Originally Posted by HDMe2
FYi... for posterity, I figured it was time to contact Samsung via eMail support again since I have done so before. I might have not fully explained things (like I know there is a workaround for Tangled) but the gyst was that I own a bunch of unplayable movies and know of some others and have some with audio issues too... and would like to know what's up...
Here's a copy of what I sent:
"I have been patiently awaiting an update for my BD-UP5000 since many new release Blu-ray movies (and some DVDs too) have been unplayable. I understood that Samsung would provide firmware updates as new movies in the Blu-ray format come out that require them.
So far I own the following unplayable movies: Bambi, The Incredibles, Superman/Batman Apocalypse, Tron Legacy
I am also aware of the following movies being unplayable so I cannot yet purchase them: Chaplin, Splice, Tangled, Thirteen Ghosts
Additionally, while the following movies play, they have serious audio dropout issues under certain configurations (especially 60fps mode or LPCM output): Iron Man 2, Megamind, Shrek: The Whole Story, Toy Story 3, Up!, The Walking Dead Season 1
I have mostly been very happy with my Samsung player, so much so that I bought a Samsung HDTV to go with it... but I am finding the lack of updates and increasing number of new movies that do not play to be frustrating.
Please advise as to the status of a firmware update that will address the above issues.
Thank you in advance."
Nice letter, but you are waisting your time. All you will get is a standard canned response to update your firmware to the latest, do a system reset etc. That's all I have got in response to any E-mail I have sent. They will also say to contact them on the phone if things continue and/or contact them to send your player in for repair.
You must call them in person on the phone and even if you do that you will get no reliable information. You should call them and open a level one ticket and ask to be escalated to 2nd level support and get a support ticket opened there as well. They only really track the 2nd level calls and those are the ones that count. I would guess that very few of you have taken things this far assuming that an E-mail, call or chat is enough but I assure you that chats, E-mails and 1st level calls get tossed or otherwise pawned off. It is only calls that count and 2nd and higher ones. In my case since I am a pest (I call at least once a month for status on my ticket for Bambi opened in May) that they toss my stuff as well.
Every once in a while I will do a chat and see if there is any new information, which there never is. I was told 2-3 months ago that a update would be released in a few weeks. Others have been told the same thing.
I have even escalated to ECR (Executive customer relations) 2-3 times in the past year and have gotten nowhere with them either. They know so little at that level about the players, technology and issues that they are worthless. I have been promised many times that they would get back to me on status and no one ever E-mails or calls me back. They have both my Google voice number and my E-mail and I have never been contacted.
The only time I was contacted was when I discovered there were ~20 or so older movies broken by 1.5. That intrigued them enough and they found it "interesting" and decided to investigate and correct the problems. I was able to also get UFO Showtime and a couple other issues addressed then as well. I have the E-mail but not the phone number of the person I worked with, but they never write back either and as I recall the call I received from them was from a blocked number so I was never able to capture that. Though I do have the main number for that facility, but they have since disconnected it. BTW - the call back I received was in response to a 2nd level ticket and I was sent there because there were so many Fox movies that no longer played after the Avatar "fix" That was back in the day that they actually cared to support this player. Now I get the distinct feeling and reaction from their support personnel that they don't care and do not intend to do anything about these movies that don't play.