Samsung Frame TV asks for subscription to view photos: Difference between revisions
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==Background== | ==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 | 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="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 |url-status=live |archive-url=https://archive.ph/AtvHd |archive-date=21 Aug 2025 |access-date=14 Aug 2025 |website=us.community.samsung.com |publisher=Samsung Community}}</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" /> | ||
==Incident== | ==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=" | 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="forum1" /> 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 |url-status=live |archive-url=https://archive.ph/phcaQ |archive-date=21 Aug 2025 |access-date=14 Aug 2025 |website=eu.community.samsung.com |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=" | The change affected many Frame TV models, with reports from owners of LS03B (2022), LS03C (2023), & LS03D (2024) models.<ref name="forum2" /> 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== | ==Samsung's response== | ||
In a statement to Tek.no, Samsung said the change was "a mistake" and not intentional.<ref name=" | In a statement to Tek.no, Samsung said the change was "a mistake" and not intentional.<ref name="forum2" /> The company promised to restore slideshow functionality for personal photos in a future software update, but did not provide an exact timeline.<ref name="forum2" /> 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 responded on 2025-07-30 on the EU Samsung Forums saying the following<ref | A Samsung Community Manager responded on 2025-07-30 on the EU Samsung Forums saying the following<ref name="forum2" />: | ||
<blockquote>Frame TVs LS03B , LS03C & LS03D (Y22, Y23 & Y24) | <blockquote>Frame TVs LS03B , LS03C & LS03D (Y22, Y23 & Y24) | ||
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===Samsung's inconsistent responses=== | ===Samsung's inconsistent responses=== | ||
Depending on what channel consumers contacted Samsung through, they were told that they must pay a subscription, or to contact a different department. From user spike27 on Samsung's forums<ref>{{ | Depending on what channel consumers contacted Samsung through, they were told that they must pay a subscription, or to contact a different department. From user spike27 on Samsung's forums<ref>{{cite web |date=27 Jul 2025 |title=Re: Frame TV ART Mode: Why can't I display a Slide... - Page 3 - Samsung Community |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/page/3 |url-status=live |archive-url=https://archive.ph/2rmf7 |archive-date=21 Aug 2025 |access-date=2025-08-14 |website=Samsung Community}}</ref>:<blockquote>UPDATE: | ||
I contacted Samsung (via their support website, and then via Twitter, and then via the SmartThings app, and then SmartThings Support form). They are all deflecting. | I contacted Samsung (via their support website, and then via Twitter, and then via the SmartThings app, and then SmartThings Support form). They are all deflecting. | ||
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SamsungHelpUK on Twitter said I must pay, then when I argued they said I should contact SmartThings | SamsungHelpUK on Twitter said I must pay, then when I argued they said I should contact SmartThings | ||
SmartThings said it's not their department and closed the ticket.</blockquote>The response saying that there have been no changes and this is available to all customers came from a PR firm, suggesting crisis management began on the situation<ref name=" | SmartThings said it's not their department and closed the ticket.</blockquote>The response saying that there have been no changes and this is available to all customers came from a PR firm, suggesting crisis management began on the situation<ref name="forum2" />. <blockquote>– Vi er klare over at noen kunder har problemer med å laste opp bilder til TV-ene sine via Samsung Art Store og Smartthings. Det har ikke skjedd noen endring i systemet for å laste opp bilder, dette er tilgjengelig for alle kunder, inkludert både abonnenter og ikke-abonnenter på Art Store, heter det i en uttalelse sendt via det norske PR-byrået.</blockquote> | ||
==Consumer response== | ==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=" | 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="forum2" /> The Tek.no article covering the controversy was widely shared among Norwegian technology readers and amplified the backlash.<ref name="forum2" /> | ||
==Unfulfilled promise== | ==Unfulfilled promise== | ||
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===Continued workarounds=== | ===Continued workarounds=== | ||
Instead of enjoying restored native functionality, Frame TV owners continue relying on various workarounds to display photo slideshows. Some users report partial success using the SmartThings mobile app to initiate slideshows remotely, though this method is described as unreliable.<ref>{{cite web |date=2025-09-11 |title=Solved: 2024 The Frame missing My Photos - Samsung Community |url=https://eu.community.samsung.com/t5/tv/2024-the-frame-missing-my-photos/td-p/12895605 |access-date=2025-09-11 |website=eu.community.samsung.com |publisher=Samsung Community}}</ref> Others discovered that logging out and back into their Samsung account temporarily restored access, suggesting the restriction may be account-based rather than a fundamental software limitation.<ref>{{cite web |date=2025-09-11 |title= | Instead of enjoying restored native functionality, Frame TV owners continue relying on various workarounds to display photo slideshows. Some users report partial success using the SmartThings mobile app to initiate slideshows remotely, though this method is described as unreliable.<ref>{{cite web |date=2025-09-11 |title=Solved: 2024 The Frame missing My Photos - Samsung Community |url=https://eu.community.samsung.com/t5/tv/2024-the-frame-missing-my-photos/td-p/12895605 |access-date=2025-09-11 |website=eu.community.samsung.com |publisher=Samsung Community}}</ref> Others discovered that logging out and back into their Samsung account temporarily restored access, suggesting the restriction may be account-based rather than a fundamental software limitation.<ref>{{cite web |date=2025-09-11 |title=Frame TV ART Mode: Why can't I display a Slideshow... - Page 2 - Samsung Community |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/page/2 |access-date=2025-09-11 |website=us.community.samsung.com |publisher=Samsung Community}}</ref> | ||
The continued reliance on these imperfect solutions throughout August and September 2025 provides evidence that Samsung's promised automatic fix never materialized, leaving customers without the free slideshow functionality they had purchased with their TVs. | The continued reliance on these imperfect solutions throughout August and September 2025 provides evidence that Samsung's promised automatic fix never materialized, leaving customers without the free slideshow functionality they had purchased with their TVs. | ||