- Samsung promises free repairs for everyone
- You will probably have to send your unit for a while
- Some support technicians do not seem to have been informed
As we pointed out last week, several bars of his Samsung, including the Samsung HW-Q990D lighthouse, were made inoperable by a defective update of the firmware. The company has 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 sound bar devices. We take immediate measures to resolve the situation. Samsung offers free repairs for all affected units – constantly warranty status. ”
Unfortunately, this will probably force you to return your sound bar for a while – barely practical for a heavy sound bar in the best of cases, and perhaps doubly if you have not kept the box. And that does not mention that your television audio will suffer during this period …
It also seems that Samsung has not yet said to all its support technicians, based on online reports.
What do Samsung support technicians say?
Some owners of Samsung have turned to Reddit to discuss the “debacle”, some saying that the support technicians were problematic: Tigerhawk7 was “offered free pieces but [told to] Pay the shipment and the workforce and it was after discussing after a while. “”
On the Community forums of Samsung, the British user apocalypserogue7122 – whose experience with the support so far has been very frustrating, with Samsung initially refusing to take over the affected soundbar – the reports have received a call from the authorized motherboard of Samsung: “The Samsung scholarships need part of the game. Next, I will receive a reimbursement or replacement unit.
I hope Samsung is above that, because it is quite serious to have to return a sound bar without having to wait for an uncertain time for a repair or a replacement.
We have asked Samsung what customers should do if they encounter problems obtaining free repair, and we will update you when the company responds.
We very well assess Samsung’s options among the best sound bars, and although it seems that the danger of update has now passed, Samsung’s response to the problem could strongly affect the way people trust the company in the future. You just need to look at problems almost a year to know that confidence can be broken quickly and slow to regain.
