Samsung Q990D unresponsive after 1020 firmware update

[Jwrc]

Since the update, the soundbar is unresponsive and can't be reset.

Seems like quite a few people with the issue

[DT2122]

Like many others here, my HW-Q800D is completely bricked after the most recent firmware update. Stuck in  e-arc mode, and the remote and physical buttons do nothing. Hoping to make another post so Samsung addresses this asap. It’s ridiculous to have a firmware update render a “top of the line” soundbar like this completely useless. Their suggestion is to send it in for repairs, luckily with no cost to me, but who knows how long they’ll keep it for and what the turn around time is like. 

[SgtChrischi]

Same here with same model. They also told me to send it in for repair, but I had to pay shipping cost myself.

[DT2122]

Is yours still within the warranty period? 

[SgtChrischi]

Yes, but I did not buy it directly from Samsung, so that's why I had to pay I guess. But it's easier for me to just ship the sound bar (without subwoofer) to Samsung than bringing the whole package back to the store I bought it from.

[DT2122]

Let me know how you turn out, I’ll do the same! 

[DARKDEALX-23]

I wish to make the following clear on our ‘Consumer Rights Act 2015’ 

When dealing with a faulty electrical item in the UK, your consumer rights, particularly when you prefer a replacement over a repair, are largely defined by the Consumer Rights Act 2015. Here's a breakdown:
Key Consumer Rights:
* Goods Must Be of Satisfactory Quality:
* This means the item should meet the standard that a reasonable person would consider satisfactory, taking into account the price, description, and any other relevant factors.
* Goods Must Be Fit for Purpose:
* The item should do what it's supposed to do.
* Goods Must Be as Described:
* The item must match any description given to you by the retailer.
Rights and Remedies:
* Short-Term Right to Reject (30 Days):
* If the electrical item is faulty within 30 days of purchase, you have the right to reject it and receive a full refund.
* Right to Repair or Replacement:
* After 30 days, you have the right to request a repair or replacement.
* The retailer gets to choose whether to repair or replace, but:
* You can state your preference.
* If one option is disproportionately expensive or impossible, the other option becomes the legal choice.
* It is important to note that you are able to request a replacement.
* Final Right to Reject:
* If a repair or replacement is unsuccessful, or if it's not provided within a reasonable time, you can claim a final right to reject the goods and receive a refund.
* A deduction may be made for usage.
Manufacturer's Fault:
* Even if the fault is due to a manufacturing defect, your contract is with the retailer. Therefore, your legal rights are primarily against the retailer.
* Manufacturer warranties are in addition to, and do not replace, your statutory rights.
Key Considerations:
* Evidence:
* Keep records of your purchase, any communication with the retailer, and any evidence of the fault.
* Retailer Responsibility:
* The retailer cannot simply refer you to the manufacturer. They are responsible for addressing your consumer rights.
In summary:
* While the retailer may offer a repair, you have the right to request a replacement.
* If the retailer is being difficult, remember to state that you are aware of your rights under the consumer rights act 2015.

[Adma]

An excellent clarification of our consumer rights in the UK.  Hopefully if consumers affected by this in the UK do not get repairs in good time or are being fobbed off, they can invoke the legislation, against the retailer.  It should also be noted that the Act covers products for up to six years, so people should not be overly concerned that they may be out of the one year manufacturers warranty, it is irrelevant to the Consumer Rights Act.

[Adma]

I forgot to mention.  I contacted my retailer first and they said I could contact Samsung directly who could deal with the issue speedily and gave me their contact number.  I did this so that should Samsung not be able to carry out the repairs or supply a new unit, I would not have muddied my claim against the retailer since they guided me towards Samsung.  

[jvaarre]

Q990 bricked Friday Mar 14th.

[BlockF16]

Q990D is also bricked. Prior to me finding out about this issue, I had already chatted with Samsung Tech support and since it was under warranty they sent me a UPS Label to ship it for repairs (US located).  I'm not looking forward to figuring out how to package this unit so it doesn't get damaged, so I contacted the Samsung Repair Center Techeim, Inc and asked about providing funding for UPS to package it (diversifying liability) and was quickly scoffed as it was "my responsibility for packaging" their defective unit. I attempted to send them an email as a follow up and it's not a valid email/**bleep** undeliverable (classic...)

I'm fine with shipping it back if they will fix it. I'm not cool with having to pay out of pocket so that won't get damaged enroute when it was Samsung's problem to begin with. This is just a bad way of doing business for your customers.