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Apps storage space issue

Explorer

@mdazza wrote:

@mdazza wrote:

@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.


Just received Mr ******'s reply:

 

Thank you for your mail.

 

In further response may we refer to the request in the original mail and the further information, as available, for this to be reviewed further:

 

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

 

 

I'll send the 'evidence' when I get back home this evening. This has rapidly devolved into unabashed stalling.



I've just had another reply from Mr Archer at Samsung after sending video evidence of less than 150MB available space immediately following a Smart Hub reset:

 

The TV is as advertised and is working to specification and thus your replacement request is not able to be supported.

 

As the manufacturer however if specific problems are being encountered with the functionality we will be happy to support these and thus the request for details and clarification.

 

Regards

 

Sean *****

Presidential Escalations Team Manager| UK & Eire

e: *******

t: +44 (0) 330 726 7864

 

I've replied with this:

 

Dear Mr ******

 

By your own previous statements regarding the specification and expected function of the TV, my TV is not working to specification.

 

To quote you, "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."

 

I have demonstrated this is not the case and described the negative effect this has on the function of the TV - specifically an inability to update apps without resetting the Smart Hub at significant inconvenience to the end user. Your records, recorded calls and ticket details will show my TVs behaviour has been recognised not only as a fault but a known fault at several levels of your support hierarchy.

 

At this stage, your dismissal of the issue is entirely unacceptable considering I have consistently been told there is a team of engineers and a technical specialist working towards a 'fix'. Worse still, there are many others experiencing exactly the same issue who've also been promised a 'fix' is coming after having had motherboard changes on their NU7 series TVs in attempts to remedy the fault. A brief visit to your community forums will evidence this.

 

Your response completely contradicts everything we have been advised to this point. Unless you are implying your entire support team is wholly incompetent or misinformed, the TV is certainly not as advertised or working to specification.

 

I have readily supplied the requested details - I strongly advise you visit the community forums should you require further evidence that this NU7 series is not as described and not fit for purpose.
 
Again, I request a suitable replacment or other favourable resolution.
 

 

Explorer
Does anyone know where else this can be escalated to?
Navigator

I thnk its time to go to watchdog, that reply is shocking and MUST not be accepted. 

 

If this gets out on national TV i suspect there will be a lot of people who will respond with "me too" and this will cause samsung to act.

 

We have enough evidence on this forum and thread alone to support the fact that this has been labelled "a fault" and we have indeed been promised a "fix"

 

 

Navigator

Well I reset the hub and no more free space was released . Also tried deleting manual as per video and it does not work 

Explorer
Watchdog wont be interested mate, not enough people affected by it and of no interest to them.
Navigator

Can I just confirm something? 

I have lost 25mb over night and at this rate I'll be getting the error soon  

 

Has anyone got to the point where resetting the hub has not worked and the apps have not updated?? 

Voyager

@chrisnewton wrote:

Can I just confirm something? 

I have lost 25mb over night and at this rate I'll be getting the error soon  

 

Has anyone got to the point where resetting the hub has not worked and the apps have not updated?? 


That hasn't happened yet but it's only a matter of time before it does. It looks like your updated apps need more space than the old versions, which is totally understandable.

Voyager

Consumer rights:

 

I'm a member of Which magazine and I had a look at the issue of consumer rights today. I've also generated a template letter to retailers (provided by Which) which I'll paste here separately. In a nutshell, for those of us whose TVs are less than 6 months old it's imperative that we turn our fire back on the unfortunate retailer because things get more difficult after six months. Please see below.

 

Can I get a full refund? - the first six months

If you've owned the item for less than six months, the retailer must give you a full refund if an attempt at a repair or replacement is unsuccessful. The only exception to this is motor vehicles, where the retailer can make a deduction for fair use after the first 30 days.

 

It doesn't matter whether you bought your goods before or after 1 October 2015 - in the first six months from when you buy something, the onus is on the seller to prove your defective product was of satisfactory quality when you received it. It's not for you to prove that the faulty item was not of satisfactory quality in order to get it repaired or replaced during the first six months after purchase.

 

Six months or more

If a defect develops after the first six months, the burden is on you to prove that the product was faulty at the time the goods were delivered to you. In practice, this may require some form of expert report, opinion or evidence of similar problems or defects across the product range.

 

The retailer can also make a deduction from any refund for fair use after the first six months of ownership if an attempt at a repair or replacement is unsuccessful.

 

You have up to six years to take a claim to the small claims court for faulty goods in England, Wales and Northern Ireland, and five years in Scotland. This doesn't mean that a product has to last six years - just that you have this length of time in which to make a claim if a retailer refuses to repair or replace a faulty product.

Highlighted
Voyager

Which magazine template letter to retailer for TV replacement or refund. They have up to 14 days to respond.

 

Date

Dear Sir or Madam,

REFERENCE: <name/order number>/John Lewis-Samsung 55NU7500

I purchased the Samsung 55NU7500 from John Lewis on <date>. At the point of purchase I paid £651.

The Samsung 55NU7500 is unfit for purpose. There is insufficient internal memory to allow the built-in apps to update. Each time they try and update a pop-up window appears with a memory warning. It asks the user to delete some apps to allow the update, but the built-in apps can't be deleted.

 

(*EDIT: I would put in a little more detail here about what Samsung have said regarding the main board being compliant with their specification even though it's not, and also simultaneously denying that there's an issue yet telling users that they're working on a fix!)

The Consumer Rights Act 2015 makes it an implied term of the contract I have with John Lewis that goods be as described, fit for purpose and of satisfactory quality.

As you are in breach of contract and I've owned the product for less than 6 months, and a previous attempt at repair or replacement has also failed, I am within my statutory rights to ask for it to be replaced at no further cost to me. 

(Alternative: I am within my statutory rights to ask for a full refund of the original cost paid). 

I await confirmation that you will provide the remedy set out above within 14 days of the date of this letter.

Yours faithfully,

Voyager

Further guidance notes from Which:

 

This letter has been created using the information you entered when answering questions about your faulty product. Please make sure it accurately describes the issues you wish to refer to the retailer before taking things forward.

 

  1. Send the letter to John Lewis via email or post.
  2. Give John Lewis 14 days to respond.
  3. Don't be fobbed off! Under the Consumer Rights Act 2015 it is the responsibility of John Lewis to put the situation right. Don't let them tell you they can't help as you're out of warranty, or blame the manufacturer.
  4. If you've asked for a repair or replacement but it will take either an unreasonably long time or put you at a significant inconvenience, you're entitled to request a refund.
  5. Similarly the retailer can refuse your requested remedy in preference for another if they can prove your request is disproportionately expensive or not possible.
  6. If you've owned the Samsung 55NU7500 for longer than 6 months it's your responsibility to prove that the fault was there at the time of purchase.
  7. If John Lewis fails to respond or reach a satisfactory settlement with you, you can either go to the manufacturer (if the Samsung 55NU7500 is under warranty) or take your complaint to an appropriate ombudsman.
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