MacWhiz Technologies

In the most recent issue of RISKS Digest, Gene Spafford writes about his experiences with Samsung Blu-ray players. (A more detailed version is on his blog.)

It seems that Samsung published faulty firmware images for the BD-P1500 Blu-ray players on their servers.  When these BD-Live equipped players contacted Samsung and retrieved the update, the player was rendered unusable.

Gene says that Samsung is not offering a fix, and that Samsung is offering no restitution for bricking the out-of-warranty model.  In fact, if the fix—once Samsung develops or admits to one, if ever—requires the out-of-warranty unit to be sent to the factory for service, it would be at the customer’s expense.

Another, newer Samsung BD-P2500 Blu-ray player that Gene owns became non-responsive after a short period of ownership. He sent it in for warranty repair, and it has been “waiting for parts” for weeks.

I guess I won’t be buying any Samsung products.

Want to drive away customers?  An excellent method is to make a mistake that destroys a product they’ve already paid for, refuse to fix it expeditiously, and then charge them for the repair when you do get around to fixing your mistake.

I think Samsung should have immediately sent Gene a new BD-P2500 to replace his dead BD-P2500, and they should have given him a rebuilt BD-P1500 or BD-P2500 to replace the bricked BD-P1500.  That would be acknowledging that it was their mistake.

Instead, someone will wind up mentioning it to a particular kind of lawyer, they’ll become the figurehead for a class-action lawsuit, people like Gene will get a coupon good for $20 off their next Samsung Blu-ray player (if purchased in the next 6 months), and the lawyers will make millions.