TV & Home Theater

[Claudep]

I purchased a savant system in 2020. Since that time I have had issues with the remote controls. Savant replaced the three remote controls with the newer versions. In a matter of months two of them stopped working. I reported this to my representative at least 30 times via text message with no answer. It was escalated to his supervisor who also barely answers me. I have been begging him to respond to my emails. I have called every number and tried every chat feature that I can find and I'm still stuck with two $700 remotes that do not work. We have three TVs and have to share one remote for the three TVs. This is the most expensive thing I've ever purchased besides a house and it is not working. Worst of all, there is virtually no customer service and the seemingly no accountability for the Best buy employees who choose to ignore their customers emails

[jdogg836]

What do the non-working remotes say on the screen?

[Riley-BBY Social Media Specialist]

Hello, claudep.

Thank you for reaching out to us via our Forums page about your situation.

We have reached out to you via one of your posts about your situation. When you get the chance would you be able to reach out to us via private message with your full name, telephone number and email. Please let us know as soon as possible.

Thank you,

[Claudep]

They don't turn on at all

[Claudep]

Blank screens. They don't power-up

[jdogg836]

It seems odd that two remotes would suffer similar issues, are these the new X2 remotes?  The newer model with the larger screen?  If so, what is the general usage/charging of the remotes.  Do you ever leave them off the cradle until they run dead or perhaps leave them on the charger for extended periods of time?  Generally speaking, all Lithium batteries prefer to stay between 20% and 80% for the longevity of the remote.  If charged to 100%, it's best not to keep them charging.  Also, running them to the point where they shut off is also not good on Lithium batteries.  This is just more of a general insight, not necessarily specific to the remotes but keeping devices in good health.  Phones are starting to have charging optimization to keep batteries healthy as well.

Now on to the remotes:  This may duplicate some of the steps you've taken already, but bear with me. 

1.  Make sure the remote base has power, check the light on the bottom of the base. 

2.  Make sure you can see the metal contacts on the bottom of the remotes are visible through the black bottom plate, I have seen some where this was obstructed.  

3.  Set the remotes into the cradle, you may want to gently rock it forward and back to ensure the pins are snapping into the holes and charging the remotes.  

4.  Make sure the remotes have been on the charger for an hour, leave the remote in the base and then:

5.  Press and hold the power button for 15 seconds, release the power button for 5 seconds, then press and hold again for 3 seconds.

6.  If that does not power the remote, you can try to press and hold the power button for up to 2 minutes until it powers on while sitting in the cradle.

7.  If neither of those work, you'll have to work with the moderator above or the Designer who sold you the system to intiate a troubleshoot visit.

If you get stuck at any of those steps or find further questions, feel free to reply back here.