@Stormed wrote: My latest response from Currys:   Please accept my apologies for the delay in our response.  We are currently investigating the matter and will be in further contact when a formal company wide decision has been made, in the mean time, can you send over the following details so we can locate your purchase;  Full address given at purchase  Full name given at purchase  Receipt number  Purchase branch  Purchase date  Other than the above, we do not require further information and appreciate your patience.      This was a response through Resolver however I've also received a similar reply from  SCCCustomerSolutionsTeam@teamknowhow.com requesting the same information.  ... View more

@mrputt wrote: I've been following these posts for a while... like yourself I purchased mine through Currys. Could you let me know the email address you used? Regards. I logged my complaint through Resolver but haven't been getting anywhere. I emailed  scccustomersolutionsteam@teamknowhow.com yesterday (@ darrant1234 - thanks for posting the email address) and copied all my correspondence I have had with them through Resolver. It could well be that this has prompted the email today or it could be coincidence.  ... View more

@alex_92812 wrote: This is great news, thanks for sharing this.   My last interaction with Currys regarding my complaint was them admitting misrepresentation and offering a little over 50% of the purchase price in currys vouchers, which they confirmed was their last and final offer to me.   I expect there'll be a lot of people waiting for the result of this "formal company wide decision" Your lucky you have been offered something at least even though it's not the full refund we are entitled to. Did you accept their offer or refuse? I have been going round in circles with them trying to say the USB dongle is software, one of my questions to them on a recent email was asking what part of a USB dongle is software? They never replied to that email, then I got the chance on Resolver to escalate it to the 'Customer Services Manager' to which I received the above response today.  ... View more

My latest response from Currys:   Please accept my apologies for the delay in our response.  We are currently investigating the matter and will be in further contact when a formal company wide decision has been made, in the mean time, can you send over the following details so we can locate your purchase;  Full address given at purchase  Full name given at purchase  Receipt number  Purchase branch  Purchase date  Other than the above, we do not require further information and appreciate your patience.      ... View more

@darrant1234 wrote: which email address were you talking to?  if you look back a few pages i posted the one i had sucess with. Thanks for your reply. I actually don't know, it is whatever email addresses Resolver use.   I'll check back and use the email address you have suggested and provide them a copy with all correspondance.    Cheers. ... View more

Currys have gone quiet. My last email to them was on the 9th July - I had no repsonse, I then escalted the case on Resolver to the 'Customer Services Manager' on the 17th July and have had no response. What an amazing customer experience... ... View more

@paul1277 wrote: @matlough wrote: No, online John Lewis. Sorry I meant no physical store. Thats great as it looks like JL are now giving refunds, Well done Paul Great news. Now hopefully I can manage to get Currys to stop their childish tactics and refund me then I’ll never need to deal with them again, that’s the dream! ... View more

I called my credit card company today to ask if they have received my transaction dispute paperwork which they have done, now I wait patiently until they call me.    Meanwhile Currys are going round in circles telling me it’s an app and I keep telling them is hardware. I’ve just asked them which part of a USB SmartThings dongle is not hardware. I’m interested in what they might say to that.   Ive also told them I’ve spoken to citizens advice who have informed trading standards and I’ve filed the transaction dispute hoping they’ll take me seriously but I doubt they will. ... View more

@rozel wrote: I hate Curry's too with a vengance.  Has anyone got as far as taking them through the Small Claims Court as yet and/or planning to? I’m waiting for the outcome of my transaction dispute (section 75) before I consider other options, hopefully it doesn’t get that far though. ... View more

@Tannoy20 wrote: I just wanted to say best of luck to anyone going to Small Claims. I'm really glad to see so many people sticking up for their rights in this thread.   I sent off my Section 75 claim to my credit card company today, so could be up to 30 days on that one.   I'm fully expecting to get a refund on that due to the amount of evidence included from my contact with JL, but I'll keep coming back to this thread to keep it updated and like reading the updates from others as we pursue this!     I submitted mine yesterday too, best of luck! ... View more

I’m glad to hear others are having success, I wonder if many others who aren’t posting here have had success also.    Well my dispute has been sent first class recorded to the credit card company.   Citizens Advice have told me they have reported it to trading standards also. ... View more

I'm having no luck with Currys whatsoever, they keep sending me different variations of the same response, the most recent being:   "Thank you for your email dated 26th June 2018.  Please accept my apologies for the delay in this response.  On your request my response is via email.  It is concerning to learn of the issues that you have raised with regards your recent television purchase.  Whilst I understand your frustrations,  the removal of this feature was instigated via Samsung, therefore it was something that we had no control.  We can't be held responsible for the removal of any third party services, it is likened to an APP that is no longer available, with this in mind, we are unable to accept your request for a replacement or refund.  Thank you for taking the time to contact Team knowhow.  Although this may not be the response you were looking for I trust we have clearly explained our position on this matter. " Provided them with the relevant section of the Consumer Rights Act 2015, I keep pointing out it's not an APP, it's hardware, included sample letters from this forum that I have modified pointing out links to their website and provided with the ADR recommentation that has been posted here. I have been using Resolver and have 14 days until I can escalate it to the CEO's office. Not that they'll care either.    I am posting of my claim to the credit card company today, I have included the ADR recommendation, screenshots from Currys website, my communication with Currys, pointed out that it's not an app and was part of the advertised TV specifications etc.    I'll let you know when I have any updates.  ... View more

@paul1277 wrote: @Stormed wrote: I’m currently getting together the relevant documentation and evidence to post to my credit card company to dispute the transaction.    Ill be be posting it all off on Monday and will keep you all updated. Currys will be defeated (hopefully). It might also be useful to include the ADR result poster here to show an independent body has already ruled it as misrepresentation.  Paul Thanks, I will do. I’m including the communication I’ve had with Currys, the emails I have sent have been created using the templates here which I have found very useful and I’d like to thank those for sharing! ... View more

I’m currently getting together the relevant documentation and evidence to post to my credit card company to dispute the transaction.    Ill be be posting it all off on Monday and will keep you all updated. Currys will be defeated (hopefully). ... View more

@mrtickle wrote:   @Stormed wrote: I have contact my credit card company to get the Section 75 started! It’s the first time I’ve had to contact Currys about something and can’t believe how shocking their customer service is, it might as well not exist! I don’t intend to purchase anything from them again that’s for sure. Good. Please tell EVERYONE you know how bad they are. Word of mouth is the only way we'll beat them.  Most people who are on the receiving end of their after sales insults (not "service") feel the same way but we are all drowned out. I won't even buy batteries from them.   I remember the sales pitch when I purchased the KS7000 they asked what I would be connected by HDMI, I said a PS4 and Sky. They said I’d need to buy a special faster HDMI cable to get the most from the PS4, I knew this was a lie and asked will the one supplied with the PS4 not be good enough? I was told something like it might not be fast enough.   Sometimes I can’t tell if the staff know they are lying or if they don’t know anything about what they are selling.   Their after sales is awful, they don’t care what they have sold you once they have your money. Shame the store I bought the TV from has closed or I’d be bringing it back and demanding a refund. ... View more

@paul1277 wrote: @Stormed wrote: I'm fed up with Currys, I have sent 2 emails to them, received 4 auto responses and 2 replies since the 12 of June. I would call them but I want everything in writing. I have just contacted Citizens Advice using their online form and asked for Currys to be reported to Trading Standards, I have also contacted BBC Watchdog. Everyone else who bought with Currys or any other retailer for that matter please do the same, the more pressure we can put on them the better!!   I think curry's are going to tough it out until a court or section 75 goes against them. We know we are correct and so does curry's, but until they loose at court they do not have to comply. Richer sounds lost the ADR and jl seem to be doing the right thing. I don't think any emails will shift them and it looks like section 75 or county court. Still ADR for online sales. I really do not think it will end up at court once they receive the intent to take legal action.  All it will take is one good result just like with richer sounds.  Paul I have contact my credit card company to get the Section 75 started! It’s the first time I’ve had to contact Currys about something and can’t believe how shocking their customer service is, it might as well not exist! I don’t intend to purchase anything from them again that’s for sure. ... View more

I'm fed up with Currys, I have sent 2 emails to them, received 4 auto responses and 2 replies since the 12 of June. I would call them but I want everything in writing. I have just contacted Citizens Advice using their online form and asked for Currys to be reported to Trading Standards, I have also contacted BBC Watchdog. Everyone else who bought with Currys or any other retailer for that matter please do the same, the more pressure we can put on them the better!! ... View more

@Jep_uk wrote: As promised:   Insert date Reference: Insert name / John Lewis – Samsung insert model number e.g. ue55ks8000 Dear Sir or Madam,   I am writing to you to with regards to the mis-selling of the Samsung UE49KS7000 TV. I bought the set, in insert month and year for £xxxx, under the belief that the TV would be suitable for controlling SmartThings devices with the inclusion of a SmartThings Extend USB adapter. This was due to advertising on your website, which was presented in two different locations; the first as a general Samsung information page for their 2016 SUHD TVs from the following link:   https://www.johnlewis.com/electricals/samsung/smart-tv/c9601000048?rdr=1 (link no longer works as the advert has since been removed)   and the second on the device product page, which is still available online and can be accessed by the link below:   INSERT WEBLINK TO THE SPECIFIC WEBPAGE FOR YOUR TV MODEL – This is accessible from google, just type in John Lewis Samsung and your tv model and it should show you the page, check that it does have the Smartthings extend description.   Given the time of the purchase (Insert month and year), the purchase is covered by the Consumer Rights Act 2015, which became law on 1st October 2015, which replaced three major pieces of consumer legislation - the ‘Sale of Goods Act’, ‘Unfair Terms in Consumer Contracts Regulations’, and the ‘Supply of Goods and Services Act’. Under this new act, all products must be of satisfactory quality, fit for purpose and as described.  ‘As described’ means that the goods supplied must match any description, or any models or samples shown at the time of purchase.   From the link above, you included the following text for advertising the TV:   “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.”   Where the footnote states:    “**With free Samsung SmartThings Extend USB adapter available within 2016.”   Samsung have only recently announced that these SmartThings Extend USB devices will not be made available for owners of the KS range of TVs, which means that the TV does not and will never have the functionality as identified above, as detailed in your adverts. As such, the TV you have supplied is not as described as per your advertising. It is noted that the Consumer Rights Act is applicable for a period of up to 6 years following the purchase for cases of mis-representation, as identified in Item 105 within the commentary for Section 1, which states:    ”Under the law of England and Wales and of Northern Ireland, claims for breach of contract are subject to a limitation period of six years from the date of the breach of contract…….. Because the protections provided under this Part of the Act operate on the basis of contract law, the consumer has 6 years within which they may pursue remedies for breach of one of the statutory rights.”   Whilst 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 (the consumer) for entering the contract of sale with you (the trader).   As you are in breach of contract, and repair and / or replacement will not resolve the issue, i.e. item not as described as opposed to faulty, then I am within my statutory rights to ask for a full refund of the original cost paid.   As further evidence for the case of misrepresentation for the sale of Samsung KS TVs which advertised the SmartThings Extend device and SmartThings control capability of the TV, it is noted that Retail ADR have recently been involved in a case between a Samsung KS TV owner and Richer Sounds and have agreed that there was a clear case of misrepresentation by the retailer based upon the retailers adverts on their website. Their website, like yours, stated that the TV would be provided with the SmartThings Extend device and that the TV could be used to control SmartThings devices.   I await confirmation that you will provide the remedy set out above within 14 days of the date of this letter.   Yours faithfully   INSERT NAME   Thank you very much for that, I’ve edited it and sent it to Currys. They reply so slowly (two responses in 20 days) and their responses don’t even address the points I’ve made.   I gave them 14 days to offer a refund or exchange towards another TV or I’d contact my credit card company for Section 75 which I have done this evening. Fingers crossed!   ... View more

I've had a response from Currys:   "Thank you for your email dated 18th June 2018.  I would have liked to discuss this further over the telephone, however, it was not possible to locate a contact number for you.   I am sorry that you did not receive this extra.  The removal of this feature was instigated via Samsung, therefore it was something that we had no control.  We can't be held responsible for the removal of any third party services, it is likened to an app that is no longer available, with this in mind, we are unable to accept your request for a replacement or refund.   Although this may not be the response you were looking for I trust we have clearly explained our position on this matter. "   I'm going to reply reminding them that it is the USB SmartThings extend that is missing.  ... View more

I came across this too:   https://web.archive.org/web/20161125085436/http://www.currys.co.uk:80/gbuk/tv-and-home-entertainment/televisions/televisions/samsung-ue49ks7000-smart-4k-ultra-hd-hdr-49-led-tv-10144282-pdt.html#tab1     Cloud gaming   The UE49KS7000 allows you to play and enjoy games on the TV, even without a games console. A large range of ultra-high definition games are available in the cloud, adding yet another form of entertainment for your family to enjoy.   Have we ever had a large range of ultra-high definition games are available in the cloud?  ... View more

@paul1277 wrote: @Stormed wrote: @Eliotrw wrote: Having good success with RS   JUst arranging for them to drop off  a B7 OLEd and pick up the KS7000. I send the difference in cost on card.   Not a bad deal then Screen size upgrade as well RS seem to be on the ball unluckily I purchased from Currys and haven't had a human response in 7 days, I have had two auto responses though. Awful customer service.  Have you used the which tool I think on first page of this thread. It putsthe legal bits in.  Paul.  I didn't use the tool but used some of what others had posted on here and my first email was:   The Samsung 49KS7000 is not as described. At the point of purchase, I was led to believe that the TV would come with a Smart ThingsExtend (see link below from your website) which it didn’t. One of the main reasons for purchasing at the time was the promise from store staff that I would recieve a Smart ThingsExtend when they became available. The Smart ThingsExtend was never recieved by me despite promises from store staff after checking on a couple of occasions with them after purchase, the store has now closed. On this basis I have been mis-sold the television.   Samsung have confirmed the USB device to allow the TV to be part of the SmartThings eco system will not ever be released and as such this is a breach of the 2015 Consumer rights act for misrepresentation.   Quote from website: "Samsung’s 2016 SUHD TVs have a built-in SmartThings hub, which is normally bought separately. Your new TV will come with the SmartThings Extend, a small USB-like dongle that plugs into your TV. Once you’ve done this, switch on your TV and connect to Wi-Fi."   Here is a link from your website mentioning this:   http://techtalk.currys.co.uk/tv-gaming/tv/how-to-control-your-home-from-your-smart-tv/   and a further link:   https://www.currys.co.uk/gbuk/samsung-tv-technology-1888-commercial.html   The Consumer Rights Act 2015 makes it an implied term of the contract I have with Currys that goods be as described, fit for purpose and of satisfactory quality.   As you are in breach of contract and I've owned the product for less than 6 years I am within my statutory rights to ask for a full refund given at no further cost to me.   Other retailers have acknowledged this with their customers and I trust Currys can provide a full refund or exchange towards a model of the same specification or higher. I have all the original packaging and the receipt.   I would appreciate your acknowledgment as soon as possible, I await confirmation that you will provide the remedy set out above within 14 days of the date of this email otherwise I will be contacting my credit card company and filing under Section 75 of the consumer credit act. ... View more

@Eliotrw wrote: Having good success with RS   JUst arranging for them to drop off  a B7 OLEd and pick up the KS7000. I send the difference in cost on card.   Not a bad deal then Screen size upgrade as well RS seem to be on the ball unluckily I purchased from Currys and haven't had a human response in 7 days, I have had two auto responses though. Awful customer service.  ... View more

I recieved a reply from Currys, I think I'm just going to email them the same email again.   We are really sorry that we haven't contacted you within our timescales, we really do hope that your query has been answered. It may be that you have visited one of our stores or called us to discuss your query.   However, if you feel the matter remains unresolved, please contact us on 0344 800 9090 or alternatively please respond including a contact number for us to call you at a convenient time and one of our colleagues will be happy to assist.     Thank you for your patience and once again please accept our apologies. ... View more

@OneManTagTeam wrote: I have KS7000. Would someone who has successfully received a replacement or refund from Currys website be kind enough to PM a copy of their email or letter they sent to get it sorted? I bought on September 2016   i have autism and dyslexia so I not very good at getting my point across with what I mean and help would be very appreciated. I will change any specific details into my own.   Thank you very much @OneManTagTeam - I'm happy to send you what I sent to Currys. I basically copied one of the emails from the first couple of pages and added a bit extra. It's been six days since I emailed Currys and have not yet had a response (apart from an auto-response). I did give them 14 days to either agree to me returning the TV and being issued with a refund or suitable exchange otherwise I said I would contact my credit card company and go down the section 75 route although theres no guarantee that would be sucessful either.  ... View more

@Stormed wrote: @paul1111 wrote: @crashcris wrote: Just over a week ago on page 337 of this thread AntS wrote - “2016 SUHD TV’s support UHD HDR HLG via Broadcast, Satellite & Terrestrial & from USB, not any other source. They do support UHD HDR via HDMI, just not when encoded using HLG.”   was the response I received when I asked the engineers about EDID and other ways of delivering HLG on a KS Series TV. I’d be very much inclined to interpret the above as no action will be forthcoming for enabling further means of HLG support on KS Series TV's."   Meanwhile 10 hours ago today @Stormed...reported this message from Sansung- "Upon checking, your TV supports HDR (High Dynamic Range) and HLG (Hybrid Log Gamma) from 4K contents via external devices connected through HDMI cable."   Which directly contradicts what @AntS wrote.   I think, however that Samsung in their statement to @Stormed wrote HDMI instead of USB. I think it was a slip of the mind and finger.   I hope I'm wrong otherwise how else can you explain such differing statements both coming from Samsung? @Thanks for showing what @AntS actually said so @mrtickle where was the misrepresentation in what I said.  I suspect this is the case and I have replied to Samsung asking them to explain the difference between the two responses. I feel like I am wasting my time emailing Samsung as it's not going to achieve anything, I highly doubt emailing them about HLG is going to prompt any sort of action by them.   They have referred my query to a Product Support Specialist.    " We appreciate your time in contacting us for assistance and we sincerely understand where you coming from.   Samsung takes feedback from our customers seriously, especially from a loyal customer like you. Rest assured that it will not be taken for granted. It will help us enhance our services and improve our products.   We understand that you wanted to ensure that your TV will support HLG contents via external devices such as Sky Q box. We'll be glad to assist you further.   We have forwarded the matter to our 'Product Support Specialist' so we can coordinate with our engineers for confirmation." ... View more

@paul1111 wrote: @crashcris wrote: Just over a week ago on page 337 of this thread AntS wrote - “2016 SUHD TV’s support UHD HDR HLG via Broadcast, Satellite & Terrestrial & from USB, not any other source. They do support UHD HDR via HDMI, just not when encoded using HLG.”   was the response I received when I asked the engineers about EDID and other ways of delivering HLG on a KS Series TV. I’d be very much inclined to interpret the above as no action will be forthcoming for enabling further means of HLG support on KS Series TV's."   Meanwhile 10 hours ago today @Stormed...reported this message from Sansung- "Upon checking, your TV supports HDR (High Dynamic Range) and HLG (Hybrid Log Gamma) from 4K contents via external devices connected through HDMI cable."   Which directly contradicts what @AntS wrote.   I think, however that Samsung in their statement to @Stormed wrote HDMI instead of USB. I think it was a slip of the mind and finger.   I hope I'm wrong otherwise how else can you explain such differing statements both coming from Samsung? @Thanks for showing what @AntS actually said so @mrtickle where was the misrepresentation in what I said.  I suspect this is the case and I have replied to Samsung asking them to explain the difference between the two responses. I feel like I am wasting my time emailing Samsung as it's not going to achieve anything, I highly doubt emailing them about HLG is going to prompt any sort of action by them. ... View more

@Gimpfont wrote: Stormed - Thanks for that, a good response. Wonder if this means that our TVs are displaying HLG on the correct gamma curve.   Sewarner - Can you let me know how you are getting on with the JL refund? Did you have the smart things advertisement when you bought yours? It is a positive response although I won't get my hopes up, as it could be a misunderstanding by the customer service agent. Fingers crossed though! ... View more

For those that have dealt with Currys, how long have they usually taken to respond? ... View more

I replied to Samsung asking if the KS7000 would support HLG over HDMI whenever Sky update their Q software. I was told:   "We understand that you wanted to confirm if your TV model (UE49KS7000UXXU) supports HDR or HLG contents from external devices via HDMI cable such as Sky Q box. We'll be glad to assist you.   Upon checking, your TV supports HDR (High Dynamic Range) and HLG (Hybrid Log Gamma) from 4K contents via external devices connected through HDMI cable. This includes broadcast services (ensure that latest software version is installed). It is just the 4K version of BBC iPlayer that is not currently supported on your TV."     ... View more

I think the response from Samsung is contradicting, first they said that " Since BBC iPlayer is a third party application, it is the application provider that dictates the specific features or version that will be applied in any of our Samsung products." then they said "As of this time, we have no plans to enable the UHD version of BBC iPlayer on 2016 UHD or UHD Blu-ray players."   I'm confused by this, do they mean they can update iPlayer but they don't want to or are they waiting for the BBC to request it to be updated for our models? ... View more