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KS Owners refund

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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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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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Well, I'm still getting the run around from John Lewis as well after alot of time, effort and being thrown around between departments... Their latest is the smartthings hub offering which I have declined and have posted their offer and my response below.

 

Heres hoping that they listen as next on my list is starting a section 75 with my credit card company

 

Any thoughts / suggestions will be  gratefully received...

 

FROM JOHN LEWIS...

 

Dear Mr XXXX, 

Firstly may I introduce myself, my name is XXXX and I am the Section Manager in the Technical Support department in John Lewis Norwich. 

Thank you for your email and I would like to apologise in the length of time it has taken to resolve your query.

I have contacted our buying team and Samsung directly who have both acknowledged your situation. 

Samsung are offering a SmartThings hub, free of charge (this would normally cost £99.00) to any customers who have purchased these televisions. You will be able to claim this by contacting: support@smartthings.co.uk

This should replace the dongle that was previously advertised and resolve the issue for you. 

I acknowledge this resolution is not to your request, however this will allow you to use all the functionality on your TV as purchased. 

Kind regards, 

XXXX
Section Manager Technical Support
John Lewis Norwich 

 

MY RESPONSE...

 

 

Dear XXXX,

 

Thank you for your response although I am not satisfied with your proposed solution for the reason below…

 

The Samsung Hub that is suggested as a remedy absolutely does not allow the functionality that the TV was advertised as having on your own website here…  https://www.johnlewis.com/samsung-ue55ks9000-curved-suhd-premium-hdr-4k-ultra-hd-quantum-dot-smart-t...

 

The particular part that I refer to is…

 

  • “Control Your Connected Home With SmartThings Extend.

    Developed alongside SmartThings, Samsung’s SUHD TV will have built-in software to let you do anything from switching on your lights to locking your doors**. It will connect to over 200 SmartThings compatible devices and put your    home under complete wireless control – all from your TV.” This way, you’ll be able to set the right scene in your living room    without getting off the sofa. Please note that this feature is coming soon

 

The Samsung hub will not allow control of smart things from the TV as advertised as it only allows the TV to be a ‘Thing’. The SmartThings Hub would need to be controlled from a mobile or tablet. It is also important to know that control over the TV is limited, for instance it is not possible to switch the TV ON from standby.

 

This is clearly not the same functionality offered in your advertisement and that which is still available on your website as detailed above

 

Whilst I understand you may have used information provided by the manufacturer (Samsung), it is your duty to ensure that the information you provide to the consumer is accurate, as this information was used as a basis by me for entering the contract of sale with you and in my decision to purchase this particular TV from yourselves.

 

As this feature was announced as a function native to the TV and then subsequently dropped, this is now something that the TV will never be able to achieve despite it being advertised as being able to do so. The consumer rights act 2015 protects against this under "As described", defined as… The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.

As the TV no longer matches the advertised features, and still shown on your website, this is in breach of this section of the sale of goods act, under the Consumer Rights Act.

 

You state that yourselves and Samsung acknowledge my situation, and I hope that means you acknowledge that you mis-represented the TV in your advertising?

 

As I have been mis-sold this TV, I have a right to a full refund of the original purchase price and that is what I require please.

 

As previously stated, I would accept this in the form of store credit rather than cash as currently I remain loyal to John Lewis and would wish to purchase my next TV from yourselves.

 

Regards, XXXX

 

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I made claim with currys but they provided me just the dongle and £150.

Then i opened a sector 75 claim with my credit card company and they responded after couple weeks with the following:

1. They will provide full refund for the tv but i have to sell the TV (provide proof ) and they will provide me the difference of the price.
2. if i dont accept. , I "may wish to seek legal advice, if so please contact your solicitor. Another option is to speak with your local Citizens Advice Bureau or Money Advice Centre."

 

 

What should i do?

I paid for extended warranty too with this TV but it was covered for the full refund.

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If i am reading correctly, they want you to sell the TV to a buyer and they will refund you the difference between the sold price and the price you brought it for?

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@Elavarasan wrote:

I made claim with currys but they provided me just the dongle and £150.

Then i opened a sector 75 claim with my credit card company and they responded after couple weeks with the following:

1. They will provide full refund for the tv but i have to sell the TV (provide proof ) and they will provide me the difference of the price.
2. if i dont accept. , I "may wish to seek legal advice, if so please contact your solicitor. Another option is to speak with your local Citizens Advice Bureau or Money Advice Centre."

 

 

What should i do?

I paid for extended warranty too with this TV but it was covered for the full refund.


I find it hard to understand that response and I would inform the credit card issuer that you find that response unreasonably and where does it say in the section 75 regulations, anything like that as a resolution,  as it does not?  Point out as they recognize that there has been misrepresentation then under section 75, it is a clear breach of contract and the only resolution under section 75 is a full refund of all monies paid,  with no conditions. Then request it goes to appeal,  again which is free and point out the your credit card issuer has  accept misrepresentation but are refusing to give a full refund which you are entitled to. One word outrageous!  Who is your credit card company. 

Paul

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Thats right.

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thats right.
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As someone who has had success through section 75 it's not a million miles away from my experience. Tesco credit card asked me to send them the tv so they could sell it to mitigate their loss. My understanding is that it is the credit card company, not the retailer, who lose out in a section 75 claim. This was certainly how Tesco explained it to me. 

So I was happy to send them the tv. They paid the postage and packing costs.

Up to you of course but perhaps suggest sending them the tv and let them worry about selling it?

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@Elavarasan wrote:

I made claim with currys but they provided me just the dongle and £150.

Then i opened a sector 75 claim with my credit card company and they responded after couple weeks with the following:

1. They will provide full refund for the tv but i have to sell the TV (provide proof ) and they will provide me the difference of the price.
2. if i dont accept. , I "may wish to seek legal advice, if so please contact your solicitor. Another option is to speak with your local Citizens Advice Bureau or Money Advice Centre."

 

 

What should i do?

I paid for extended warranty too with this TV but it was covered for the full refund.


Do you mind sharing you case reference and/or name? (private message perhaps) 

If I had been offered that I'm likely to have sold the TV (to a friend) for an excellent price. Provide proof of this. Then claimed the difference. 

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@Tyler_Durden wrote:

@Elavarasan wrote:

I made claim with currys but they provided me just the dongle and £150.

Then i opened a sector 75 claim with my credit card company and they responded after couple weeks with the following:

1. They will provide full refund for the tv but i have to sell the TV (provide proof ) and they will provide me the difference of the price.
2. if i dont accept. , I "may wish to seek legal advice, if so please contact your solicitor. Another option is to speak with your local Citizens Advice Bureau or Money Advice Centre."

 

 

What should i do?

I paid for extended warranty too with this TV but it was covered for the full refund.


Do you mind sharing you case reference and/or name? (private message perhaps) 

If I had been offered that I'm likely to have sold the TV (to a friend) for an excellent price. Provide proof of this. Then claimed the difference. 


But under the section 75 there is no mention about having to return any item.  It is a breach of contract which may you are entitled to a full refund. Again I would take it to appeal and test it,  as they are not arguing about actual misrepresentation,  so you are asking the appeal as to what the refund should be. 

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I bought a KS9005 on 07.2017 because I believed in Samsung's promisses to bring us HDR10+ in a future update. 

So, I live in Finland and  just contacted the store where I bought it from and asked for a refund.
I contacted Samsung about this matter and they said they "do not offer refunds". Samsung representer said I made a contract with the store when I bought the TV, so they told me to contact the store directly.

The store now contacted Samsung and we are waiting for Samsung's answer.


I will let you guys know how this goes.


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