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

[gajhira]

In Mexico there is no Warranty service, it's been almost a month and they haven't been able to locate any service tecnicia or center that can repair the soundbar, the thing is not even a technician has seen my soundbar, the few service centers doesn't attend to soundbars... it's been more than a week since I'm waiting for a free shipment order to be provided by samsung to deliver my soundbar to a center....

[userg53dqU8IwA]

Got my unit repaired and have it back after a month.   Not bad considering the scope of this mess!  (USA)

[johnla]

What was your process? My soundbar Q950A just bricked. I think it happened about a week ago. I think Samsung's still pushing the bad update or pushed another one out. I haven't seen anyone talking about the Q950A. Maybe I have an unpopular model or there's about to be a new wave of **bleep** of customers.

How did you get it fixed? Did you set it up over phone or by the chatbox in the website?

[DARKDEALX-23]

I’d spoken with their ‘App Support’ team, to where they’ve confirmed they’ve suspended the faulty firmware and it’s okay to use ‘Over The Air Update’. I haven’t heard of issues still persisting. 

[john_la]

Update: They canceled my 2nd ticket. Claimed the soundbars too big to ship. Then they said i'm out of warranty and I have to pay out of pocket. 

I'm not hopeful that Samsung will give me a fair resolution. I'm out of warranty but Samsung should be liable for the breakage. They broke my soundbar and are wasting a ton of my time.

[BlockF16]

Update, 

After sending my Q990D Soundbar from TX to NJ for warranty repairs (shipping/packing paid for by Samsung). I received my sound bar back. 

Good news. The sound bar works again. The bad news it came back damaged. I was immediately forwarded to a Samsung UPS Claims Coordinator. Evidence suggests that the damage happened while the repairs were being completed at the warranty center as there is no way you bang up the top/bottom but the side is left in perfect condition.  I believe they replaced the front grill only. If I could post photos here, I would...

UPS box has no sign of exterior damage. Furthermore, the repair receipt even has the repair details of 1. Part # AH94-03964A ASSY PCB MAIN and 2. AH82-02579B A/S ASSY-COVER P-TOP. 

This has been a fun trip yall. Only proves, customer service and overall quality of work is a thing of the past. My guess is "they" are pinning it on UPS and are going to try to pay me off with a useless gift card. While I might be 1 antidotal case, its only a symptom to a much larger problem. Stay vocal friends. Cheers. 

[Krzysiek]

I have called samsung UK and told about the problem. They issued repair ticket. Next day phone call from Electronic Services team in Swansea (approved by Samsung warranty repair specialists of choice for South West Wales) asking when they can collect faulty soundbar. They collected next day . After two weeks received back fixed . They delivered today . All free of charge. I was really missing my soundbar two weeks. 

[johnla]

Just adding to my story. I saw this thread and realized I wasn't going crazy and my soundbar (Q950A) didn't just randomly die for no reason. Chatbox at the Support site led me nowhere. They told me to pay for my own repair. I called Samsung and after some haggling they agreed to create a repair ticket and someone would come pick up my soundbar (at least that's what I understood). They said wait 24-48 hours for them to call me. 48 hours later I called and they told me the ticket was canceled. I wasn't notified, I just called them to check the status. They said okay, they'll create another repair ticket. Now I'm waiting again and hope they don't just randomly cancel my repair ticket like they way they randomly killed my soundbar.

[johnla]

Just adding to my story. I saw this thread and realized I wasn't going crazy and my soundbar (Q950A) didn't just randomly die for no reason. Chatbox at the Support site led me nowhere. They told me to pay for my own repair. I called Samsung and after some haggling they agreed to create a repair ticket and someone would come pick up my soundbar (at least that's what I understood). They said wait 24-48 hours for them to call me. 48 hours later I called and they told me the ticket was canceled. I wasn't notified, I just called them to check the status. They said okay, they'll create another repair ticket. Now I'm waiting again and hope they don't just randomly cancel my repair ticket like they way they randomly killed my soundbar.

UPDATE: So I called the support again. I had to haggle with them for over an hour. They basically said no because my warranty is over. Finally I got a supervisor who put me on hold intermittently for another hour or so because telling me to email the office of the President. I did so. I received a call response about 3 business days later and they told me they cannot fix because of the warranty. Another hour or so of haggling finally they agreed to let me send in the soundbar to diagnose the issue and sent me a shipping label. I sent the soundbar in and I received it back yesterday all fixed! So.... It wasn't easy but Samsung did do the repair for me. Hopefully this helps someone out there.

I have the HW-Q950A. Same issue. For what it's worth, I think they updated the soundbar and I noticed there's some improvements in the soundbar and its integration with my TV.