Samsung Bespoke AI fridges shut down after update ahead of Chuseok

Dozens of owners of Samsung Electronics' Bespoke AI refrigerators have reported that their appliances shut down unexpectedly after receiving a system update, with the disruption surfacing just before the Chuseok holiday.

The affected units are four-door Bespoke AI models, particularly those manufactured from 2024 onward. According to accounts shared by customers, the refrigerators lost power after a firmware update delivered through the SmartThings smart-home platform. The update had been described as one for "code stabilisation", which led many owners to install it without hesitation.

Reports of the problem began on the afternoon of September 22 and continued into the following morning, with users posting on Samsung's Members community forum. The symptoms varied. In some homes, the interior LED lighting went out while the refrigerator's panel displayed a message asking users to check the SmartThings app during the update, a notice that in some cases stayed on screen for hours. The appliances also appeared as "offline" within the app. Where power was cut entirely, the panel went dark and the refrigerator stopped circulating cool air.

Owners who approached Samsung service centres were reportedly offered appointments as late as October 1. One customer, concerned about holiday food ingredients spoiling, was told that staff had left for the day and that immediate action was not possible. Those who reached the dedicated refrigerator department were informed that power-related faults require an engineer to visit the home. Some affected customers were said to be weighing complaints to media outlets or legal action.

Samsung Electronics said it would prioritise service requests from customers hit by the fault and would arrange on-site visits even during the festive period where a remote fix is not possible. The company had already announced on September 22 that emergency repair services would run through the Chuseok holiday. Its service centres were to remain closed on October 24, the first day of the break, and on October 25, the main Chuseok day, with repairs available through pre-registration at nine weekend care centres on October 26 and 27.

The nine centres are Samsung Gangnam and Hongdae in Seoul, Jungdong in Bucheon, Seongnam, Guseong in Yongin, Daejeon, Gwangsan in Gwangju, Nam Daegu and Dongnae in Busan.

A company representative confirmed that emergency measures were being taken as a top priority. "Abnormal symptoms have been observed in the refrigerator power and screen of some customers," the representative said, urging affected owners to contact a Samsung Electronics service centre and adding that the company would work to ensure customers did not suffer losses during the Chuseok holiday period.