Help with Widex TV Play

We just got a Widex TV Play and am having some issues with it. When watching MSNBC Ari Melber ( or just about any news station) everything works great. On shows that have background noise ( music etc.) M hears an s like hissing and background noise that is just a jumble of noises. We have tried a number of settings and called the manufacturer to no avail. We are considering that we got a faulty unit. Right now we would like any feedback.