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Constellation

Re: Blu-ray player power cycling whenever plugged in

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Hi Samsung,

Looks like I'm the same boat as the rest of the people who are posting on here. My Samsung BR player is not even 2 years old and has been working perfectly until I tried to use it last night. It's now just power cycling and there's nothing I can do. It shows the main screen for a split second and then it boots again.

 

I've had to unplug it from the wall because there's nothing else that can be done to stop it.

 

Who do I have to contact to have this resolved?

 

Thanks,

NB

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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samsung canada don't have any solution yet 🤦‍♂️. It's time to me to buy a new home in the USA to get a label  😂 

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Constellation

Re: Blu-ray player power cycling whenever plugged in

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LOL.. thanks for te info! This is such a massive mess. I have two players, same make and model, and the one at home just power cycles. I haven't been to the cottage so can't see what the other player is doing but I'm guessing it will behave the same.

 

I bet this can't even be fixed by consumers since it reboots right away and you can't just flash the new firmware with a USB drive or something like that.

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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Anyone with a HT-J5500W that has been told by support chat that an update will be pushed to this model on Sunday to resolve the issue?  Just want to see if I should believe this or request a RMA.

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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Decided to speak with a Pro via Chat, they confirmed that I need to send it in ... Just wish they would do that for everyone if that is indeed the fix and not push false hopes to people chatting or calling in.

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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Now the Pro is telling me that I need to take down all 6 of the speakers that go with the set and ship those back as well - like w-t-f.  I am not understanding why they need the speakers to service the unit.

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Cosmic Ray

Re: Blu-ray player power cycling whenever plugged in

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A pro told me that too. So I said okay and boxed up everything including the remote. Maybe they need to test it after they repair to make sure it works? That or they send you a refurbished model they had around instead of sending back the one you sent it. Either way you'll get a repaired version of your device.

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Cosmic Ray

Re: Blu-ray player power cycling whenever plugged in

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I just got off a CHAT with Samsung Care. I specifically asked if the units need to be shipped in for repair. The response was "We have determined that in order to properly repair your unit it will need to be shipped in for repair in our repair center. I can help you set up a free mail-in repair for your product.".

 

I went ahead and they created a ticket and emailed me a link to print a pre-paid UPS shipping label for each of my blu-ray players (BD-J5100 & BD-J5700). The whole process took about an hour. You will need to provide the following information:

 

Please share the following details.
1. Full Name
2. Mobile number
3. Home number
4. Email Address
5. Shipping Address with Zip Code
6. Place of purchase
7. Model and serial number
8. Preferred time to contact

 

I also asked if Samsung has determined the cause of the problem. No response.

 

I told him the community is p i s s e d - o f f because of their silence and they need to post an update. We'll see if they care.

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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It's hard to know which of their chat "experts" know what they are talking about.  I was told to go to https://www.samsung.com/us/support/service/ and complete a request for mail-in repair.  When I did that, it requires you to "register" your device by entering the serial number and model number.  When I did that, it told me that both of my numbers are invalid.  I assume this might be due to them no longer selling Blu-Ray players.  But now I've got to contact Samsung again tomorrow to find out if they can just send me a shipping label.  I guess I just got a subpar expert in my chat.

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Re: Blu-ray player power cycling whenever plugged in

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@mcw53 wrote:

... I told him the community is p i s s e d - o f f because of their silence and they need to post an update. We'll see if they care.


Oh they care all right.  They care about being inundated with a million Blu Ray Players within a week of making a public announcement.  So if you want yours fixed, you will have to contact them.

 

Silence on Samsung's end is how they plan to flatten the curve.

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