Samsung admits its bad software update bricked a lot of soundbars

The Verge - Mar 21st, 2025

Samsung has confirmed that a 'software update error' has caused several 2024 soundbar models, including the flagship HW-Q990D, to become unresponsive and unable to connect via Samsung SmartThings. The issue, which cannot be resolved through another software update, affects models such as the HW-Q800D and HW-S801D as well. Samsung's Jim Kiczek assured that the company is offering free repairs for all affected units, irrespective of their warranty status. This follows reports from users who found their devices inaccessible and unable to perform a factory reset after the update.

The incident highlights the potential vulnerabilities in software updates for connected devices, emphasizing the importance of rigorous testing prior to release. Samsung's prompt response to provide free repairs, regardless of warranty status, reflects the company's commitment to customer satisfaction. However, the need for physical repairs rather than a software patch indicates the severity of the issue. This situation underscores the challenges tech companies face in maintaining seamless user experiences, especially in the growing domain of smart home devices.

Samsung Soundbar Software Update Error Hw Q990 D Jim Kiczek Firmware Audio Devices

Story submitted by Fairstory

RATING

7.6

Fair Story

Consider it well-founded

The news story effectively communicates the core issue of a software update error affecting Samsung's 2024 soundbar models, supported by a credible source from Samsung. The article is clear and timely, addressing a relevant topic for Samsung users. However, it could benefit from more balanced reporting by including user perspectives and expert opinions. While the story is accurate and well-written, further details on the scope of the issue and Samsung's preventive measures would enhance its depth and impact. Overall, the article provides a solid overview of the situation but could engage a broader audience with additional context and viewpoints.

Accuracy

The news story accurately reports that Samsung confirmed a software update error affecting certain 2024 soundbar models, notably the HW-Q990D. The claim that Samsung is offering free repairs for all affected units, regardless of warranty status, is also supported by the statement from Jim Kiczek. The article correctly notes that the issue requires a physical repair rather than a software update. However, the story could benefit from additional verification regarding the exact number of affected units and the specifics of the repair process, as these details are not fully explored.

Balance

The article provides a clear perspective from Samsung, detailing their response to the issue. However, it lacks input from affected users or independent experts, which could provide a more balanced view. Including user experiences or expert opinions on the potential impacts of such software errors would enhance the story's balance and depth.

Clarity

The article is clearly written, with a logical flow and straightforward presentation of the facts. The language is neutral and accessible, making it easy for readers to understand the issue and Samsung's response. However, additional context about the potential implications for users or the broader impact on Samsung's reputation could provide a more comprehensive understanding.

Source quality

The primary source of the information is a statement from Jim Kiczek, head of audio at Samsung Electronics America, which is a credible and authoritative source. The story also references Samsung's communication with What Hi-Fi?, adding another layer of reliability. However, incorporating additional independent sources or user testimonials could strengthen the story's credibility further.

Transparency

The article is transparent in attributing the main information to a statement from Samsung's Jim Kiczek. However, it does not provide detailed context on how the information was obtained or the methodology used to verify claims. More transparency about the investigative process and any potential conflicts of interest could enhance the article's credibility.