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Apps storage space issue

First Poster

Same issue here! I bought the a 50NU7400 in December in Italy.

I've just noticed it, I haven't contacted the customer care yet.

Any news?

Explorer

I emailed the President/CEO last week with this:

 

- Subject : [Subject]Unacceptable customer service

- Contents : President and CEO,

I''m writing to you as a frustrated and disappointed customer.

 

I have recently purchased a 55-inch NU7400 TV. It''s a great TV for the money however it has a major design flaw - internal storage is merely 1GB. I was told by your TV support team this should be 4GB.

 

This 1GB storage issue prevents apps updating and generally reduces the usefulness of the smart TV.

After discussion with several other Samsung 2018 7000 series TV owners, this is consistent and specific to this series. The entire 2017 lineup had more storage as does the rest of the 2018 lineup.

 

There is no hardware fix - this has already been investigated but your engineers have concluded there is no mainboard for NU7000 TVs with adequate storage. Strangely, I have been told it will be fixed by a software update. However, I have been told there is no time constraint on this and no other form of resolution has been offered.

 

It is unacceptable that I am expected to just deal with an inherently faulty product that is not truly fit for purpose.

All competitor TVs in the same price bracket have at least 4GB internal storage. For example, the LG UK6750 has 4GB and the Sony XF7003 has 16GB internal storage!

 

The issue was initially reported towards the end of last year. 3 months later, there has been no appropriate response from Samsung. A software update is not going to fix what a mainboard change cannot fix either. I have been told I am expected to wait indefinitely even if no resolution is ever offered. This is completely unacceptable!

 

To offer a solution, I request a replacement 55-inch NU8000 which is not affected by this design oversight and allows for full use of all expected Smart TV capabilities.

 

 

I just received this reply:

 

I am contacting in response to your communication to our CEO’s office concerning your Samsung UE55NU7400 and internal memory specifications.

 

We can confirm that the internal memory of the TV is 4GB as advertised.  However, a portion of this is allocated for existing requirements (such as pre-installed Apps) and available memory is then at 1GB for an end user to facilitate.  This is not a design fault and, as you have been advised, it is not applicable to any updates that would be released for the TV.

 

In respect of your concerns over the available memory may we understand as to any specific problems that you may be encountering, and evidence as available, we will then be happy to discuss this with our Head Office Product Specialist Team for support?

 

Regards

 

Sean ******

Presidential Escalations Team Manager| UK & Eire

e: *******

t: +44 (0) 330 726 7864

 

Office Opening Hours – Monday to Friday 9am to 5.30pm

 

Samsung Electronics UK
Samsung House
1000 Hillswood Drive
Chertsey, Surrey, KT16 0PS

Explorer

@mdazza wrote:

I emailed the President/CEO last week with this:

 

- Subject : [Subject]Unacceptable customer service

- Contents : President and CEO,

I''m writing to you as a frustrated and disappointed customer.

 

I have recently purchased a 55-inch NU7400 TV. It''s a great TV for the money however it has a major design flaw - internal storage is merely 1GB. I was told by your TV support team this should be 4GB.

 

This 1GB storage issue prevents apps updating and generally reduces the usefulness of the smart TV.

After discussion with several other Samsung 2018 7000 series TV owners, this is consistent and specific to this series. The entire 2017 lineup had more storage as does the rest of the 2018 lineup.

 

There is no hardware fix - this has already been investigated but your engineers have concluded there is no mainboard for NU7000 TVs with adequate storage. Strangely, I have been told it will be fixed by a software update. However, I have been told there is no time constraint on this and no other form of resolution has been offered.

 

It is unacceptable that I am expected to just deal with an inherently faulty product that is not truly fit for purpose.

All competitor TVs in the same price bracket have at least 4GB internal storage. For example, the LG UK6750 has 4GB and the Sony XF7003 has 16GB internal storage!

 

The issue was initially reported towards the end of last year. 3 months later, there has been no appropriate response from Samsung. A software update is not going to fix what a mainboard change cannot fix either. I have been told I am expected to wait indefinitely even if no resolution is ever offered. This is completely unacceptable!

 

To offer a solution, I request a replacement 55-inch NU8000 which is not affected by this design oversight and allows for full use of all expected Smart TV capabilities.

 

 

I just received this reply:

 

I am contacting in response to your communication to our CEO’s office concerning your Samsung UE55NU7400 and internal memory specifications.

 

We can confirm that the internal memory of the TV is 4GB as advertised.  However, a portion of this is allocated for existing requirements (such as pre-installed Apps) and available memory is then at 1GB for an end user to facilitate.  This is not a design fault and, as you have been advised, it is not applicable to any updates that would be released for the TV.

 

In respect of your concerns over the available memory may we understand as to any specific problems that you may be encountering, and evidence as available, we will then be happy to discuss this with our Head Office Product Specialist Team for support?

 

Regards

 

Sean ******

Presidential Escalations Team Manager| UK & Eire

e: *******

t: +44 (0) 330 726 7864

 

Office Opening Hours – Monday to Friday 9am to 5.30pm

 

Samsung Electronics UK
Samsung House
1000 Hillswood Drive
Chertsey, Surrey, KT16 0PS


I'm not sure why it won't show the email address but it's uk(dot)president(at)samsung.com

 

Anyway, I replied back with this:

 

Dear Mr ******,

 

Thank you for taking the time to reply. I really do appreciate it.

 

The details you have confirmed are quite enlightening.

 

If the case was as you described with 1GB entirely available to me, this would be satisfactory. However, this is not the case. Out of the box, my UE55NU7400 shows 1GB total storage with a mere <150mb is available with over 700mb occupied by pre-installed apps. I have reset Smart Hub several times and also reset the TV using the available options in Settings. Sadly, this yields the same result each time - there is never anywhere near 1GB available for me to use. This was also done remotely by a Samsung support agent when I initially reported the issue.

 

Given the significant inconvenience of setting up login credentials, etc. each time I do a reset, I am reticent to do it again knowing the result will be the same. If absolutely necessary, though, I will video another reset to show evidence of my experience as explained above.

 

I mentioned in my first message to you that this issue had been reported towards the end of last year. Since then and as recently as yesterday there are end users purchasing NU7000 series, discovering an unacceptable lack of usable storage space and reporting it to Support and the Samsung Community forums.

 

The details you have confirmed show what some end users are experiencing is not intended behaviour. There is definitely a fault, whether by design or otherwise.

 

Please provide a timescale for resolution by replacement with an unaffected model or otherwise.

 

 

We'll see what Samsung comes back with.

Highlighted
Explorer

Good stuff keep at em. That is written confirmation that it "should" have 4gb memory and as we call all prove our models do not. 

 

Thankfully RS swapped mine out and I am very happy with the LG, but I wont ever touch a Samsung product again, due to their appalling customer service

Voyager

Well done for these emails. I can't understand why Samsung are ducking and diving around this issue and clearly playing dumb. The logical next question is why is only the 2018 NU7000 series affected? If it was designed this way, are the designers incompetent? I'll also use that CEO email address later on.

Apprentice
Well done thanks for the e mail I just emailed him myself
Explorer

I suspect as we do the reason Samsung are ducking and diving is they know this issue is not resolvable via a firmware fix. And I assume they are probably under some contracts with the app suppliers, so they cant give the user the option to delete any of the preinstalled/"undeletable" apps. So, in this case they should absolutely admit the flaw and offer replacement options either directly or with the retailer for a full refund. Will this ever happen, probably not Well apart from the decent retailers who at their own discretion have offered replacements.

 

I bought mine from Amazon, i'm fairly confident i could get a replacement, but to be honest, the TV is great for everything else and i have all the apps i need, so i probably wont be going that route.

 

Will i be buying another samsung tv in the future? hell no!

Explorer
When is internal memory full, can you install new apps into usb flash drive? Or you are not able to install anything at all?
Voyager

@Patrick169 wrote:
When is internal memory full, can you install new apps into usb flash drive? Or you are not able to install anything at all?

Yes, you can install additional apps on to a USB drive when the internal memory is full. This option only reveals itself when there is almost no memory left, and it asks you to insert a USB drive for the app you're trying to install. However, the built-in apps still need internal memory to update and can't update on to USB, despite what the support bots at Samsung try and tell us. Therefore the issue remains - the memory will be full and when an update is due the same error message will appear.

 

Below is the message you get regarding external storage when there's not enough space in internal storage:

 

insufficient storage.jpgExternal storage message when internal storage is full

Explorer

Well, at least we can install something... It could be easy solution for Samsung, they could add option to move internal apps to usb stick...

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