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Samsung: OFFICIAL BLU-RAY 2.03 FIRMWARE UPDATE THREAD
- 9/18/09 1:21 PM
Service Request
by 31delph - 9/29/09 3:57 AM In reply to: Turn around time? by Samsung_HD_Tech
4005516280
Thanks!
not much faith
by nostro69 - 9/28/09 10:49 AM In reply to: Stuck on load by Samsung_HD_Tech
I have been on the phone with them for a week. I have faxed my POP 3 times only to be told it takes 2-3 days and even then they did not get it. Today I emailed them a scan of the POP and once again they said that it would be 2-3 days call back. The machine was manufactured Mar 09 so it is not even 1 year old. This is the worst customer support I have ever delt with.
Case #
by nostro69 - 9/28/09 11:30 AM In reply to: Stuck on load by Samsung_HD_Tech
This is my case # 4005568808
Case #
by Samsung_HD_Tech - 9/29/09 11:34 PM
In reply to: Case # by nostro69
nostro69,
I'll look into this. I'm sorry for the inconvenience.
--HDTech
imagine the possibilities
- Click here to visit the Samsung forum
- Click here to visit the Samsung store on CNET
Support Nightmare
by nostro69 - 10/14/09 6:15 PM In reply to: Case # by Samsung_HD_Tech
Does the fun ever stop.
Just to give you an update. So I got the POP thing ironed out and received prepaid sipping information as a quest reword. I sent it the next day and on 10-5 received a conformation email that they received it.
"We received your Samsung BD-P1600/XAA on 10/02/2009 at 13:51:00.
Your product should be ship back to you within 5 business days, you can also check the real time repair status by clicking the "Repair Self Tracking" button in this e-mail."
This is the one and only communication that I have received from Samsung support.
I was not able to get the repair tracking to work, I kept getting a "invalid phone number error???". When I called support they did not know why I was getting the error but assured me that if I would just give them some time all would be well.
I do.
It's 10-12 and I have not heard a word so I call. They said it looked like the machine had been repaired and had been shipped out. When I asked for a tracking number I was told that that information had not been added to the ticket yet and to call back.
It's 10-13, I call and am told that there is still no tracking number and I should call the repair center directly for status. When I call the number that they gave me I was told that they could not talk to me and that would have to call this SPECIAL elevated support number and by the way, they are closed for the day.
This morning 10-14, I called the special number and was told that they could not fix my unit and where going to send me a replacement. When I asked when I might expect this replacement, I was told that it had to go through an approval process first. The representative told me that the process can take from 7 to 14 days and to call back next week.
That's where I'm at, Extremely frustrated with the process and treatment that I have received. Am I going to ever see a machine? I don't know. History tells me that the next time I call I could get an entirely different story.
Nothing is perfect, things break and need to be fixed. That is what a warranty is for, but it is hard for me to think that Samsung cares about the customer after they have bought a Samsung product. I feel like I have gotten the smelly end of the stick on this one.
Ridiculous!!
by soundgarden1 - 10/14/09 7:12 PM In reply to: Support Nightmare by nostro69nostro69,
I feel your frustration... your experience is sadly, a common occurance right now. The position that Samsung support has put you in, and as an electronics business owner, I can say that it is unacceptable. I would work towards a refund and buy a PS3. Sad to say, but this has gone too far and has been a long standing epic battle to get these machines to work as intended... and for the support departments to drop the ball in such frequent and unprofessional ways, it's criminal. I feel that consumer patience is being taking advantage of, and nothing significant is being done to improve product issues and customer relations. Just my two-cents.
Good luck with your player!
Almost 2 months and NOTHING!
by nostro69 - 11/15/09 6:53 AM In reply to: Support Nightmare by nostro69Well it’s 11-15-09 and I am still getting the runaround. I have not gotten any emails on status and when I call they have no answers and the representative says they will send some emails to find out. When I call back (I am calling every other day now) I get the same response.
I am at the point now where I do not feel that I will ever get this resolved through Samsung. When I ask to talk to someone in charge I am told that I am at the highest level and have no place left to go.
Does anyone have any suggestions on what I can do next? Is there a consumer group that I could contact?> I can’t be the only consumer that has been ripped off by Samsung.
Is there any legal recourse that anyone can think of?
I need some help, I am very frustrated at this point and am considering putting my experience with Samsung on every review site that I can find and contacting a local San Francisco television station who likes to help consumers in my situation. Other than that I don’t know what else to do.
Should I install 2.03 NOW?
by xraffle - 9/19/09 8:52 AM In reply to: OFFICIAL BLU-RAY 2.03 FIRMWARE UPDATE THREAD by Samsung_HD_Tech
HDTech,
I had problems with 2.02, so I downloaded 1.04 as soon as it was up on the site. So far, I really like 1.04 and I've had very little problems with it. In fact, it has given me the least amount of problems out of all the firmwares I've used. 1.04 fixed my lip sync problem I was having and it fixed some of the compatibility problems I was having before.
So, my question is: should I install Firmware 2.03 NOW or wait until I need to (i.e. if/when I buy the Wolverine movie or other BDs with compatibility issues)? I'm kind of afraid to download this firmware update now because 1.04 has been working so well for me that I don't want to mess up something that's working fine.
Thanks for your time.
Should I install 2.03 NOW?
by Samsung_HD_Tech - 9/24/09 3:37 AM
In reply to: Should I install 2.03 NOW? by xraffle
xraffle,
It's up to you. If you decide to update and have troubles with it after the update and a revert doesn't fix it, call 800-SAMSUNG, get a transaction number and I'll see what I can do to assist in getting affected units fixed.
--HDTech
imagine the possibilities
- Click here to visit the Samsung forum
- Click here to visit the Samsung store on CNET
Minor Netflix problem
by RedZeppelin - 9/19/09 11:42 AM In reply to: OFFICIAL BLU-RAY 2.03 FIRMWARE UPDATE THREAD by Samsung_HD_Tech
I've only watched one feature on Netflix since installing 2.03 but it worked perfectly.
The only problem I'm having now is one I had with 1.04 as well. Many times if I try to start Netflix immediately after turning on my 1600 it won't connect to the online service. It will simply stick at the red loading screen and stay there indefinitely. Turning the player off and back on doesn't help.
But if I load Pandora and let a song start playing then exit and go back to Netflix it works every time. It's almost as if Netflix isn't initiating the network connection properly and needs a kick-start from another network application.
Very strange.
So far, though, this is the best firmware I've experienced to date. Kudos to Samsung for this one.
I think I figured out the problem
by RedZeppelin - 9/22/09 5:59 AM In reply to: Minor Netflix problem by RedZeppelinThe other day I launched Pandora immediately after starting up my 1600 and I got a connection error. I simply waited a few seconds and tried again and it worked.
I'm guessing that's related to the connection problem I was experiencing with Netflix. It seems that the 1600 takes a few seconds to recognize and/or connect to the network when it first boots.
Now when I first turn it on I wait for about 30 seconds before launching any of the network applications. Since I've started doing that I've yet to have any connection problems with Netflix or Pandora.
Minor Netflix problem
by Samsung_HD_Tech - 9/24/09 3:45 AM
In reply to: Minor Netflix problem by RedZeppelin
RedZeppelin,
When you see the four icons appear on the screen, give it about 30 seconds to see if it's the network initiating a wireless connection. I notice on mine that the internet isn't "instantly connected", but takes about 20 seconds. I'd be curious to know if waiting that 20 seconds after the four icons appear if you're able to just go directly into Netflix.
Keep me posted.
--HDTech
imagine the possibilities
- Click here to visit the Samsung forum
- Click here to visit the Samsung store on CNET
Thanks
by RedZeppelin - 9/24/09 8:30 AM In reply to: Minor Netflix problem by Samsung_HD_Tech
Waiting 20 or so seconds before trying to connect to Netflix has worked every time so far.
I'm on a hard-wired network connection, so it would seem it still takes a few seconds to connect to the network that way as opposed to just wirelessly.
Thanks
by Samsung_HD_Tech - 9/25/09 8:43 PM
In reply to: Thanks by RedZeppelin
RedZeppelin,
I'm guessing it takes that long for the system to boot up, go through the POST and then connect to the online connection.
--HDTech
imagine the possibilities
- Click here to visit the Samsung forum
- Click here to visit the Samsung store on CNET
Netflix
by ikesterhaney - 9/19/09 1:16 PM In reply to: OFFICIAL BLU-RAY 2.03 FIRMWARE UPDATE THREAD by Samsung_HD_Tech
Are there any Netflix fixes?
I have been having problems with the playback position in Netflix. I watch an episode or movie and Netflix reports that only a few minutes have watched. If I pause/stop and come back, the show starts off at the wrong position.
Thanks.
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