Discussions about the Bose S1 Pro system

Bose S1 Pro

Designed for musicians, DJs and general PA use, the S1 Pro is the ultimate all-in-one PA, floor monitor and practice amplifier that's ready to be your go-anywhere Bluetooth music system for nearly any occasion. 

This is the place to discuss the S1 Pro system.

S1 Pro battery draining when not in use

Hi CityFolk,

CityFolk posted:

@ST what is the issue that Bose is fixing to resolve the drainage issue?

Bose doesn't get into detail about repairs. There are no user serviceable components and no actions a customer can take to avoid or fix the battery draining issue.

If you have this problem, please contact Bose Support to arrange to have the unit repaired.

ST

Hi ST,

Bose have already replaced my unit, this last month but it still has a draining problem but not as severe, originally 10 days to go flat, the new one about 14. You say there is a fix, but what level of battery drain can we assume is ‘the fixed’ version?

thanks

Tim

Hi ST,

Is the range of serial numbers known for the units that have the issue. I use mine every day so it never sits unused long enough to discharge.

Can't imagine waiting 2 weeks just to find out if I have one with the problem.

I have noticed that I occasionally see it charging when it hasn't been unplugged and used on battery only.

O.. 

Hi Oldghm,

Oldghm posted:

Hi ST,

Is the range of serial numbers known for the units that have the issue.

There isn't a serial number or date range for units that have the issue.

I use mine every day so it never sits unused long enough to discharge.

Me too. 

ST

Apologies for not using mine every day 😕

but “once bitten twice shy”, it was flat after a week, having used it for only two hours. I’ve learned my lesson but as an engineer I’d like to have it working to spec 😎 hence the extra testing and caution.


I'd like to know how long the S1 Pro battery should hold its charge when not in use. I went away for a week with battery fully charged and it was flat when I got home. Is this likely operator error, or possible malfunction? Thank you




Forum-Admin moved GaryB's post to this discussion.

Hi GaryB,

This might have been operator error (power switch on by accident). 
OR
You may need to talk to Bose Support to have the unit repaired.

Please charge it up and leave it turned off for several days and check the power level.  The Bose Hear app will give you the most accurate battery level reading.

If the battery charge drops off significantly please contact Bose Support in Australia or call 1 800-061-046

Thank you,

ST

Hi, Studiod,

Thank you for joining the Bose Portable PA Community.  Welcome.

I'm sorry you're experiencing the battery drainage problem.

Please call Bose Support and they will take care of you.

Bose® Product & Technical Support at (877) 335-2673
(U.S. and Canada only)
Monday-Friday: 9:00 AM - 9:00 PM ET
Other regions

Thanks,

ST

I have two units with same issue that I purchased last July. My temporary solution was just leave them plugged in but Im finally getting around to dealing with it and I’m annoyed. 

I no longer have the boxes they came in so shipping them back as they requested is quite a pain in the butt. They’re fragile and heavy and inadequate packaged is a big concern. 

First bose wanted me to find something or me personally buy something to ship them back in. I told her I’m not happy with that solution and that I didn’t feel I should have to run out and buy packageing and spend time and money shipping these things back.

After some negotiation Bose told me they want me to take them to UPS and have them package them and call them back with the cost for ups to package them. That Bose would reimburse me the expense for packaging. I found this acceptable as it is more convienent than option 1 and doesn’t cost me money just some time but still a pain because now I have to call back in again to get refunded after I take these in to ups and I’m without them for a few weeks. 

 

All in all pretty disappointed and annoyed by this experience. I know its not an ideal situation for either party. I’ve always been a huge Bose fan and have a lot of their products. However, first and only time I called support and found their quality and commitment to their customers is in the original products and not so much post purchase.

I would have liked Bose to send me new units right to the house bc I feel like the batteries on these are half shot being that they sat completely drained for 2 months + this isn’t really my problem. I don’t use my S1’s except during the summer months for a few parties I have every year and the battery life is important to me. Sorry got lengthy just venting. 

 

 

I have done three comprehensive tests over the past two weeks and have discovered that my S1 Pro is NOT exhibiting this battery draining issue (unlike I reported in a post in January).  

I must have, mistakingly, left the S1 Pro in the "on" position at some point before first testing and reporting the issue. Over the past 10 days, I have periodically checked the unit's charge by turning it on and connecting to the Bose Connect App. Each time the S1 Pro has reported to the App that it is 100% charged. I am sorry to have mistakenly reported the problem with my unit.

Still, I appreciate each off you doing your own testing and, as always, a big "thank you" to ST for helping us navigate through the Bose Professional equipment and uses for that equipment!   Happy Spring!

Well... it has finally happened!  Bose technical support has been moved offshore and is markedly different, especially when compared to the technical support that we always received from the kind folks in Framingham.

I spoke too soon about my S1 Pro! Ten days ago I reported that it had held a charge for a couple of weeks but...   in preparation for a wedding rehearsal this Friday (I now use the portable S1 Pro exclusively for rehearsals, yippee), I turned on the S1 Pro and the Bose Connect App and found that the battery registered 10% and the red light on the S1 Pro was flashing. This means that 10 days after the battery reported 100% charge it is now at 10%.  Darn-it!

I asked to be transferred to someone in the US and was promptly transferred to Bose support in the UK. I had an easy time of getting the information to them and within minutes, I received an Return Authorization and a label to use to send it back for repair/replacement. This is why I NEVER get rid of my shipping boxes and internal shipping materials. Yay!

Once again, Bose really delivers in an easy and positive way.

 

Hi Everybody,

Here's the latest update from Bose.


We have an update regarding the battery drain issue. Although we are still working on implementing a sustainable fix, we have encountered a delay in the repair process.

If you are experiencing this issue, please refrain from setting up service at this time. Until this is resolved, we recommend charging your S1 fully before each use. Once we have an update regarding the repair turnaround time, we will share it with the community.


ST

****, I just sent one of mine back for repair today. Bose support has been great trying to take care of this for me (see my earlier posts) but I’m really surprised that it’s taking this long to get it sorted out. I’m really looking forward to getting this all behind us. 

I have two, I sent them back separately. The second one I havent even taken out of the box. The first one, has held its charge longer, but does lose it over the course  of a couple of weeks. The reason I ask is, I am going to sell both of mine ( as I have gone back to my L1 Model 2) and would like to sell them fully functional.

 

cheers

 

Wiz

Hi Wiz,

Were both of these units repaired or are they new replacement units?

Please check the one in the box to know if it's okay.

Regardless of what's happening with the battery now, both are covered by the two year warranty.

ST

thanks for the reply, but its not really what I am asking, the original post read a bit like, they had discovered something SINCE units have been being repaired, so it would be hand to know if my REPLACEMENT UNITS (both having been sent back to bose for this issue) are still affected.  If that is known by bose.

I just got my S1 Pro back from repair re: the battery draining issue. They said they replaced the battery. I charged it to 100% and it was at 90% this morning. I'm not sure Bose has an answer for this issue and wish they would provide some accurate information for the owners. I'm concerned that they will not have the solution by the time the Warranty is up.

Hi Sparkysings,



sparkysings posted:

I just got my S1 Pro back from repair re: the battery draining issue. They said they replaced the battery. I charged it to 100% and it was at 90% this morning.

I'm sorry the round trip through service didn't solve your problem.



I'm not sure Bose has an answer for this issue and wish they would provide some accurate information for the owners.

Bose is still working on implementing a sustainable fix, and that's why they have asked people not to send units with this problem in for repair for now.

I'm concerned that they will not have the solution by the time the Warranty is up.

Please don't be concerned about running out the warranty. Bose has will take care of you. Warranty won't be an issue.

ST

Bose, This is beginning to be ridiculous. I have 3 that I recently sent to you for repairs. Now you say Not to shipp !

Can't you talk to your support department to harmonise.

Now I have no more for the shows and have to rent, 

Will you repair soon ? Do you have a fixe or not ?

Will you shipp them back not repaired ?

Please clarified the situation for every body

Thank you.

 

 

Hi Studiod,

Studiod posted:

Bose, This is beginning to be ridiculous. I have 3 that I recently sent to you for repairs. Now you say Not to shipp !

Can't you talk to your support department to harmonise.

Now I have no more for the shows and have to rent, 

Will you repair soon ? Do you have a fixe or not ?

Will you shipp them back not repaired ?

Please clarified the situation for every body

Thank you.

Please watch for a private message.  I need to get your contact information and repair order details.

Thank you,

ST

Well... it's a first for me!  Almost two weeks back, Bose asked that I send my S1 Pro to their Indiana repair facility (which I did on 4/8/19 just after completing a gig and two weeks before my next need for it).  It was received into that facility on April 10th at 12:16 p.m. but the receipt by Bose has not been confirmed to me or reported to me since.

Just to make certain that all is well, today I called Bose Support and the call was answered in what I can only imagine is a third-world Asian-speaking location. After two unsuccessful attempts at a conversation, I asked to be transferred to someone at Bose in the US.  Just as happened on 4/3 (see my post dated 4/3 above), I was transferred to Bose Support in the UK.  I spoke with a very helpful support agent who instructed me that they received word just yesterday that any units that had been sent back for repair for this issue are NOT going to be repaired or returned until Bose identifies the root of the problem and an appropriate solution.  WHAT???    Did I hear you correctly??

Yep!   My S1 Pro is in limbo and is being held until Bose figures out what is wrong.  This seems to be VERY un-Bose-like.   It is even more surprising since Bose knows that folks who have bought the S1 Pro units are using them to make money with them.

My recommendation to Bose is to promptly return these units to their owners who need them for money making purposes and then let us know when Bose is CERTAIN that they have the answer as to what is wrong with them.  I'm not certain but, as the owner and senior manager of a robotic electronics manufacturing company, I believe I am at least qualified to understand their situation and to suggest a course of action that limits downside to their customers.

Bose, please send back my unit!  I will, happily, wait until you KNOW what the true solution is before sending that unit to you again for repair or replacement. Then, I will expect the repaired or replacement unit to be under warranty for a period of two full years from the date I receive it in perfectly working condition.  😳  

I'm just sayin'...

Wow, what invisibleDJ posted gives me some concern. One day before ST posted the update from Bose about not sending in S1 Pros for repair, I sent mine in after getting assurances that they had figured out what was wrong. I told the representative that I didn’t want to send it back unless they definitely knew how to clear up the issue. I was told they do. Then, ST makes his post.

After invisibleDJ posted this morning, I called Bose for a status update on my unit and was told they were waiting for parts to come in. I told him what I read here and asked if they definitely knew what was causing the problem and how to repair it. His response was yes they know what it is, which directly contradicts what is being posted here.

I have no doubt they’ll get it worked out at some point but this is not being handled well. While I understand not wanting to directly comment on the problem, keeping customers in the dark about what’s going on is aggravating. At this point, I’m irritated that I don’t know when I’ll get my S1 Pro back. The representative said the parts will be in next week but it doesn’t sound like he truly knows what the status is and it sounds like Bose doesn’t even knows how to fix it yet. I really don’t like being kept in the dark so I hope Bose gets this figured out fast!

This may be semantics, but I interpreted STs update from Bose to mean that they know what the problem is, they know how to fix it they are just having a logistical problem getting the units repaired.   This could be, inability to get parts and or insufficient staff to do the repairs, something else or all of the above.

I feel for all parties involved.   Bose snapped into action in an effort to provide their usual great customer support but it appears they may have underestimated the scope of the problem which in turn caused a bottle neck on the delivery of said service.

Those that sent their units in before receiving a replacement are in an unacceptable position and are rightfully upset.

Those that still have their S1s, affected or not, can at least still use them even if the have to charge them up before use.  

I'm confident that Bose will make everyone as whole as they can whichever group you are in.

 

I brought my two S1s to a Bose repair shop. Sind nobody really knew what is going on I took them back home again. Good decision.

What I can see/read here is, that Bose has really tolerant clients or fans. Bose should treat them with more respect.

It seems everyony here accepts that there is a technical failure, but not that there isn't a minimum of fair communication. We should know if either Bose can repair the S1 or not. A rough time schedule would also be nice. 

After a year with 2 S1s and no idea what's going on I'm quite fed up. This is not a polite way to handle such an issue. I'm sory to write this here but what else can I do? Next step would be a contract annulation. At least in Europe we have the right to do this in case of a hidden shortage. Is this what Bose wants? I don't but if there is no other way ... Bose, better come down from Olymp!

Hi Everybody,

If your S1 Pro battery is draining when the system is not in use and not connected to AC power, please continue to be patient while Bose implements a sustainable fix that can be carried out in all locations.  In the meantime, please charge up the unit before each use. 

Please note: This issue does not affect the battery life while you are using your system. The battery drain only happens when the S1 Pro system is off and not connected to AC power. 

I apologize for the confusion over the past month:

March 19, 2019
Bose announced it could repair units that had this problem and asked customers with the issue to contact Bose to set up a repair order.

April 9, 2019
Bose announced it was still working on a fix and asked customers to hold onto their systems until the fix was in place.

Unfortunately, some customers had already sent in their systems to be repaired. Bose is working with those customers to ensure they have a unit to use while it resolves the repair issue.

There is no need to contact Bose Support about the issue. When there is a resolution, we will announce it here in the community.



April 16, 2019
If you sent your S1 Pro for repair since March 19 and Bose Support has not contacted you yet - please send me a private message with your confidential details

Subject: I sent my S1 Pro in for repair for the battery drain issue
with:

  • Your full name
  • The email address you used when you contacted Bose Support
  • The Bose order number they gave you when you set up the repair



Thank you,

ST

Hi PZ,

PZ posted:

I brought my two S1s to a Bose repair shop. Sind nobody really knew what is going on I took them back home again. Good decision.

Yes, that was a good decision.  Bose has not set up a repair process for the battery drain issue yet.



What I can see/read here is, that Bose has really tolerant clients or fans. Bose should treat them with more respect.

Bose has the utmost respect for its customers.  This is an unfortunate situation, but if people charge their S1 Pro systems before using them with batteries only, this should not impact their shows.



It seems everyony here accepts that there is a technical failure, but not that there isn't a minimum of fair communication. We should know if either Bose can repair the S1 or not.

Bose will fix this problem under warranty. They are still working out the best way to do this for everybody.  They made the mistake of announcing there was a repair solution too early, and that has led to confusion and inconvenience for customers. 

A rough time schedule would also be nice. 

This is a top priority at Bose. There are many steps involved in rolling out a sustainable solution world wide. As soon as there is a resolution, Bose will make an announcement here in the community.



After a year with 2 S1s and no idea what's going on I'm quite fed up. This is not a polite way to handle such an issue. I'm sory to write this here but what else can I do? Next step would be a contract annulation. At least in Europe we have the right to do this in case of a hidden shortage. Is this what Bose wants? I don't but if there is no other way ... Bose, better come down from Olymp!

I understand you are fed up. Bose is trying to be polite and will handle the issue under warranty and in compliance with the terms of sale in each region. 

There have been some missteps in the communication process, and we will continue to provide the best information we have, here.

We're not up on Mount Olympus. Almost all of the people on the Bose Portable PA team are musicians with great compassion for their customers.

ST

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