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Bluetooth reception

Tim May 30, 2015 12:25PM CDT

I just recieved my Sound Kick directly from you guys. After charging for 12 hours and pairing with multiple devices, and locating in different areas of the house, the sound stops when moving the iphone or samsung devices beyond 12 inches. I request to return this device immediately.

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Lisa May 31, 2015 12:29AM CDT SOUNDFREAQ Customer Service Ninja
Tim, thank you for being a Soundfreaq customer, and I'm sorry to hear you are experiencing such poor Bluetooth range on your new Sound Kick. Was you order number #1689?

If so, please know we do offer replacements for defective units. What we can do is send you a replacement unit, with a FedEx prepaid label included. Once you receive the replacement, please make sure it resolves the issue before returning your current unit with the included label.

You are also welcome to return your speaker completely for a refund, instead of a replacement. If so, we will email you a FedEx prepaid label for you to affix on your current unit.

Please do let us know how you'd like to proceed, and we apologize for the inconvenience. Any questions, please let us know.
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Lisa May 31, 2015 12:29AM CDT SOUNDFREAQ Customer Service Ninja
Tim, at your convenience, please also let us know the serial number located on the bottom of your speaker on a white barcode sticker, thanks.
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Joe VAlentino Sep 22, 2015 02:26AM CDT
New Soundfreaq right out of the box, charged overnight (green light)... no bluetooth device shows up on my iPhone or mac. selecting bluetooth input of course on the unit.

serial# 130601682

on/off multiple times it is not discoverable.

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Lisa Sep 22, 2015 02:27AM CDT SOUNDFREAQ Customer Service Ninja
Joe, thank you for being a Soundfreaq customer, and I'm sorry to hear you are experiencing pairing issues new out of box.

Please do let us know which model you purchased, and from where so we can set you up with a replacement unit if necessary.

I understand "Soundfreaq" is not showing up under Bluetooth > Devices on your iPhone. Does the indicator light on the speaker still blink rapidly when you press Pair?

Regardless, please do send us a private inquiry with your shipping address and the information requested above.

Thank you for your patience, and I apologize for the inconvenience. Any questions, please let us know.
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Joe Valentino Sep 24, 2015 07:05PM CDT
I got it to pair by doing the following.

Selecting BTooth on my iPhone, turning on the SoundFreaq selecting pair button (lights flash) and using the remote to cycle through the inputs until it reached BTooth, Selecting the Bluetooth button on the unit manually would not work.
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Lisa Sep 24, 2015 07:08PM CDT SOUNDFREAQ Customer Service Ninja
Joe, glad to hear you found a workaround by using the remote, that is quite clever. I believe this confirms that the source buttons on the speaker is not working as it should, and while you have found a workaround, we are happy to replace the speaker for you.

If you'd like to proceed, please just send us a private inquiry, and let us know which model Soundfreaq you own.

Thanks again for taking the time to work with us.

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