Complain about a product or service

Samsung Bluray

Jorge of Mineola, NY November 13, 2009

Beginning of 2009 I purchased for the modest amount of 800 the so well known BD-UP5000 Blu-Ray/HD-DVD/DVD Player. 10 Months later and still under warranty, on the day Transformers 2 Blu-Ray movie was released I purchased and tried to play the disc 1 hour into the movie, it crashed thinking and to prove this was a firmware issue I removed the disc and tried 2 older BluRay movies that I owned and must have watched ate least half dozen times before with any problems, just this time to find that after an hour as well this started to freeze as well. So I proceed to call samsung and send the unit for repair to the NJ location. A week go by I call to veritfy the status and I'm told the unit was repaired and was in testing. Call again 2 days later and I'm told the unit was still being tested (what kind of test do the for over 48 consecutive hours). A couple more days go by I called again and I'm told the unit was being shipped that same day, being in LI, NY it takes UPS 1 business day to deliver. Next day I'm all excited I'm getting my player back. UPS rings the bell I get the box all happy and proceed to open it so I can go back and watch my movie. I open the completely intact box to find inside my player COMPLETELY physically scratched everywhere.

Now I'm the kind of person that is so carefull with my "toys". that I used a micro fiber cloth to hold my player while I installed it on my Home theather furniture. I this point I'm completely pissed, I call samsung to complain. I speak to this agent that kindly asks me to take some pictures of the damage and to send it in for evaluation, which I do so, as I also decide to test the unit to see if its working properly before sending the photos. I put my Transformers movie in the player and.... shocking... a 1:20m the movie crashes, try to eject the disc, now the display shows "opening" & "Closing" with actually opening the physical disc tray, tried once again same thing happens, finnaly third try the try opens and I'm able to take my disc out. Now and once again to prove my point I put an older disc and right of the bat, including Disc Menu NO SOUND, tried another disc..same result.... Seriously what kind of testing were they doing for days that didn't come across any issues????? So I send the photos back to samsung and a nice email explaining my other findings. another day or two go by no calls from samsung so I decided to give them a call.

I get on the phone with this gentleman that was quite unprofessional and not very customer friendly that tells me he's going to send UPS to pick up the player to verify the damage and decide if they will pay for it, I explained to hime and even offer to send picture the the still completely intact box and bag that I received the player in as a proof that the damage did not happened during shipping but it their repair facility, he told me this would be my only option and it should take about 3 weeks or a bit more before I get a decision. I refused to have UPS to pick up the player and asked him to let me talk to a supervisior immidiately which her refused and told me a manager would contact me with 48 hours... well 48 hours went by, no calls, called samsung myself according to them they were getting someone to review the case... once again asked to speak to a supervisor and was told not happening.... With all this here Iam sitting waiting for one day samsung o call me while I have a broken 800 player sitting on a shelf.

Sandy of West Keansburg, NJ November 11, 2009

We purchased a home entertainment system in December of 08 at the Sears in Middletown NJ. In July the Blue Ray player would not play the discs. We brought into Sears for repairs on July 31st 2009. It was supposed to be ready two weeks later. Well then it turned into waiting for parts and then in the middle of September they decided they were just going to give us a new one. So then we sent out the old one the end of September and still have not received one. Ive called and keep getting the run around that it should be there the end of the week! Well the end of the week is 6 weeks later and we still havent received our player. Ive talked to mangers and costumer service and I just keep being told its on its way this week. Its very frustrating since we paid for a product we havent been able to use.

Karen of Jamul, CA November 6, 2009

I bought a Blue Ray disc player 1 1/2 years ago from Best Buy. Immediately after purchasing it, it acted up - it would freeze in the middle of a movie and we would have to press play again. Certain blue ray discs would not play in it. I called Best Buy and they advised me to contact Samsung. Samsung told me to ship it back at my expense and they would repair it. I decided to wait and see if it got better because it would be expensive to ship back. Months later, I read that you could request a disc from Samsung that would update your blue ray and would solve the problem of not being able to play blue ray discs. I called Samsung on 8/11/09 to request the disc. They told me they would ship it and gave me a transaction number. They told me to expect it in 2 to 9 days. I waited a few weeks and called Samsung when I didn't receive it.

They told me that transaction was never actually shipped and we would have to start over. I got a new transaction number and was told it would ship that day. I then waited a few more weeks and still didn't receive it. I called again in late September and they told me they shipped it on 9/22/09. They told me to wait a few more weeks. I called again on 10/6/09 because I still hadn't received it. They asked me to wait a few more weeks but I said it had already been months and I wanted to talk to a manager. I spoke to Corwin who was extremely rude. He said I would just have to wait and they couldn't place another order. I then wrote the company to complain about the whole incident and they advised me to call Samsung at the same number that I first started the whole process! It is now November 6th and I still have not received the firmware disc and Samsung has not responded at all to any complaint!

LAURA of FREEHOLD, NJ August 25, 2009

I purchase a Samsung model #BD-P1400/XAA blue ray player almost 2 years it will be in December. I new from past experience that all blue ray players eventually need firmware updates to keep up with the blue ray movie technology that keeps constantly changing. I have had to update my firmware on this model previously. How I know that their must be an update is when the new blue ray movies that I receive from blockbuster movie rental does not work on the mentioned blue ray player.

I check older blue ray movies that I have to see if they work on it so I can determine if it's the firmware I need or if it's the machine itself. When I know it's the firmware I need I go to samsung's website to see the firmware version they are suppling and it it's a diffrent version I have to call them to send me an update disk. Which by the way they should send me automatically. This time my movie does not work and older ones do. So I check website and the firmware version is still the current version I have.

So, the next thing I do is call tech support at samsung. I explain everything I just explained above to the customer rep. The rep proceeds to tell me they are aware of this issue and they are working on it. But, they do not know when it will be available. I think that is terrible so I ask to speak to a supervisor, to get some sort of compensation in the fact I cannot new blue ray movies still as we speak.

I then get transferred over to some sort of complaint dept. that by the way kept me on hold for over and hour which in turn finally I got disconnected and had to go through the whole tech support and transfer process which I was on hold again for about another hour before someone got on the phone and it wasn't even a supervisor. It was just another rep. in complaint dept. I ask this woman who was very rude to somehow compensate by giving me some sort of credit on old blue ray player to buy a new one so I can watch the movies. She insisted I send the blue ray player to repair at my cost for shipping when in fact I know it's just a firmware issue and if it is that I just wasted shipping costs out of my own pocket for them to tell me that it is a firmware issue.

I proceed after conversing back and forth with this rude rep. on how disgusting it is that they sell a product that they are supposed to support and not have this happen where I can't use the product. She proceeds to get nasty. Then I say let me speak to your supervisor, she puts me on hold and after being on hold for 15 min. she says they are in a meeting which I know they just say that to get you off the line.

She says a supervisor will call me in 24 to 48 hours. Well, noone called me and that was 3 weeks ago. This issue has been going on about a month. Maybe you guys could help me with my problem. I am very frustrated and I will not purchased not another samsung blue ray player again. They have just lost a customer.

Medhat of Long Beach, CA March 24, 2009

Medhat of Long Beach CA (03/24/09)
i bought a blu-ray player model # bd-p1000 . it cost over one thousand dollars(1000.00) i inserted a blu-ray dvd movie to play it and did not work , i tried several blu-ray dvd's still did not work...so i inserted a regular dvd movie and it sure did work...so what happen to blu-ray that cost me over a thousand dollars.i called samsung and they said that i need to update it and that they will send an update cd, they did a week later and i tried and still no blu-ray movies ..just regular dvd movie works.i called and practicaly tolled me to go and F???? your self,so i tolled the representative that i will file a complaint and he responded back by saying ..i dont care and do what ever u want ,so i decided to file a complan with the fcc.

over one thousand dollars in damages and aggrevations that worth alots more then money

John of Brooklyn, NY March 5, 2009

John of Brooklyn NY (03/05/09)
purchased a blue ray dvd player last year which did not arrive until december of 08. watched two movies on it and it stopped working. contacted venue was told to contact samsung. called samsung and worked with them to have it repaired waited over fourteen days for some disc to arrive from samsung, disc arrived did not fix dvd player. told i wanted a replacement was told by samsung to call venue,

called venue to have replacement scheduled was told that no replacement possible 30 days have expired must keep broken dvd player and pay for it. i will not pay for broken dvd player unless a replacement is made. please assist. thank you

unable to watch movies or the blue rays i purchased that cost more than regular dvds.

Justin of Lawndale, CA February 3, 2009

Justin of Lawndale CA (02/03/09)
DVD-F1080 dvd player overheated and will not play disks. With a little research I learned that hundreds if not thousands of these same units are malfunctioning in the exact same way and Samsung is charging 48 each unit to repair.

I am taking a 120 loss. Samsung needs a recall.

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