A few months ago, some owners of Boses Quiet Comfort 35 II noise-canceling headphones complained that recent firmware updates had affected the effectiveness of this noise reduction feature. Sounds that were once eliminated by Bose's Signature NC were more audible after the update. This has caused people to downgrade their firmware to restore performance.
In an update released yesterday in the community forums, Bose noted that the issue is still being addressed. "Our engineering and service teams continue to look to the latest developments," Bose wrote. However, the company asks the affected customers for personal help. Bose does not seem to be able to get a complete picture of the processes in his own development labs. He has planned visits to QC35II owners to test and watch the headphones "in a live environment".
Strangely enough, Bose marked the forum thread ̵
Any QC35II customer located "reasonably close" from Bose's headquarters in Framingham, Massachusetts may complete a survey when he is ready to let the company come. The process begins with a phone call, during which Bose decides whether to perform a personal test. It seems the company does not mind traveling a bit, as even people in neighboring states are eligible.
When the problems initially arose, Bose insisted that it had not messed with noise cancellation in any recent firmware, and it encouraged customers to go through normal maintenance support channels. But at least these recent efforts show that the company is taking this situation rather seriously. If there really is an underlying problem, Bose is determined to find it.
Bose offers the Noise Canceling Headphones 700, a new flagship of very good noise canceling headphones on the market. So there's every reason Bose keeps working on it.
This continued customer service push came about after Bose discontinued its unique sleepbuds earlier this month due to a battery problem that led to unpredictable performance and random shutdowns. The company has stated that it continues to focus on manufacturing future products that help people with sleep disorders.