Consumer Rights Wiki - User contributions [en]

Samsung Frame TV asks for subscription to view photos

2025-08-14T21:11:54Z

Plausibly5677: /* Samsung's response */ Added Samsung's response from a Samsung employee on the issue

{{IncidentCargo|Company=Samsung|StartDate=2025-07-31|Status=Pending Resolution|ProductLine=Samsung Frame TV|Product=Samsung Frame TV|ArticleType=Product|Type=Digital restrictions|Description=Samsung Frame TVs suddenly told users after an update they would require a subscription to display a slideshow on their TV}}

Samsung Frame TVs suddenly told users after an update they would require a subscription to display a slideshow on their TV.

==Background==
Samsung’s Frame TV line includes an “Art Mode” feature that lets people show artwork or personal photos when the TV is not in active use. Before the July 2025 update, users could upload personal photos & have them displayed as a rotating slideshow without any subscription requirement.<ref name="tekno">{{cite web |date=2025-08-04 |title=Kunder raser mot Samsung etter oppdatering – En feil, sier Samsung |url=https://www.tek.no/nyheter/nyhet/i/73rLE8/kunder-raser-mot-samsung-etter-oppdatering-en-feil-sier-samsung |work=Tek.no}}</ref> This feature was a selling point for many customers, as discussed in Samsung’s own marketing & customer testimonials on its community forum.<ref name="forum1">{{cite web |date=2025-08-01 |title=Frame TV ART Mode: Why can't I display a Slideshow... |url=https://us.community.samsung.com/t5/QLED-and-The-Frame-TVs/Frame-TV-ART-Mode-Why-can-t-I-display-a-Slideshow-of-my-own-art/td-p/3307361 |publisher=Samsung Community}}</ref>

==Incident==
On or around 2025-07-31, after an update to the Samsung Art app, many Frame TV owners reported that the ability to run a slideshow of their own personal photos in Art Mode was disabled unless they purchased a subscription to the Samsung Art Store.<ref name="tekno" /> While users could still display a single personal photo, attempting to run a slideshow triggered a subscription paywall message.<ref name="forum2">{{cite web |date=2025-08-01 |title=Solved: Frame TV cannot display slideshow of my own personal pictures unless I pay membership fee |url=https://eu.community.samsung.com/t5/tv/frame-tv-cannot-display-slideshow-of-my-own-personal-pictures/td-p/12892255 |publisher=Samsung Community}}</ref>

The change affected many Frame TV models, with reports from owners of LS03B (2022), LS03C (2023), & LS03D (2024) models.<ref name="tekno" /> Customers described this as a ''“bait and switch,”'' claiming that Samsung had retroactively removed a feature that influenced their purchase decision.<ref name="forum1" />

==Samsung's response==
In a statement to Tek.no, Samsung said the change was “a mistake” and not intentional.<ref name="tekno" /> The company promised to restore slideshow functionality for personal photos in a future software update, but did not provide an exact timeline.<ref name="tekno" /> As of the latest user reports in the Samsung Community threads, the issue remained unresolved.<ref name="forum1" /><ref name="forum2" />

A Samsung Community Manager responsed on 2025-07-30 on the EU Samsung Forums saying the following<ref>{{Cite web |title=Frame TV cannot display slideshow of my own personal pictures unless I pay membership fee |url=https://eu.community.samsung.com/t5/tv/frame-tv-cannot-display-slideshow-of-my-own-personal-pictures/m-p/12914737/highlight/true#M105097}}</ref>:

<blockquote>Frame TVs LS03B , LS03C & LS03D (Y22, Y23 & Y24)

Some Frame TV owners may see a message asking them to subscribe to the Samsung Art Store when they attempt to display a slide show of their own photos using the My Photos feature of the Art app. This has been occurring following a recent update to the Art app.

A version of the Art app that does not require a paid subscription to use the My Photos feature is currently being prepared. The improved app is expected to be released in early August (WK32). This update will be applied automatically to the TV.</blockquote>

==Consumer response==
The update prompted hundreds of complaints on Samsung’s official community forum.<ref name="forum1" /><ref name="forum2" /> Many users expressed frustration that a paid subscription was now required for a feature they used to use for free, with some stating they would return their TVs or file complaints with consumer protection agencies.<ref name="tekno" /> The Tek.no article covering the controversy was widely shared among Norwegian technology readers and amplified the backlash.<ref name="tekno" />

==References==
{{reflist}}{{Ph-I-C}}
[[Category:Samsung]]
[[Category:Digital restrictions]]
[[Category:Feature paywall]]
[[Category:Smart TV]]
[[Category:2025 incidents]]

Samsung Frame TV asks for subscription to view photos

2025-08-14T20:48:40Z

Plausibly5677: filled in consumer response section

{{StubNotice}}{{IncidentCargo
|Company=Samsung
|StartDate=2025-07-31
|Status=Pending Resolution
|ProductLine=Samsung Frame TV
|Product=Samsung Frame TV
|ArticleType=Product
|Type=Digital restrictions
|Description=Samsung Frame TVs suddenly told users after an update they would require a subscription to display a slideshow on their TV
}}In July, [[Samsung]] introduced an update to their Frame TVs, revoking free access to a feature that was for the product; displaying digital photos.<ref>{{Cite news |last=Joahansen Auby |first=David |date=Jul 31, 2025 |title=Customers rage against Samsung after update. - An error, says Samsung |url=https://www.tek.no/nyheter/nyhet/i/73rLE8/kunder-raser-mot-samsung-etter-oppdatering-en-feil-sier-samsung |access-date=Aug 14, 2025 |work=Tek.No}}</ref> This update now requires consumers to purchase a subscription to the S''amsung Art Store'' in order to continue using this device's primary feature.

==Background==
Historically, Samsung has been known to revoke or restrict features from their products before, such as [incident 1], [incident 2], and [incident 3], harming the rights over the products that consumers purchase.

==Removing a base feature from the product==
Before the July 2025 update to the Samsung Frame Smart TV devices, users were able to rotate photos, display slideshows, and use other basic photo manipulation features. After the July 2025 was pushed, those features were removed, and now require a subscription to use with the only viable alternative being using your Samsung mobile device. At the time of the update, no known free alternative was known to restore functionality.

===Samsung's response===
Here is a response from a Samsung Community Manager on the EU Samsung forums<ref>{{Cite web |title=Frame TV cannot display slideshow of my own personal pictures unless I pay membership fee |url=https://eu.community.samsung.com/t5/tv/frame-tv-cannot-display-slideshow-of-my-own-personal-pictures/m-p/12914737}}</ref>:<blockquote>Frame TVs LS03B , LS03C & LS03D (Y22, Y23 & Y24)

Some Frame TV owners may see a message asking them to subscribe to the Samsung Art Store when they attempt to display a slide show of their own photos using the My Photos feature of the Art app. This has been occurring following a recent update to the Art app.

A version of the Art app that does not require a paid subscription to use the My Photos feature is currently being prepared. The improved app is expected to be released in early August (WK32). This update will be applied automatically to the TV.</blockquote>

==Consumer response==

After the update was pushed numerous forum posts were made on the Samsung forums on the US and EU sites complaining about the now missing features. Users also posted their complaints to Reddit hoping to find other avenues for support, but were unsuccessful.
==References==
{{reflist}}
[[Category:Samsung]]

Samsung Frame TV asks for subscription to view photos

2025-08-14T20:45:18Z

Plausibly5677: /* Removing a base feature from the product */ added section

{{StubNotice}}{{IncidentCargo
|Company=Samsung
|StartDate=2025-07-31
|Status=Pending Resolution
|ProductLine=Samsung Frame TV
|Product=Samsung Frame TV
|ArticleType=Product
|Type=Digital restrictions
|Description=Samsung Frame TVs suddenly told users after an update they would require a subscription to display a slideshow on their TV
}}In July, [[Samsung]] introduced an update to their Frame TVs, revoking free access to a feature that was for the product; displaying digital photos.<ref>{{Cite news |last=Joahansen Auby |first=David |date=Jul 31, 2025 |title=Customers rage against Samsung after update. - An error, says Samsung |url=https://www.tek.no/nyheter/nyhet/i/73rLE8/kunder-raser-mot-samsung-etter-oppdatering-en-feil-sier-samsung |access-date=Aug 14, 2025 |work=Tek.No}}</ref> This update now requires consumers to purchase a subscription to the S''amsung Art Store'' in order to continue using this device's primary feature.

==Background==
Historically, Samsung has been known to revoke or restrict features from their products before, such as [incident 1], [incident 2], and [incident 3], harming the rights over the products that consumers purchase.

==Removing a base feature from the product==
Before the July 2025 update to the Samsung Frame Smart TV devices, users were able to rotate photos, display slideshows, and use other basic photo manipulation features. After the July 2025 was pushed, those features were removed, and now require a subscription to use with the only viable alternative being using your Samsung mobile device. At the time of the update, no known free alternative was known to restore functionality.

===Samsung's response===
Here is a response from a Samsung Community Manager on the EU Samsung forums<ref>{{Cite web |title=Frame TV cannot display slideshow of my own personal pictures unless I pay membership fee |url=https://eu.community.samsung.com/t5/tv/frame-tv-cannot-display-slideshow-of-my-own-personal-pictures/m-p/12914737}}</ref>:<blockquote>Frame TVs LS03B , LS03C & LS03D (Y22, Y23 & Y24)

Some Frame TV owners may see a message asking them to subscribe to the Samsung Art Store when they attempt to display a slide show of their own photos using the My Photos feature of the Art app. This has been occurring following a recent update to the Art app.

A version of the Art app that does not require a paid subscription to use the My Photos feature is currently being prepared. The improved app is expected to be released in early August (WK32). This update will be applied automatically to the TV.</blockquote>

==Consumer response==
{{Ph-I-ConR}}

==References==
{{reflist}}
[[Category:Samsung]]

Samsung Frame TV asks for subscription to view photos

2025-08-14T20:38:10Z

Plausibly5677: Added Samsung's response from a Samsung employee on the issue

{{StubNotice}}{{IncidentCargo
|Company=Samsung
|StartDate=2025-07-31
|Status=Pending Resolution
|ProductLine=Samsung Frame TV
|Product=Samsung Frame TV
|ArticleType=Product
|Type=Digital restrictions
|Description=Samsung Frame TVs suddenly told users after an update they would require a subscription to display a slideshow on their TV
}}In July, [[Samsung]] introduced an update to their Frame TVs, revoking free access to a feature that was for the product; displaying digital photos.<ref>{{Cite news |last=Joahansen Auby |first=David |date=Jul 31, 2025 |title=Customers rage against Samsung after update. - An error, says Samsung |url=https://www.tek.no/nyheter/nyhet/i/73rLE8/kunder-raser-mot-samsung-etter-oppdatering-en-feil-sier-samsung |access-date=Aug 14, 2025 |work=Tek.No}}</ref> This update now requires consumers to purchase a subscription to the S''amsung Art Store'' in order to continue using this device's primary feature.

==Background==
Historically, Samsung has been known to revoke or restrict features from their products before, such as [incident 1], [incident 2], and [incident 3], harming the rights over the products that consumers purchase.

==Removing a base feature from the product==
{{Ph-I-I}}

===Samsung's response===
Here is a response from a Samsung Community Manager on the EU Samsung forums<ref>{{Cite web |title=Frame TV cannot display slideshow of my own personal pictures unless I pay membership fee |url=https://eu.community.samsung.com/t5/tv/frame-tv-cannot-display-slideshow-of-my-own-personal-pictures/m-p/12914737}}</ref>:<blockquote>Frame TVs LS03B , LS03C & LS03D (Y22, Y23 & Y24)

Some Frame TV owners may see a message asking them to subscribe to the Samsung Art Store when they attempt to display a slide show of their own photos using the My Photos feature of the Art app. This has been occurring following a recent update to the Art app.

A version of the Art app that does not require a paid subscription to use the My Photos feature is currently being prepared. The improved app is expected to be released in early August (WK32). This update will be applied automatically to the TV.</blockquote>

==Consumer response==
{{Ph-I-ConR}}

==References==
{{reflist}}
[[Category:Samsung]]