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.
Response from Samsung received today; positives and negatives. Not sure how they can say this is not a fault as it's not doing what they have advertised and is only an issue since the firmware update!
"Good afternoon Mr H****y, thank you for your patience while this matter has been discussed. Our AV specialists have advised that while the setup and sound production from these products when used together would not be considered a fault, they have taken your feedback and that of those within the Samsung online community into consideration and are working on a software update for sound adjustment in order to bring this more in line with our customers’ expectations.
My response to Customer Services Executive (SEUK) email today:
Translation--- "We don't think this is an issue. What everyone is hearing is normal and you all are just being way too picky. We may or may not make some adjustments in the future but thanks anyway for bringing this non-issue to our attention.”
Never again will I spend another $ on a Samsung product if I can help it.
Good riddance Samsung!
I can PM you the email address if you want it.
Its for the CEO's office of escalations at their Head Office in UK. The email directly communicates with the most senior customer services people in the UK including the top man himself.
Personally I think they know this is in fact a fault and we are currently argueing semantics with them; I think the email is constructed in this way intentionally with no commitment to admitting fault, to ensure they are not leaving themselves open to legal action of any sort; but at the same time confirming the issue is being looked into and will be resolved with an update in an attempt to quell the obvious disparity here (all be it based on a good will gesture on their part).
I will give them the benefit of the doubt for now but if this is not resolved in a decent time frame, I will be re sharponing the pitch fork and marching on head office in protest.
Can you PM me the email best served to deal with complaints? Absolute joke to sell a product on the basis of doing something that it cannot.
First thing, sorry about the relative radio silence. It really isn’t our style to be quiet and certainly not how we want the Community to operate. In an ideal world we would have been able to provide regular updates; from the time your collective feedback landed to the point where we could confirm the new firmware was available.
That was the plan. Unfortunately, that wasn’t possible this time. Still, lots of lessons learned.
The good news is that this is not simply another (albeit long overdue) update but confirmation that the product team have engineered new firmware to address the volume issue you reported.
Version 3109.1 is just going through some final checks before being made available on the product support page. in the coming days.
It may have taken a little longer than we liked, but your feedback directly led to this firmware update; which is exactly how we would like the Community to operate. Obviously that isn’t always going to be possible, but it is a positive start and very much a step in the right direction for our new Community’.
Thanks for your support and your paitence, both are greatly apprecited.