Soundwear doesn't work after unboxing

[tkazmierski]

Hello,

I was travelling to US and bought myself Bose Soundwear on SFO airport. After I got home, I've unboxed it and found it not working. The power button doesn't do anything. When I try to charge, I can see 3 LEDs, but nothing happens or changes after that.

What am I supposed to do? Will the guarantee work with a receipt from SFO airport? Am I supposed to send it anywhere? Can I return it if I'm not in US anymore? 

Disappointed long time Bose user

[Vicky_W · Accepted solution]

Hello tkazmierski, 

Thanks for reaching out and welcome to the Bose Community Forums. 

I am so sorry that you are having issues with your Soundwear Companion speaker. Before returning the speaker, please can I ask have you tried to update the speaker? Sometimes products need an update out of the box. You can do this by going to btu.bose.com on a computer and following the instructions on the screen. 

If once you have done this you still cannot get the speaker to power on, please let me know which region you are now in and I can assist further. 

Kind Regards, 

Vicky W - Community Support 

[tkazmierski]

OMG, it worked! Thank you so much! 🙂

If there was a clear instruction to do an update, it would save me a lot of time and stress last night. But the most important thing is that it works.

That will probably save me and my family for Bose and we'll keep using these products (which wouldn't happen the thing was broken).

Thanks again!

[Jeff_G]

That's great to hear, tkazmierski! 

We have marked the post as the solution, and if anyone else has similar issues, please follow Vicky W's advice. 

Kind regards,

Jeff G 

[JuStiC3420]

so I did the update and it said it was complete but now instead of 3 lights constant, it lights one light and disappears immediately after I try to plug it in and stays off. wont let me power on or charge at all with no lights except one light for one millisecond after trying to plug it in.

[Jessie_O]

Thanks for reaching out @JuStiC3420 and welcome!

If that is the case, I would recommend that you reach out to the team for assistance. To do this, click the LINK HERE select your country and scroll down to 'Contact Us'. One of our team will be more than happy to help!

If there is anything else we can do, please reach out again!

[mlc23]

Ok, so I just unboxed my soundwear. It did not turn on. I did the update per the instructions, and it still did not turn on. I went to the link provided to get assistance. I can't reach anyone, so I logged a service request, and it's telling me my product is out of warranty, and offering to sell me another soundwear at a discounted rate! Bose, I have never had such a terrible experience. How do I proceed? Looks like I've received a lemon.

[Jessie_O]

Hi mlc23,

Thank you for reaching out to us

I'm sorry to hear of the difficulties you are experiencing getting through to our team. Due to the current global pandemic, we are busier than usual. You can also reach our team using our Social Media outlets. Click the LINK HERE, select your country and scroll down to 'Contact Us'. One of the team will be happy to help!