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

(Topic created on: 07-12-2016 01:35 PM)
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podavies
Pioneer
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When using the K650 sound bar and two R1 Wireless speakers in surround sound mode over wifi with the latest firmware, The quailty of the sound K650 drops, sounds very muddy. As soon as you use the sound bar on it own, the sound bar improves. this is happening for a quite a few users.

 

can you help.

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Robbienobs
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Sorry but dont share the feelings about 40+ pages and where we are right now! 

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AntS
Moderator
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@Robbienobs wrote:

Sorry but dont share the feelings about 40+ pages and where we are right now! 


To clarify, I like your summary of the whole thread rather than liking where the thread's issue is at. It was good work from you, Robbienobs. You (or anyone else) might not want praise from me (or anyone else), but I'm still gonna give credit where credit is due. :smileyhappy:

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JCFARROW
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Great to see you are being more active AntS, appreciated! Now let's get this firmware sorted so we can get our lives back on track..

Monkfish
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We're not trying to scare you off Ant (though regardless, at this stage it's in the best interest for Samsung for you to stick it out), but maybe put the anecdotal stress balls and group hugs away for now, and if possible, give the guys things like root causes, details, and tangible discussions. Keep the high fives till after the solution - which is probably i) fix current issue, and ii) get the development teams to agree that any development of firmware done on linked products must be done in liaison with the other team(s) too. 

 

You might not be able to give strict deadlines, but if you only promise to deliver the first action, but not the second, then everyone will be back here soon. 

 

I sound quite calm, but I was one of the first here to return the product, whilst those who are escalating things up the chain want to keep it. As someone mentioned earlier through their own discussion with Samsung - the R1s etc don't seem to have been originally designed as rear speakers. The guys here want to believe in this product nonetheless, and don't want to have to return it. 

Nick0
Student
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I have set up the optical cable workaround and notwithstanding the problems of keeping the configuration when the source is changed and the problems with the remotes not controlling the sound, the surround sound works perfectly, it would seem. So thanks for that. I think I know how to set it up consistently so I'm going to keep the R1's but hopefully Samsung will fix the Wi-Fi issue with the HW-K650.
Today, I received an e-mail from Samsung support in response to my query about this problem that I sent only yesterday. The agent stated that they were not aware of any issues. Perhaps I didn't make my issue clear enough...
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JCFARROW
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I'd like to think that the agent wasn't aware of the problem because it's been escalated to higher levels within Samsung but who knows..

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Robbienobs
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Hi Nick0, 

 

Good to hear this has helped; I can't take the credit for this though. I believe it was Leelazer who originally found the work around. I did have some problems with having to regroup on source change and so did some others on here, but this has seemed to remedy itself somehow. With my system anyway. Not sure if others have a resolve for this........ Hopefully they will chip in if they have :smileyhappy:

 

Out of interest and if you dont mind me enquiring, did you email the standard customer support team or the office of Escalations customer team at head office? 

 

I believe from experience the standard customer services email system is operated at the same level as the customer help line; they don't seem to know what's going on regardless of when you call, so wouldn't be surprised if this was the standard customer team (front line if you like). 

 

The head office team are the only ones who appear to have enough authority to put pressure on the right samsung teams for action (and are more likley direct employees of Samsung). 

 

If you require the head office customer services email address please PM me as I have been chastised previously for openly sharing this on the forum. 

 

This again gives evidence of Samsung's fragmented approach to Customer communications with regards to issues such as this. 

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Nick0
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Hi Robbienobs,

I just emailed the normal customer enquiries but I think I queried under R1 as the product.  I think I decribed the issue clealry so it is puzzling that the agent didn't acknowledge it as a known issue given the amount of exposure Samsung have had to complants about it.  Might be that the agent was searching their database for problems explicitly with R1's and not HW_K650's.

 

I think it is strange that the issue has not been resolved.  On the face of it, It seems that all that is needed for the WI-FI issue to be resolved is to change that data sent in the packet to set the R1's volume, to tell them to play louder.  I guess this data originates in the TV and is messed up in the Wi-FI communication between the TV and soundbar since it works through bluetooth.

 

 

 

 

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Neilwales
Explorer
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Guys,

I just want to clarify (for the moderators who hopefully have reported back to HQ) that this not only affects the R1's , but the R7's too. So it is a problem across the range. I too have been moderated for sharing email addresses, but I am glad to divulge any information if you wish to PM me. I have had confirmation from Samsung that they have escalated the problem to tech guys in Korea, but no firm date for the fix. We have requested that we are kept informed of progress, as it seems that for a long time, the Samsung Community have been left in the dark with regard to a solution to this problem. I have been informed that the moderators feel our frustration and deal with it by way of a stressball!!! Someones balls will be stressed if we dont get an answer soon,

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Robbienobs
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Thanks Nick0, 

 

It's always been the same; emails from head office are informed and concise, but any communication with the standard samsung customer services remains generic in response and this includes what they call the product specialists. 

 

This is a similar set up to many other large corporations but sadly samsung are not so good at escalating issues like this to senior teams and then communicating back down the line (and real samsung employees); the only reason I am in contact with them directly is I managed to get hold of the US Samsung and UK Samsung CEO's email address's, and thankfully they put me in touch with the real customer service team based within head office. 

 

This senior team have been very helpful in answering all my questions and do put pressure on the tight teams, it's just I have to chase for the information constantly or they go quiet; but without their efforts I would surely have sold this system and moved on by now. 

 

The original firmware fix was to the soundbar which corrected the muffled sound. Head office then told me a further update was being worked on for the WAM's to enable greater rear volume, but it appears this wasn't tested under "real world " scenarios........... As someone mentioned previously when you initially set this up as surround the volume levels are ok during the set up, but once saved and the source changes to something else the volume issues remain. 

 

I am due an update on Monday from Head Office on what's been fed back from tech teams here and in Korea, but I think it's the UK tech teams that need to reproduce the issues prior to Korea speaking a fix. 

 

I also agree it appears simple to fix as before with other issues but also as someone else mentioned there are so many different variations of firmware and hardware and probably teams that oversee each firmware, TV, soundbar, WAM's, Samsung Application etc etc

 

 

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