Highlighted
Friendly Fanatic
  • 4
  • 22
  • 1
Registered since

Oct 24, 2019

Re: Smart Speaker Firmware Update - Nov 2019

I just purchased SB 700 about 1 month ago and so far so good, no problem with my LG OLED c9 TV.

But seeing a lot of people having trouble with their speakers and bose doesn't solve it quickly makes me anxious.

 

I think Bose should prioritize fixing the concerning problem rather than improving Alexa (facepalm).

And add more improvement to audio technology like more range of Dolby Digital compatibilities so users will be future-proofed and happy in the Bose ecosystem, it's a win-win.

 

Hopefully, bose will hire top-notch developers and engineers to maintain and keep on updating their products for a very long time just like other big tech companies like Apple and Google because Bose is playing in a smart home field now and that kind of tech support is necessary. So it's either Bose make a good ecosystem or people will leave for a better one.

 

I'll sell my bose system and move to another brand that provides that kind of support if bose doesn't give frequent updates and fixes.

Highlighted
Friendly Fanatic
  • 12
  • 65
  • 1
Registered since

Mar 12, 2019

Re: Smart Speaker Firmware Update - Nov 2019

Nothing that bose will not care about us those who spent $ 2000

Back in the summer, they started asking to fix the moments 3 months passed, there is no result.

Since 2018, owners have been asking DEEZER HIFI a year has passed for silence. There is not even a clear answer "WE WILL NOT IMPLEMENT" just silence.

Highlighted
Friendly Fanatic
  • 11
  • 51
  • 0
Registered since

Apr 19, 2019

Re: Smart Speaker Firmware Update - Nov 2019

@Tal81 the HDMI CEC issue has been happening for over a year judging by the other thread

@SyXbiT the support thread is still there....going strong with 512 comments.

 

@Wayne_M  - as mentioned above you need to take some more responsibility and at least admit there is a problem and that you are actively trying to get it fixed. If you can't fix it (and even if you can) you should allow people to return the bar and any accessories they bought to go with it. This equipment is too expensive for it not to work as designed. I assume if you were a normal consumer buying a product and you were having trouble and being told to power cycle it to reset it every day then you wouldn't be happy? That's what is happening to us and it's awful. Telling us to use the optical cable isn't acceptable either. You are going to lose customers and this will affect your reputation. I will never buy a Bose soundbar again. Do the right thing and fix this or allow people to return them. If you are serious about wanting to help then go through the other message thread and contact everyone individually for their details of the issue.

Highlighted
Audible Advocate
  • 3
  • 4
  • 0
Registered since

Nov 8, 2019

Re: Smart Speaker Firmware Update - Nov 2019

Following the threads around the CEC/HDMI/ARC issues, I can confidently say the following....

 

Super disappointing, frustrating and embarrassing. Why embarrassing you ask? Because when we have people over, which we do often, I have to explain the need to unplug my $1600 BOSE Soundbar and Subwoofer to get it to work. Well, that isn't entirely true; I only have to go through that process when I want to use it. Otherwise it looks great sitting there idle.

 

BOSE, you are an absolute mess. Your community support is awful. You have support specialists reply to CEC/HDMI/ARC threads early on and then vanish as frustration heightens because of the impractical workarounds. Your firmware update prioritization is laughable (thanks for improving Alexa; I have a $1600 Alexa speaker. Now can I please use it with my TV without jumping through hoops?). It has been over a year that MANY folks have been having these CEC/HDMI/ARC issues.

 

I am absolutely at awe. The company and product support is the definition of abject; it seems hopeless at this point. 

 

I'll do my very best to steer folks away from your products going forward!

 

Thanks for your time.

Highlighted
Friendly Fanatic
  • 14
  • 21
  • 0
Registered since

Dec 4, 2018

Re: Smart Speaker Firmware Update - Nov 2019

I have an apple tv, Sony tv connected to the soundbar 700. I have reset it a countless times almost every day the last month. More than using it looks like we need to spend more time resetting it and setting AdaptiQ. Does Bose realize what a pain in the ass it is?

 

We don't need your apologies, empathy, sympathy in words, we need it in action. Just fix the **bleep**ing problem. It's been a paper weight so far.

 

And how hard it is for Bose to replace the remote for all users since the light turns off in no time. Can't Bose afford it??

Highlighted
Community Manager

Re: Smart Speaker Firmware Update - Nov 2019

Hello everyone,

 

Apologies for the confusion around this topic. We believe that the 5.0.14 firmware update resolved the issues around HDMI audio introduced in 5.0.12, however, it is still very possible that you may be running into a different issue with your HDMI ARC. We are looking to gather more information from anyone running into HDMI ARC issues with their soundbar on this thread here.

Please visit and post if you are running into issues so that we can pass this information along to our development team.

 

Thanks!

 

Anne

Feel more. Do more. Be more.
New to the community? Check out our Community Guidelines and How to use the Bose Community for helpful hints on getting started.
Highlighted
Friendly Fanatic
  • 10
  • 12
  • 0
Registered since

May 25, 2019

Re: Smart Speaker Firmware Update - Nov 2019

@Wayne_M  - When making the announcement of a new firmware version.  Can you please post the version number of the new version so that we can verify that we have received it or not.

Highlighted
Audible Advocate
  • 6
  • 9
  • 0
Registered since

Nov 5, 2019

Re: Smart Speaker Firmware Update - Nov 2019

>>We believe that the 5.0.14 firmware update resolved the issues around HDMI audio introduced in 5.0.12

 

This shows a massive disconnect between Bose customers and Bose support?

Let's break this down:

- Hundreds of people are very upset about their $1000 speaker not working due to a very specific eARC issue.

- Support believes this specific eArc issue is fixed in the latest firmware.

- Support doesn't think this 'fix' is worth mentioning in the firmware update release notes. It's more important to mention some Alexa change that literally no one asked for.

 

I'm baffled. Utterly baffled.

I haven't even tested if it's fixed, as I've spent the last month with the optical cable connected and don't want to press my luck. I can't handle another call from my wife (while I'm at work) complaining that the Bose soundbar stopped working again.

 

I suspect the answer is no. But has this issue and the huge level of dissatisfaction been escalated to Bose's VP of engineering? Are Bose engineers aware of just how serious this issue it, and how damaging it is to the Bose brand?

Highlighted
Friendly Fanatic
  • 12
  • 65
  • 1
Registered since

Mar 12, 2019

Re: Smart Speaker Firmware Update - Nov 2019


Hi, I was surprised that there is no new version of the firmware that would make sure a successful system update

Highlighted
Friendly Fanatic
  • 4
  • 22
  • 1
Registered since

Oct 24, 2019

Re: Smart Speaker Firmware Update - Nov 2019

Hello sir @Wayne_M , May I know the firmware version number for this new release?

I just want to make sure if I already received it or not.

 

Thank you