If they fail to resolve it, then you start asking for refunds.
As to the software refresh, Samsung's system is well, odd. So the answer is no.
My Series 7 46 inch F7100 LED TV worked perfectly for a year but then Smart Hub started playing up. Multiple apps wouldn't load (different ones each time) and those that appeared to load wouldn't start; I'd get either no response when selecting them or would get a "not available" message.
Multiple software updates, resetting Smart Hub and even a factory reset did nothing to rectify the problem. Many hours spent with Samsung support with them dialling in and investigating amounted to nothing. Several representatives clearly had never seen the problem before and had no idea how to fix it.
Surely there is a way to perform a true "fresh" software reinstallation because the current software is clearly having major problems!. Does anyone know anything else that can be done?