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HW-K650 and Two R1 Wirelss Speakers in 5.1 With KS7000 TV

RyanM Moderator
Moderator

@NotSamsung wrote:
Indeed, it must be easy to admit that there is no process to inform Samsung of their product defects.

 

Ths irony is that the Samsung engineers knows very well what the defects are, but refuse to fix it.  Either that, or Samsung do not test products. 

 

How do I get a refund for this defective k650?


The Customer Services team would speak to you initially, help troubleshoot the issue and then take corrective action if they're unable to assist any further. This could be looking at an engineer/repair for example. The calls and interactions are logged on a central system which is then passed to the relevant teams. 

 

The engineers are informed of feedback from customers. We attempt to replicate customer issues which isn't always possible. As @AntS mentioned earlier, there are various teams and channels out there. I think I addressed this before, but we need to do a better job of making those channels more visible. 

 

You're going to struggle to return the K650 if it's outside of the 30 days. Where did you purchase it from? We would recommend speaking to the retailer and asking if they would accept a return. 

 

 


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Explorer

Unfortunately returning has never been an option for me because the original Firmware issue (a year ago) started about 30 days after purchase... 3+ months later when it became clear that Samsung wasn't listening to it's customers and it would not be getting fixed any time soon (around the same time the moderators here were telling us there wasn't any issue and it was all in our heads) It was way too late for me to return.

 

So even though Samsung's hold most of the blame for the reason i'm unable to return it, they have never offered any solutions for the preticoment they've put me in...

 

Believe me I've tried to return it. The retailer says it's not their problem and directs me to contact Samsung.  Samsung in tern says it's not their problem and directs me to contact the Retailer.

Horrible experience all around. 

Pathfinder
AntS
Sorry have to correct you there matey.............to cut an incredibly long story short the samsung engineer visited my home agreed there were faults that needed fixing, then samsung head office basically called me a liar and stated in writing that I basically imagined the whole thing and the engineer didn't agree there were any faults at all! And this was from the head of customer service at samsung UK........ Still no apology issued for this either.

The only reason the rear speaker volume issue was resolved, was after I included some 30 email address of others affected and the issuing of a request for a letter of deadlock from Samsung, to be referred to an ombudsmen within 14 days of issue.

So not sure why you have included the engineers visit to my house as an example of how well your procedures work!

We where told point blankly following his visit that the Soundbar was operating to Samsung's expectations............ Not as per Samsung's quality statement that states you will "exceed customer expectations" .

To all....... The 30 day refund thing is hogwash. Doesn't apply as samsung have to either repair or replace the unit with a working item, and if they cannot do this they have to issue a full refund.
If they cannot agree to do this and try to deny the faults, you can request a letter of deadlock from Samsung, with the proviso that if you do not receive a letter of deadlock in 14 days from the date of request, you will go to an ombudsmen with the evidence you have and they can force samsung to issue a full refund.

If your not happy I would go straight to a letter of deadlock as this issue you face is continuing from all the original firmware issues, and there is ample evidence to show samsung have had more than enough time to to fix the firmware or admit it's incapable of operating to advertised specifications.
Pathfinder

Also it's very clear from my experience that the firmware show is run from Korea, and without extreme pressure from Samsung UK they will not fix firmware faults. 

 

Nothing personal but all this talk by Moderators is like bolting the door after the horse has been running around for nearly a year! 

 

I am pleased the rear volume issues have been resolved but if I find there are further faults with the firmware/hardware I will pick up where I left off and reissue the letter of deadlock.............. Just need to find the time to do some testing! 

Apprentice

Regarding the 30 day refound. In all EU countrys we have AT LEAST 2 years of guarantee - here in Sweden where I live we have 3 years. (source: http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm"

You can take your clame to your dealer and if they can not repair the deivice you have the right for a refund.

 

I still have a problem with the rears R1 volyme - they are to low for me even at +6 max boost when using it in WiFi mode? Im running 3112.5 on the R1 and 3113.5 on the K650 and the multiroomapp states that it is the latest firmware. Maby a reset of all devices is needed or something like that?

But... it does not realy mater until they fix the problem with the center channel. Any movie with DD5.1 sounds like ***** sadly :(

 

First Poster

@RyanM wrote:

@NotSamsung wrote:
Indeed, it must be easy to admit that there is no process to inform Samsung of their product defects.

 

Ths irony is that the Samsung engineers knows very well what the defects are, but refuse to fix it.  Either that, or Samsung do not test products. 

 

How do I get a refund for this defective k650?


The Customer Services team would speak to you initially, help troubleshoot the issue and then take corrective action if they're unable to assist any further. This could be looking at an engineer/repair for example. The calls and interactions are logged on a central system which is then passed to the relevant teams. 

 

The engineers are informed of feedback from customers. We attempt to replicate customer issues which isn't always possible. As @AntS mentioned earlier, there are various teams and channels out there. I think I addressed this before, but we need to do a better job of making those channels more visible. 

 

You're going to struggle to return the K650 if it's outside of the 30 days. Where did you purchase it from? We would recommend speaking to the retailer and asking if they would accept a return. 

 

 


Have you been able to replicate theae two issues:  

 

(i) the bug where the K650 center speaker lacks bass crossover when playing DD5.1, and

(ii) the bug where the sound volume of the K650 drops when changing TV Audio Format from PCM to Dolby Digital?

 

In other words: do you agree that these are K650 defects (does not work as designed,  does not work as advertised)?

 

 

 

Navigator

I'm pretty sure the lower overall volume in DD5. 1 in comparison to stereo PCM isn't a bug, it's just how it works. You have 5 channels crammed into 2, so it will obviously be louder. It's exactly the same with MS650

Navigator

I agree. My separates system was the same. Always had to crank up surround tracks to get the same volume as a stereo track.  

 

Lee. 

Apprentice

PCM is lossless where vanilla version of DD5.1 is very compressed(1's and 0's are missing). DD+ is compressed also but is, for most people indistinguishable from lossless.

First Poster

@Peejay84 wrote:

I'm pretty sure the lower overall volume in DD5. 1 in comparison to stereo PCM isn't a bug, it's just how it works. You have 5 channels crammed into 2, so it will obviously be louder. It's exactly the same with MS650


My TV sound volume is the same as the soundbar. When I change channels or input the volume remains the same.   Why would dd5.1 be so quiet? 

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