Matthew raves about Samsung’s Twitter customer service (@samsungservice), but is incensed about the repair process itself, which he says has failed to stop his Blu-ray from freezing up like Sean Suisham.

He writes:

I want to compress my year-long struggle with Bluray and Samsung into a quick e-mail. I bought my Samsung BD-P2550 back in January. There were a few issues like hanging/freezing that were sporadic enough I attributed it to disc scratches or buggy firmware. I noticed the firmware updates were frequent enough to keep the player so I hoped for the best.

Besides, I was enjoying streaming Netflix movies, ironically, the most entertaining and dependable feature of the player. Waiting was a bad choice because the labor warranty expired and the firmware updates didn’t help. Freezing became more frequent. I receive Bluray movies from Netflix and heard about issues but these were flawless – not even dust or finger prints. So, after 6+ months I broke down and sent the unit into Samsung for service.

I get the same player back but supposedly repaired. After about one month the freezing begins again. This happened on regular DVDs as well. So, instead of spending 15 minutes on the phone I tweeted their @samsungservice address and with one message received a new UPS return label. Nice! Surely the second round of repairs would work, right? Unfortunately, that’s why I’m writing this e-mail. I received my same player, again, but apparently their small battery of tests didn’t find the problem.

Freezing continues and movie watching is constantly frustrating, requiring 2-3 player reboots to finish a movie. What’s my next step? When a repair service doesn’t actually repair the product their servicing, isn’t it customary to replace the unit? Would a rightly worded letter to Samsung make any difference? If you think your other readers are getting the blues with Bluray, go ahead and publish my letter. Thanks.

It’s disappointing that Samsung hasn’t replaced the Blu-ray player, and probably worth a follow-up Twitter query. Has anyone gotten Samsung to swap out a faulty device?

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