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.

[Bryantay]

Great. Now the moderators are resorting to patronizing us.  Well done Samsung. 

[Robbienobs]

Hi Bryantay

You read my mind............ Shows how seriously they are taking all this!

Sums it all up really

[AntS]

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@Bryantay wrote:

Great. Now the moderators are resorting to patronizing us.  Well done Samsung. 

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?

Unsure where you got that from @Bryantay. Just being friendly. :smileyhappy:

Genuinely pleased about @Robbienobs's summary of a 40+ page thread and where we're currently at too - and wanted to post to say as much. 

[Robbienobs]

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

[AntS]

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@Robbienobs wrote:

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

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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:

[JCFARROW]

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]

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]

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...

[JCFARROW]

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..

[Robbienobs]

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.