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Dwightw
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Aug 13, 2021

Customer service in Africa

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

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
Jessie_O
Moderator

Re: Customer service in Africa

Author Accepted Answer selected by Dwightw

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!

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7 REPLIES 7
Jessie_O
Moderator

Re: Customer service in Africa

Author Accepted Answer selected by Dwightw

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!

Feel more. Do more. Be more.
Come check out my profile here. New to the community? Check out the Getting Started board.
Help others find answers to your questions by clicking on 'Accept as Solution' at the bottom of a reply.
If you see a post you like, make sure to give it a thumbs up!
Dwightw
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Re: Customer service in Africa

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
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Re: Customer service in Africa

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

Hector_B
Moderator

Re: Customer service in Africa

Thanks for updating us on this Dwightw, 

 

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

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Dwightw
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Re: Customer service in Africa

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

Dwightw
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Re: Customer service in Africa

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
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Re: Customer service in Africa

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!