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

[podavies]

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.

[Monkfish]

I'm sure there will be a lot of people here that are happy you have responded Ant. And it is good. 

Though you may not have much new to say, "managing expectations" is something that all companies have to focus on - it can be more important that what you actually deliver. Toiling away in the backoffice is great, but perceptions are what matter. Who knows whats going on behind closed doors? The development teams may be continuing to develop their firmwares in isolation for example. Or perceived to. 

Even if there is not much news, I'm sure the guys here (visible and lurking) would be happy for weekly status updates - say on a Friday afternoon. 

That way you'll build your community, people will get behind you, the pitchforks will be in *less* demand, and expectations will be managed. 

(I may no longer have the k650, but I am a happy owner of other Samsung equipment, including a nice unsmart TV that I bought in 2007 and has gone strong for 10 years now.)

[Robbienobs]

Dear AntS, 

Your entire hypothesis is relevant given good communication and timely action, neither of which Samsung have been able to participate in regardless of the form of media that the problems are reported in (forum, phone calls etc.......). 

I am happy with not receiving instant solutions and this was never an expectation,  but absolutely no communication apart from when cages are rattled is completely sub standard customer service. I am yet to be able to speak with anyone on the phone from Samsung directly regarding this, and the customer call centre product specialists cannot help......... All just playing pass the buck. 

I originally reported the issues to the call centre some time ago when the audio issue arose, and found that even though I was promised it was being looked into, when I called back after two months no one knew what I was on about! 

Yet again the only reason we now know that the recent update for the WAM's was supposed to deal with rear volume issues, is because I threatened to visit head office and your colleague at head office chased this up by phone and updated me (all in the space of 1 hour) , following up on my numerous emails to your senior customer support team and CEO. 

As I stated in my previous post this is not personal or aimed at individuals, but there is no sense of urgency at all on here or anywhere else in Samsung's customer service unless the issues are pushed to head office level! 

If your remit is just to make the odd post here and defend yourself when you feel offended, then can I suggest that a direct line of contact between us and your experts is opened up as per our numerous posts requesting such action; there is absolutely no ownership at Samsung with this issue which at the risk of repeating myself has been going on for some months. 

synergistic relationships are based on clear and timely communication! 

The only reason we have a temporary workaround at all is because people on here have helped each other, as a result of clear and timely communication. 

I believe the role of the generic moderator either needs to be completely changed to suit the needs of customers, or explicit indications posted on here that Moderators are here to do just that and only that........... Moderate....... Occasionally. 

Then there will be no confusion caused by customers having the wrong Perspective and perception! 

Please also remember that we are all just customers attempting to get what we paid for; I would love my money back and to return all this kit but unfortunately this is not possible. 

I have a full and concise diary of all communications and timings of responses both on here, by email and phone and will use this information to ensure if nothing else I have done my upmost to express my dissatisfaction in your customer service in general. 

[AntS]

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@Monkfish wrote:

I'm sure there will be a lot of people here that are happy you have responded Ant. And it is good. 

Though you may not have much new to say, "managing expectations" is something that all companies have to focus on - it can be more important that what you actually deliver. Toiling away in the backoffice is great, but perceptions are what matter. Who knows whats going on behind closed doors? The development teams may be continuing to develop their firmwares in isolation for example. Or perceived to. 

Even if there is not much news, I'm sure the guys here (visible and lurking) would be happy for weekly status updates - say on a Friday afternoon. 

That way you'll build your community, people will get behind you, the pitchforks will be in *less* demand, and expectations will be managed. 

(I may no longer have the k650, but I am a happy owner of other Samsung equipment, including a nice unsmart TV that I bought in 2007 and has gone strong for 10 years now.)

---

No worries. And good points raised, Monkfish. I'm happy to keep folks updated from now on in - even if it's non-news. 

[frustrated]

Can I suggest something.

When Samsung test a new firmware, prior to release it is standard engineering practice to use a defined hardware setup to ensure 1. The reported issue is resolved and 2. That no unexpected bugs have been introduced. 

As far as I can tell there is little or no  official samsung information regarding how to setup the 5.1 system. Could samsung please let us know the various settings for WiFi, arc, optical for both the tv and where appropriate the sound bar. If the samsung testers and the end users use the same settings we should hopefully get to the desired outcome sooner. A note of the firmware builds used would also help. 

Also is there a preferred setup for getting 5.1 when using a samsung KS  tv and the Hwk650 and R1 combo?

[Robbienobs]

Email from Samsung;

Dear Mr ******,

This does appear to be an unusual case, in that the update provided has been tested and has addressed the reported volume issues within our test facility.

Given that you and other members of the community have advised that this has not resolved the issue with your products, as before I have reported this back to our AV department who are completing further testing. These updates are supplied from our global headquarters in South Korea, who have also been made aware of this in order to support.

With the above in mind, I can continue to liaise with our AV department daily to provide information to yourself until this is resolved suitably, but must advise that you are already in contact with the senior point of escalation within Samsung UK, and that not only would we not be able to accommodate a visit or meeting, but there would be no further team with which to put you in contact should you attempt to visit. I must again recommend continuation of contact by email or through community.

As above, I will continue to update you and trust that moves will have been made by the next time we speak, following the weekend.

Regards

[leelazer]

Hi all

I was thinking it might also be helpful to get some info on what the firmware has meant to have done in more detail. My understanding was that this update would allow us more control over the rear speakers not just fix the volume issue. Obviously neither things seem to have happened this time but a bit more info on what we are expecting would be most helpful.

Lee 

[Robbienobs]

Hi frustrated 

Totally agree with your comments

[AntS]

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@frustrated wrote:

Can I suggest something.

When Samsung test a new firmware, prior to release it is standard engineering practice to use a defined hardware setup to ensure 1. The reported issue is resolved and 2. That no unexpected bugs have been introduced. 

As far as I can tell there is little or no  official samsung information regarding how to setup the 5.1 system. Could samsung please let us know the various settings for WiFi, arc, optical for both the tv and where appropriate the sound bar. If the samsung testers and the end users use the same settings we should hopefully get to the desired outcome sooner. A note of the firmware builds used would also help. 

Also is there a preferred setup for getting 5.1 when using a samsung KS  tv and the Hwk650 and R1 combo?

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I've forwarded your post on to our Audio Visual peeps at Head Office to see what info and advice we can get for you, @frustrated.

[Robbienobs]

AntS

Good work o  forwarding comments......... Keep up the communication and we will all live in peace and serenity with you :smileyhappy:

[AntS]

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@Robbienobs wrote:

AntS

Good work o  forwarding comments......... Keep up the communication and we will all live in peace and serenity with you :smileyhappy:

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:smileyhappy:

(Secretly/not-so secretely happy to increase my postcount. But I've got some way to match Angelo_O's 11,059 posts on the Italian Community here. :smileysurprised:)

[AntS]

And good point raised there @leelazer. I've added that to what I've sent off for @frustrated.

[Robbienobs]

Great this is exactly what's needed............ Keep this up and you might increase your Kudos count as well :smileywink:

[Nick0]

I took ownership of a pair of R1's today and linked them up with my HW-K650 soundbar to my Samsung 8000 successfully only to experience the huge disappointment of discovering the inadequacy of the R1's as rear speakers due to the abysmally low volume obtainable in the 5.1 configuration.   Had I but read this thread...   

I was impressed with the quality when playing music from my iPad or Macbook though I have no need for them in this mode. 

I now wonder, should I return these or hold on for the elusive firmware update that is going to resolve this issue?

[Nick0]

I have not had time to read through all of this protracted topic  in detail, so apologies for asking questions that may have been asked and answered before.  

1. Is the issue with the R1's confined to the HW-K650 soundbar 5.1 enhancement and is that where the software issues arise?   

2.  What is the optical connection workaround?  It seems unclear from skimming the posts herein, if it delivers surround sound or not.

Any advice very welcome.

[Stanny]

NICK0 I have spent hours on the phone to Samsung for them to keep telling me the quiet volume on the surround sound (r1) speakers is normal. I swear they weren't this quiet for a couple of weeks when I bought them in November. I have only read some of the 48 pages on this thread. Are we expecting the next update to fix the quietness of the surround sound or should I return the speakers because at the moment they are pointless?

[Robbienobs]

Hi Nick0, 

The issue is specific to the 5.1 surround mode with wifi connection only. I am not aware of any other soundbar experiencing these issues but to tell the truth I haven't had time to look beyond this thread. 

Optical work around is with optical lead connected, optical selected on tv and then put in surround sound through app with source on sound bar as D.in.

Sound volume is lower than when just using soundbar but it's usable as 5.1 surround for  now. Another downside with this option is you can't use TV control to turn sound bar up and down, you have to use the soundbar control as well. 

Originally this work around was to overcome muffled over bassy sound, but after another failed firmware fix its turned into no volume on rear speakers in surround mode. 

If you look at some of the earlier posts it's a bit more detailed. 

[Robbienobs]

Hi Stanny, 

Funny you say that as my first issue mid last year with this system was the wifi connectivity. Kept loosing connection and I had to keep resetting everything. Spent hours upon hours on phone to samsung with them blaming everything from the walls to the router and even had me spend additional money on a hub that wasn't needed. Most of the rime it turned out I knew more than them, and was once told I shouldn't be using them for surround sound, as this is not what there for. After denying there was a problem they suddenly fixed the wifi issues with an update or three, and then suddenly admitted it was in fact their firmware causing the issues and had to wait for a certain number of complaints before they would escalate the issue. 

Shame really because for a short while after the connectivity issues where resolved this was a stunning bit of kit, then they updated the firmware (strangely enough because people where complain about rear speaker volume.......... Mine was fine at the time) to just totally screw this kit up. 

Following this for months and months there has been more issues with sound quality and now volume levels for the R1's................. For me at the moment the worst part of it all, is the fragmented communication from Samsung, and their apparent inability to fully test a firmware updates prior to rolling out......... It's not as if they rush this process either......... They wait for months then send out doomed updates. 

This has been going on for months........ They promise a fix, go quiet for two months, roll out an update without informing anyone, to only find its yet again not been tested under "real world" conditions, and fails again. 

If I had a crystal ball I would never have bought these in the first place......... And that's putting it politely 

But again customer service is the real absolute disappointment for me........... I live in hope that one day this will be resolved, but I think my headstone will read "still waiting"! 

[Robbienobs]

P. S. 

I wont be leaving the soundbar or R1's to any of my kids in my Will............... It's haunted me enough and wouldn't wish this on them. 

Not expecting to pass away in the next 40 years or so though....... .......... But also not expecting a firmware fix in the same period either :smileyvery-happy:

[Nick0]

Thanks Robbienobs for that information.  I'll try the optical  cable method tomorrow but I am probably going to return the R1's as it seems from what others have stated, that a proper solution is not very likely.  I have emailed Samsung to complain and await a reply.  I doubt anything will come of it but at least it's another  line on their ledger of complaints. 

[Robbienobs]

:smileyhappy:

[Neilwales]

Robbie nobs. 

Let's hope we all receive the solution to our issue shortly. Great work by all who posted. Pity it took that in order to gain a reaction from the Moderators and Community Manager. I often wonder if they actually owned the same equipment as we are all experiencing issues with would they not vent the same frustration? Just asking.