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  1. #1
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    HTL5120 stopped working and won't reset

    I bought the HTL5120 in December 2013 and connected it via the HDMI ARC slot and it worked find for a couple of months and then it just stopped working today. In fact I have had the same problems that other people have had in other threads that you have closed so I am having to open this thread as none of the answers worked.

    When the soundbar is turned on it selects the wrong input (not even connected) and refuses to select HDMI ARC unless you fiddle around turning off and on etc. F Malloy you get it onto HDMI ARC and no sound from the TV comes through.

    So everybody says you have to factory reset which I had tried before even readings forums and it just doesn't work. You press Treble+ volume- bass+ and guess what.....the lights just go up down up but it doesn't reset! it doesn't turn off and on and the lights don't all go out so factory reset doesn't

    So. have a sound bar that is useless unless I use it for streaming from my iPad via Bluetooth. I was very wary about buying this product from philips as I have always had issues with philips products but I thought I would give them another chance - disappointed again.

    If anybody can help get this working again I would very much appreciate it.

  2. #2
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    Dear jdiamond ,

    I'm really sorry to hear of your problems with HTL5120. Since the device is new, I would strongly advise you to contact your dealer to request a replacement or repair under warranty.

    I apologise for the inconvenience caused.

    Kind regards,
    Philips Moderation Team
    Last edited by Philips - Rafal; 02-17-2014 at 11:52 AM.

  3. #3
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    Quote Originally Posted by Philips - Rafal View Post
    Dear jdiamond ,

    I'm really sorry to hear of your problems with HTL5120. Since the device is new, I would strongly advise you to contact your dealer to request a replacement or repair under warranty.

    I apologise for the inconvenience caused.

    Kind regards,
    Philips Moderation Team
    Amazon will not take the faulty goods back after 30 days and said I have to contact Philips which is what I have done. So I need you to help me exchange the faulty goods for a new soundbar.
    Last edited by jdiamond; 02-17-2014 at 08:16 PM.

  4. #4
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    Good morning,

    Which country are you based in?

    Regards,
    Philips Moderation Team

  5. #5
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    Quote Originally Posted by Philips - Rafal View Post
    Good morning,

    Which country are you based in?

    Regards,
    Philips Moderation Team
    I am in the UK

  6. #6
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    Dear jdiamond,

    Can you please pm me your contact telephone number?

    I will arrange for a Consumer Care Team to give you a call.

    Kind regards,
    Philips Moderation Team

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    I have sent you my phone number

  8. #8
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    Dear jdiamond,

    One of the Call Centre Representatives will call you shortly.

    Kind regards,
    Philips Moderation Team

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    Quote Originally Posted by Philips - Rafal View Post
    Dear jdiamond,

    One of the Call Centre Representatives will call you shortly.

    Kind regards,
    Philips Moderation Team
    Errrmmm, no they didn't I had to phone to get a call raised weekend before last and then I had to chase up this weekend - you seem to have an aversion to contacting your customers by phone.

    I have had a promise that I will get a phone call after 3:00 PM today telling me what you are going to do. I am not going to hold my breath.

  10. #10
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    Dear Users,

    There is no active discussion on this topic for quite some time. Therefore, we may close the topic for the moment. In case you want to discuss further, you may start a new topic or send me a PM to re-open the topic.

    Thanks for your understanding in advance!

    Kind regards,
    Philips Moderation Team

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