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Original topic:

KS Owners refund

(Topic created on: 24/12/17 15:56)
paul1277
Black Belt 
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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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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.

2,552 REPLIES 2,552
Moily
Pathfinder
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Agree with Alex, those are stalling tactics from Currys. Their position is well-known and won't change now without being made to.

 

If you have their email outlining their 'final position' then use that to launch a Section 75 claim from your card provider, then escalate to the Financial Ombudsman Service if no joy there (it's free to do), and finally an LBA to Currys' Registered Office followed by starting a claim via MCOL (Money Claim Online).

Gui007
Apprentice
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Hi,

 

I’ve been looking to get a refund for misrepresentation from JL for a number of months now for my KS7000 purchased in Nov 2016. I originally sent a polite email using templates off this forum, including evidence etc. I unfortunately started at the head of customer service team and each time I’ve been informed that JL would not be refunding me. Last week I thought I’d made a breakthrough when dealing with a senior customer representative who was confident that he could get me a refund. Following a senior management meeting I was then informed that no refunds would be given. I have been asking JL why my ADR had been ignored, I was asked for my legal representative to contact the JL legal team. I’m at a loss to know what my next step is. I know that A) I have around 4.5 years left to fight this case and B) I am on sound legal footing however JL are adamant that this is the final decision. I’ve spent £6000 + in the last 10 years therefore I am very disappointed with the decision. What are my options? thanks

Gui007
Apprentice
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TV
I should add that this was purchased online, using a debit card....i know why didn't i use a credit card 😞
The box, packaging and TV are all in immaculate condition.
I've asked why i'm been treated differently to other customers but they say there position is final.
Has anyone had any success with challenging JL in court or any other ways of trying to organise a refund. I've tried in-store but they say i have to deal with online. I've also tried emailing the the boss Paula Nickolds email address, same result.
From a frustrated JL customer. Next time, i'll buy from Richer Sounds and use my Credit card.
Moily
Pathfinder
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@Gui007 wrote:
I should add that this was purchased online, using a debit card....i know why didn't i use a credit card 😞
The box, packaging and TV are all in immaculate condition.
I've asked why i'm been treated differently to other customers but they say there position is final.
Has anyone had any success with challenging JL in court or any other ways of trying to organise a refund. I've tried in-store but they say i have to deal with online. I've also tried emailing the the boss Paula Nickolds email address, same result.
From a frustrated JL customer. Next time, i'll buy from Richer Sounds and use my Credit card.

Although debit cards aren't eligible for Section 75 they usually have a similar procedure called Chargeback (or similar). Check with your card provider to see what they offer in that regard.

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Gui007
Apprentice
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Thanks Moily. I've just looked into this but unfortunately i think i may be out of the time limit for the claim. 540 days ago is Feb 2017. 3 months before i purchased the TV 😞
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LeRoi7
Explorer
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Looking at some of the offers that Currys have been making to some members, it appears they're knocking off well over £800 of the original purchase price no matter which KS TV you own.

I have yet to reply to their offer and was wondering how other members on here have been responding to Currys after these offers which i personally think is an insult.

Also has anyone had a final offer from Currys as they seem intent to mess people around and insist that in their opinion the KS TV's were not misold.

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paul1277
Black Belt 
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@LeRoi7 wrote:

Looking at some of the offers that Currys have been making to some members, it appears they're knocking off well over £800 of the original purchase price no matter which KS TV you own.

I have yet to reply to their offer and was wondering how other members on here have been responding to Currys after these offers which i personally think is an insult.

Also has anyone had a final offer from Currys as they seem intent to mess people around and insist that in their opinion the KS TV's were not misold.


Unfortunately, it does seem that they are going to take this to the county court door, or until they lose a section 75.

Paul

Waynimus
Explorer
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I just want to say thanks to everyone for sharing their experiences and progress with their exchanges or refunds regarding the KS range. And especially to forum member Paul who has been a big help, more than any Samsung customer service agent has been.

 

I posted an update here a while ago where I got a result, where Samsung exchanged my KS7500 TV for a 2018 Q7FN. I believe the 2018 range has all the missing features that were promised for the KS, including the SmartThings functionality.

 

I'll keep this short and sweet; the exchange did not go well. The first TV had a cluster of dead pixels. Samsung exchanged it for a 2nd Q7FN, this was far worse and they would not accept it as faulty at all. I contact the KS engineer who visited previously and from my email and photos he agreed it was faulty and Samsung should replace it. Despite this they would not agree.

 

Luckily, the retailer PRC Direct have come through in the end. They have been difficult also in always insisting on an uplift number, which there is no mention of in the law. Luckily Samsung did provide me with an uplift number in the end, much to my surprise. PRC Direct has accepted this and has arranged collection of the Q7FN in place of the original KS7500 and has agreed to refund me.

 

2x KS7500 TVs. 5x repairs. 2x Q7FN TVs. What a hell of a year. Needless to say I won't be buying Samsung again.

LeRoi7
Explorer
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We need to keep the pressure up on Currys, i for one will never make another purchase off them and i will continue to alert anyone who'll listen about their shockingly poor customer service etc.

I hope that someone who has already started county court action or a section 75 gets a result against them soon, no matter if some of the others have decided to accept any of the offers that Currys have made.

Gui007
Apprentice
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How are even currys making offers and yet JL are refusing a refund or exchange for a long standing customer who has spent £5000+ at JL in the last few years. I’m confused.