I have purchased SB500 and BU500 a week ago.
Initial setup seems to stuck forever after you connect soundbar to bose music app.
I tried all of the update scenarios, wiping or not the soundbar 500, resetting it to the factory defaults, trying to set it to the recovery etc.
It just downloads the newest formware (right to left) never really starting the update itself (left to right).
When i send it to the soundbar 500 manually (web interface for wi-fi or direct cable connection) and the newest firmware upload it says "OK it's being updated" for a second and than crashes into error.
I tried every official troubleshooting guide.
At the moment - I have bought $1500 worth soundbar + subwoofer, of which I can only use soundbar via wired or BT sound output without all of the fancy premium stuff bose offered.
Without initial setup via app (which cannot complete neither automatically nor manually) I have got poor sound, no surround, no Google Assistance or Alexa at all.
And the last one - I live in Russia: we only have resellers here and the only service point that will open on Jan 11th, due to holiday season.
This is the experiecnce I have with "premium high end sound appliances". BTW Bass Module never seemed to connect because initial setup for soundbar was never completed.
I'm shocked, really. Worst user experience ever! Even the registration here on the community website works not that smooth.
No emails to start support inquiry!? Are you serious?
How can I contact support via email? I could have called US phone numbers, but it's expensive and I should call at night. And when I call they offer me to use local service representatives.
I even used to reach some Dmitry who said to be a sales director for Russia, but he and reseller who sold them to me say I should go to service and I'll not be able to get a refund for my purchase before they'll need up to 45 days for service check if everything is okay.
I'd like to return the goods and buy myself Yamaha or Samsung of any kind and speng the rest $750 for charity and booze!