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Original topic:

Blu-ray player power cycling whenever plugged in

(Topic created on: 6/17/20 1:28 PM)
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MoparDude
Asteroid
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Let me echo what a few others have been saying regarding the boot loop problem: Don’t wait for Samsung to offer a downloadable software fix rather, contact them directly to service the player. I did, and wanted to  confirm it was a pleasant and productive experience. First of all, I used the text chat function to contact support. After answering a few automated questions (i.e. why I called, etc.) in less than 2 minutes I was “talking” to a live agent. He opened the session by asking a single troubleshooting question: had I tried plugging the unit into different electrical outlets. My reply was that I did, as well as  holding the eject button in for 15 seconds on the units (all without success). That was enough apparently. He then initiated a ticket authorizing a free mail-in repair of the player.

 

To complete the ticket he needed the following info: 1. Full Name, 2. Contact Number, 3. Alternate Contact Number (If any), 4. Email Address, 5. Shipping Address with Zip Code, 6. Place of purchase, 7. Model and serial number and 8. Preferred time to contact.

 

In my case I had two units, a BD-J5100 and a BD-J5700. After submitting the required info, after a couple of minutes, I received three separate emails: the first two, establishing separate reference numbers, confirming repairs for both units. The third email contained links to print out pre-paid UPS shipping labels for each unit at Samsung’s NJ repair center. My only other question was turnaround time. His response was: “It will take about 5 to  7 business days from when you ship us the product to when you will receive the repaired product back in the mail. This includes shipping both ways.”  We shall see. I boxed both players separately, and took them to my local UPS store today.

 

In all, I was lucky. The total time I spent online was less than 20 minutes. I concur with other posters: if you want to speed up the process, create a word document a head of time containing answers to the required questions. That way you simply have to copy and paste the info into the text box.

 

My only concern: after ending the chat with agent, I did receive two follow-up automated text messages requesting purchase “receipts” for each of the players with the warning that if I didn’t submit them (i.e. upload a photo copies of each  to a listed URL) the repair request would be cancelled. After all these years, I don’t have receipts so this will be interesting (given it’s out of warranty work). If this is “critical”, I would have expecteded the agent to have mentioned it, but he did not.  I did register the BD-J5100 on the Samsung site shortly after purchasing it. (Just can’t remember if I uploaded it at that time, but after looking high and low I can’t find it now.)  For the BJ-J5700, it was a gift, so I have now idea where it was purchased from and certainly don’t have a receipt. (Nor did I officially register it).   Fingers crossed!!!   

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Greyman
Cosmic Ray
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I suspect that as the vast majority of calls received by Samsung Tech Support, previous to this current situation, would have been for younger items, covered by warranty, requesting a receipt would have been a reasonable default that would be automatically triggered.  Others have posted that this "default" request has either not been made, like my experience, or has been withdrawn on challenge.  It probably depends on the partner repairer or Samsung region concerned.

 

However, if someone tries to send in 2 dozen, for example, perhaps from an enterprising household waste centre, where peeps might have taken loads of them without seeing this thread, I'd guess that receipts might be requested.  :)

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userhKrKXDmNJp
Cosmic Ray
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UK Customer...

Friday 26/6/20

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.

 

Tuesday 30/6/20

Had an email from Samsung Service Centre saying they had tried to contact me. Rang them back, turns out they had the wrong phone number even though I had told the person on Samsung Web Chat that the number they had was wrong.

Anyway, I have to box the unit up, download and print out an info sheet to include in the box. I didn't have the orginal box but they said it would be ok in an old VHS Player box which I still have. Must bubble wrap the unit though. They did say they could supply a box if I didnt have anything suitable. No need to include the remote or mains cable.

They have arranged for DPD to collect the unit tomorrow.

Greyman
Cosmic Ray
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Home Theater

I've just been through exactly the same routine, with RepairTech being the repair partner, and DPD's parcel tracking has just informed me that my parcel has been received by RepairTech. 

 

I don't know how long the repair will take, but I'll post as soon as i find out.

Samsung_TWAqyJm
Constellation
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My home theater has the same issue, If someone or samsung has the soluccion, please public it I need to know

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userKEe5JpSyK3
Asteroid
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You're gonna have to contact them and get a repair ticket. 

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userw7o0Ots1cY
Constellation
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My device keeps rebooting..how do I resolve?

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userKEe5JpSyK3
Asteroid
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Contact Samsung. 

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userwBPzwUinOk
Constellation
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This just started all of a sudden. My system wont get out of reboot mode. Just consatantly restarting. Has samsung come up with a fix for this?

user14YqizELvK
Astronaut
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my home theater is also presenting this

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