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.