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

[Vandellio86]

Had the same message sent last night also. My sound bar still in my living room. 

[Cerbero_X86]

Since it's a buggy update, Samsung should remove it to prevent other devices from updating. I've disconnected my soundbar from the internet to avoid updating, and I'd like to know when it's safe to reconnect it.

[Adma]

An update for UK customers.

The Samsung Authorised Service Centre have told me that my Q990D requires a replacement PCB.  They have put an order in for one.  The bad news is that Samsung are out of stock of said boards.  If they cannot source the PCB within a week they will notify Samsung that they are unable to repair the Soundbar.  Samsung will then have to come up with an alternative solution.

I assume that would be either providing a new replacement sound bar system or a refund.  I cannot see them offering any form of refund since I purchased the Soundbar from a UK retailer.

I hope they can source the PCB in time since it would be up and running fairly quickly and involve less hassle.

I shall update when anything happens.

[Tjc2005]

UK here. I just got off the phone with an update. Parts ordered, they said the mainboard should be here next week but the power board maybe 2nd April. Come on I'm not waiting that long not a chance.

[brizia786]

@Adma Was your soundbar collected by Samsung UK or will they try to fix at your home?

I have yet to raise ticket for repair and was hpoing this could be fixed via another firmware fix as opposed to a hardware replacement. Thanks.

[Adma]

Samsung Authorised Repairer said if they get the part (very doubtful) they should be able to visit me and do it at my home.  They did not pick up the Soundbar since they knew from my report of the fault what is was and the part that was needed.  As far as I know the bar cannot be fixed by an update since the main board has been bricked and cannot function.  The repairer said that they had numerous customers with the same failing and they are currently unable to source replacement PCBs since they are out of stock at Samsung.  I would raise the ticket ASAP since this is likely going to take a long time to sort all the affected customers out.  In the UK you can contact your retailer and get them to do the donkey work, since it is their responsibility under the Consumer Rights Act 2015.  I would let them know of your problem in the first instance even if they guide you to Samsung, because if you had to go down the return to retailer route you would not have muddied any waters by dealing with Samsung.

[MetroidTalon]

Got my email reply from the Tech in NJ. As with everyone else so far, "Product appearance: Scratch Front"

There is no scratch, the unit was only a couple months old and pristine. Took a video before packing showing it as well. I wonder if that's just their default response.

[WK2122]

I had the same note on mine, same repair center. Samsung can’t find record of there being any damage on their side. And agreed, when dropped at UPS it was in pristine condition 

[gajhira]

Soo, Samsung has not made any official communication yet of this dissaster, why are they hidding this **bleep** thinking we are stupid ?

[VincentDeo42]

it is unfathomable how Samsung doesn't have a "roll-back" feature for updates in case something goes wrong.  That or a built in self-check that rolls back to the prior version if it doesn't pass a start-up self-test.

This is what any responsible consumer-minded company would do.  I have slowly turned my home to the Samsung SmartThings environment with my TV, Fridge, washer and Sound system so far, but witnessing something like this really leaves a bad lasting impression.

Even if no solution has been found so far, a responsible company should attempt to reassure its consumers that they have not been forgotten, that they will be taken care of, and what lengths they will go to rectify the problem and how they will prevent something similar in the future.

Come on, Samsung! Don't lose your best customers who are willing to purchase your flagship products by staying silent.  You will lose us.