Samsung: Terribly Uninformed Technical Support
I bought LN46C670 two weeks ago, have Verizon FIOS with the same ActionTec router, and have the EXACT same problem mentioned earlier in these threads (there are several now). The first time I called Samsung technical support, the "tech" informed me that "Samsung and Verizon just aren't compatible." I asked her to tell me why, in technical terms, that is. Her reply was "Well, they're just not compatible, but it's their problem, not ours, because our TVs work with every other service provider out there." I informed her that Verizon FIOS was one of the largest high-speed internet providers in the country, and everyone else's TVs seem to work on their networks, so perhaps the problem was Samsung's.
She eventually transferred me to a "supervisor," who proceeded to parrot everything I said to him, before telling me to call Verizon. Fair enough, I'll play that game. Called Verizon and spoke to an agreeable tech, who suggested establishing a port-forwarding rule. Sensible first step. All I needed to do was obtain the port Samsung's Internet@TV portal was meant to go out over, and the destination IP address for the Internet@TV server. Called Samsung back, and after explaining the information I required about my SAMSUNG TV to the SAMSUNG "tech" support representative, was instructed to, and I quote again,
tech: "Call Verizon and get them to walk you through the process."
me: "Ok, sure...there, I just got off the phone with them 15 minutes ago, as per our conversation at the start of this call. They told me to obtain this technical information about my television from Samsung technical support. Can you provide this information about your product for me?"
tech: "Can you hold for a minute?"...5 minutes go by..."Sir, you're going to have to call Verizon and get them to walk you through this."
me: "I did. They told me to obtain this information from you about your product."
tech: "Well, we don't have that information here."
me: "Is there someplace else that I can call to obtain that information?"
This, my friends, is pathetic. If your product, according to your "tech" support personnel, is "not compatible" with one of the largest and fastest internet providers in the United States, you should clearly advertise said information at its point of sale. I suggest hiring "tech" support personnel who know how to do more than read a script on a computer if you're looking to play around with the internets, mmmkay? Furthermore, I suggest a little more effective information flow about the status of any potential resolution to this problem. Better Business Bureau, here I come.
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