Best Buy Repair Support

[kidrock21]

I am still experiencing audio drop outs with the HW-Q70R sound bar.

I've tried the latest firmware update, different hdmi cords, different blu-ray players, optic cables, everything.

I’ve also taken it in for service and it was retuned as them saying that there wasn’t an issue found with the sound bar.

When I hook up a different soundbar, there are no drop outs. I believe the sound bar is defective.

This sound bar is under the replacement plan. I spoke to a manager about this issue and she mentioned that I have to keep being it back for them to send it to repair. And until they make the decision on it being defective I’ll have to keep sending it back. At this point, I’ve already taken the sound bar in and didn’t have it for weeks while it was being serviced. I would like to get the issue fixed as soon as possible. However, i also don’t want to continue to be without my sound bar for them to give it back every time and say that it is working just fine.

The service order number is {removed per forum guidelines}

[nckhammond]

Is it still under the manufacturers warranty? If so you could try contacting the manufacturer directly.

[kidrock21]

Honestly, Im not sure. I recently bought it in december 2020. So I would assume it is. The most concerning part is that I purchase a best buy geek protection package and after taking it to them it hasn't been repaired correctly. Or at all in this case. They just sent it back and said it was fine. So what is the point in buying extra protection if they aren't willing to service it correctly or mark it out as defective if that is the case with this unit. Ive read that this has been an issue for a few different people and once they got a new bar the problem was fixed.

[Alyssa-BBY Retired: Social Media Specialist · Accepted solution]

Hey there, kidrock21,

Thank you for re-connecting with our team on this platform. Having a great soundbar can really elevate any home theater setup, and as it sounds like you're experiencing issues with yours, I can totally understand wanting to get support with this. I understand that during your recent service the problem could not be replicated, and I'd like to do all that I can to assist. To do so, I will need to gather some additional details.

To get started, can you please send me a private message that includes your full name, phone number, and email address? You can send a secure message by using the blue button below. I hope to hear from you soon!

Best Regards,