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

[bullus0]

?

[Jut1]

IK had mijn soundbar 3 weken. en na een update werkt het nietmeer kan niet meer verbinden. Init met +- toetsen indrukken werkt niet. 

[Challenger392]

It’s class action law suit time!! 

[TheSaturdayBoy]

I asked for a replacement. Samsung said no as they could fix it and would only replace if it couldn’t be fixed. 
I said the timescale for the fix was not reasonable so would they replace it. They said no. 
I asked if they knew how to fix it, they said yes but they didn’t know how…that was a different department. 
I told them to note on my ticket that I will be coming back for a replacement if the timescale for a repair is unreasonable (I was told at least 18 days but that’s before they factor in the scale of the issue)

Basically, they just need to replace the motherboard they have broken…the rest of it “should” be unaffected. Will they have enough spare parts even? The companies they outsource to won’t have enough, so they will have to order them in from Samsung. 

Samsung would be better just to replace every Soundbar still in the warranty period and concentrate their repair effort on the rest. 

[Cachimori]

Should I update to 1020 via USB? 

I turned off auto update and I´m still in 1016

[usera1VXosVnva]

Why risk it?

[Cachimori]

To avoid it autoupdate via WIFI

[djlechtronixxx]

I have q930d and brick as well 😡

[crankdoc]

Same here.

Germany, Q995D, bought in November ‘24

-ON -TVeARC -14 -BYE

Thats ist. Nothing else. Waiting on a call tomorrow for more information. Now that i see the scope of it all i am getting worries how they are going to handle this… And are they really capable?? Within an acceptable amount of time??? I doubt that to be honest.

What makes me a bit angry is there is nothing to hear from Samsung. At least to say sorry and they’re working (hard) on solutions!

[lord-kinbote]

Q990D
Anyone from the United States heard back from technical support? 

I had a ticket escalated this morning and I they indicated I would hear back in 24 hours.  However, on Reddit, I am hearing that EU customers are already received return labels and are sending in their units.

Support has been all over the place - first opened a case Friday morning and was told I would receive an email within 24 hours.  That never happened so I called back today and the agent send me a link to return the soundbar but the process did not work because the model/serial number did not match.  I called back and they told me that process was only for TVs and that each case currently is being handled per request and they are not having units sent back to them at this time.

I have two Q990C's and two Q990D's and luckily only one received the firmware update to 1020.7 - the others were in the process of downloading/applying and luckily I was able to disable in the smart things app before it got to the other three.