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Tockly

339 posts

Ultimate Geek


  #2392562 15-Jan-2020 12:49
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Update time:

 

The tech has just been and had a knowing look on his face when I described the issue. They have taken the TV away to test in their workshop. Depending on what they find they will either replace the mainboard and try again with my Sonos or if still not working then the TV is likely to be replaced, but once again will believe that when it/if happens!!

 

I supplied them with the transcripts of my discussions with Sonos and what Sonos had found in the diag report I sent. They also didn't look shocked when I said I have tried the Sonos on another C7 with the same results.

 

But OMG I'm now using an old 32inch Panasonic in the LGs place. It looks so small....





 


 
 
 

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eracode
Smpl Mnmlst
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  #2392566 15-Jan-2020 13:20
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What time-frame have they indicated now for getting back to you?





Sometimes I just sit and think. Other times I just sit.


  #2392570 15-Jan-2020 13:32
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Tockly:

 

But OMG I'm now using an old 32inch Panasonic in the LGs place. It looks so small....

 

 

Gotta laugh at that it would be like bloody hell I need a telescope to see it , You will adjust and just think when you get either your's or a new one back it will be like OMG it is so big and will be like having it for the first time all over again hahaha.





Ding Ding Ding Ding Ding : Ice cream man , Ice cream man




Tockly

339 posts

Ultimate Geek


  #2392585 15-Jan-2020 14:12
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eracode:

 

What time-frame have they indicated now for getting back to you?

 

 

The standard 5-7 working days.

 

I'll ping them next week if I haven't heard anything.





 


Tockly

339 posts

Ultimate Geek


  #2392586 15-Jan-2020 14:15
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JaseNZ:

 

Gotta laugh at that it would be like bloody hell I need a telescope to see it , You will adjust and just think when you get either your's or a new one back it will be like OMG it is so big and will be like having it for the first time all over again hahaha.

 

 

I feel like I'm watching from the next door neighbours!!!





 


Tockly

339 posts

Ultimate Geek


  #2405374 23-Jan-2020 16:39
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Update time:

 

TV has just come back from the repairers and it still doesn't work. They replaced the main board in the TV with a brand new one.

 

So they have taken both the TV, the Sonos Beam and all my cables away with them to test. They started making noises about that it was a Sonos sound bar and not an LG one, at which point I mentioned that HDMI ARC is an open standard and "should" work with every device. Think they figure out pretty quickly I have done my homework!

 

I also showed them that the Sonos works via the Optical so there isn't anything up with it and they agreed with that. And also that the Sonos app identifies the TV as being an LG so is obviously communicating in some fashion, just no audio across the HDMI.

 

 





 


Malpaso
52 posts

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  #2405429 23-Jan-2020 17:14
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Thanks for the update; so by my reasoning add Bose to that list that has the same problem with the LG electronics. Hard to believe considering the $ involved.




eracode
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  #2405442 23-Jan-2020 17:47
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Only one step to go - they need to replace your C7 with a C9. Seriously. As I mentioned earlier, Beam works with our C8 on ARC and there’s no reason to believe that Beam wouldn’t work with a C9.





Sometimes I just sit and think. Other times I just sit.


Handle9
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  #2405478 23-Jan-2020 19:19
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LG really seems crap with ARC. My 2017/2018 LCD has the same problems with my Yamaha Soundbar.

 

It worked for a while and then just stopped over ARC. Fortunately optical is OK.


Tockly

339 posts

Ultimate Geek


  #2408065 28-Jan-2020 12:39
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Update time:

 

Sigh. Just had a call from the tech and they have tested my TV using a Samsung HW-J551 Soundbar and it works!!! While this is great doesn't really help me with my Sonos. But as expected they're now saying there's nothing wrong with the TV so as such are dropping it back.

 

If they had said it worked with an LG soundbar I would have argued the point, but little hard when it's a completely different manufacturer.

 

Guess I can try contacting Sonos again and see what they say! But it's rapidly looking like I am completely out of luck here. 

 

Oh well might just have to put up with the less than ideal Optical setup and be done with it. Not the outcome I was hoping for.





 


Dunnersfella
4067 posts

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  #2409402 28-Jan-2020 22:58
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If you're set on ARC, send the Sonos back and either try a replacement model OR get another brand.

 

'Settling' aint gonna teach anyone anything or get them to alter their software.

 

 


Tockly

339 posts

Ultimate Geek


  #2409831 29-Jan-2020 19:35
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Update Time: (Again)

 

So after spending just over an hour on the phone to a very helpful lady from Sonos looks like a replacement unit is on it's way to me. :-)

 

The Sonos support were O for Oarsome. Really really helpful, listened to my responses and things that I said. They opened a TeamViewer session to my iPhone where I could show them the error messages, turned on my camera so they could confirm the TV settings and were generally very helpful. Big ups to Sonos.

 

They also understood my concern about each vendor blaming the other and the fact that I have invested a few dollars in both the TV and Beam so just wanted it to work!

 

Since the call I have had an email confirming what we discussed and that the Returns Team would be in touch.

 

Completely different experience than that from LG, where I had to fight for everything, including being heard by the call taker.

 

Feeling better that a resolution maybe at hand. Fingers crossed.





 


eracode
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  #2421645 16-Feb-2020 09:36
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@Tockly Interested to hear whether you got this sorted.





Sometimes I just sit and think. Other times I just sit.


Tockly

339 posts

Ultimate Geek


  #2421938 16-Feb-2020 19:36
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@eracode Still waiting for the replacement unit to arrive.

 

I've been travelling a bit lately so took me a while to get mine sent back. Hopefully the replacement will be here this week

 

I'll keep ya posted.





 


Tockly

339 posts

Ultimate Geek


  #2425323 22-Feb-2020 11:24
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Hey all,

 

So the replacement Beam has just arrived, well it was here yesterday but I was still in Auckland....

 

Anyway, just went through the setup process, with no expectations that anything would work...... HOWEVER.... Everything now works as expected. It detected the ARC signal and out came some glorious sound from the Beam. Happy camper much!!!

 

So the up shot seems to be that the Beam was the issue after all!! But was interesting that the TV Repair company did say there was a fault with the Main Board of the TV.

 

So almost two months later I have a fully working system :-)

 

Thanks for all the suggestions and support while I worked through all of this.





 


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