This is true, Experience stores will do it for you. But it's a pretty sad fix. New boxes are coming a brush to clean the mesh and replacement meshes.  ... View more

This is problem definitely with the hardware design and quality. It is not a software issue, changing the main earbud has no effect on this issue.    I bought my first pair in December 2017, by April 2018 I had to submit a repair request. Got a replacement. Brand new not refurbished. Package stayed sealed until August. Opened it used it til now Novemeber. Same issue. Specifically the right ear. Volume is near mute levels now. My right ear hears better than my left and yet still I can barely hear the right bud at max bud/phone volume. Left is affected too but maybe while left earbud volume is 80% of what it was brand new, the right one is more like 10% of what the max volume was brand new.   Samsung is now sending me a cleaning kit - so they admit and aware of a problem and have a product they are sending to support cases to help resolve the issue out of replacing the device.    If this doesn't solve it to brand new levels of volume I will getting a replacement. When those ones eventually have the same issue, I will be back here to raise an alarm.  ... View more

same, Samsung help! ... View more