Thank you for posting and welcome to the Bose Community. Sorry to read that you are having some issues with your headphones, let's look into this further.
Can you please confirm the steps that you attempted to perform a factory reset as this isn't something that exists with this model of the headset.
Please, can you also connect the headphones to a PC and visiting our Bose Online Updater to see if the website is able to recognize the headphones at all?
I look forward to hearing back from you with the results of the steps above.
Hector B - Community Support
1) the steps from your Bose.com website that I followed were:
2) They had the 1.3.1 firmware on them. I connected them to a PC and visited your Bose Online Updater but the website did not recognize them, at all.
Thanks for getting back to us regarding this.
At this point, what I would suggest is that you reach out to your regions Bose product support team for further assistance. We can be contacted via clicking this link and selecting your region, this will redirect you to our website. Please scroll to the bottom of the website and there you will find a 'Contact Us' tab, this will provide you with all the relevant contact information for your country. An agent here will be more than happy to get this resolved for you.