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

[DaveGee1]

I too have been affected with this firmware problem. I called Samsung Care & they tolded me that they have no idea of the problem & said I have to go to my nearest Samsung repairer to rectify it under warranty. I only had it for 5 months. 

[Metalheadgaz]

My 990D is unresponsive and only displays TV eARC since the auto-update to firmware 1020.7. I’ve tried all the reset methods in the instructions, but none of them worked. Holding off for a few days, to see if they are able fix by firmware update. Samsung to need to be more transparent, and officially address the issue!!

[JaroslavK]

I have the same problem

[JaroslavK]

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

[DT2122]

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.

[FatKidFriendly53]

I just got notice today saying my soundbar had a scratch too. I am wondering if that is just standard email they send out saying that just in case it does lol

[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.