I was able to chat and escalate to a "pro care" person who sent me the label. The automated system did ask for my receipt but since a wedding gift from Amazon registry all I could do was send a screenshot showing someone bought it for us. Others have said they waived the need of a receipt. I would square that away prior so no confusion. The good thing about the chat option is you can e-mail yourself a copy of the transcript for reference to what was agreed upon.
I just brought mine down to my work's shipping and receiving and of course today is the day that our UPS driver shows up an hour early. Well at least it's boxed up and will go out Monday afternoon. Good luck!
I'm not sure why this is marked solved because that is NOT a solution. It's been a week now and all we have is "we are aware". You make the oversight of basically making peoples' players "expire" after 3 years and this is how you handle it? Very disappointing. Frankly I dont' see how this is even going to be fixed other than sending the units in because they don't stay on long enough to run any firmware update or patch. I called customer service and was told they would reach out to me within 72 hours...guess what, they never did!
I would hope that there's a way to boot the device to a very basic firmware that lives on a read-only chip so that it can flash firmware in the event something went wrong during an update or something. A mode where all it did was look for a USB drive with a firmware file on it, read it, and install it. I don't know what Samsung would call it, but Apple mobile devices call it "DFU Mode."
That's pretty standard for any kind of flashable device. I would be shocked if it didn't do that. It might require a secret key combination to activate that Samsung will have to tell us.
That is something they will probably do. The only problem is thay have to connect serial console to device and flash it through it.
That is not something average user will be able to do at home. Other problem can be that the serial port connector is probably not mounted in the device.
Just a follow up to my original post. I tried online chat support and they right away told me they were going to have me ship my unit in and provided a shipping label at no cost. I got an automated text telling me to upload a receipt or they may refuse repair, but I actually won mine through an Amazon giveaway. I uploaded a PDF of the email telling me I won, so I'm hoping there is no issue there. I'm imaginging if this is a 2015 model that there are a LOT of people that don't have receipts anymore.
Just contacted Samsung through chat, again, and they are NOT issuing return labels, not in Canada at least. Got the standard "check back in a few days".
