You do realize that CS just talk to the customers, and doesn't actually do the technical stuff behind the scenes to fix things.
And...you're talking to other customers here, not CS.
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How to contact Amazon CS:
Use the HELP link at the bottom of any Amazon page, then NEED MORE HELP...then CONTACT US...and CONTACT US again...select CALL or CHAT. The Call option allows you to input your phone number, and they will call you. Don't use email, and don't Google for a phone number, the results are scam numbers.
Just adding on to say that I'm having the same issues. Samsung TV trying to watch Rush on prime (RIP Niki) and the aspect ratio is all off. Annoying that it's even blocking out the option to change it manually on my TV.
I have a Samsung UN55KU6400 TV and I started experiencing aspect ratio issues after the Samsung TV firmware was updated to version 1233. 3x4 videos are shown in a 16x9 letter box. Movies that had black bars above and below are now incorrectly showing as 16x9 full screen, thus, stretching the image in the vertical direction. Examples of incorrect aspect ratios: Fresh Prince of Belair, The Nanny, Charlie´s Angels - Full Throttle.
Same exact aspect ratio problem started when steaming movies on Amazon Prime and newer Samsung (65" 4K) Smart TV. It started about a week ago some movies don't do it but most do. It's like there should be black bars top and bottom but instead it's stretched taller to fill the screen. 'Settings' on the TV won't let me change aspect (grayed out). Please research into this for us. I bet a bunch of folks have the same issue but aren't as discerning and don't notice. My wife didn't notice...
Just discovered this same issue this morning (5/22/19). I rented Her Smell, and it stretched the image to fill the whole screen. I'm also using a Samsung 4K TV. Has anyone confirmed if the above troubleshooting suggestions worked? I'll try them when I get home. Thanks for any help anyone can provide.
I am having exactly the same issues with My Samsung TV and Prime. Only seems to be with films and then not all. Some still have the black bar top and bottom but others are zoomed right in and distorted. Netflix etc is fine. Have tried everything with the picture setting on the television. Really annoying but my only comfort is that it seems to be happening to many others. Thought it was just me. Hopefully someone will come up with an answer soon.
I have done all these troubleshooting steps as I was advised to do this on the email reply I recieved and then I was given the same advice over the telephone. The man I spoke to talked me through each step and was very patient but It doesn't work.
My TV is set to 16:9. This is 100% Amazon's fault. All my other streaming services work flawlessly, and this aspect ratio problem is only on prime. If you Google the problem you'll note that people have been complaining about this for at least five years. Obviously amazing doesn't give a damn Hulu...perfect...Netflix...perfect...Roku...perfect...YouTube...perfect...Amazon...wring aspect ratio.
Not sure what Amazon doing or if they are doing anything at all. We are just keep adding comments here and Amazon staff member disappeared. They are not even responding on Twitter. Extremely poor customer service.
We hear and understand your frustration with the aspect ratio on Prime Video content. I would like to reassure everyone that we are actively working together with Samsung to get this issue resolved as soon as possible for our mutual customers. At this time, we do not have any further information or a timeline for resolution, but as soon as we receive an update we will post here.
Thank you again for your patience and understanding!