Warranty Process

I purchased JBL headphones from Takealot approximately 10 months ago, and they have developed a fault with the function keys. After researching the issue, I found that these headphones are known to experience “ghost touch” problems, often linked to firmware faults. As the product is still under warranty, I returned it for assessment.

After my first return, I was informed that the headphones were “working perfectly fine.” However, upon receiving them, the issue had worsened significantly. The function keys became unreliable, and the audio began pausing, unpausing, skipping, and fast-forwarding on its own. I tested the headphones across multiple devices to rule out any external cause, confirming that the fault lies with the product itself.

I then contacted JBL directly, who acknowledged that the issue could be caused by ghost touches and advised me to return the headphones to the distributor. I followed this guidance and submitted a second return.

This return was again declined, stating that the headphones are functioning perfectly. However, I noted that there was only a two-minute interval between the recorded time of arrival at the warehouse and the return decision. This is clearly insufficient to properly assess an intermittent fault, especially one that does not occur continuously. I had explicitly stated that the issue is intermittent, meaning the headphones may appear to function normally during a brief inspection.

At this point, I am not satisfied that a proper or fair evaluation has been conducted. The repeated dismissal of a known and verifiable fault, despite manufacturer acknowledgment, is unacceptable. I request that this matter be escalated for a thorough technical assessment or that an appropriate remedy be provided in line with the product’s warranty.