The headphones are physically damaged, or supplied parts or accessories are missing.
Select the appropriate troubleshooting step
- If your headphones have been dropped or are physically damaged, please consult your nearest Authorised Sony Service Center.
- If the supplied parts or accessories of your Truly Wireless Headphones are missing or lost, please refer to What should I do If I lost one side of the earbuds (headphones) or the charging case?
Note: The standard warranty does not cover physical damage or missing parts or accessories.