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

[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.

[DT2122]

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 

[FatKidFriendly53]

Yeah im thinking its the default response also cause I too got  an email saying mine had a scratch front

[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.

[Aarynkaal]

A few days ago, my system wasn't as loud as I remembered, so I went and check the volume, turned out the system wasn't working, tried unplugging and plugging back in, but every button would just light up the BT in the unit and nothing else. Peru user

[jayb611]

Same issue India

[jayb611]

same issue , all button not responding . india

[vsn]

same Czechia ... I just packed and send to RMA ... im so angry

[PilarS]

Same issue. Spain.
I bought it on February 9th, and on March 13th, it crashed. The screen stays on TV eArc, it doesn't respond to the remote control, it can't be reset, and it takes a long time to turn off with the BYE message.
Fortunately, MediaMarkt offers me the option of a replacement.