Samsung bricked my 5-month-old Q990D soundbar with their own firmware update (1020.7). They publicly admitted the error and promised fixes “regardless of warranty status.” https://www.theverge.com/news/634052/samsung-soundbar-bricked-repair-software-update
I sent Samsung support all of my info, including photos of my serial and model information, and they set up a repair ticket guaranteeing a fix. However, when I sent my unit (bought new via Woot US) to New Jersey from Atlanta for the promised repair, they refused, calling it a “Canadian model” – exactly the kind of warranty/region issue they promised publicly wouldn’t be an issue! They shipped it back to me (in a busted box) without the repair they promised publicly and to me, privately, in a support chat.
I’ve hit a wall with Samsung support, escalations, CEO emails, and the BBB. It feels like they’re telling the media one thing to look good, but their actual support teams, that the customers actually interface with, are giving customers the runaround. I even tried getting help with this issue on their forums, but the moderators deleted my post under the guise of the forums being for technical assistance.
It has been extremely frustrating, and I was wondering if anyone here had any suggestions on next steps?