Same issue new firmware version
Sat down to watch a movie last night, on my BD-C6500 and I was prompted to update from FW version 1015.4 to 1018.0. For the first time since purchase in August, the on-line update worked - normally I would have to do it from a CD.
However, after the upgrade, Netflix stopped working. Up until that time, Netflix worked fine. Now I get a message that says 'cannot connect to Netflix, try again or contact Netflix'.
All other applications were working OK - Vudu, Pandora, Blockbuster etc
Tech support went through all the banal tests and I was promoted to Level 2 support. That technician told me there might be a problem with the Netflix server. I suggested that I thought it unlikely, but having been on the phone for nearly 2 hours I asked him to wait while I called Netflix - the technician hung up!
Needless to say, Netflix was not having a problem and in fact I even down loaded the new Wii application and was able to connect to Netflix thru the Wii using the same wireless connection and with the devices sitting side by side.
A call to a supervisor resulted in a promise to research the problem and return my phone call 'within 10 minutes'. No call came.
Next morning, I called again. Another supervisor, another set of the same banal tests and finally I was passed on to someone who seemed to know what he was doing. After a number of new tests and a factory reset and still not working with Netflix after another 2 hours, I suggested that I no longer liked the player and wanted to return it. He put me onto another department where I was told I would be able to negotiate a return or replacement or get some compensation for my trouble.
The new department only offered to accept the unit back for repair, which will take at least a week.
I only purchased this player to watch Netflix on-line and only subscribed to Netflix as a result. Now I won't be able to, just because a firmware update went wrong!
Problems do happen and I wouldn't mind so much, if Samsung's technical support were even half good. I have spent a total of 5 hours on the phone talking to drones that have absolutely no clue what you are saying or being able to offer any real support.
Every time I have to call technical support back, despite quoting my incident number, they still ask the same stupid questions before passing you up the line to only get the same set of questions. I found today, that even the error message I get when trying to connect Netflix hadn't been recorded, but I had been asked for it at least 20 times.
I have had Samsung. This could be a great player with some great features. Up until now, I have overlooked the fact that it takes forever to connect to the Internet, the player often hangs and will only respond to the Power button, that some media formats will work off CD, but not via DLNA and other niggly, but not game changing issues, all of which I am sure will be fixed over time.
But something as simple as upgrading firmware and having a major application fail as a result, is untenable. Particularly when you read this forum and find that the very version that killed my player, made others work! There seems to be no real testing or QA before release.
This is the first time I have ever had a Samsung product, but I have no doubt it will be the last. Samsung now clearly falls into the same basket as D-Link and others, whose products I will never buy again.
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