Pros good picture- lots of technical options. third party app list
Cons Firmware/hardware error deleted entire app hub.
Summary Support if farmed out and obviously the SLA with the supporting company is driven by close rate not accuracy. The same issue was trouble shooted by first level support. determined the problem was outside of her capability and escalated. told me to expect response in 2 days. I got an email that told me to undertake the steps I took with the first line support. I was very detailed in describing the issue. even send a picture of the app hub to the support phone rep showing no apps in the hub. Not just apps I added... All apps including the default apps that are loaded with the firmware.After all the above, and some additional frustrations, a tech came to my house this afternoon. In fact it was not a hardware issue but a firmware problem and the AppHub is alive again!
just to humor myself I followed the instructions twice that were emailed to me in response to the first contact. Still nothing. the solutions calls for me to accept disclosure and user agreements which are done and then enter the Samsung account menu to re-establish an account. This menu item is greyed out and "function is not available"
Contacted Samsung via email response to inform them that this solution was not working. No response for two day's until I reinitiated contact asking if the ticket was still open. The phone rep took me through the same script as the earlier. They then said I would be contacted within 24 hours. I was, by email with the same recommended fix as the first time.
I called support after 7 days and the rep attempted to walk me through the same fix. I asked to be escalated to 2nd tier and was buried on hold for more than 30 minutes. never a check-in from any rep or canned message thanking me for holding.
I have been using the same ticket number for tracking purposes but it seems they are not stringing the responses together. This is terrible support. It may be my problem is unique to the device. but my service experience should be the same as everyone else. I feel sorry if it is!!!
Updated on Aug 6, 2013
In other posts I had seen talk of a "hidden" tech menu. There is one (no special tool required)!!! From this menu there is a factory reset option that is apparently different from the "factory reset" option available to the consumer. So all my attempts at a "factory reset" were just teasers.
***was the domestic contractor for the Samsung tech support that showed up. The tech was pleasant, clearly knew the product and was prepared with the correct hardware replacements if I needed them.
I still like the product and the app partners seem to be putting out good applications within the Samsung App Hub and would recommend this TV to others.
Good for the Samsung channel manager that was paying attention to the forums!
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