Posting this here after Bragi has completely stopped answering emails in my support case.
My Dash Pro broke after one hour of use. It’s the issue where the left headphone stops working that has been described by others.
Due to a 48 hour delay on every support communication with Bragi, it took nearly a week to establish that it needed replacement.
Upon first receiving my Dash Pro, New Zealand customs charged me $150.02 in fees and taxes. I asked Bragi in one of the early emails about the replacement if customs would charge me a second time for the replacement unit. I was assured the replacement product would clearly be marked as a replacement and that there would be nothing to pay.
After the return was booked with the courier (UPS), the courier failed to pick up the parcel from my office for three consecutive days, preventing me from going out in case the courier would decide to show up. On the third day I gave up and spent an hour and a half, driving to the courier drop off location myself.
When the return shipment finally got back to Bragi, days went by without any information. I had to email once to make Bragi check that the return arrived and a second time for the replacement unit to be issued. At long last, nearly a month after my Dash Pro broke, the replacement arrived in New Zealand, where it promptly got held up by customs. At this point I reached out to Bragi asking that they step in, given their earlier promise. I received no response. In the following days, I spent several hours on the phone with the courier company, trying to get the parcel released from customs to no avail. I reached out to Bragi a second time asking for help. Again, no reply.
This is the state of matters today. I have paid Bragi for the Dash Pro, I have paid $150.02 in import fees to New Zealand, yet have no product. New Zealand customs is unlikely to release the product to me without some further payment, even though I have paid all the fees once before. And Bragi seems to have decided to turn a blind eye.
Unless Bragi steps in, I will have wasted north of $600 and countless hours and frustrations on this product I used for one hour. I am extremely disappointed.