Bose TV Speaker – Soundbar for TV with Bluetooth and H...

Thank you for attempting our service. In a few words, please provide additional information regarding how we can help you?‎9:08 PMI purchased a TV speaker last month and now, I have having an issue where the sound cuts off with both TV and Bluetooth light blinking, then it comes back on with only the tv light showing.‎9:09 PM Transferring you to an expert now.‎9:09 PMGreat‎9:09 PM Your Bose expert has joined and is ready to assist.‎9:10 PMThank you for contacting Bose Support. My name is Priyansh and I will be assisting you today. I hope you are doing well. I am sorry to hear about the issue you are facing with the product. I will try my best to sort it out for you May I know since how long you have been experiencing this issue? ‎9:11 PMFor a week now‎9:11 PMOkay, please confirm if you have tried any troubleshooting steps from the online website .‎9:12 PMYes… there are no Bluetooth devices connected, and I have turned it off, removed the power cord and reconnected after that‎9:13 PMI appreciate your working on that. Rest assured, I’ll look into it right away. I will share a few other troubleshooting steps for you to perform on the product. If the issue is not resolved then we will check the available service option for once and all resolution.Reset your Bose product.To reset your product, power it off and disconnect the power cord for 1 minute. (Note: Product settings are not lost during this reset.)‎9:14 PMI have already taken the steps described a few times now… should I repeat it because there is an additional reset step you have performed on your end?‎9:16 PMYou can try.Once done then check the status of LED on the speaker.‎9:17 PMOkay‎9:18 PMSure.‎9:19 PMI have done this… as usual I am getting sound out of the speaker… it goes off after 6-10minsGiving it time.‎9:21 PMIn this case the issue could be related to power source, please check once by connecting the speaker to different power outlet. ‎9:23 PMIt is not the power source. The other devices connected to the extension box are all on.On when the speaker switches to having both TV and Bluetooth lights blinking.‎9:24 PMWhich means the speaker is also not turned off‎9:25 PMCheck by adjusting the connection cable wire.‎9:25 PMThe speaker does not go off like I said. And I have switched cables alreadySame thing just happened, it went off… both lights blinking… and then came back on‎9:26 PMIf you have already checked all for the speaker then the last option will be to send the speaker for repair. We can repair the speaker as per the warranty.Can you share the proof of purchase to check warranty?‎9:28 PMI bought it off Amazon and had it shipped to UgandaAnd yes, I have proof of purchase‎9:29 PMWell, you have contacted us at Bose US support.We do not have access to make repair request for address of Uganda‎9:31 PMWhat is the support and repair process for Bose products that have issues and is still in warranty?‎9:33 PMThis is how it works : – We send you a UPS return label to collect your product. – We will repair your product – You will receive an email that will allow you to print a label valid for 1 month, then : – Pack your product without cables or accessories and protect it in a neutral box (Note that another box will be used for the return). – Print the UPS label before sticking it on the package. – Drop this package off at one of the relay points of your choice (See the UPS site to find a relay point near you). The maximum period from the moment the product arrives at the warehouse until receipt of the product at your home is 3-4 weeks You will of course be informed by e-mail of the various stages until you receive your operational product at home.This is for within US repair.‎9:34 PMOkay… that doesn’t provide the support I need.‎9:35 PMWhat is the support and repair process for Bose products that have issues and is still in warranty?‎9:The products are not sold in US only and I have an issue with the product I purchased.‎9:36 PMAre you contacting from Uganda?‎9:37 PMYes I am‎9:38 PMI am sorry but we do not have support available in Uganda.‎9:40 PMOkay… so what is the next step considering I have a product with an issue?‎9:41 PMYou can still try online troubleshooting steps.I want clarification if the item was purchased from US?‎9:42 PMSorry, that’s not solving the problem, you are already aware of that.‎9:42 PMWhat I need is the next step that solves the issue I have with the product taking into consideration the steps I already took and your feedback informing me that you do not have support for Uganda.‎9:43 PMIf there was any local support available then I would have suggested you to contact them and get this repaired however at this point we can only suggest you troubleshooting steps.‎9:44 PMOkay… unfortunately the option you have recommended does not resolve my issue. And I should not have to keep repeating this. You sell speakers globally, my device is still within the warranty period, you cannot then tell me that you have no support options to resolve the issue I have. That makes absolutely no sense.‎9:46 PMAnd I do need the issue resolved… the troubleshooting DID NOT WORK.‎9:47 PMI am sorry but we have limited areas available where we have direct support.Unfortunately we do not have support available at Uganda. The best I can suggest you is to ship the speaker to US to any of your friends/Family. You can tell them to contact us with purchase reciept.Once the item will be repaired then it will be sent to the registered address and from there they can ship you back to Uganda.‎9:51 PMWho bears the cost of the shipping to the US and back to Uganda after the repairs?