I have been a loyal Bang & Olufsen customer and have always valued the brand for its quality. My Beoplay EQ earbuds worked flawlessly for years. However, immediately after the most recent software update, the left earbud began disconnecting repeatedly. The right earbud continues to function, but the left drops out every few seconds, making them unusable.I contacted Customer Care and explained the issue clearly, including the fact that it began only after the update. Their response was disappointing: they claimed “no other users are experiencing this issue” (which is demonstrably false, as there are hundreds of reports on Reddit and other forums of the same fault) and offered me nothing more than a 30% discount voucher for a future purchase. They also stated that repair or exchange is “not possible” because my product is out of warranty.This is unacceptable. A manufacturer‑issued update that breaks a product is their responsibility, regardless of warranty status. Under UK consumer law, goods must remain fit for purpose and free from defects. Warranty expiry does not absolve a company of liability when its own software renders a product defective.Bang & Olufsen’s refusal to acknowledge the widespread nature of this fault, and their attempt to dismiss it with a voucher, undermines their reputation for quality and fairness. Customers deserve better.I urge Bang & Olufsen to:Recognise this as a firmware‑related fault affecting multiple users.Provide repair, replacement options rather than discount vouchersUphold the standards of customer care expected from a premium brand.Until then, I cannot recommend Bang & Olufsen. A luxury brand should not leave loyal customers stranded when its own update causes a product to fail.Why would I spend my money on another B&O product when I can go to your competitor- your offer of 30% discount had no understanding of the issue, this issue with left EarPods losing connection after a software update is soooo common. Ref 1384935 made on the 2nd Nov. The EarPods are just over 2 years old. I was sooo happy with them until the software update made on the last few days of Oct 2025 and I’m going around and around in circles asking B&O to take ownership of the impact of their software update. As said they were working brilliantly.Can you confirm if the software is owned by B&O ? Hi, ****you didn’t answer my question nor did your customer service agent****Most importantly the statement B&O provided is misleading in that “ No other users are experiencing this issue” is contradictory to hundreds of public reports. This was your Customer Service statement - completely false. I thought such a brand would have more integrity.Let me help: Under the Consumer Rights Act 2015, specifically Sections 9, 10, and 19, goods must remain of satisfactory quality, fit for purpose, and consumers retain rights to enforce these terms even beyond warranty. A firmware update that renders the left earbud defective constitutes a breach of these statutory obligations.It’s as simple as that. B&O this is the reply from your customer service department…… a weak deflection even knowing many of your customers have had this issue….“…From their assessment, the malfunction appears to be an unfortunate coincidence rather than a result that can be directly attributed to the update….”I will now escalate to Trading Standards. It was your firmware that caused the issue.My advise would be to never buy B&O as they lack integrity and the service is shocking - go with another competitor like Bose or Bowers!
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Firmly grounded in our more than 95 year history in Bang & Olufsen, we seek to deliver best sound and acoustic performance in our class of products. We adapt technology to fit human needs and design our products in ways that makes them express how they want to be used and by whom. We are always honest in our material choices and pay attention to every detail in the design and assembly. We hope you will share our passion to make beautiful music. https://www.bang-olufsen.comSee more
