28-07-2019 10:47 PM in
It appears to be impossible to do the following
- enter art mode by tapping power quickly
- using the home menu
- using smart things
all of these cause the TV to shut down
also connecting over Bluetooth does the same
and - it’s not possible to preview or use a picture for art mode in smart things
the smart things app can work as a remote and can control the tv
is this a known issue , or does it need returning ?
Solved! Go to Solution.
10-08-2019 02:46 PM in
Hi - the replacement from Currys came, and this DOES work. As does the app
So it does look like some sort of faulty batch. I think it is really bad for Samsung when they sell direct to do this to everyone. Certainly will never buy direct from them in the future, after reading how poorly they treated people.
To be fair to Currys, they were good, and never had an issue with replacing, once I explained I had tried everything with Samsung. I was firm with Currys, that they were the retailer, the duty was on them, not Samsung to sort out. I can imagine they try and push people back at Samsung, but if you are firm they will replace.
I know that is not much help to members who bought direct. Good luck
10-08-2019 04:15 PM in
That’s great news for you petermaude!
I’ve just got off the phone with a supervisor after a number of messages this morning.
It turns out they only have two issues logged. So if everyone could email them to log their issue at this email address it will help them determine what the issue is, and resolve them. Thanks!
09-10-2019 02:12 PM in
I have similar issues.
When my tv is in art mode it is unresponsive. I can power off and power on. But all the other buttons on the remore don't do anything.
I can only get the tv working by enabling an HDMI device, I think the TV then automatically leaves art mode.
09-10-2019 02:48 PM in
So we have had work back now, and (more importantly) a solution!
Could those of you with the 2019 Frame TVs send a PM through to me? Please include the model code of your Frame in this message. This is so we can get a USB sent out with the relevant update.
Looking forward to your messages!
Welcome to the Community!
02-11-2019 07:30 AM in
04-11-2019 02:44 PM in
Hi, I was pretty firm with Currys. The main premise of this TV did not work out of the box. Replace it, or refund. They replaced, and it was fixed.
If you have purchased direct from Samsung. First of all, I would now never buy direct from samsung, I like the protection of a UK Retailer.
Tell Samsung, you are not prepared to have it repaired, under consumer law (As long as it was immediately after purchase) they have no choice. Keep escalating at Samsung, until someone sorts out a replacement, would be my approach