I love my BD-UP5000 BUT I, like so many others, feel that after Samsung dumped it on the market the company now cares little about supporting it -- or their customer base.
There are a number of Blu-ray released that simply won't work on the unit. This is understandable when the technology is still in the early stages. The problem is that 1) no firmware fixes since May and 2) 10th rate customer support by people who don't know their product line -- or what's wrong with it. Like others, here, I've had lame on-line chats with folks absolutely clueless about the BD-UP5000. One chat was a bit strange since the person from Samsung was making it seem like it was a user (my) issue and not the fault of their hardware.
After I and so many others have had NO useful information about what (if anything) is being done to fix issues I think it's time to bypass the folks who work for "client care". I was able, about a month ago, to get through to the engineering dept. at Samsung Canada (Canadian head office). The question I asked was "can a unit be repaired . . . the rumour I've heard is that it will only be replaced or money refunded". Their answer was quick and direct . . . "if you bring the unit to their repair dept. (head office) in Mississauga, ON the unit can be repaired. If a unit is taken for repair to other Samsung authorized repair depots the units may not be able to be repaired, and then only a replacement of a similar model would be offered". This is something I wanted to know BEFORE investing in a BD-UP5000. The question could only answered by someone who KNEW . . . and sadly, the folks at customer service have proved they don't know much. It certainly isn't their fault . . . they are working for a company that either doesn't offer suffient training or doesn't care to truly offer client support.
It was difficult to get through to the engineering dept. via phone since getting a LIVE person to answer at call at Samsung Canada is difficult. The woman at reception, when I got through, didn't want to let me reach the depts. that have the answers. They normally don't deal with the public.
I think those with real concerns need to call into the company and demand to talk to those who work in service, the engineering, etc. Heck, an email or call to the executive offices wouldn't hurt either. If anyone is interested, PM me and IF I can find the name and number of the person I talked to, I will offer it to you. I don't think those on the inside at Samsung have a clue about the many concerns we have when likely info. from "client care" doesn't reach them.
Call Samsung and demand better. Call their corporate offices -- and politely tell them what we all know ... support is sadly lacking. As someone posted in another thread, Toshiba is nicely supporting their dead-issue HD DVD players -- in fact, they just came out with new firmware for several of their players.
If I get any further information from a future phone conversation with Samsung Canada directly, I will post it here. I hope others have luck trying to reach Samsung by phone.