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Samsung Blu-Ray's and Netflix (BD-em59c/za)

by Bad-Samsung / July 14, 2012 4:52 AM PDT

DAY 1
I had issues with two of these devices out of the box. In my initial conversations with Samsung, I was told to call Netflix because it was their issue.

TROUBLESHOOTING WITH NETFLIX
I went through the Netflix standard troubleshooting process (about a 6 - 8 step process that includes trying to hard-wire into your Ethernet, moving your router, etc.). After going through the troubleshooting process, and being escalated, I was told it was a Samsung issue.

NOTE: In a recent call with Netflix, the supervisor mentioned that they are going to be provided more information in the near future because they are limited at this time. This appears to be a positive/proactive step by Netflix because I am aware of a number of issues that they get calls on but have limited information.

BACK TO SAMSUNG
As I began dealing with Samsung the second time, I was taken through their normal troubleshooting process. Eventually, I got escalated and Samsung identified that they had something on their end that was the issue. At this point, I was told it had something to do with the Netflix servers that they were connecting to. They said they would fix the issue (yeah Samsung) but Samsung wanted me to send in the two blu-ray players via UPS. Really?

They were going to pay for the actual shipping; however, I was going to have to pay ~$40 to have them boxed (according to UPS Standards) as well as pay for the box. I was very frustrated because I had purchased these brand-new and kind of expected them to actually work. Maybe that is a logical fallacy of some sort; hut I thought that buying new equipment would mean that it would work. And I don't want to hear from anyone about saving boxes...;).

In any case, as I continued to escalate via Samsung support, I got to the highest level and they were not willing to do anything to compensate me for having to pay to have the devices packed. It was basically "sorry" and I asked for a contact. I was sent a nondescript "group" email address that probably goes nowhere but I am including it as a reference for those who have had similar issues and/or concerns. I intend on sending in my experience so that at least I can feel vindicated and let them know of my saga and how not empowering your employees can end up in Samsung becoming the dinosaur of the future. It will be my "Samsung" break-up letter. I wanted to break up over the phone, but they would not give me a phone number.

Email:
officeofpresident@sea.samsung.com

Address:
85 Challenger Road
Ridgefield Park, NJ 07660

I was not inclined to spend $40 to have my
brand new blu-ray players boxed and sent to Samsung. Thankfully, I was able to return these players to Costco and get my money back. I no longer intend to purchase devices from Samsung even though I am a Samsung home (TVs, Refrigerator, Phones, etc.).

UPDATE 7/14/2012
Even though I have already returned my Samsung devices I had heard via another call with Netflix, that the issue I had been working on for over a months is now a known issue. I wanted to see what Samsung's response was so I called them back up. They admitted that there are currently issues - and it was related to Time Zone settings. I've copied what I was told to do to try to resolve the issue in case anyone else has this type of model. If I were to try this and it didn't get resolved, I would again be escalated...

Instructions:

Power Cycle the Unit
Unplug the Unit for at least 30 seconds
Turn Unit On
Go to Menu
Go to Settings
Go to System
Select Time Zone
Select Proper GMT
Ok and Save
Try to access NetFlix

FINAL WORD
I wonder if Samsung cares...do they want my business? Do they care that I used to be a Samsung home and now I am going to do everything to avoid Samsung because they won't take responsibility for what they manufacture? Good luck Samsung...I bid you a somewhat sad farewell. We had a good run of about 7 years, but it's over...and it really hurts:(.

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Just so you know.
by R. Proffitt Forum moderator / July 14, 2012 5:05 AM PDT

Once the app launches, it's the app's owner responsibility. Since Samsung is not the author owners get very upset when they get tossed back and forth.

This is just a repeat of our Windows PCs. If you buy a Dell, and have a Netflix issue do you call Dell, Microsoft, Netflix or those that installed your network.

-> This area is a minefield of questions. I don't want to upset you but it's not entirely up to Samsung, just like Dell.
Bob

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PS. If you want to know a few other things I've tried.
by R. Proffitt Forum moderator / July 14, 2012 5:07 AM PDT

It's mostly over in the CNET Networking forum so I'll toss out a few more items for your list.

1. Use the Google DNS.
2. Do not connect with WiFi or over extenders.
3. Be sure you are logged into Smart Hub.

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THANK YOU
by deezeejoey / August 12, 2012 3:55 AM PDT

Thank you for posting this. With your help and the help from people who have replied I was able to get it to work.

1) Reset the Player. Turn it on. Hold down the pause/play button for 8 seconds.
1b) Connect to the internet.
2) Go into your settings and select the proper Time Zone (Go to Menu > Settings >System > Time Zone > Select Proper GMT >Ok and Save)
3) Use Google's DNS servers. (8.8.8.8)


Maybe steps one and two are not necessary but it's what I did.

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Thanks for the confirmation.
by R. Proffitt Forum moderator / August 12, 2012 7:25 AM PDT
In reply to: THANK YOU
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