Samsung Video Hub

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plofstof12

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OK so I know us South Africans are not that into live streaming (for obvious reasons) but here's a peculiar experience for Samsung fans to reflect on.

I bought a 65" Series 8000 Samsung Smart TV in November last year. Since I bought the TV, I have not been able to get the video hub App to connect to Samsung's servers.

Check out this script from my interaction with Samsung Live Chat earlier today...


Welcome to Samsung Live Chat. How may I help you?
>Thabang :
Thank you for contacting Samsung Electronics, how may I be of assistance today?
>me :
Hi Thabang
>me :
My question relates to the Samsung Video Hub app on the Samsung Smart TV
I have a brand new model UA65F8000 Smart TV which I purchased last year in November
ever since I bought it, whenever I go to the Video Hub app I get an error message saying the servers are down
or "could not be reached due to network interference" or something like that
I contacted Samsung Support in December last year and I was assured that servers are down and you are working on it
but it has now been like this for more than three months
can you confirm whether there is a video hub issue on samsung's side?
>Thabang :
Good day...yes the problem is with us.
>Thabang :
We have escalated the matter to the Server administrators.
They are working on the problem.
>me :
Thabang this is what I was told in November last year
Thabang :
We have not been provided with a timeframe as to when.
me :
have the Server Administrators been working on this issue for four months with no success?
>Thabang :
We are waiting for further information on the problem.
>me :
Now one more question.... when I purchased the TV at Dion Wired I was given a voucher and promised that I would be able to enjoy 10 free movies with the voucher. Only problem is the voucher apparently expired on 31 January and I cannot redeem the voucher because the Video Hub App wouldn't start.
>me :
...so will Samsung be able to help me redeem the voucher when the servers finally come back on?
>Thabang :
The promotion did end in january. The reason you received the voucher is because the store had over stocked the TVs which included this promotional voucher.
>Thabang :
No the promotion is over and you will be unable to redeem it.
Click to expand...

There you have it. It is not working, it is our fault, we have been working on it for how-many-months, and we don't know when we will fix it, and oh yes your voucher expired so tough luck.

A significant dent in Samsung's relatively untarnished reputation?
 
Video hub worked on my GT2 until the operating system was upgraded. Now it gives an "error 4002" when trying to connect to video hub. Google error 4002 + video hub and see how many hits you get. International problem too. (Error 4002 must be a common error because itunes and i THINK google play also refer to it).

I was directed to the walk-in centre in weltevreden park where i spent 3 hours before they acknowledged the problem wasn't fixable by them. Now they want to change the motherboard???????

As a huge samsung fanboi i'm also disappointed at the lack of support. Video hub was probably one of the deciding factors when buying your tv - as it was when i bought my tablet.
 
Do you have record/reference of contacting them last year November?
 
Park@82 said:
Do you have record/reference of contacting them last year November?
Click to expand...

Unfortunately I did not bother to archive that particular conversation.

At that time (ie in November) the techie I chatted to acknowledged that the problem has been around for a "few weeks". So it pre-dates November.

But I guess the record isn't necessary. In my conversation with one Thabang as indicated above, Samsung did not try to contradict me when I pointed out that this has been the case since November last year.
 
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