My soundbar has died (hw-n950), went into a boot loop where it turns own, thinks its updating, and turns off.
eventually it gets stuck.
I spoke with Samsung support and after 2H they advised me that the bar is still covered under warranty and to take it to a service center.
the next day I took the sound bar to a service center, and left it there.
then they advised that the sound bar needs a PCB replacement and the part is not available from Samsung and that Samsung will call me back to resolve it.
fast forward 5 days and I haven't got a call back from Samsung.
I called them today and after 1H on the line they passed me to a case manager who told me the case is under review but he will be able to solve it for me.
after putting me on hold for 20 mins he offered me a refund and explained about the refund procedure.
when I accepted the refund, the phone got disconnected from his side, and I never got a call back.
I called back the customer center, and again they asked me for all my information and put me on hold. after 15 mins they tell me the same thing that its under review and I need to wait.
I tell them that I was speaking with Jerry and he already offered me a refund and please to connect me with him so I can finish the hassle.
they put me on hold again, and finally after 30 min on the phone they transfer me to another case officer who after asking me all for all my info again, tells me that the case is under view and I ask her to put me in touch with jerry, she kept insisting that she cant she can only arrange a call back.
I told her how frustrated I am (at this point we reached 40mins on the phone for the second call just trying to reach jerry) and she didn't care and kept repeating she cant help on Jerry can, although they are both in the same position.
at this point I said I want to hold on the line until jerry can answer and the operator very rudely put me on hold without explanation and I have been on hold for 20 mins now with no one picking the phone.
the second call has gone up to 1h now And I'm still unable to reach anyone who can help resolve this issue.
This is a terrible experience, if I was thinking to get the new q950a sound bar, Iv changed my mind, and I wont be wanting to buy Samsung products again because of this experience!
edite: an after another 1h the case manager says she is still unable to help me and I have to wait for that person only that person to help me although he is in the same position with her.
