Re: Bose Soundlink II around ear wireless: Microphone not working
I wanted to share my experience with these headphones.
I bought mine from amazon.co.uk on 2 April 2019. The package arrived on 5 April. As many posters explained in detail, it also had the microphone threshold problem. Below about 50% of the output volume, the microphone becomes muffled. I also did a few tests by recording my voice at different volume levels. Above 50%, each volume step reveals a different sound quality, some more treble, some with more background noise etc.
I contacted the UK technical support and after the following their standard checklist (update, reboot etc.) over a couple of emails, they proposed to exchange it. Seeing that it would take about two weeks to go through the Bose's own exchange route, I decided to make the return through Amazon which is much faster. My new headphones arrived on 13 April. Exactly the same problem. So either the batch given to amazon.co.uk is faulty, or Bose (for some reason) is deliberately not acknowledging a wide-spread issue.
I then wrote back to the UK technical support, sending a link to this thread. I asked the following three questions:
1. if this is a hardware issue, will you recall this product and offer users replacements?
2. if this is a software issue, when will you have a firmware update to fix this?
3. is this by design?
They answered with:
"Normally, if we have a common fault with a specific model of headphones (multiple reports, calls, and emails) reported by our customer, we will create an update to rectify the issue (if failure is situated with the software) or design/hardware configuration (if failure is with the hardware). Here's what we can suggest to you for the meantime, go with the replacement order and we would have your headphones replaced with a new pair free-of-charge and if the problem still persists with the new unit, we will then create a report ticket and forward it to our engineers for them to create a software update for this microphone issue to be rectified."
The reply sounds like I am the first person to complain about this issue, right? Anyway, I returned my product again, but this time to Bose, and the replacement arrived today, 2nd of May, exactly 1 month after my first order!
Lo and behold, the problem still persists.
If I was told that this threshold was by design, and was given a technical explanation, I could have convinced myself to keep it. If there was any indication that Bose was aware of issues with their products, e.g. acknowledging the existence of their own community forums, I could convince myself that they could fix this issue eventually, maybe through a software update. However, after spending this one month and many email exchanges, I am surprised that the technical support people are not recognising that there is a wide spread problem and I see no indication that this issue is escalated to beyond customer support. With no light at the end of the tunnel, I now highly doubt that this issue will be resolved in time.Needless to say I am very disappointed. I wrote a final email to the technical support to see what they suggest, but I will probably return the item for good before amazon's return deadline.