UN55C6500 Internet TV/MAC address issue
by mrtsarnold - 3/31/10 11:01 AM
I bought a UN55C6500 last wednesday. I am very happy with the picture and the internet TV/samsung apps are great when they work correctly. When I tried to register with VUDU service my tv displayed an error that said my hardware ID was already registered. So I call VUDU and they confirm my hardware ID has been registered. We think it is weird but they manually register me and off I go...until...sunday night when I go into Pandora and I am seeing stations that are not mine. Well with the pandora app, it displays the e-mail address of the account that you created on their site to setup your custom stations. The e-mail address I see is not mine. I call pandora support and as they are looking at things, they tell me that they see 3 TVs registered with the same MAC address.
I contacted the person on the other end of the e-mail address and walk him through getting his TVs MAC address. Sure enough, it is the same as mine! WTF. Well in the process of deleting my pandora account and starting over from scratch to set it up. All is good for about an hour. At that time, i went back into the Pandora app on my TV and see a totally different persons e-mail address again, but it is not the same person. I contact this other person also and sure enough they HAVE THE SAME MAC ADDRESS. So now I have TVs (mine included) with the same MAC address. This is BAD! I have also verified with pandora and vudu support that the MAC address is used to identify your device when communicating with it (TV).
Samsung tier 1, tier 2 and escalated support have been absolutely no help whatsoever. I am currently supposed to be waiting 24-48 hours for a "product specialist" to contact me. I cannot believe the poor level of support provided by Samsung! They have yet to acknowledge the problem or provide a resolution. I have provided them with proof that 3 owners in Ky and 2 different cities in Ohio have the model above with the same MAC address and they have done nothing.
This is not an issue with Pandora or VUDU! Any of these providers of apps make the assumption that the MAC address of the devices using their service is unique. Samsung has manufactured and sold TVs that break a basic rule of networking and so far have done absooutely nothing but run me in circles.
I tried to make their support people aware that this could be a huge issue for them and wanted to remain silent in order to give them a chance to resolve it but I have gotten no where with them. The MAC address is permanently burned into a board and should be unique. My concern is that if I even do get someone at samsung to understand the issue and acknowledge the issue, their resolution is going to be to replace the board containing the MAC address. Who wants their new TV opened up for service? Not me. I am giving them 48 hours (thursday morning) to resolve or this TV will go back to my retailer and get exchanged for a SONY. VUDU and Pandora have been more interested in getting this issue resolved with samsung than samsung has. I dont think they are making any progress either.
For now, I would highly recommend NOT BUYING any 2010 Samsung TVs with internet TV/samsung apps. At least until we know the resolution to the problem and/or identify that this is only an isolated incident. At a minimum, carefully unbox your TV and keep all original packaging in case you need to return it.
If you have weirdness with your internet TV/samsung apps, including constant internet TV updates (deleting and reinstalling of apps), an error message when registering VUDU or you are seeing Pandora internet radio stations and email address that are not yours you mot likely have the same issue!