Smart monitor trackpad lags when connected to macbook pro

[RamyHaarlem]

I purchased a Samsung M7 smart monitor (model S32DM703UU) and I use it as an external monitor connected to a Macbook pro 16 inches (2019).

I have these settings:
Picture mode - standard
Resolution: 1792x1120
Connection: HDMI port 1 

I see that the trackpad lags. Not in the sense that the device itself lags (it refreshes correctly on my native macbook monitor). But I think that there is a problem with the refresh rate so that the image doesn't get updated quick enough and I see the mouse lagging. 

I tried with a USB-C cable as well and I have the same problem.

I wanted to enable game mode but the option is grayed out. No matter how I change the settings, it's always grayed out.

Why is it grayed out, I wonder? Can anybody help me understanding how I can enable it? I think maybe it can solve the problem.

[Ajay-A]

Hallo @RamyHaarlem,

Thank you for your message. Do you notice these lags and is gamemode also greyed out when you connect another device to the monitor?

With kind regards,

Ajay

[RamyHaarlem]

I have another Samsung Monitor that has an ever lower frame rate (30 HZ instead of 60) and there I can enable game mode and the mouse doesn't lag. I measured my mouse speed on this TV (M7) and it's twice slow than on my built-in monitor. I am at the point that I don't even use it to work because it's too slow and it's much easier without it. The customer. I feel like it's a total waste to buy a 60 HZ monitor if the actual refresh rate is 10 and I don't even use it 😕

The customer service is evasive. It's very hard to speak with a human. What am I supposed to do?

[RamyHaarlem]

I'm sorry because I had some trust in Samsung and I thought that they were serious. In the beginning instead of returning the product I wanted to fix it so I gave it a try, but I saw that the customer service was unavailable so I wanted to give it some time and see if I could speak with somebody who could solve my problem.

But I notice with deep regret that it's nothing but a company of scammers. Once I'm out of the 14 days purchase window I realized that the customer service goes in a loop like this:
- If you call they either hang up on you, or they tell you to call them on whatsapp
- On whatsapp, a bot answers which cannot solve my problem and I can never speak with a human
- The top of the top of the scam is when out out options, I choose the online form to send it for reparations, which is already a very asinine option because it would be easier to just speak with a human for one minute. Given that I've spend 400 Euros for it I don't ask much if I want a few minutes with a human. But the online form is fake as well, it says that there is an error and you are supposed to call their inexistent customer service.

I thought it was just a poor service, but I realize that it's nothing but a scam. I spent 400 Euros for a 60 HZ UHD screen for a screen that i was supposed to use to work remotely but the image is poor and the frame rate is something around 10 HZ. Unusable. it's a scam if you cannot even send it back or speak with a human.

I am at the point that I totally lost trust in Samsung and I write this just as a warning for other users not to let Samsung scam them. I wish I purchased the product with a credit cards so I could chargeback these scammers. 

[Ajay-A]

Thank you your response and feedback @RamyHaarlem,

Is gamemode also greyed out when you connect another device to the monitor and can you upload a video highlighting the issue? I will contact our Product Specialist about your situation then. 

With kind regards,

Ajay