Termékismertetők

Hello there,

Thank you for considering Sony products.

We appreciate you taking the time to share your feedback and sincerely apologize for the inconvenience you’re experiencing with your HT-Z9F soundbar and subwoofer. We understand how disruptive it can be when the subwoofer fades in and out, especially given your investment in the system and additional back speakers.

To help resolve this issue, we strongly recommend following these steps:

Power Cycle:

Unplug the power cords for the soundbar, subwoofer, and any rear speakers.

Also unplug your TV and any other connected devices (e.g., streaming box).

Wait for 1 to 5 minutes to allow all internal circuits to fully reset.

Plug the TV/source back in first, then the soundbar, followed by the subwoofer and rear speakers.

Firmware Update:

Please ensure your system’s firmware is updated to Version 2.375.

You can download the latest update here:
https://www.sony.com/electronics/support/sound-bars-home-theater-systems-sound-bars-surround-speakers/ht-z9f/software/00289105

Factory Reset:

To perform a factory reset on the main unit:
Press and hold the (power) and – (volume) buttons simultaneously for more than 5 seconds. This will return settings to their initial defaults.

For detailed instructions, please refer to page 78 of the manual or visit:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=ht

We are committed to resolving this issue for you. If the problem persists after these steps, please contact our dedicated support team for further assistance.

You can find all contact options and resources here:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=ht

Best regards,
-Fred

Bonjour,

Merci pour votre commentaire. Nous sommes désolés d'apprendre que vous rencontrez des difficultés avec votre barre de son. Afin de vous aider au mieux, nous vous invitons à suivre les étapes suivantes :

Assurez-vous que votre barre de son dispose de la dernière version du logiciel en consultant le lien suivant : https://cutt.ly/OreBAq5O

Si le problème persiste, nous vous recommandons d’effectuer une réinitialisation complète. Les instructions sont disponibles ici (page: 87) : https://cutt.ly/rreBAaSb

Concernant le branchement avec un home cinéma et afin de vous fournir une assistance personnalisée, nous aurions besoin de plus d’informations sur votre installation. Nous vous invitons à nous contacter via ce lien : https://cutt.ly/dwMXCsJ9

(copiez-collez ces adresses dans votre navigateur).

Hi ChrisBerlin77,

es tut uns leid, dass du Verbindungsprobleme mit dem Fernseher hast.
Stell bitte sicher, dass du die neueste Softwareversion hast: https://cutt.ly/ge70m80w
Da wir mehr Informationen benötigen, empfehlen wir dir, uns direkt zu kontaktieren. Besuche unsere Website, um mit uns Kontakt aufzunehmen: https://cutt.ly/6exW0iJT

Rana @Sony Support DE

Bonjour,

Merci pour votre message.

Actuellement, le format que nous proposons est le seul disponible.

Nous comprenons que cela puisse ne pas répondre à vos besoins, nous nous excusons de cette contrainte.

Nous avons cependant pris en compte votre demande et l'avons transmise au service concerné afin d'étudier la possibilité de proposer d'autres formats dans le futur.

Nous vous remercions de votre compréhension et restons à votre disposition pour toute autre question ou besoin.

Bonjour,

Merci pour votre commentaire.

Si nous pouvons vous aider avec quoi que ce soit, n'hésitez pas à contacter notre assistance.

Nous vous invitons à vérifier ce lien : https://bit.ly/3q1uTau

(Copiez-collez cette adresse dans votre navigateur)

Safwa @Sony Support FR

Hi Ulrich Hertha,

danke für dein Feedback und es tut uns leid, dass der Ton aussetzt. Befolge mal die Anleitung ab Seite 83 DE: https://cutt.ly/04letl1 Solltest du noch Hilfe benötigen, empfehlen wir dir, uns direkt zu kontaktieren. Besuche unsere Website, um mit uns Kontakt aufzunehmen: http://bit.do/fJYmt

Gehad @Sony Support DE

Hi Disappointed Defector, While we are glad to hear that you are happy with the sound quality of your HTZ9F soundbar, we are sorry to hear that you are experiencing issues with the audio cutting out. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, please try the steps on our related article link: https://www.sony.com/electronics/support/sound-bars-home-theater-systems-sound-bars-surround-speakers/ht-z9f/articles/00261630

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

Full Name:
Username:
Telephone Number:
Model Number:
Issue:

Regards,
Carl

Hi Cri33, We're glad that you like the audio quality of your Z9F Dolby Atmos soundbar. With max 7.1.2 surround sound and our Vertical Surround Engine technology, you can enjoy the latest 3D audio formats like Dolby Atmos and DTS:X – with virtual surround sound that seems to come from all around you. It has eARC support to allow you enjoy Dolby Atmos from your compatible streaming providers, bringing a cinematic experience to your home. Thank you for choosing Sony! Erin

Bonjour Pierre,
Merci pour votre commentaire!
Nous sommes désolés de vous lire.
Malheureusement les enceintes SA-Z9R ne sont plus commercialisées et nous n'avons pas d'autres enceintes compatibles avec cette barre de son pour le moment, mais nous vous invitons à garder un œil sur nos réseaux sociaux et sur notre page presse : https://bit.ly/3m1yItY au cas où nous annoncerions l'arrivée d'un modèle de remplacement.
Nous restons à votre disposition si besoin :
https://bit.ly/3q1uTau.
(Copiez-collez ces adresses dans votre navigateur)
Inas@Sony Support FR

Hi Joey707,

Thank you for your review.

We're sorry to learn that you've had such a bad experience with the HT-ZF9 sound bar.

As a manufacturer, Sony strives for the optimal product design while using suitable material aiming for product optimisation and durability.
However, one of the limitations of electronics is that on some occasions products may fail.
Of course, we appreciate your feedback and we'll pass your feedback to the relevant channels for future consideration and development. And once more, we're sorry about any inconvenience.

Regarding the soundbar sound being disappointing, we recommend adjust the sound quality of the modes for the sound bar, check pages 48 to 54: https://bit.ly/3NuceOm.
Make sure that the soundbar is also up to date: https://bit.ly/3ajzwYr.
And you can reset it then test it once more, page 78: https://bit.ly/3NuceOm.

And to find the correct way to setup and connect the sound bar check this link: https://bit.ly/3uHABiP.
You can also check pages 18 to 25: https://bit.ly/3NuceOm.

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

Sawy @Sony Support UK

Hi Kahn74,

That is very unfortunate and we do apologize for the inconvenience. You may contact our Sony Authorized Dealers to check if there's a remaining stock of the optional rear speaker for your soundbar.

https://electronics.sony.com/retailers

If you need further assistance, please email us at socialsupport@am.sony.com with the following details:

Name:
Sony Username:
Model Number:
Issue:
Telephone Number:

Regards,
David

Bonjour STRI92
Merci pour votre commentaire !
Nous sommes navrés de vous lire.
Malheureusement, les enceintes SA-Z9R ne sont plus commercialisées et nous n'avons pas d'autres enceintes compatibles avec cette barre de son pour le moment, mais nous vous invitons à garder un œil sur nos réseaux sociaux et sur notre page presse : https://bit.ly/3m1yItY au cas où nous annoncerions l'arrivée d'un modèle de remplacement.
Si nous pouvons vous aider avec quoi que ce soit, n'hésitez pas à nous contacter :
https://bit.ly/3q1uTau.
(Copiez-collez ces adresses dans votre navigateur)
Inas@Sony Support FR

Bonjour Nico974,
Merci pour votre commentaire !
Malheureusement les enceintes SA-Z9R ne sont plus commercialisées et nous n'avons pas d'autres enceintes compatibles avec cette barre de son pour le moment, mais nous vous invitons à garder un œil sur nos réseaux sociaux et sur notre page presse : https://bit.ly/3m1yItY au cas où nous annoncerions l'arrivée d'un modèle de remplacement.
Nous restons à votre disposition si besoin :
(Copiez-collez cette adresse dans votre navigateur)
Inas@Sony Support FR

Hi thedr, Great! We're very happy to hear you like the excellent sound quality and it works perfectly with your Sony TV. With max 7.1.2 surround sound and our Vertical Surround Engine technology, you can enjoy the latest 3D audio formats like Dolby Atmos and DTS:X – with virtual surround sound that seems to come from all around you. It has eARC support to allow you to enjoy Dolby Atmos from your compatible streaming providers, bringing a cinematic experience to your home. Thanks for choosing Sony! -Sam

Hi Raz Z,

Thank you for the 5-star rating! We're glad you like the sound quality and easy setup feature of the soundbar. With max 7.1.2 surround sound and our Vertical Surround Engine technology, you can enjoy the latest 3D audio formats like Dolby Atmos and DTS:X – with virtual surround sound that seems to come from all around you. It has eARC support to allow you enjoy Dolby Atmos from your compatible streaming providers, bringing a cinematic experience to your home. Thank you for choosing Sony!

Regards,
David

Hi Jstu,

Thank you for your feedback.
We're sorry to learn that you're experiencing difficulties using the soundbar.
Having read your feedback, we would like to be able to offer some assistance, so please don't hesitate to contact us using the details here: https://bit.ly/2VBcJwW. In the meanwhile, we recommend checking the Manual for easier instructions of using the sound bar here: https://bit.ly/33014e8

Hana @Sony support UK

Hi Tonybee 4442, Amazing! We're glad that you are enjoying the sound quality of your Z9F Dolby Atmos soundbar. With max 7.1.2 surround sound and our Vertical Surround Engine technology, you can enjoy the latest 3D audio formats like Dolby Atmos and DTS:X – with virtual surround sound that seems to come from all around you. It has eARC support to allow you enjoy Dolby Atmos from your compatible streaming providers, bringing a cinematic experience to your home. Thank you for choosing Sony! Erin

Hi Pro99,
es tut uns leid, das zu hören. Da wir mehr Informationen benötigen, empfehlen wir dir, uns direkt zu kontaktieren. Die Kontaktdaten findest du unter dem folgenden Link: https://bit.ly/3ceLq0x (kopiere den Link und füge ihn in ein neues Browserfenster ein).
Radwa@Sony Support DE

Hi Golden Nina, Great! We're pleased to hear it works perfectly with your new Sony TV and you love the excellent sound quality this unit delivers. With max 7.1.2 surround sound and our Vertical Surround Engine technology, you can enjoy the latest 3D audio formats like Dolby Atmos and DTS:X – with virtual surround sound that seems to come from all around you. It has eARC support to allow you to enjoy Dolby Atmos from your compatible streaming providers, bringing a cinematic experience to your home. Thanks for choosing Sony! -Sam

Hi,

Thank you for your review.
We're glad to hear that you're enjoying your soundbar, and hope you continue to enjoy it for years to come. We're delighted to keep you as one of our loyal Sony family members.

We recommend checking the startup guide to get the best out of the soundbar using the HDMI cable: https://bit.ly/3uHABiP.
Also, you can use the operating instructions to learn more about the soundbar features, and different sound modes and how to enable it: https://bit.ly/3NuceOm.

If you need any assistance in the future, you can contact us using this link: https://bit.ly/2NwYLXL.

Sawy @Sony Support UK

Hi,

Thank you for your review.
We're glad to hear that you're enjoying your soundbar, and hope you continue to enjoy it for years to come. We're delighted to keep you as one of our loyal Sony family members.

If you need any assistance in the future, you can contact us using this link: https://bit.ly/2NwYLXL.

Sawy @Sony Support UK

Hi Madscot,

Thank you for your feedback.
We're glad to hear that you're enjoying your soundbar.
We hope you will continue to enjoy it for many more years to come!
We'll make sure to pass your feedback about the Dolby Atmos effect through the proper channels for future consideration.
If you need any assistance you can contact us using this link: https://bit.ly/2NwYLXL.

Hana @Sony UK

Hi Höfer,

vielen Dank für dein Feedback. Wir leiten es gerne weiter, damit es berücksichtigt wird. Da wir mehr Informationen
über das Problem der Rear-Lautsprecher benötigen, empfehlen wir dir, uns direkt zu kontaktieren. Die Kontaktdaten findest du unter dem folgenden Link: http://bit.do/fMnKn.
(Kopiere den Link und füge ihn in ein neues Browserfenster ein).

Hadir @Sony DE

Hi Thinair, We regret to hear you are having an issue with your Sony soundbar. This is definitely not the customer experience we want you to have.

One of the best ways to isolate and resolve any possible software-related issues is by updating the firmware of the unit: https://www.sony.com/electronics/support/sound-bars-home-theater-systems-sound-bars-surround-speakers/ht-z9f/downloads. Please make sure the cable/s are connected securely with this soundbar and your connected device/s. To further isolate this issue, we can follow the suggestions from this link: https://www.sony.com/electronics/support/res/manuals/4727/d3668cdaf4f83107b52ee9bdb84fa5a0/47275331M.pdf (pg 70). 

Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:
Name:
Sony website Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Vincent

Hi BHFFS, we are sorry to hear that the subwoofer cuts out. This is definitely not the experience we'd like you to have with our products and services. We'd love to help troubleshoot your problem and turn this into a better experience.

To start, please try following the steps below. https://www.sony.com/electronics/support/sound-bars-home-theater-systems-sound-bars-surround-speakers/ht-z9f/articles/00200429

It seems that you've already called to report the issue. We'd also love to know more details as to what happened when you called our support.

Please email us at socialsupport@am.sony.com with the following details:

Name:
Sony.com Username:
Model Number:
Issue:
Case ID if there's any:
Telephone Number:

Sincerely,
Erin

Hi PaulDart,

Thank you for your feedback.
We're glad to hear that you're enjoying your soundbar, and for more years to come.
If you need any assistance you can contact us using this link: https://bit.ly/2NwYLXL.

Hana @Sony UK

Bonjour Pfpf,
Merci pour votre commentaire !
Concernant l'effet Home cinéma, nous allons transmettre votre observation au département concerné.
Pour les réglages, vous pouvez consulter le mode d'emploi afin de vous faciliter l'utilisation de l'appareil :
https://bit.ly/3AtzCWh.
Merci pour votre fidélité.
Inas@Sony FR

Hi DJAW,

Thank you for your feedback.
We're glad to hear that you're enjoying your soundbar, and for more years to come.
We'll make sure to pass your feedback about the speaker through the proper channels for future consideration. If you need any assistance you can contact us using this link: https://bit.ly/2NwYLXL.

Hana @Sony UK

Hi oramac69,

You made the right choice with the Sony HTZ9F! We're glad that you are enjoying the sound quality. With max 7.1.2 surround sound and our Vertical Surround Engine technology, you can enjoy the latest 3D audio formats like Dolby Atmos and DTS:X – with virtual surround sound that seems to come from all around you. It has eARC support to allow you enjoy Dolby Atmos from your compatible streaming providers, bringing a cinematic experience to your home. Thanks for choosing Sony!

-Ralph

Bonjour Thomaspeed,
Merci pour votre commentaire !
Nous sommes ravis de vous lire.
Pour Airplay et le virtuel, nous allons transmettre votre observation au département concerné.
En ce qui concerne les enceintes arrière, malheureusement les enceintes SA-Z9R ne sont plus commercialisées et nous n'avons pas d'autres enceintes compatibles avec cette barre de son pour le moment, mais nous vous invitons à garder un œil sur nos réseaux sociaux et sur notre page presse : https://bit.ly/3m1yItY au cas où nous annoncerions l'arrivée d'un modèle de remplacement.

Nous restons à votre disposition si besoin :
https://bit.ly/2oCYGVR
(Copiez-collez ces adresses dans votre navigateur)
Inas@Sony FR