HT-J4500 home cinema, cycling on and off repeatedly.

[scotchbaz]

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. 

[FunkyGibbon74]

Hi all

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

[Gavin79]

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.

[Alison40]

When I contacted samsung on the web chat today I was advised that they tried the hardware fix on a few machines and it didn't work so they will be doing a software update and contacting people soon. My frustration isn't the wait as I understand they won't commit to a fix as its got to be developed and fully tested before pushing out but it's the lack of consistency in the communications people are getting that's the issue.

[AmAmsnl]

Had been offered same solution in NL. However they want €97 euro shipping charge. Unless I carry in a few hundred kms from my house. Fyi am in Amsterdam. I asked if it would be repaired for sure. They thought that was a good question ....

[josefalhanga]

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.

[Dave81]

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.

David

[FlappyChicken]

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.

[Goteck]

Hello,

I just contacted the french customer support by phone
If device in warranty : they change it
If not in warranty : they proceed to a repair in their center (they didn't say if it was free or not)
But they told me that their ingeneers were working on a firmware fix and adviced me to wait for a few days
They don't know about a fix date

[Alison40]

It seems phoning the support centre is the best result .. I've now got an engineer coming to pick up my device for a free repair
0333 000 0333

[Gavin79]

Agreed FlappyChicken...
Still, the right thing to do would be for Samsung to go that bit further and issue a media statement/notice of recall to get the news to the masses whom haven't thought to do what we have all done and enter into dialog on the community forum.

Reckon the Samsung strategy is Quick fixes for the few of us on here, that will satisfy us, stop all the noise we're making and will ensure the sleeping giant is left undisturbed and that's a lot of otherwise good systems going straight to landfill...

Not very fair when most companies issue a recall...

There are worse companies out there, Whirlpool/Indesit/Hotpoint with the tumble dryer saga, how long they took to get round to fixes whilst fires raged, we know to avoid those companies now.

Samsung could do the right thing and get the message to the rest of their customers, if anything that kind of action would have me running to buy their technology, knowing we were in good hands and being looked after but it's been a week of hard fighting getting to this stage..

[Goteck]

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. 

[Norbi79]

I m having mein collected tomorrow. UK samsung is very helpful.

[phils2]

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.

[AWestley]

How do you get through to online chat? I've had a look but couldn't find it

[Gavin79]

AWestley..

https://www.samsung.com/uk/support/

Click "Contact Us" or scroll down to "Live Chat (Online)" near bottom of page...

Have your bluray model number and also the full S/N code to hand, you'l find that on.tbe sticker at back near barcode on bluray player, you need the full S/N code before they will approve a repair...

[Retro]

I have been back on to chat and am awaiting a call from a repairer to arrange collection.  The agent suggested I pack up the whole system, cables and all 🤣 

[Gavin79]

Hi Retro...

When they call to inform you of courier collection date, they will let you know it is ONLY the vd player! No power cables, no remotes, ONLY the player so don't pack anything else, all will be explained to you when they arrange your collection date.

[Retro]

I know, I just thought it was hilarious that she would think we need to send everything so it could be tested 😂 If an AV tech doesn't have a power cable etc they're not very good 😉

[Dubl1ana]

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!

[Jay86]

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 😞

[Gemain]

Avis aux utilisateurs Français : 

Vous pouvez attendre ou vous pouvez nous rejoindre.

Nous sommes maintenant 30.

Nous avons contacté l'association HOP et également un député.

Plus d'informations ici :

https://m.facebook.com/groups/561079594538531?view=permalink&id=563254007654423