold separately)

Please note: A Smart TV is a platform that can run 3rd party Apps. 3rd party content providers may remove Apps from the Smart TV platform or stop supporting them at any time, and we cannot guarantee an App’s availability. When new Smart TV products are launched, there may also be a delay before certain Apps become available. Availability of Apps is not included within the terms of the manufacturer’s warranty, or the John Lewis 2-year Guarantee for audio visual products, or the 5-year Guarantee for TVs.”

 

I have never seen this before and to me it looks JL has inserted this in ALL samsung tvs they have sold and are selling now and lying this clause was always there when i bought the tv.

Has anyone seen this before???

Then i got a call from a customer relations manager who advised to contact Samsung for a hub or if i reject that to contact their legal dept..

 

Please help

 

thanks guys for any help advice received

 

 

 

 


I don't see what any of that has to do with our situation.


Yep seen this before.  It is a last ditch effort to try to confuse the situation.   Just suppose the  Netflix app was removed then the retailer can not be responsible. Like I said you will see it in all if the retailers t and c.  What you have to point out the Smart things function of the tv is not an app,  full stop. It is a hard wired built-in function of the tv,  and it was advertised that once the USB dongle was made available this function would work.  That would then enable the tv to be the center of your internet of Things. You need to point this out,  and ask where it says they can not be help responsible for the actual functions of the tv. Bit like saying they can not be help responsible if the tuner packs up,  or the HDMI sockets fails,  or the recording function ( which they do have real issues with)  fails. 

You need to make this absolutely clear because I think it is not so much you that is confused,  but it is to confuse the court or if going down section 75, the credit card companies.  

It is basically chipping away at all their attempts to confuse. 

Paul

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I'll have a look again. Waiting on the team that deals with section 75. Have been told they don't work on a time frame for the queries, so told it can take some considerable time to deal. I said  been dealing with Currys since August last year, think i'm used to it by now waiting.

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@hmsq wrote:

I'll have a look again. Waiting on the team that deals with section 75. Have been told they don't work on a time frame for the queries, so told it can take some considerable time to deal. I said  been dealing with Currys since August last year, think i'm used to it by now waiting.

 

Hi,  you should have response in a reasonable time frame,  and I think you have been reasonable. Request that they elevate to the appeals stage. Do it by email,  and if refuse got to the FSO. 

They have to be reasonable. 

Paul


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Update.....

Im. Currently halfway through my section 75 claim against curry's creation finance  I've heard nothing from the finance company so decided to phone them. 

 

They said I'm 4 weeks in so I'm halfway through my  Claim,they stated curry's have not yet  responded to them so I just gotta wait another 4 weeks.....

 

Regards 

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@Richierich99 wrote:

Update.....

Im. Currently halfway through my section 75 claim against curry's creation finance  I've heard nothing from the finance company so decided to phone them. 

 

They said I'm 4 weeks in so I'm halfway through my  Claim,they stated curry's have not yet  responded to them so I just gotta wait another 4 weeks.....

 

Regards 


Another delaying tactic they use to ware you down. Did you know you can also try to claim 8% interest from when the claim started, and I am not sure if you can do so from the day you bought the set. The credit card company will help you there.

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