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Bose noise-masking sleepbuds™

To our noise-masking sleepbuds™ customers,

In June of 2018, after a successful test with thousands of Indiegogo backers, we launched our noise-masking sleepbuds™. Our vision was bold, and we never wavered on what we were trying to accomplish, and why. We wanted to do something for the millions of people who struggled to fall asleep and stay asleep.

We knew our solution was so technically complex, we’d have to make major investments, source special components and engineer multiple breakthroughs. We knew we were attempting to do something that had never been done before. But there was no doubt in our minds—it would be worth it. Because we wanted to help you. We still do. We always will. And for many of you, we have. You’ve told us that sleepbuds™ have allowed you to get your first good night’s rest in years and that you can’t imagine ending the day without them.

But some of you have had a far different experience.

You’ve reported issues with your sleepbuds™ not charging fully, powering down unexpectedly or both. And you’ve let us know. We’ve heard you. We’ve read your posts. We’ve documented your calls. We’ve torn down returned products you’ve sent us and replaced them with new ones, sometimes more than once. We’ve also relentlessly researched the root cause with a team dedicated to nothing else. Based on what we knew, we believed that software and firmware updates could fix the issues. But the failures have continued and recently they’ve increased. That led us to look more closely at each piece of hardware. And we learnt that while the battery we chose functions safely, it doesn’t work as consistently or predictably as it should to meet our standards.

For that reason, we’re discontinuing sleepbuds™. We’ll go back to research, because we are committed to making our vision a reality. But today, we begin with something more important—doing whatever it takes to make things right with you.

As always, we will stand behind our products and honour our sleepbuds™ warranty. We’re also extending an offer to all our sleepbuds™ customers: You can return your product for a full refund until 31 December 2019. Please see below for links to more information or to find contact information for service agents in your region.

Finally, for more than 50 years, we’ve conducted extensive research to do things that no one ever thought possible. Each time, we did it to make your life better. When we’ve challenged convention, we haven’t always succeeded. Sometimes we’ve stumbled. Sometimes, despite our diligence, things have gone wrong. And by far our worst days are when that’s impacted you. Nothing else comes close.

We’re sorry for disappointing you and we’re sorry for not communicating more clearly along the way. We had good intentions, but unless that makes a difference to you, it’s not enough.

We’re ready to hear from you.

And we’re going to stay right here for as long as you need.

Yours sincerely,

John Roselli
General Manager
Bose Corp.

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 learnt that while the battery we chose functions safely, it doesn’t work as consistently or predictably as it should to meet our standards, and the issue 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 learnt 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 apologise 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 apologise 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 fulfil 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. The issue 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 four weeks for your replacement to arrive).

What if I experience an issue after 31 December 2019?

You’ll be covered under the product’s two-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 properly. We will continue to support the Bose Sleep app through bug fixes and operating system upgrades on both iOS and Android.

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 learnt that while the battery we chose functions safely, it doesn’t work as consistently or predictably as it should to meet our standards, and the issue can’t be fixed. As a result, we have decided to discontinue the product. Moving forwards, 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 four weeks for your replacement to arrive).

2. Alternatively, if you prefer, you can return your sleepbuds™ for a full refund until 31 December 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.

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