Soundbar was collected by authorised repairer last week. Track my repair function updated from “parts ordered” to “with technician for repair” but then I got an email from Samsung yesterday saying I had been passed to the alternative resolution team. Phoned the repairer and they confirmed they had not been able to order parts from Samsung (no idea why the online track my repair said otherwise).
Anyhow, I have had to send in my receipt of purchase and the authorised repairers will deliver my broken Soundbar tomorrow as they assume Samsung will want it back.
I have no idea whether they intend to replace or refund…
I am in your same shoe, but I am from Seremban, Malaysia. I sent mine back to samsung sc on 19/03/2025, and got an update reference number saying they had ordered the parts. On 24/03/2025, got an update saying repair in progress.
But all the sudden, I checked the update on 26/03/2025, repair was cancelled, then I called the SC, was told no parts available, and have no idea when will get parts from Samsung Malaysia. They Just keep asking me to wait patiently for the parts to arrive without giving me how long should I have to wait....
My 990D has been sitting at the service center in New Jersey for over a week now without any word from them or Samsung. When I reached out to the service center directly for an update, they said they are waiting for the replacement part which is back-ordered. They have no idea when they will be getting these parts. Given the quantity of bricked soundbars and the haphazard response from Samsung to this point, it seems unlikely that there is a sufficient stock pile of the parts needed to fix them all in a timely manner.
So here I remain along with most of you. I did everything they asked. I followed all the steps given. Now I am stuck waiting for Samsung to do something...anything to assure me that they can fix their mistake in a way that makes me want to continue giving them my business.
No acts, laws, warranties, etc required. See the official statement from Jim Kiczek, head of audio at Samsung Electronics America in this article from The Verge.
For those of you who can't be bothered to read a short article... "Samsung is offering free repairs for all affected units – regardless of warranty status.”
So as I posted earlier, here is what you do to get your soundbar repaired and not have to pay for shipping or packing materials:
*NOTE: These instructions are specifically for US customers. I do not know what the procedure is or if they will work for foreign customers.
• Take a pic of the silver sticker on the back of the soundbar that lists your model and serial number. You'll need this later!
• Go to the support chat. Don't waste your time trying to call.
• The agent will ask for your model number, serial number, brief description of the issue, etc. Basically, tell them your unit was affected by the faulty firmware update.
• They will want to perform basic troubleshooting, but tell them that you've already tried and nothing works.
• Ask them to create a ticket so you can send the sound bar in for repair (I know I know, but it's the only option).
• They will ask for your full model number and serial number from the silver sticker on the back of the unit. Send them the pic as well as type out the model and serial numbers.
• Once they have your info, they will e-mail you a pre-paid UPS label as well as a QR code in separate e-mails. If they send the shipping label but not the QR code, insist to the support agent that you need a QR code for the UPS Store to scan. Even if it's after the fact and they say the shipping label has been sent, tell them that you still need the QR code. They will send you a new UPS shipping label and a QR code. This way, you do not have to pay for a box and packing materials.
• Take the main soundbar unit ONLY to a UPS Store. You DO NOT need the original box, speakers, subwoofer, cables, or remote. Have the UPS Store employee scan the QR code, and that will cover the cost of the box and packing materials. Again, the only item you need to drop off is the main soundbar unit, NOTHING ELSE.
If you follow the above instructions, you shouldn't have any issues.
I believe I am also affected by the firmware update on my soundbar.
It was working perfectly, and then all of a sudden... nothing works anymore. It seems like it's even impossible to connect it to the power as it doesn't turn on.
Are other owners of this soundbar also affected?
Are any French users facing this issue?
Do we have a solution for French/European customers? Specifically, how about returning such a bulky soundbar?
It's quite unbelievable to pay 1000 euros for a soundbar that gets bricked by a firmware update.
Well well. I had contacted Samsung technical support recently, as our Q990C soundbar had suddenly stopped working. It powers up, indicates it is on HDMI 1, and does nothing else, other than say BYE when you power it off. It won't change inputs, doesn't respond to new inputs, nothing. Won't reset, nor read a USB firmware update drive (tried at the behest of Samsung support). They finally concluded I should sent it in (for a hefty fee of course). I just searched around and find there are plenty of people with issues with the Q990C of late, so it sounds like the same problem. The Soundbar and the Samsung TV it is connected to worked perfectly, and have not been disturbed at all, until this occurred.
So, should I keep contacting Samsung Support until someone will admit that they haven't heard of any issues with the Q990C, and it must be my fault? Naturally, the unit was just out of warranty when this occurred.
My Q910D is fixed. The mainboard had to be replaced. The whole process took about a week and a half. It was a 20 minute drive to the repair centre. I realized afterwards that my warranty included at home parts and service. Al in all I'm satisfied with the way Samsung and the Service centre handled my case. BTW I'm in South Shore Montreal.
