How can I get Samsung tech support to acknowledge a common issue with its Blu-ray players?

Lee has three identical Samsung Blu-ray players, model D5300, that can't play Blu-rays longer than approximately an hour and forty minutes. This started happening with a recent firmware update. When it reaches that point, the video slows down and the audio drops out. Lee has to stop and restart the disc to get it to work correctly.

Scott Wilkinson said he will look into this issue and find out if its a widespread issue. If it is, Samsung will just release another firmware update that will resolve the problem.

There is a forum with a link and instructions for downgrading the firmware of the D5300: http://forum.samygo.tv/viewtopic.php?f=18&t=5682