Customers say recently acquired televisions stopped working after the company sent out an upgrade a week ago

Thousands of owners of high-end Samsung TVs have complained after a software update left their recently acquired £1,400 sets with blank, unusable screens.

The Guardian has been contacted by a number of owners complaining that the TVs they bought – in some cases just two weeks ago – have been rendered useless by an upgrade sent out by Samsung a week ago.

Others have been posting furious messages on the company’s community boards complaining that their new TVs are no longer working.

The company has told customers it is working to fix the problem but so far, seven days on, nothing has been forthcoming. The problem appears to affect the latest models as owners of older Samsung TVs are not reporting the issue.

Lohith Jajee, one of those affected, wrote: “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.”

Another person, posting on the Samsung community boards, 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.”

This is not the first time Samsung customers have experienced problems after buying TVs. Last year Guardian Money reported that buyers had been left frustrated after their new TVs would not access the BBC iPlayer.

The company, thought to be the world’s biggest TV manufacturer, had sold the TVs without having the correct licensing agreements in place.

On Wednesday Samsung is launching its Galaxy Note 8 smartphone in New York. It hopes the new model will restore the company’s reputation after last year’s “exploding” Note 7 problem that necessitated a mass recall.

Responding, the company said: “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.”