My bet is they'll have you check ports, settings and firmware revisions as well as go over what it can and can't do.
The product page for the HW-H751 soundbar says:
"Turn your Soundbar on automatically when you turn on the TV, with Samsung SoundConnect which uses Bluetooth technology to connect the two devices."
I HAVE linked my PS64-E8000 TV to the Soundbar using SoundConnect, and it works fine for sound. BUT, the Soundbar does not turn on when I turn the TV on, I always have to turn it on manually. To me, this is a key convenience feature that is not performing as it should.
I have consulted the manual and support pages - I see there are ways to have the soundbar turn on if it is connected to the TV via AnyLink+ (HDMI cable) or via an Optical cable. But I am using bluetooth-SoundConnect and expect it to be handled per the relevant sentence on the product description page. How can I make this happen?
(I've been trying various Samsung support channels for two weeks now, with nothing but uninformative or non-answers. The support for Samsung products has become rather dire of late, disgraceful for such high-end products).