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

[JaroslavK]

None of this nonsense will help! You know it very well! Resolve the situation immediately! This soundbar is still 1000 euro

[WK2122]

An update on my experience:

• launched a ticket 3/14 for my in warranty HW-Q800D/ZA after seeing this thread
• Dropped the soundbar off at UPS, shipping and packaging paid for by Samsung
• Received noticed today that the soundbar arrived with note “scratch - front”. Which is total BS, as it was in perfect condition when dropping off at UPS
• Contacted Samsung support this morning, who had no idea scratch I was talking about. After sending the screenshot of the message they  recommend I contact the repair center directly? Apparently they have no idea internally about the validity of this message
• They now also need me to send in warranty information, even though this was never mentioned before. Oh and this was purchased directly from Samsung.

[MetroidTalon]

I took a video of all sides of my device before packing it up. They have zero grounds to claim it is scratched or dented. They also asking for my proof of purchase for warranty and told to add to the site, but whenver I try it produces an error message. I have zero confidence in Samsung right now.

[KantorJ]

I just talked to the Samsung support in Ro.

They sad that in this case i need to contact an authorized service team.

Went with the soundbar (just the main unit) to the service and they sad that they hope that they can resolve it with just rewriting the soundbar memory but if not the whole control unit PCB need to be replaced.....

Mine was under warranty so that is at least something that i don't need to pay for this......

[Porongoso]

in Argentina they want me to pay, samsung is a thief.

[Members_CRTPpVe]

I have the same problem.  Spent two hours on the phone with a customer service person.  She took over the unit remotely and could not get it working.  then hung up on me.  Did not call me back even though she confirmed my call back number.  Started over with a new C.S. person and had to elevate it to a supervisor.  They agreed to have me send the unit back to them for service because it was still under warranty.  It was never mentioned that they had issues with this unit.  Now I am wondering if it was not under warranty if they would have helped me at all.  Not as impressed with Samsung  as I used to be.  We have several TV's and four Cell phones - S24 Ultras - in this household.  Expected much more from Samsung!  Waiting now for the returned "fixed" unit.

[jrmmtl]

I'm appalled at the way Samsung is handling this problem. For a firmware update to break hardware is very problematic, but it's human error and can happen. However, the way they are handling the situation and the complete lack of communication is alarming. Whoever is responsible for global customer care should not be in this capacity. I don't understand the PR strategy and their inaction is harming the Samsung reputation. This is a sign of a dysfunctional organization and it's a matter of time before stakeholders pay closer attention.

[userIGnei5PCYf]

Firmware update breaking hardware can be human error, but that's why you make safeguards against it even if you're a beginner programmer. In Samsung's case it's repeated negligience and there have been historically multiple instances of broken or messed hardware, that even diligent amateur programmers could have avoided. Someone hinted this in thread that the problem could have been Samsung pushing file that wasn't proper soundbar firmware. Of course that bricks the device, if it overwrites the proper firmware. The giant problem is that a month ago Samsung pushed update to Music Frame that didn't contain any file, so instead of learning from mistakes, they keep repeating them and do not learn from the mistakes. The bricking would have been completely avoidable, but PR is even worse.

[MetroidTalon]

Got a text that they received my main unit. Provides a care page link to update details, but submitting any information produces a nginx 502 bad gateway error. One brand for them at this point.

[Repcmm]

After getting nowhere Friday with customer service, I finally got through today and they opened a ticket and sent me a QR code to send back to them. Samsung paid for packaging and shipping. I only had to send in main unit. They never acknowledged a problem just said send it in. I took to UPS Store this morning and dropped off.  We will see what happens next.