Although I've had it a good few years, never having a problem with it, my home cinema system is throwing a fit. It seemed to start when the blu ray/ dvd drawer wouldn't fully extend. I gently pulled it and inserted the disc and it seemed to work okay. The next day, when I switched it on, it now cycles through "LOAD", "No DISC" repeatedly, even when trying to use "D in", "AUX" or any other setting. I've disconected the drive from the rest of the unit, no difference. I've reset the unit whilst it was in stand by mode, nothing. It's not dirty inside, all very clean looking. Anyone know what's going on... Please help.I've looked over the net all to no avail.
Solved! Go to Solution.
Update on this. Statement we've just received for UK & Ireland users is:
"Samsung is aware of an issue affecting a small number of devices causing them to be continuously rebooting. If we recognise your model as one that is potentially affected then we are happy to offer a Free of Charge repair to rectify this issue only, once confirmed by our nominated Authorised Service Centre."
In other words, it's best to get in touch with the Samsung Audio/Visual Support teams directly, and they will advise/assist you from there.
Edit: I've also marked this post as the topic 'solution' to make it easier for folks to see.
So I have just got off live chat with them. My 2nd chat with them and asked for some clarity as reading about so many answers/replies they are giving to consumers. They have basically taken my details and have acknowledge there is a problem. They will do a free repair if it is purely associated with the reboot problem(which it is in my eyes as my unit HT-J5550W, was working fine before hand) if at all it is another problem I may be charged. To which I politely told them I will not be paying anything. So they basically said this
My details and Model Number & Serial Number of said unit
Engineer will contact me within 2/4 days
I will not have to pay anything unless they find something else. Yeah right!!!
Could not explain to me what has caused this or if any units had been fixed as of yet. Said that was above his head but to ask engineer when contacted
Problem has not been published on website or online as there is no workarounds and needs a repair of unit. Odd ???
Since this power cycle matter it is more of an internal fault rather than software. Regardless it is out of warranty samsung have acknowledged this case and would proceed a free repair
I will be instructed more when engineer contacts me
Then I was asked a series of questions basically regarding the COVID Pandemic. Any symptons, have I had it etc etc. Which leads me to beleive. Possibly engineer will be comming to my home
Thats about it really. Have taken screen shots of complete correspondence of live chat. I did ask why so many people are getting mixed replies from them. He couldnt/didnt wish to answer that
Fingers crossed all
Further to arranging repair of my unit free of charge by Samsung, I was contacted by Samsung under an hour ago to arrange for courier to pick collect my Bluray HT Player on Monday 29th June.
Samsung have instructed courier (DPD UK) to provide a box for my unit and will have pre printed label already on box.
From my end, things are seeming to come good now and Samsung doing what you would expect any good company to do, shame all the hoops i've had to jump through just to get to this stage not to mention what any are still enduring in order to expedite a repair BUT hopefully you all get there soon.
I'll keep my end of the bargain, all ending well, i'll have my faith renewed in Samsung once I have my repaired unit back BUT still feel a company statement in media/online to raise awareness to the no doubt countless 100's of thousands of customers unaware that their systems were bricked by a rogue update rather than a failed component as I initislly suspected when the fault first presented itself on my system.
I am from Portugal. I reported the problem to Samsung Portugal through emails, explaining that the problem had been caused by a firmware update (supposedly) as referenced on several international sites. The answers they gave me did not even pay attention to what I had mentioned. They just said I must take it to the repair centre closest to me at my expenses Well, Samsung brand with different behaviors in several countries. A great brand with a lack of global coordination .... I will no longer buy Samsung equipment.
I am in the UK and have managed to speak to someone on the Customer Support Helpline (0333 000 0333)
She said that they were aware of the problem and took my machine's serial number, to ensure that my machine was one of the affected.
I have been given an order number and told to expect a call from an engineer to arrange collection, to take away for a free repair.
It's not the news that I'm sure anyone wants to hear, but unfortunately it is not a simple fix via the internet, and needs to be repaired by a technician.
My first post is way back on page 13. I am also in the UK and when I contacted live support yesterday they said a fix or an update about a fix will be posted here but seeing others comments I have been in touch again. Today they immediately agreed to arrange for a free repair (with the caveat that if anything else was wrong they would contact me) and I am now waiting to be contacted to arrange a collection.
It seems that at least in the UK they are now owning up to the problem and also doing something about it.
4 years ago I had an issue with Samsung phone (battery was on the way to explode for phone coming from Germany, not so much ...)
Their answer : bring your phone to a center 200km away from your home. We'll keep it 3 mounths to change the battery. I bought a 30€ new battery in a random phone center.
It's always the same "support" with them. Lesson learned : I will not but anything from Samsung in the future.
I'm in UK and via online chat, have been given a service order number and told to pack my unit ready for a courier to collect in 3-5 days. My new best friend on the chatline was friendly and helpful as could be. So that's good and seems to be the best way to go - in UK at least. What's not good is that Samsung seem to have done nothing to alert all the owners of the dodgy units that they recognise the problem and will arrange a fix. They are waiting for the very few customers who have followed the action on this thread to contact them, then responding. They presumably think the 99% of other owners will just dump their brick and buy again. Samsung seem to have decided to take the cheapest route to avoid litigation etc from us irate few and stay schtum to the public at large. That's shoddy and unethical business practice. Shame on them. They won't be getting a Christmas card from me this year.
Has anybody's system been, at least, picked up yet like promised by the cust supp in their country? Repaired???? Please let us know if and when that happens! Cheers!
While it is good that finally UK is getting their bricks picked up for repairs, I am still waiting for their call in Canada. There is No CEO email available in our website and dumb**s tech team is not calling me. I don't want to go a long way to file a complain in consumer protection end deal with ***** but if I have to I will. Also, Canadian forum is silent 😞
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