Can’t tell which is worse: the product or the customer service



  • Official comment
    Bruce B.

    Hi John,

    Thank you for reaching out and I am sorry to hear about what happened, let me help you.

    I've sent you an email with details on how we will proceed with this one.

    The easiest way to contact us from here on will be via the email I sent, if you do not get the email, please give us a call on 866.244.3399.

    Jaybird Customer Experience

  • Martin Hampson

    Hi John,

    I can sympathise with your Customer Service experience. I had a support claim going on for more than a month. 

    The initial response was slow and was purely a generic response email covering most of the remedied which I had told them didn't work. My issue is that the buds stop, turn themselves off, after about 30mins, sometimes longer, for no apparent reason, the battery level is still high and connection to my phone fine. After several backwards and forwards the request from the support was for me to create a video of the problem! How could I do that?

    Also the link for the firmware update on the website didn't work and still doesn't several months later.

    I agree the support is terrible but the product when it works is good.

    Good luck with your new buds


  • Bret Van Derhyden

    I'm having the exact same problem with my Run XT. Windows 10 Version 10.0.18362 Build 18362. I'm using them for Zoom and Microsoft Teams meetings, and they turn off after 30 minutes. Is there a way to override this or set a time longer than 30 min before shutoff?


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