That could definitely be true in Canada. I'm in the US and was able to get the return label.
Also, the system automatically asked for a copy of my receipt, but I reached out to Support again and was told I did not need to provide it.
I had no luck through chat. When I called and after a few questions, they offered a return label to repair it for free. I'd call Samsung and not use chat.
Well, after being told by the Samsung Online Team that collections were not being arranged and until Head Office give them an update they can't discuss details with their customers I went on the Samsung Web Chat.
They said they were aware of a problem with a small number of customers and have arranged for my Bu Ray Player to be collected by an engineer for free repair.
I have been told an engineer will contact me to arrange collection and need to box the unit up ready.
I will post an update once I hear from the engineer regarding collection date.
At what point is samsung going to give an update on this issue or better yet a fix. It is totally unacceptable they are not giving any type of update or feed back on this issue. I have 3 units doing the same thing. This is unacceptable
UPDATE: USA My 1st post was on the 18th and I have been waiting for a fix as well. I saw a few people mentioning they received return labels. So I called Samsung again today and mentioned the return label and they say they are going to send me one out. The agent said that prior they did not know it was a global issue but now are taking action. They also say that this fix cannot be done at home and it must be sent in. I will give more updates when I receive the label.