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Audio Synch Issue with 3600 Blu Ray: returned from service

by Augsdad / August 28, 2009 1:38 AM PDT

A very disappointing experience has now turned into a disgusting one. I just received my player back from Samsung repair and the problem is actually WORSE not better. I was moved into the "Executive Consumer Relations" department when I called in: unfortunately, in ECR I received just a more polished version of basic technical support mantras: no, they were not aware of any issue; no, no one else has reported this problem; no, they would not replace the player, etc, etc. They tried to make it seem like they were doing me a BIG favor to pay for the return shipping to the repair facility ... but cautioned me that THEY not ME would be the final arbiter of what acceptable delay is. It is extraordinary to me that such an obviously important function cannot be repaired. BUYER BEWARE: Samsung does not have a fix for this issue!!!! My retailer says this is a virtually ubiquitous issue on this player ... hence the price has dropped 30% in the month since I bought mine. The real bummer is that we actually like the features of this unit better than the other brands, so we were really trying to get it right.

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Audio Synch Issue with 3600 Blu Ray: returned from service
by Samsung_HD_Tech Samsung staff / August 28, 2009 7:06 AM PDT

Augsdad,

Sorry to hear that experience. If you have a transaction number, would you please post it here so I can have someone review this?

--HDTech

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Sure ...
by Augsdad / August 29, 2009 3:51 AM PDT

4005413359

I have been sent another call tag to return it but I am indecisive. I like the features of the player and if I felt like Samsung had a way to fix the issue, I'd keep going. The way they act at customer service, though, doesn't inspire confidence.
Is there an actual fix?

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Sure ...
by Samsung_HD_Tech Samsung staff / August 29, 2009 7:36 PM PDT
In reply to: Sure ...

Augsdad,

Fair enough. I'm going to discuss this on Monday with one of my internal people. I've seen several posts here noting that sending it in produced a fix, so judging just by what others are saying, it should be a fixable issue.

--HDTech

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