Repairs and maintenance

Need help with your Bose® product? The following FAQs should provide the answer or guidance you need.

FAQs

  1. Expand/Contract My Bose product doesn't seem to be working properly. What should I do?

    First check the Troubleshooting Guide in your owner's guide. Some troubleshooting suggestions are included here.

    If you still need help, call us at 1-800-465-2673.

    So we can serve you better, please have the following information available when you call:

    • Product model and series number, if applicable
    • Serial number(s): Please note that Lifestyle® systems have separate serial numbers for the music center and Acoustimass® module
    • Date of purchase
    • Details of the problem you are experiencing
    • If your product is no longer covered under warranty and you plan to send it to Bose Corporation for repair, please have your credit card number available
  2. Expand/Contract Where can I find the serial number for my product?

    Here are specific instructions for finding serial numbers on some of our popular products. For most products, the serial number can be found on the bottom or rear panel. If your product isn't listed here, please contact us.

    Bose headphones have different serial number locations.

    • Check inside the right earcup for QuietComfort® 2 and QuietComfort 15 headphones (each with around-ear fit)
    • Check inside the left earcup (Bose around-ear headphones) or under the left ear cushion (Bose on-ear headphones)
    • Check inside the battery compartment for QuietComfort 3 headphones (on-ear fit)
    • Check the back of battery box for original QuietComfort headphones (around-ear fit); this is not a 17-digit number
    • Check under the silicon ear tip on the left earbud (Bose in-ear headphones) or right earbud (IE2 audio headphones); this is a 4-digit date-of-manufacture code
    • Check above the USB connector for Bose Bluetooth® headsets; this is a 4-digit date-of-manufacture code

    Wave® systems

    You'll find the serial number for the Acoustic Wave® music system, Wave® music system, Wave® radio and Wave® radio/CD on the product label.

    Lifestyle® systems

    Lifestyle® DVD systems have two serial numbers—one on the media center and one on the Acoustimass® module. To provide the best support for your product, please locate the number on the bottom of the media center.

    Lifestyle® component-based systems have multiple locations for your serial number. If your media console is not easily accessible, you can enter the serial number found on the bottom of your Acoustimass module.

    Note: The Acoustimass module has its own unique serial number.

  3. Expand/Contract Can I take my product to a Bose factory or showcase store for service, an exchange or a refund?

    If you purchased your product at a Bose factory or showcase store, you can take it there for an exchange or return. Unfortunately, Bose stores are unable to accept products for repair, nor can they exchange Bose products purchased from other retailers.

  4. Expand/Contract Can I send or take my product directly to Bose for repair?

    Yes, but first you need to call us to obtain a Return Material Authorization (RMA) number. This number helps us quickly track the status of your product. In Canada, call 1-800-465-2673. Bose customer service representatives are available to assist you Monday through Friday, 8:30 AM to 8 PM ET and Saturdays from 9 AM to 5 PM ET.

    So we can serve you better, please have the following information available when you call:

    • Product model and series number, if applicable
    • Serial number(s): Please note that Lifestyle® systems have separate serial numbers for the music center and Acoustimass® module
    • Date of purchase
    • Details of the problem you are experiencing
    • If your product is no longer covered under warranty and you plan to send it to Bose Corporation for repair, please have your credit card number available
  5. Expand/Contract I've returned my product to Bose for repair. How do I know you've received it and when should I expect it back?

    If you have a Return Material Authorization number (RMA), we can easily determine whether we have received your product. If we have received it, we can also tell when it will be fixed and returned to you. In most instances you can expect your product to be repaired and returned to you in 1 to 4 weeks, depending on the scope of the repair.

    If you did not obtain an RMA number, we will need some of the following information to check on the status of your product:

    • What was the product you sent to us for repair or exchange, and to what address did you ship it? This will help us narrow down what we are looking for, and where to look for it.
    • How did you ship it to us (UPS, FedEx, US Postal Service or MailBoxes Etc.)? Do you have any tracking information (air bill, shipping manifest or receipt)? Often the shipper can help us quickly track the location and status of your product.
    • Have you already tracked the carton via your shipping agent? If so, what were your results?
    • Is your name and return address on the outside of the carton or included anywhere inside?
    • Did you send a complete product or just a part? Was it for repair or exchange? Knowing this will help us narrow down the location of your shipment.
  6. Expand/Contract I ordered a replacement part from Bose. When can I expect it?

    If your part is in stock, it should arrive approximately 15 days from the time we receive your order. Out-of-stock parts usually require 4 to 6 weeks to arrive. Parts on backorder may take longer than 4 to 6 weeks for delivery. Please allow an extra 3 to 5 business days for orders purchased by personal check.

  7. Expand/Contract How do I order replacement parts?

    Items that do not interfere with the structural integrity of your speaker or system, such as replacement speaker grilles, remote controls and cables, are available for purchase directly from Bose Customer Service.

  8. Expand/Contract Can I replace my remote control?

    Additional replacement remote controls for other products are available for purchase directly from Bose Customer Service. Please call 1-800-869-2114 to place your order.

    To save time, please be prepared with the name of your product.

  9. Expand/Contract How can I obtain additional cables and speaker wire?

    Additional cables and speaker wire are available for purchase directly from Bose Customer Service. Please call 1-800-465-2673 to place your order. To save time, please be prepared with the name of your product.

  10. Expand/Contract How can I track my product or parts order? Repair status?

    You can track the status of your repair order by telephone at 1-800-367-4008. Please have your order confirmation or Return Material Authorization (RMA) number handy.

  11. Expand/Contract How do I have the Bose music system in my car serviced?

    Contact your authorized automobile dealer or the Bose Automotive Systems Division at 1-800-231-2673. Representatives are available Monday through Friday, 9 AM to 5 PM ET.