Solved: QE55Q7FAMT Scheduled Recording - Page 2

Freck · ‎11-12-2017

Having a few issues using scheduled recording on a QE55Q7FAMT , I have read a few threads with this issue with other models so seems to be a common problem. Bought it in August from Currys but only got round to trying the recording option for the first time last week. Firmware updated to 1151, factory reset, several powered drives tried with no success, auto tuning off etc etc. It appears that the usb port lets the hdd go to sleep and doesn't waken it for recording, whether scheduled or live, it works if I restart the hdd manually though. Anyone got a fix to this yet, I have samsung support on the case after 4 frustrating days with no replies to email, call centre staff pretending they can't hear me, calls hanging up, not loggin my call, eventually got a reference number today, awaiting there next move as it appears there is a 24hr wait after trying an "over the phone" fix.

paul1277 · ‎04-08-2018

@Waynimus wrote:
@paul1277 I am encountering a similar issue with the 2018 QLED Q7FN with regards to failed recordings.

Sometimes it works, but often when I check for recorded shows many of them have failed.

Can you advise how you went about getting a refund for this particular issue?

I also have an ongoing dispute with Samsung with regards to my TV bearing in mind the Q7FN was a replacement for the KS7500. The first Q7FN had a cluster of dead pixels and a great picture. Samsung were initially good in their response and agreed to replace the TV, awaiting stock two weeks later.

In the meantime I was just increasingly impressed with the first TV. The replacement gets delivered and shockingly it is a big dissapointment. I have basically candle lights flashing in and out of view across the bottom of the screen, worse in HDR, but visible in both dark and lit room conditions. This was not a problem for the first TV.

Shockingly, Samsung refuse to acknowledge this as a fault, and despite the TV being brand new and a week old, they state that if they send an engineer for inspection that I must pay for this if they do not find in my favour.

This response has completely put me off Samsung. The first Q7FN was so impressive that I consider it to be the best TV I have ever owned, but now experiencing their poor customer support when things do not go smoothly, I'm more leaning towards just trying to get a refund and washing my hands of them.

They make life so difficult and frustrating with every follow-up email.

While I don't consider the TV Failed Recordings to be the biggest issue, if Samsung will acknowledge that, then I guess that's something. I am just shocked that they are not interested in the main fault.

I would greatly appreciate any input you can provide on the Failed Recordings issue, and any links to other more recent users who may have the same failed recordings issue on the 2018 QLEDs.

Cheers.

Hi I had issues with recordings on a ks9500. Samsung replaced it with a q9f which was awful, wi t h blooming and a dark shadow around the edges. HDR was dull. Far worse than the ks. I sent pictures to Samsung and AV Forums. Samsung said it was within spec, the forums said it was awful. It would also not record. Samsung admitted they had a known issue with the recording feature and it could not be repaired. They eventually gave me a full refund.

If it was Samsung who replaced your TV then they are your retailer and if within the first 4 weeks I think you can reject as faulty. Also if it fails recording then same again. It does seem to be a bit hit and miss with their TVs. I dealt with UK CEO office details on their customer support page.

Paul

Waynimus · ‎04-08-2018

@paul1277 wrote:
@Waynimus wrote:
@paul1277 I am encountering a similar issue with the 2018 QLED Q7FN with regards to failed recordings.

Sometimes it works, but often when I check for recorded shows many of them have failed.

Can you advise how you went about getting a refund for this particular issue?

I also have an ongoing dispute with Samsung with regards to my TV bearing in mind the Q7FN was a replacement for the KS7500. The first Q7FN had a cluster of dead pixels and a great picture. Samsung were initially good in their response and agreed to replace the TV, awaiting stock two weeks later.

In the meantime I was just increasingly impressed with the first TV. The replacement gets delivered and shockingly it is a big dissapointment. I have basically candle lights flashing in and out of view across the bottom of the screen, worse in HDR, but visible in both dark and lit room conditions. This was not a problem for the first TV.

Shockingly, Samsung refuse to acknowledge this as a fault, and despite the TV being brand new and a week old, they state that if they send an engineer for inspection that I must pay for this if they do not find in my favour.

This response has completely put me off Samsung. The first Q7FN was so impressive that I consider it to be the best TV I have ever owned, but now experiencing their poor customer support when things do not go smoothly, I'm more leaning towards just trying to get a refund and washing my hands of them.

They make life so difficult and frustrating with every follow-up email.

While I don't consider the TV Failed Recordings to be the biggest issue, if Samsung will acknowledge that, then I guess that's something. I am just shocked that they are not interested in the main fault.

I would greatly appreciate any input you can provide on the Failed Recordings issue, and any links to other more recent users who may have the same failed recordings issue on the 2018 QLEDs.

Cheers.
Hi I had issues with recordings on a ks9500. Samsung replaced it with a q9f which was awful, wi t h blooming and a dark shadow around the edges. HDR was dull. Far worse than the ks. I sent pictures to Samsung and AV Forums. Samsung said it was within spec, the forums said it was awful. It would also not record. Samsung admitted they had a known issue with the recording feature and it could not be repaired. They eventually gave me a full refund.
If it was Samsung who replaced your TV then they are your retailer and if within the first 4 weeks I think you can reject as faulty. Also if it fails recording then same again. It does seem to be a bit hit and miss with their TVs. I dealt with UK CEO office details on their customer support page.
Paul

Yes, I have been in contact with their president office escalations team. It started out well enough. The communication regarding the exchange from the KS7500 to Q7FN went smoothly enough, and even on discovering a cluster of dead pixels, they promptly agreed to another replacement.

I am not sure what their issue is now, but things turned very sour the moment I informed them that this TV is even worse. I get the impression they may only be permitted to do 1 replacement by management, but it's not my fault they ship out borked TVs!

I'll try and find some more info on the TV Failed Recordings issue, as I suspect I may need to push forward with a fault that they can not just disregard.

@paul1277 Could you share the email you sent in that helped you get a refund by PM?

I have told them I consider it faulty, though they disagree, and when I asked for a replacement or refund, or uplift number for the retailer so I can get a refund from them - all requests were disregarded.

When I asked to have an engineer inspect the issue with the flashing candle-like LEDs with dodgy dimming, I am told that I have to pay if they don't find in my favour. I find it disgusting that they can state this and disregard a fault without even seeing the TV first hand.

As I no longer have the KS7500 purchased from PRC Direct, is Samsung now considered the retailer in the case of the exchanged Q7FN?

Any further info anyone can provide with regards to the TV Failed Recordings would be greatly appreciated.

paul1277 · ‎04-08-2018

@Waynimus wrote:
@paul1277 wrote:
@Waynimus wrote:
@paul1277 I am encountering a similar issue with the 2018 QLED Q7FN with regards to failed recordings.

Sometimes it works, but often when I check for recorded shows many of them have failed.

Can you advise how you went about getting a refund for this particular issue?

I also have an ongoing dispute with Samsung with regards to my TV bearing in mind the Q7FN was a replacement for the KS7500. The first Q7FN had a cluster of dead pixels and a great picture. Samsung were initially good in their response and agreed to replace the TV, awaiting stock two weeks later.

In the meantime I was just increasingly impressed with the first TV. The replacement gets delivered and shockingly it is a big dissapointment. I have basically candle lights flashing in and out of view across the bottom of the screen, worse in HDR, but visible in both dark and lit room conditions. This was not a problem for the first TV.

Shockingly, Samsung refuse to acknowledge this as a fault, and despite the TV being brand new and a week old, they state that if they send an engineer for inspection that I must pay for this if they do not find in my favour.

This response has completely put me off Samsung. The first Q7FN was so impressive that I consider it to be the best TV I have ever owned, but now experiencing their poor customer support when things do not go smoothly, I'm more leaning towards just trying to get a refund and washing my hands of them.

They make life so difficult and frustrating with every follow-up email.

While I don't consider the TV Failed Recordings to be the biggest issue, if Samsung will acknowledge that, then I guess that's something. I am just shocked that they are not interested in the main fault.

I would greatly appreciate any input you can provide on the Failed Recordings issue, and any links to other more recent users who may have the same failed recordings issue on the 2018 QLEDs.

Cheers.
Hi I had issues with recordings on a ks9500. Samsung replaced it with a q9f which was awful, wi t h blooming and a dark shadow around the edges. HDR was dull. Far worse than the ks. I sent pictures to Samsung and AV Forums. Samsung said it was within spec, the forums said it was awful. It would also not record. Samsung admitted they had a known issue with the recording feature and it could not be repaired. They eventually gave me a full refund.
If it was Samsung who replaced your TV then they are your retailer and if within the first 4 weeks I think you can reject as faulty. Also if it fails recording then same again. It does seem to be a bit hit and miss with their TVs. I dealt with UK CEO office details on their customer support page.
Paul
Yes, I have been in contact with their president office escalations team. It started out well enough. The communication regarding the exchange from the KS7500 to Q7FN went smoothly enough, and even on discovering a cluster of dead pixels, they promptly agreed to another replacement.

I am not sure what their issue is now, but things turned very sour the moment I informed them that this TV is even worse. I get the impression they may only be permitted to do 1 replacement by management, but it's not my fault they ship out borked TVs!

I'll try and find some more info on the TV Failed Recordings issue, as I suspect I may need to push forward with a fault that they can not just disregard.

@paul1277 Could you share the email you sent in that helped you get a refund by PM?

I have told them I consider it faulty, though they disagree, and when I asked for a replacement or refund, or uplift number for the retailer so I can get a refund from them - all requests were disregarded.

When I asked to have an engineer inspect the issue with the flashing candle-like LEDs with dodgy dimming, I am told that I have to pay if they don't find in my favour. I find it disgusting that they can state this and disregard a fault without even seeing the TV first hand.

As I no longer have the KS7500 purchased from PRC Direct, is Samsung now considered the retailer in the case of the exchanged Q7FN?

Any further info anyone can provide with regards to the TV Failed Recordings would be greatly appreciated.

Here is my email exchange with Sanumg,

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 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, didi 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 helps

Paul

Waynimus · ‎04-08-2018

Thanks for that enlightening reply, Paul. For Samsung to offer you a refund does that mean you purchased your TV from them?

I think I did see you mention Amazon in their. I am just unsure if Samsung will give me a refund. I was under the impression I would need an uplift number from Samsung to give to PRC Direct.

Cheers.

paul1277 · ‎04-08-2018

@Waynimus wrote:
Thanks for that enlightening reply, Paul. For Samsung to offer you a refund does that mean you purchased your TV from them?

I think I did see you mention Amazon in their. I am just unsure if Samsung will give me a refund. I was under the impression I would need an uplift number from Samsung to give to PRC Direct.

Cheers.

I must admit I was surprised as I did buy from a third party on Amazon. After 6 months Amazon were useless and I would never buy from them again. Richer Sounds for me. When I escalated to the CEO then they sorted things. Took a few emails though.

Paul

Waynimus · ‎04-08-2018

Thanks for the info. I'll be getting in touch with them again on Monday.

If you think of anything else that might help my case I would appreciate any further input. I think I should be good with the info provided otherwise, cheers again.

It's a shame, as the TV Failed Recordings essentially backs me into a corner of a refund only - as it seems they have not or can not fix this issue.

I'd have just preferred a further exchange for the main disregarded fault with the current panel, especially given that the first TV with the cluster of dead pixels was otherwise excellent

Waynimus · ‎04-08-2018

*duplicate post

paul1277 · ‎04-08-2018

@Waynimus wrote:
Thanks for the info. I'll be getting in touch with them again on Monday.

If you think of anything else that might help my case I would appreciate any further input. I think I should be good with the info provided otherwise, cheers again.

It's a shame, as the TV Failed Recordings essentially backs me into a corner of a refund only - as it seems they have not or can not fix this issue.

I'd have just preferred a further exchange for the main disregarded fault with the current panel, especially given that the first TV with the cluster of dead pixels was otherwise excellent

Get a refund and that leaves options.

Paul

Waynimus · ‎05-08-2018

@paul1277 wrote:
@Waynimus wrote:
Thanks for the info. I'll be getting in touch with them again on Monday.

If you think of anything else that might help my case I would appreciate any further input. I think I should be good with the info provided otherwise, cheers again.

It's a shame, as the TV Failed Recordings essentially backs me into a corner of a refund only - as it seems they have not or can not fix this issue.

I'd have just preferred a further exchange for the main disregarded fault with the current panel, especially given that the first TV with the cluster of dead pixels was otherwise excellent
Get a refund and that leaves options.
Paul

My main reluctance for a refund is my original 65 KS7500 was £1,149, purchased as they were all being phased out, which was obviously a bargain.

So if I get a refund for the Q7FN, it will naturally be a refund of my price paid.

I really love this Q7FN as well. The first one with the dead pixels was really quite spectacular. It has some nice features with the Auto Game mode, so I can stick a 4K Blu-ray into the Xbox and Game mode turns itself off, there's no having to mess with any settings to achieve that. The 2018 QLEDs are also to my knowledge the only TVs on the market that support Freesync/Variable Refresh Rate.

Obviously I can not stick with a TV where it's lighting up all at the bottom. While it's far worse in HDR, I was watching an SDR Blu-ray last night and even spotted it with the Backlight at 5. I would never expect to see any issues with such settings, to me that shows how bad it really is.

If I can't get an exchange then I feel my hand is forced and will have to try and push for a refund for the fault mentioned (which Samsung will still disregard) and the TV failed recordings issue.

I can understand their reluctance in not wanting to do an exchange again. The TVs are obviously expensive and I've had two of them. So they may not want to send a third, and given their poor quality control, I suppose it's possible it could happen again.

Waynimus · ‎08-08-2018

Hmm, strange how when you request a refund they take longer to reply. No emails back today.

I emailed yesterday stating I am within 30 days and rejecting goods as faulty.

I sent a follow-up today after reading about statutory rights / distance selling. After 3 days of owning the brand new Q7FN I emailed Samsung CS to return the TV. They refused in their reply back, offering only repairs, of which I may have to pay for inspection.

Just recently I discovered that within 14 days of owning/taking delivery a customer can return goods for a full refund, and even do so with no reason provided. Well I contacted Samsung after 3 days as mentioned, and was refused.

Now it's some 20+ days later, I have referenced previous emails and stated that I should have had an offer of a refund under UK law. Furthermore at the top of the link below, it even states they must offer a refund. My first Q7FN they accepted as faulty and they did not offer a refund, only an exchange.

https://www.gov.uk/accepting-returns-and-giving-refunds