Polk MagniFi 2 Help.

apple_scruff

Hi I am new to this forum,
I have had my magnifi 2 for 2 years, and it has never updated its firmware it is still stuck on 001. I have tried everything suggested, reset, connect to Google home, leave it turned on all night, make sure that it's connected to WiFi etc,.
As you can imagine there are on going hdmi problems because of this lack of updates.
Polk's only suggestion is to take it to a service centre and pay to get the firmware, surely it would be easier to download the firmware and update via the MagniFi 2 usb. Is there any way to force it to update?.
Any suggestions are appreciated.

SeleniumFalcon

Hello,
Welcome to Polk's forum. I'll forward your situation to a friend at Polk for suggestions. I might not hear back from him until Tuesday, but I'm sure we can come up with something.

apple_scruff

SeleniumFalcon wrote: »

Hello,
Welcome to Polk's forum. I'll forward your situation to a friend at Polk for suggestions. I might not hear back from him until Tuesday, but I'm sure we can come up with something.

Thanks I hope that there is a solution for this.

SeleniumFalcon

I heard from him this morning. If you contact Polk's CS department (1-800-377-7655) and explain the situation they will replace your unit.

apple_scruff

SeleniumFalcon wrote: »

I heard from him this morning. If you contact Polk's CS department (1-800-377-7655) and explain the situation they will replace your unit.

I am in the UK and the unit is 2 years old, how will this work.

SeleniumFalcon

I'll ask...

SeleniumFalcon

His response:

"That is handled by the UK team, so he still should call CS and have the agent create a case and we can escalate it across the pond."

apple_scruff

SeleniumFalcon wrote: »

His response:

"That is handled by the UK team, so he still should call CS and have the agent create a case and we can escalate it across the pond."

Okay thank you so much for helping me sort this out.

apple_scruff

I received this from Polk,
Thank you for reaching out. For firmware updates and further assistance with your MagniFi 2, I recommend contacting an authorized service center directly. They will be able to provide all the necessary information and support to ensure your soundbar is up to date and functioning correctly.

In the UK, you can reach out to:

Sound Systems Technology
Bentinck Road
West Drayton
Middlesex
UB7 7RQ
United Kingdom
Phone: +44 1895 422244
Visit Website

Please contact them, and they’ll guide you on the next steps.

Kind regards,
Arnaud
Support Denon

apple_scruff

I contacted the above, still waiting for a reply.......

apple_scruff

Still waiting for a reply 😭😭😭

SeleniumFalcon

I'll forward this to my friend and ask what to do next.

SeleniumFalcon

Doyou happen to have a reference number from the contact with CS?

apple_scruff

The email from Polk customer service is posted earlier in this thread

SeleniumFalcon

I believe what they are asking is when you telephoned CS and explained what the situation was they usually sign a case number. This case number would allow them to trace the status of the issue.

apple_scruff

So I received this from Polk,
Thank you for reaching out and providing all the details regarding your Polk Magnifi 2 and the challenges you’ve been experiencing.

I understand the frustration of dealing with this issue, and I want to assure you that I’ve taken the initiative to contact the service center directly on your behalf. They have confirmed that they will respond to your email shortly.

If you have any further questions or require additional assistance while waiting for their reply, feel free to let me know. I’m here to help in any way I can.

Kind regards,
Arnaud
Polk Support

I then received this from a UK based service centre,

Sorry but we do not supply software for updating personal units, due to implications, which can be caused.
You can send the unit to us and we can repair it for you.

Kind regards / Mit freundlichen Grüßen

Tosh Panesar

It's difficult for me to phone Polk as I have a condition that has effected my speech, and may not be able to get an understanding of what I am saying. I cannot see the problem in sending a file for the update???????

SeleniumFalcon

Hello,
I'll forward your post to my contacts at Polk. But, why not send the soundbar to the service center and let them repair it? Seems a reasonable thing to do.

apple_scruff

Because it would not be cost effective, p+p cost of repair, probably less expensive to buy a new one.I am in a wheelchair so everything is more difficult to arrange ,also I was not aware that it needs a repair just a firmware update, I just don't see the problem??

SeleniumFalcon

I'll forward this and send them your email address, I'm sure they'll help.

apple_scruff

SeleniumFalcon wrote: »

I'll forward this and send them your email address, I'm sure they'll help.

Thank you for your time and patience regarding this issue.

SeleniumFalcon

You're welcome, glad to be of help.

apple_scruff

Polk contacted me and told to contact the store I purchased it from, a round and a round.......

apple_scruff

Good news the retailer's repair department are picking it up this Thursday, they will then sort out the firmware updates. Without this thread I just would not have got this far, thank you.

apple_scruff

Latest update is, the retailer (Richer Sounds) service/repair, could not get it to update, so they are sending on to Polk Service tomorrow 5/12/24.
So maybe they will sort it.........

apple_scruff

What a waste of time and effort had sound bar returned to me from Polk engineers via Richer Sounds, B.E.R. Beyond Economic Repair this fault has been with sound bar since the beginning. So still stuck on firmware.001and no way of updating.
This absolutely sucks, not fit for purpose, I can't even sell it on. What do you have to say to that Polk?....

SeleniumFalcon

I'll pass this along, I'm sorry this happened.