Samsung SA Fabricates Hardware Fault to Avoid Fixing Their Own Firmware Bug - Now Confirmed by Samsung's Own Global Community Network

This is my fourth review regarding the same unresolved issue. My previous reviews have been met with copy paste responses from Samsung SA referencing a VOC Closure letter as their conclusion. My TV remote still does not work. It has now been over five weeks since Samsung's own automatic firmware update caused this fault.

I am writing a new review because significant new evidence has emerged since my last post that Samsung SA is actively ignoring.

The issue in brief: On 26 April 2026 Samsung automatically pushed firmware update 1720.7 to my UA75BU8000KXXA 75 inch TV. The moment the update completed all remote controls stopped working. Five remotes tested including three genuine Samsung remotes. None will pair. The TV is completely functional in every other way including Bluetooth audio streaming, Wi-Fi, Netflix, Amazon Prime, Disney+, Apple TV, DSTV, YouTube, HDMI, USB, optical and full SmartThings control. The ONLY fault is Smart Control remote pairing.

New evidence Samsung SA is ignoring: Following Samsung SA's repeated refusal to acknowledge this as a firmware issue, I posted on the EU Samsung Community firmware changelog thread. A Samsung Members Star named JAMES4578, who holds three stars and has direct contacts within Samsung's German engineering community team, responded and confirmed the following:

- He contacted his German community contacts specifically regarding the 1720.7 changelog - Samsung's own contacts confirmed the 1720.7 update relates to stability and performance optimisation - Bluetooth pairing and Smart Control issues have been documented for the 1720.7 firmware update - He has shared my case with Samsung's German engineering contacts

This is independent confirmation from within Samsung's own global community infrastructure that this is a known documented firmware bug. I forwarded this evidence directly to Samsung SA's Customer Escalations Desk. They have not responded.

Samsung SA's false diagnosis: Samsung SA issued a VOC Closure letter dated 18 May 2026 diagnosing a *******ed main board requiring hardware replacement. This diagnosis is technically impossible. A *******ed main board would make the TV completely non-functional. My TV streams Bluetooth audio, runs all streaming apps, connects via HDMI, USB and optical, and is fully controlled via SmartThings every single day. Samsung's own internal service diagnostics confirm Smart Control pairing as FAILED following the 1720.7 OTA update. This is not a hardware fault. It has never been a hardware fault. Samsung's own global community has now confirmed it.

Samsung SA's pattern of non-response: - Authorised repair centre Pandodox confirmed in writing they cannot perform firmware reinstallation as they only deal with hardware repairs. - VOC Closure letter incorrectly diagnosed *******ed main board because of Pandaox's assessment as they only replace hardware. - Customer Escalations Desk stated Samsung cannot reinstall firmware and has no timeframe for a corrective update - Community Manager @Yud_Shar has been tagged directly on the SA community forum and has not responded in over three weeks - Every formal email has been met with generic dismissals - Previous HelloPeter posts have been met with copy paste responses referencing the same VOC Closure - Evidence from Samsung's own global community network has been ignored

What I am asking Samsung SA to do: 1. Acknowledge that Bluetooth pairing and Smart Control issues are documented for the 1720.7 update as confirmed by Samsung's own global community 2. Withdraw the false *******ed main board diagnosis 3. Escalate this to Samsung Global's firmware engineering team 4. Provide a confirmed timeline for a corrective firmware update 5. Accept full responsibility for this fault under the Consumer Protection Act

I have filed a formal complaint with the National Consumer Commission under sections 54, 55 and 56 of the Consumer Protection Act. I have extensive photographic evidence of Samsung's own service diagnostics confirming the firmware fault, all Samsung SA correspondence, and the Samsung global community confirmation of documented Bluetooth pairing issues with 1720.7.

I will continue posting on HelloPeter until this is resolved. Samsung SA does not get to push a faulty firmware update, fabricate a hardware diagnosis to avoid responsibility, and consider the matter closed.

Model: UA75BU8000KXXA Firmware: T-KSU2EBUABC-1720.7