Review Time
Bought a pair of earbuds II wore them around the house, changed the tips and stability bands. Whilst wearing them outside the right one fell out and bounced into a road and was subsequently run over by two cars so was destroyed. Only had them for a week! The sound quality is excellent but the fit is obviously not great if they can fall out whilst out and about. I messaged customer service and the only option suggested was to pay £189 for a replacement which I’m not prepared to do after already paying £279, very disappointed, and a total waste of money would not recommend the earbuds personally
After weeks of waiting for the Bluetooth USB Link Adapter (to utilise my NC700's effectively with MS Teams - ie. Working Mute button), it finally came back in stock, so like a loyal user (I have been a supporter of BOSE since 2002, and have most flavours of devices, from Lifestyle Home Cinema Surround sound, through Sound bars, Smart Speakers and most headphones, thought the years), in the past I have had no problems, and found everyone very helpful either in sales or advice, until today!My new USB adapter turned up, incredibly late even by UPS standards, so today was my test run, day one some may say.Without doubt the pairing to my NC700's was seamless, so my expectation were high, my first MS Teams call soon demolished that feeling, the audio was fine as you would expect, but alas, the mute button, which only works if you connect with this adapter (hence my purchase), didn't work...pressing and holding the mute button, DID raise and lower my hand, but a short press doesn't mute, it merely causes a defocus of the meeting window, to the Teams dashboard/Home Screen.So off to the web to see if I was alone, no hits seemed to offer the same issue, so I had to resort to a call to BOSE support - this is where it has all gone wonky, the first support agent managed to cut me off mid flow, the second, well this is where the story gets interesting - Now before I get accused of offshore bashing that is not the case, but as the High St banks learnt 15+ years ago, Premium users expect an impeccable service, which is why people accept higher pricing (and subsequently started to re-onshore for Premium services) - BOSE being a Premium brand should fall into that category.After explaining myself several times and having each point re-played to me, the agent clearly had no concept of my problem (or product), and whilst clearly following an incorrect script, and significant periods of silence (clearly reading documents) had no experience of the product concerned - this in its own right is nothing short of frustrating and considering my preamble I informed her of my actions to self help. Then the worse possible statement came at me "can you reboot your laptop", these actions are not only insulting to certain individuals but a complete waste of breathe, effective triage should identify the potential competence of the customer and tailor the questioning accordingly.The agent then suggested that my NC700s were fault and would raise a fault ticket -- completely unacceptable since the day (August 2021) I have had these they have worked flawless, on Apple devices, mobile devices and natively on Windows 10 laptops, all I wanted was the mute function in MS Teams as an addition.The agent dismissed the fact that this was the first outing of the USB Bluetooth Adapter, and focused on the incorrect area - again creating frustration and annoyance.This single experience has single handedly destroyed my faith in the brand, and in my recommendation to others - I am thankful, that I have now actioned a return for this £40 piece of kit, if this had been my £000's Cinema Setup, I would be a tad more upset.The take away from this experience is;- in my opinion BOSE has dropped from being a premium brand- the support mechanism is a complete shambles and needs a massive overhaul- other Brands now need to be considered- customer services (on my third call) were so quick to offer me the refund, rather than try and resolve my issue, which symbolises the lack of pride/belief in the products.I am so disappointed in the actions taken, my illusion has been totally shattered.As I finish off, I would last like to point out that I am a Technical Director for an International BPO/ITO organisation so I consider that my opinion is not only valid but I know how to 'peak behind the curtain' for these types of issues, and also the need for customer centric service excellence.
Do not buy directly from them. T&Cs of delivery is 5 to 7 days. Their customer service is unhelpful and blames UPS. Day 11 and still no delivery. UPS seem to hold the order for days before it moves. Bose is supposed to be high end products and delivery should match that.
POSITIVES:- Very good products- If they break within the guarantee period Bose will send you new ones with no questions asked. Even sometimes outside of the guarantee period which is v goodNEGATIVES:- They no longer have shops in the UK so a return has to be done online- You request a return and then have to ship it back to them via UPS- Once they receive it and check it, they will dispatch a new product for you- UPS are AWFUL. The worst delivery company in the UK and give constant incorrect updates on delivery days and generally take 2-3 weeks each time- The overall process for sending back my earphones (5 months old) after they broke is currently at 4 weeks and counting. This a long time to be without a product I use every day.My advice would be buy a Bose product from another retailer and not direct from Bose. e.g. John lewis, Currys, Argos etc
Really surprised by all the bad reviews! I'm completely blown away by the customer service! Most recently I broke a charging case (my own fault). I knew from previous experience to go through the Bose website as I've had incredibly generous customer service in the past (most recently they gave me several free replacement ear tips after I lost one). I was expecting to pay for the case, instead they said the case and earphones are linked, and they'll replace the whole product for free!!!! (These cost £180 new).I have mostly bose products now (portable speaker, tv speaker, earphones, noise cancelling headphones etc.) and would always go back to this company. The quality is better than anything else I've tried and they last for years and years. I've also bought refurbished products and they've been great.
A tale of two halves. My son's SoundLink Around-Ear Wireless IIs are falling apart after over 2 years of constant use. Their outsourced customer service told me a lot of fibs (turns out my suspicions were correct, this model is discontinued yet, despite that, the operator was setting me up with a link to pay for a pair 'which I think will be in stock within a week'). After a prolonged and, frankly, bizarre discussion, I gave up. Now the good bit. I went to Twitter instead. Not a big song and dance, just a private message to Bose about my problem which they have totally solved. I can confidently say that Bose themselves want to help you, but the only way you can contact them is via Twitter DMs. There is no email address anywhere that works, even the one on here is returned with an error (so don't bother ticking the box). Literally everywhere else leads to people who don't work for Bose and have no idea about their products. Why on earth a brand like Bose would outsource their customer service to people who know nothing about the product is beyond me.
Really unhappy with a rather expensive product (Bose 500 Speaker - cost me £300) that I bought and the incredibly poor follow-up customer experience I have received from Bose. I have had nothing but grief.The product itself has a host of really obvious known technical issues (You’d know if you google: Bose 500 Speaker Blinking Issue and you could see from the number of people that have the exact same issue – there is absolutely no solution to fix it yourself). I rang your technical support and because I’m still within warranty period I was asked to package my speaker and courier it Bose which was paid for by Bose.Now the real problem has started ever since. I am waiting since end of July for my speaker to be returned to me and have been told that UPS after a couple of failed deliveries on the same day and have now sent it back to Bose. I tried contacting UPS to leave the speaker with a neighbour but failed. Nobody knows where my Speakers are now and I’m still waiting. I have reached out to Bose via 1) Whatsapp 2) Telephone contact centre 3) Online Chat as well as 4) Facebook and have spoken to or chatted with over 5 different people. None of which have taken any responsibility. I have 5 different ‘Ticket’ reference numbers which are all absolutely useless from what I can see and absolutely nothing has happened. The last time I spoke to some one they told me my order was waiting “ for a manager to be approved” to be shipped again to me. Again this has not happened for the past few days and I have received zero contact or communication from Bose. BOSE should really be ashamed of the way you treat your customers and the way you try to cut costs by making your service so inaccessible. Nearly everyone I have spoken to have basically just blanked me, given excuses, have no idea what’s going on and cannot send me an email to confirm what they said to me via chat or phone.I have started maintaining a log of the amount of time I have spent trying to get in touch with Bose to get my speaker back from you.I think I have come to the end of a very long and frustrating road with Bose. I would strongly urge folks to NEVER EVER buy any Bose products.
Terrible customer service. I approached them when the ear cups on my over the ear headphones came away. Contact was initially good. The product was out of warranty so I purchased replacement ear cups that I was assured would fit. When they arrived I spent 50 frustrating minutes trying to attach the first one. It was impossible. They were too small for the headphones and when one side was in and you tried to stretch the other side across it would pop off. I contacted customer services again on WhatsApp and was asked to take them to Bose approved vendor. There was one in my home town so I headed off there the same day and asked them to fit them. They told me “no problem - we do loads of these, come back in 30 minutes”. When I got back they were at a loss. They told me they’d never had ear cups like it. Two members of staff tried for 30 minutes and told me in their opinion there was an issue with the manufacturing of the part. There was no give and stretch and it was impossible. They told me they had never had a problem attaching them before. So when I got home I contacted customer service on WhatsApp again. I told them what the Bose approved vendor said and Bose initially said they would send out another set of ear cups. They then told me there had been a “miscommunication” (there hadn’t - it was quite clear what they said) and they told me the only resolution would be to buy a new pair of headphones, but they’d give me a discount. I’d already told them that the point of my buying the spare part was that I didn’t have £200 to spend on a new set of headphones when I had a perfectly good working set at home. So, I found myself in the position that I’d done everything they asked of me, and I’d bought a replacement part that was unfit for purpose but they were not prepared to replace it. I even had to insist that they refund me the £20. After being so poor with me and lying about there being a miscommunication the agent had the cheek to sign off the chat by telling me to “stay safe and smile”.You what mate? Yeah. I’m dead chuffed that I have a perfectly good fully functioning pair of Bose headphones that I can do absolutely nothing with as I don’t have ear cups for them. Big smiles here. What a joke. Terrible customer service. Terrible company. Avoid. Avoid. Avoid. I will never buy Bose again.
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