| Website: | www.samsung.com/in/support/your-service/my-product |
My Newly Bought QN90B 65" TV does not connect with Q990B Soundbar consistently. I bought both Samsung QA65QN90BAKLXL and Samsung Q990B Soundbar in the 2nd week of March 2023. Samsung representatives came and unpacked/installed the TV and Soundbar on different days as they were delivered on 2 different dates. On the first day (after about a week after purchasing) when Samsung’s installation team unpacked and installed the Soundbar, they could not make the soundbar connect to TV using eARC port option to successfully setup/connect the soundbar to my new Samsung QN90B TV. They plugged in the included HDMI cable to eARC port of Soundbar and HDMI3 port of the QN90B TV. They tried factory resetting the TV & Soundbar randomly multiple times for 2 hours but could not establish the connection. They left on that day saying that they would come back on the next day.
Surprisingly, the next day when I switched on the TV in the morning, TV recognized the soundbar automatically and I was able to setup the soundbar using smarthings app. At this point I was able to power on/off both the TV and soundbar using TV remote, use TV remote to increase/reduce the volume on the soundbar. It worked for a day or 2 and then the TV stopped recognizing the soundbar again. I reported the issue to Samsung service and they tried resetting the tv, then soundbar numerous time over the period of next 4 days and finally they replaced the TV after about a week. The new TV did not recognize the Soundbar, the service rep did a factory reset of the TV and soundbar numerous times again. Failing to estbalish the connection using eARC, the samsung service rep then came back the next day. The service rep restored the tv and made some configuration changes using the Samsung service remote, he worked with some oncall Samsung tech help person and tried resetting TV and soundbar multiple times. They tried connecting eARC ports using 6 other HDMI cables, but they could not establish the connection.
The service representative then ordered for a replacement of the soundbar. After about 10 days, the replacement came in. Samsung service center guys unboxed the new soundbar and installed it. They connected the soundbar ( eARC port) to QN90B TV (HDMI3- eARC) port and restarted both TV and Soundbar, TV did not recognize the Soundbar, but Soundbar recognized the TV ( Soundbar display showed D-INTV ARC). I purchased 6 HDMI cables for my TV, and between Samsung service rep and myself, we tried using all 6 HDMI cables ( HDMI cables included both 2.0 and 2.1 HDMI versions), none of them worked consistently. So the issue is not clearly with HDMI cables. The service rep left that day and came back the next day with another person to take a look at it. when they turned on the TV and soundbar, the TV started to recognize the soundbar, they literally did nothing other than just powering on the TV and Soundbar. The next day again the TV did not recognize the soundbar again. Samsung service representatives came after 3 days and did the rest of the TV using service remote, the TV then started recognizing the soundbar. It worked for some time and stopped after about 1 hr. This was as of April 25th. Since then the TV and soundbar are randomly working. I believe these two products are not compatible with each other. I Spent a lot of money on these Samsung products for a good TV and soundbar experience. So far it has been a bad experience. After pouring in a lot of money for home entertainment, I am struggling to get TV and soundbar work. Every time the service rep visits our home to troubleshoot the issue, they reset the TV and I have to spend a lot of my personal time setting up my media accounts and settings on the TV. Samsung is wasting customers' valuable time. Samsung service representatives visited more than 15 times till date and there is no resolution.
Since it has been 2 & half months since I purchased these devices and Samsung is not able to fix the issues, I requested Samsung to kindly take these unfinished products back and refund my complete money, or make both the TV and Soundbar work seamlessly.
I sent email with all details to Samsung support email ID 6 days ago and so far except acknowledging to my email, there is no action taken.
While researching for a solution for the issue that I am facing, I came across these blogs ( links shared below) where many people reported similar issue. It looks like these Samsung products have some quality issues that were not addressed before releasing the products in the market.
1.
https://www.reddit.com/r/Soundbars/comments/113uhm3/psa_no_one_within_samsung_su...⇄
2.
https://eu.community.samsung.com/t5/tv/hdmi-earc-connected-to-receiver-issues/td...⇄
I am hoping that by posting this issue here, Samsung takes this issue seriously and either fixes the products or takes back the unfinished products and refunds my money.
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Samsung
When should I expect a response from you? This issue has been pending for past 2 and half months. I made numerous calls to your customer service center, They have created a case and it has been around 2 weeks since then, no one from samsung visited or called us for a resolution. I posed this complaint on this website hoping that you will prioritize my issue and resolve it in a timely manner.
You should understand customer's issues and value their time and money.
We should not pour Lakhs of rupees and purchase your products to waste our valuable time and energy in following up with you for things that you should own and fix in time. Kindly show some respect.