Samsung forum: C6500 Flame -- Horrid Customer Service

HD-Tech --

Thank you very much for your reply. I tried multiple times to download the firmware update. The link goes to "Internet Explorer cannot display the webpage". I presume you've done the tinyurl link to the Samsung web page? Particularly the firmware update page on www.samsung.com/us/support/etc...? I've tried that multiple times.. The link apparently is broken, and has been for more than 24 hours. This is the link I'm using, from the samsung.com web page http://tinyurl.com/2d2ft8r under firmware updates. Three sub links on that page, 2 pdf files and a zip file. None will download. It seems a bit odd, doesnt it, that I can get just about every other web page on the samsung.com web page system except those?

I was able to download the instructions from the link you provided, which is the first step forwards in a couple of weeks to resolve this. However, without the upgrade, the instructions are interesting but not much use.

Yes, I've done this without a disc in the machine (says you need to do it without a disc in the manual, and I've read it multiple times...). I've also run an ethernet cable to the machine and tried directly linking to the internet (and yes, after resetting it to a wired connection). Passes all the network tests but won't either go to Internet@TV or upgrade firmware. Rebooted the router. Rebooted the Blu Ray machine back to factory settngs at least a half a dozen times, and reestablished internet connectivity, and reverified its connected each time.

My frustration is that I keep getting sent to try something else, only to find that either its not available on the samsung.com web site (where I was directed to get it...),or to use instructions that are incomplete or not available, and finding general cluelessness or "hey, its your problem" attitude in the phone customer service.

I am greatly appreciative of the help, but so far I'm rating Samsung at about 1 out of 10 for service and ease of use.

Very frustrating...

SoCalUser,

Good to hear.

Are you able to connect to your wireless router? Keep me posted on your progress on this, as the SETUP > Network > Wireless should be pretty basic if you've got WEP or similar encryption.

What error message do you get?

I'll do what I can here to help, so keep me posted.

--HDTech

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SoCalUser,

I don't have any response from that team yet. I'm working on finding out what the problem is. I do apologize for the inconvenience.

--HDTech

Online Brand Ambassador

- Click here to visit the Samsung forum
- Click here to visit the Samsung store on CNET

I have had the exact same problems with Samsung I have not found anybody that has been able to get to internet@tv with fios as their provider I think Samsung should put a disclaimer on their packaging that it wont work with fios so Fios customers can make another choice. If I can connect in another day or so I will return and buy a Sony or a LG I already have a LG that works and this was for my other setup. I dont think I will ever buy or look at a Samsung product again and I will probably bad mouth them as much as I have time for. Their support people in the Philippines are not properly trained they are just reading from an instructional tree with no technical understanding.

Interesting... yes I have Verizon FIOS as well.

I'm having the same issues with my 6500 I just purchased last weekend. The only difference is I have Verizon DSL here in TX.

Hmm.. not sure I'm going to mess with a hardwired proprietary set up router yet.

I'm just surprized that Samsung hasn't bothered to address this. And I'm definitely not impressed by Samsung's service group

a) Never got a call back from Samsung service, including the promised service call backs from 2nd and 3rd level service folks. *That* was surprizing, and disappointing. It's sort of like they were ducking the issue...

b) Never found anyone at Samsung who was able to add anything to help me resolve this issue, anywhere. The closest was HDtech here on this forum, who provided links to a couple of existing Samsung sites which weren't in the standard Samsung help pages. But nothing he suggested worked.

c) Considering that this appears to be a Verizon FIOS/ Samsung incompatability issue, its VERY surprizing this isn't a priority to work. As of a year ago (June 2009) Verizon FIOS internet had 3.1 Million subscribers, and was offered to over 14 Million homes in the US. They continue to add about 1 Million additional subscribers per year. Given there are about 90 million householes in the US, this implies that from 3-16% percent of all households in the US have been now ruled out as potential Samsung Internet@TV customers. That's huge.. If this problem is also (as reported) an issue with some DSL subscribers, the impact is even greater. So I'm VERY surprized, this hasn't been resolved as a priority at Samsung.

I've not gotten it to work yet, after spending an estimated 40 hours of personal time to resolve this. I'm about to give up, and write this off as bad product design and support by Samsung, which goes as a big black bad mark against their product quality in my book. I'll post that everywhere I run across an opportunity for online reviews, and state that to anyone who asks me my personal opinion on this.

I had the same problem: an apparent "physical connection" but no real world connectivity. After several hours of submitting and resubmitting wireless security credentials (an SSID and WEP settings), I temporarily permitted my otherwise hidden SSID to be broadcast after which I was able to connect properly. The connection has persisted since I re-hid the SSID.

Observations:

* There are likely still some bugs in the firmware including the most recent version.

* The PC Share Manager software, which must be downloaded on your desktop computer, can only be described as demented. While it can be made to work, it is counter-intuitive in the extreme and must be redone of Samsung is to avoid further flak. There's no reason why the BD-C6500T should not utilize native Windows Networking via so-called "shares" like a Western Digital Media Players, for example.

* The Canadian Netflix service works quite well over even a Wireless G network. With a Linksys WRT54-G2 router, I have experienced two very minor re-buffering incidents in perhaps six hours of use.

* Blu-ray Disc and DVD playback performance is very good.

I've been trying all weekend to get this BD player to connect to PC Share Manager. Connects fine wired, but can't go wireless. Wired is not an option, being in two level house. Can't see the player on PC Share Manager to "Accept" the damn "Device Policy".

What I've tried to no avail...

- New Samsung Player ...1019 (Netflix) firmware
- Open DMZ to IP
- Remove Firewall & Antivirus
- Call 3 times for support (no 2nd level support available)
- Support closes 5:30 (PST), so no help.
- Even exchange the BD-C6500, but no difference.

Internet@TV works fine. IP address static or dynamic works fine for Internet@TV. DLINK DIR615 Router see's it. Can Ping it fine. UPnP & Multicast are open and available.

Very disappointed in Samsung support and the crap they sell without support. Not even in the same league a Japanese products.

If I can't get support this week, I'm returning it and no Samsung for me EVER!!!

Very pissed off.

1iRAM

My mistake. My router is DIR-655 (currently selling), very reliable and does crash with torrents, etc.

Samsung finally got a word from their "teir 3 tech supports" staff. They mention they are well aware of the problem and are working on it. I'll be emailed a solution very shortly (like in 24 - 48 hrs). I have my doubts.

I can't see how a manufacturer of wireless Blu-ray players/TVs can sell thier product as wireless, and have no way of getting it to work. Product needs to be tested with routers of at least the major maufacturers. You'd think!

Hi there,

I would absolutely want to know how you made your DIR-825 work with your C6500 because I've NEVER been able to make it work even after 10h+ of work and t-shooting! The bluray does NOT find any of the SSIDs (2.4ghz or 5ghz)!!! My iPhone 3Gs works perfectly on 2.4ghz 802.11g...