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Old 02.04.2019, 15:00
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Bose Switzerland Customer Service

Credit where credit is due, I had an issue with some Bose headphones I was gifted and contacted Bose to see if i could get them repaired, they took ownership immediately and offered a replacement. They asked me to send them by a courier of my choice, chased me for the reciept for the postage so they could refund it, then a few days later emailed me that a new pair were on the way and they arrived yesterday.
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Old 07.05.2019, 12:22
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Re: Bose Switzerland Customer Service

One more opinion on Bose and their customer support...

I bought my Bose QC 25 headphones a few years ago. Now the right earphone is broken. The problem is very common and well known to Bose. I contacted the Bose customer service and they offered me a replacement for 155 EUR (that's even more offensive, since I contacted the "Swiss branch"). Right now these headphones are 169.90 CHF in Fust.
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Old 07.05.2019, 12:28
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Re: Bose Switzerland Customer Service

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One more opinion on Bose and their customer support...

I bought my Bose QC 25 headphones a few years ago. Now the right earphone is broken. The problem is very common and well known to Bose. I contacted the Bose customer service and they offered me a replacement for 155 EUR (that's even more offensive, since I contacted the Swiss branch). Right now these headphones are 169.90 CHF in Fust.
How many years, though? I'd say it would be reasonable for Bose to replace them if you'd only had them 6 months, or even within the guarantee period but if you've had them "a few years" and they've functioned fine in that time despite the known fault, it's a bit much for them to replace them FOC.
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Old 07.05.2019, 13:02
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Re: Bose Switzerland Customer Service

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How many years, though? I'd say it would be reasonable for Bose to replace them if you'd only had them 6 months, or even within the guarantee period but if you've had them "a few years" and they've functioned fine in that time despite the known fault, it's a bit much for them to replace them FOC.
Under EU law, there needs to be a legal guarantee for 2 years.

The QC25 were released in Sep 2014 I believe... so could be well beyond the maximum timespan for the legal guarantee; but for a premium good, I would expect premium service...
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Old 07.05.2019, 14:49
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Re: Bose Switzerland Customer Service

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Under EU law, there needs to be a legal guarantee for 2 years.

The QC25 were released in Sep 2014 I believe... so could be well beyond the maximum timespan for the legal guarantee; but for a premium good, I would expect premium service...
Some "premium goods" advertise a lifetime guarantee (I think Samsonite luggage is one) but technology changes so quickly, I can't imagine a company like Bose offering free replacements for what could easily amount to worn out equipment.

They wouldn't know how much or how little the customer had used the headphones, for example. I'm still not convinced that smb should have had any more generous service for 5 year old tech.
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Old 07.05.2019, 15:32
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Re: Bose Switzerland Customer Service

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Under EU law, there needs to be a legal guarantee for 2 years.

The QC25 were released in Sep 2014 I believe... so could be well beyond the maximum timespan for the legal guarantee; but for a premium good, I would expect premium service...

These are hardly premium goods, main stream more like.


They were "a few years old".....how long should the guarantee last ?
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Old 07.05.2019, 16:28
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Re: Bose Switzerland Customer Service

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These are hardly premium goods, main stream more like.

They were "a few years old".....how long should the guarantee last ?
155eur for a pair of headphones is pretty premium, whatever you may think of the sound quality...
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Old 07.05.2019, 16:37
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Re: Bose Switzerland Customer Service

Sandgrounder, where did I write about free replacement?

I used the headphones for 3 years, I enjoyed them a lot and I don't want a free replacement.
But keeping in mind that the issue is known to the manufacturer and is not a rare case, I find it not correct to tell the customer that she now has to buy another pair of headphones (with the same issue, I guess) for the full price.
But that's my opinion.
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Old 07.05.2019, 16:42
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Re: Bose Switzerland Customer Service

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155eur for a pair of headphones is pretty premium, whatever you may think of the sound quality...



...it really isn't believe me




They are not only headphones but noise cancelling too, look at similar articles by other manufacturers and you'll see what i mean
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Old 07.05.2019, 16:43
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Re: Bose Switzerland Customer Service

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Sandgrounder, where did I write about free replacement?
Maybe it was a misunderstanding but you seemed to find the fact they wanted EUR 155 "offensive", which suggested you didn't want to pay for a replacement or would have preferred a nominal fee.

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I used the headphones for 3 years, I enjoyed them a lot and I don't want a free replacement.
But keeping in mind that the issue is known to the manufacturer and is not a rare case, I find it not correct to tell the customer that she now has to buy another pair of headphones (with the same issue, I guess) for the full price.
But that's my opinion.
Even 3 years is a loooong time in tech. Like I said, if they'd developed the fault after 3-6 months then I could understand a request for a replacement either FOC or dirt cheap, but 3 years?
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Old 07.05.2019, 16:47
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Re: Bose Switzerland Customer Service

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Sandgrounder, where did I write about free replacement?

I used the headphones for 3 years, I enjoyed them a lot and I don't want a free replacement.
But keeping in mind that the issue is known to the manufacturer and is not a rare case, I find it not correct to tell the customer that she now has to buy another pair of headphones (with the same issue, I guess) for the full price.
But that's my opinion.
I sympathise but 12 months after the warranty runs out, I can see both sides. Sometimes you are lucky and they will replace, sometimes not. But I don't think you can call them out as bad guys for not offering you a replacement or a discount.
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