Talked to Samsung today ...

[Mastrodisastro]

Originally Posted by x64Man

Except the good old Sony PS3, it will eat anything you can throw at it.

Yes, all movies are tested with PS3

[Tools30]

PeterTHX,

I appreciated your comments. As irate customers (or at least very frustrated ones) we need to hear the factual information you posted here. It is reassuring that the Samsung folks, especially the engineers, are reading this forum and similar ones, and taking them to heart.

I really am trying to cut some slack. I sent a fax two days ago, just before the latest 2.1 update, to a number posted in another Samsung BD-P1200 thread in this forum (201 area code). This was my third try to contact Samsung, other than the customer / tech service 800 number. I was very professional, and not ugly. Today I received a phone call from what must have been a Samsung engineer - at least he was pretty technical with a very heavy oriental accent (almost could not communicate with him). But he was diligent to want to know if I had acquired the latest 2.1 release, and wanted my comments. He stuck it out to get through our communication issues, and get my information. This does go along way with me (some will call me a chump I know), but as long it does not take two months to resolve every issue that comes along, I can try and be somewhat patient.

Here is my biggest beef. Just be honest and communicate with the customer base. Just communicate the facts. I understood on December 21st, that a resolution was underway (posted by Samsung on December 13th) for issues with certain titles. Why not keep their customer service people (all of them) updated with the current status of the fix. Why not post exactly the titles with issues (that they verify of course), so that the forum posters are not the only ones passing this information along. Every time I called tech / customer service, I got a different story. If on January 13th or 14th, when the 30 days was up, Samsung had posted that the fix was taking more time than first hoped, we are aware of these title issues XXX XXX XXX etc., and we will keep you posted, that would have gone a long way, at least with me. They could have updated this status information every week (not that time consuming). Sure, I would not have been happy with the delay, and sure others with at an even higher frustration level would still have lashed out at this bad news, but, at least all (ALL) would have known where we stood and that someone really did care and was trying to resolve the problem and was not afraid to communicate the truth. With a lack of communication, the rumors, the bashing, etc., just hits a higher level and starts to spin out of control. This rampet bashing, and mis-information, feeds ill-will across the board. It is bad for the customers, bad for Samsung, and bad for the Blu-ray group as a whole.

One final comment, you mentioned that sometimes titles get to Samsung's hands about the same time they are ready to ship. Wow, this seems like very bad business. The Blu-ray group should work closer together than this. Am I missing something here, why the disc manufacturers would allow this to happen? Wouldn't this hurt their potential market share growth as well, when titles get pegged as not playable in certain machines, and the machine manufactures start pointing the finger at the disc manufacturers over their tech service network? Then again, this si how my simple little business brain works.

Again, I appreciate your comments, and if you sit in a room with Samsung management / enginneers again, please ask them to comminicate better. Let customer service have the status, and don't be afraid to post better communication on their website, even if a solid answer / resolution is not yet available, just tell it like it is. I have had to give very bad news to customers in my career on several occasions, and can honestly say, I never lost a customer over just communicating bad news, as long as it was the truth, and I was sincerely about making it right as soon as possible (call me a chump, but that is a fact). I think we all know by now, you can not over communicate.

(Oh yeah, and also let Samsung know they can't take two months to resolve every issue that comes along, especially weeks and months longer than their competiton - I had to throw that in, for those that are going to call me a soft-hearted chump).

Thanks

[PeterTHX]

Originally Posted by Tools30

PeterTHX,

I appreciated your comments. As irate customers (or at least very frustrated ones) we need to hear the factual information you posted here. It is reassuring that the Samsung folks, especially the engineers, are reading this forum and similar ones, and taking them to heart.

I really am trying to cut some slack. I sent a fax two days ago, just before the latest 2.1 update, to a number posted in another Samsung BD-P1200 thread in this forum (201 area code). This was my third try to contact Samsung, other than the customer / tech service 800 number. I was very professional, and not ugly. Today I received a phone call from what must have been a Samsung engineer - at least he was pretty technical with a very heavy oriental accent (almost could not communicate with him). But he was diligent to want to know if I had acquired the latest 2.1 release, and wanted my comments. He stuck it out to get through our communication issues, and get my information. This does go along way with me (some will call me a chump I know), but as long it does not take two months to resolve every issue that comes along, I can try and be somewhat patient.

Here is my biggest beef. Just be honest and communicate with the customer base. Just communicate the facts. I understood on December 21st, that a resolution was underway (posted by Samsung on December 13th) for issues with certain titles. Why not keep their customer service people (all of them) updated with the current status of the fix. Why not post exactly the titles with issues (that they verify of course), so that the forum posters are not the only ones passing this information along. Every time I called tech / customer service, I got a different story. If on January 13th or 14th, when the 30 days was up, Samsung had posted that the fix was taking more time than first hoped, we are aware of these title issues XXX XXX XXX etc., and we will keep you posted, that would have gone a long way, at least with me. They could have updated this status information every week (not that time consuming). Sure, I would not have been happy with the delay, and sure others with at an even higher frustration level would still have lashed out at this bad news, but, at least all (ALL) would have known where we stood and that someone really did care and was trying to resolve the problem and was not afraid to communicate the truth. With a lack of communication, the rumors, the bashing, etc., just hits a higher level and starts to spin out of control. This rampet bashing, and mis-information, feeds ill-will across the board. It is bad for the customers, bad for Samsung, and bad for the Blu-ray group as a whole.

One final comment, you mentioned that sometimes titles get to Samsung's hands about the same time they are ready to ship. Wow, this seems like very bad business. The Blu-ray group should work closer together than this. Am I missing something here, why the disc manufacturers would allow this to happen? Wouldn't this hurt their potential market share growth as well, when titles get pegged as not playable in certain machines, and the machine manufactures start pointing the finger at the disc manufacturers over their tech service network? Then again, this si how my simple little business brain works.

Again, I appreciate your comments, and if you sit in a room with Samsung management / enginneers again, please ask them to comminicate better. Let customer service have the status, and don't be afraid to post better communication on their website, even if a solid answer / resolution is not yet available, just tell it like it is. I have had to give very bad news to customers in my career on several occasions, and can honestly say, I never lost a customer over just communicating bad news, as long as it was the truth, and I was sincerely about making it right as soon as possible (call me a chump, but that is a fact). I think we all know by now, you can not over communicate.

(Oh yeah, and also let Samsung know they can't take two months to resolve every issue that comes along, especially weeks and months longer than their competiton - I had to throw that in, for those that are going to call me a soft-hearted chump).

Thanks

When I asked questions at the forum, the engineer perked up and gave me a thumbs up "Ah, blu-ray.com, good!".

Later he told me that our site in the beginning was the only one he could go to to get feedback on how their players were performing in the real world, and he appreciated the folks here.

He also talked about trying to get the firmware updates on a monthly schedule. Remember all BD hardware isn't the same, one player from another manufacturer can have a problem easily resolved where it might be longer (or even impossible) to resolve on another. Plus the engineers not only have to fix these, but develop the next generation players as well.

Right now, the studios are still learning the tools to create BD discs. Deadlines must be met. As long as they work on the PS3 (by far the majority BD player out there) it's pretty much considered good to go.

Like I said, Samsung is aware of the frustrations, let us keep it polite. They are doing what they can.

[mdabb]

He told you what you wanted to hear.Tell him to start posting and see if he likes that idea!!!!!

ps..... I love Blu-ray.com but it's not the only site he can get feedback on.

[PeterTHX]

Originally Posted by mdabb

He told you what you wanted to hear.Tell him to start posting and see if he likes that idea!!!!!

ps..... I love Blu-ray.com but it's not the only site he can get feedback on.

Edited. I meant our site in the beginning was the only one (back in 2006).

Originally Posted by krisjan

Dearest Samsung New Product Development Group - if you are reading this thread (as we have been assured that you are) please immediately stop deploying your engineers to develop the next generation Blu-ray player AND ASSIGN THEM THE TASK OF FIXING THE PRODUCT(S) THAT YOU HAVE ALREADY PUT IN THE MARKET AND THAT WE CUSTOMERS HAVE PURCHASED IN GOOD FAITH.

So, stop development on next-gen products that will bring them new income and keep them competitive with others. Nice view.

Not to mention that the SOFTWARE isn't working properly a lot of the time. The hardware was built to spec. So they aren't "fixing" their product, they are adjusting it to work with something possibly not programmed correctly.

Not to mention your "rolleyes" is the kind of thing that would make anyone skip your post.

[krisjan]

Originally Posted by PeterTHX

So, stop development on next-gen products that will bring them new income and keep them competitive with others. Nice view.

Yes, that's exactly what I mean because there won't be future sales of any new BD players if they keep on the same track they've been on with the 1200. We have waited for 6+ weeks for them to deliver a FW update to play POTC3 (to name just one problematic title) and it is still buggy with that title. I no longer have any tolerance for such ineptitude. I'm sorry I bought this player and will never buy another Samsung BD player you can be sure of that. My Panasonic BD30 and Sony 300 seem to be able to play BD's and, yes, they have needed FW updates to do so BUT I HAVEN'T HAD TO WAIT FOR 6 WEEKS. Somehow, Panasonic and Sony are able to deliver FW updates IN ADVANCE of the new titles. Why can't Samsung? Please, stop making excuses for them.

[martinstraka8282]

I don't own a Samsung BD player, but after reading about them, I can guarantee you that I will never buy one.

[HDPlasma]

Originally Posted by krisjan

Yes, that's exactly what I mean because there won't be future sales of any new BD players if they keep on the same track they've been on with the 1200. We have waited for 6+ weeks for them to deliver a FW update to play POTC3 (to name just one problematic title) and it is still buggy with that title. I no longer have any tolerance for such ineptitude. I'm sorry I bought this player and will never buy another Samsung BD player you can be sure of that. My Panasonic BD30 and Sony 300 seem to be able to play BD's and, yes, they have needed FW updates to do so BUT I HAVEN'T HAD TO WAIT FOR 6 WEEKS. Somehow, Panasonic and Sony are able to deliver FW updates IN ADVANCE of the new titles. Why can't Samsung? Please, stop making excuses for them.

I understand where you are coming from as I own the 1200 and BD30 but we are talking about watching movies not saving the planet or a faulty pacemaker.
You obviously have the BD30 to watch movies and I understand your frustration with the 1200 as it's become my secondary backroom player. I do look at the 1200 as a reminder though to be cautious about buying another Samsung product.

Anyway, I hope you aren't one of the few that will explode when the BD30 can't resolve the -5db loss on LFE on PCM audio which has been reported for several weeks now with no update or news it can be resolved.

[krisjan]

Originally Posted by PeterTHX

Plus the engineers not only have to fix these, but develop the next generation players as well.

Dearest Samsung New Product Development Group - if you are reading this thread (as we have been assured that you are) please immediately stop deploying your engineers to develop the next generation Blu-ray player AND ASSIGN THEM THE TASK OF FIXING THE PRODUCT(S) THAT YOU HAVE ALREADY PUT IN THE MARKET AND THAT WE CUSTOMERS HAVE PURCHASED IN GOOD FAITH.

Very Sincerely Yours,

krisjan

Was that the right "tone" to use???

[Blu boy]

Originally Posted by Mastrodisastro

Yes, all movies are tested with PS3

yea but not all games. lots of new games you have to install before you can play and some take like a half hour. the ps3 is turning into a pc. thats one reason i prefer consoles because theres no installing. but its the best player on the market hands down.
ps i think a firmware update should be coming soon because its been a while. in game xbm! and profile 2.0