No need they just need my headset and charging cable. I also at first worried need to send the whole box etc. Yeah just choose from singpost for a padded envelope to send.
Our correspond is only email. I emailed them my problem like running then disconnect or off etc and the earpiece area got "corroded" Then they ask for my receipt (more than 1 year already but purchased from apple) and then they agreed to RMA my headset. I checked singpost tracking number which Jaybird US received my headset about 2 weeks ago. Then they emailed me saying will send me X2 replacement headset with a tracking number. Hard reset for X2?? I din know can do that? What your headset problem?
Originally Amazon given me the option to return the item for a full refund (even though it's way past their return window); but there were some complication in the return process. Namely, they issued me a return shipping label with my forwarder's address instead of my real SG address. Though the destination address is correct (some Amazon address in Seattle), but I'm unsure if the courier will get confused & screw up. Secondly, to return the item to Amazon for refund, the entire box of items have to be sent, which costs at least $XX even when using SpeedPost. So I tried my luck with Jaybird (US) directly.
At first they wouldn't respond that rapidly to my emails but after I directly messaged them via FaceBook the process picked up the pace. & they really have horrible support system in place, i.e. their email support & FaceBook team dunno they are talking to the same person (me). Then the funny thing is, they both ask me to kinda reset the X2 but the approach is different. They finally caved in when I post an YouTube video of exactly what's wrong with my earphone. Then they authorised the RMA. & even then their "customer support" still responded to me via email at a different "stage" of the process. Example: via FaceBook their rep already told me they have emailed me the instructions to execute the RMA while via email another rep "just" emailed me saying yes, they can RMA but need my details (which I've long given the FaceBook rep).
Anyway, now no need to return anything to them at all. The RMA process just involves taking some pictures identifying that you belong to that RMA number & proving you cut the cord of the earphone. I suspect (cannot prove) Jaybird has never really sorted out their sweat issue, i.e. they probably have kept getting returns due to sweat issue until they don't even wanna process actual physical returns & just issue replacements directly with some proof from the customer. I recall they may have some lifetime sweat warranty; maybe next time my 2nd pair spoil again (if really due to sweat), I can get a replacement again. See how.
Their website also very shitty one (if your goal is not browsing their product). Because part of the return process involves logging in to verify your physical address so they don't ship to the wrong place. I've a hard time finding their web portal to sign in to update my particulars. And yes, they will be shipping to my SG address. I've also received a tracking number for my replacement pair.
My X2 problem was mis-thought by me to be the center button registering phantom presses (& worse, phantom long presses). Actually, I discover the centre button became insanely sensitive, such that the slightest contact triggers it (a press); so if I just hold the center button it will end up being a long press. So with normal physical usage, my X2 kept powering off unexpectedly, entering pairing mode unexpectedly, play/pause unexpectedly, so become unusable. I suspect is due to sweat?dirt?grime? entering the controls-area.
May happen again though. If my theory about them not being truly sweat-proof becomes true.
What's wrong with the earphone? Didn't like it?
