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UN55MU6290FXZA various issues

(Topic created on: 4/27/21 8:29 AM)
userro8Exunsho
Constellation
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HD and UHD TVs

Various issues we have been having with this TV.  Initially with the internet connection and changing access codes.  Then having to unplug the tv and plug it in again to reboot the system.  Then last year not having the existing apps to update.  This is still an issue. Then the HBO Max app not updating and asking for us to manually do this and it still would not work, even after providing enough space to perform this function. Still can't get HBO Max.  Now having issues with the volume being stuck as well as the blinking Mute icon that appears on the screen.  PLEASE, I am asking Samsung to look into this. I know there is supposed to be a firmware update to fix it, but when??? And honestly, I don't think it is going to fix all the issues I am having.  I have called Tech Support many times as you can see from my log report.  I love the Samsung products...in fact we own 2 other Samsung tvs (newer models) and we have no issues at all.  They work great.  But this 2017 version is really frustrating.  Can someone contact me to discuss options on a recall and replacement?  Samsung, if you can reply, I would really appreciate it.

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SamsungCaleb
Samsung Moderator
Samsung Moderator
Options
HD and UHD TVs

I'm sorry to hear that, if you have done all the relevant troubleshooting such as power cycling the TV and trying a factory reset on the TV then this will require service you have a couple of options based on your warranty. 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service set up. 
- If you're within the one year warranty, you can Private message me or one of our moderators with your full model and serial number to have service setup
- If you're OUT of warranty, you can use this link below to find a service center in your area. 

https://www.samsung.com/us/support/service/locations/


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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SamsungCaleb
Samsung Moderator
Samsung Moderator
Options
HD and UHD TVs

I'm sorry to hear that, if you have done all the relevant troubleshooting such as power cycling the TV and trying a factory reset on the TV then this will require service you have a couple of options based on your warranty. 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service set up. 
- If you're within the one year warranty, you can Private message me or one of our moderators with your full model and serial number to have service setup
- If you're OUT of warranty, you can use this link below to find a service center in your area. 

https://www.samsung.com/us/support/service/locations/


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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userro8Exunsho
Constellation
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HD and UHD TVs

Hi Caleb,

I would like to speak to someone directly on this.  Can you provide me with a contact name and phone # that I can call?  Or I can provide you with my cell # and someone can call me back.  Please advise.  Thank you,   Brent

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SamsungCaleb
Samsung Moderator
Samsung Moderator
Options
HD and UHD TVs

Yes, you can call in directly at 1 (800) 726-7864! 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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