Still cursed... TV issues and blind CSR

[CHMultimedia]

Welcome to yet another episode of the Tech Curse. In this episode, CHM's 2019 QLED TV has a problem with HDR content. He chose to contact support through live chat in hopes of getting help. How foolish...

(Near 12:10 I started to be annoyed by the CSR's answers. And after that it's a steep slope. The fact he kept repeating over and over again certainly didn't help.

I tried an HDR video on my Note9 [an HDR demo video produced by Samsung themselves, with shots across Canada because 🇨🇦] and the TV via my laptop with an HDMI 2.0b port and cable and a GTX 1050Ti. The video looked stellar on my Note9, and so dull on the TV in HDR mode. I disabled HDR and the result was okay, as in better than HDR enabled but not true HDR results like on the Note9. That was for reference only yet the CSR kind of fixated on that)

--LONG AND INCREASINGLY FRUSTRATING TRANSCRIPT, YOU HAVE BEEN WARNED--

Info

 at 11:41, Aug 7:

Thank you for choosing to chat with us. An agent will be with you shortly.

Info

 at 11:43, Aug 7:

All agents are currently assisting others. Your estimated wait time is 0 minutes and 21 seconds. Thank you for your patience.

Info

 at 11:43, Aug 7:

You are now chatting with Leonard.

Leonard

 at 11:43, Aug 7:

Thank you for contacting Samsung Canada support. How may I assist you today?

Leonard

 at 11:43, Aug 7:

Hello **--Me--**!

**--Me--**

 at 11:44, Aug 7:

Hello I have an issue with my QLED TV with HDR

Leonard

 at 11:44, Aug 7:

How may I assist you today?

**--Me--**

 at 11:44, Aug 7:

Well the colours are duller when I enable HDR and HDR videos seem washed out

**--Me--**

 at 11:45, Aug 7:

Comparing to the same content on my Note9 in HDR

Leonard

 at 11:46, Aug 7:

I'll help you with the information to turn on the HDR on the TV.

**--Me--**

 at 11:46, Aug 7:

No the HDR is already turned on

**--Me--**

 at 11:46, Aug 7:

It doesn't work properly, that's the problem

Leonard

 at 11:47, Aug 7:

It is based on the content of the signal that coming from and the resolutions that you're in.

**--Me--**

 at 11:48, Aug 7:

Well how can the image differ from the same video? The TV acknowledges the HDR content so HDR is turned on. But doesn't work properly

Leonard

 at 11:49, Aug 7:

On the TV remote, go to Home >> Settings >> General >> Expert Settings >> HDR.

Leonard

 at 11:49, Aug 7:

If the option is not available on the Expert Settings on the TV then the HDR option for the TV is ON automatically and no need to turn on manually.

**--Me--**

 at 11:50, Aug 7:

It is enabled already

**--Me--**

 at 11:50, Aug 7:

I don't need help enabling it, I need help getting it to work properly

Leonard

 at 11:51, Aug 7:

May I know the resolution and the frame rate of the Video that you're playing?

**--Me--**

 at 11:51, Aug 7:

4K@60

**--Me--**

 at 11:52, Aug 7:

But it doesn't matter the resolution or framerate. I tried them all and the issue remains

Leonard

 at 11:54, Aug 7:

Let me know the complete model number of the TV?

**--Me--**

 at 11:55, Aug 7:

One second

Leonard

 at 11:55, Aug 7:

Sure thing.

**--Me--**

 at 11:56, Aug 7:

QN49Q60RAFXZC

Leonard

 at 11:57, Aug 7:

Thank you for the model number.

Leonard

 at 12:03, Aug 7:

I do not really mean to rush you. Are we still connected in the chat?

**--Me--**

 at 12:03, Aug 7:

Yes

**--Me--**

 at 12:03, Aug 7:

But you didn't ask me anything

**--Me--**

 at 12:03, Aug 7:

You just thanked me for the model number and nothing else

Leonard

 at 12:05, Aug 7:

The images, buttons, and functions of the Samsung Smart Remote may differ with the model or geographical area

**--Me--**

 at 12:06, Aug 7:

Ok but this is irelevant to my issue

Leonard

 at 12:06, Aug 7:

You can enhance your living space with decorative content that matches the surroundings or view essential realtime information such as weather, time, and news on the TV screen when you are not watching TV.

**--Me--**

 at 12:07, Aug 7:

This is irrelevant to my issue

**--Me--**

 at 12:07, Aug 7:

I'm not asking about Ambient Mode

**--Me--**

 at 12:07, Aug 7:

I'm asking about HDR issues

Leonard

 at 12:09, Aug 7:

Use HDMI Black Level to adjust the black level to compensate for low black levels, low contrast, or dull colors generated by external devices connected to the TV via an HDMI cable.

Leonard

 at 12:10, Aug 7:

This function is only available when the input signal connected to the TV via an HDMI connector is set to RGB444.

**--Me--**

 at 12:10, Aug 7:

I feel like you're just throwing at me everything on your database regardless of relevance

**--Me--**

 at 12:11, Aug 7:

SDR input over HDMI is excellent, near perfect

**--Me--**

 at 12:11, Aug 7:

The problem is with HDR only

Leonard

 at 12:11, Aug 7:

Sorry for the inconvenience happened to you.

Leonard

 at 12:11, Aug 7:

But the thing is here based on the mobiles and the TV there are lot of difference.

**--Me--**

 at 12:13, Aug 7:

I know. However the image is severely degraded on the TV compared to my Note9. I know they are both different display technologies but on the TV the fact that HDR content looks worse than SDR content is concerning

Leonard

 at 12:15, Aug 7:

There should be input resolution 4k on the TV.

**--Me--**

 at 12:15, Aug 7:

Yes there is

**--Me--**

 at 12:15, Aug 7:

The resolution is good this is not the problem

Leonard

 at 12:16, Aug 7:

But the thing is here based on the mobiles and the TV there are lot of difference.

Leonard

 at 12:16, Aug 7:

You can invert the colors of the text and background for the setting menus displayed on the TV screen to make it easier to read them.

**--Me--**

 at 12:16, Aug 7:

This is again irrelevant. Ok ignore my Note9. HDR content looks worse than SDR content

**--Me--**

 at 12:16, Aug 7:

*Forget the mobile

**--Me--**

 at 12:17, Aug 7:

HDR content is washed out and has noticeable banding

**--Me--**

 at 12:17, Aug 7:

SDR is perfect

**--Me--**

 at 12:17, Aug 7:

My only problem is with HDR

**--Me--**

 at 12:17, Aug 7:

Nothing else at all

**--Me--**

 at 12:18, Aug 7:

Not Ambient Mode, not the source, not the cable, nothing but HDR

Leonard

 at 12:18, Aug 7:

If Color Inversion is on, some Accessibility menus are not available.

Leonard

 at 12:19, Aug 7:

This function may not be supported depending on the model or geographical area.

Leonard

 at 12:20, Aug 7:

But the thing is here based on the mobiles and the TV there are lot of difference.

**--Me--**

 at 12:20, Aug 7:

I told you to forget my Note9

**--Me--**

 at 12:20, Aug 7:

Forget I ever mentionned my phone

**--Me--**

 at 12:20, Aug 7:

On the TV, SDR is perfect

**--Me--**

 at 12:20, Aug 7:

And HDR is a disaster

**--Me--**

 at 12:20, Aug 7:

Color Inversion is agair irrelevant

**--Me--**

 at 12:21, Aug 7:

There is no mobile phone here

**--Me--**

 at 12:21, Aug 7:

Just the TV

Leonard

 at 12:21, Aug 7:

I'll help you with the link where you can read all the instructions.

**--Me--**

 at 12:22, Aug 7:

What?

**--Me--**

 at 12:22, Aug 7:

I never mentionned any link

**--Me--**

 at 12:23, Aug 7:

HDR is enabled and the TV acknowledges the signal

**--Me--**

 at 12:23, Aug 7:

Can you please help?

**--Me--**

 at 12:24, Aug 7:

And not give me another irrelevant piece of information?

Leonard

 at 12:26, Aug 7:

If you are using analog cable, upgrade to digital cable. If you use an analog cable box or satellite box, upgrade to a digital cable box or satellite box and adjust the digital cable box and satellite box's video output resolution to UHD or HD. Be sure to use an HDMI cable to enjoy high-quality videos.

**--Me--**

 at 12:26, Aug 7:

I have a digital cable

**--Me--**

 at 12:26, Aug 7:

The source is in 4K HDR

Leonard

 at 12:28, Aug 7:

To connect the TV with your PC, make sure that your PC's graphic card supports UHD resolutions. For more information about the supported UHD resolutions.

**--Me--**

 at 12:29, Aug 7:

It does

**--Me--**

 at 12:29, Aug 7:

It supports 4K HDR

**--Me--**

 at 12:29, Aug 7:

The sources are not the problemà

Leonard

 at 12:29, Aug 7:

This function may not be supported depending on the model or geographical area.
But the thing is here based on the mobiles and the TV there are lot of difference.

**--Me--**

 at 12:29, Aug 7:

FORGET THE MOBILE PHONREE

Leonard

 at 12:29, Aug 7:

This function may not be supported depending on the model or geographical area.
But the thing is here based on the mobiles and the TV there is a lot of difference.

**--Me--**

 at 12:30, Aug 7:

I told you 3 times already

Leonard

 at 12:30, Aug 7:

This function may not be supported depending on the model or geographical area.
But the thing is here based on the mobiles and the TV there are lot of difference.

**--Me--**

 at 12:30, Aug 7:

Forget the mobile phone. It doesn't exist

Leonard

 at 12:30, Aug 7:

This function may not be supported depending on the model or geographical area.
But the thing is here based on the mobiles and the TV there are lot of difference.

**--Me--**

 at 12:30, Aug 7:

The TV works in SDR

**--Me--**

 at 12:30, Aug 7:

But HDR doesn't work properly

**--Me--**

 at 12:30, Aug 7:

Can you just transfer me to your supervisor?

Leonard

 at 12:31, Aug 7:

If you are using analog cable, upgrade to digital cable. If you use an analog cable box or satellite box, upgrade to a digital cable box or satellite box and adjust the digital cable box and satellite box's video output resolution to UHD or HD. Be sure to use an HDMI cable to enjoy high-quality videos. To connect the TV with your PC, make sure that your PC's graphic card supports UHD resolutions. For more information about the supported UHD resolutions.

**--Me--**

 at 12:31, Aug 7:

Right now you are not helping me at all and you keep fixating on my phone

**--Me--**

 at 12:31, Aug 7:

Please transfer me to your supervisor

Leonard

 at 12:31, Aug 7:

If you are using analog cable, upgrade to digital cable. If you use an analog cable box or satellite box, upgrade to a digital cable box or satellite box and adjust the digital cable box and satellite box's video output resolution to UHD or HD. Be sure to use an HDMI cable to enjoy high quality videos. To connect the TV with your PC, make sure that your PC's graphic card supports UHD resolutions. For more information about the supported UHD resolutions

**--Me--**

 at 12:32, Aug 7:

Or someone else who could help

**--Me--**

 at 12:32, Aug 7:

Stop sending me this

Leonard

 at 12:32, Aug 7:

Sorry to say this is based on the output signal that you have.

**--Me--**

 at 12:32, Aug 7:

I told you my GPU and cable supports HDR and 4K at the same time natively

Leonard

 at 12:33, Aug 7:

Be sure to use an HDMI cable to enjoy high-quality videos. To connect the TV with your PC, make sure that your PC's graphic card supports UHD resolutions.

Leonard

 at 12:34, Aug 7:

This function may not be supported depending on the model or geographical area

**--Me--**

 at 12:34, Aug 7:

I told you my cable and graphics support HDR and 4K natively

Leonard

 at 12:34, Aug 7:

On the TV remote, go to Home >> Settings >> General >> Expert Settings >> HDR.

**--Me--**

 at 12:34, Aug 7:

Yes I tried that earlier

**--Me--**

 at 12:35, Aug 7:

Just transfer me please. Copy-pasting everything over and over again is most unhelpful and unnerving

Leonard

 at 12:35, Aug 7:

May I know on which phone you are trying to enable this feature?

**--Me--**

 at 12:36, Aug 7:

None! It's on my TV

**--Me--**

 at 12:36, Aug 7:

Forget I ever mentionned a phone

**--Me--**

 at 12:36, Aug 7:

And the feature is enavled

**--Me--**

 at 12:36, Aug 7:

enabled

**--Me--**

 at 12:36, Aug 7:

It doesn't work properly

**--Me--**

 at 12:36, Aug 7:

Please transfer me to someone else who could help me

Leonard

 at 12:37, Aug 7:

May I know where the TV was purchased?

**--Me--**

 at 12:37, Aug 7:

How is it relevant?

Leonard

 at 12:37, Aug 7:

Are you able to send the purchase receipt?

**--Me--**

 at 12:37, Aug 7:

Yes

Leonard

 at 12:39, Aug 7:

May I know where the TV was purchased?

**--Me--**

 at 12:39, Aug 7:

A small retailer called Fillion Électronique

Leonard

 at 12:40, Aug 7:

I request you to contact the place of purchase to get the exact info.

**--Me--**

 at 12:40, Aug 7:

They told me to contact you

Leonard

 at 12:40, Aug 7:

As we are giving all the info you're unable to get it.

**--Me--**

 at 12:41, Aug 7:

So here I am, with Samsung not willing to help me with their own product, and the store rightfully telling me to ask the maker of my TV to help

**--Me--**

 at 12:41, Aug 7:

Please transfer me to someone else

**--Me--**

 at 12:44, Aug 7:

Please transfer me to someone else

**--Me--**

 at 12:46, Aug 7:

And now you are completely silent...

**--Me--**

 at 12:46, Aug 7:

Most frustrating support ever.

**--Me--**

 at 12:46, Aug 7:

If the goal was to make me regret my purchase, you are doing a great job.

Leonard

 at 12:47, Aug 7:

I would have definitely helped you if there is an alternative way for HDR.

**--Me--**

 at 12:47, Aug 7:

I'm not looking for an alternative

**--Me--**

 at 12:47, Aug 7:

I'm looking to make it work

**--Me--**

 at 12:48, Aug 7:

If all settings are OK, doesn't that mean the TV is defective and needs to be serviced?

**--Me--**

 at 12:49, Aug 7:

Instead of copy-pasting the same "solutions" again and again despite me being very clear about how I checked everything and that my phone was mentionned for reference only

**--Me--**

 at 12:50, Aug 7:

Alright I've been here for an hour and I've had enough of this nonsense.

Leonard

 at 12:50, Aug 7:

This function may not be supported depending on the model or geographical area.

**--Me--**

 at 12:50, Aug 7:

I'll have to consider my options on this issue, including filing a complaint to the OPC

**--Me--**

 at 12:51, Aug 7:

Because HDR is supported on my TV, it doesn't work properly

[BDTech]

On some random website.

[CHMultimedia]

Try here https://www.rapidtables.com/convert/number/binary-to-ascii.html

[BDTech]

Haha! I love it.