P.
Petros .
Active since Oct 2023
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3 reviews2 weeks ago
Samsung's Own Firmware Update Broke The Functionality of My TV Remote - Documented Proof Ignored for Over a Month
UPDATE: Samsung SA continues to ignore documented firmware fault despite global Samsung community confirming Bluetooth pairing issues with firmware 1720.7 I posted on HelloPeter previously regarding my Samsung UA75BU8000KXXA 75 inch TV having its remote control rendered completely non-functional following Samsung's automatic OTA firmware update on 26 April 2026. Since that post, significant new developments have emerged that make Samsung SA's handling of this matter even more difficult to justify. Background: On 26 April 2026, my TV automatically received an OTA firmware update from version 1710.0 to 1720.7. Immediately following this update, all remote controls stopped working. Five remotes have been tested including three genuine Samsung remotes, none will pair. The TV is completely functional in every other way. I watch Netflix, Amazon Prime, Disney+, Apple TV, DSTV and YouTube daily. I stream Bluetooth audio through a speaker daily. I connect my phone via Bluetooth and stream music. I control the TV via the SmartThings app. HDMI, USB and optical connections all work perfectly. The ONLY fault is Smart Control pairing, which failed the moment Samsung's automatic update was app****. What Samsung SA has done: 1. Samsung SA's authorised repair centre, Pandodox under service order 4294104797, visited my home and confirmed in writing that they do not have tools to perform a firmware reinstallation. 2. Samsung SA issued a formal VOC Closure letter dated 18 May 2026, reference 3102188858, incorrectly diagnosing a *******ed main board requiring hardware replacement. 3. Samsung SA's Customer Escalations Desk responded in writing stating that Samsung is unable to reinstall firmware and has no timeframe for a corrective update. 4. The South African Samsung Community Manager, @Yud_Shar, has been tagged directly on the Samsung SA community forum and has not responded despite being contacted over a week ago. New Evidence Samsung SA is ignoring: Following Samsung SA's repeated failure to acknowledge this as a firmware issue, I posted on the EU Samsung Community firmware changelog thread. A Samsung Members Star named JAMES4578, who has direct contacts within Samsung's German engineering community team, responded and confirmed the following: - He reached out to his German community contacts specifically regarding the 1720.7 firmware changelog - Samsung's own contacts confirmed the 1720.7 update relates to stability and performance optimisation - Bluetooth pairing and Smart Control issues have been documented for the 1720.7 firmware update - JAMES4578 has offered to share my case with Samsung's German engineering contacts I forwarded this evidence directly to Samsung SA's Customer Escalations Desk. Samsung SA has not responded. Why the *******ed main board diagnosis is false: Samsung's own internal service diagnostics confirm the following, all of which I have photographic evidence of: - SVC Info logs: 'Date: 2026-04-26 Type: OTN(P) from: 1710.0 to: 1720.7', confirming the exact OTA update that caused the fault - SVC Info: 'Pairing: Smart Control: X', Smart Control pairing confirmed as FAILED - Debug menu: 'BT Throughput: Failure', Bluetooth data stack failure at firmware level - MODE: FAILURE throughout all service menu sections A *******ed main board would make the TV completely non-functional. My TV streams Bluetooth audio, connects via HDMI, USB and optical, runs all streaming apps and is fully controlled via SmartThings every single day. Anyone with basic technical knowledge would agree that a *******ed main board does not selectively break only remote pairing while leaving every other function perfectly intact. Where this stands today: Samsung SA has: - Closed my escalation - Refused to acknowledge a firmware fault despite photographic evidence from their own service diagnostics - Refused to acknowledge independent confirmation from within Samsung's own global community network that Bluetooth pairing issues are documented for 1720.7 - Failed to respond to direct contact with their own community manager - Provided no timeframe for a corrective firmware update - Left me without a functioning remote control for over a month following their own automatic update I am requesting Samsung SA to: 1. Immediately reopen my escalation 2. Acknowledge that Bluetooth pairing and Smart Control issues are documented for the 1720.7 update 3. Withdraw the technically false *******ed main board diagnosis 4. Escalate this to Samsung Global's firmware engineering team 5. Provide a timeline for a corrective firmware update for the UA75BU8000KXXA 6. Accept full responsibility for this fault under the Consumer Protection Act If Samsung SA does not respond substantively I will be filing a formal complaint with the National Consumer Commission under sections 54, 55 and 56 of the Consumer Protection Act and with the Consumer Goods and Services Ombud. Reference: 3102188858 Service Order: 4294104797 Model: UA75BU8000KXXA Firmware: T-KSU2EBUABC-1720.7
3 replies
3 weeks ago
Faulty OTA Firmware Update Broke My TV - Samsung Refusing Software Fix
Samsung South Africa pushed a faulty automatic firmware update to my TV that broke the remote control functionality, and is now refusing to take responsibility or provide a software fix, instead quoting me for unnecessary hardware replacements. My Samsung UA75BU8000KXXA 75" TV received an automatic OTA firmware update on 26 April 2026, upgrading from firmware version 1710 to 1720.7. Immediately after this update, all remote controls stopped working entirely. I tested three different remotes including two genuine Samsung remotes and none work. Here is what makes this case clear cut: my TV is completely functional in every other way. Every single day I watch Netflix, Amazon Prime, Disney+, Apple TV, DSTV and YouTube without any issues. I stream audio daily through a Bluetooth speaker connected to the TV. I connect my phone via Bluetooth and stream music through the TV. I control the TV fully via the Samsung SmartThings app over Wi-Fi. I connect and operate the TV via a USB keyboard. I connect a PlayStation via HDMI and it works perfectly. I connect via optical cable for sound and that is fully functional. Wi-Fi works perfectly. Every app works perfectly. The ONLY thing that stopped working is remote control pairing and it stopped working the exact moment Samsung's automatic update was app****. I accessed Samsung's own internal service diagnostic system which confirmed the following in black and white: - Samsung's own SVC Info screen logs: 'Date: 2026-04-26 Type: OTN(P) from: 1710.0 to: 1720.7', confirming the exact date and version of the update that caused the fault - Samsung's own diagnostics confirm: 'Pairing: Smart Control: FAILED' - Samsung's own Debug menu confirms: 'BT Throughput: Failure', indicating a firmware level *******ion of the Bluetooth pairing stack - The TV is in MODE: FAILURE throughout all service menu sections This is not a hardware failure. This is a firmware *******ion caused exclusively by Samsung's own automatic update. Despite this overwhelming evidence, Samsung South Africa's response has been as follows: - The authorised repair centre in Hatfield, Pretoria (Pandodox, service order 4294104797) confirmed they do not have the tools to perform a firmware reinstallation as they only deal with hardware issues. - Samsung SA issued a formal VOC Closure letter dated 18 May 2026 (reference 3102188858) stating the technician diagnosed the main board as *******ed and requiring replacement - Samsung SA refused to authorise a warranty repair as the unit is outside the manufacturer's warranty period - Samsung SA closed my escalation and advised all repair costs will be for my own account The main board diagnosis is technically false and anyone with even basic technical knowledge would agree. A *******ed main board would make the TV completely non-functional. My TV streams Bluetooth audio, streams music from my phone via Bluetooth, runs Netflix and all other streaming apps, connects via HDMI, USB and optical cable, and is fully controllable via SmartThings every single day. A *******ed main board does not selectively break only remote control pairing while leaving every other function, including HDMI, USB, optical, Bluetooth, Wi-Fi and all apps, perfectly intact. Samsung pushed a faulty firmware update to my TV. Samsung's own diagnostics prove it. Samsung's authorised repair centres admit they cannot fix it. And Samsung is now asking me to pay for hardware replacements to fix Samsung's own software error. I am requesting Samsung South Africa to: 1. Reopen my escalation immediately 2. Provide a technically qualified software engineer, not a hardware technician, to resolve this firmware fault 3. Accept full responsibility for the damage caused by their own automatic OTA firmware update, which I did not initiate and cannot reverse due to Samsung's own anti-rollback enforcement 4. Provide a written explanation of how a *******ed main board diagnosis is consistent with a TV that is fully functional in every way except remote pairing 5. Make direct contact with Samsung Global or the relevant department responsible for distributing firmware updates, to report this fault, arrange a firmware reflash of my specific unit, and provide a confirmed timeline for when a corrective firmware update will be pushed to the UA75BU8000KXXA 6. Escalate this to a technician or team who has Samsung's proprietary firmware flashing tools, regardless of whether they are based locally or internationally I have photographic evidence of every Samsung service diagnostic screen referenced above, including Samsung's own logs confirming the OTA update date and Smart Control pairing failure. I am prepared to escalate this to the National Consumer Commission under sections 54, 55 and 56 of the Consumer Protection Act and the Consumer Goods and Services Ombud if Samsung does not respond appropriately. Reference: 3102188858 Service Order: 4294104797 Model: UA75BU8000KXXA Serial: 01JD3FBTA00112Z
5 replies
32 months ago
False advertising and not delivering due to "pricing" issue.
I bought a monitor online via the Samsung SA website and Samsung SA did not deliver and cancelled my order. After paying and receiving order confirmation and delivery date, order was cancelled the following day without explanation or refund. I do not recommend ever buying or dealing with the Samsung online store. Very unprofessional and unreasonable people to deal with. No one ever gets back to you as promised.
5 replies
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