I have the same problems since Samsung upgraded their SmartHub around 3/2/2013.
In detail, the problems are:
1) Can’t retain the Netflix login info. We have to type in the e-mail and password every time when we try to use Netflix. It is very annoying, especially through the remote controller.
2) Constantly getting the message “We're having trouble playing this title right now. Please try again later or select a different title” when try to play the video.
I made numerous calls and online chats with Samsung and Netflix client supports. Neither of them is helpful.
It is a perfect example to show Samsung, the obvious guilty party, is incompetent in many areas.
First, Samsung has weak or even non-existing change control management in place. Did Samsung fully test the SmartHub upgrade BEFORE they released it to massive users? Did they work with major application partners such as Netflix for the upgrade before and after?
One key step in change control management is to have a recall or roll-back plan for the upcoming changes. If the change does not go smoothly, they should roll back the change immediately by the pre-defined roll-back plan. Did Samsung have such plan in place at all? If so, why did they not take any actions so far?
Second, Samsung is showing poor customer support from the top to the bottom. They do not have an official web site to communicate with Samsung TV users about any ongoing global issues. Whenever I called the Samsung support line, they always play the tricks like:
a) Deny the issue: no ongoing problems with Netflix. No one reported any issue.
b) It is your router or modem issue. Then why my iPad plays Netflix perfectly through the same router and settings.
c) It is Netflix issue because the TV browser is working fine. They even asked me to explain why the TV browser is working fine if it is a Smarthub issue. My answer: you are hopeless, Samsung.
Third, I am very disappointed with Netflix, beside hopeless incompetent Samsung. In my view, even the root cause of this issue is not from Netflix, they should or can do better. From another angle, it is Netflix application not working, regardless whose fault it is, on its major delivery platform. If Netflix really cares about their service to be satisfied by the users, they should proactively work with their business partners like Samsung to make their service work, even push them or kick their a!* when necessary.
Remember, as individual customers, we have no bargain power with Samsung. But as a business partner, Netflix can have direct line with Samsung management to get the issue fixed in no time. Netflix failed to do that. Whenever I contacted Netflix, they just simply asked me to contact Samsung by myself. Again, there is no communication or progress from Netflix on this issue. In short, Netflix is no different with a normal company. A great company, like Amazon, cares more about user experience with their services.
In the first few days when this issue came up, I was surprised how Samsung made such big poop without proper testing in advance. After two weeks, I am frustrated neither Samsung nor Netflix had any communication or fix yet. Now, almost one month later, I am wondering whether Samsung is still trying to save their reputation if any. Are they so bad?
