Customer service in Africa

[Dwightw]

Before creating a new topic, please search the Community to avoid creating duplicate threads. If you are posting about a problem, the more of the below details you can include (if applicable) the easier it will be for others to try and help. Go to https://bose.life/2K1GbJl for a helpful post on how to find relevant information, including your firmware and app version information!

Bose product name Sunglasses

Country Namibia and Cote DIvoire

Firmware Version na

App Version na

What devices were you using that were affected and what version are they on (e.g. Samsung Galaxy S9 on Android 11, iPhone X on iOS14, etc.) iPhone

Detailed description of the issue and steps to reproduce .. would not charge from the start (brought in Frankfurt airport In transit) used for just 15minutes.. have couriered to your offices in Namibia and even visited your flagship store in Abidjan.. no one can fix and no exchange possible..

What environment do you experience the issue in? (e.g. noisy office, quiet kitchen, etc.) did not work out of the box 

When did you start to experience the issue? Did it work correctly previously? For 15 minutes 

Any troubleshooting steps you took

[Jessie_O · Accepted solution]

Hey Dwightw, 

Thank you for your post and welcome to the Community! 

I'm sorry to hear that you are experiencing some issues getting your Frames serviced. I'll be happy to help you troubleshoot your issue. Can you tell me more about the issue you are experiencing so I can recommend some troubleshooting steps for you? 

Alternatively, if you wish to contact support in your region, I have included the LINK HERE to help you!

[Dwightw]

Hi and thanks for replying.

Out of the box the frames would not charge.  There is sometimes a flicker of a light but no ongoing charge.

the battery charge I had gave me 15 minutes of play time.

I sent them back to the Bose representative in Namibia who tried a factory reset and looked at trying to mend the problem - no good.  

they said they would change the frames if they had stock, but don’t and recommend I go to Abidjan representative since I was travelling to Cote DIvoire.

I did this, and went to two different shops in Abidjan, they took the frames to their workshop, but said they could not mend them.

I am now not sure what to do.  My recommendation would be for the Dubai office to send a pair to Abidjan that I can swap mine for.

thanks

Dwight..

[Dwightw]

I’d there an email address I can contact to try and arrange a product return?

[Hector_B]

Thanks for updating us on this Dwightw, 

You can find contact information for Namibia here and Ivory Coast here. 

[Dwightw]

Thank you.. I have reached out to the representative in Cote DIvoire initially (since I am still here) and will let you know.

[Dwightw]

I have sent an email to the Cote DIvoire email address with no reply.

what is the normal cause of action when you purchase a Bose product that is faulty out of the box but you are in Cote DIvoire for example?

I used the product for 15 minutes, but have now spent hours just trying to understand what to do?

[Dwightw]

Hi again.

so I continue to try reaching out to people about my frames.. is there a representative for the region that could at least share how I should proceed.

very frustrating!