Jaybird Vista Right bud entirely dead after 1.1.3 update

Comments

28 comments

  • Official comment
    Tanner

    Hello everybody! 

    Thanks for reaching out to us on this! We're keen to isolate this issue and discover what is causing this for some folks and not for others. So that we may better understand what is causing this to happen, can you please reply back with the following information so that we can relay this information to our QA team for testing?: 

    • Device Model (Ex: iphone XR, or Galaxy Note 9) 
    • Device Operating System & Version (Ex: iOS 13.1.2)
    • Device Language Settings (Ex: English, French, Spanish, etc.)
    • Jaybird App Version (Ex: v3.6.2) - This can be found by clicking on headphones in the bottom right and then clicking on support from inside the application.
    • Approximate Date/Time when the users encountered the issues

    If you have any questions or concerns, don't hesitate to reach out.

    Cheers,

    Tanner // Jaybird Customer Experience

  • Seppe Lucas
    • oneplus 6
    • android 9
    • oxygen is 9.0.9
    • jaybird 3.6.6 build 417
    • bud id: 1937SD8037R8 and 1938SD9022E8
    • 12 december 1730 pm amsterdam time

    if i buy another pair is it safe to try to update them with a iphone?

    i am disapointed , really dissapointed in the quality of the product , i hope i can get a refund or you guys can send me another pair.

    -Seppe Lucas

    1
  • Holly Farrah

    Hi. I have a similar problem. I am running the headphones on an Android galaxy S9 and after the update they do not work pair at all. There, as to my knowledge, is no solution at this point other than to exchange them for another pair and to not update them. Sorry to not be more helpful.

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  • Erik Akiyama

    What?? Seriously? Did you exchange yours or Jaybird told you to do that?

    0
  • Adam W

    Hi Erik and Holly, 

    I have attached an image that will hopefully take you through some steps to a solution based on the feedback you have given. Some steps are similar to what you have tried and some will be new. It is important to try them all in sequence as shown in the image. 

     

    If this does not work, then please let me know and we can take the next step.

     

    Adam

    Jaybird Customer Experience

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  • Erik Akiyama

    Hello Adam. 

     

    I do not hear anything on the earbud button, and the case does pulse white when I put the right one in. the case. 

    But, I tried the reset and the instructions which lead to a pink led blinking, but that does not work. Shall I try something else?

     

    I am worried, because I bought these headphones in Sweden, but I live in Brazil. Is it possible to do a warranty return.

     

    Erik

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  • Adam W

    Hi Erik, 

     

    I have created a ticket for you so we can look into it for you. A team member will follow up.

     

    Thanks,

    Adam

    Jaybird Customer Experience

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  • Yi Ze7029

    Hi,

    I had the same problem. I'm using Asus Rog Phone II, when I updated the firmware, it got stuck at "rebooting" after 100% completion. Minimized the app and when I got back, the connection broke and my Jaybird Vistas bricked.

    Got them exchanged at my local retailer though, and I could successfully perform the update using my iPad Pro (2019). I guess it's only safe to update on iOS.

    Yi Ze

    0
  • Erik Akiyama

    Hello Tanner,

    Please find attached my answers:

    • Device Model: OnePlus 7 Pro GM1917 
    • Device Operating System & Version:  OxygenOS 10 Open Beta 2
    • Device Language: English
    • Jaybird App Version: v3.6.2
    • 18th September 2019 ~ 20th September 2019
    0
  • glenn gauci grech

    Oh damn .. i have a op7 (android 10) pro and vistas on the way . You reckon its unsafe to update using my phone ? Beforenearbuds ruin. (Replacement for me would be difficult as i had to go through hubs to get them to my country in europe..)

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  • glenn gauci grech

    My issue is the android part .i have oneplus 7 pro . And it seems like Android app is the problem..or am I just safe to go ?

    0
  • Ohad Vaknin

    Any other news regarding this? I also have the same problem and that sucks so bad since i got these 5 days ago and can't get them to work.. I have a OnePlus 7 pro android 9.

    0
  • Tanner

    All, 

    For clarity, the information that we're collecting is going to help us isolate the issue and hopefully prevent this from happening again in the future. However, if your buds aren't working now, it's not likely that they're going to be able to be recovered, and they will likely require a replacement.

    We'd be stoked to help you out! Please give our support team a call at 1.866.244.3399 between 7am & 5pm MT (USA) Mon-Fri (Excluding Holidays) and we'll get this situation all squared away with you!

    Cheers,

    Tanner // Jaybird Customer Experience

     

    0
  • Matt Steenhard

    Pixel 2
    Android 10
    Device Language Settings: English
    Jaybird App Version: v3.6.2 build 413
    Buds were delivered 10/10/2019 Paired to phone about 4:00 p.m. CST. Downloaded app, received notification for firmware update. Hit update, and the buds now are not discoverable. Tried wife's Pixel 2 XL, and my Garmin Fenix 5x.

    0
  • Kris Buscombe
    • iPhone 7
    • 13.1.3
    • English
    • V 3.6.3
    • 14th of October 2019 5pm.

      Volume on right headphone dropped to very low volume whist exercising.  I've tried all re-sets without success and can't get it back to normal.  

      Same issue happened with my first pair of Vistas which I returned for an exchange.  Very annoying. 
    0
  • Christian Rustøen

    Hi Tanner,

    How can you know that this firmware update is a problem in a "small percentage of units".

    Most people probably have not reported this issue to you and just commenting in the community forum or just forgot about your product and gone to a vendor that actually tests their firmware properly. This firmware update is a joke.

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  • Tanner

    Hi Christian,

    We understand the frustration and are happy to assist. To ensure that anybody who buys our product is 100% satisfied, we stand by our products with a 30 day money back guarantee, and at least a one year warranty. Our customer service team is always happy to help out!

    To answer your question, we have very clear data points that allow us to understand how many products have been returned, or replaced by warranty in relation to the number of units that we have sold across our various channels. We've found that the vast majority of individuals who have issues with our product will either return it or reach out to us for assistance in resolving their issue via troubleshooting or replacing the product through the warranty that we offer.

    Once more, we understand the frustration in having to get a replacement product. It bums us out as much as it does you when these types of things happen, trust me. We have high expectations of our product, and always strive to provide a product and updates that improve the experience. For many, this has. However, in your circumstance, it's clear that it hasn't. Please reach out to our customer service team, and we'll do everything that we can to make this a better experience for you! 

    Thank you,

    Tanner // Jaybird Customer Experience

     

     

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  • Tanner

    Hi Christian, 

    Appreciate your follow up, and apologize if the experience that you have had hasn't met your expectations. In order to verify warranty eligibility, we do ask for proof of purchase, and serial number. The serial number is unique to each device and allows us to ensure that folks are attempting to claim a unit is bad more than once. 

    Either way, I'm going to take ownership of the case that you created and we'll be sure to get you taken care of! Don't lose faith in us yet. I understand that this is frustrating. But, we certainly take responsibility for the firmware update making your buds unresponsive and are absolutely going to do everything that we can to make this as good an experience as we can!

    Thanks again,

    Tanner // Jaybird Customer Experience 

    0
  • HELDER PEREIRA

    Hi Everyone it is look like I am having the same problem with my Jaybird Vista, I received the product today 24/12 by morning and once I connect it to my android phone Jaybird App asked for Firmware upgrade, after that the phones just stop working, I had no time to even use it. I am really upset about this situation its impossible to face it as an isolated case since a quick search can found anhother clients with the same problem.

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  • Tanner

    Hi Helder, 

    We're sorry to hear about this for sure. We certainly understand that this is not the desired or intended consequence of a simply update. Please reach out to our customer service team <www.jaybirdsport.com/contact-us>. I can assure you that we will do everything that we can to make it right. 

    Kind regards,

    Tanner // Jaybird Customer Experience

    0
  • Jared Ocampo

    Hello everyone,
    After updating to 1.1.6 my right earbud stopped working in less than a month. I have already sent them into Jaybrid for a replacement but I'm afraid that it will only continue to happen down the line. I've seen the posts on the Jaybrid subreddit that was posted only in the past 6 days with the same issue. The sound of the right earbud simply stopped but still connects to my phone. I tried other devices as well (including the soft and hard reset) and none seemed to work. I'm afraid of the reliability down the line if it happen to users with the new update. It is sad since I also own plenty of Logitech products and haven't had any problems with it including headphones and mice. These earbuds size and form factor is what sold me on the product specifically the charging case, it out classes the other competition charging case in size and durability. But if the earbuds die due to a new update then the future reliability of the product is gone. A suggestion would be to have public logs on updates similarly to what Sony does with their PlayStation line and again like PlayStation having a ability to reboot to a past update or apply that same update again.

    0
  • Tanner

    Hi Jared, 

    Firstly, we want to apologize as it seems something certainly hasn't gone as planned with your buds. We appreciate you bringing this to our attention, and are happy that we were able to get a new set sent out to you. That said, I wouldn't anticipate any issues moving forward.

    While it is concerning that the audio from the right bud simply stopped, if this occurred at a time that wasn't immediately after the firmware update as you describe, we can rest assured that it wasn't he update the caused the bud to fail. Instead it appears to be a case of bad timing. While I understand how seeing reports of this on forums can be validating, we must understand that a handful of these reports being visible as compared to the 10s of our thousands of units sold and updated, does not conclusively determine the hypothesis as the cause to what you've experienced. 

    That said, we will certainly always stand by our product. I'm sure that you can understand that in our industry of mass produced consumer electronics, we are bound to come across some failures, no matter how infrequent. But, we're always here and will always stand by our product. Please, never hesitate to reach out if you ever have any issues at all!

    Take care, 

    Tanner // Jaybird Customer Experience

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  • Dom Lindsay

    Hi everyone,

    Similair to the above as soon as I got my jaybird vistas I was installing the 1.16 firmware update on my oneplus 6 and the update crashed, then I tried the update again which worked. However after the update I am having similair issues as above, where my left earbud wont connect. Then if I perform a soft reset, hard reset and factory reset. Then forget the headphones on my phone and delete the app, then reconnect the headphones. Both headphones will work untill I put them in the case and then try to reconnect to them. Then the left earbud will not connect no matter what I do. If I repeat this reset/app delete process I get the same result.

    • Device Model: Oneplus 6 (also garmin 645 music)
    • Device Operating System: Android 10 (oxygen os v10.3.1)
    • Device Language Settings: English UK
    • Jaybird App Version: 3.6.11 Build 430
    • Approximate Date: 06/03/2020 - 09/03/2020

    I strongly believe this is software related and this is clearly a common issue. Is there any fix that is going to be released in upcoming firmware?

    (I do really like these headphones when they work)

    Thanks Dom

     

     

    0
  • Tanner

    Hey Dom! 

    Thanks for the report! We appreciate the context and clear picture that you've outlined. I see you have a ticket going with the our customer service team as well! We'll make sure that we get you all taken care of! 

    Cheers,

    Tanner // Jaybird Customer Experience

    0
  • Rami Mejbel

    Hello 

    As the other people in the chat, I also have a similar problem, were the left earbud simply refuse to work, I also uppdated the buds to the 1.16 firmwere. I do love them when they work and my only wish is that they one day, work all the time. 

       

    • Device Model: Samung galaxy note 8
    • Device Operating System: Android 9 Version 9
    • Device Language Settings: English UK
    • Jaybird App Version: 3.6.11
    • Approximate Date: 10/03/2020 - 11/03/2020

    Cheers 

    Rami

    0
  • Tanner

    Hey Rami!

    Appreciate the information! Definitely make sure that you're reaching out to our customer service teams anytime you're having issues. You can view all of your local support options by visiting jaybirdsport.com/contact-us. We're always keen to help!

    Cheers,

    Tanner // Jaybird Customer Experience

    0
  • Tanner

    Thanks for all the replies so far, everyone. Keep them coming! 

    Glenn,

    Despite the issues that we have had on a small percentage of units, sold, we would recommend to update them to the latest firmware as the latest firmware helps with stability and performance bugs that we pick up on the way. In the case that something does happen to them, it is very rare, but, we will always make sure that you're taken care of! 

    We're always stoked to help out, and our support team can be reached simply by giving them a buzz at 1.866.244.3399 between 7am & 5pm MT (USA) Mon-Fri (Excluding Holidays).

    Thanks again, 

    Tanner // Jaybird Customer Experience

    -1
  • Christian Rustøen

    Hi Tanner,

    First of all, this is your fault alone. Your firmware upgrade broke the product and it should be your responsibility to fix it and you dont want to use time or effort to do so. The instructions given by support is what a 12-year old would know how to research online without being told anything. That being said, when support is being explicitly told that you have performed a factory reset and then you get instructions to do a factory reset, thats pretty frustrating. Then they ask you to charge your battery and see if that helps, you got to be kidding me right ? Yeah there is battery on the device. How stupid do you think people are ?

    You say you have a one year warranty, but when contacting your support department you get a list of requirements you need to do in order to get that warranty or be able to return the product, so I guess you could say "Warranty - with limitations and we decide if you get it or not".

    You need to provide a picture of the box with the case number, because obviously proof of purchase is not enough for you guys, for some reason. On top of that you need to provide a product serial number that is not even unique and cannot identify you or your order, so its pointless. Your support explains nothing about where to find this product serial number and I dont see it anywhere. If its on the box you seem to need laser sight to see the numbers. Why would you ask for a product serial number when it doesnt identify anything ? You already ask for proof of purchase, why isnt that enought ?

    After that you need to actually approve the proof of purchase and if it does not look like a "proof of purchase" to you then it will be rejected. A proof of purchase in my country looks exactly like an order form, so it will probably be rejected because you dont understand or are willing to understand how it works in other countries. You probably expect everything to be the same or somewhat the same as what you are used to see in your own country.

    You seem to make it as difficult as possible to get this so-called warranty and return these. Let me guess. You did a cost-benefit calculations that it would not be work your time to fix the firmware upgrade and deal with the returns instead and put the problem on the customer like so many other vendors do.

    This was your fault and you are not taking responsibility for it. I have never seen someone so unprofessional ever.

    -1

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