Text of my live chat:
Patrick S: Hello, I am a Samsung Technical Support representative. How may I assist you today?
Visitor: Hi there. I have a BD-Up5000 blu ray player. I have the current firmware installed (1.4). I am trying to watch the movie Avatar and it is telling me that I need updated firmware to do so. The player works with all other discs.
Patrick S: Please give me few minutes while I gather the information.
Visitor: No problem.
Patrick S: Thank you.
Patrick S: Thank you for holding.
Patrick S: Please once again upgrade the firmware on your player.
Visitor: Why? Again, I have the most current version available on your website (v. 1.4) and I have never had a problem before the Avatar disc today. Sounds like you guys need to issue new firmware to address problems with Avatar's copy protection scheme.
Patrick S: At present, we have the latest(1.4) version available for this player.
Patrick S: We do not have any further upgrade version available.
Patrick S: I will escalate the issue to level 2 and the concern department to resolve the issue.
Visitor: Are you saying that Samsung has no plans to issue further updates for this model? If so, what I am supposed to do with an $800 player that is less than two years old?
Patrick S: I apologize for the inconvenience.
Patrick S: As of now we did not get any reported issues from the customers with the firmware(1.4 version).
Patrick S: As the technology is increasing, everyone is trying to develop and release the disc using different format and techniques which is causing the playback compatibility issues and to overcome this problem firmware's are released to fix the compatibility issues.
Visitor: Yes, I understand the reason for firmware updates. What I am asking is whether there is going to be one to address this issue? Just ran a quick google search and it appears that this issue has already been reported to Samsung (see here for examples: http://www.avsforum.com/avs-vb/showt...007434&page=27
Patrick S: Avatar is the latest movie which has some compatibility issues with the Blu-ray player. Our research team is working on the issue.
Visitor: Ok. So there is going to be a firmware update to address this issue, correct?
Patrick S: Yes.
Visitor: Any idea of when?
Patrick S: Once the latest firmware is available, this issue will be resolved.
Patrick S: We don't have exact time frame when it is going to be released.
Patrick S: We are from Samsung technical support, we do not have information about the research and development issues.
Visitor: OK. So I guess I'll sit tight for a couple of weeks. Thanks.