I have in the past bought (2) lifestyle systems, (7) 3-2-1 systems, (2) pair of large outdoor eco speakers, (1) Bose TV, (1) pair of flush mount speakers, (1) pair of shelf speakers, (4) amps, (1) computer speaker system, (3) waive radios and several small wireless speakers and headsets. Up until this year I have never had an issue with customer service. I have praised the service as the best in the world of any kind. I have no idea what has happen? The connection was so noise it sounded like there were 30 people talking in the background at the same time. The assistant first off all said they could only find a 321 system in my file. Right! Then they found it. They only half way listened to my problem but quickly decided I needed a soft wear upgrade to my lifestyle 48 to help me edit the library. They sent it and it was not what I needed I was put on hold four times and was on the phone for well over an hour. Not until I insisted that I speak to a manager did I get someone to listen to the reason I was calling. WHAT HAS HAPPENED to BOSE?
On Monday, November 21, I received an E-Mail from you stating that my product had been repaired, repair order number T20271162, but you were having a problem processing my credit card. I called your priority number and talked to Cindi. She did some calling around and supposedly got the problem solved. She said that I would receive the product shortly.
It is now 6 weeks later and I have not received anything yet. I have called several times. I talked to Gerald on 12/5/2016, LIVZ on 12/12/2016, and to Linda, Lois, and Chris.
I also called customer service and talked to Suzie and Amanda. I think Amanda was in a different department. She went away for a while, and when she came back she said everything was ok and I would be receiving my product right away.
The current activity on my credit card has 3 pending charges from Bose for $1.00 each, all dated 12/26/2016. What are these?
Please send me an E-mail and let me know what is going on!
Short version, husband’s wireless bluetooth headphone quit working in 1 ear (after 4 months). Spoke with customer service, and they were very nice. Said they would send out replacement the next day and gave me a return label to ship back old headphones. I even asked if I had to wait until they received the broken tech and was told no. I thought…wow.. great company with excellent customer service.
Email I received that day said “Please expect delivery of your shipment in 7-10 business days” and “Please expect delivery of your shipment in 7-10 business days.”
Fast forward 3 weeks. No head phones yet (they said 7-10 business days so I waited until the requisite time passed). Checked on order, and it said that nothing had been shipped yet.
Call #1, customer service tells me that UPS had no record of receiving my return and if the return label wasn’t scanned, so they could not send replacement. (Mini-freak-out ensues until I see that, indeed, UPS had my package it would be delivered to Bose the next day).
Call #2 spoke with customer service (10 minute wait), who looked at my order and had to transfer me to tech support (5 ) minute wait. I briefly explain the previous call and they said that the tracking information matches and the headphones will be delivered to me tomorrow…because they were looking at the shipping information for the return coming to them!
Obviously, I am a bit perturbed at this point and stated that this is not the information I was told upon the initiation of the return.I even read the email that I received from Bose and I was told that I was wrong and that is not what the email said. I ask how long it will take them to process the headphones once they receive them and I was told 3-5 days, then 5-10 days to ship. The guy keeps telling me that I misunderstood and that I was wrong. That the information that I was telling him was not what I was told when I initiated the return. He then asks if I would like to speak with a manager. Put back on hold. Music stopped about 10 minutes and call is now at 36:06 with no sound on the line for the last 10 minutes.
Call #3 Hold (10 minutes). Speak with rep…no transfer to tech support this time. I said that I had an issue with my return, was waiting to speak with a manager when the line went silent (no hold music that I had heard up to that point). After 10 minutes of line silence, I called back.
Basically when it all was said and done, I have to wait for them to receive the headphones, process the headphones, pray they still have that same model in stock at that time, wait for the order to be released, wait 1-2 business days for processing time and 5-10 business days for shipping.
If they would have let me know this from the start that would have been fine, but after all these calls, I have a headache!! I will never buy another Bose product again!! So many companies have better customer service, its not worth the hassle!!
12 Responses
I have in the past bought (2) lifestyle systems, (7) 3-2-1 systems, (2) pair of large outdoor eco speakers, (1) Bose TV, (1) pair of flush mount speakers, (1) pair of shelf speakers, (4) amps, (1) computer speaker system, (3) waive radios and several small wireless speakers and headsets. Up until this year I have never had an issue with customer service. I have praised the service as the best in the world of any kind. I have no idea what has happen? The connection was so noise it sounded like there were 30 people talking in the background at the same time. The assistant first off all said they could only find a 321 system in my file. Right! Then they found it. They only half way listened to my problem but quickly decided I needed a soft wear upgrade to my lifestyle 48 to help me edit the library. They sent it and it was not what I needed I was put on hold four times and was on the phone for well over an hour. Not until I insisted that I speak to a manager did I get someone to listen to the reason I was calling. WHAT HAS HAPPENED to BOSE?
Dear Repair Operations,
On Monday, November 21, I received an E-Mail from you stating that my product had been repaired, repair order number T20271162, but you were having a problem processing my credit card. I called your priority number and talked to Cindi. She did some calling around and supposedly got the problem solved. She said that I would receive the product shortly.
It is now 6 weeks later and I have not received anything yet. I have called several times. I talked to Gerald on 12/5/2016, LIVZ on 12/12/2016, and to Linda, Lois, and Chris.
I also called customer service and talked to Suzie and Amanda. I think Amanda was in a different department. She went away for a while, and when she came back she said everything was ok and I would be receiving my product right away.
The current activity on my credit card has 3 pending charges from Bose for $1.00 each, all dated 12/26/2016. What are these?
Please send me an E-mail and let me know what is going on!
Still No CD player,
Will never buy another Bose product again!
Short version, husband’s wireless bluetooth headphone quit working in 1 ear (after 4 months). Spoke with customer service, and they were very nice. Said they would send out replacement the next day and gave me a return label to ship back old headphones. I even asked if I had to wait until they received the broken tech and was told no. I thought…wow.. great company with excellent customer service.
Email I received that day said “Please expect delivery of your shipment in 7-10 business days” and “Please expect delivery of your shipment in 7-10 business days.”
Fast forward 3 weeks. No head phones yet (they said 7-10 business days so I waited until the requisite time passed). Checked on order, and it said that nothing had been shipped yet.
Call #1, customer service tells me that UPS had no record of receiving my return and if the return label wasn’t scanned, so they could not send replacement. (Mini-freak-out ensues until I see that, indeed, UPS had my package it would be delivered to Bose the next day).
Call #2 spoke with customer service (10 minute wait), who looked at my order and had to transfer me to tech support (5 ) minute wait. I briefly explain the previous call and they said that the tracking information matches and the headphones will be delivered to me tomorrow…because they were looking at the shipping information for the return coming to them!
Obviously, I am a bit perturbed at this point and stated that this is not the information I was told upon the initiation of the return.I even read the email that I received from Bose and I was told that I was wrong and that is not what the email said. I ask how long it will take them to process the headphones once they receive them and I was told 3-5 days, then 5-10 days to ship. The guy keeps telling me that I misunderstood and that I was wrong. That the information that I was telling him was not what I was told when I initiated the return. He then asks if I would like to speak with a manager. Put back on hold. Music stopped about 10 minutes and call is now at 36:06 with no sound on the line for the last 10 minutes.
Call #3 Hold (10 minutes). Speak with rep…no transfer to tech support this time. I said that I had an issue with my return, was waiting to speak with a manager when the line went silent (no hold music that I had heard up to that point). After 10 minutes of line silence, I called back.
Basically when it all was said and done, I have to wait for them to receive the headphones, process the headphones, pray they still have that same model in stock at that time, wait for the order to be released, wait 1-2 business days for processing time and 5-10 business days for shipping.
If they would have let me know this from the start that would have been fine, but after all these calls, I have a headache!! I will never buy another Bose product again!! So many companies have better customer service, its not worth the hassle!!