Bests & Worsts Reviews from Amazon

I can't add or refute praise buyers have posted for this soundbar system's audio fidelity and quality. After all, it was picked by CNET to receive the 'Best Product of CES' award at this year's Las Vegas "Consumer Electronic Show". I've waited since January to buy it, and finally, it became available locally at one of the discount box stores near me. But, I can tell you, the unit I purchased was not ready for prime time, as several others have pointed out in their reviews. Recent reviews give me more hope. One reviewer said, "..the first unit I had would go silent when changing channels while using cable. Probably due to audio format changes between hd and regular channels but not sure. I would then have to turn the sound bar off then back on to get sound.", he said. Folks, that was an understatement. After a pretty easy set up and using only the optical cable link from my optical output of my large flat screen Samsung to the soundbar, I immediately heard a dramatic difference in sound quality when compared with my older Vizio 2.1 system that had performed well despite it's inherent limits. Then, using my whole system Logitech remote, I switched from a live cable program source in HDMI 1 to my Blu-Ray device. So far, so good. That is until I skipped DVD chapters or fast-forwarded the DVD. The audio dropped out and would not return unless I rotated through the various inputs to re-initialize the audio in the "optical" input on the Vizio remote. No amount of tries or even DVD changes would prevent this. Next, I tried switching to the HDMI input for the Roku streaming device, but any fast-fowarding of video of a movie in progress suffered the same audio loss, no matter if I used Amazon Prime content or Netflix. I called Vizio customer service and the representative had me go through setup and connectivity to be sure the problem wasn't caused by me. He claimed he was unaware of any such issue, put me on hold to check his tech bulletins or reports, then came back on the line to tell me he couldn't find any reported instances of this problem. Then, in a step I hate, he proceeded to find fault with my brand of TV (as opposed to a Vizio large screen TV, which he said contains a circuit that allows consumers to change the audio phase delay and compression format. Right answer, they prefer PCM..or pulse code modulation). Now, I'm a life-long broadcaster and electronics buff, schooled in PCM audio and much more. So, I knew he was putting me on the E-ride at Disney World. His answer, I felt, was designed to blow off a serious Vizio model defect. It was similar to experiences I'm sure we all have had with PC manufacturer tech support "experts" who when they reach the limits of their knowledge or troubleshooting, claim the problem lies with your PC software or operating system. I reminded him Samsung is the world leader in flat screen product sales, in ratios of up to 9-1 over competitors (probably wider for Vizio sales). He had no answer for that, and he asked to again place me on hold to "check with his manager". And, "Eureka", he came back with the revelation that a firmware fix was needed and due out, but he didn't know when. He then admitted there was a defect and quoted the exact issue from "what his manager told him". He wouldn't budge on my suggestion to replace the unit as another reviewer said was done in his case. When I told him that's an offer one Amazon reviewer received as good customer service, he said they did replace some in early cases before a firmware upgrade was developed. I said that when a customer purchases his company's products they expect it to work and if it doesn't, to not have to tie up good money for a poor experience until a solution or fix is found, which presently has no target date. Now, his attitude went from authoritative to meek, and he was flummoxed when I asked how would I ever know when the firmware upgrade was available. Of course I knew Vizio wouldn't send me a message by taking my name. You have to check..daily, weekly or maybe until eternity. Of course, I returned the unit back to the point of purchase and cautioned the store clerks they might see more returns. I suspect this huge discount store chain bought this batch under an early contract for some of the first units to roll out of the factory. I am a faithful and constant Amazon customer. Amazon stock may be of a later vintage, but at the time, the discounter I purchased from had a significantly better price, including local sales tax. Vizio, if you are monitoring customer feedback, may I suggest you add some employee training on candor, and admit upfront there are problems with firmware early versions of this model. It's the only way to become truly mainstream as this product far and way produces great sound and solves a common problem with inexpensive soundbars with wireless bass only that can't produce room-filling 5.1 sound and eliminate wires to satellite speakers from the soundbar or amp. To potential buyers: Be sure to check out your purchase thoroughly and return it asap if you have these symptoms, or if you experience similar problems, check to see if the firmware upgrade has become available. I'm impressed enough that I'll wait to buy this model from Amazon after a decent interval in the hope I'll get a later version that has had a firmware change or upgrade. Normally, if you report any malfunction to Amazon within the specified time, you'll be treated right, but, note the Amazon disclaimer on this product, "This item is non returnable". What prompts Amazon to make this caveat? What does it know we don't, or have they had to eat the return costs too many times for defective units? And congratulations to those who made the choice and got a defect-free unit. I'll upgrade my rating level after I purchase a newer model version. UPDATE: 9/7/2013: Vizio has finally acknowledged and reacted to complaints by adding a firmware update to address this problem. Here is an excerpt from the Vizio website: "Firmware update version 1017 for the VIZIO S4251w-B4 Sound Bar. Download and follow the instructions below to update your S4251w-B4. This update addresses audio dropout on some units when changing channels using your Cable or Satellite Set Top Box. If you do not experience this issue, it is not necessary to update your sound bar." Nonetheless, I'll upgrade my rating by one-star but not amend my overall description of the problem in the interest of alerting buyers who purchase remaining stock with this problem. I am encouraged now to the point I will repurchase the unit. It is great sound for the money. Update: 10/6/2013 I'm updating my rating one level to 4-stars now that I have repurchased this model. So far, it is glitch free but I have the Vizio website download file for the firmware fix on a USB thumbdrive in case it's needed. Can't rate it perfect because the buyer shouldn't experience this with a new product and then have to arm-wrestle the U.S. customer service rep until he finally admits they knew of the glitch all along and there will be a fix at an as-yet undetermined date -- despite the fact, you now have their unusable product and a debit on your credit card. Until confronted, he was perfectly satisfied to let me end the conversation with his apology that I had a bad experience and to send it for repairs under warranty. Show more respect for your customers, Vizio. Update: 2/11/2014 - Be sure to visit the Vizio website and download and install the latest firmware upgrade. Should fix problems with earlier versions of this model if switching between peripheral inputs such as DVD, SmartTV sources (Netflix, Amazon Prime, etc) and DVD players and main TV or HDMI source for your cable set-top box and DVR AND the soundbar can't find audio. From Vizio support site: "Firmware update version 1017 for the VIZIO S4251w-B4 Sound Bar. Download and follow the instructions below to update your S4251w-B4. This update addresses audio dropout on some units when changing channels using your Cable or Satellite Set Top Box. If you do not experience this issue, it is not necessary to update your sound bar."