@LDMaughan wrote:
Hi,
My M5510 updated it's self to version 1250 and ever since it's stopped recording (or viewing) from the Schedule Manager onto my USB stick. This issue occurred either with the TV on standby or on, I don't even get the onscreen prompt 5 mins before the scheduled program starts.
It was working fine until the update.
And the Timeshift & Instant Record functions still work fine after the update, its just the Shedule Manager that doesnt function.
Please help!
It is a known issue with all Samsung smart TV's. Their customer support will not admit it but their UK CEO office did by email which I have copied below. I had a KS9500 which stopped working, then a Q9F same issue, then a Q900R 8K and the same again all gone back. The emails show my dealings with samsung CEO office over this issue.
paul1277 Hotshot
05-06-2018 03:36 PM
Hi Paul, can you please explain what the problem is with scheduled recordings. I have a KS8000 so would I see the same problem? I may need this as ammo is JL don’t come up with an offer.
Thanks
Steve
I will do may best to try to condense the story but it did take over 8 months from start to finish. They will try all tricks to get out of it but as you have seen you have a case because Richer Sounds would not be giving refunds if there was none. I bet the other retailers hate RS. I post the details shortly.
Paul
This is quite a long post but this is Samsung admitting they have a problem with the sceduledrecording on all their 2016 2017 TV's.
It took only a few emails to the CEO to sort, here are the main one’s.
S e a n * * * * * *
Senior Customer Services Executive| UK & Eire
e: ********** moderators will not allow emails so change * to @
t: +44 (0) 330 726 7864
Before that online chats and telephone calls and never once did I get a call back even though they promised they would.
I bought a 65KS9500 from Amazon (first mistake because you loose your section 75 protect). After a couple of weeks it stopped doing scheduled recording. I contacted Samsung online and after 3 or more separate chats they advised a full reset. That worked (but I lost all my settings), for a couple of weeks and stopped. Samsung customer service then had me taking photo’s of the TV, changing USB drives and I was getting no where. They arranged for Martin Daws to inspect the TV and they changed the one connect, did not work, then they came around again and changed the main PCB board. Wow it work, for 2 weeks and again stopped. That's when I contacted the CEO and this is the email,
“Yes, it's in respect to my TV not recording which has been ongoing since August without getting rectified. I had Martin Daws round twice to change the one connect and then the main PCB board. It worked for a week after the board was fitted. If I do a factory reset it works for a week then stops working. Martin Daws informed me that they had sent a request to you tech for advice last October and had heard nothing. When I contact your support all I get is to contact Martin Daws, and M Daws say they cannot do anything until they hear from you. I feel like the piggy in the middle. What with the HLG, HDR10+ and smart connect and a TV that will not do as advertised I am getting a little bit fed up.
Thanks
25 jan 2018”
This was there reply
“This issue of scheduled recording and some reports of challenges being experienced remains under review by our Product Support Team at Head Office.
As a result, in light of the number of challenges that you are facing with this television and pursuant to your specific situation if you could provide us with a copy of your purchase receipt we will be happy to consider your claims further.
Regards
Sean ******
Senior Customer Services Executive| UK & Eire
e: *******
t: +44 (0) 330 726 7864
26 jan 2018”
So I did and this came next which was a nice suprise
“Dear Mr L***
We would be happy to exchange for the QE65Q9FAMTXXU as a full and final resolution to this matter.
If this is agreeable I will proceed with arrangements.
Regards
Sean ******
Senior Customer Services Executive| UK & Eire
e: *******
t: +44 (0) 330 726 7864”
Which was agreeable to me and then I got this email,
@“On 29 January 2018 at 16:44, UK President <*******> wrote:
Dear Mr L***
Thank you for sending a copy of your receipt as requested.
As previously mentioned in light of the various challenges that you are facing we would like to consider an exchange model for you, as advised this is pertinent to your specific situation.
However, prior to reviewing a suitable exchange we first do need to highlight that the scheduled recording issue is an on-going discussion with our Product Specialists in Head Office and HQ and thus any replacement may encounter similar issues. In addition the Smart Things Extend is not a feature that was released and thus will not be available on any replacement.
We wanted to provide transparency ahead of further discussions but if you did wish to consider the exchange we would be happy to review and discuss further.
Regards
Sean ******
Senior Customer Services Executive| UK & Eire
e: *******
t: +44 (0) 330 726 7864 “
It is in this email where they admit to an ongoing problem with scheduled recording which they had to cover them selves so that I would not send the new tv back with the same issues. I agreeded and they did replace the TV at no cost.
The TV did have the same recording issues as the KS, but worst the the HDR picture was auful and so dull. I put pictures of Star Trek on here and AV Forums to show how bad it was and a lot agreeded. I also sent same pictures to the CEO and he said they were within spec! I was about to hit cloud nine when I continued reading the email,
Paul
@ON 21 February 2018 at 15:50, UK President <*******> wrote:
Dear Mr L***
We are in receipt of the further photos however our Product Specialists position remains that the panel/TV is not faulty and is within specification.
I feel that we are therefore at an impasse as your request to exchange would not progress this matter to your satisfaction.
Therefore, if you could forward a copy of your purchase receipt for the original product (I cannot see that we have this on record) we will offer a refund payment in respect of this product following collection of the replacement.
Regards
Sean ******
Senior Customer Services Executive| UK & Eire
e: *******
t: +44 (0) 330 726 7864
Samsung Electronics UK
Samsung House
1000 Hillswood Drive
Chertsey, Surrey, KT16 0PS”
As you can see they have offered a full refund which I got.
Hope it helps.
