2010 LG TVs - No update for Netflix Canada - Canadian TV, Computing and Home Theatre Forums

WestCDA · 2010-10-08, 03:46 PM

I recently purchased an LG LE425400 LED set, primarily because of the minimal depth when wall mounted.

The Canadian market sets come with a network connection (wired and wireless via an optional USB dongle), and two applets for YouTube and Picassa. The U.S. sets have a few more applets including Netflix. I contacted LG to find out when/if they would be providing access to Netflix Canada via firmware update, and this was their response:

LG is excited that Netflix is available to Canadians. The success we enjoyed in the US with the first generation of Netflix on Blu-ray players and TVs demonstrated the strong interest and convenience to our customers.

We are working directly with Netflix to ensure that all of our 2011 NetCast products fully incorporate Netflix Canada functionality, however due to the new hardware requirements of the latest version of the Netflix platform, current and previous LG TV and AV products cannot be upgraded via a firmware or software update.

Incremental product releases with Netflix isn’t the approach we want to take. Instead it’s our opportunity to enhance the Netflix feature in 2011 and do so across our full line of products.

Regards
Dave H.
LG Customer Service
LG Canada

Not a major deal for me, as I stream Netflix via my PS3, but thought others who own or are considering these sets might be interested.

skypilot · 2010-10-08, 07:19 PM

Quote:

Not a major deal for me, as I stream Netflix via my PS3, but thought others who own or are considering these sets might be interested.

I'm disappointed in this, especially with my recent purchases. My only option is to stream Netflix 480p over the Wii

. Not the best resolution option!

Metralla · 2010-10-08, 07:49 PM

Thank you for posting this info. I have been trying to find out when LG will provide Netflix support to the LG BD570c.

The american version (LG BD570) does support Netflix, "hardware" should not be a valid exuse. $%@#!

Maybe is time for an Apple TV?

WestCDA · 2010-10-09, 02:17 PM

I agree, it seems strange that the LG devices do fully support the American Netflix service with the existing hardware, yet they claim it's incapable of handling the Canadian service. As both services are providing the same type of content, it's hard to understand how the hardware could be a limiting factor.

Other manufacturers like Samsung (according to other reports here) have succesfully added the Canadian Netflix service via firmware updates, using their existing hardware platform.

mark2000 · 2010-10-12, 01:18 PM

What a shocker. I almost find it hard to believe it can't be done with a firmware upgrade? That doesn't make sense?

I just bought the LE5400 and I'm still within the 30 day return window...I wonder if I should return it. But then who knows how long it will take before a decently-priced LG LED LCD set with Netflix comes onto the Canadian market.

ScaryBob · 2010-10-12, 03:52 PM

Since LG is clearly not interested in providing ongoing support for their TVs, I would be looking for another brand of TV.

North_of_Calgary · 2010-10-14, 07:32 PM

Well I'm in the same boat with 2010 and 2009 large screen LG plasmas.

However .... why would any manufacturer want to retro-fit their firmware to support Netflix or anything else for that matter? I mean, what's in it for them except for cost and grief. They've already made the sale - you've bought your 2010 LG TV and likely won't be buying another one for many years. I can't see many people actually returning their TV over this. Most will be beyond the return period and for those that aren't they'll probably get over it rather than go through the effort of returning it. I know when I finally got my 60" in and installed on the wall I certainly didn't want to be taking it off, returning it, and repeating the process again with another brand TV.

So I see a tiny percentage of their customers returning their new TVs over this. Where as developing, distributing, and supporting new firmware would be far far more costly.

And as far as doing it for "general customer satisfaction" I don't think they give a damn about that either. In 5-10 years time the vast majority of customers will buy a new TV based on what's the best option at that time and if that's a brand they've had an issue with before, most of them will just suck it up and buy anyway (money talks and the best deal will win regardless of what's happened in the past). A small number will hold the grudge all those years later and the manufacturers account for that as normal brand loyalty churn.

I don't see why any of these companies would retrofit any of their past product lines (TVs or DVD players). Doesn't make economical sense.

Jake · 2010-10-14, 08:22 PM

Quote:

I don't see why any of these companies would retrofit any of their past product lines (TVs or DVD players). Doesn't make economical sense

What if manufacturers of BR players used the same logic? Or PVRs? s I hope they provide a little more substance to the hardware limitation. Would the NA TVs not roll off the same assembly line? Or did I read that incorrectly?

mark2000 · 2010-10-15, 10:43 AM

I don't think it is an idea of retrofitting... I think that its all software. Because, if the US version of an LE5400 can run Netflix, then my LE5400 should be able to run it too.

I heard there is a way to get into the service menu and change the "country" setting for this set, between US, Canada and Mexico, and based on that, the appropriate widgets/software will show up.

But I don't know how to get into the Service Menu, information about it on the net is vague...it sounds like you need a special IR code for your remote control.

North_of_Calgary · 2010-10-15, 02:52 PM

Quote:

Originally Posted by Jake

What if manufacturers of BR players used the same logic? Or PVRs? s I hope they provide a little more substance to the hardware limitation. Would the NA TVs not roll off the same assembly line? Or did I read that incorrectly?

I wrote "DVD" but I meant to write "Blu-Ray". I don't see any advantage to the manufacturers in adding or enabling any new functionality to their TVs or Blu-Rays.

They've made the sale, they've got your money, there's nothing for them to gain whether it's providing a new version of the firmware or enabling code that's already there. From their perspective it's best to leave things alone as much as possible (unless dealing with a critical bug fix).

Jake · 2010-10-15, 03:09 PM

Quote:

don't see any advantage to the manufacturers

Customer satisfaction?

DSgamby · 2010-10-15, 05:00 PM

Quote:

Originally Posted by Jake

Customer satisfaction?

That is very funny.

North_of_Calgary · 2010-10-16, 10:10 PM

Quote:

Originally Posted by Jake

Customer satisfaction?

Quoting myself in post #7: "And as far as doing it for "general customer satisfaction" I don't think they give a damn about that either."

Don't get me wrong: I have Sony Blu-Ray players (two of them), and LG Plasmas (two again) that I only wish would get upgraded. But I have little hope as it just doesn't make any sense to me that they would.

WestCDA · 2010-10-20, 12:58 AM

I have a Toshiba HD-DVD that received several firmware updates - before and even after Toshiba conceded the HD format war to Sony. I have a Yamaha receiver that I've updated with new firmware as well, and a PS/3 that is continually updated with firmware versions providing new functionality. All these manufacturers already 'made the sale' - as have many other manufacturers that continue to provide improvements and enhancements through firmware.

My new LG TV just downloaded and installed an internet update to their NetCast service three or four days ago, though I have no idea what it contained - it still has no NetFlix, and just the Picassa and YouTube applets. Obviously they have some commitment, as do the other manufacturers, to improving their customer experience through firmware updates.

Samsung has provided 'after sale' Netflix Canada access to their devices through firmware updates. I don't think it's unreasonable to look to LG for the same. If I had just bought this set, and didn't have an easy Netflix alternative like the PS3 connected, I'd box it up and take it back. At only an inch thick, it's not that heavy.

North_of_Calgary · 2010-10-21, 10:54 AM

Majority of those critical bug fixes and similar enhancements that usually mean no change to the user experience. The cost of those is justified by reduced service calls on firmware bug issues.

WestCDA: Can you list me three enhancements or extra functionality that you're now enjoying on your Toshiba, Yamaha, or LG with those firmware upgrades? (My LG TV came with Youtube and Picassa on the base firmware. )

The PS3 is a different situation - it's designed to be an expanding platform and we've already seen Netflix added there.

2010-10-08, 03:46 PM	#1
WestCDA Join Date: Mar 2005 Location: Calgary, AB Posts: 846	2010 LG TVs - No update for Netflix Canada I recently purchased an LG LE425400 LED set, primarily because of the minimal depth when wall mounted. The Canadian market sets come with a network connection (wired and wireless via an optional USB dongle), and two applets for YouTube and Picassa. The U.S. sets have a few more applets including Netflix. I contacted LG to find out when/if they would be providing access to Netflix Canada via firmware update, and this was their response: LG is excited that Netflix is available to Canadians. The success we enjoyed in the US with the first generation of Netflix on Blu-ray players and TVs demonstrated the strong interest and convenience to our customers. We are working directly with Netflix to ensure that all of our 2011 NetCast products fully incorporate Netflix Canada functionality, however due to the new hardware requirements of the latest version of the Netflix platform, current and previous LG TV and AV products cannot be upgraded via a firmware or software update. Incremental product releases with Netflix isn’t the approach we want to take. Instead it’s our opportunity to enhance the Netflix feature in 2011 and do so across our full line of products. Regards Dave H. LG Customer Service LG Canada Not a major deal for me, as I stream Netflix via my PS3, but thought others who own or are considering these sets might be interested.

2010-10-12, 03:52 PM	#6
ScaryBob Veteran Join Date: Feb 2009 Location: The Dandelion City Posts: 7,133	Since LG is clearly not interested in providing ongoing support for their TVs, I would be looking for another brand of TV. __________________ At 20 I had a good mind. At 40 I had money. At 60 I've lost my mind and my money. Oh, to be 20 again. --Scary

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2010-10-08, 07:49 PM	#3
Metralla Rookie Join Date: Oct 2010 Posts: 1	Thank you for posting this info. I have been trying to find out when LG will provide Netflix support to the LG BD570c. The american version (LG BD570) does support Netflix, "hardware" should not be a valid exuse. $%@#! Maybe is time for an Apple TV?

2010-10-09, 02:17 PM	#4
WestCDA Join Date: Mar 2005 Location: Calgary, AB Posts: 846	I agree, it seems strange that the LG devices do fully support the American Netflix service with the existing hardware, yet they claim it's incapable of handling the Canadian service. As both services are providing the same type of content, it's hard to understand how the hardware could be a limiting factor. Other manufacturers like Samsung (according to other reports here) have succesfully added the Canadian Netflix service via firmware updates, using their existing hardware platform.

2010-10-12, 01:18 PM	#5
mark2000 Join Date: Jan 2005 Location: Toronto Posts: 90	What a shocker. I almost find it hard to believe it can't be done with a firmware upgrade? That doesn't make sense? I just bought the LE5400 and I'm still within the 30 day return window...I wonder if I should return it. But then who knows how long it will take before a decently-priced LG LED LCD set with Netflix comes onto the Canadian market.

2010-10-14, 07:32 PM	#7
North_of_Calgary Veteran Join Date: Aug 2004 Location: Calgary Area Posts: 2,074	Well I'm in the same boat with 2010 and 2009 large screen LG plasmas. However .... why would any manufacturer want to retro-fit their firmware to support Netflix or anything else for that matter? I mean, what's in it for them except for cost and grief. They've already made the sale - you've bought your 2010 LG TV and likely won't be buying another one for many years. I can't see many people actually returning their TV over this. Most will be beyond the return period and for those that aren't they'll probably get over it rather than go through the effort of returning it. I know when I finally got my 60" in and installed on the wall I certainly didn't want to be taking it off, returning it, and repeating the process again with another brand TV. So I see a tiny percentage of their customers returning their new TVs over this. Where as developing, distributing, and supporting new firmware would be far far more costly. And as far as doing it for "general customer satisfaction" I don't think they give a damn about that either. In 5-10 years time the vast majority of customers will buy a new TV based on what's the best option at that time and if that's a brand they've had an issue with before, most of them will just suck it up and buy anyway (money talks and the best deal will win regardless of what's happened in the past). A small number will hold the grudge all those years later and the manufacturers account for that as normal brand loyalty churn. I don't see why any of these companies would retrofit any of their past product lines (TVs or DVD players). Doesn't make economical sense.

2010-10-15, 10:43 AM	#9
mark2000 Join Date: Jan 2005 Location: Toronto Posts: 90	I don't think it is an idea of retrofitting... I think that its all software. Because, if the US version of an LE5400 can run Netflix, then my LE5400 should be able to run it too. I heard there is a way to get into the service menu and change the "country" setting for this set, between US, Canada and Mexico, and based on that, the appropriate widgets/software will show up. But I don't know how to get into the Service Menu, information about it on the net is vague...it sounds like you need a special IR code for your remote control.

2010-10-20, 12:58 AM	#14
WestCDA Join Date: Mar 2005 Location: Calgary, AB Posts: 846	I have a Toshiba HD-DVD that received several firmware updates - before and even after Toshiba conceded the HD format war to Sony. I have a Yamaha receiver that I've updated with new firmware as well, and a PS/3 that is continually updated with firmware versions providing new functionality. All these manufacturers already 'made the sale' - as have many other manufacturers that continue to provide improvements and enhancements through firmware. My new LG TV just downloaded and installed an internet update to their NetCast service three or four days ago, though I have no idea what it contained - it still has no NetFlix, and just the Picassa and YouTube applets. Obviously they have some commitment, as do the other manufacturers, to improving their customer experience through firmware updates. Samsung has provided 'after sale' Netflix Canada access to their devices through firmware updates. I don't think it's unreasonable to look to LG for the same. If I had just bought this set, and didn't have an easy Netflix alternative like the PS3 connected, I'd box it up and take it back. At only an inch thick, it's not that heavy.

2010-10-21, 10:54 AM	#15
North_of_Calgary Veteran Join Date: Aug 2004 Location: Calgary Area Posts: 2,074	Majority of those critical bug fixes and similar enhancements that usually mean no change to the user experience. The cost of those is justified by reduced service calls on firmware bug issues. WestCDA: Can you list me three enhancements or extra functionality that you're now enjoying on your Toshiba, Yamaha, or LG with those firmware upgrades? (My LG TV came with Youtube and Picassa on the base firmware. ) The PS3 is a different situation - it's designed to be an expanding platform and we've already seen Netflix added there.