Hi!
First of all, I'm from Argentina, so technically there will not be any "direct" way for Samsung Europe to help me, nevertheless I'll try to search for some guidance.
Having said that let me explain my situation.
I have a ru7100 tv that had a firmware prior to 1401. One day when turning the tv on I'm being received by a message on the tv that said something along the lines of "updated successfully" (don't remember the exact words.)
That auto-update (OTA) was to 1401, and this introduced the bug with the subtitles. When this happened I've searched the forums (official Samsung forums) and there was little information, so my next stop was to go to the official Samsung page, with my specific model number and search for a firmware update. At the time, there was indeed an update with the number 1409 (remember, official page) so I've downloaded it, and installed it. This fw did NOT fix the subtitles bug.
Called Samsung support ARGENTINA, they never EVER understood my problem, made me factory reset the hub, the tv, asked me to turn my tv to the official service for a checkup (which i'll no -taking my device to a service center). A week later I found that the firmware 1409 "doesn't exist", and instead is replaced by the 1406 (again, official Samsung page for my model). So I've downloaded it, but cannot upgrade -obviously- because my installed firmware got a bigger number that the "newer" firmware I'm trying to install.
A few days passed by, and started to find many many posters (in this European forums) talking about this exact same problem, and Samsung ACKNOWLEDGED them by manually releasing a 1409.1 (which really is the 1406 If I'm not mistaken).
Of course the fw manually released by Samsung Europe for this particular issue is for the European users, meaning that I should not install that fw on my tv. That's why I'm on a quest to find that manually-released fw, but for the LATAM counterpart.
I've tried MANY MANY times talking to the support number for Argentina, and in every case the agents that took my case (first line support) treated me like crazy, like the fw 1409 NEVER existed, that the LAST version is the 1406, and they even said I've lied and "installed the wrong fw version from another tv". Of course my tv is out of warranty, and I will not take the tv to any service because obvious reasons.
In my country there is NO way to talk to a second line (like a much specialized tech support) like I've seen you guys have here through email. So hopefully someone can lean me a hand in this matter?
I mean, Samsung released that 1409 ver by mistake, there should be a 1409.1 (or alike) with latest real firmware.
Sorry if my English is a mess, not my first language.
Thanks for reading if someone got this far.
UPDATE ===========================================================
The fw version 1420 was released a few days ago, and it fixed the subtitles bug BUT generated a totally new and completely infuriating bug. An audio sync issue when using S/PDIF.
I use a sony muteki home theater connected via SPDIF, and now everything is out of sync (everything that comes out the SPDIF). Lets say I open youtube, the audio is out of sync, and trying to correct it from the samsung works, BUT ONLY for youtube. If I change to prime video, USB, disney, apple TV, etc. The sync needed is DIFFERENT for every platform.
Something weird is going on here.
Have a nice day!!
Edit: Grammar mistakes
Edit2: UPDATE
