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New Member
Posts: 2
Registered: ‎08-21-2017

Samsung sound bar stopped working after 3 months

I purchased a samsung sound bar in May  Model # HW-MS650/ZA.  I have in connected with the audio optical cable.  Now after 3 months it just stopped putting out sound.  Cable seems to be working as the red light is on when I look at the end of the cable.  I also tried blue tooth, HDMI in, and Aux and no sound on any input.  Is there a reset I can try?  I did unplug and replug the bar in.  Still nothing.  Not excited about throwing away a $449 purchase.  Samsung should stand more behing their product.

Posts: 3,391
Topics: 57
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Registered: ‎11-30-2015

Re: Samsung sound bar stopped working after 3 months

Hello snaphook55,

 

A soundbar can really add to your home theater set-up. I’m sorry to hear that the Samsung one you purchased in May isn’t working. I’d be happy to provide some troubleshooting steps.

 

Thank you for trying some different connections to and from your soundbar, and for ensuring it’s plugged in. The last time you were using it did you hear any harsh static, or pops? It sounds like there may be an issue with the internal components. Did you try to plug it into a different outlet? Does your TV even register the connection? Like can you get picture, but no sound? 

 

Have you reached out to Samsung under the Manufacturer’s warranty? They may be able to suggest further troubleshooting steps. You’d be able to do so by calling them at 800-726-7864. Please let me know if you need a copy of your purchase receipt.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎08-21-2017

Re: Samsung sound bar stopped working after 3 months

Thank you for the reply. At first I didn't get much help from Samsung, but I called back and they have suggested to return the unit after several attempts to find the issue. It is covered for 12 months by Samsung. Thank goodness for online receipts from Best Buy.
Posts: 3,391
Topics: 57
Kudos: 269
Solutions: 156
Registered: ‎11-30-2015

Re: Samsung sound bar stopped working after 3 months

Hello snaphook55,

 

I’m happy to hear that Samsung advised you to return your item, and may have provided some additional paperwork to make that happen. I hope your new soundbar works as expected!

 

Kindly,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!