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 So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!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 It means my KS model I bought in Jan is now deemed out of date by Samsung.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

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Navigator

Thanks @paul1277 - I have started the section 75 process, my credit card company are posting all the paperwork through now. I have all the evidence I need I think, I just need to go through the process. Thanks for your help. I will report back.

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@rosscoukwrote:

Morning,

 

No @CJH26, nothing. So I intend to start the section 75 now. Do I need to know anything beforehand?

 


That’s really quite pathetic! You have done the right thing going down the section 75 route, based on the timeline my bank gave me I should be approaching the half way point now. Not that I have heard anything back yet.

 

A bit late now but mine basically wanted an email with all the purchase details, why it was mis-sold and the evidence to support this.

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Just an update on how I'm getting on with Richer Sounds. Was just as I thought and getting a bit of pushback but am hoping it is just a case of the customer service representative not knowing the difference between returning a faulty TV and one that has been missold. He called up today and said he would look at what he could offer as a replacement. I informed him straight away that I had already purchased a replacement and wanted a full refund. He said as I had it for 18 months that I was not entitled to a full refund. I explained that that would be correct if it was faulty but as they have missold it the regulations clearly stated I am entitled to a full refund. He also said I haven't used the feature so far so not entitled to full refund to which I explained that I had been waiting for the dongle to be released and that the regulation states I have up to 6 years to make a claim. Also said if they didn't offer a full refund I would take it to the small claims court; can't use section 75. He said he would contact the accounting department and let me know next week.

I believe I'm right in everything I said to him but if anybody knows different let me know. Also if there is anything I missed that I can use I would appreciate it. Fingers cross they come back next week offering a full refund.

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Black Belt 

@Ramos049wrote:

Just an update on how I'm getting on with Richer Sounds. Was just as I thought and getting a bit of pushback but am hoping it is just a case of the customer service representative not knowing the difference between returning a faulty TV and one that has been missold. He called up today and said he would look at what he could offer as a replacement. I informed him straight away that I had already purchased a replacement and wanted a full refund. He said as I had it for 18 months that I was not entitled to a full refund. I explained that that would be correct if it was faulty but as they have missold it the regulations clearly stated I am entitled to a full refund. He also said I haven't used the feature so far so not entitled to full refund to which I explained that I had been waiting for the dongle to be released and that the regulation states I have up to 6 years to make a claim. Also said if they didn't offer a full refund I would take it to the small claims court; can't use section 75. He said he would contact the accounting department and let me know next week.

I believe I'm right in everything I said to him but if anybody knows different let me know. Also if there is anything I missed that I can use I would appreciate it. Fingers cross they come back next week offering a full refund.


Its always worth putting every thing in writing and there are letters members have used on this thread. Point out the it was only recently when Samsung admitted there would be no Dongle. Send an email to their support becaue they will know all about this issue.

Paul

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Apprentice

I accepted a partial refund/credit from RS. I was never pushing to return mine in the first place, so the fact that they even offered - purely on the basis that Samsung aren't playing ball - I figured it's worth it (even just to avoid any drama).

 

Now I just need to find a replacement... figure the LG C8 will be worth a look in, whenever it lands.

In the meantime.. can anyone recommend a short/medium term TV rental service? Any to avoid? :)

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I had a reply from JL today after I said I was disastified with their previous offer (£100 and smart things hub). I am waiting on the section 75 paperwork to come through from my credit card company. Reply below;

 

Thank you for your patience with this matter and please accept my apologies for the delay in responding while I looked into this matter further.

While I appreciate you are disappointed with the previous response regarding the Samsung Smart Things hub, our position on this has not changed. Should you wish to accept the hub and gesture of £100, this offer remains open. 

Please let me know a good time to contact you so we may process the refund and arrange for Samsung to issue the hub.

Kind regards,

Richard *****
Director Relations Case Manager
John Lewis 

 

What are the chances with the section 75? Has anyone succesfully completed? I suppose its small claims court after that.

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Black Belt 

@rosscoukwrote:

I had a reply from JL today after I said I was disastified with their previous offer (£100 and smart things hub). I am waiting on the section 75 paperwork to come through from my credit card company. Reply below;

 

Thank you for your patience with this matter and please accept my apologies for the delay in responding while I looked into this matter further.

While I appreciate you are disappointed with the previous response regarding the Samsung Smart Things hub, our position on this has not changed. Should you wish to accept the hub and gesture of £100, this offer remains open. 

Please let me know a good time to contact you so we may process the refund and arrange for Samsung to issue the hub.

Kind regards,

Richard *****
Director Relations Case Manager
John Lewis 

 

What are the chances with the section 75? Has anyone succesfully completed? I suppose its small claims court after that.


They seem to be playing the long game but I think they made a slip up by saying

"Please let me know a good time to contact you so we may process the refund and arrange for Samsung to issue the hub."

It was the refund they are offering and might be interesting if you reply accepting the refund and thanking them for it. Remember they have said they will give you a refund.

As per the section 75 it does seem to take a while, but it costs nothing and there have been no no's yet.

Looking on the HLG thread it's looking like the KS will not get the Sky HLG along with no BBC Iplayer HLG and I think a question mark on HLG over HDMI, but might be wrong.

Paul

Paul

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@rosscoukwrote:

I had a reply from JL today after I said I was disastified with their previous offer (£100 and smart things hub). I am waiting on the section 75 paperwork to come through from my credit card company. Reply below;

 

What are the chances with the section 75? Has anyone succesfully completed? I suppose its small claims court after that.


I really can’t believe how poorly John Lewis have been through this. My provider said it seems like a clear case, this week marks the half way point for me, I don’t know if yours has given any indication of time but mine said up to 8 weeks

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Explorer

I got the same email from JL. Again it’s the generic text and just they’ve just changed the name.

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So I finally heard back from my credit card in regards to my Section 75 claim.

As the smart USB extend was described as "free" it carries no value and as such the claim cannot proceed.


I told them that my claim is for misrepresentation as the device heavily influenced my decision to purchase the television and without it it wont provide the functions that it was advertised as but they are sticking to it and wont accept the claim.

This is their final response so I am now getting a letter of deadlock to send to the financial ombudsman.


I still cant get over how John Lewis have treated their customers, It shows our worth to them!

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