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I owned several Bose products due to quality and good customer service experience in the past, but not anymore. It looks like they outsourced the customer service oversea and the experience is terrible. They don't have any idea about the products, repeat over and over, "don't worry. we are here to solve your problem and to confirm your information. it takes literally 45 minutes." It make the experience so bad that you end to cancel any transaction you were ready to complete and decide to buy the Beats instead. One thing those people oversea don't understand that for Americans customer service is so important, some time more than the quality of the product. It's what make us to have confidence in a product. Bose you have lost me as a recurrent customer not matter how good your product sound. I am now a Beats fan.
In contacting customer service for Bose, I was greeted by a ESL person (not a problem except for explaining how to spell my name... NO JHON). TO the meat: Bose offers a program to replace damaged headphones for a fee plus shipping. They will ONLY replace the exact headphones... SO the process is that I send in my damaged goods, after I pay for the replacements (and shipping) wait until they receive it, then they will send the replacements in 7-10 business days. This means I will be without my headphones for 2-3 weeks... For a company that demonstrates their leadership in sound quality, their reluctance to let me hear it for 2-3 weeks is astonishing.
Put an order on the website to buy a speaker, got an immediate confirmation email about the order. 13 days later after no news about my order, decide to call them and the operator let me know they cancel my order due to some inconsistencies on my credit card and address. When I inquire why they did not contact me to let me know, she let me know that they don't contact the clients. Try to get transfer to a supervisor, after half hour of wait decide to hang up and get a speaker from other more reliable company.
I chatted with them and the agent assured me I could try the product and return if I didn't want it. I've had good experiences with Bose in the past, so I ordered the noise reducing headphones, about $300. I wasn't satisfied, could still hear all the background noise, so they sent me a UPS label email which I printed and I returned it using their label. 26 days later I notice no refund yet. I call and they say what is the tracking number. I open the email and I'm no longer able to see the tracking number, it says it is expired. Oh they say, "we can't tell you if it was received unless we have the tracking number."
"You have to call UPS and ask them." I call UPS and they tell me "no, the sender of the label (Bose) creates the label and you have to ask them." I call them back and they conveniently do not know how to find the tracking label, but no record of a return. Meanwhile, while I am on hold, I am looking through a month of receipts I have, and I find a receipt from the drop off location and look up the tracking number, and guess what, they did revive it 17 days ago. When the fellow returns to the phone, I tell him I found the tracking number and they did receive the package 17 days ago.
He took the number from me and then he says, "oh yes I see here that the package was received on August 14." Then I say, "so why is there no indication with my order number and record that the product is returned, and why haven't you issued a refund in 17 days." Then he says "oh, we have a new system and we are having problems with returns. Don't worry." I said "I'm not worried about getting my refund, because I will get it one way or another, but I am worried about doing business with you in the future if this is how you operate." I said "how convenient for you, that you have no record of returns or tracking numbers until the customer can prove the return, and how convenient for you that all record of the tracking number via email gets erased." Hmmm.
I bought a Bose system 3 years ago... Long out of product warranty. I called the Bose helpline and they asked me to send it back to get it replaced. A couple of things here say how "above and beyond" Bose is in standing behind their products. 1. It was well after the advertised time the Bose helpdesk would be closed. Two: The item was well out of is warranty but after troubleshooting with me, the tech said "That's odd. I want to take care of this." and he waived the repair fee and paid for the shipping too. WOW! I really respect how they stood behind their stuff.
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We purchased a Bose sound system for our TV about four years ago. It came with a master remote which developed problems over a period of time probably from wear. I got the customer service number off the Bose website and called them. The representative I spoke to was extremely knowledgeable and identified the problem immediately. She not only sent me a new remote free of charge but placed on expedited shipping at their expense. We have had good luck with Bose products and their customer service was outstanding. I would not hesitate to purchase their products in the future.
Called in to trouble shoot Lifestyle 650 - Will not take update. Put on hold for over 20 minutes multiple times every time I call in. Supervisor finally got on and stated they would send a new Controller. Called back 2 wks later since not received and rep states can't find record. Again placed on HOLD - Customer service is the worst - $4000.00 and can't get not get an answer to simple questions. Stay away from BOSE not worth the Money any longer.
We have always enjoyed the BOSE products we purchased. Their service was awesome and although you paid a little more you got excellent service. I think those days are gone. Last year we purchased a home sound system. We purchased one of the top of the line systems from BOSE. We have always enjoyed their product and most especially their customer service.
We installed the system just to realize that it didn't work. We called and had a new one shipped. We have yet to enjoy our home sound system that was purchased last fall. We hired a company to put the home system in but found that the remote was not working. The store salesperson shrugged when we complained, and he explained we had to wait an additional 10 days for a replacement piece. The company we hired to install the system stated that the directions were inaccurate and hard to read. Gone are the days of helpful salespeople at BOSE. Gone are the days of backing your product and producing results quickly at BOSE. Not sure we will purchase from BOSE again.
I purchased noise canceling headphones 2016. Shortly afterwards the jack plug on the connection cable malfunctioned. Since then I have tried without success to source a replacement. Bose UK service centre promised to send a replacement FOC to my UK address which never turned up and the Hamburg store where I was living at the time told me they didn't have any. I am now based in Singapore and Atlas, the Bose agent want SGD50 to supply the cable. This has been a 6 month odyssey. Guess what - I have given up and bought a competitor's product. Excellent as Bose quality is it is not worth the hassle. I find it remarkable that they make it so difficult to obtain a replacement connecting lead but so easy as to lose a long term customer.
My multiple CD player has been in BOSE repair multiple times and never is fixed. For the 3rd time I took it into the store today and asked the Asst. Mgr. for a replacement. I told him about the multiple times in service; but, when he called to report the problem he refused to say it was the third time in a row because he only helped me two of the times. The store had no history of my account and neither did the repair department. Confusion is rampant in the service department and it is compounded by the fact that their telephone repair agents are in a foreign country and get confused easily.
The 3rd time I took the player into the store a telephone representative in a foreign office told me I had to take it home and send it from there. Today BOSE wanted to charge me for the new CD player in spite of their failure to fix it. This could have been avoided had the Asst. Mgr. given thorough information on the phone; if the store had a record of my transactions; if the repair department had records of the transactions involving this player; and if BOSE hired good old Americans to handle their complaints! VERY DISAPPOINTED! The merchandise may be excellent, but that is wiped out when your equipment needs repair and you join this circus! On top of that, I paid $75 twice for the non-repairs!
I purchased my headset at the AT&T store in NY city (not where I live) because my iPhone 7 won't accommodate my wired Bose in-ear headset that I LOVE and have had for about 5-6 years. I own a lot of BOSE products so I thought the BT headset was a no brainer. They sound great but won't stay in my ears, especially when I try to run or work out. Sure, I sweat a lot when I exercise but who doesn't. I tried all tips that came with it and none are perfect. I think a part of the problem is the bulkiness of the unit. I called Bose support to see if they can replace this unit with another or just give me a refund?
I got someone overseas who wasn't listening to what I was saying and kept repeating the same lines again and again, like my experience was going to change. She said I would need to go to NY and see if the store can help me out. Seriously? When I started digging I found a CNET article addressing this and reporting that BOSE loves their customers and do whatever it takes to make it right, but not in my opinion. HELP! I want my wired headset to magically be wireless.
I purchased the wireless Bose Soundsport headphones. The sound quality and battery life were both great. One day they just stopped charging or turning on. They looked brand new, I only wore them working out, no scratches or any damage. They were still under warranty, but I had to pay for the postage to mail them back, and they even charged taxes on shipping. For the $22.80 I paid for shipping, I could have just bought a cheap pair of headphones for the gym that would have lasted as long as my first pair of these.
On March 20th, I purchased a BOSE QuietComfort 35 wireless headphones - Serial # 072546Z63483436AE at the FNAC Roissy Shop. I used it on a flight between Paris and Dubai on April 22nd. Connecting the On Board video system, the connection cable got trapped in the table hinges. By pulling it, it started to unraveled and ended into a shredded jumble of multicolour cables, sheath etc... Therefore, UNUSABLE. Now in UAE, I ended buying a cable at the MIRDIF City Centre Bose shop for AED 149.00. Doing a quick check online, I then observed incredulously that I'd been "cheated" as the suggested Retail price is showing at AED 39.00! Is that common practice? Not happy enough to sell expensive equipment, you are allowing abusive price practices.
I have to say that it's the first time that I experience such a sort of troubles with your brand. As a family we have 2 WAVE Systems, 3 pairs of headphones and 2 wireless speakers. What's happening? I do not recognise the brand I've been loyal to since 17 years! Ending with a strapped cable and an overpriced replacement is just not acceptable. I'm so gutted that I'm really considering selling all my BOSE stuff on eBay and replace it with JBL or B&O! Any explanation to what happened to be will be strongly welcome.
I had purchased the Bose L1 Model II with B2 Bass and T1 Tone Match Engine from Bose.ca on March 27, 2017. The email confirmation indicated that the product will be delivered in 4-8 business days. One week later I was unable to track the shipment and contacted Bose's customer service. They informed over the phone that the order was rejected since the shipping and billing information did not match, however, Bose did not bother contacting me or sending any notification regarding order cancellation. I inquired as to why their website does not prevent clients from entering a different shipping and billing address if the order would get rejected. Bose's incompetent customer service agents were not capable of answering or addressing any of my concerns. It seems as if they memorised only a few basic responses in English which they keep repeating.
On April 4, 2017 I placed the same order over the phone, where a customer service representative confirmed that there would be no further issues regarding the order since they are manually entering all the information and would be able to accommodate different shipping and billing address. I was sent another order confirmation 48 hours later (had to call 3 times to receive the order confirmation). April 18, 2017 still unable to track the shipping; upon contacting customer service I was informed that they are unable to verify my order because of a different shipping and billing address. Call was transferred after 15-20 minutes of waiting time to a supervisor, who assured that she will investigate and get back to me by the end of the day, I informed her either to ship the items in 7 days to the billing address since they are malfunctioning with different shipping/billing address or I would cancel the order.
April 19, 2017 I was called and informed that they are still unable to process the order so finally I ended up cancelling the order. Over 3000 dollars is still being charged on my credit card so I am unable to purchase a different sound system online until they release the fund. I just wasted over 3 weeks and numerous phone calls with the most incompetent and imbecile customer service I had ever dealt with. If this experience is a reflection of Bose's product then I am glad that I didn't end up wasting my money on some garbage.
Purchased SoundSport Wireless Headphone for $149 + tax in November 2016. In March 2017, the clothing clip (which is made cheaply) split in half. On 3/13/17, I called Bose's product support phone number (1-800-611-1715), which is a call center located in Manila, Philippines. (The English of all the first-line call reps that I spoke to was not strong at all and hold times were extensive. The hold time for a supervisor was even longer. Shortest phone call was estimated about 30 mins.) The requested clip was supposed to arrive within 10 days and it did not. On 3/23/17, I called again (same pain as above with wait time and broken English) and told that the clip was not sent because of a supply shortage on the black clips that would not be restocked until April 4. A Navy clothing clip was supposed to arrive in expedited mail within 5 days and it did not.
On 4/5/17, I called again (same pain as above with wait time and broken English) and asked immediately to talk to a supervisor. Eventually, request was granted. I was told that the black clips were back-ordered and would not be available until 4/21. I was promised a gray clip from another headphone model (?) in expedited mail within 5 days (I'm not hopeful).
As a result, I asked to be transferred to the US Call Center in hopes of getting attention from 2 different areas and receiving a new contact number. I was told the Call Center was closed (at 1:20pm EST on a Wed) and to call the Manila call center back in a couple of hours. They could not provide a direct line but had to handle the call via extension transfer. I am becoming convinced that Bose does not remotely cares about customer service (for ex... sorry Manila Philippines call center). In 5 days, I'm heading to my local Bose dealer to just return the product and buy quality earphones from another manufacturer. BUYER BEWARE!!!
We purchased the Bose SoundSport Pulse Wireless Headphones as a gift. They cost $199 plus tax and after less than a month of use, they stopped working. We contacted Bose Customer Service on January 28th, 2017. After almost 3 weeks of back and forth with incorrect information supplied by one of the Bose customer service reps, they asked that we send back the product so they could release a replacement set which was ready to be shipped. We did just that and they confirmed receipt as of Feb. 21, 2017 at which time they were supposed to ship the new earphones to us.
After emailing them a few times, they said they could not send out replacements. The excuses range from out of stock to an error in the file. The latest correspondence has been that they needed to wait for availability of the product but promised them by early March. I checked back in with them on March 17th and on the 21st they replied that there was an error in the order but they rectified it and I would hear back within 2-3 business days.
I then contacted them again on March 24th and today, March 27th they said that my "backorder wasn't able to be accommodated in this batch". This is NOT a backorder but a replacement for a defective product that didn't even work for 1 month. They are now claiming the replacement product will not be ready until NEXT month... that means we will not receive the product until late April if they actually even send them. We had the product for less than a month and we are entering the 3rd month of NOT having them. Totally unacceptable for a supposedly high-end audio brand.
If I could rate Bose Support Center less than a 1, I would. I contacted Bose Support Center when we had our service changed from Verizon to Comcast. I was literally on the phone with a rep for over 4 hours. Prior to the phone call we had a picture on our TV. After about 3 hours of troubleshooting we lost our picture. I've tried several times to contact their support center just to be transferred from tech to tech. I am now having a company come to my house, which will cost me $200.00 to correct the problem because apparently no one can figure it out on the Bose side. I will never purchase another Bose system again. We've had this system for approximately 1 1/2 years and have had nothing but problems with it. Worst purchase we've ever made.
I have taken excellent care of my Bose Soundsport Wired headphones. Though during the past two years I have had to exercise my warranty - twice. I just want my money back at this point so I can switch to a different brand - or receive store credit to buy more substantial headphones from them. Unfortunately they are sending me another pair of their ** headphones... I look forward to calling Bose again next year/s.
I bought Bose earphone from my local Verizon store a little less than 2 years ago. Paid $108.75 for them and I hesitate because of the price as they looked like simple earphones the same as my 6 year old has. A little more than 1 year passed by after I purchased them and hardly used them the rubber plastic casing started to come off like a banana peel. Unfortunately, I work my ass off and never had the chance to call and complain. Today I remembered, and when I called the tech person he said the warranty expired and the best he can do is have me pay $70 for a new one and return the crappy one I have. I went on to argue that is not why I called! I think paying such a high amount of money for earphones that after one year look like they have been used for 50 years is outrageous.
I was expecting much more gratitude from Bose, after all I have several of their entertainment speakers around the house. The tech person should have said "We will change it for free", instead he said the best he can do is $50. I told him my 6 year old headphones that I bought him for $20 still look like new while these Bose headphones look like garbage and you expect me to pay more money after I paid $108 for this garbage??? Some things are not only about the money, if Bose hold themselves to be the Rolls-Royce of speakers, then they should hold a higher standard for their product and customers who pay top dollar. For being this cheap, Bose just lost me as a customer and all my friends whom will hear about this outcome.
Trying to buy a set of $350 headphones could not be more difficult. I tried to order online where they don't accept THEIR OWN GIFT CARDS!!! So I call their order line and they say I can't order the color I want except online. Then I call their stores who don't even know the color exists. How is this possible that it's so hard to order a pair of headphones? Garbage customer support.
I am a music lover. As a gift to myself, I thought buying this expensive product will be worthy. It's a nice product, But the wire always get loose in Headset. And it's very frustrating that every time I need to wear it, I need to fix and toggle the connection. I reported this issue from their distributor and they changed it, But the issue still the same. So, I ended up still using this one only for Noise Canceling and not for Listening Music.
Bose Mini Sound Link - This is without a doubt the most disappointing electronics purchase I have *ever* made. I bought this from Costco for $170. After I had paired it a few times successfully with my Mac, I discarded the box (reading recently The Life Changing Magic of Tidying Up, just wish I'd realized I'd be having nonstop issues with this thing, I would not have tossed the box). So I am out of luck as far as getting help or a refund or anything. Incessant problems. It will not connect to my iMac at all. Not ever. Not even with the AUX cord. I did get it connected to my MBA a few times and the phone a few times.
Over the holidays, my son told me, in a laughing sort of way (as though I'm an adorable little old lady who doesn't understand Bluetooth) to get out of the way while he connected the Bluetooth to my iMac. No go. Even he had to give up after a good and frustrating experience. It will not connect. Recently, as in beginning last night which was the first time trying to use it since Christmas, I could not get it to turn on. Then I got the orange light. Tried to connect to the MBA (knowing it will not connect to the iMac at all). No go. Will not connect via Bluetooth. Reset it multiple times. Tried plugging it in with the AC adapter. Round and round and round we go.
Finally found some troubleshooting online about updating firmware. Wasted about an hour tonight trying to do that, only to find out -- via online forums NOT the Bose site itself, that if the lights just blink continually, it means there is no update needed. Okay, so I disconnected the USB from the MacBook, and the lights are still blinking on and off in white (the AUX light and one other), while the power button just stays lit green. This thing has taken hours, and I am not exaggerating, of my life, trying to connect. Trying to turn it on. Trying to turn if OFF after spending a few hours trying to get it on (who wants to go through that again after giving up on the bluetooth problems).
I'm still left with a piece of equipment that will not work, in any way shape or form. If it's not the power, then it's the bluetooth connectivity. Removing it from my devices to try to reconnect does not work, but then again, if it won't stop blinking white lights on and off, why would it connect via bluetooth? It's still trying to tell me that it does not need an update. After using the Bose site two nights ago, their system prompted me to take a survey. Did I get what I was looking for on their site? My answer: NO. In the comments section, I let them know what was going on, and left my email address "if you care to help me out." I have not heard one thing from them.
I will never buy a Bose product again. They have a major bug in this piece of equipment and there is nothing that adequately addresses the issues online. There is even a YouTube video of a young man insisting you have to get a special screwdriver to remove the battery! Uh, no. I'm not doing that. Terrible. It's not like this is a $25 speaker either. This is Bose, and they command nice prices due to their reputation. Allow me to warn you, don't buy a Bose speaker. You can do much better with another product. I'd like to add that I am incredibly frustrated, and that I have indeed spent hours with this thing. I have to stop now, because of what Einstein stated: "The definition of insanity is doing the same thing over and over again, hoping to get a different result." The result is always the same: no sound. JUNK.
I was one of the first to purchase the new 650 lifestyle system in October. It was $4000.00 but being a fan of Bose and having a 18 year old Acoustimass that was awesome and never had an issue I was excited to upgrade. So the day it was delivered I hooked everything up and found the wireless bass module had no sound output. I looked at the light on the unit and found it blinking steady amber. I tried several times to reset up the system and it would not work. I called Bose support and they determined it was a firmware issue and said that in the sometime in January there was going to be a software update that would fix this problem. They said sorry it doesn't work but it will be fixed eventually. They said try a 3.5mm cable to hardwire the module that should get it working until the firmware.
I tried the cable ad it didn't help then I was told I must be using the wrong kind so they would send me out a Bose cable. I said it's not going to make a difference this cable is from apple for me iPhone it works fine. I was told well it must not be a good cable. I was basically told I must not know the correct cable. I was pretty upset this system was not working but my hands were tied. I immediately called the Bose factory outlet store and explained the problem and was told to bring the whole system in for an exchange no problem. So day 1 unassemble the unit and the wiring and speakers and drive 1.5 hours to exchange it. I get home and hook the new system up. It worked and I called the Bose store to thank them.
The next day I went to turn the unit on to watch tv and there was no bass. I looked at the bass module and it had a white light meaning it was on and working but no bass. I called Bose support and the first thing the support tech asked was how I knew there was no sound coming from it. I was insulted for one thing so I said hmmmm let me crank this up full volume real sarcastic. I said well that didn't work still no bass sound. Then I was told well you may not have the bass intensity high enough. I was at this point getting mad and I told the tech there is no sound coming out of it. Why on gods earth would I be call you and waste your time? So at that point she said let's try resetting it which meant pulling the power cord out and re plugging it in. It worked. She said well it must of had a boot up problem so its resolved.
The very next day there was no bass sound when I powered it on. I searched the Bose community site and found dozens of complaints with this bass module. I called Bose support and asked to speak to a supervisor. The supervisor told me they were not aware of any bass module problems and when I said on their Boss site there are dozens of people that are having the same problem she said sir if there were problems we would be aware of it. So again I was asked how I determined there was no bass sound and did I have enough bass intensity? So I told her that no it was producing sound and told her if I unplug it and plug it back in it will work. So she had me do it and it had sound. She said let's do troubleshooting.
She had me do a system reset and when it rebooted the Lifestyle unit it would not advance off the setup menu. The remote was useless. I was told well that indicated a bad unit. We will send you a out a new unit once I returned this. The procedure took about 10 to 15 days after we get yours back we will send one out. I could not believe what I just heard. I said how about you send out the replacement and I'll box this one up in the box the new one comes in and I'll return it to you which she said we do not do that sir. So she said I'll send an email for the ups return label and that was it. So now I have no sound system and my tv is useless unless I tear my cabinet apart and unhook everything.
I called Bose outlet store and told them what happened since they are the only Bose representatives that care and are knowledgeable and the manager said oh that’s simple to fix just hard reset your remote. I'll tell you how and as simple as that a literal 20 seconds later my Bose system was up and running. The bass module was still acting up and all I do is unplug it and plug it back to get it working but at least I could use my tv. I kept reading the Bose community site posting and reached out to them about my system and there is a tech on there that said Bose is aware of the problem and it's tied in with interference problems. They said to change some router settings on my Fios wifi router and see if that helps. I did the setting changes and it helped it so every 2 or three days it has no sound on power up.
Then in mid December there was a firmware update that helped even more. This now will malfunction even less now. Maybe 4 to 6 days before it acts up. I called the Bose outlet store and told them what was going on and they said they had owners experiencing my same problem and Bose was working on a new firmware update sometime mid to late January to fix this. I reached out to the Bose community site and the tech emailed me and said they had new bass modules that had this new firmware update and said it will finally fix your problem so he sent me one out. The day the module arrived I plugged it in and it acted strange. This powered on with sound and then the indicator light would turn yellow and no sound then turn white and work about 30 second and do it all over again and then it shut off. No light and no sound. I unplugged it to reset and it shut off immediately and would no stay on no matter what I did.
I called Bose support and told them what was going on and was told that's impossible and that only pissed me off more. They made me try a bunch of things include using the hard wire they had sent me way back when to try to eliminate the wireless feature and also eliminate the interference issue but it did not help. Then they said well it's got to be interface so they had me move it to other locations and it did not help. They said well it must be a defective unit please return and I'm ordering a replacement one right now. I think what makes me really mad is on their community boards they have been sending out hardwires and making people do basically the same stuff and are not able to fix it at this point. I reached out to the tech on the Bose community site and told him what happened.
I called Bose support Friday to check on my order status since I had received it or gotten a notice of an order. I was told by support it was not ordered and that they were waiting for me to not only return the new unit they had sent out which I did return but they also wanted my unit that I had to be returned first but they would make special consideration and send me out a new unit without first returning to the existing one. The tech from Bose community sent me and email and thanked me for updating him and also found the unit Bose was sending out was an old unit and not the updated firmware unit so he changed the order. He also made the comment that once it’s hardwired it eliminates all interference issues so he thinks it could be a defective lifestyle unit.
So at this point I'm waiting on a 4th replacement module that may or may not resolve the problem and I have had this since day 1 out of the box and it's not resolved. They tell me it's interference issues that a hard wire cable will fix it which doing this did not help so interference is out the window. I think either they need replace the entire unit one last time with a proven working bench tested unit or they send out a field technician with a replacement unit and fix this once and for all. I spent $4000.00 and it's not worked since day one.
There is something going on very wrong here and they need to read their own community boards. The issues seems to be related with this bass module. It's used in multiple Bose sound systems they sell and it malfunctions the same way no matter what system that is using it. I'm as a loss here. I know if it's a brand new car and once you throw parts at it three times and it does not fix it I believe it's a lemon and gets bought back. I want this fixed plain and simple.
I never write reviews but I feel compelled to. Bose UK hands down offer the best customer support I've had the pleasure to experience in recent times. I run a business and so I deal with lots of big corporations and not many even come close. I love their speakers, I love their headphones and I especially love dealing with a company that actually respects my custom. Bravo.
I recently purchased the New Bose Lifestyle 650 system and after many hours on the phone with tech support, to try and resolve the problem with the up and down buttons on the remote not working on a consistent basis. I still have not gotten the problem resolved even after many hours on the phone with Bose. I would hesitate in buying this system until they get this problem. I have had 2 other Bose systems in the past and have never had a problem, but I cannot say the same for this new system. With a price tag of $5000, it seems to me, someone missed the boat on this particular item.
Ordered SoundLink Mini Bluetooth speaker II online, and was suppose to take 2-3 business days. Then the confirmation email said four days, but included no tracking number. On the fifth business day (excluding Saturday) I called Bose - the person reluctantly answered that she was actually in Manila (shame on Bose for outsourcing) & according to this Bose representative, the item hadn't been shipped at all. I cancelled - thank you Bose for ruining an intended gift.
I called yesterday to see why this shipment, that was in stock when I placed the order on 12/14, had not yet delivered. The customer service rep told me that it would be delivering sometime next week. I told him that this was a Christmas gift and that was not acceptable. The shipment should have already arrived based on the 3-4 day transit and 4 day maximum order processing time. I asked to speak with a supervisor and was placed on terminal hold. I waited for 15 minutes on hold and then hung up and called back.
The next rep that I spoke with told me that you were out of stock and had a long list of backorders. The new shipment wouldn't even be arriving to your warehouse until the middle of next week. Again I asked to speak with a supervisor. The supervisor confirmed that the information from the second rep was correct and they wouldn't have anything to ship until next week. I asked her to cancel my order and refund my money. She said that she would cancel the order and not to worry because they don't charge my credit card until the order ships. I went out and purchased a replacement gift and considered this issue closed. Awful experience, but closed.
Online store showed inventory available at time of purchase 12/14. Order confirmation didn't reflect any backorder issues. No backorder email sent when the warehouse couldn't fulfill the order. Misinformation from Customer Service. Apathetic attitude on behalf of the first CS representative. This morning I received the attached email informing me that the order has now shipped! Of course it won't make it in time for Christmas and I already purchased a replacement gift. This is only adding additional work for me to now have to return the item and track the receipt by Bose and track my credit.
I am truly disappointed in this Bose experience. Over the years I have purchased multiple Bose products and always felt that your company provided the best in customer experience and product satisfaction. I have no idea what has happened to your customer service reps, web services, and supervisor follow through to resolve and properly close an issue. Out of curiosity, I searched the web to see if anyone else had any problems with Bose customer service. Lo and behold, Bose has the lowest possible rating on Consumer Affairs and the issues indicated are identical to what I just experienced. Bose you better get your act together or your reputation may be irreparably damaged.
I called and ordered a Bose under our company policy and paid for expedited shipping for a holiday gift in order to receive it within 1 business day. I sat on hold for over an hour each time I have called their customer service line. Three business days later, I have not received an email confirmation or receipt of the order or tracking information. I called Bose who said the ordered has been processed but the shipping label has just been created. After confirming the order number and tracking information online, I was told I would receive an email but still have yet to receive it. Bose customer service was not remotely apologetic and did not attempt at all to rectify the situation.
In order to get a refund on the expedited shipping, I have to call Bose back after I have received the product and sit on hold. I rather pay them money not to speak with their incompetent customer service. Now the product will arrive days after I was guaranteed its arrival, after the holidays and Christmas. I am incredibly disappointed by their service and demeanor while on the phone and had I read reviews prior on Consumer Affairs would have chosen a different product. I will no longer support this company.
Whilst I purchased the QC35 headphones I'm disappointed that I cannot use them through my Wave Sound Touch system. I would of reasonably expected to link them up wireless and not through my Laptop. I called Bose Customer Support. I asked the question who then took advice from the Technical support. Customer experience was good and I would of reasonably expected to see on the outer carton the wording. This is not compatible to our BOSE Music System whilst the Customer service gentleman was using a great deal of empathy. I was not the only customer who had the same issue.
Just reading through the other reviews I should be feeling 'welcome to the Bose customer service abuse group'. However, I feel this is just absolutely pathetic for a company for one of the best sound systems in the world to have the world's worst customer service. Basically the customer service is 'outsourced' and there is no 'correlation' to their services to what is happening on the ground in US. I was sent an order that I had canceled within a hour of placing the order (and also after speaking with someone to confirm it was canceled). Then I was put through the inconvenience of sending the package back to get my $$ credited back for the stuff I did not want and was sent because they made a mistake! Did I hear someone apologize even once? Not really.
Fast forwards after a month - no one knows where the package is, no one knows my UPS tracking number and as for the $$ that was taken out of my account - not coming back anytime soon. This is only the beginning of my venting of how terrible this service, I will not rest in peace until my money comes back into my account. And then, I'm banning Bose for life. I don't care how good they are if they don't value their customers.
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