Ambient Mode

I am writing to express my considerable disappointment and dissatisfaction with Samsung’s decision to discontinue the Ambient Service from 1 August 2026.

Ambient Mode was an established feature of Samsung televisions and an important part of the overall viewing experience. It allowed me to display beautiful moving backgrounds, atmospheric scenery and ambient sounds when the television was not in use.

When friends visit they often comment on it and express interest in the type of tv I have. In fact, several friends have purchased the Samsung because of this feature. 

I find it unacceptable that Samsung has chosen to withdraw this functionality from existing customers after they have purchased their televisions, particularly when this was part of the product experience they had come to expect.

The suggested alternative, the Art Store, is not an equivalent replacement. It is predominantly a static artwork service and requires a subscription for much of its content. Customers should not be expected to pay an additional ongoing fee to replace functionality that was previously available as part of their television.

I am also concerned that Samsung appears to be prioritising a commercial subscription model at the expense of the experience of its existing customers.

I would therefore appreciate a clear explanation of:

1. Why Samsung has decided to discontinue the Ambient Service.

2. Why existing customers are losing access to functionality associated with their purchased televisions.

3. What equivalent, free alternative Samsung intends to provide.

4. Whether Samsung has considered the impact this decision will have on customer confidence and brand loyalty.

I had hoped to be able to email this to customer relations but I cannot find an address to do so. 

I have invested in Samsung products because of the quality, functionality and experience they offer. 

Does anyone else in this community share my views or have any suggestions about how I can reach the CEO team? 

Thank you, 

Helen