Some tips for new users to get support
Use Search First
Top right corner is the search icon, use it, make a few educated guesses of what others would have written, and scroll down and read a few threads.
Reply in the best matching thread. Rarely, if you’re the first to experience that specific issue, begin a new thread. This is so the fix eventually replied in the thread is more easily found by others later.
Be verbose
In the title name the product and then a couple of words of the issue.
Then in the body, put a full description of exactly your problem.
Good example:
Subject: Liberty Air 2 right bud quiet
Body: Had my buds for 3 months and worked fine and today the right bud went quiet
Bad Example:
Subject: help soundcore not working
Body: my speaker doesn’t work. Help please.
Consider taking photos and/or a video to share to help explain to help others understand.
Say what you’ve tried already
To avoid you being told to do what you’ve already done, list all the things you’ve already tried.
Wait (at least a day)
If your product is newly released, you may be the first or very early in finding the issue (say needs a firmware upgrade) so allow time.
Don’t bomb multiple threads
Just reply to one best thread, it makes what you wrote stand out and and focuses the reply in one thread.
Common fixes
- The single most common recommendation for bluetooth paired devices is to reset everything. So delete your pairing, uninstall any app, reboot your device, reset the Soundcore product (search for its reset instructions). So you should always try this first.
- Check for firmware upgrades
Contact support
This community is a community of peers, it is not the official support location, so you’re reliant on goodwill of owners of the same product who know of a fix. Sometimes a problem is new, particularly for recently released products, so if you don’t get a reply from the peer, it has to go to official support.
Support tends to not work weekends, so if a Friday you have to wait til Monday. Typical weekday response time is within 24 hours. Wait at least that long.
In email to service@soundcore.com you need to include
- product serial number, often on the packaging, or printed in tiny letters and numbers on the product.
- proof of purchase
- description of fault
- what you’ve attempted so far to fix. Often this accelerates time til reply as it bypasses you being told “have you tried…”.
Don’t vent
As this is mostly Soundcore fans, you are actively lowering your chances of getting help if you just vent. Frustration doesn’t fix anything.
Seller’s Platform rules
Certain seller platforms do not offer free return, and replacement is requiring the unit to be shipped back at your cost. This can result in you feeling frustrated “product doesn’t work, I can only get a partial refund”. Be aware of this at time of purchase, not afterwards.
