Samsung support told me today to not send the soundbar in for repair. They are working on a firmware update that could possibly be released later this week. I will need to USB flash as I can no longer connect to Wifi since the brick update.
Thanks for the update, mines booked in for repair next Tuesday as I didn't know about this till now. Will hold out and hopefully get a fix before next week.
I think Samsung should state an apology for the mistake and also give Eclipsa update as a compensation. Although still it's a big pain and torturing for brain to bear all this. But at least a nice future proofing update might help.
As with all issues with Samsung software updates, be it TV,s Sound Bars, and flagship phones, they very rarely admit that it is a Samsung fault, and take you through loops before they as if you want ot picked up for repair. 1 months later, you're item has not been returned and you are asked if you want to pay the repair charges before they fix it.
Clearly they take your money. Send out corrupted software, damage your devices and then say, its not our fault, its yours.
I am ditching everything Samsung and replacing it with a better brand, with better, customer service and better after sales service. I can see, eventually a lot more people will do this, just because Samsung will not accept fault here.
I find it amazing the number of āsolutionsā being offered. Some get a ticket and have to pay to ship, some get shipping covered, some are ānothing to see here, you must have done something wrongā, in warranty/ out of warranty seems to matter. All completely embarrassing for a corporation like Samsung.
Any one call BBB yet or any other consumer protection action?
For those hoping for to repair without taking it in I wish you luck. If they push an at home update be careful that you donāt get held accountable if that goes wrong or doesnāt work.
In this case SĪMSUNG as global company should make official statement. Now all smaller repair services (many of which are subcontractors) and customer support are working on their own judgement. Because those individuals are taking own responsibility, I understand that paying shipping and repairing devices that are out of warranty is something smaller repair firms don't really do. So technically until SĪMSUNG says: "Ok, we destroyed your devices and we'll pay whatever repairing and transporting costs.", the normal warranty practices are in effect.
ā¢ Go to the support chat. Don't waste your time trying to call.
ā¢ Give the agent your model number and brief description of the issue.
ā¢ They will want to perform basic troubleshooting, but tell them that you've already tried and nothing works.
ā¢ Ask them to create a ticket so you can send the sound bar in for repair (I know I know, but it's the only option).
ā¢ They will ask for your full model number and serial number from the silver sticker on the back of the unit.
ā¢ Once they have your info, they will e-mail you a pre-paid UPS label as well as a QR code in separate e-mails. If they send the shipping label but not the QR code, insist to the support agent that you need a QR code for the UPS Store to scan. Even if it's after the fact and they say the shipping label has been sent, tell them that you still need the QR code. They will send you a new UPS shipping label and a QR code. This way, you do not have to pay for a box and packing materials.
ā¢ Take the main soundbar unit ONLY to a UPS Store. You DO NOT need the original box, speakers, subwoofer, cables, or remote. Have the UPS Store employee scan the QR code, and that will cover the cost of the box and packing materials. Again, the only item you need to drop off is the main soundbar unit, NOTHING ELSE.
Thanks for that info, I have created a facebook group called āSamsung Soundbar Brickedā so that we can share and discuss our experiences and gather a mass of people affected by this together should we need to take additional action.
