Samsung has bricked my soundbar and now want money for fixing it

[Kryptick]

Samsung bricked my Q950A soundbar with a firmware update — and now they won’t fix it.

I’m reaching out to share my experience in case it helps others avoid the same frustration.

My Samsung Q950A soundbar was working perfectly until a recent firmware update pushed by Samsung rendered it unusable. This is a known issue in the community, and many other users have reported the same — the soundbar becomes unresponsive and can’t even detect USB for a fix.

Samsung is offering free out-of-warranty repairs for some users — but they refused to help me because I don’t have a receipt. Never mind that the product is registered in my name, and that the failure was caused by their own update.

I’m not asking for anything unreasonable — just for them to own their mistake and fix the product they broke. I’ve been a loyal customer, but this experience has been extremely disappointing.

[johnz237]

Hu! Welcome to the samsung members community! Did you buy it from a retailer? (As if you got it online you should have a receipt via email)

Most, if not all retailers have your receipt saved via your address. Did you buy it from one? Should be able to go in and Request them to print one out

[AntS]

Hi @Kryptick ,

In addition to johnz237's question about retailers, if you're UK/Ireland-based, and you'd like the team here to look into this for you, feel free to send us a Private Message with your contact details and any relevant info (e.g. reference numbers) to our @Sam_UK  account (https://eu.community.samsung.com/t5/user/viewprofilepage/user-id/1716597) Guide on how to send a Private/Direct Message here if you need it: https://eu.community.samsung.com/t5/samsung-lounge/how-to-send-a-private-message-on-the-samsung-comm...  

You can also get in touch with us on our socials @SamsungUK - if you haven't done so already.

No guarantees that we can get a different outcome for you, but we're happy to have a look into it and see if there's anything we can do.

[voyage]

Full fibre call

[Kryptick · Accepted solution]

So I’ve had an interesting update this is all hearsay and apparently Samsung know nothing about this. Please see below I will be sharing this email over social media. Customer advisor calling anyone with this problem as liars by saying this is hearsay, 

 

[Kryptick]

Hi John my wife bought it from a retailer with cash, this was 3 years ago. We have now separated, I’ve had to issue Samsung with a letter before action.