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UN50HU8550 3D Issue after Latest update (version 1070)

Feb 9, 2015 1:59AM PST

I have Samsung UN50HU8550 3D 4K TV bought on 2014 Black Friday. It was working fine till latest update version 1070. After this update, 3D Glasses not getting paired with the TV.

Contact Samsung Chat Support and they gave troubleshooting steps including resetting the 3D Glass and TV. But nothing helps. The TV is playing 3D Content, but the Glass is not getting ON to view. Even changed the 3D Glass battery. Still no luck. Sad

Anyone faced similar issue? Any help?

Discussion is locked

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Mr. Profitt's response
Feb 9, 2015 2:00AM PST

Dear Mr. Profitt,
Hope you won't reply to contact Samsung Support as usual.
Any other suggestion (even tiny) also helps.
Thanks.

Regards,
Venkatesh R

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It's like a car from some maker.
Feb 9, 2015 2:32AM PST

Only they have the parts and code to fix it. However if you are saying they can't cure it they why not make it a warranty or reason for return?

Sorry about all the troubles but until the makers start taking issues like this seriously and buckle down, what choices are there?
Bob

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About Returning the Product
Feb 9, 2015 5:19AM PST

Returning the product is not so easy especially when you researched the market and found a TV matches your expectations.
If I bought this on Costco, I would've exchanged to new TV. But this one I bought it from TigerDirect Online on last year Black Friday (Nov 2014).
It's not possible to return the product as the site shows below.
"This product is exclusively supported by the manufacturer's warranty. For support on this product, please contact Samsung at 1-800-SAMSUNG".

Now my only hope is Samsung Support. I guess today, Samsung released a firmware update (This firmware is for TV Model(s): LED HU8500/8550/8700. The version is 2210.3_1062.0 ). Need to check that.

Any other way to reach Samsung Support?

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Costco is quite good. Here it was 2 years and
Feb 9, 2015 5:44AM PST

Here's what's at their web site now:

"2nd YEAR WARRANTY

Costco extends the manufacturer's warranty on Televisions, Projectors & Computers* to
2 years from the date of purchase. See the manufacturer's warranty for specific coverage terms. For warranty service, contact Costco Concierge Services at 1-866-861-0450 Toll-Free
Available 5 a.m. -10 p.m. (PST), 7 days a week, excluding holidays. "

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Please read before reply
Feb 9, 2015 10:45AM PST

Hi Bob,
I clearly mentioned, if I bought this tv on Costco then I would've replaced to new tv. But I bought this on TigerDirect online.

Anyway few mins back, got call from Samsung Tech Support. They took control of My TV and checked. Now they are going to ship New Pair of 3D Glasses. Will see if that helps.

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Sounds like they are trying to fix it.
Feb 9, 2015 2:06PM PST

For me, Costco wins the sale almost everytime just for their service. Tiger, not so much.

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LG 3D Glass works But Samsung Glasses not
Feb 16, 2015 2:55AM PST

Tested with "LG AG-S350 Active-Dynamic Shutter 3D Glasses" and it is getting paired without any issue and am able to watch 3D.
But Samsung 3D Glasses still not getting paired.

Where is the issue?

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That's news to me.
Feb 16, 2015 3:08AM PST

I've yet to mix makers on the glasses like that! Quite the find. Back to Sam for fixing this one.

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Waiting for new Samsung 3D Glasses
Feb 16, 2015 5:22AM PST

I don't bother mixing brands to check (Especially when my Samsung 3D Glasses not working).

After couple of calls and discussion with Samsung, they are going to ship the 3D Glasses. Waiting for the confirmation call from Samsung.
If those new glasses are not working then I'll contact Samsung Service center for Technician visit to check my TV.

Till then I'll watch 3D with LG AG-S350.
Long Live Active 3D!

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Waiting for new Samsung 3D Glasses
Feb 16, 2015 7:25AM PST

Do you try to hold down the power of the glasses for 5 seconds?
The TV should display a message that the 3D glasses is connected

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Tried pairing
Feb 16, 2015 11:05AM PST

Yes. I did so man times. But no luck.
Thanks for the tip.

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Samsung Support is a Joke
Mar 2, 2015 5:37AM PST

Very Frustrated with Samsung Call center agents. They don't have proper system to track the history of the issue. Every time new agent will come on the call and asks to provide ticket no and details of the issue even though the system (before connecting to agent) confirms the request ticket number based on the registered mobile no. Angry

The agents know one thing to say to customer "Can you hold for a minute while am checking the request?". On Average, I hear this over 7-10 times. Have spoken to more than 10 agents and spent more than 7 hours. Still am where I started. Cry

Just call 800 SAMSUNG and ask for working hours of ECR (Execute Customer Relations) Team. Am sure you'll get different answers from different agents. At last I caught an ECR agent and she just said "Am sorry, our customer care agents are gave misinformation." Shocked Seriously? Samsung striving for excellent customer support?
Those agents use Samsung Service Center(which is different from Customer Support) to drag the issue. Angry Devil

The ticket created on 9th February and last week they closed the ticket (4128970962) and created new ticket to reset the SLA. The reason given by agent for this. "First ticket created as this is Technical Issue in TV. But it's issue with 3D Glasses. So we cancelled the first ticket and created new ticket for 3D Glasses." Oh I see! for one issue, create couple of tickets and tell customer that this ticket created on few days back only. Angry

On 9th Feb, the agent told that she'll ship the replacement 3D Glasses. After few days another agent called and said "We won't ship 3D Glasses. We assigned this ticket to Samsung Service center and you call them (630 462 7400) for Technician visit." Cry
When I called Support center, they said they'll send technician and replace Internal components only. They won't provide 3D Glasses and I have to call back to 800 SAMSUNG for 3D Glasses.
Again Back to Samsung, and got reply that "We shipped the glasses and it should be delivered in 4-15 business days. Wait until then." (They don't have Tracking details. God knows which courier service they use.)
I waited for 3 weeks and no sign of 3D Glasses. Called back Samsung and spoke agent he doesn't have any idea on what's going on the issue then redirected to escalations team manager (Unfortunately he can't resolve this issue and redirected to ECR. Waited for half an hour then got info that they are closed. Only Customer Support works for 24/7. Escalations and ECR works on 9-6:00 PM EST on weekdays. 9-5:00 on weekends).
After 2 days, I reached ECR(finally) then she said ECR works 24/7 and I've been given misinformation. WOW! Love

Now am going to Ship the 3D Glasses back to Samsung. Will see how it goes. Plain

Samsung Service Center is very good. The send technician and provide proper information. But the Tele Support is freaking CRAZY! Samsung may be Good until you face any issue with the products. Once you face issue and reach Customer Support then you'll curse yourself like Me!

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New Ticket Game
Mar 3, 2015 12:57AM PST

Today got call from Samsung Executive Customer Relations team and they created new Ticket [ <span id="INSERTION_MARKER">4129249850 ]. Cry
Spent more than an hour on Phone just to create this one ticket. They say it's very Big Template they have to fill. Do Customer wait for 1 hour for ECR to fill the template? ("Can you hold for a minute please?")

<div>Just for 1 issue.. 6 Service Tickets..

10 customer care agents working.. More than 20 hours of talking.. More than a Month of waiting.. AWESOME! <span style="font-size: 14.4799995422363px;"> Love <span style="font-size: 14.4799995422363px;"> </div>
Come On SAMSUNG.. Let's PLAY!! [ GAME ON ]

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RE: New Ticket Game
Mar 6, 2015 5:53AM PST

Hello Venkatesh,

I apologize for the bad experience! I see where we have approved getting the new 3D glasses for you. If you have any additional questions or concerns we ask that you reach out to the executive customer relations department.

Regards,
HD Tech

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1 Month to Resolve the Issue
Mar 6, 2015 12:03PM PST

It's a Simple 3D Glass Issue and Samsung created 7 Tickets listed below.

Even ECR team doesn't understand the issue properly. They keep redirecting the issue and create new ticket to make impression that the issue reported recently.

<span id="INSERTION_MARKER">11:30 AM 3/6/2015 Replacement Glasses New Ticket by ECR : 4129249850
<span>10:27 AM 3/3/2015 New Ticket by ECR : 412924985
<span>06:46 PM 2/13/2015 Parts New Ticket : 2133751656
<span style="font-size: 14.4800004959106px;">06:46 PM 2/13/2015 <span style="font-size: 14.4800004959106px;">New Ticket : 4129211935
<span>9:21 AM 2/12/2015 New Ticket by Agent Porshia : 4128970962
<span>3:43 PM 2/9/2015 New Ticket by Agent Mary: 2133524838
<span>6:21 PM 2/9/2015 New Ticket by Agent Tivana : 4128920435
<span>

<span>Today the ECR asked me "Are you from India?". What you call this?
<span>

<span>

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Why HD Tech replies after 1 month?
Mar 6, 2015 12:09PM PST

It's Nice to see HD Tech checked this Thread and replied.
Hope they've checked before But haven't taken any action. (Let the Customer have fun with Samsung Customer Care, Escalations Team and ECR Team).

After I struggled and suffered by Samsung Support, HD Tech replied that the issue resolved.

AWESOME! That's what Samsung Call "Strive to provide Excellent Support"!

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Call from Samsung Exchange Team
Mar 10, 2015 5:29AM PDT

Got a call from Samsung Exchange Team (New Jersey) to ship the defective glasses. Cry Cry
But I shipped the glasses and it got delivered last week by UPS : 1ZRV25739098119611 Confused

After checking (few minutes), they found the package. (It's my Luck!) Devil
They'll ship the 3D Glasses in 4-5 business days. Blush

So 1 Month Samsung Game may end by Next week. Fingers crossed! Love

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Bravo! Bravo!
Mar 18, 2015 7:56AM PDT

Finally received replacement 3D Glasses from Samsung. Cool

Well Done Samsung! <span style="font-size: 14.4799995422363px;"> Love <span style="font-size: 14.4799995422363px;">
<span style="font-size: 14.4799995422363px;">

<span style="font-size: 14.4799995422363px;">

<span style="font-size: 14.4799995422363px;">Still thinking how the stock 3D Glasses became fault even though I haven't unpacked it. Anyways Past is PAST! <span style="font-size: 14.4799995422363px;"> Happy <span style="font-size: 14.4799995422363px;"> <span style="font-size: 14.4799995422363px;"> Cool <span style="font-size: 14.4799995422363px;">