I’ve read online customer reviews that state Bose noise-masking sleepbuds™ have a power issue. Is that true? If so, have you fixed the problem?
A number of customers have experienced issues with their sleepbuds™ not charging fully and/or powering down unexpectedly. In researching the issue, we learned that while the battery we chose functions safely, it doesn’t work as consistently or predictably as it should to meet our standards, and the issue can’t be fixed. As a result, we have decided to discontinue the product. However, we remain committed to developing innovative solutions to help people sleep.
Why did it take Bose so long to acknowledge this issue?
Due to the nature of battery testing, it took time for us to understand the extent of the issues and why failures were occurring. We believed it would be confusing and unhelpful to communicate about the issue without understanding either its root cause or our ability to address it. Unfortunately, we learned that while the battery we chose functions safely, it doesn’t work as consistently or predictably as it should to meet our standards, which led us to discontinue the product. We apologize that our lack of acknowledgement of this issue while we were working to understand and fix it caused added frustration, especially for customers who contacted us multiple times. Our communications should be better. We also offered unhelpful support information that inadequately responded to some customers’ questions. We sincerely apologize for these failures and the frustration we caused.
Does the product present a safety issue? Is it being recalled?
No. Sleepbuds™ do not present a safety issue and are not being recalled. However, because the battery we chose doesn’t work as consistently or predictably as it should to meet our standards, we have decided to discontinue the product. If your sleepbuds™ are still working fine, we encourage you to keep using them. If you encounter issues, we will continue to provide full support.
What exactly is the problem?
The chemistry, size, energy density, and safety properties of the unique battery used in sleepbuds™ made it the only battery available at the time that could fulfill our ambitious vision for the product. This was a new-to-the-world application of this battery. The additional experience we now have with sleepbuds™ under long-term use, along with the extensive research, experimentation, and testing we did when trying to address customer issues, has led us to learn that while the battery functions safely, it doesn’t work as consistently or predictably as it should to meet our standards. The issue can’t be fixed, and as a result, we have decided to discontinue the product.
I haven’t experienced the issues you are describing. Can I still use my sleepbuds™?
Yes. If your sleepbuds™ are still working fine, we encourage you to keep using them. If your sleepbuds™ become problematic, please contact us, and 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 unit. We expect — but can’t guarantee — that we’ll have enough inventory to offer replacements into early 2020. (Please allow up to 4 weeks for your replacement to arrive.)
What if I experience an issue after December 31, 2019?
You’ll be covered under the product’s two-year warranty, which includes a replacement, if available, or a refund. Please be advised that replacements will be drawn from a limited supply of sleepbuds™ with newly manufactured batteries that are less susceptible — but not immune — to the battery-related issues. We expect — but can’t guarantee — that we’ll have enough inventory to offer replacements into early 2020. If a replacement is not available, you will receive a refund. The process and timeline for your refund will vary by region; please allow at least 4-6 weeks for processing once your returned product is received.
Is Bose giving up on sleepbuds™?
No. We remain committed to developing innovative solutions to help the millions of people who struggle to fall asleep and stay asleep.
I want to keep using sleepbuds™. Will Bose continue support for the Bose Sleep app?
Yes. We are committed to supporting customers whose sleepbuds™ are working properly. We will continue to support the Bose Sleep app through bug fixes and operating system upgrades on both iOS and Android.
My sleepbuds™ are not charging properly (including not charging beyond 48% or 58%) and/or powering down unexpectedly. What can be done to fix the issue?
The issues you’re experiencing have affected other customers as well. In researching these issues, we learned that while the battery we chose functions safely, it doesn’t work as consistently or predictably as it should to meet our standards, and the issue can’t be fixed. As a result, we have decided to discontinue the product. Moving forward, we will do all we can to take care of you:
1. If you want to continue using sleepbuds™, we’ll replace yours 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 4 weeks for your replacement to arrive.)
2. Alternatively, if you prefer, you can return your sleepbuds™ for a full refund through December 31, 2019. (The process and timeline for your refund will vary by region; please allow at least 4 – 6 weeks for processing once your returned product is received.)
3. The Bose Limited Warranty provides additional coverage for sleepbuds™ for two years from the date of retail purchase. Please see https://global.bose.com/warranty for details.