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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

2,539 REPLIES 2,539
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Just thought I’d post a summary of how I got on in case it helps anyone else.

 

I bought this TV April 2017 from John Lewis and been increasingly getting annoyed with Samsung around broken promises but didn’t think there was anything I could do about it. I stumbled on this thread about 3 weeks ago and followed with interest, but wasn’t feeling optimistic given other people’s experiences with John Lewis.

 

Anyway on Saturday I decided to just call them and see what they said. The first person I spoke to kept putting me on hold and coming back with nonsense about my gripe being with Samsung. I persisted explaining I had a contract with JL and not with Samsung - back on hold - “contact Samsung”. We did this merry dance for about 30 minutes until eventually she said there was nothing she could do not JL WOULD do about my issue. When I said that was unacceptable she gave me a head office email address. Thanks to many posts in this thread I knew that emailing head office could completely kill any chance outside of legal action of getting the issue resolved.

 

Then I came across the Sheffield number posted in this thread and decided to give that a call. The result was night and day. I explained I’d just called and I felt it was completely illegal to insist I deal with Samsung despite my contract being with JL. The guy I spoke to just out and out said “I completely agree, we’ve missold it based on everything you’ve said to me”.

 

Initially he offered me 10% of the TV price as a refund. I said that’s very generous but I don’t think I’d have chosen the TV without the advertised and promoted features. I thought this is were he’d then escalate but nope, he asked me what I felt was fare. I suggested they take the TV back and I order a new one of similar value to which without hesitation he said “yep, that seems fair to me”.

 

So we arranged collection and the delivery of B7 for this Thursday.

 

Between Saturday and Thursday I was convinced I’d get a call or email saying they’d made a mistake but nope, my Samsung is now gone and I’m currently in front of a B7.

 

So yeah, it seems to be a lottery. The first person I spoke to couldn’t have been any different in tone, empathy or action than the second person. Not sure this will be of any help to anyone but just reading everyone else’s experiences certainly helped me so I wanted to return the favour :smiling-face:

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@alex_92812 wrote:

@mrtickle Thanks, and I hope I didn't come across as ungrateful - I'm not, your response was very much appreciated. I'm just trying to wade through the information (and potentially misinformation) on this thread in order to come to a conclusion as to what the best course of action is.

 

The one thing I know for sure so far is... #CurrysNeverAgain


@alex_92812 no it's fine, you didn't! Hope I didn't come across as bolshy! :smiling-face:

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After weeks of emailing back and forth, I've finally gotten to this stage of the email process:

 

"Thanks for taking the time to contact us regarding your purchase of a Samsung UE55KS7000 TV, which you bought in March last year.
 
As per your email, the Samsung TV was advertised it would soon be updated with ‘SmartThings’ functionality and a ‘SmartThings’ dongle would be provided to support this. However, I understand Samsung made the decision not to go ahead with this and the extra hardware was never made available. Please be assured this information was provided to JL by Samsung at the time and we couldn’t have known they wouldn’t meet their commitment to supply this.
 
In order to provide a solution to this issue, Samsung are providing all affected customers with a ‘SmartThings’ Hub free of charge. You can claim this from Samsung directly by contacting them at support@smartthings.co.uk
 
We appreciate you bringing this matter to our attention and please let us know if you require anything else."

 

It sounds like most of us that bought the TV from John Lewis online get to this part and sadly get no further. Again, any help is massively appreciated!

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@JLSuccess wrote:

Then I came across the Sheffield number posted in this thread and decided to give that a call. The result was night and day.

 

 

Well done! I'd like to ask if Sheffield is your local store or, if not where you are based? If you're not in Sheffield, where did they take your KS to and where did your shiney new B7 come from?

 

Just trying to work out if Sheffield is the magic portal to refund Heaven for all customers' locations in the UK. 

 

Many thanks

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@garbageJL wrote:

 

It sounds like most of us that bought the TV from John Lewis online get to this part and sadly get no further. Again, any help is massively appreciated!


Re-word this in a reply to them, being polite as you see fit:

 

"Please be assured this information was provided to JL by Samsung at the time and we couldn’t have known they wouldn’t meet their commitment to supply this."

That's a pity, oh dear! You're in a pickle now then, aren't you?

world-s-smallest-violin-550x535.jpg

Unfortunately, it's also irrelevant because it's your internal issue. Under the 2015 Consumer rights Act is it YOU, not Samsung, who is legally responsible.

 

"In order to provide a solution to this issue, Samsung are providing all affected customers with a ‘SmartThings’ Hub free of charge"

a) That's not a solution to the issue. [insert all the stuff about it being completely different here - please read back over the last few days]

b) See above, I don't care, under the 2015 Consumer rights Act is it you who is legally responsible and must do all the work. You don't get to deflect me to the manufacturer, it doesn't work like that.

Your options to comply with the Law now are either: (1) Supply me a fully working Smart Extend module which doesn't exist, otherwise you are in breach of the Act for misrepresentation. (2) Give me a 100% refund, which is the remedy available to me under the Act for misrepresentation. NB: The TV without the SmartThing Extend module, is in full working order and is not faulty: this is about misrepresentation. You may not try to deflect me onto remedies relevant to faulty goods such as partial refunds, or discounts because I've had it for some time. No way, buddy. for misrepresentation, I am entitled to a 100% refund for up to 6 years because I have not had the full use of all the functions of the TV as promised by YOU on YOUR website at the time I made my purchase.

I'm sure you regret that cut+paste from Samsung's marketing blurb that you did [insert tiny violin again], but you are legally responsible for what you publish and you must now deal with this.

 

Please stop doing this:

Head in sand.jpg

 

...because legally, this is the position YOU the retailer are in, and you need to face up to it:

Ben-Linus-barrel-gun.jpg

 

:face-with-tears-of-joy: :face-with-tears-of-joy:

 

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Did you email smartthings support and what was the outcome . Sounds like they might just be passing the buck to get you off their case 

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@Bubbledogg wrote:

Did you email smartthings support and what was the outcome . Sounds like they might just be passing the buck to get you off their case 


Not a lot of point in doing that as samsung have said they will not be supplying the USB smart connect dongle.  The smart hub they are offering does not allow the ks to have any part in you Internet of things. 

Paul 

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Was just checking as somebody’s post earlier received this reply from John Lewis was wondering if this was just JL making something up to get the customer off their case12050416-C0C4-4BB8-83E0-331ACB8E13D9.jpeg

 

I doubt they are giving smartthings hubs away for free 

 

 

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I posted over a month ago about ringing the 0141 JL Sheffield number.  They should help, speak to them in a friendly manner.  E-mails or Customer Services to JL will get you nowhere.

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@Bubbledogg wrote:

I doubt they are giving smartthings hubs away for free 

 

 


Doubt? You're new here aren't you :smiling-face:

It's both. JL are making things up to illegally deflect customers away, and Samsung are indeed giving smart hubs away for free again to try to avoid legal action, but as stated numerous times, the smart hub is a completely different thing and is NOT a suitable legal get-out for the retailer or the manufacturer.

HTH :smiling-face:

 

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