bose.co.uk

Unimpressed with Customer Service

Why are Bose UK Customer and Technical support "help" telephone lines so useless? Since buying two Bose items, having waited so long in life to afford them, I've had nothing but hassle from them. I expected a first class service for these highly-crafted products. I was advised to send a new smart speaker back when it kept stopping while playing. For a start, it was new and shouldn't have been stopping, needing repair, after all the checks apparently performed before sale. Secondly, they weren't at all concerned that I'd be left without a speaker for weeks while they did it. I expected to be offered another speaker while mine was being repaired, as I was only using it for music through my phone.So I decided to buy another identical model, knowing that when I eventually had 2 of them, they could be used in unison in the home. Having finally received the item back, with the same fault happening, I find that the two cannot be used together without speaking to an advisor. Why aren't items sold with written instructions? It's not always either convenient or successful to look on a website for simple matters. I called again today about a problem with QC Earbuds not working while driving and paired with a sat nav app. I wanted operational support, i.e., to check on/off and volume operation. This shouldn't be difficult to provide quickly when I have an account with the items included on it. I was pleased to get directly through to a technician after waiting on hold to the poorly chosen music giving me a headache for some time. I was cut-off at their end while explaining the problem. No effort to call me back. I called back and this time the Bose UK number took me to someone without English as 1st language, and communication was slow and difficult. The lady was asking for a serial number, suggesting I open up the bud in a way which was unclear an@@@d not possible. I said that the serial no should be available to her from my account details (which it is) which went unheard, but should have been obvious for her to ask me for. It would have been quicker for us both. I spend ages trying all that, wondering why it was necessary for my simple enquiry, only to get cut off again. Again, no effort to call me back, their having checked my number in case of this occurrence.An hour has passed by now and I eventually get through to another agent who cannot understand an English person's vernacular in average daily expression. I dread to think how Scots or others with fine, broad dialects, cope on these calls. Of course they have recorded messages directing you to look at the Website, as if you wouldn't already be there if it was an option.So the 3rd agent started asking for my serual number again but found it on my Account after my second suggestion that she do so. I repeated my simple request which again went unheard or musunderstood. I was ill, tired and becoming frustrated, agitated and upset due to the pain I live with, the slow uptake on my calls and tfe headache I'd acquired whilst on hold. I said I'd leave it because I was being sent around in circles (as in the English vernacular). She finally understood and I received the answers and sine suggestions.They finally say, from a guide sheet, that they'll always be happy to help with issues on the phone at any time again.

Date of experience: Dec 12, 2024