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Constellation

Broken Galaxy Buds

Hi, my buds are broken. One ear states a red light in the case while the app says it's charged, won't connect nor make sound if it is in my ear and doesn't make a beep sound when I touch it. The other ear states a green light in the case like it's supposed to when it's charged but keeps disconnecting and re-connects every 10 seconds. Any idea why and how I can fix this? There aren't any updates on the app or the buds and my phone is an Samsung Galaxy s9.

3 REPLIES 3
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Product Expert

Re: Broken Galaxy Buds

Hello @userbuH2tQYrI7,

 

It sounds to me that the bud with the red light constantly needs to be serviced. If you private message @SamsungModerator they can help you go ahead and get you on the path to getting your buds serviced.

 

Hope this was helpful!
Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

 

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Product Expert

Re: Broken Galaxy Buds

im so sorry this happened but have you tried to let the battery from both buds and charging case die?? i found that it worked for a couple users when it came to resetting them.  Let them die completely until you re charge them and re pair them. i hope this helps!

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Product Expert

Re: Broken Galaxy Buds

Hello,

 

I am sorry you have tried all the troubleshooting steps to get this issue solved with your buds and the problem is still re-occurring.

 

My suggestion is to call 1800-SAMSUNG (1800-726-7864). Once you call them, try to reach a representative and have the valid proof of purchase handy and the serial number of the device. Let them know you want to mail in the buds for service and they will email you a UPS shipping label and give you the proper instructions on how to do this process. It typically takes 7-14 business days for you to receive them back. The serial number and the proof of purchase is typically what is needed as long as the device was purchased less than a year ago. They should be able to give you replacement buds once this process is fulfilled.

 

If you have any questions, please let us know.

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