- Samsung promises free repairs for all
- You will probably have to send your device away for a while
- Some support techniques don’t appear to have been informed
As we reported last week, several Samsung soundbars including the flagship Samsung HW-Q990D have been made useless by a defective firmware update. The company promised to investigate and now there is a free solution – although it is not ideal.
In a statement sent to digital trends, Samsung said:
“Samsung Electronics has identified a software update error as the cause of the operational problem affecting certain 2024 soundbar units. We take immediate action to resolve the situation. Samsung offers free repairs for all affected devices – regardless of warranty status.”
Unfortunately, it probably requires you to send your sound bar away for a while – hardly practical to a hefty sound bar at the best times and maybe double, so if you didn’t keep the box. And it’s not to mention that your TV sound will suffer during that time …
It seems that Samsung has not told all its support techniques yet, based on reports online.
What does Samsung Support Techs say?
Some Samsung owners have turned to Reddit to discuss “Debakel”, with some saying that support techniques have been problematic: Tigerhawk7 was “offered free parts, but [told to] Pay shipping and labor and that was after cranky after a long time. “
Over to the Samsung Community Forums, British user Apocalypserogue7122 – whose experience with support so far has been very frustrating, with Samsung, who initially refuses to take back the sound bar – reports to get a call from Samsung’s authorized British repairer: “The affected sound beams require a ‘new part’ (battery) and because of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of the number of To be a part.
Hopefully Samsung is on top of this because it is bad enough to have to send a sound bar back without having to wait for an uncertain time for repair or replacement.
We have asked Samsung what customers should do if they encounter trouble getting a free repair and we will update you when the company responds.
We evaluate Samsung’s possibilities a lot among the best sound beams, and while it sounds like updating danger has now gone, Samsung’s answer to the problem may affect how well people trust the company in the future. You only have to look at Sonos’ almost years of problems to know that trust can be quickly broken and slowly to recover.
