Product Reviews

Hi Carolo3,

Thank you for considering Sony products.

We sincerely apologize for the inconvenience and disappointment caused by your HT-S400 soundbar not turning on after only six months of use. We understand how frustrating this situation is, especially given the cost and effort involved.

We would like to look into this further and see how we can help resolve this situation, even considering the shipping concerns you mentioned. To help us find a solution, please reach out to us directly so we can escalate your case.

To assist us in gathering more information and to work together towards a solution, please reach out to us via email at socialsupport@am.sony.com. We kindly ask that you include the following details in your message:

Name:

Sony Username:

Model Number:

Description of the Issue:

Telephone Number:

Thank you for your patience and for giving us the chance to make this right. We look forward to hearing from you.

Best regards,
-Fred

Hi there,

We are glad to hear that the overall quality of the HT-S400 sound system initially met your needs and expectations. We apologize that you are now experiencing the subwoofer cutting out periodically. This can often be fixed by performing a manual link between the soundbar and the subwoofer, as this forces a fresh, stable wireless connection. You may also want to ensure your soundbar's software is up-to-date. For the step-by-step instructions on Connecting the Subwoofer Manually and checking for firmware updates, please refer to the official support page here: https://www.sony.com/electronics/support/sound-bars-home-theater-systems-sound-bars-surround-speakers/ht-s400/manuals. If the issue persists after these steps, please contact our product support team for further diagnostic assistance: https://us.esupport.sony.com/support/s/support-contact?language=en_US

Thanks for choosing Sony.

Best regards,
Eliab

Thank you for sharing your feedback and for choosing Sony, DNMH. We're truly sorry to hear about your experience with your HT-S400 sound bar and understand how frustrating it must be when a product fails outside the warranty period. We appreciate you taking the time to detail your concerns about the repair process and reaching our support team.

Please know that Sony provides a one-year limited warranty on sound bars, including the HT-S400, covering manufacturing defects during this period. After the warranty expires, repairs are offered as out-of-warranty services. In many cases, Sony may offer to cover a portion of the repair cost as a gesture of goodwill, though components such as shipping, estimates, and packaging are typically the customer’s responsibility. This policy ensures that we're able to maintain service support options for our customers beyond the warranty period.

We understand your frustration regarding the difficulty in contacting customer service and finding support hours. Your feedback is important and we regularly review our support processes to make it as easy as possible for customers to get help. Support contact information and operating hours are available via the Sony support website (https://us.esupport.sony.com/support/s/support-contact), and you can always reach out via phone, online chat, or our authorized servicer network for assistance.

We sincerely regret that your experience did not match our intentions to provide helpful, efficient service. If you still need assistance or would like to discuss your situation further, please contact our customer relations team. We're here to help in any way we can.

Thank you again for your valuable feedback.

Gus, Sony North America Customer Support

Hi,

Thank you for your feedback.

We're sorry to hear that the HT-S400 quality isn't up to your liking, and that you're having a sound issue with your sound bar. This is not the norm, as we always strive to deliver the best quality possible.

You can reduce the BASS level by pressing the (BASS -) button on the remote control.

If the issue remains, try the steps below and test again:
1. Disconnect the AC power cord (mains lead) from the wall outlet (mains) and then reconnect after several minutes.
2. Make sure that the sound bar is updated: https://cutt.ly/EraDIpU6
3. Connect the sound bar to the TV through HDMI cable instead of Bluetooth by following the steps in the "Listening to a TV Connected with an HDMI Cable (ARC) or Optical Digital Cable" section on page 1 here: https://cutt.ly/braDPa4R
4. If you're already using HDMI connection, disconnect the cables that are connected between the TV and the speaker system, then connect them firmly again.
5. When the speaker system and TV are connected with an HDMI cable only, check that the HDMI jack of the connected TV is labeled with “ARC.”
6. Set the digital audio out setting of the TV (BRAVIA) to "PCM".

In case the issue persists, reset the sound bar by following the steps in the "Resetting the Speaker System" section on page 2 here: https://cutt.ly/braDPa4R

Moreover, if you need any further assistance, please do not hesitate to contact us using the details here: https://cutt.ly/heoRCkdW

Menna @Sony Support UK

Hi RD5044,

Thank you for the 5-star rating! We're glad to hear that you like the sound quality of your new Sony soundbar. Thank you for choosing Sony!

-David

Hi darleneezeh,

Thank you for your feedback.
We're glad to hear that you're enjoying your sound system.
We hope you will continue to enjoy it for many more years to come!
Regarding the bass, we recommend checking the manual on the link below explaining how to adjust the bass level:
https://cutt.ly/Tw02dB98
If you require any assistance, you can contact us using this link: https://cutt.ly/q8P6ehW, (Copy and paste the link in your browser).

Hana @Sony support UK

Hi tedd,

Thank you for your feedback.
We're glad to learn that you're enjoying your device, and for more years to come.
We recommend adjusting the bass using the remote as described here: https://bit.ly/47lHclL
If you require any assistance, you can contact us using this link: https://bit.ly/2NwYLXL.

Hana @Sony support UK

Hi silvatek,

Thank you for your review.

We're glad to hear that you're enjoying your soundbar, and sorry to learn that you're facing issues with the touch controls and other operations for the soundbar.

We recommend making sure that the soundbar is running the latest firmware version based on the version currently installed on the unit: https://cutt.ly/bwq0RIIF & https://cutt.ly/Vwq0RBvb.
And you can learn about the audio settings and modes you can choose and adjust using this manual: https://cutt.ly/Gwq0YXoC.
Rest assured, we'll pass your feedback to the relevant channels for future consideration and development.

If you need further assistance you can contact us using this link: https://bit.ly/2NwYLXL.

Sawy @Sony Support UK

Hi,

Thank you for your review.
We're sorry to hear that your HT-S400 is randomly turning itself off, this is not the norm as we strive to deliver the best quality ever. Having read your feedback, it seems that the device needs to be booked for a service, so please don't hesitate to contact us using the details here to be able to help:https://cutt.ly/X2x1D7u

Omnia @Sony Support UK

Hi Leroy,

Thank you for your review.
We're glad to hear that you're enjoying the sound quality of your HT-S400 and hope you continue to enjoy it for years to come. We're happy to welcome you into the Sony family!
Rest assured, your feedback has been raised to the relevant channels for future consideration and developments.
If you need any assistance in the future, you can contact us using this link: https://bit.ly/2NwYLXL

Omnia @Sony Support UK

Hi,
Thank you for your review.
We're glad to hear that you're enjoying your Sony HT-SD40 and we're sorry to hear that you're unable to use the Bluetooth to connect it to your phone. We recommend making sure that your Soundbar is running on the latest software version from this link: http://bit.do/fVhR7.
In order to listen to music by pairing with a mobile device, you'll need to pair the speaker
system and mobile device by using the BLUETOOTH function by:
1 Press and hold (BLUETOOTH) on the bar speaker for 2 seconds.
2 Make sure that the BLUETOOTH indicator on the bar speaker flashes twice repeatedly in blue and [PAIRING] appears in the front panel display.
3 On the mobile device, search for the speaker system by performing the pairing operation.
4 Pair the speaker system and mobile device by selecting “HT-SD40” from the list on the screen of the mobile device.
5 Make sure that the BLUETOOTH indicator on the bar speaker lights in blue and [BT] appears in the front panel display
6 Start audio playback with the music app on the connected mobile device.
If the issue persists, kindly reset the speaker system by:
Press and hold (power) and – (volume) on the bar speaker for more than 5 seconds [RESET] will appear on the display
Disconnect the AC power cord (mains lead).
Connect the AC power cord (mains lead), then press  (power) to turn on the speaker system.
If you need any assistance in the future, you can contact us using this link: https://bit.ly/2NwYLXL

Elshahat @Sony Support UK