Samsung South Africa
1.4|11,905 reviews
P.
Petros .
1 reviews | Active since Member
28 May 2026, 12:13
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
Helpful (0)
Replies (3)0
Replies (3)Samsung South Africa's replyOfficial
28 May 2026, 12:16Good day Petros
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM
Best regards,
Samsung South Africa's reply28 May 2026, 12:16
Official
Good day Petros
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM
Best regards,
Samsung South Africa's replyOfficial
29 May 2026, 10:46Good day Petros,
Thank you for posting your comment
We apologize for any inconvenience that this may have caused you.
As per contact made with reference number: 3102188858, by our Voice Of Customer Advisor. We have addressed your concerns in the order they were raised, and conclusion on this matter has been addressed accordingly.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
Thank you for posting your comment
We apologize for any inconvenience that this may have caused you.
As per contact made with reference number: 3102188858, by our Voice Of Customer Advisor. We have addressed your concerns in the order they were raised, and conclusion on this matter has been addressed accordingly.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
Best regards,
Samsung South Africa's reply29 May 2026, 10:46
Official
Good day Petros,
Thank you for posting your comment
We apologize for any inconvenience that this may have caused you.
As per contact made with reference number: 3102188858, by our Voice Of Customer Advisor. We have addressed your concerns in the order they were raised, and conclusion on this matter has been addressed accordingly.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
Thank you for posting your comment
We apologize for any inconvenience that this may have caused you.
As per contact made with reference number: 3102188858, by our Voice Of Customer Advisor. We have addressed your concerns in the order they were raised, and conclusion on this matter has been addressed accordingly.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
Best regards,
P.
Petros .'s updateReviewer Update
29 May 2026, 15:04Samsung SA, your response is not acceptable and does not address any of the issues raised.
You state that the conclusion on this matter has been addressed accordingly. It has not. My TV's remote control still does not work. Samsung's own automatic firmware update broke it over a month ago and it remains broken today.
You have not addressed any of the following:
1. You have not acknowledged that Bluetooth pairing and Smart Control issues are documented for the 1720.7 firmware update, as confirmed by a Samsung Members Star with direct contacts within Samsung's German engineering community team.
2. You have not withdrawn the technically false *******ed main board diagnosis. A *******ed main board would make the TV completely non-functional. My TV streams Bluetooth audio daily, runs Netflix, Amazon Prime, Disney+, Apple TV, DSTV and YouTube, connects via HDMI, USB and optical, and is fully controlled via SmartThings every single day. This is not how a *******ed main board presents itself.
3. You have not escalated this to Samsung Global's firmware engineering team despite being formally requested to do so multiple times.
4. You have not provided any timeline for a corrective firmware update.
5. Your own South African 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.
6. Your authorised repair centre confirmed in writing that they do not have tools to perform a firmware reinstallation, yet you continue to direct me to service centres that have already confirmed they cannot resolve this issue.
Samsung pushed a faulty automatic firmware update to my TV on 26 April 2026. Samsung's own service diagnostics confirm Smart Control pairing as FAILED immediately following that update. A Samsung Members Star within Samsung's own global community network has confirmed that Bluetooth pairing and Smart Control issues are documented for the 1720.7 update. Samsung SA's response is to close the case and do nothing.
This matter is NOT resolved.
I want to make it very clear that I will continue posting on HelloPeter for as long as it takes to receive genuine support and a resolution to the problem Samsung has caused me. Every non-response and every dismissal will be documented publicly here until Samsung takes responsibility for the fault introduced by their own automatic firmware update. I have unlimited patience and extensive documented evidence. Samsung SA does not get to simply close this case and move on.
You state that the conclusion on this matter has been addressed accordingly. It has not. My TV's remote control still does not work. Samsung's own automatic firmware update broke it over a month ago and it remains broken today.
You have not addressed any of the following:
1. You have not acknowledged that Bluetooth pairing and Smart Control issues are documented for the 1720.7 firmware update, as confirmed by a Samsung Members Star with direct contacts within Samsung's German engineering community team.
2. You have not withdrawn the technically false *******ed main board diagnosis. A *******ed main board would make the TV completely non-functional. My TV streams Bluetooth audio daily, runs Netflix, Amazon Prime, Disney+, Apple TV, DSTV and YouTube, connects via HDMI, USB and optical, and is fully controlled via SmartThings every single day. This is not how a *******ed main board presents itself.
3. You have not escalated this to Samsung Global's firmware engineering team despite being formally requested to do so multiple times.
4. You have not provided any timeline for a corrective firmware update.
5. Your own South African 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.
6. Your authorised repair centre confirmed in writing that they do not have tools to perform a firmware reinstallation, yet you continue to direct me to service centres that have already confirmed they cannot resolve this issue.
Samsung pushed a faulty automatic firmware update to my TV on 26 April 2026. Samsung's own service diagnostics confirm Smart Control pairing as FAILED immediately following that update. A Samsung Members Star within Samsung's own global community network has confirmed that Bluetooth pairing and Smart Control issues are documented for the 1720.7 update. Samsung SA's response is to close the case and do nothing.
This matter is NOT resolved.
I want to make it very clear that I will continue posting on HelloPeter for as long as it takes to receive genuine support and a resolution to the problem Samsung has caused me. Every non-response and every dismissal will be documented publicly here until Samsung takes responsibility for the fault introduced by their own automatic firmware update. I have unlimited patience and extensive documented evidence. Samsung SA does not get to simply close this case and move on.
P.
Petros .'s update29 May 2026, 15:04
Reviewer Update
Samsung SA, your response is not acceptable and does not address any of the issues raised.
You state that the conclusion on this matter has been addressed accordingly. It has not. My TV's remote control still does not work. Samsung's own automatic firmware update broke it over a month ago and it remains broken today.
You have not addressed any of the following:
1. You have not acknowledged that Bluetooth pairing and Smart Control issues are documented for the 1720.7 firmware update, as confirmed by a Samsung Members Star with direct contacts within Samsung's German engineering community team.
2. You have not withdrawn the technically false *******ed main board diagnosis. A *******ed main board would make the TV completely non-functional. My TV streams Bluetooth audio daily, runs Netflix, Amazon Prime, Disney+, Apple TV, DSTV and YouTube, connects via HDMI, USB and optical, and is fully controlled via SmartThings every single day. This is not how a *******ed main board presents itself.
3. You have not escalated this to Samsung Global's firmware engineering team despite being formally requested to do so multiple times.
4. You have not provided any timeline for a corrective firmware update.
5. Your own South African 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.
6. Your authorised repair centre confirmed in writing that they do not have tools to perform a firmware reinstallation, yet you continue to direct me to service centres that have already confirmed they cannot resolve this issue.
Samsung pushed a faulty automatic firmware update to my TV on 26 April 2026. Samsung's own service diagnostics confirm Smart Control pairing as FAILED immediately following that update. A Samsung Members Star within Samsung's own global community network has confirmed that Bluetooth pairing and Smart Control issues are documented for the 1720.7 update. Samsung SA's response is to close the case and do nothing.
This matter is NOT resolved.
I want to make it very clear that I will continue posting on HelloPeter for as long as it takes to receive genuine support and a resolution to the problem Samsung has caused me. Every non-response and every dismissal will be documented publicly here until Samsung takes responsibility for the fault introduced by their own automatic firmware update. I have unlimited patience and extensive documented evidence. Samsung SA does not get to simply close this case and move on.
You state that the conclusion on this matter has been addressed accordingly. It has not. My TV's remote control still does not work. Samsung's own automatic firmware update broke it over a month ago and it remains broken today.
You have not addressed any of the following:
1. You have not acknowledged that Bluetooth pairing and Smart Control issues are documented for the 1720.7 firmware update, as confirmed by a Samsung Members Star with direct contacts within Samsung's German engineering community team.
2. You have not withdrawn the technically false *******ed main board diagnosis. A *******ed main board would make the TV completely non-functional. My TV streams Bluetooth audio daily, runs Netflix, Amazon Prime, Disney+, Apple TV, DSTV and YouTube, connects via HDMI, USB and optical, and is fully controlled via SmartThings every single day. This is not how a *******ed main board presents itself.
3. You have not escalated this to Samsung Global's firmware engineering team despite being formally requested to do so multiple times.
4. You have not provided any timeline for a corrective firmware update.
5. Your own South African 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.
6. Your authorised repair centre confirmed in writing that they do not have tools to perform a firmware reinstallation, yet you continue to direct me to service centres that have already confirmed they cannot resolve this issue.
Samsung pushed a faulty automatic firmware update to my TV on 26 April 2026. Samsung's own service diagnostics confirm Smart Control pairing as FAILED immediately following that update. A Samsung Members Star within Samsung's own global community network has confirmed that Bluetooth pairing and Smart Control issues are documented for the 1720.7 update. Samsung SA's response is to close the case and do nothing.
This matter is NOT resolved.
I want to make it very clear that I will continue posting on HelloPeter for as long as it takes to receive genuine support and a resolution to the problem Samsung has caused me. Every non-response and every dismissal will be documented publicly here until Samsung takes responsibility for the fault introduced by their own automatic firmware update. I have unlimited patience and extensive documented evidence. Samsung SA does not get to simply close this case and move on.