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07-06-2020
05:20 PM
Oops, you're right, I misread my firmware version, it is also 1021.0. Well that would be good if they don't make anymore updates, their last one was a killer. Regarding the delay in picking up our 2nd units, I'm thinking they might have run out of UPS boxes with all the repair units they have pouring in. LOL
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07-06-2020
04:03 PM
I just checked the status of my 2nd unit (MIA). Now it shows that UPS picked it up from Riverdale NJ repair shop at 5:44PM today. Bizarre how they got separated, with one left behind for 2 days. So I should have it Wednesday. I also had to reset my wifi credentials, and passwords. Having the same firm-ware worries me. The only option for receiving upgrades on my unit is to either turn Auto Upgrade Notification on or off. How do you have yours set?
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07-06-2020
02:17 PM
1 Like
I sent 2 identical BD-JM57C units that arrived at Samsung service Riverdale NJ on 06/30/2020. Both showed repaired on 07/01/2020 within an hour of each other. I received 2 UPS tracking numbers for the return to me. Only one of them was shipped out of Riverdale NJ, it arrived at my home today. I was hoping both units were sent in the same box, but no luck. The tracking number for the 2nd unit shows that it is still waiting for UPS pickup at Riverdale NJ repair shop. I've had 2 chats with Samsung and they tell me to call the Riverdale NJ facility. I called several times, no answer, voice mail box is full, can't leave a message. I even sent them emails and they do not reply. I had another chat with Samsung and they said there is nothing they can do. They are not allowed to make outgoing phone calls.
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07-03-2020
07:11 PM
@user58Pji5izjB wrote: I have a model BD-F5700/ZA that is experiencing the boot loop problem. Spent a whole hour in the online chat jumping through their hoops to finally be told it was a hardware problem and the player would need to be sent in for repair. Which I knew, of course, but I also knew they would have to go through their standard script to get to that point. Then the chat person tells me I have to go back to the Samsung site and start a repair request. OK, sounds good. But I had to create an account then register my product and then it tells me that my warranty is expired and leaves me with no way to initiate a repair request. Back to the chat and he tells me to call the repair depot and that I would have to pay for the repair. I told him like 3 times other people were getting prepaid labels to ship their units back and getting them repaired for free but he apparently decided it was no longer his problem. Normally I wouldn’t get this angry about a 6 year old Blu Ray player I paid $55 for about 6 years ago. But they broke it somehow, not me. And other people are getting free repairs but I am not. Guess I'm done with Samsung products. Wow, are you in the USA? When I started my chat session the first time, I gave them my two model numbers and a link to that huge thread here on the community. No more questions asked, he gave me a repair ticket email for each unit and followed up with two UPS shipping labels. At least one is on it's way back to me, hopefully both.
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07-03-2020
03:06 PM
@userh3xyJOqV9S wrote: Contact Samsung and they will give you instructions to send it into them. .. Huh???? If you read my post you would see that I'm asking about the return shipping to me after the repair. A week ago I already did what you're suggesting Contact Samsung: check, done 06/25/20 Received 2 shipping labels: check, got them 06/26/20 Shipped 2 units to Samsung repair: check, shipped them UPS 06/27/20 Samsung repaired them: check, repaired 07/01/20 Samsung shipped them back to me: only one UPS tracking number shows "shipped on 07/02/20", the other one only shows 'Label Created on 07/02/20'. No pickup, no intermediate location scans. I know there are many customers like me that sent 2 players in for repair. I was just asking those customers if Samsung returned their 2 repaired players in one box, or separate in 2 boxes?
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07-03-2020
01:33 PM
I wanted to ask people that sent two players to the Riverdale NJ Samsung repair facility. Did they send them back to you in separate packages or both together? I sent 2 identical units (BD-JM57C/ZA) in seperate packages. I have been updated that both have been repaired at almost the same time on 07/01/20. Samsung provided UPS tracking numbers for both. But only one is showing that it has been shipped back to me, scheduled to arrive at my address on Monday 07/06/20. The second unit's tracking number shows that it is waiting for UPS to pick it up at Samsung repair facility Riverdale NJ for 2 days now. I called Samsung and they tell me the second unit has been shipped also, but the tracking does not show that to be the case. They told me to call the repair facility and gave me a phone number. No answer, voice mail box is full, can't leave a message. So maybe they sent them back in one box and discarded the other UPS label?
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07-03-2020
01:30 PM
Anyhow, what I wanted to ask is for people that sent two players to the Riverdale NJ Samsung repair facility. Did they send them back to you in separate packages or both together? I sent 2 identical units (BD-JM57C/ZA) in seperate packages. I have been updated that both have been repaired at almost the same time on 07/01/20. Samsung provided UPS tracking numbers for both. But only one is showing that it has been shipped back to me, scheduled to arrive at my address on Monday 07/06/20. The second unit's tracking number shows that it is waiting for UPS to pick it up at Samsung repair facility Riverdale NJ for 2 days now. I called Samsung and they tell me the second unit has been shipped also, but the tracking does not show that to be the case. They told me to call the repair facility and gave me a phone number. No answer, voice mail box is full, can't leave a message. So maybe they sent them back in one box and discarded the other UPS label?
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07-03-2020
01:19 PM
1 Like
There is a large thread titled " Blu-ray player power cycling whenever plugged in" with 261 pages and 2609 replies. Has that thread been locked out? I can't seem to post a comment question about the fix.
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07-02-2020
08:29 AM
1 Like
Confusing Messages from Samsung Contiue I have two BD-JM57C at Samsung's New Jersey repair facility. They were delivered to them yesterday around 11:00 am I recieved links to web based status pages for each. Yesterday afternoon both of my unit's status showed this: At the top it says "We are preparing to ship out your repaired unit". So I assumed they were repaired. Today, I received a text on only one of my units that it was repaired today at around 10:30am. The status for that one now looks like this: Same statement at the top, but now "Preparing for shipment" is checked. So, I guess they weren't repaired yesterday. I'm getting communications by email, text, and status by web page.
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07-02-2020
07:16 AM
2 Likes
@Zorro3k6 wrote: @userBJZ6yOzqs9 Yep, I get texts from them. They even texted me saying they recieved my package. Though I think that might be just an automated text that's sent when my ticket is updated. Regardless, the last thing I got from them, aside from a code so I could check the status of my ticket, was them recieving my package. Still waiting for them to say the repairs are complete. In the text you received there should be a URL link that starts with https//p1.care/... click on that link and they will want to verify you sending a code by text or email. Enter the code and that web page will show you status in steps like received, repaired, shipped back to you.
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07-01-2020
07:57 PM
@Zorro3k6 wrote: @@userBJZ6yOzqs9 Wow, yours must have been easy. They recieved my HT system yesterday (6/30) and it still hasn't been repaired yet. I'm hoping they fix mine soon. Did you give them a mobile phone number that accepts text messages? The updates come by text messages even though the repair ticket info and shipping labels came via email. I thought I would be getting email updates. By coincidence I got a text message to confirm a dental appointment and saw the text messages from Samsung.
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07-01-2020
07:53 PM
2 Likes
@MoparDude wrote: @squeegie You're right, hope it's not wishful thinking. A couple of other points: I did not provide purchase receipts (don't have them anymore) or include the shipping form as requested when I boxed up and sent the units back to the the Samsung Riverdale NJ service center. (In my zeal to get them out the door, I didn't see the link containig shipping info.) Instead, I did create Dymo labels containing my name, address, phone number and RMA, then affixed them to the top of each unit. Hopefully this works in lieu of their form. I think the RMA number will link to all the information they need. Actually the way Samsung did the 'Packing Instructions' is kind of lame. When you click on that link a PDF opens up showing how they want you to pack your device. There is only passing mention of the form which if you didn't scroll to the 2nd page of the PDF you wouldn't have seen it.
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07-01-2020
07:46 PM
@userY5XUrQykpR wrote: ... The first thing I'm going to do when I get it back is turn OFF automatic updates. How do you do that? I was thinking the same thing and checked my user manual, but it's not clear that you can turn it off. My BD-JM57C manual only has a section called 'Auto Upgrade Notification' This section describes how to set the Auto Upgrade Notification on. When it is on the player will give a notification that an upgrade is available. Then the user has to select 'YES' in a pop-up menu, the player shuts off, restarts and installs the upgrade and restarts again. If there was a firmware update that caused this problem on my two units, none of the above steps happened. There is no mention of what happens if the Auto Upgrade Notification has not been turned on. I assume it won't do the upgrade? So what did actually happen that caused mine to brick? I don't believe Auto Upgrade Notification was 'on' on either of my units. I know I never set it to be on.
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07-01-2020
03:50 PM
@user4WZV9oSL7A wrote: Did you record the serial numbers? They might just be sending a replacement instead of a repair. Yes, serial numbers have been recorded. I don't see how they could send replacements, my best estimate is that the BD-JM57C has been out of production for over a year. My main concern is getting my remotes back with the players. The chat 'Pro' I spoke to told me I had to send the remotes with the players. Now I see others here being told not to send the remote.
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07-01-2020
10:40 AM
1 Like
@userBJZ6yOzqs9 wrote: I received texts this morning 07/01/20 that both my units have been received at the Riverdale NJ repair shop. But it says "Please allow up to 4 buiness days for us to prepare your repair." Sounds like they got backed up since yesterday's reports. Scratch that. They sent me URL links to each of my work orders. They show both my BD-JM57C's have been repaired and are being prepared for shipment back to me. Yikes! That's like a 2 hour turnaround in their repair shop. Must have been an easy fix.
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07-01-2020
10:16 AM
I received texts this morning 07/01/20 that both my units have been received at the Riverdale NJ repair shop. But it says "Please allow up to 4 buiness days for us to prepare your repair." Sounds like they got backed up since yesterday's reports.
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06-30-2020
06:36 PM
2 replies from users that Samsung sent them emails that their units have been repaired by factory reset or reset up. Is the software/firmware update that caused this fiasco still active? Wouldn't resetting to factory defaults just make these 'repaired' units vulnerable to accepting the same update and crash again?
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06-30-2020
05:54 PM
2 Likes
@squeegie wrote: @Zorro3k6 You mean like this one? http://www.samsungsupport.com/email/packaging_form_v2.pdf Hmm... So did mine but I didn't think I really needed "instructions" to package it. Guess we'll find out if my rush to ship it last Friday will cause issues. It's in Jersey now, I guess time will tell. 😞 Yes, that's the link. Scroll past the packing insturctions, there is a second page. It is the form they wanted printed out and filled in. Actually, it's kind of lame that there really isn't anything in the email about filling out that form and putting it in the box with your player.
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06-30-2020
10:37 AM
@Zorro3k6 wrote: @squeegie Wow. I completely missed all of that in the ticket email, lol. Especially the writing of the ticket number. I thought about including the print out of the email in the package, but figured they could pull my name out of the system once they got the package anyway. Oh well, they have everything now, so here's hoping they can still fix the booting and sound issue for me as well. The email that came with my ticket number had a link to 'packaging insturctions' ( http://www.samsungsupport.com/email/packaging_form_v2.pdf ) It includes a form to be printed out with fields to fill in including the ticket number, device model number, and serial number. I did that and took a screen shot of the portion of the email that shows the ticket number and bar code, printed that out and included both with my players.
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06-30-2020
08:56 AM
1 Like
Samsung has provided a mix of no answers to contradictory answers. They have not posted an official response on this community thread. I did chat with them about my 2 units (BD-JM57C) and was told they will give me labels to ship them for free repair. I asked if I could send them both in one box. They said yes. I asked if they need my remotes, they said yes. They never said anything about proof of purchase, but then sent me texts requiring receipts. I found a box that will hold both units, but they sent me 2 labels even though I asked for one. Each label is for 3 lbs. Each unit in an appropriate box weighs over 3 lbs. UPS said don't worry. I shipped them on 06/27/20. One went to Rochester NY, the other went to Parsipanny NJ. Shipping address on both is Riverdale NJ. Estimated delivery on both is for 07/01/20 (3 business days one way). So with them saying 5 - 7 business days including round trip shipping gives them one day in the shop. Must be an easy fix with not many waiting in queue. But, based on the replies in this thread, the first of the units to be repaired wouldn't have started arriving in Riverdale NJ until yesterday or today. I imagine the line of bricks will be growing steadily starting tomorrow. I hope they take a FIFO approach (first in - first out).
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06-29-2020
06:51 PM
1 Like
@JordanChadHungate wrote: I would actually like to hear from someone whom has recieved their player back in working order before I send mine off. I initially felt the same way, but realized that my two BD-JM57's aren't useful for anything besides a door stop, so I was just putting myself deeper into the growing queue of bricks. I dropped my 2 off at UPS this past Saturday. I just checked the tracking, it will arrive at Samsungs repair late Wednesday. And based on what I've read about turn around time, I might see it by end of next week, if I ever see them again at all. Oops, edit that, I forgot about they might take their 4th of July Holiday Friday or next Monday, so I suspect I won't see them until the week after next (if at all)
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06-29-2020
01:37 PM
@Roush_Sport wrote: ... any chance of Samsung releasing a firmware update that can be downloaded, placed on a flash drive, and then uploaded to the player via plugging the flash drive into the usb port? Fingers crossed we see a "do it yourself" solution soon! If there was any chance of a downloadable at home fix, I really don't think Samsung would be spending a significant outlay of money to have customers ship them to a repair center.
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06-28-2020
11:39 AM
Your frustration is understood. But, when it comes to kitchen appliances make sure you steer clear of the Whirlpool family of products; Maytag, KitchenAid, etc. They are worse. Terrible service on both a dishwasher and refrigerator, plus terrible initial quality. Took delivery of a stove, regrig., and dishwasher after a kitchen remodel. The refrig was delivered with a big dent in the side. Had to wait weeks for a replacement. The replacment door hinges were out of whack, another wait for replacement. The compressor on the second replacement burnt out within a year. Had to wait a month for a replacement. The technician they sent out tried to braize a new compressor into the unit in my kitchen. As he was literally melting copper tubing on my floor, I had to stop him and demand a new refrigerator. The soap dispenser on the dishwasher broke within a month of taking delivery. I had to wait over a month for a replacment, why? Because they were all faulty and had to wait for a new production run.
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06-27-2020
08:29 PM
@userojbmvZ2TU5 wrote: Have the same recycling issue with my BD-JM57C. No luck. Powercycled several times. Tried the eject button recycling step, still no use. Any luck, any one? Yes, read the previous reply above yours.
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06-27-2020
08:25 PM
2 Likes
@user56NoIDByjD wrote: nothing has been resolved. what do we do? or what are they going to do? warranty? demand? Actually it has potentially been resolved for USA customers. Q. "What do we do?" A. Call or chat with Samsung support. Q. "What are they going to do?" A. They are going to authorize a free repair, send you a UPS shipping label. You have to pack the unit, print the label, put it on the box, take it to UPS or have UPS pick it up. Q. "Warranty?" A. No, even if the unit is out of warranty they will cover the repair. If your read through the replies on this thread starting around page 195 you will see about 50 instances of other customers getting free shipping labels and sending their devices to Samsung for repair.
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06-27-2020
06:18 PM
1 Like
@user2bW2isHoF0 wrote: Is there a solution yet?!? It's been a week since mine started looping and I can't keep plugged since it won't stay powered off/on.. Yes. If you read through the last several pages of this thread you will see that the solution is to contact Samsung either by phone or chat and tell them your Blu Ray Player is stuck in a continuous boot loop. Assuming you are in the USA ( I can't speak for other regions), Samsung will issue you a repair ticket # and send a pre-paid UPS shipping label by email. At this point these units need to be sent to a Samsung repair facility to be fixed.
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06-27-2020
01:23 PM
If there were any possibility of a customer fix via internet connection or download firmware to USB device I don't think Samsung would be so willing to pay the round trip freight and tech time to fix these bricks. Also, it sounds like most of us have been asked (threatened) to upload a purchase receipt or else the repair order will be canceled. After receiving my 'threat', I went back into Pro Service Chat and gave them my 2 repair ticket numbers. The Samsung rep told me I don't need to submit a receipt. I boxed both of mine up and sent them out today under the free UPS labels that they provided. The first chat representative told me I had to ship the remotes with my units. Now I'm reading that was not necessary. I hope I get mine back. There won't be much difference between a dead brick with a remote and working brick without a remote.
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06-26-2020
08:30 PM
@user8bXMlYT4Zd wrote: I specifically asked if I was to send in the remote Me too, and the guy I chatted with said yes, send the remote too. I already packed everything up. I'll probably lose the remote now. At least I took the batteries out.
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06-26-2020
08:26 PM
@usersULZpmg3PL wrote: I just went through samsung's chat. They'll fix it, but I have to pay to ship it there and back because it's out of warranty. It's 6 months old. I bought it on black friday last year at walmart. You would think if everyone's having the same issue at the same time they would pay to fix it. We didn't all break our players with the same outcome at the same time. Where do you live? Mine is several years old, way out of warranty, they sent me 2 shipping labels free of charge.
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06-26-2020
08:23 PM
1 Like
@mcw53 wrote: ... I told him the community is p i s s e d - o f f because of their silence and they need to post an update. We'll see if they care. Oh they care all right. They care about being inundated with a million Blu Ray Players within a week of making a public announcement. So if you want yours fixed, you will have to contact them. Silence on Samsung's end is how they plan to flatten the curve.
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