@Robbienobs wrote:
I habe sent this to samsung in response to their email regarding CEO contact for what it's worth:
Dear Kirsty,
Thanks for your email regarding the direction of my correspondence; unfortunately the issue I have is that when I concentrate my efforts on communication through the correct channels, it has finally come to nothing but denial from Samsung that any issues remain,and that basically its good enough.
I am still hoping your senior management team see that there needs to be some additional investment in getting the firmware where it should be, and show its customers some real commitment to quality with resolving these faults.
I am in the process of communicating with the BBC's Watchdog programme including all of the email addresses of other who will corroborate the issues and Samsung's handling of the faults with their firmware updates. I would rather not spend additional time in doing this as I have spent hours upon hours writing, testing and posting to attempt to get a fix.
I have also found that when I purchased the Samsung soundbar and R1's, this was first advertised this as fully wifi capable with the tv that I have (2016 K Series), but now the way the product is advertised by samsung has been amended; I have screen shots from the Samsung products pages as evidence of this from last year. Samsung have quiet cleverly added the generic term "Cable connection required from Soundbar to TV to receive 5.1 surround sound".
This is due to be communicated to Trading Standards tomorrow to include this change in advertising and also the issue that Samsung appear to want to not include the firmware as part of the product, resulting in what can only been viewed as a breach of Samsung's Warrantee that clearly states you will either repair or replace the faulty product.
Samsung are basically now just arguing symantics as no matter who views the evidence in hand, the product is obviously faulty and not operating as advertised at the time of purchase; the firmware is clearly part of the product itself and as such must be included in the warranty. Furthermore your service partners confirmed the issues are present and agreed fully that it was not operating as it should, only for Samsung to then change this guys report to suit their own ends; this end would be to constantly deny that the product is faulty.
I will say that the only part of this whole episode I am vaguely happy with is your communications, albeit limited by input from the various teams involved (and senior management I would imagine).
Your own website states that "Quality Assurance" will "Surpass all Expectations".
"Samsung ensures the consistent delivery of excellence based on an effective quality management system that guarantees our products and services, beyond customer expectations".
I repeat "beyond customer expectations" not good enough for Samsung!
Regards,
Go to this link for quality statements
You should also point out that the user manual for the R1's clearly states (page 13 I think) that when setting up a 5.1 Wi-Fi system a cable is required for non-Samsung Tv's or pre 2016 Samsung models.
Regards
