Originally Posted by endlessender
Continuing my saga to speak to anyone at Samsung that can shed some light on this brightness fluctuation problem:
As I last reported I was awaiting a call back from Tier 2 tech support on Monday after they were able to do some research on the issue from speaking to them Saturday.. Chatted with rep on Tuesday saying i didn't receive call Monday. They they said wait until tomorrow. Ok.
So now Wednesday afternoon and I try again:
First call: finally rings to CS rep and then hangs up on me.
Second call: gets through to CS rep who attempts to transfer me to Tier 2 and instead I get "invalid extension" and the system hangs up on me - again.
Third call: I get though to "Jason". (Oh Jason, I weep for your employer and for the future). Jason, ignoring all my background info tells me, unequivocally, that my TV does this because of Intelligent Viewing. Here's a retelling.
Jason: "Yeah I'll tell you right now sir that's a feature called Intelligent Viewing. All the 2013 TVs do that. They just told us about it the other day.
Me: "But there's no Intelligent Viewing feature listed. No other tech I've spoken to has mentioned it. It's nowhere on the internet related to this TV. In fact in all my research and talks with Samsung this is the first I've heard it. Are you sure?"
Jason: " Yeah I don't know about the website but that's what it does. It changes what you're watching all by itself to make it better. It depends on what you're watching, and then it just changes it."
Me: Ok Jason, let's assume this feature really does exist and it's the source of my problems. Can I turn it off?"
Jason: "No, it's just there and you can't turn it of on any 2013 tvs.
Me: "Wow, seems crazy for what Samsung calls a reference TV. So why do I want this feature? What's it do for me? I paid for it so I'm wondering"
Jason "Uhm I don't know, that's just what these TVs do."
Me: "But why would I want that on a TV that is supposed to have the best picture quality available? Why is this something I want?"
Jason: 'Well I mean honestly it doesn't sound like a great feature..."
Me: "Really, you don't say? So I should just return my TV if I don't like the "feature"?"
Jason: "Yeah I guess so."
Me: "So Jason, with all due respect my friend, Intelligent Viewing is absolutely not what's going on here and you probably shouldn't be telling your employer's customers to return expensive items to dealers based on information you are providing that is clearly incorrect. This is obviously not intended behavior or at least beneficial to the user.. So can you please send me to the Tier 2 tech I asked for that I've been waiting to hear back from"
Jason: "Let me see what I can do"
Me: "Please do."
Jason: (long hold) "Ok I have a Tier 2 tech here that can better explain
this feature to you."
Me: "Jason, the feature you are talking about does not relate to this TV and is not what my problem is."
Jason hangs up and initiates the transfer
Transfer happens this time. Yipeee!!!
I explain my discourse with Jason to the Tier 2 tech and of course they say that Intelligent Viewing is not a feature of the TV and not intended behavior and they don't' know why Jason said that and they have no idea what he's talking about and they are sorry.. etc etc.
Not a good experiences with Samsung support to say the least. I wish
I were exaggerating. I really do.
Anyway the Tier 2 tech said the original tech I spoke to will be back tomorrow and the case is still pending (submitted to knowledge base) but they currently know nothing else about it. So I'm still waiting. Sure hope that firmware pans out and/or I can get some corroboration or commitment directly from Samsung. Sigh...
the saga continues...
Hope someone else has better luck