Vista left/right balance issue

Comments

34 comments

  • Official comment
    Bruce

    Hello jsswish and everyone,

    Thanks for all the feedback and sorry for the delayed response.

    The Jaybird team has been looking into this and the issue is a firmware issue. It will be fixed via an update sent next week. This update will be available from the Jaybird app.

    Feel free to reach back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

    Warm Regards,
    Jaybird_Bruce
    Jaybird Customer Experience
    #PowerYourPassion

    Comment actions Permalink
  • Dave6992

    yes, mine is doing this as well, on the latest FW

    As soon as I can figure out how I’m sending  them back. 

    0
    Comment actions Permalink
  • Andre Unland

    Hi all, same here, just got my Vistas two days ago and did two runs with the same experience of fading left / right.

    Hope they will find a way to fix this via new firmware - as these are by far the best running / sports in ears I ever had. I just tested Jabra, the new Beats Powerbeats Pro, they all had drop-outs, ...! @Jaybird - pls fix it !!!

     

    0
    Comment actions Permalink
  • Dave6992

    I think its a phase issue. I can hear instruments moving to one side and back again. Tested with my Tarah pros and AirPods and those are spot on. 

    0
    Comment actions Permalink
  • jsswish

    Wow that's a bummer, thanks for the replies. I got mine via best buy, unfortunately about an hour drive so I arranged to ship them back. Don't want to risk waiting it out for an update and getting stuck. Will keep an eye on whether they fix this with an update.

    0
    Comment actions Permalink
  • Gav B

    Glad it's not just me that's finding this!  It's like a slow pan from left to right and back again.  I'm going to open a support case with Jaybird about this in case they don't fix it and I need to get a refund.

    0
    Comment actions Permalink
  • Dave6992

    My advice is to send them back and start again. Ive waited 8 days for a returns label, and in that time Ive had no one at CS try and help with this this issue. Not that I asked them to, but I have mentioned it and we have a few people posting here about it. They are ignoring it  

    Going by past experience you will have a very long process ahead of you if you expect help from JB. They will take ages to tell you it’s not normal and to re set the buds etc. It really will drag on and on and you may find you end up out of the return window. 
    I, sure they will fix this with a FW update at some point, or it might be a bad batch as we are the early adopters.

    Mine are going back but I’ll re order from Amazon at the end of the month or next month, and see if it’s any better. At least the return system will be easier  

     

    0
    Comment actions Permalink
  • jsswish

    Luckily I purchased from Best buy, which I do that or Amazon often for this reason, to make a return stress free if something isn't performing as expected.

    Agree that either it must just be a bad batch, or that it could be updated with firmware. If they can do that they have probably the most solid option for sport TWS.

    0
    Comment actions Permalink
  • Dave6992

    Yeah, being able to return something without hassle is why I use Amazon whenever I can.

    i agree though, this is a killer product, way better than JB’s previous totally wireless options. 

    0
    Comment actions Permalink
  • Gav B

    Christ, you weren't wrong about Jaybird's support being a bit shit!  I opened a ticket a week ago and other than the auto-response email I've heard nothing from them which is very poor.

    I'm not prepared to spend time faffing around with resets etc when it's clear that this isn't just an issue with one pair; it's clearly an issue with the earbuds which many people have experienced.  If they try and make me jump through pointless hoops I'll just get them returned and buy something else.

    What I'd PREFER to hear is an acknowledgement that there's an issue and that they're working on a solution.  These are great earbuds and other than the wibbly-wobbly sound balance I've been really pleased with them.

    Jaybird need to sort out their support, acknowledge the issue and let customers know it's being worked on.

    0
    Comment actions Permalink
  • Dave6992

    Ive got two support cases going and yes, a total nightmare. Auto responses that make no sense, asking for the same info over and over again, and quite frankly not even reading my replies or the simple fault (my Tara pros wont change because the charger cable has broken)

    Saying that, both support cases seem to have been dealt with. I finally got a returns label last week, sent the Vista’s off on Tuesday and got a full refund yesterday. That part im Impressed with. 

    I have pre ordered another pair of Vista’s from Amazon, should be here next week. They are too good to give up, on but I never want to deal directly with JB again. 

    Good luck with JB support. Ill report back when I get my new pair to see if it’s still happening. 

    0
    Comment actions Permalink
  • Lauren B

    I’m having this same issue with the left bud being quieter. So sad as they worked fine for an hour or two.

    0
    Comment actions Permalink
  • VVignesh

    Me too have the same issue with the product and it's really annoying.In my first listen itself,i can able to find out the issue.I don't know how they released the product with this simple and big bug in the market.

    Good job JB.I am your customer for a long time and i didn't even prefer other brand earphone due to the premium sound quality.This is the thing you had done for your customer.

    I am not sure even if i buy the new piece again the same issue occurs or not until you guys reply the post with the actual issue.

    If it is a software issue i can wait for some time and if it is hardware issue i need to return back.So please reply the post.

    0
    Comment actions Permalink
  • Gav B

    I've given up and requested a refund as I'm within the 30-day window.  Their 'support' is a joke - I was in the Live Chat queue for 45 minutes, finally got through and was then bumped to back of the queue - this happened TWICE.  I gave up after 90 minutes.

    I've emailed my displeasure and saying that I want a refund - I've given them a chance to go through the whole 'turn it off and on again'-style routine (which fixed nothing) and they don't seem to have grasped that this same issue is affecting multiple owners.  If they give me ANY hassle with the return I'll be livid.


    What a disaster of an experience, Jaybird really need to have a long hard think about how they handle customer support - this has been infuriating, slow and incredibly frustrating.  I won't make the same mistake of buying direct from them ever again!

    0
    Comment actions Permalink
  • Dave6992

    I never even gave them a chance to ‘help’, just went straight for the refund. That was hard enough. I’m now going through trying to get me Tarah Pros replaced as they won’t charge. Uphill struggle but no option. 

    I said above I was going to order from Amazon but they never got any stock in, so against my better judgment I ordered another pair of Vista’s direct from JB. I just can’t find anything that fits as well and need them for the gym. 

    Sadly the new pair still have this panning issue, but I can live with it. I mostly notice it with my own music, rather than with commercial music, but its not the end of the world for me. Its noticeable only if I listen for it. Its definitely not one ear getting quieter though, it’s more like the vocals and guitars are drifting between ears  

     

    0
    Comment actions Permalink
  • VVignesh

    I have recently got the exchange product.The new one is also having  the same issue.

     

    0
    Comment actions Permalink
  • Fook van der Linde

    Same balance problem over here :-(

    0
    Comment actions Permalink
  • VVignesh

    This is the reply i got from the Jaybird customer support.

    Our back office got back to me about this issue and he said that the problem was not a bug but a feature. It simply portrays the audio on how it was recorded and it is called audio panning which is like surround sound.

     

    Really?

    0
    Comment actions Permalink
  • Dave6992

    This is 100% BS.

    I mix my own music, so i know where each instrument sits in the mix. If the Vista's are changing this then its a bug as its definitely not how it was recorded.

    If this is JB's official stand then i see a law suit on the horizon.

    0
    Comment actions Permalink
  • Gav B

    Absolutely Dave6992 - it's utter and complete BS.  I've been a musician since my teens, recorded albums in studios and dealt with mixing/mastering.  I have £4k's worth of hifi in my front room and this is NOT a feature, it's a product flaw plain and simple.

     

    I've still not had a response for the refund process I've started so I'm planning to involve my payment processor to step in and get things sorted promptly.

    0
    Comment actions Permalink
  • VVignesh

    Today i got a opportunity to test the issue in the service center.They gave me another two new set to check whether the same issue is coming or not.Sadly,all got this issue.Finally i initiated the return process.

    But one thing i need to tell that, i liked the sound/battery of the product. If they solved this issue,no doubt this will be best wireless earbud in the market.

     

    0
    Comment actions Permalink
  • Gav B

    Other than this (critical, deal-breaking) flaw, they are great earbuds. If they would acknowledge and fix it I would be pleased with them.

    0
    Comment actions Permalink
  • Dave6992

    Thats the frustrating part, they are a great product in all other respects. Im living with it with my second pair. To be honest it seems less pronounced than the first pair. I use mine everyday, even though i got them just for the gym.

    Maybe a fix will come, who knows.

    0
    Comment actions Permalink
  • Brad Powers

    Why don’t we get an official response from Jaybird in this? I’ve submitted a ticket with no response.

    0
    Comment actions Permalink
  • Gav B

    Because their customer service is utterly appalling.  I've never known a company as bad.  To be honest, it's also enough to make me re-think any future Logitech purchases as well as I have to assume that their support for those products will be just as bad.

    0
    Comment actions Permalink
  • Philip Thomas

    Same here. This is a really annoying issue that I hope gets updated soon. This is the second pair I’m trying and I have the same slow pan left to right, right to left. I’m going to hold out and hope for an update as this is the first pair of running headphones that actually stay put AND sound fantastic. C’mon Jaybird!

    1
    Comment actions Permalink
  • Dave6992

    Thanks for the update Bruce. Good to know it’s not just faulty units. 

    0
    Comment actions Permalink
  • VVignesh

     

    Finally,the end to the topic.Firmware V1.1.3 came.

    I heard the music and the issue was fixed.

    please check it out guys.

    0
    Comment actions Permalink
  • Dave6992

    Yep, looks like a good FW update. Music sounds more focused and I can’t detect any panning now. 
    Wonder why it was never caught in the early stages  

    So much for it being a feature lol.

    0
    Comment actions Permalink
  • Bruce

    Hi Dave and VVignesh,

    Thank you for updating this post.

    I'm glad to hear that the solution was helpful.

    Feel free to reach back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

    Warm Regards,
    Jaybird_Bruce
    Jaybird Customer Experience
    #PowerYourPassion

    0
    Comment actions Permalink

Please sign in to leave a comment.