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Answered Samsung HW-Q90R Connection Issues

Does your NEW Samsung HW-Q90R have Connection Issues with Sub and Rears?


  • Total voters
    33

ShiroEd

Novice Member
Hey gang,

Poll above!

I'm trying to gather some visibility on how widespread the connection issues are with the new Samsung HW-Q90R Soundbar.

The issue is that when the soundbar is turned off for some time (overnight) it will lose it's connection with it's Subwoofer and it's two Rear Surround speakers. Power cycling these speakers seems to kick start the connection again but obviously this is a serious flaw and one that is a deal breaker for all owners current and prospective.

I've been in touch with Samsung and they claim that my call is the first they've heard of it but from the other thread on this forum that is faaaar from the extent of the problem.

Let's hear from all you HW-Q90R owners and we can share this with Samsung.

Poll above!

Many thanks,
Ed
 

magree

Active Member
Hey gang,

Poll above!

I'm trying to gather some visibility on how widespread the connection issues are with the new Samsung HW-Q90R Soundbar.

The issue is that when the soundbar is turned off for some time (overnight) it will lose it's connection with it's Subwoofer and it's two Rear Surround speakers. Power cycling these speakers seems to kick start the connection again but obviously this is a serious flaw and one that is a deal breaker for all owners current and prospective.

I've been in touch with Samsung and they claim that my call is the first they've heard of it but from the other thread on this forum that is faaaar from the extent of the problem.

Let's hear from all you HW-Q90R owners and we can share this with Samsung.

Poll above!

Many thanks,
Ed
I would also suggest leaving a review on their website. The user average score is currently 2.4 out of 5 b/c of said connection issues. They can’t ignore poor reviews of their flagship model on their own website!
 

ShiroEd

Novice Member
I would also suggest leaving a review on their website. The user average score is currently 2.4 out of 5 b/c of said connection issues. They can’t ignore poor reviews of their flagship model on their own website!
Just left a review on the UK site.
Where are you seeing the 2.5 out of 5 score? There was only 1 review prior to mine.
Thanks for the tip.
 

ShiroEd

Novice Member
Just saw you're in Australia.

I 'love' the literal copy and paste response from them for everyone to take it to a service center.
Why is good service so haaaaard to get these days?!?
 

Zazadj81

Novice Member
I would like to buy this soundbar too, here in Switzerland there is not yet a delivery date, I think I expect concrete updates that say the problem has been solved. I hope it's just software.
 

Funboy69

Novice Member
I’m in the UK and just purchased this...... my advice, don’t bother and get something else, Samsung don’t care!

Not sure about anyone else, but I can’t wall mount the rear speakers? I contacted Samsung Customer Service to advise I can’t find any brackets to support these. Samsung gave me 4 links of which none had any!
I contacted them again, this time they changed their mind and said rear speakers can’t be mounted!? I advised the speakers have mounting holes and documentation to support this - they replied again saying after review they could be wall mounted but unable to provide any product information? Finally they said if I can’t find any to return for a full refund!? Wow.... great customer service that is!
After trying M4, M5, M6 bolts none of which fit, 3 different brackets I’m returning it all. £1500 for this hassle, and NO customer service, and now connection issues! Well done Samsung, appalling in my opinion. Anyone considering this, don’t bother - honestly buy something better!
 

ShiroEd

Novice Member
I’m in the UK and just purchased this...... my advice, don’t bother and get something else, Samsung don’t care!

Not sure about anyone else, but I can’t wall mount the rear speakers? I contacted Samsung Customer Service to advise I can’t find any brackets to support these. Samsung gave me 4 links of which none had any!
I contacted them again, this time they changed their mind and said rear speakers can’t be mounted!? I advised the speakers have mounting holes and documentation to support this - they replied again saying after review they could be wall mounted but unable to provide any product information? Finally they said if I can’t find any to return for a full refund!? Wow.... great customer service that is!
After trying M4, M5, M6 bolts none of which fit, 3 different brackets I’m returning it all. £1500 for this hassle, and NO customer service, and now connection issues! Well done Samsung, appalling in my opinion. Anyone considering this, don’t bother - honestly buy something better!
Sorry if this seems rude but this is a rediculous reason to return this unit and a huge overreaction.
I wall mounted the rears using the below linked screws which fit perfectly.
Not a real problem.

NICEYRIG 1/4 Inch-20 Thread Hex Screw, Pack of 12 https://www.amazon.co.uk/dp/B07B8HN45Z/ref=cm_sw_r_cp_apa_i_2oLbDb5BPMP8K
 

magree

Active Member
So the survey here indicates 90% of respondents have the same connection issue. My local official Samsung website has 9 reviews, seven of which report the same issue with an overall rating of 2 out of 5. At which point do Samsung recognise there is an endemic connection issue with this product? :facepalm:
 

ShiroEd

Novice Member
So the survey here indicates 90% of respondents have the same connection issue. My local official Samsung website has 9 reviews, seven of which report the same issue with an overall rating of 2 out of 5. At which point do Samsung recognise there is an endemic connection issue with this product? :facepalm:
I know right?!?
I sometimes wonder if there's some sort of threshold number of direct complaints that needs to be crossed before Samsung reacts publically/officially.
 

ShiroEd

Novice Member
Just had an online chat with Samsung UK. As you can imagine they we're as unhelpful as usual. She first just straight up told me that a reset would fix it then in response to me telling her about all the forum posts about it said that was just peoples 'opinions' and not real reports. Also that they haven't had a single reported case of this at Samsung. I linked her to the Samsung UK and Australia pages for the soundbar and she said that she had to disregard the Australian one as it's not the UK. Then she told me I'd have to transport the soundbar to my nearest Samsung repair centre or just get a new one from John Lewis.
I pushed back and a 'case manager' is calling me within 24 hours. All I want at this stage is an acknowledgement that they know about it and what they plan to do. Either a fix via an update, a hardware fix or a replacement unit from a new batch.
What are the chances that this case manager will know or admit anything about this...?!?!?
 

Taekwonrooij

Novice Member
Just had an online chat with Samsung UK. As you can imagine they we're as unhelpful as usual. She first just straight up told me that a reset would fix it then in response to me telling her about all the forum posts about it said that was just peoples 'opinions' and not real reports. Also that they haven't had a single reported case of this at Samsung. I linked her to the Samsung UK and Australia pages for the soundbar and she said that she had to disregard the Australian one as it's not the UK. Then she told me I'd have to transport the soundbar to my nearest Samsung repair centre or just get a new one from John Lewis.
I pushed back and a 'case manager' is calling me within 24 hours. All I want at this stage is an acknowledgement that they know about it and what they plan to do. Either a fix via an update, a hardware fix or a replacement unit from a new batch.
What are the chances that this case manager will know or admit anything about this...?!?!?
Exactly the same problem here and so do more People in the netherlands posted on the Netherlands forum of samsung.
They said a product specialist will look into it but no idea when a solution comes.
Really annoying i wish they acknowledged it!
Please let us know if you have news. At 10 people more in Holland will thank you for it.
We should involve media so they have to respond or ackknowlege...
 

ShiroEd

Novice Member
I just spoke to a Samsung Case Manager. He was calling from The Philippines and only had visibility and knowledge of the UK side of Samsung. Of course! He told me they've had no reported case of disconnection with any of their engineers and wants me to send it back to an engineer for them to 'repair' it. Or I can have my money back apparently. He told me that each region has their own software developers and that any potential software update that is arrived at in another region may not become available to the UK.
I don't want to return it as that's a big pain in the butt when it's potentially fixable with a software update.
Getting them to take any sort of proactive responsibility is impossible though so I think it's either get a refund or wait it out and see.
 

OC2000

Active Member
I’m having the exact same problem and it’s driving me nuts. It all started after I connected it to the WiFi I think as it was fine at the beginning.

I’m trying to work out how to reset this to factory default so I can ignore adding it to WiFi and see if the problem persists. There is no documentation on how to do this though.

Failing that until Samsung do something about it I’m going to put the rears and sub onto Alexa plug switches so I can just ask Alexa to do the damn power cycling.
 

magree

Active Member
Just had an online chat with Samsung UK. As you can imagine they we're as unhelpful as usual. She first just straight up told me that a reset would fix it then in response to me telling her about all the forum posts about it said that was just peoples 'opinions' and not real reports. Also that they haven't had a single reported case of this at Samsung. I linked her to the Samsung UK and Australia pages for the soundbar and she said that she had to disregard the Australian one as it's not the UK. Then she told me I'd have to transport the soundbar to my nearest Samsung repair centre or just get a new one from John Lewis.
I pushed back and a 'case manager' is calling me within 24 hours. All I want at this stage is an acknowledgement that they know about it and what they plan to do. Either a fix via an update, a hardware fix or a replacement unit from a new batch.
What are the chances that this case manager will know or admit anything about this...?!?!?
I just spoke to a Samsung Case Manager. He was calling from The Philippines and only had visibility and knowledge of the UK side of Samsung. Of course! He told me they've had no reported case of disconnection with any of their engineers and wants me to send it back to an engineer for them to 'repair' it. Or I can have my money back apparently. He told me that each region has their own software developers and that any potential software update that is arrived at in another region may not become available to the UK.
I don't want to return it as that's a big pain in the butt when it's potentially fixable with a software update.
Getting them to take any sort of proactive responsibility is impossible though so I think it's either get a refund or wait it out and see.
They are seriously their own worst enemy. Deflecting responsibility to ‘local’ engineers (BS), dismissing online user complaints as not “real” reports, ignoring the reviews left on their own website...pfft. I would counter argue that the collective experiences of real people who have parted with their hard-earned and do not have any affiliation or make money off reviews are the real reports! For a company who’s business is tech-based they don’t seem too sharp in the social media, PR or customer support departments. Next time I will stick with bona fide audio brands rather than a company that would just as happily sell me a fridge, microwave or washing machine.
 

Lucki1313

Novice Member
They are seriously their own worst enemy. Deflecting responsibility to ‘local’ engineers (BS), dismissing online user complaints as not “real” reports, ignoring the reviews left on their own website...pfft. I would counter argue that the collective experiences of real people who have parted with their hard-earned and do not have any affiliation or make money off reviews are the real reports! For a company who’s business is tech-based they don’t seem too sharp in the social media, PR or customer support departments. Next time I will stick with bona fide audio brands rather than a company that would just as happily sell me a fridge, microwave or washing machine.

unofficial beta software from the german forum see here:
from #75
http://www.hifi-forum.de/index.php?action=browseT&forum_id=266&thread=4937&back=&sort=&z=2
 

Falidu

Novice Member
Hello everyone !



Same issue here French customer.

Just received the bar few day ago...

I’m so disappointed, spend 1500€ for a product that doesn’t work.

it is unacceptable Samsung !!!

Hope they find a quick solution, because i already installed the last update but that doesn’t fix anything!
 

2wired

Novice Member
already did. you have to read the update manual. Ota updates always were done in 2 minutes.
usb update is so too, but recognize the additional update for rear and sub as mentioned in the manual. guess ota via app never did it. flashed the 1008 in 2 minutes and then flashed sub and rear (took around 10 minutes). for now it seems fine. of course I only can be sure after tomorrow / the next days.
 

Taekwonrooij

Novice Member
already did. you have to read the update manual. Ota updates always were done in 2 minutes.
usb update is so too, but recognize the additional update for rear and sub as mentioned in the manual. guess ota via app never did it. flashed the 1008 in 2 minutes and then flashed sub and rear (took around 10 minutes). for now it seems fine. of course I only can be sure after tomorrow / the next days.
Thanks, just did the same, ill let you know if it really works tomorrow.
 

Taekwonrooij

Novice Member
Tried again did not work the did another ID set and then it did work even agter 10 mins power. Off.
So update 1008 and then id set.
But tommorow afyer 8 hours is the real test ill let you know!
 

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