As reported by several others, I had success reaching out to Samsung support via the website, and received a prepaid label to return my unit for repair. The support agent asked a few standard troubleshooting questions like 'What have you tried so far?' and 'Was it plugged into a surge protector?' which of course makes no difference whatsoever here. But, the end result was I received the prepaid label and was told that the repair would take 5-7 business days once they received my unit.
Also, my unit is out of warranty and that was not an issue -- they didn't even mention it.
I handed the package over to UPS yesterday afternoon, so my fingers are crossed that I'll have a working unit back in a couple of weeks!
I called Samsung support and got a free shipping label to send my HT J5500W for repairs. I asked if they would have a software update to fix this and he aaid they are working on that but had no ETA.
I think they have to get approval everytime they send out a shipping label for repair'. Also, no cost for repair and he said 5-7 days to get it back ince shipped so probably just swapping it out?
Chatted with Samsung support this morning and they arranged for a local partner to do the necessary repair, free of charge. That partner has just called and a courier will be picking up my J5900 on Monday.
Let's see how that goes, but it is looking pretty positive at the moment.
I posted earlier but it seems to have been deleted? Maybe because I included the text from the e-mail authorizing me to return my J5500W? I live in Northeast US and have a label to ship it out to New Jersey for repair / replace. I chatted with a samsung care pro they were very helpful. I did escalate from the peer "expert" (their term) the chat started with.
I've been told by the Samsung Online Team that they are not arranging collections in the UK despite me telling them I have seen posts on here from UK customers saying otherwise.
They have told me to contact the live chat service but I can't post a message on there. Tried using the chat on my mobile, Mircosoft Edge and Google Chrome and neither will let me send a message so that suggests they have turned the chat off.
SAMSUNG ARE THE WORST COMPANY I HAVE EVER DEALT WITH AND WILL NEVER BE BUYING ANY OF THEIR PRODUCTS AGAIN.
For those of you that got shipping label, did you also get a request that you upload a picture of your purchase receipt? Luckily I have my receipt.
I may hold off sending my unit in for a few days to see if there is a fix posted. With my luck it would be posted by the time I get home after sending it off.
No, I offered but couldn't attach in chat box. I actually got from my Amazon Wedding Registry. Best I could do was create a screenshot of that showing who purchased it for me - from the thank you note screen