I'm going to have to vent off a bit, but I'll start from the beginning. In my blog entry about the Samsung BD-C6500 blu-ray player and its apps I wrote:
"The total number of games and applications combined is 17. You should be able to download more but I cannot see any applications in the store that haven't been installed already. Could be a regional issue, maybe there are more applications available in the US than here in Finland -- I don't know."
At that point you probably thougth to yourself: "Oh, that Internet@TV thingie seems rather lame." I cannot blame you, and I actually also started wondering what is the matter here exactly? So, I sent a polite rant to the Finnish Samsung support. I'll translate and shorten it:
So, not too bad? Well, here's their response:
What? I have tried my best to preserve the brokenness of their language. Well, naturally I then tried using the "If you are not satisfied with the answer we provided, please click here" link at the bottom of their message. I typed my message and hit "send" at which point I was greeted with a happy error message that sent my message into the heaven of dead interweb things. Crap. But I had to get a better answer, so I loaded the online feedback form again (as a completely new issue, without the "reply" feature) and sent another, shorter message:
Now, with the first sentence I show that I have read their message. However, I feel they could've done more for me in the first place, so the rest is actually just for that. The message is very simple, you shouldn't have a problem understanding what I want. Their response:
Whaa-aaa-aat?! Samsung has installed some fancy firewalls into the desktops of their customer support people to prevent them from doing their work?! I cannot believe this, these guys are totally useless!
But as Samsung does not have any information on their own services, I figured I'd ask Flickr if they knew anything about the Flickr application I was missing. At least I could tell Samsung later I had tried. So I sent them a polite message with the disclaimer that I think this is Samsung's problem and I'm only asking them because Samsung is being most unhelpful. After exchanging a couple of messages to really make sure what I want they escalated my case over to a "senior representative in an effort to obtain the best answer". Cool, now I was being treated like a human being! However, Flickr's answer was expected:
Cannot blame them... I'm still a happy Flickr user, however unhappy Samsung user I'm turning.
So... If the Finnish Samsung staff cannot help me, surely their US counterparts would have much better resources at their disposal? I figured I'd try the 24/7 Live Support Chat they've got. Here's a screenshot of the discussion that followed -- please click to enlarge:
In case you did not just click to enlarge the chat I'll recap it. Almost before I can start explaining my problem, they ask whether I bought the device from the US at all and explain that they do not have the training for non-US models. I tried asking if my player is not sold in US but never got a straight answer. I was only told that the range of applications available "depends upon the Internet Service and also the local Samsung providers". Providers? What providers? Providers of catering services, dental services or escort services? I'm pretty sure the people at my internet service provider support will just politely laugh at me if I go to them complaining that my blu-ray player has lousy applications. The support person also pasted me the http://samsung.com/finland link a couple of times and then actually gave me a new phone number, one that cannot be found from Samsung Finland web site, also. I quit the conversation as I realized that it wouldn't take me anywhere if I just read some rather generic template answers.
So... At this point it had been more than a couple of weeks since I contacted the Samsung support for the first time. I decided to send them yet another, well defined, simple question:
Now, WHAT THE F***? Translate the above and you get: "WE DO NOT HAVE OUR OWN INTERNAL CORPORATE NUMBERS AND WE ARE NOT GOING TO GET THEM FOR YOU. ALSO I WON'T ASK MY SUPERIORS." Usually, when a customer approaches the customer supports and asks if they could help him, the support says "Please hold while we jump through hoops to find the information you need!" That's what they are paid for. I'm sure they just sent me that message and happily clicked "problem solved, case closed". Or they will click on that button in a couple of days as the form behind the "If you are not satisfied with the answer we provided, please click here" link is still broken. (As is, by the way, the link to the Yahoo Help I mentioned before.) I wouldn't want to tell them how to do their job, but I just can't belive this s***. They are basically saying that they have got a service of which NO ONE IS RESPONSIBLE FOR. What are you supposed to do with people like this??!