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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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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!

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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I was denied a shipping lable and told a firmware update was soon to be posted. Right, like I have ANY faith in what they say. I'm outraged!

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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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.

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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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?

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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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.

 

 

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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Where do you live if I may ask? Country and state please?

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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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.  

 

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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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.

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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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.

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Asteroid

Re: Blu-ray player power cycling whenever plugged in

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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 

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