Samsung South Africa
Poor Support

My 6 month old Samsung Smart Screen is not playing back 5.1 audio from a specific file format correctly. From my research the issue seems to be with the screen as it converts the audio to a different format before it sends it to the home theatre receiver instead of passing the audio through. I've tested the files by playing it back from a laptop to the home theatre and it works. According to the specifications of the screen the file format is supported by the screen.

Samsung support forwarded my query to a service agent who then forwarded the query back to Samsung. I am told via the agents that Samsung says I should use a Samsung receiver. I have a new Onkyo home theater receiver. I can't see how Samsung expects me to buy a Samsung home theater receiver without speaking to me directly, demonstrating the solution on my screen and giving me a guarantee that spending more money on one of their products will solve my problem.

I am very disappointed with the service from a company which is regarded to be the best in it's industry.

Company: Samsung South Africa
Country: South Africa
City: Head Office

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