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remote for sound step recharge not working

david b miller Dec 27, 2015 02:49PM CST

The product is Sound Step Recharge - Model No. SFQ-02LRB. I received it as a Christmas present. My question is this: the physical remote does not work. I switched out the battery and still nothing. Suggestions?

Also, I have some complaints. According to the 'Get Started' manual, the device has an FM receiver but you can only access FM radio by downloading the app. But there is nothing that comes with the product that states there are two apps and/or the specific app to be used (turns out its the blue one). The customer has to figure that out on his or her own. And you don't tell the customer that their phone via the app won't work as a remote notwithstanding the fact that the 'Get Started' says it does. It has to be docked. And again, the customer has to figure that out on their own. My experience was made even more special when I went to the support page, and typed in "remote for sound step recharge does not work." I got 574 hits some of which date back to 2011, and don't even apply to the Sound Step Recharge. Oh and the speaker's sound quality, average. This is my first and probably last (depending on customer service response) with Soundfreaq products.

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Lisa Dec 28, 2015 12:58PM CST SOUNDFREAQ Customer Service Ninja
David, thank you for being a Soundfreaq customer, and I'm sorry to hear you've had such a poor experience with your new Sound Step Recharge.

I understand your concern with the remote app and how confusing it is with two apps. It sounds like the Get Started manual you were given is an outdated one, for our original Sound Step Recharge with the 30-pin. There were a few changes made between the original Step and the Lightning version, including the creation of the second blue app. The original Step used the black app, and the iOS device did not need to be docked to access FM radio. (The change was implemented due to Apple's new restrictions on Bluetooth slave devices.)

For any Lightning model, including yours, we recommend using the Lightning manual:

I understand you find the sound quality average on the Sound Step. We would recommend returning the speaker or exchanging it for a different model with more sound power (I understand the speaker was a gift so returning may not be an option).

We appreciate you taking the time to write with such thorough feedback. Any other questions, please let us know.

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