Support

Open search

Apps storage space issue

First Poster

Dear all,

I'll tell you my experience up to now with the Samsung Italia customer care, via email.

I opened a ticket describing the well known low memory error, that prevents the apps (event the preloaded ones) to update. In my case I had nearly 80MB free, and it needed 127MB free to update.

 

The agent told me to check the firmware version, update it if needed, and perform a full factory reset. I did it and, as expected, the situation was the same, with only some more free memory (120 MB).

At this point the agent told me that it's normal (why did he made me reset the TV??), and if I want I can install additional apps using external drives.

 

I told that the TV is not compliant to the specifications, since it's impossible to keep application updated, even the preinstalled ones, so it is no more a smart tv, possibly in some time even Netflix or PrimeVideo won't be supported anymore.

An upper level agent told me that it's perfectly compliant, because I can install apps on external memory, but I think he's only fooling me.

Note that, at least in Italy (don't know if it is a European law or not), if a product is not compliant with the specifications, the seller has to replace, repair or reimburse the product (it has nothing to do with warranty!).

 

I'll keep you updated about this case.

 

Cheers

Voyager

@carlosnd wrote:

Dear all,

I'll tell you my experience up to now with the Samsung Italia customer care, via email.

I opened a ticket describing the well known low memory error, that prevents the apps (event the preloaded ones) to update. In my case I had nearly 80MB free, and it needed 127MB free to update.

 

The agent told me to check the firmware version, update it if needed, and perform a full factory reset. I did it and, as expected, the situation was the same, with only some more free memory (120 MB).

At this point the agent told me that it's normal (why did he made me reset the TV??), and if I want I can install additional apps using external drives.

 

I told that the TV is not compliant to the specifications, since it's impossible to keep application updated, even the preinstalled ones, so it is no more a smart tv, possibly in some time even Netflix or PrimeVideo won't be supported anymore.

An upper level agent told me that it's perfectly compliant, because I can install apps on external memory, but I think he's only fooling me.

Note that, at least in Italy (don't know if it is a European law or not), if a product is not compliant with the specifications, the seller has to replace, repair or reimburse the product (it has nothing to do with warranty!).

 

I'll keep you updated about this case.

 

Cheers


Hello and thanks for telling us your experience. It's interesting that Samsung are telling you the same lies that they're telling us in the UK. You're right that the TV  is not actually a smart TV because the apps can't be updated.

 

Lie no 1: Having such a small amount of storage is normal and in line with their specification: wrong. Why is the storage in all their other ranges, including the 2017 predecessor to the NU7400, so much greater?

 

Lie no 2: There's no problem because you can install additional apps to USB. It's true that you can do this but only when the internal drive is full. If the internal drive is full it means that the built-in apps cannot update because they require INTERNAL storage. They cannot install or update to USB, so this doesn't solve the problem.

 

Also, why should we have to supply our own additional storage to install additional apps which are marketed through the Samsung app store? Why isn't the TV specified to have enough storage to accommodate them? This is the case with all other TVs, even within other Samsung ranges. The issue only applies to NU7000 range TVs.

 

Your consumer law is similar to ours here (as I detailed in the previous posts tonight) so we all should be able to get replacement TVs from the retailer if we keep pushing. However, the bigger problem is with Samsung and we have no power to influence their position. It has to come from the retailers. If enough people complain to the retailers, maybe something will happen. I totally hate Samsung because of this issue and will never deal with them again.

Navigator

Well i am fed up with this issue, i can not enjoy my new tv because i am living with the fear that the apps will stop updating in a few months etc.

 

I am going to e-mail Richer sounds today and i will report back what they say.

Navigator

Emailed richers sounds and have had a reply, they are going to give me a full refund..

 

That is just excellant customer services

Explorer

I to had excellent service from RS, they offered me several 55" units as an upgrade to my 50" 7400 at zero cost, but I plumped to pay the difference and get the LG49SK8100 and I am very happy with it.

 

Might be worth seeing what they can offer as a replacement as that 6 year warranty they offer is hard to march outside of RS.

Voyager

Wow, total respect! This thread is a great advert for Richer Sounds and I would now choose them over John Lewis. I feel fobbed off by JL (although I think I'll get there in the end) but RS don't mess about and take ownership of the issue right away. Brilliant service.

Navigator

i agree, i will definatly be getting my next tv from them, i am just going to have a look and see what i fancy.  I do not think they will offer me a replacement, and thats fair enough.

Black Belt 

@Tony47 wrote:

Wow, total respect! This thread is a great advert for Richer Sounds and I would now choose them over John Lewis. I feel fobbed off by JL (although I think I'll get there in the end) but RS don't mess about and take ownership of the issue right away. Brilliant service.


I agree Richer Sounds are a brilliant retailer.  They were the only major retailer to give full refunds for the 2016 KS series over the misrepresentation of the smart things dongle.  John Lewis are paying out to some.  Curry's I would never ever buy anything from them. 

Explorer

 


@mdazza wrote:

@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.
 

 


These responses from Mr ***** would be comical in any other circumstance:

 

If my figure of 1GB as available for customer use is not exact I apologise for the lack of accuracy, this was an estimation of available memory following the memory requirements for the pre-installed operating system and Apps.  However, the TV was advertised as having 4GB, the allocation of this is not specified, and it is therefore as per specification.

 

Samsung are currently investigating an issue raised by around 10% of customer’s on initial install, this is however not linked to your concerns as you have confirmed that you are not experiencing any specific problem with the TV.

 

As such we must clarify that it is working to Samsung specification and thus we cannot support your request for a replacement.

 

Regards

 

Sean *****

Presidential Escalations Team Manager| UK & Eire

e: *******

t: ++44 (0) 330 726 7864

Explorer

I've replied with:

 

I understand why a given figure may not be exact but the difference between 1GB and 15MB is not a question of precision. I would appreciate if you could acquire accurate figures for the space requirements of the preinstalled OS and apps. I would be very much surprised if the OS and pre-installed apps together amount to much more than 1GB, nevermind the 3.8GB you're asking me to accept is the case.

 

The NU8000 TV has effectively the same amount of 'used' storage out-of-the-box as the NU7 series - roughly 800MB. However, it has over 2GB unused and available to the end user. Are you able to confirm the total storage advertised for the NU8000?

 

I never confirmed I am not experiencing any specific problem. In my first email to you and the one previous to this, I described my issue: my TV is unable to update preinstalled apps - prior to installing any others - due to insufficient internal storage space. This is a symptom of the root problem and that root is what I am discussing with you.

Again, this has been observed and confirmed as a known fault by several levels of Samsung's support team. This would not be the case if the TV was working to Samsung specification.

 

It is not plausible the TV has 4GB of storage and only 150MB is available to me. The TV shows only 1GB total storage.
It is unacceptable I should be prompted to free up internal storage to update preinstalled apps when I haven't installed anything else and preinstalled apps cannot be deleted - the only temporary workaround being to reset Smart Hub each time the message reappears.

 

I must repeat my request for a suitable replacement as I have yet to receive a satisfactory response evidencing your clarified position or addressing this fault.

Top Liked Authors