I have a TU7000 50" that had been working great for the last couple of weeks... Then the remote stopped being able to control my cable box (Spectrum Motorola/Arris dcx3600m).
Cable box is directly connected to TV via HDMI 1. Video/audio playback is fine, just can't control with the Samsung remote anymore. I tried removing the stb from the TV and seeing back up, but gets stuck at the channel up/down part (doesn't respond) even after inputting the model number directly.
Very same problem with my TU7000 and a Optimum Scientific Atlanta Cable Box, worked for 2 weeks or so then can't control cable box with no reason given. Disappointing that a problem this common across multiple box manufacturers hasn't gotten the attention of Samsung.
I purchased my tv in Novemeber of 2020 and the remote was working fine until 1/21/21. For some reason the remote stopped working with the cable box. I reached out to Samsung and spent approx. 2 hours on the phone going through all of the troubleshooting steps that were provided, however, these did not fix the problem. I was told to contact my cable provider to see if there was an update sent that could have stopped the remote from working with the cable box. Prior to ending the call, I was provided with a ticket number, was told that the issue was escalated, and was informed that if the issue wasn't from the cable provider then I would most likely be given a newer model TV from the company.
I then contacted my cable provider, who informed me that they did not send any updates, but attempted to remotley update my cable box in an attempt to rectify the issue. After an hour of working on this situation, the issue was not fixed.
I contacted Samsung once again ( on 1/23/21) and was provided with another ticket number and was informed that the techs would come to my house to work on the problem. The techs arrived today (1/29/21) and they were unable to solve the problem. After I was informed that they were unable to provide a solution, they informed me that they updated my information in their system which prompted me to call Samsung, once again, in an attempt to fix the issue.
The last Samsung rep I spoke with today attempted to take me through the same steps that I went through on my FIRST call to Samsung. If my data/information was updated, then why would this rep attempt to take me through the same steps that did not rectify the situation to begin with???? I asked the rep to refer to my original reference/ticket number (which should have been escalated) but was informed that that ticket had been closed. Why would that ticket have been closed when the issue was never resolved?!?!
When I informed the rep of what had transpired in the original call to Samsung, I was told that he would contact the service pros regarding my issue. If the Samsung techs, who were at my house, could not fix the problem, how would the this department be able to fix the situation??
From this thread it can be clearly observed that this issue is an on-going and known issue, however, Samsung has YET TO ADDRESS OR PROVIDE A SOLUTION TO FIX THIS ISSUE. Why is it that the customer service reps are comfortable with giving you the run around withought actually providing a solution?
As a corporation, this is highly unacceptable and it clearly shows that customer service/satisfaction is not one of their top concerns. As an avid Samsung product user, this is extremly disheartening and makes me entertain the thought about leaving Samsung products for a company that values the concerns of their customers and provides adequate customer service.
Could not agree more, it is pathetic. To make your own product obsolete by an update and pretend that it is impossible to rectify is the purest form of corporate stupidity i have ever experienced
same here. Samsung remote worked for about 2 weeks. Won't change channels now. Tried setting up as new device. nothing. How do yuh ou rsync my remote with my tv? Sam's remote BN95-01315J.
Same thing happened to me I have RCN with a Motorola cable box and my TV is the TU700D and a few months ago it stopped being able to change the channel on the cable. 4 hours later doing everything the substandard customer "service" had to offer I get them to finally admit that all the time they had me jump around on the menus changing settings didn't matter because the update killed the remote functionality like i had originally suggested to them. Even just an indication that they are not living in some banal fantasy land where they did not mess up their product, and could acknowledge the issue and work to fix it would be enough.
This upsets me to no end. I came here looking for answers, but just find out it is a problem that Samsung refuses to correct. It makes me question buying another Samsung device.
Same issue with Shaw Arris Cable box. Bought the Samsung as the remote would control the cable box no issue and lessened the clutter in the living room. I have tried to reset and reprogram but nothing seems to work. I have a UN55TU7000. i also have a 75” a few years older than this new 55”. Bought the 55 in January and worked absolutely great, no nothing yet the 75” (similar 7000 series) and it works flawlessly......so disappointing.
