Samsung has apologized to its customers after a recent firmware update, which it pushed to several of its smart TV models in the UK, left their TVs completely unusable.
Irate customers flocked to the company's support forums after the update rolled out a week ago. Many of them complained about how poorly the company had handled the situation so far. One customer wrote:
So here we are. Another morning without my TV working AND more importantly another morning with NO update from anyone at Samsung.
I honestly can’t believe the incompetence that is being shown by a company of this size. The lack of communication is astounding and if I could take my TV back it would be there in a heartbeat.
Another customer, Lohith Jajee, said:
We spent nearly £1,400 on this TV two weeks ago. It’s holiday period in the UK and we thought kids would enjoy watching [a] new TV. To my horror, it stopped working from day two. What’s even more frustrating is the customer service: all I get is ‘we are aware of the issue and will get back’. Six days on and counting.
Many more owners of the bricked TVs contacted The Guardian, frustrated by the lack of information from Samsung. In a statement, the company acknowledged the problem, but said that it wasn't a widespread issue:
Samsung is aware of a small number of TVs in the UK (fewer than 200) affected by a firmware update to 2017 MU Series TVs on 17 August. Once this issue was identified the update was switched off and we are now working with each customer to resolve the issue. Any customers affected are encouraged to get in touch with Samsung directly by calling 0330 726 7864.
We would like to apologise for the inconvenience caused to our customers.
Samsung is reportedly planning to bring its Bixby digital assistant to its smart TVs in a future update, as part of wider 'smart home' plans that will include a new speaker to rival the Amazon Echo.