A number of customers have reported issues with their sleepbuds™ not charging fully and/or powering down unexpectedly. We have tried to address the battery-related issues our customers have been experiencing. However, we have learnt that while the battery we chose functions safely, it doesn’t work as consistently or predictably as it should to meet our standards. As a result, we have decided to discontinue the product. Sleepbuds™ do not present a safety risk, so we are not recalling the product. We know we’ve let you down and are truly sorry. We understand that our lack of acknowledgment of this issue while we were working to understand and fix it caused added frustration, especially for those of you who contacted us multiple times. For this we sincerely apologise.
We’ll do everything we can to make things right for you:
- We will honour our warranty.
- If you want to continue using your sleepbuds™ but are experiencing problems, we’ll replace them with a pair that has newly manufactured batteries. To be clear, we haven’t fixed the battery-related issues, but these newer units are less likely to be susceptible to problems than an older one. We expect—but can’t guarantee—that we’ll have enough inventory to offer replacements into early 2020. (Please allow up to three weeks for your replacement to arrive).
- If you prefer, you can return your product for a full refund, no questions asked, until 31 December 2019. The process (e.g. cheque, bank transfer) and timing of your refund will vary by region; please allow at least four to six weeks for processing once your returned product has been received.
- Please visit http://worldwide.bose.com/support/sleepbuds for more information or https://worldwide.bose.com/contact to find contact information for service agents in your region.