Samsung forum: Problems with BD-P1500 Playing DVDs and CDs

BUMP ... any chance of a response to this question please Mr Samsung? Thank you.

Thanks for your response. I am in Australia and you have referenced a firmware in the US would it be safe to update my Australian unit with this firmware? I note that their is not a firmware update available at the Samsung.com.au website.

Gary

Mr Samsung, the problem I have is that I received the BD Player via redemption for "free", direct from Samsung Australia after buying a 52" Series 6 LCD TV, so I can't take it back to a retailer.

I've contacted Samsung Australia about the problem numerous times, the Tech Support people tell me that the problem can't be fixed by a service technician and that I have to wait until the firmware is released, problem is I have been waiting for over six weeks.

Two weeks ago (28th October), I was told the firmware was on it's way from Korea and would be online at the latest by last week (November 7th) but it hasn't appeared yet, I feel I was told that so I'd get off their back.

The BD-P1500 is obviously not "free from inherent defects in materials and workmanship" (which is what the online warranty statement says) yet they haven't got any firmware (or eta), have told me it can't be fixed by service, and they won't even tell me why they won't replace it under warranty.

I'm frustrated and disappointed by this situation, what would you recommend I do about this?

I know what its like mate, have you tried playing any CDs? Its the same or worse in my experienc, and it doesn't surprise me that update didn't fix the problem.

My experience with Samsung customer service has been disgraceful, so don't bother with them.

When I first rang them about the problem in September the Service Tech said he'd get a DVD with firmware to fix it sent to me, I expected it a few days later, but two weeks later when I rang to ask when it was coming they said they don't know!

I'd been waiting for six weeks for the firmware to come, and after a couple of calls and "we don't know when it will be available"s I complained to one of the "customer care" staff, asked to speak to manager etc, "she's not availabe" then he told me he would get it exchanged but he gave me a fake name - when I called back there was no person with the name he told me his was working there.

The Customer Servicer Manager was "busy" again a week later when I rang for the 5th time about this player, the next day one of her staff rang me and told me the software was on it's way from Korea and would be available the next week, it turns up 3 weeks later - they expected me to believe Samsung would be posting the firmware from Korea?

Lies, lies, lies - just to appease the customer, basic error in managing customers that one.

I was so angry I typed a two page letter describing my sad, sad experience with his customer care team and faxed it to the National Manager, i followed up the fax with phone calls the next day after being ignored, and later someone rang to say I can send the player to the service centre to get checked for replacement, which i did just a week ago. The service centre rang today and said the unit had been *fixed*, so how come it can suddenly be *fixed* by a service centre call?

I'll have to wait and see if it has been fixed because I can't pick it up for two days but I will be sure to report back here if it works or not.

I guess their tactic in making people wait for this firmware is that they didn't have to pay the service centres any money to look at the faulty players in the vain hope the problems would have been fixed by the update - obviously it's better to lie to customers rather than fix their problems. You expect that sort of treatment from the second-hand shop down the road, not a multi-national company.

My advice to you would be to get the player to your nearest service centre as soon as possible for repair, don't talk to Samsung Customer Service again you'll just be wasting your time. There is only one agent in Melbourne and it took them a week from receiving it to call to say it was fixed, which isn't too bad - if it works.

I know for sure any future hi-fi component or phone or TV or whatever I buy won't have the Samsung brand on it ... and I sure won't be recommending their products to others.

I picked up my BD-P1500 today and in the small amount of time I had, I managed to get a single commercially released DVD to play for about 30 minutes and a DVD-R with home movies on it to play for a couple of minutes. The DVD I had never tried to play before but the 30 minutes is a "record" for playing without a problem on this machine, the DVD-R played okay but didn't load at all before the repair at the service centre. So things have been done to it.

From the report sheet from the repairer:

Service Details: Replaced mechanism, reassembled and tested ok.
Parts: Assembly Loader

What I'd like to know from Samsung is, why was I told seven weeks ago that this "problem could not be solved by a visit to the service centre, it can only be fixed by the firmware update"? The firmware hasn't been applied yet ... cheapskates.

Good luck with your repair.

Applies to commercial as well as burned media.

Samsung Technical Support sent me the latest firmware but that did not help. I was instructed to send it into CVE in Riverdale, NJ and it was issued Ticket No. 4003719313. I never heard from CVE so I called in and they are telling me that the 90 day labor warranty has expired (purchased 12/08) so it will cost a flat labor rate of $85.60 to repair it. Unfortunately, they cannot tell me what needs to be done and say that this is a flat rate and that any parts are covered under the one year parts warranty.

Reading this thread, as well as others, it's clear that Samsung has a design defect associated with the common problem. It, therefore, is my opinion that Samsung should be covering this as a recall and not charging for any parts or labor.

CVE claims it simply is a repair center and does not have the authority to address this issue in terms of what I have requested. Where to do you suggest that I escalate this to?

Well, I have my own good news. Prior to finishing this post, someone suggested contacting Samsung Executive Customer Service on 800-822-7341 and I spoke with Joyce. She reviewed the case and she agreed to extend the labor warranty to cover the repair.

I am a satisfied Samsung customer.

Still think that this should be a recall/covered repair no matter what the time period involved.

Thanks

So I made the switch from Sony to Samsung products with the coming of plasma's and they have the best quality pictures. Everything in my house is Samsung multiple TVs, DVDs etc.

I have the bdp1600 and have no problems! The bdp1500 is having all the same issues discussed above. I called up Samsung care and the rep said "its a machine not built for perfection!" What?

They told because I won it in a company contest which they did not provide me with certification of purchase that I have to pay $110 just service and not repair! What? For $110 I can buy a new DVD and maybe try a different brand? So much for product loyalty it doesn't seem to matter.