I purchased a JBL Endurance Peak 3 from Aztek Teknoloji Ürünleri Tic. AŞ and have been using it for approximately 21 months. In April 2026, the product suddenly broke at the joint where the silicone hook opens to place the earphone on the ear. This damage occurred during completely normal daily use while simply opening the silicone part and putting the earbud on my ear.
The product has not even completed two full years of use, so I was extremely disappointed that such a structural part could break under ordinary conditions. After the issue occurred, I contacted customer service by phone. I was instructed to send the product to technical service, which I did in May 2026.
However, after inspection, the technical service concluded that the problem was caused by “user error” and refused to provide a free repair or replacement, even though the product is still under warranty until July 2026. During my phone conversations with customer support, I clearly explained that the product had not been misused and that this defect should be covered under warranty. Despite this, my request for warranty repair or replacement was rejected, and the product was simply returned to me by courier.
I have an invoice or service record number related to this process, but I never received the original invoice by email as promised, nor was I provided with any detailed technical service report explaining the decision.
I chose JBL because I believed it was a premium-quality brand that stood behind its products. It is both unbelievable and unfair that at the first malfunction they immediately classify the issue as user error and place the blame on the customer without proper justification.
Under normal usage conditions, an earphone should not physically break in less than two years at the exact point designed to be opened regularly for daily use. I find it unacceptable that JBL is avoiding its warranty obligations in this situation.
This experience has caused me to completely lose trust in the JBL brand. I no longer wish to continue using products from a company that does not stand behind its own quality standards or treat customers fairly.
Because the product broke during normal use while still within the warranty period, and because I believe the technical service’s “user error” conclusion is unfair, I request a refund based on the current market value of my JBL Endurance Peak 3. I also request that this case and the technical service decision be reviewed again fairly and professionally, and that the issue be resolved promptly.
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