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

[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. 

[FPVCHRIS]

Im in same boat, but haven't sent it in yet, have shipping label but was hoping they could fix it but now I'm ready to ship it

[VincentDeo]

I say don't bother looking up reset tips online.  They are all from before this latest update and suggest different combination of button presses, restarts, and unplugging.... none of those will do anything.  I'm hoping the eventual fix will be a patch one can download and place on a USB flashdrive to connect to the soundbar directly.  There is simply no other option besides sending it in which seems like a logistical nightmare for Samsung and would be a pretty long wait for the owners, which are now numbering in the thousands.... All we can really do is wait and cross our fingers unfortunately.  Hopefully Samsung will find a way to compensate all of us for this huge blunder and inconvenience.

[FPVCHRIS]

Same here. For 1500-2000 this is unacceptable, when I called tech support, they acted like they had no clue about this, yeah right

[Porongoso]

Same in Argentina, they have no clue, nor they are willing to come to this forum to check, they refused my warranty, Samsung stole my money, i'm going to seek