Samsung Soundbar - Regular Muting Returned with No Fault Found and Charged $50

brisdaz on 07/01/2019 - 14:37

I bought a Samsung Soundbar under 3 years ago from Harvey Norman.

A few months ago it started to mute regularly every 10 seconds. Switching stations or sources to Chromecast or smart TV youtube didn't fix it. Switching to the inbuilt tv audio system fixed it.

However turning resetting it off and on again at the power socket fixed it for a few weeks but then it returned.

So I sent it back to Harvey Norman citing ACL Major fault and wanted it looked at. This was before Christmas and they sent it back and it's now returned with fault not faund by manufacturer Samsung and $50 charge.

What are my options now?

Thinking now I should have recorded this fault for video proof as it's a he said/she said dispute. Also maybe it's due to a brown out in my electrical power supply? But nothing else electrical: computers, laptops and modem router seemed to have problems.

What are my options now?

Electrical & Electronics

Related Stores

Harvey Norman
Harvey Norman

Comments

  • QW3RTY on 07/01/2019 - 14:43
    +1

    They sent it back and it's now returned with fault not faund by manufacturer Samsung and $50 charge.

    Is the fault still present?
    What was the justification for the $50 charge?

    • brisdaz on 07/01/2019 - 14:44

      The $50 charge I guess is for wasting their time.

      I don't know since I don't have it and not willing to pay $50 to get it back so asking for help. I did say it's intermittent.

      • QW3RTY on 07/01/2019 - 14:47
        +1

        I would recommend that you make contact with Samsung and ask them to clarify the $50 charge.
        Also, I would recommend that you check the product to see if the fault still exists or if it has been rectified.
        Is it being held by the retailer pending payment?

        • HighAndDry on 07/01/2019 - 15:00

          A technician charge is fairly standard if you make a claim but it turns out to be nothing. Warranty claims are only free if (somewhat obviously) there's actually a fault.

          But it seems there might actually be a fault (just intermittent as OP says) due to a Samsung firmware update.

          • brisdaz on 07/01/2019 - 15:01

            @HighAndDry: Before sending it off I did try updating the firmware using a USB stick. That didn't fix the problem.

            • HighAndDry on 07/01/2019 - 15:01

              @brisdaz: Oh no - if you read the thread I linked below, it seems like it was the update that caused the issue, and not necessarily the most recent one either because the thread is from March last year.

    • Kangal on 07/01/2019 - 14:46

      If its due to a "brown out" in his electrical power point, he should still be having the same problem.
      Kinda weird to omit it though (if its causing same issue).

      Worse comes to worse, the issue is fixed for only $50.

  • [Deactivated] on 07/01/2019 - 14:54

    If it's worth less than $50 then just don't pick it up.

    I'm guessing it's worthless if it's not working anyway.

    I know this is not answering your query but this is what I would do. Stuff you Gerry Harvey. Stuff you Sam Sung.

  • HighAndDry on 07/01/2019 - 14:55
    +8

    Is your soundbar one of the models mentioned in this thread here:

    https://us.community.samsung.com/t5/Home-Theater-Home-Audio/…

    ?

    If it is, mention this to HN, refuse to pay the $50, and probably ask for a refund because it doesn't seem like it's been resolved, and being a firmware (not hardware) issue, can't be repaired anyway.

    You can also try this:

    https://us.community.samsung.com/t5/forums/v3_1/forumtopicpa…

    And use only the TV remote and not the soundbar remote and see if it helps.

    As an alternative, there is a DIY solution (which involves opening up the unit and disconnecting the hardware controls on the soundbar itself) but I personally wouldn't recommend it:

    https://us.community.samsung.com/t5/forums/v3_1/forumtopicpa…

    • brisdaz on 07/01/2019 - 15:54

      Thanks for your research.

      It's a Samsung Soundbar model HWH-600.

      I never use the soundbar remote; only the tv remote as it's connected through HDMI ARC.

      Let me more thoroughly go through that thread.

      • HighAndDry on 07/01/2019 - 15:54

        Very welcome, and good luck. Hopefully one of those suggestions help, even if HN aren't cooperative.

  • p1 ama on 07/01/2019 - 15:59

    However turning resetting it off and on again at the power socket fixed it for a few weeks but then it returned.

    Logically, it would seem that what happened is that when you powered it off and sent it to them, the issue reset and it's likely to only appear again in a few weeks.

    Did you mention this part to them?

    • brisdaz on 07/01/2019 - 16:06

      Yes I did. Not to Harvey Norman but to the Samsung hotline in my case file.

  • aussieprepper on 07/01/2019 - 19:24

    Hey mate does the soundbar use AC input? Or does it use a DC adapter?

    • brisdaz on 09/01/2019 - 14:23

      I believe it uses DC adapter but I don't have it with me.

  • DangerNoodle on 07/01/2019 - 19:36

    What type of soundbar is it and what type of buttons does it use? I have a fan that uses capacitive (touch) buttons. The problem is, if we touch any of the buttons with greasy fingers, it will keep reading ghost touches on those buttons until we have cleaned the fingerprints.

    If your samsung bar has capacitive buttons, try cleaning the buttons of any fingerprints or smudges and see if that helps.

    If it does not have capacitive buttons, then back to the drawing board.

    • brisdaz on 09/01/2019 - 14:25

      We rarely if ever use the capacitive buttons so I don't think it's that. But thanks for the reply.

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