Samsung forum: C6500 Flame -- Horrid Customer Service

by: SoCalUser May 1, 2010 7:09 PM PDT

Like this

0 people like this thread

Staff pick

C6500 Flame -- Horrid Customer Service

by SoCalUser - 5/1/10 7:09 PM

Sorry guys, I've got to vent.

Bought Samsung BD-C6500 on 10 April. Setup not bad. Plays standard DVDs really well.

Wireless internet setup doesn't work -- passes all the internet connectivity tests just fine. But won't give me the Internet@TV login. OK, so I call customer service. They *READ* the manual back to me.. Ok, I'll play along, and reset the machine, reestablish the internet connection and nothing happens. Same problem. Machine still shows "excellent" wifit signal strength and passes all the internet connectivity tests. So I call customer service back. Rep starts over reading me the manual again... repeats all the previous steps. OK, let's do it again... Now they want to send me to 2nd level support. OK..

OK, I'm on the West Coast, and I work until 6 pm. 2nd level customer support is only open until 530 pm Pac Time. So.. wait until Saturday, call back customer support. They close trouble tickets in 48 hours.. so they have to re-open a ticket, do all the steps as done before (reading me the manual again...), and then they send me to 2nd level customer support.

Yay! Hopefully someone who knows enough to do more than read me the manual. The 2nd level customer support guy says "Oh, to do that we need to have the Samsung Internet@TV server up, and its been down for a week" "Is there a way to check if its up?" "No, only we at Samsung know that. It should be back up in another day, so try again..."

So I try again. Resetting the box to the initial settings, unplugging/ restarting the box, restarting the wifi connections, verifying the connection is good, etc.. But no joy. Still won't do the Internet@TV thing after a week of trying.

Call back to Customer Support the next Saturday I'm home and restart the process. Meanwhile I've gotten Avatar Blu Ray, and of course, it wont play. But lets get the internet connection solved first. Go through 1st level customer support, and they read the manual back to me again. Ok been there, done that. Then they send me to 2nd level customer support. They're baffled. Send me to 3rd Level customer support (How many levels are there anyway?) And they promise to call me back.. and of course, in 8 hours don't bother. OK. let's see if they call at some reasonable time, or I start this over next week ... again, for the 5th time.

Meanwhile I say.. OK, let's try the firmware support. Of course it won't do it over the internet (despite passing all the connection tests, won't download any upgrades). So I check the www.samsung.com support web page, do the registration and login etc.

And of course.. WILL NOT DOWNLOAD the upgrade. Nor will it download the intstructions on how to do the USB upgrade. Get a "Internet Explorer Cannot Display the Webpage". I get to the page which shows where to download the files, but wont download with the previous error message. OK.. try to contact Samsung web page. Email/ message link also broken.

OK.. at this point I'm WTF??!!! Customer service is starting to not only appear to be clueless but to be malicous. My temperature is about to the point I'm going to take a baseball bat to the Blu Ray player.

*Deep breath* OK. good points: BD-C6500 is a nice looking piece of hardware. Plays standard DVDs very well. Remote stucks but I can live with that.

But.. a) It doesn't play Blu-Ray discs, and I bought it do to that -- and b) I bought it to give me wifi internet connection and it doesn't do that either. Huhhh????

Have called customer service 4 times so far. No joy. Have tried the Samsung web page to download files and contact them multiple times. No joy.

WTF???!!! HORRID Customer service.

Forum Icon Legend

  • UnreadUnread
  • ReadRead
  • Locked threadLocked thread
  •   
  •   
  •   
  •   
  •   
  •   
  •   
  • ModeratorModerator
  • CNET StaffCNET Staff
  • Samsung StaffSamsung Staff
  • Norton Authorized Support TeamNorton Authorized Support Team
  • AVG StaffAVG Staff
  • avast! Staffavast! Staff
  • Webroot Support TeamWebroot Support Team
  • Acer Customer Experience TeamAcer Customer Experience Team
  • Windows Outreach TeamWindows Outreach Team
  • DISH staffDISH staff
  • Dell StaffDell Staff
  • Intel StaffIntel Staff
  • QuestionQuestion
  • Resolved questionResolved question
  • General discussionGeneral discussion
  • TipTip
  • Alert or warningAlert or warning
  • PraisePraise
  • RantRant

You are e-mailing the following post: Post Subject

Your e-mail address is used only to let the recipient know who sent the e-mail and in case of transmission error. Neither your address nor the recipient's address will be used for any other purpose.

Sorry, there was a problem emailing this post. Please try again.

Submit Email Cancel

Thank you. Sent email to

Close

Thank you. Sent email to

Close

You are reporting the following post: Post Subject

If you believe this post is offensive or violates the CNET Forums' Usage policies, you can report it below (this will not automatically remove the post). Once reported, our moderators will be notified and the post will be reviewed.

Offensive: Sexually explicit or offensive language

Spam: Advertisements or commercial links

Disruptive posting: Flaming or offending other users

Illegal activities: Promote cracked software, or other illegal content

Sorry, there was a problem submitting your post. Please try again.

Submit Report Cancel

Your message has been submitted and will be reviewed by our staff. Thank you for helping us maintain CNET's great community.

Close

Your message has been submitted and will be reviewed by our staff. Thank you for helping us maintain CNET's great community.

Close

You are posting a reply to: Post Subject

The posting of advertisements, profanity, or personal attacks is prohibited. Please refer to the CNET Forums policies for details. All submitted content is subject to CBS Interactive Site Terms of Use.

You are currently tracking this discussion. Click here to manage your tracked discussions.

If you're asking for technical help, please be sure to include all your system info, including operating system, model number, and any other specifics related to the problem. Also please exercise your best judgment when posting in the forums--revealing personal information such as your e-mail address, telephone number, and address is not recommended.

Sorry, there was a problem submitting your post. Please try again.

Sorry, there was a problem generating the preview. Please try again.

Duplicate posts are not allowed in the forums. Please edit your post and submit again.

Submit Reply Preview Cancel

Thank you, , your post has been submitted and will appear on our site shortly.

Close