samsung bd-p1600 new July 5, 2012 firmware upgrade problem

I just tried to do an update and got the same problem. I also tried to do an update via USB and then tried resetting the machine. The update bricked my perfectly fine bluray player. Thanks, Samsung.

Also - the link you provided above include a button to request service, but the button is broken.

Sean

Hey seanazul,

Sorry about the service link not working. I'm letting the appropriate people know. Here's the thread where you can get details on setting up service: http://forums.cnet.com/7723-13973_102-542437/service-issues-click-here-for-help/

-- HD Tech

I'm having a problem with the new firmware as well up here in Canada.
Won't play Inception or Johnny English Reborn but will play the original Batman disc that came with the machine (these are Bluray). The player is out of warranty and given the choice between paying for service and awaiting a new firmware upgrade, I've opted to buy a new player Might have better luck with another major brand.. I'll keep the Samsung in case a firmware fix is released or I get the patience to look at the file .

Had a chat with samsung support, they asked to restart the player completely.

Unplugging and waiting for few seconds then reconnected fixed my issue.

They suggested to make sure not disc is present and then press FF (in the player not in remote) for more that 8 seconds will reset it seems, but i did not have to go thru this.

After the new upgrade, not seeing Block Buster (A) option anymore.

I have tried resetting by holding the FF button on the remote the display said RESET but it seems only the date, time, language was reset. Tried pulling the plug and left it unplugged for one hour and twenty minutes - still no luck. Tried various permutations of this - nope. Had symptoms that varied from slow to no response to remote to lock up in various modes to where it is now - won't play most disks - seems to lock up at various points in the load cycle, oscillates between LOAD and PLAY on many, can't roll back the firmware, says there is a problem with the file when I attempt to load the newest version again.
I installed my new machine of another major brand last evening in under 15 minutes - hardest part was routing the power cord to the outlet without pulling the whole stand out from the wall. Updates and setup were among the easiest I've ever had and any disk I tried worked without hiccups. Even the online content use was uneventful. For $119 for the new unit it's not worth the ongoing problems I had with the Samsung in the less than three years that I've owned it. The interaction with their customer service rep was among the worst I have EVER had. I currently work in customer service after forty years on a tech bench and in management positions in various branches of the consumer/broadcast/industrial electronics and computer industry including teaching for a while.
I have a "special place" for this particular piece of equipment!

- Bill H.

tgraham5,

I'm very sorry for any inconvenience this may have caused you. This sounds like it may need servicing since it won't play Blu-ray discs. Here's the thread where you can get details on setting that up: http://forums.cnet.com/7723-13973_102-542437/service-issues-click-here-for-help/

I realize you said you already tried FB, but you can also try Twitter for service. Or if you just want to do it all yourself, you can complete a service request here: http://www.samsung.com/us/support/service/request

Regards,
HD Tech

What I need is a new firmware version and for Samsung to tell me when that will be available and if that will fix this issue. This unit played blu rays up until the minute I did the upgrade. The blu ray lens has already been cleaned.

Thanks

Bob,

Pardon me, but what button is broken? I tried the FB support form button, and that worked just fine. Is it something on the Samsung site?

HD Tech

Bob,

I see that now. I appreciate you pointing that out. I've reported that to the appropriate person, and it should be taken care of shortly. Here's the direct link to service requests: http://www.samsung.com/us/support/service/request

Thanks,
HD Tech

Hi martyreeus,

I apologize for your experience thus far. If you could post your transaction #, I'd like to see if we can investigate this issue for you.

Regards,
HD Tech

I had the BDP-1600 with zero issues for close to over a year. I started having issues with newer Blu-Ray titles like 21 Jump Street and The Avengers and customer service indicated to upgrade the firmware to the latest version on site (2.21). The end result was a bricked system, numerous calls to customer service (all of which, each time, I was promised a prompt call back that never happened and then I was hit with "well, if you want this fixed, YOU will have to pay to ship it to us and it will cost $110."

The player still plays DVDs but refuses to read Blu-Ray discs. Let it be known that I will NEVER buy another Samsung product again because of the terrible customer service. In what world should I have to pay for damage caused by YOUR firmware upgrade?!? I work for our company's IT group. I cancelled an order of 200 Samsung handsets due to this disgusting exchange with Samsung.

BluRay uses a copy protection system that in my opinion is too onerous and consumer unfriendly. No matter what BD player I've seen, at one point or another a title fails.

Report the bad title so they know to fix it.
Bob

Reporting one title may result in a fix - for THAT TITLE. This failure seems to be for just about ANYTHING BLUE RAY - after the upgrade. I've switched to a totally different brand of player and will NOT even consider Samsung product in future. I have had poor customer service experiences with this player and with other Samsung product, notably TV's and displays both at home and at work. I purchased a new machine by another major manufacturer for about the claimed cost of repair for this one.
Sorry Samsung... it will take a major shift in your approach to things (customer service) over the long term to win this customer back.

- Bill H..

And since a studio can dream up another copy protection this is a tread mill where title by title can get a new copy protection.

There appears to be no notification system in the industry to tell in advance "Hey we have this new copy protection you need to support."

BluRay in the long term is going to upset a lot of folk.
Bob

I am not against protection of "intellectual property" - copyrights, patents, trademarks,etc.

But when I PURCHASE a legitimate issue of an item from a legitimate supplier I have a reasonable expectation of use of that item to the full extent allowable.

I do not blame the movie industry for my movie not playing.

I DO find fault with a company that has very poor customer service and support for its product in this day and age.

WAKE UP SAMSUNG !!!

There is a lot of competition out there in the marketplace.

Customers WILL vote with their dollars.

- Bill H.

As I see this issue on all makes, I would change that to "This industry needs to wake up."

For now the system is like this. You report failing titles and unless this is costing the stores sales and worse "returns" there is not going to be a fix for this one.

Mostly because I see the issues across the line without any maker being any better save one, I don't buy a lot of BluRay titles. I may rent it and if it fails get a refund.
Bob

Regardless of the "right" or "wrong" of the BluRay copy protection, the issue at hand is the failure of equipment after installation of a manufacturer supplied firmware upgrade and their handling of the matter.

I'm fairly certain that this sort of thing probably happens with other companies' product, related to the need to update based upon the copy protection scheme, but the handling of the equipment failure by the company, the horrendously poor customer service/relations is at issue in this case.

My expectation would be to allow firmware rollback at the very least (a firmware design issue) to return the client to their previous state.

- Bill H.

Now in that issue the design of the Samsung products apparently do not allow to roll back to a prior version.

You can bet this is a "design choice" by some one. If you feel this is a warranty issue or maybe a product defect, use that as the basis for your return of the product and look for an unit that fits your need.
Bob

You will be gald to know, from reading my previous postings on this issue, that I DID find a much more suitable product - and it is NOT a Samsung product !

It's a bit late to return the unsatisfactory product........


- Bill H.

It seems there is no capability to roll back the firmware version. If there were, the machine would still not play the newest releases, but would at least allow playing things it could play prior to the attempted upgrade. Since there is no roll back capability, ALL (or most) BluRay playing capability is lost.

The firmware upgrade messes up the machine. Plain and simple. There is apparently no way to roll back the firmware version.

Yes, Samsung has the "wrong" customer approach. But they already have your money for the player you purchased.

Surprisingly, I don't think there have been any "class action" legal procedings in this matter.

Vote with your dollars - buy a machine from a competing company.

- Bill H.