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Hi, Thanks for the great question. So sorry to hear that. We would recommend that you reach out to customer service. Here is a link you can use. http://bose.life/2qwENj4 . Click on your country, scroll down to "Contact Us" Tony – Bose Support
Sorry, there was a problem. Please try again later.Do you have an android phone? If you have an apple and use the Android head phones not all the functions will work properly
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