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Samsung LED UN55F6300AF TV update turned screen pink

by sgm0115 / October 20, 2014 5:51 AM PDT

An update for my new Samsung UN55-F6300AFXZA came thru on 10/9/2014 changing the software from 2203 to 2203.1. I had no problems with the TV until the update. The update messed up the color, the service menu settings, etc. on my new Samsung UN55F6300AF I just purchased in March 2014. Samsung sent a Certified Service Tech out and he could not access the service menu nor did he know the default settings for the service menu. Samsung replaced the MAIN PCB ASSAY BOARD but this didn't fix the problem. List of what the 2203.1 update messed up:

*Standard picture Setting- white looks light pink. Adjusting white balance etc does not get rid of it.
*Movie picture Setting- white looks purple. Adjusting does not help here either.
*Picture Option- unable to adjust HDMI BLACK LEVEL
*TWC DVR- update changed the settings on DVR. Had to do DVR reset.
*HDMI PLUG IN PORTS- some ports are no longer recognized and will not work.
*BLU-RAY PLAYER-messed it up. Has to be replaced and it was a Samsung.
*TIME-will not allow me to change the DST, Time zone.

Samsung's e-Remote and advanced tech support(which is a joke) could not fix it nor access the service menu to see what had happened.

Has anyone else had this happen?

I tried to find the default service menu settings online with no success and Samsung acts like it is some Top Secret government cover up.

I've called Samsung's Support Center. Here is a list of what I encountered:

1) The techs; e-remote have no clue what they are doing and refuse to verify if the service menu settings are accurate. Hung up on me 3 times.
2) ERC can do nothing except document your TV got messed up by the update.
3) Most of the Samsung Customer Support department personnel are rude, ill trained, don't have a clue about fixing a TV, evasive, send you to another department that can't do anything either, and try to delay repairs under the warranty in hopes you will give up until the warranty expires.

I've purchased 3 Samsung products (2 in 2014) all of which were corrupted by Samsung updates.

If anyone knows the factory default settings for the service menu on Samsung UN55-6300AFXZA please let me know. Samsung is not going to help so I guess it is up to me.

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I'd forget the service menu.
by R. Proffitt Forum moderator / October 20, 2014 6:18 AM PDT

Techs will never go there as one wrong move and the TV could be bricked. Please don't take this wrong but if you want to get hung up on, push on service menu support.

OK, with that out of the way some of those items sound like items you can use the Seriver Issues post in this forum. I'd do that next.
Bob

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About forgetting the Service Menu
by sgm0115 / October 20, 2014 10:19 AM PDT

I am simply dumb founded that Samsung Service Techs don't know the default specs on a service menu. If all they know is picture settings, how to install a PCB MAIN ASSAY BOARD I can do that.

What I am hung up on is:
1) why a technician after ordering a board can't copy the 2203 software version on a thumb drive instead of the updated one which caused this issue.
2) why Samsung tech support knows less than I do which is sad.
3) why Samsung forces updates without developing a way to remove them which is just stupid.
4) why when you call Samsung you get a call center staffed by people whose paychecks are not from Samsung.

This should have been an easy fix yet every department seems staffed with people who are English impaired and cannot understand a simple request. Replace the PCB Main Assay Board and download version 2203 not 2203.1 so my TV will work.

With that out of the way, Samsung was having server issues when the update was sent. They freely disclosed this. There are no server issues on my end and I had a highly trained specialist check all my systems and all were updated last month.

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Tipping my hand, sorry for the typo!
by R. Proffitt Forum moderator / October 20, 2014 10:26 AM PDT

I misspelled "service" but the top posts have a note about that.

About 1. Samsung and other service orgs don't allow installing older versions. The discussions have been done so I don't think you'll be happy if I write any more about this.

2. Think bounderies. A tech has to follow the procedure or they will not be around long.
3. Nod. Wish it was any other way.
4. Ask them. Mystery.

As to your replace the mainboard comment, that was done before to get sets back in service. You have good defects (ones that put you in the right position) to ask for service escalation but my advice is to learn the ropes and what areas they can't go.
Bob

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Sorry. I didn't show my cards.
by R. Proffitt Forum moderator / October 20, 2014 10:28 AM PDT

I ran service centers (no TVs, thank God) over a decade ago and know the systems and limits back then. It hasn't changed much.

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