topic Re: HW-Q90R Disconnects! in Audio & Video

HW-Q90R Disconnects!

ShiroEd — Mon, 10 Jun 2019 07:07:51 GMT

Took delivery of this brand new product on Saturday only to find I'm one of many reporting that it has a fundamental problem.

It disconnects from the Sub and both Rear speakers when it's turned off. Power cycling the Sub and the Rears will reconnect them but this is unacceptable in a product costing £1500.

Samsung, please respond and let us know that you're aware of this (unbelievable if you're not) and what action is necessary to make this product function correctly. Either a firmware update or an acknowledgement that we might have a faulty batch and require replacements.

See this link for how widespread this has already become:

https://www.avforums.com/threads/samsung-hw-q90r-soundbar-review-comments.2231672/

Please respond.

Re: HW-Q90R Disconnects!

PauluzNL — Wed, 12 Jun 2019 12:19:10 GMT

Same problem here!

Dutch customer. Samsung please fix ASAP!

Re: HW-Q90R Disconnects!

NatFlenders — Fri, 14 Jun 2019 05:48:11 GMT

Have the HW-Q90R for more than a week now, though I have now connection problems with rears as well. But actually they just stay silent when connected to Xbox One X with Atmos output selected in options. When you change to Dolby Digital they work perfectly. I think they only work with real Atmos content then, but not with other 5.1 signals. Is this something Samsung or Microsoft has to fix? Or any possible solutions? Do you experience the same?

Re: HW-Q90R Disconnects!

Zazadj81 — Sat, 15 Jun 2019 06:41:31 GMT

good morning I was ready to buy, but at this point I will wait for the problem to be solved. I hope it's a software problem and not a hardware one.

Re: HW-Q90R Disconnects!

miguel_cabeca — Sun, 16 Jun 2019 11:17:44 GMT

It keeps happening to me also. I just bought this unit and I was super excited to try it out with some movies, but every time I turn it on, it’s a lottery if the sub and rear speakers connect at all. My workaround is to remove the power from the left rear speaker and connect it again. But this is unacceptable from a flagship product. It should just work. Always.

Samsung, please fix this and handle it with grace. At least acknowledge the problem and tell us you’re working on a fix, so we don’t feel we have made the wrong choice in buying this sound bar.

Re: HW-Q90R Disconnects!

PauluzNL — Sun, 16 Jun 2019 11:22:56 GMT

I just contacted Samsung Netherlands, they did not know about this issue. But they want to take a look at my setup. Made an appointment for remote managent tuesday. I will report back.

Re: HW-Q90R Disconnects!

ShiroEd — Sun, 16 Jun 2019 11:27:39 GMT

NO WAY they don't know about this. No way!

Re: HW-Q90R Disconnects!

PauluzNL — Sun, 16 Jun 2019 11:30:26 GMT

Hi Ed, I think it's still too wide spread. I've send them the url of dit conversation so you know. Atleast they know now aswell! To be continued.

Re: HW-Q90R Disconnects!

ShiroEd — Sun, 16 Jun 2019 11:32:05 GMT

Thanks mate.

Also send them that link I posted in the first post of this thread. It's got a LOT more instances of it than here.

Re: HW-Q90R Disconnects!

Break — Mon, 17 Jun 2019 00:33:09 GMT

Hello,

Same issue here (France)

i will contact them and keep you in touch

Re: HW-Q90R Disconnects!

Flashbugga — Mon, 17 Jun 2019 01:32:26 GMT

Same Issue Here In Australia.

What boils my goat even more though, is that I contacted Samsung twice. They promised to have a solution & would call back within 24 hrs.
Two weeks later & still nothing from them.
I am disgusted that an outlay of near $2K has NO customer support & is a totally dysfunctional item that significantly does not perform as advertised.
I have now decided to list this with consumer affairs here in AU

Re: HW-Q90R Disconnects!

Zazadj81 — Mon, 17 Jun 2019 06:35:34 GMT

good morning, what do you advise me, wait to buy it or wait to see how they solve the problem of disconnection. because Samsung does not give the possibility to change the details through the app like Yamaha does, it would be easier than being there to fiddle with the remote control.

Re: HW-Q90R Disconnects!

Break — Mon, 17 Jun 2019 08:50:08 GMT

Ok guys,

After calling french support they give me this solution:

power on your soundbar even if its not syncronised with sub and rear, push "+ and -" and wait to get "init" in the right of the bar then the soundbar shut off. (it reset the soundbar)

disconnect all the system from the power and reconnect in the order (Sub > Rear > soundbar)

power on try shuttof and try again and again .

For me work well now.

Re: HW-Q90R Disconnects!

PauluzNL — Mon, 17 Jun 2019 08:55:24 GMT

Merci! I will try this tonight.

Re: HW-Q90R Disconnects!

ts86 — Tue, 18 Jun 2019 00:19:40 GMT

I got my unit on Thursday. Same issues. Contacted Samsung online support. They reset the unit but it only worked until i turned it off again. Then no SW or rear speakers. They said the unit needed to be "assessed" I said fine, make a time and come and look at it. They say no way, you need to disconnect it all and bring it to us. So I have a $2k "premium" product that won't work straight out of the box and they expect me to drive around the countryside to bring it to them to "assess" it. I took it back to the retailer on Sunday. They said it is a "known software issue". They have sold 6 units this week and 3 have been returned with the same problem. I rang Samsung Australia Support yesterday and they denied having any knowledge of an issue with this product. How can that be? I can spend 30 seconds online and find a dozen or so forums where it is detailed globally as an issue. Man up Samsung and admit there is an issue!! Is there a number you can ring at Samsung for "level2" support that doesnt just put you through to a call centre? Surely someone at Samsung must know what is going on!

Re: HW-Q90R Disconnects!

Flashbugga — Tue, 18 Jun 2019 00:29:04 GMT

Same Issue Here Mate.
They said No Known Issues on my first call. On my second call I spoke to a rep named "Paul" who stated he would escalate it to higher support & I would get a callback the same day .... that was two weeks ago!
What part of Oz do you live in? Im in Vic. Just wondewring if we unite, we could get something done aboutr this, as I dont feel it is our responsibility to deliver goods to them at our cost when they are releasing a shonky product

Re: HW-Q90R Disconnects!

Flashbugga — Tue, 18 Jun 2019 00:34:48 GMT

Don't Buy From Samsung - Bad Product & No Support

Re: HW-Q90R Disconnects!

ts86 — Tue, 18 Jun 2019 01:09:09 GMT

just spent another 30 minues on the phone to Samsung. Put on hold for 15 minutes then they hung up on me. All i wanted to do was speak to someone that has some technical knowledge about the issue but somehow that creates a challenge for them. They say they know nothing about the issue but in the same breath say that if the unit is taken to the service centre they have the technology to fix it. I say how can you say they dont know about it when it is being discussed on your website!! They have promised that an escalation expert will call me today. Let's see how that goes. My retailer is arranging a replacement unit but i really dont wantt the same issue again. Do Samsung people monitor this forum?

Re: HW-Q90R Disconnects!

JohnnyMnemonic — Tue, 18 Jun 2019 03:52:49 GMT

I'm experiencing the same problem too, had a chat with one of the customer support team, was told to bring the unit to the nearest service centre so that they can run a test on it. Which I think it probably wouldn't make much difference. Firmware update maybe?

Re: HW-Q90R Disconnects!

Zazadj81 — Tue, 18 Jun 2019 04:41:04 GMT

at this point I think it is convenient to postpone the purchase, I do not think it is convenient at the moment to focus on something that has a flaw, it's good that it is software but for a flagship product you have to solve them quickly. We will see how samsung will intend to do