Samsung support killed my printer

9 replies
Found 20th Dec 2016
My Samsung CLP-325W was working fine apart from printing from my laptop which has Windows 10 installed on it. Samsung support remotely flashed the firmware but it was unsuccessful and the printer is dead. They are now washing their hands completely of it saying its not their problem since its out of warranty. I have taken it to Huttons in Stockport but it may be beyond uneconomical repair. Do I have the legal right to sue Samsung in a small claims court for the cost of repair and like for like replacement.

9 Comments

I think you will do okay escalating through the complaints procedure.

Nothing stopping you but you would need to prove:-
A) it was working fine
B) Samsung support remotely flashed the firmware
C) printer is dead due to unsuccessful update

Dead as in won't even power on?

Why would it cost a lot to repair if its the firmware? Just install old firmware.

catbeans

Dead as in won't even power on?Why would it cost a lot to repair if its … Dead as in won't even power on?Why would it cost a lot to repair if its the firmware? Just install old firmware.



​if it's bricked you can't always reflash the firmware as it can't boot up to a point to allow you to reflash it. There is probably a service tool for the device there engineers use but getting hold of it is the problem.

If this is the case you would need a pba board most of the time the boards cost more than a new printer. part number for yours depending on actuall model to give you a rough idea is jc92-02296a

Original Poster

The support call was recorded. Printer status led is going in a cycle: red->amber->green

Unable to connect to printer to reflash firmware. Not even recognised when connecting by USB. The person who dealt with it actually started becoming a little abusive when I asked about the complaints procedure.

I'm awaiting a written report from Huttons then I'll go through the complaints procedure before considering legal action.

catbeans

Dead as in won't even power on?Why would it cost a lot to repair if its … Dead as in won't even power on?Why would it cost a lot to repair if its the firmware? Just install old firmware.



​It's not an android phone with a separate bootloader so you can recover it, the printer has "forgotten" how to be a printer effectively.

There will likely be some liability thing you sign/accept before you flash the firmware which normally says they accept no responsibility for any failures.

Most devices can recover from a bad flash. My home cinema borked and I panicked. Turned out I just had to leave it and it redownloaded the update.

yadi.sk/i/g…hTm <= link to the service manual if you want to reflash it jtag wise.
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