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General discussion

Sudden Audio Drop Out

Mar 14, 2009 4:41PM PDT

While watching a dvd on the Samsung Home theatre (ht-br2t), the sound dropped out permanently. We have had the system set up for 3 months without any major problems.
I have checked all cables and unplugged and plugged them back in.
I have checked through the menu system, and using the setup menu checked the audio settings. The system recognises all of the surround speakers but when I use the test tone there is no sound.
While using the plasma (Pioneer Kuros) the sound is fine. (Doesn't go through the surround!)
I even checked the mute button multiple times to make sure I didn't miss anything basic.
Anymore ideas before I try 800 SAMSUNG?

Discussion is locked

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(NT) fuses?
Mar 14, 2009 4:52PM PDT
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fuses?
Mar 14, 2009 4:59PM PDT

I thought that too. Didn't know where to look though. Everything at the back of the blue ray player looks good. All connections to speakers look good? Can I check anywhere else?

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fuses?
Mar 16, 2009 8:47AM PDT

motherducky,

I did check with our service center, and this doesn't appear to be common, at least from our HT expert's point of view. I might suggest calling 800-SAMSUNG to have the unit inspected and repaired.

I apologize for the inconvenience, but there's not a whole lot of troubleshooting that can be done if it's not producing any sound whatsoever.

Keep me posted!

--HDTech

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Not happy!!!!!!
Apr 6, 2009 3:48PM PDT

Dear Samsung_HD_Tech
Thought I'd give you the update on the blueray player sound issue.
I called 800-SAMSUNG. They asked me to take the player to a samsung repairer. That was 2 weeks ago. The fellow told me that it should be fixed in about 2 weeks. I called today and was told that the part required was PENDING on the system. The fault and part needed is one of the main boards. Effectively he explained the part is probably not in the country and he cannot give me an eta on it or the problem being fixed.

I am about to call 800-SAMSUNG back to discuss this further. Any suggestions?

Thanks
motherducky

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Not happy!!!!!!
Apr 6, 2009 5:06PM PDT

motherducky,

Yes, this is not a good solution.

I would definitely call 800-SAMSUNG back and ask to speak to the Escalated Customer Relations Department, and inquire as to a resolution.

I'm sorry to hear this, but please keep me posted.

--HDTech

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more info
Apr 6, 2009 5:14PM PDT

Dear Samsung_HD_Tech

Service company has been really helpful!!! Part needed is AH92-02938A (Assembly PCB). Part order status still pending.

How long do I have to be without an item that I purchased with warranty before I ask for a replacement? Sorry...just venting.

Contacted Samsung and they won't do anything until they have a job report number. Service company say they have ordered the part and have given me the authorization number. Apparently that is not a job report number.

I really appreciate any info and advice.

Thanks
motherducky

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more info
Apr 6, 2009 5:46PM PDT

motherducky,

Don't be sorry for venting. It's frustrating to have a unit in service and then be told that the part isn't available without an estimated time of arrival for that part.

So I would still recommend that you escalate this. They'll either get a part, or make it right. Regular service may require an authorization number, but ECR may not. For ECR, you'll need your transaction number (4001xxxxxx) or (2001xxxxxx) or a similar style of number that you would have received as your case number.

I'm not IN service, so I'm not 100% sure on "accepted" timeframes, but that's my understanding, and why I gave the suggestion I did.

Keep me posted.

--HDTech