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Apps storage space issue

Explorer

@discofizz wrote:

3.13Gb free on a UK model, so therefore 4Gb overall, confirmed by an owner. 



Perhaps this is the reason for the RU7 series' extortionate RRP!

Apprentice

I was talking to someone who still has the same TV as the one I'm still waiting for Samsung to pick up.

 

They said they noticed yesterday a new app had been force installed (Hayu), and can't be deleted. But also that the available space had increased from 7% to 15%?! 

 

Anyone had a similar experience? 

Explorer

In other news - another reply from Mr Archer:

 

I did reference in my earlier e-mail communications that if you are experiencing problems, such as what you have described in your mail below, please do send examples of this (screenshots) and we will be happy to review this further with our Product Specialists at Head Office as this would then require Samsung Support.

 

Regards

 

Sean Archer

Presidential Escalations Team Manager| UK & Eire

 

and my response:

 

Please find attached a photo of the "insufficient storage" message I received upon initial setup of the TV and several times since then. You will note the required space is more than what is available to me out-of-the-box and following several Smart Hub and complete TV resets.

 

As you will have seen from my previously sent video, the total storage of my TV shows 816.18MB - nowhere near the stated 4GB. In my case, 690.87MB is already occupied by the OS and preinstalled apps which leaves only 125.31MB available to me - nowhere near the stated 1GB.

 

This experience so far has been incredibly frustrating. It's one thing to be told there is no resolution timescale for the known issue I'm having. It's quite another to escalate the issue and have it dismissed as "working to specification" by the Presidential Escalations Team Manager, particularly when it surfaces that at least 10% of customers are experiencing the same issue. Each report of this known issue should not be treated as an isolated case. Each customer with a faulty TV should not have to prove and re-explain the issue to 4 or 5 people, especially not when escalated.

 

I came to you for clarification on the resolution process. Despite your attempts to dismiss and discredit the issue with my UE55NU7-series TV, my expectation remains the same.

 

Given that attempted hardware fixes don't work, which also eliminates any software fix, I again request a suitable, fully-functional replacement unaffected by this design fault/oversight.

 

Mr Archer's reply this morning:

 

Thank you for the further information.

 

To clarify, the TV is to specification in that it has a memory of the advertised 4GB, the error message for which you have provided evidence in your last e-mail is a separate issue that has been reported to Samsung by some customers  and thus why we were wishing to clarify whether you were directly affected.

 

As we now have confirmation that you are an affected customer we can clarify that this is currently under review with our UK and HQ Product Specialists Team and a permanent resolve is awaited.  However, and in the interim as a temporary resolve, if this error message appears it can be removed by turning the TV off and on at the mains which will remove this.  To confirm whilst this error states that an automatic update was not completed this is not the case and the TV is, and will remain, fully up to date.

 

Your details will be held on file by our office as we continue to liaise with our Product Specialists and as soon as a permanent resolve is made available we will communicate this with you.

 

In the interim we apologise for the inconvenience that this is causing but wish to assure you that we are working to resolve soonest.

Explorer

So Mr Archer has at last admitted there is an issue but maintains the TV has 4GB total storage.

 

I don't know what to say anymore!

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Voyager

@mdazza wrote:

In other news - another reply from Mr Archer:

edit

 

You write a good letter! Coincidentally I heard back from John Lewis' repair company this morning. Samsung have told them exactly the same thing about turning the TV off at the mains and then back on (a power cycle). I can confirm that this doesn't work. When I turned the TV back on and went to the apps I got a different error message: "Cannot install. Please try later. Error 116".

 

I then exited the apps and went back in. Straight away I got the usual error message about lack of space (can't update) and the available space is exactly the same. More rubbish from Mr Clueless Archer.

Explorer

@Tony47 wrote:

@mdazza wrote:

In other news - another reply from Mr Archer:

edit

Samsung have told them exactly the same thing about turning the TV off at the mains and then back on (a power cycle).


lol so basically, turn if off and back on again, the laziest "IT support" response possible

Voyager

Yes, the IT crowd are now working for Samsung!

 

Right, another update. I'm with John Lewis, as long term readers of this soap opera will know. They referred my case to one of their third party repair companies, who tackled Samsung on behalf of JL. Samsung gave them the usual BS, the same as they give to us. I spoke to the repair company this morning and later on I spoke to JL themselves. The guy I spoke to at JL customer support was very much on my side, but the problem with JL is that they play it by the book and require an 'uplift number' from the manufacturer before they can process a refund or replacement.

 

Samsung told JL's repair company that they are working on a firmware fix (haha) and wouldn't supply an uplift number. The JL customer support guy relayed this to me and said that his manager had authorised the supply of an Amazon Fire Stick in the meantime! That's a new one.

 

I told the support guy that this has been the same story since December, and if Samsung haven't found the 'fix' by now they never would. A firestick was not a solution. He then spoke to Samsung whilst putting me on hold. He agreed that Samsung can't have an open-ended get out of jail free card. There has to be a time limit. He said that JL want to give the best possible customer service but they are being let down by Samsung and it makes them look bad (which it does).

 

My own view is that they should exercise independent thought and assess the case on its merits, taking the risk on behalf of the consumer. They should recompense the consumer at their own risk and then take it up with the manufacturer, rather than covering themselves by taking no action until the manufacturer has relented and supplied the relevant paperwork to take on liability. On this basis I'm very disappointed with JL.

 

The situation now is that JL have given Samsung 72 hours to come up with a concrete solution and to contact me within that time. They will also independently contact Samsung to check whether this has been done. They think it's unlikely, but by giving Samsung a deadline they can force the issue of an uplift number to allow my TV to be swapped out. Therefore I think that I've got perhaps one last hurdle to jump over. Roll on Saturday!

Apprentice

Could anyone pls Tell me when the error message show up? When you start the TV or when you go to apps?

Voyager

It's when you go to the apps icon. The error message pops up when you click on it if you're over the storage threshold. 

Apprentice

@JH33 wrote:

I was talking to someone who still has the same TV as the one I'm still waiting for Samsung to pick up.

 

They said they noticed yesterday a new app had been force installed (Hayu), and can't be deleted. But also that the available space had increased from 7% to 15%?! 

 

Anyone had a similar experience? 


Yep, Hayu has appeared in my apps too! I didn't notice if it made any difference to my available space though. I did of course get the usual 'can't update' error message before trying to look. 

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