2010 Samsung LEDs with Internet@TV/Samsung App Issue

A MAC address can be changed through software on a computer. IMHO, I can think of three fixes: either it could be fixed through the service menu (unlikely, see http://samsungplasmatvfaq.com/index.php/Service_Menu), custom firmware with a new MAC address for you, or if possible, fixing server side how they identify TV sets.

If I were you, I would return the set for another one.

In October of the year I purchased Samsung 58" plasma, model PN58C6500TF, (serial #Z1ZF3CKZ401716M) from HD specialists in Torrance California. The TV was purchased to replace a tiring Philips plasma. For the record I thought I had thoroughly completed my homework, read numerous online reviews and conducted various price comparisons. I narrowed my search between LG and Samsung and went with the Samsung. The main selling point was the ability to watch streaming video, (Netflix and Hulu) since my family enjoys both services and Samsung name recognition.

To welcome the purchase, I upgraded my Internet service by dropping my AT&T DSL and switched to cable Internet, purchases a new Apple Airport router and direct wired my TV to the router. Installation was rather smooth until I attempted to sync my TV to the Internet. My TV failed to sync, stating there was a problem with the Internet signal. I contacted Samsung, who referred me to my cable Internet provider, (Cox Cable). All indications showed that the Internet signal was strong. I was even instructed to disconnected my Internet line from my TV and plug it into my laptop, which also confirmed that my signal was strong. Running a download test showed my speeds constantly in the 12's. Over the past two months, I made numerous calls to Samsung tech support asking for assistance and received only finger pointing, telling me it is either my Internet or Netflix. Keep in mind I was also unable to view Hulu. Samsung eventually sent a firmware upgrade link, (a $40.00 thumb drive was required) and I attempted to download the firmware upgrade into the TV. The TV showed that there was no upgrade for me. When I called Samsung back, I was told, "Your TV is too new for a firmware upgrade." Obviously, I went through the roof after purchasing a thumb drive; painfully taking steps to make sure the download was performed correctly only to find that this was all a huge waist of time, money and additional phone calls. Keep in mind, my TV, like most customers is mounted to the wall and assess to the rear of this 58" beast is no simple feat. During another call to Samsung tech support, I was walked through various tests and resets. During one call, the tech operator told me that that "I would have to call back, since I have been on the phone with you too long." When I asked why she couldn't stay on the phone and finish the reset? She replied that she had to go and hung up. I completed the reset and of course found that it did not correct the problem.

Frustrated, I immediately called back and asked for a tech supervisor. Again, I explained to him my frustration and of the numerous phone calls to Samsung, Netflix and Cox Cable. This time I was told that there have been problems with various apps and a repair was scheduled. A repair? This is a brand new television. I then began to research the Internet and found numerous postings from Samsung customers complaining of the same streaming video issues. I also found that on the Netflix website, under "problems with internet streaming," Netflix specifically states that owners of Samsung 6500 series televisions, (that's me) need to contact Samsung directly. To make this specific statement on their website proves that there are issues surrounding this particular TV. When my repair was scheduled, the specialist flat out told me that most likely replacing a circuit board replacement would not solve the issue since the problems are with the apps.

I am beyond frustrated and disappointed. What started as a carefully thought out and planned purchase has been a series of frustrating tech support phone calls and finger pointing between Samsung, Cox, Hulu, and Netflix, a consumer nightmare. Sadly now, all fingers now point directly to Samsung. If I could, I would return this TV but am now past the return date and at the mercy of factory authorized repairpersons. I am not looking forward to having a two-month old television repaired just as a new car buyer would not want a transmission replaced. All faith and trust is now lost in this product.