Samsung Replaces Blu-Ray Player That Won’t Play Perfectly Good Discs

"Look, by not playing 'John Carter,' I was just trying to protect you."

“Look, by not playing ‘John Carter,’ I was just trying to protect you.”

Richard was unhappy with his Blu-Ray player. Some discs wouldn’t play at all. Samsung claimed to be on it and working on a firmware update as a solution to the problem, but have said that for a year now. What was a customer who just wants to watch some movies to do? His family couldn’t even watch “The Dark Knight Rises.” What horror! Richard flexed his complaining muscles and fired off a letter to Samsung’s Office of the President e-mail address.

I am a writing to inform you of a very serious situation that has made me lose all of my faith in Samsung as a reputable company that stands behind its products and supports its customers, and to ask you for your help in resolving this matter.

I own a Samsung Blu-Ray Player, Model #BD-C6900/XAA. With its current firmware (v1024.1) that was released last March 26, 2012, this unit is defective, as numerous DVD’s are incompatible and will not play! For nearly a year now, Samsung has told me that it is aware of the problem and that a firmware update to correct this issue is “coming soon.” Next month will mark the 1-year anniversary of your last firmware upgrade for the BD-C6900. As a result, I have never been able to play certain DVD’s on this player because of firmware limitations!

I seek your help in resolving this matter. I am requesting that Samsung immediately address this matter and release a firmware upgrade for the BD-C6900 to correct the problem, or replace my Blu-Ray player with one that works! My latest Samsung Transaction Number is [redacted]. If you would kindly review the notes in my file, I am confident you will agree that I am not being unreasonable in making this request.

After some discussion with Samsung staff about what exactly happens and which discs won’t play, Richard sent us an update.

I wanted to follow up with you regarding Samsung’s handling of my “defective” BD-C6900 Blu-ray Player. This unit is not actually defective; however, from the very beginning it would not play numerous DVD’s, apparently due to software/firmware incompatibility. Samsung had been promising a firmware update since March 26, 2012 (the date of their last firmware update) to correct the problem, but said firmware simply never came. To Samsung’s credit, however, they did the right thing and replaced the unit with a comparable (actually superior!) current model and everything is now resolved.

I am very impressed with the way Samsung handled this matter, as it is nice to see a large international corporation that stands behind its products. Samsung has earned a loyal customer in me, and I look forward to a long and happy relationship.

So Samsung does the right thing, as long as you’re able to get in touch with the executive customer service team.