Samsung — Sondbar B650F - Non-availability of Compatible Satellite Speakers SWA-9250S, No Return Option, and Misleading Product Information

Nilesh Lande

from Pune, Maharashtra

Jan 15, 2026

Address: Pune

Complainant:
Name: Nilesh Lande
Mobile: [protected]
Email: nilesh.[protected]@gmail.com

I am a long-standing and loyal customer of Samsung, and all electronic appliances in my household—including my premium Samsung QN90F television—are Samsung products.

On 7th December 2026, I purchased a Samsung B-Series Soundbar – 370W 3.1ch with Q-Symphony (Model: HW-B650F) from the official SamsungShop.com website.

Before making the purchase, I carefully reviewed the product specifications and compatibility details mentioned on Samsung’s official product page. It was clearly stated that this soundbar is compatible with Samsung wireless satellite speakers – Model SWA-9250S. Based on this assurance, I proceeded with the purchase, believing that I could later enhance my surround sound experience by adding the compatible satellite speakers if required and if i did not like quality of soundbar surround.

After delivery and usage, I was not satisfied with the surround sound output and decided to purchase the compatible SWA-9250S satellite speakers. However, since the product did not have a return option and only replacement was allowed, I waited patiently for nearly one month, assuming that the satellite speakers might be temporarily out of stock and would soon be available.

During this waiting period, I continuously searched for the SWA-9250S speakers across online platforms, offline stores, and authorized dealers, but could not find them anywhere in India. After realizing that the product was not merely out of stock but not available at all, I finally contacted Samsung customer care today seeking assistance.

To my utter disappointment:

The SWA-9250S satellite speakers are not available anywhere in India, neither online nor offline.

They are not stocked by Samsung service centers or authorized dealers.

In the international market, these speakers are available only via imports at unreasonably high prices, in some cases costing more than the soundbar itself, making them inaccessible and impractical for an Indian consumer.

Despite multiple discussions, Samsung failed to provide any concrete solution, such as availability timelines, alternatives, or an upgrade option.

As a result, I am left with an expensive soundbar that cannot be upgraded, and I am not satisfied with quality even though Samsung explicitly advertised upgrade compatibility on its official product page.

Grounds of Complaint:

1. Misleading and deceptive product information by advertising compatibility with SWA-9250S speakers while not making them available in India.

2. Deficiency in service due to failure to supply or support essential accessories required for the advertised functionality.

3. Unfair trade practice by selling a product with upgrade claims without ensuring availability of compatible accessories.

4. Mental harassment and financial loss caused due to lack of return option, prolonged waiting, repeated follow-ups, and absence of resolution.

I respectfully request the Hon’ble Forum to direct Samsung India to provide any one of the following remedies:

1. Provide the compatible satellite speakers SWA-9250S in India at a reasonable and fair price, OR

2. Offer a suitable upgrade to a higher surround sound soundbar system with satellite speakers, OR

3. Grant a full refund of the soundbar, as Samsung failed to provide the necessary accessories despite explicitly advertising compatibility.

I also seek appropriate compensation for mental harassment, inconvenience, and time lost due to misleading claims and deficient service.

I respectfully request the Hon’ble Forum’s intervention for a just and fair resolution.

Thanking you,

Yours sincerely,
Nilesh Lande

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Samsung India customer support has been notified about the posted complaint.

Jan 16, 2026

Updated by Nilesh Lande I would like to place on record a further development after submitting my earlier complaint.

On 16th January 2026 (morning), I received a call from a Samsung representative who informed me that my issue regarding the non-availability of compatible satellite speakers (SWA-9250S) would be investigated, and that I would receive a follow-up call in the evening.

Accordingly, I received a second call on 16th January 2026 (evening), during which I was informed that Samsung cannot provide any resolution, stating that:

There is no defect in the soundbar, and

The compatible satellite speaker kit (SWA-9250S) is not available in India,

and therefore no further action can be taken.

This response was completely unexpected and unacceptable. While Samsung acknowledges that the required accessories to achieve the advertised surround sound experience are not available, they have refused to offer any alternative remedy, such as an upgrade or refund.

As a result, I am now unfairly stuck with an expensive soundbar:

Which is non-returnable,

Which cannot be upgraded due to non-availability of compatible accessories, and

Which does not deliver the surround sound quality reasonably expected based on Samsung’s own compatibility claims.

At the very least, Samsung should have offered a suitable upgrade option if the necessary accessories are not available in India. The denial of any resolution leaves the consumer with no remedy despite no fault on my part.

This update may kindly be read in continuation of my earlier complaint.

Jan 22, 2026

Updated by Nilesh Lande This is latest update regarding the technician visit conducted on 21st January 2026 in continuation of my complaint.

On 21st January 2026, a Samsung technician visited my residence and tested the HW-B650F soundbar. During the testing, the technician clearly explained the following technical points:
While playing 5.1 channel audio, the soundbar does not isolate channels completely.

For example, when audio is played from the right channel, some sound is also audible from the left channel, as the soundbar is a single main unit without rear satellite speakers.

The technician demonstrated a service menu test, where sound appeared separated across the available channels within the soundbar itself. However, this same level of channel separation is not achieved during actual 5.1 content playback.
The technician explicitly confirmed that for proper and true 5.1 surround sound, rear satellite speakers are required, and the experience cannot be achieved fully with the soundbar unit alone.

Based on this, it is clear that the compatible satellite speaker kit (SWA-9250S) is essential to achieve the surround sound experience that a consumer would reasonably expect from a product marketed as 5.1 surround.

However, as already communicated:
The SWA-9250S satellite speakers are not available in India, and
There is no alternative solution currently offered.

I would like to highlight that the product page clearly mentions “5.1 Surround”, but it is not clearly disclosed that:
True 5.1 surround separation cannot be achieved without adding rear satellite speakers, and
These satellite speakers are not available in the Indian market.

Had this limitation and accessory dependency been transparently mentioned on the product page, I would have made an informed purchase decision.

In view of the above technician confirmation and accessory non-availability, I once again request Samsung India to kindly provide one of the following resolutions:

Confirm availability of SWA-9250S satellite speakers in India,
or
Offer an upgrade option to a Q-Series soundbar that provides proper surround separation,
or
Provide a refund, as the advertised surround capability cannot be practically achieved.

I request Samsung HO to review this matter seriously, as this is not a case of product defect but a case of incomplete disclosure and lack o[censored]pgrade path, leaving the consumer without a remedy.

I look forward to response.