gdgt

I have a problem with the same player bd-p 1600 and playing ong bak 2 bluray disc. here is a copy of my chat thread in the hopes this will help someone else:

Please wait for a Samsung Agent to respond.

You are now chatting with 'Vail K'

Vail K: Hello, I am a Samsung Technical Support representative. How may I assist you today?

Visitor: i have a bd/p 1600 blue ray player and trying to play ong bak 2 dvd, but it won't play...

Visitor: i read a few forums stating that samsung is waiting for a new firmware to come out so that this movie can be played...but no eta on when newer firmware will be out, is this correct?

Vail K: Is it happening with all the discs?

Visitor: no, not all discs, all other discs work great...

Visitor: just this one dvd, hence why i checked forums and seems that there may be other people who also experienced this and contacted samsung about it too...

Vail K: IS it the DVD disc or the blu-ray disc you are unable to play in the player?

Visitor: this ong bak 2 plays great on my sony blueray player but not my samsung...

Visitor: all my discs are bluray

Visitor: my firmware i have currently is BEV.2.08_100319A_XAA

Vail K: Alright. Did you try with the another disc of the same title ONG BAK?

Visitor: I don't have duplicate disks of ong bak and i don't have the first version...

Visitor: i have 3 other samsung players all the same model for my home, and all have latest firmware and all can't play it.....but my sony can play it correctly

Vail K: RESET the player and try to play the disc again and let me know the outcome.

Visitor: ok, i can certainly do this one more time, but just so you know, i have done this SEVERAL times already on ALL of my samsung blurays...

Visitor: hold please while i do it YET once again...

Vail K: Sure, To reset your BD Player, with the power on and with no disc in the player, press and hold the FF button on the front panel for five seconds. The language screen will appear and all settings will revert back to factory settings.

Visitor: the forum i read about this issue with this dvd player said samsung had them do this as well, i tried this as well on my own already but still same issue...only thing this does is having me to to reconnect all my subscriptions...

Visitor: is there someone there you can ask about this issue with this 1 dvd?

Visitor: ok done...

Visitor: is it a firmware issue?

Vail K: I can understand your concern, the issue might be due to the compatibility of the disc. We will forward this to our support department and they will update the firmware to resolve the issue.

Visitor: should i put dvd back in? last time i did this it didn't work ...

Vail K: Yes, please put the disc and play it again.

Visitor: already did and still can't play

Visitor: i am putting another dvd in now and that is one is playing

Visitor: so compatibility of the disc = samsung needs to come up with another updated firmware to be able to play this disc right?

Vail K: Yes, that is right. We will forward this title to the support department. They will add this title to the queue and release the firmware.

Visitor: is there a list of dvds that can't be played by samsung blurays you can provide me?

Visitor: i don't want to buy more that fall on this list just to be disappointed yet again....

Visitor: i wish i would have known this was going to be an issue since at this point its more trouble than its worth and would have not purchased samsung bluray player at all....

Vail K: I am sorry, we do not have the information about the other titles. At present, only 2012 is the title which have this problem, we forwarded that to our support team.

Visitor: so no ETA on when firmware will be updated to be able to play this on my samsung player than?

Vail K: The firmware update may release in the month of april or may. We do not have the exact information about the date.

Visitor: actually, i have 2012 and just put it in again and it does work there is no issue in watching this disc...

Vail K: Yes, only some players have the issue playing the 2012. Your player may play this disc.

Visitor: can you tell me what the policy to return these samsung bluray players that i purchased...? at this point, i would rather return it since i consider these bluray players useless if i have to wait another 1-2 months to be able to watch a dvd i buy...

Visitor: ironic that i have 4 total samsung players and none of them play my ong bak 2 disc....

Visitor: but they all play my 2012 disc

Vail K: I apologize for the inconvenience. Samsung do not sell the products directly to the customers, it is only done by the retailers or the dealers. The return policy depends on the store you purchase. Once the firmware is updated there will be no further issues.

Visitor: so you can guarantee me that this will NEVER EVER NEVER EVER happen again to another DVD i purchase..?

Visitor: also, i thought samsung had a one year guarantee on their blurays as well and all my players are not working...

Vail K: Yes, next firmware update will resolve the compatibility issues with all the new discs.

Visitor: and what about 1 year guarantee?

Visitor: i am a dissatisfied customer.....who thinks their purchase is a waste and now i am being to just stick it out...

Vail K: Yes, the player will have 1 year warranty.

Vail K: I once again apologize for the inconvenience.

Visitor: so how does the warranty cover my purchases right now?

Visitor: your apologies don't make my dvd work right now...and this is when i want it to work, not in late april or may...

Visitor: is there a manager there i can chat with?

Visitor: i am totally dissatisfied....

Vail K: The manager is not available right now, can I transfer the chat to our supervisor?

Visitor: right now the one dvd i want to watch on my players don't work and right now, this machine in my opinion is not functional ....

Visitor: i can wait to talk to a supervisor....because at this point i just want to return these and get something else...i am totally frustrated...

Vail K: Please hold, while the transfer the chat to our supervisor.

Please wait while I transfer the chat to 'Dylan D'.

You are now chatting with 'Dylan D'

Dylan D: Let me go through the chat conversation.

Visitor: ok

Dylan D: I will be right with you.

Visitor: ok

Dylan D: I went through the chat conversation. I see that you are unable to play two particular discs on this player but able to play them on a different player.

Visitor: actually the only dvd i can't play is ong bak 2......on any of my samsung players

Dylan D: I see that firmware is not updated on the player. To fix compatibility issue with the discs, please update firmware via a CD or USB. Latest firmware update is released on March, 25th, 2010.

Dylan D: Is is a DVD disc or Blu-ray disc that you are unable to play?

Visitor: all my discs are blurays...

Visitor: my system says i have the most updated firmware...

Visitor: what is the latest firmware i need?

Visitor: i use my usb to get my updates...

Dylan D: You can download latest firmware update USB version from the link given below:

Dylan D: org.downloadcenter.samsung.com­/downloadfile­/Conten...

Visitor: so my system saying that i have the latest firm doesn't mean anything?

Visitor: plus that link looks like the version that i already have and gave the agent in my conversation above.

Visitor: listen, i just want to return my players since they have proven useless at this point...

Dylan D: I have checked the version on your player. It looks same version that you have on the player. You can re-update firmware on the player via a USB drive.

Dylan D: If you want to return the player, you can contact the retailer or else lodge a complaint with our ECR department on phone.

Visitor: what do i tell the retailer?

Visitor: retailers say past 30 days ...

Visitor: samsung is basically telling tough crap on your issue...

Visitor: what is my solution at this point...

Dylan D: If it has past 30 days, it may not be possible to return the player to the retailer. As I am a tech Supervisor, I do not have information regarding return policy offered by your retailer. We do not have return policy. However, you can check with our Customer Support department on phone. As I suggested, you can lodge a complaint with our ECR (Executive Customer Relations) department on phone.

Dylan D: I suggest you contact Samsung Customer Care at 1-800-Samsung (1-800-726-7864) and ask them to transfer you to the Executive Customer Relations Department so that they take care of this issue further.

Dylan D: ECR Business Hours (9:00am - 7:00pm Eastern, Monday - Friday).

Visitor: i guess i have no other choice at this point....since at present time samsang isn't helping me....

Dylan D: I sincerely apologize for the inconvenience.

Visitor: so what is the point of paying for the linkstick if i still have to put zip drive info to a usb to reupdate firmware...??

Visitor: again, apologies are not fixing my problems....

Dylan D: With the Samsung Wireless adaptor, you can connect player wirelessly to the Internet and update firmware.

Visitor: this is what i already did...using the adaptor...

Dylan D: I do not recommend updating firmware online because generally when there is a disc on the player, if it is not compatible, it prompts for firmware update and when you do online, firmware will start updating. As there is a disc on the player, player will stuck up or does not respond. When there is no disc on the player, you can always update firmware online via wired or wireless connection.

Visitor: right, but my system already says i have most updated firmware...

Visitor: you are tech support....how do i fix it..

Visitor: i had no disc in there when i did the update on one of my players already...it still wont play....

Dylan D: Thank you for waiting. I'll be with you in just a moment.

Dylan D: I can see that you have the latest firmware on the player but unable to play particular discs on the player. It appears to be a compatibility with these discs on the player. If you have already reset the player and re-update firmware via a USB drive or a CD and still not able to play these discs, I will forward these title names to our Engineering department.

Dylan D: They will work on it and bring a new firmware to fix it.

Visitor: i only have these issues with samsung not my sony....

Visitor: this is becoming a circular argument with you not offering any assistance....all you can offer is to place ong bak 2 on your list...and that still leaves me in the same predicament...

Visitor: this has not helped anything and just solidified how dissatisfied i am with my players and i want to return them.....