Lead Community Manager

Sleepbuds Discontinuing Discussion

Hey Sleepbuds Community,

 

Please keep all questions and comments related to announcement of the discontinuation of Sleepbuds to this thread. New threads specifically around the discontinuation of Sleepbuds will be closed or merged into this thread.

 

We will do our best to answer any questions you may have. Please make sure to view the FAQs here and at the bottom of this post before posting.

 

For the official announcement, please visit here.

 

As a reminder, you can return your sleepbuds for a full refund until December 31, 2019. 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.

 

Thank you for your support!

Wayne M

 

FAQs

 

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 that 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. That 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 2-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 fine. We will continue to support the Bose Sleep app through bug fixes and operating system upgrades on both iOS and Android platforms.

 

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 that 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.
191 REPLIES 191
TOMike
Audible Advocate
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Aug 8, 2019

Re: Sleepbuds Discontinuing Discussion

Can I return to the Bose store that I bought it from for a refund or does the refund have to be processed online?

SD.1990
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Apr 10, 2019

Re: Sleepbuds Discontinuing Discussion

What happens if the sleepbuds stop working after the 31st of December? 

 

I am kind of dependent on them, and do not prefer to return them (just yet). 

 

However, I am on my 4th pair already, so what are the chances that they do keep working? 

c3ll4r_d00r
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Oct 12, 2018

Re: Sleepbuds Discontinuing Discussion

THANK YOU BOSE FOR (FINALLY) A FULL ACKNOWLEDGEMENT AND APOLOGY FOR EVERYTHING I'VE BEEN SAYING FOR ALMOST A YEAR.

 

APOLOGY ACCEPTED.

 

(PLEASE COMMUNICATE MORE IN FUTURE THOUGH AS THIS HAS DRIVEN PEOPLE MAD..)

 

SLEEPBUDS WAS A GREAT IDEA BUT I AM HAPPY TO NOW REQUEST MY REFUND.

 

SIGNING OUT.

chama98
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Mar 16, 2019

Re: Sleepbuds Discontinuing Discussion

To be honest this makes me angry! You only have the product which was launched for a year and yet, you are discontinuing the product! Can I suggest that instead of this drastic action why not change the battery to something which is good? If you think the present battery is or has been reported that there are issues with it. 

 

I also presume you will not be updating the app anymore? Are there any plans to have some new masking sounds or again has this been shelved as well?

 

You as a company Bose are in my way far more advanced through research and technology then your competitors! 

 

I really think you are onto a winner with this product and I don't see the justification in throwing that all of that away. I really do think you should reconsider and at least have a design change if you think that would help.

thescot123
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Aug 22, 2019

Re: Sleepbuds Discontinuing Discussion

Yes, got my first replacement pair and so far so good. for me the issues started after updating the buds. With this replacement pair, I am just ignoring the update and so far so good. Like most of us light sleepers, we rely on these buds for a good quality sleep. It is sad that Bose has given up on this product. Not too sure if I want to do the refund process unless they let us keep what we have. Can't sleep without them.

 

Did see that there is a Finnish company making a similar product called QuietOn. May look at them at a later day when these ones break. 

LizPDX
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Feb 14, 2019

Re: Sleepbuds Discontinuing Discussion

I love my sleepbuds, even with the issues I've had (beeping occasionally at night). Last week, the little piece of magnet which keeps the sleep bud attached to the charger disappeared. I still wear them and use them without the sound and they still work okay. I can't sleep without them. They have been life changing, since both my dog and my husband snore. They are comfortable. Here are my questions related to the discontinuation:

1. Are they safe to use? The only concern I have had with these is I have noticed an occasional ringing in my ears during the day that I didn't have before. It hasn't really bothered me, and I would take that over not sleeping, but wanted to be sure that the discontinuation isn't due to safety issues.

2. Can I still purchase the product from you?

KernelAgainstTheWall
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Jul 1, 2019

Re: Sleepbuds Discontinuing Discussion


@chama98 wrote:

I really think you are onto a winner with this product and I don't see the justification in throwing that all of that away. I really do think you should reconsider and at least have a design change if you think that would help.


I agree with this - I really like my sleepbuds and have not slept this well in years. Bose's message does say that they plan to continue research, and they are "committed to making our vision a reality". Hopefully that means they will solve the battery issue and come out with a new version.

 

I think they realize they have a winner, but they can't make money if there's a fundamental problem with the product that causes customers to return it and spread the word online that they are frustrated. Once the problems are solved, the number of positive reviews should far outweigh the negatives, and that will increase the chances that new customers will risk $300 to try these out.

fractalbrain
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Jan 22, 2019

Re: Sleepbuds Discontinuing Discussion

Noooooo!!!  I love my sleepbuds!  I mean, ok, I recognize Bose has probably lost a bit of money on me since I'm on my 6th pair (I think), but I love em and use them every night!


Bose, I hope you guys are able to keep working on the concept!  It's a unique, useful, and great idea!

I'm going to do a bit of a brain dump of thoughts in case there are any useful bits for a re-design:

 

Problematic edge cases I've noticed:

- Young people with good hearing between 15-25kHz: Electronic switching noise becomes more evident, especially when relying on Bluetooth.  Maybe redesign the circuit to include more filtering, or increase the masking sounds to include the switching sound frequencies?  No idea if changing the memory location of sounds would make a difference, but I swear it seems like switching noise increased after adding sounds.
- Side sleeping resulting in squeaking sounds from the plastic rubbing on the sheets: Maybe change the case design so either the plastic is matte, or something like PTFE.

- Case and sleepbuds not sitting properly:  I like the case, but it's sometimes hard to get the sleepbuds to sit properly.  Might need a re-design.
- Battery and charging: Obvious problem.  I'm not sure what a good solution might be.
- Magnets falling out: Redesign case so magnet fits inside the sleepbud.  Do the same with the sleepbud case and increase the case magnet size.


(edited to remove a draft sentence fragment)

etherealfury
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Oct 3, 2019

Sleepbuds refund for those of us who physically tossed them in the trash accepting they were useless

Just saw the email from Bose about finally admitting that the Sleepbuds are a piece of crap and that they sold us an unfinished, untested beta Kickstarter campaign for $250, and offering a full refund to all their customers for that debacle after having spent over a year telling those of us who were dissatisfied as soon as they failed the first time after the return window closed that refunds or trade-ins were not an option.

 

I received my 3rd set in early September and it lasted maybe 2 weeks before it became unusable due to both battery and connectivity issues and, accepting that the technology was fundamentally flawed and that there was no use continuing to get replacements, I finally tossed it in the trash thinking that I would've been better off over a year ago if I'd just lit $250 on fire. Now Bose is finally listening to the thousands of consumers who trusted the brand and were duped into buying the Sleepbuds with the expectation that they were a true Bose product and are offering the refund we deserve... so I'd like to ask Bose what the protocol is for those of us who physically could not deal with the Sleepbuds anymore and gave them up for dead before the company finally acknowledged that this product should never have been released to consumers and were rebuffed repeatedly when we asked for a refund earlier. We deserve a refund for being cheated just like everybody else.

 

Thanks.