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Home audio & video forum: Samsung TV Remote problems

by: pointroberts April 29, 2012 9:42 AM PDT

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Samsung TV Remote problems

by pointroberts - 4/29/12 9:42 AM

I have a new UN46D8000. (2 months old) I chose it for internet/smart TV applications. Also bought 4 year extra in-home warranty. Query remote failed first week, Samsung Tech Support helped out great.(re-paired to TV) Remote failed again, Tech Support said they would recommend exchange and gave me service # and told me to wait 2-3 days for return auth. Got a call fro Samsung Executive Customer Service saying Samsung will not replace Query remote, they don't make this remote anymore and offered me a $56 credit. The Rep. did not have any idea of what to replace it with, just said that was my situation. I said I have a brand new TV that I can not use, please help. Rep. says Samsung does not have a replacement remote.I have no TV, I have no way of accessing Smart Hub. I am at my wits end, NEED HELP.


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Cross posted.

by R. Proffitt Moderator - 4/29/12 11:37 AM

In Reply to: Samsung TV Remote problems by pointroberts

See what to try next week in the reply to your other post.


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couple things.

by WaCableTech - 4/30/12 7:03 AM

In Reply to: Samsung TV Remote problems by pointroberts

This sounds like a load of crap. As a cable provider, I can tell you that about every flat panel remote from us uses the same IR system code for samsung tv's. In fact, about every flat tv will use 10812 as the IR code to control the basics of the tv, so ANY Samsung remote with appropriate features on it should work.

If you do not want to go that route, any JP1 based multidevice replacement remotes [the cheap stuff you buy in the electronics stores], try code 10812 on it.

Third option, as someone who at one time worked for a government consumer services bureau, the federal trade commission is a route you can try with a good chance of resolution:Start here:
http://www.ftc.gov/bcp/consumer.shtm
and click file a complaint, answer the system it may direct you to a more appropriate federal bureau, just follow it, until you get a text box to type in, explain the situation pretty much just as you did here, and submit. Then wait, and continue on as you would have. It is not necessarily the fastest, but I have never seen any company come back and stand the same ground one the government writes the standard form letter to corporate head quarters with the statement 30/60 days to resolve or mediate a trial.

That right there is generally all it takes for them to call the regional and say fix this and don't have it on my desk again, after that its all down hill until some poor customer service rep gets it and is all too glad to get you on the phone and figure out how to not have his sup scream in his office again. Which in your case will likely be a new remote. Even if they have to search ebay to find it, purchase and mail it to you.


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