Bose Australia Telephone Customer Service Is a Nightmare

Ldoyouknowit on 13/12/2019 - 12:42
Last edited 13/12/2019 - 12:43

9/12/2019 I saw the bargain with holiday15 code brought price further down on the Bose website for the qc35 headphone and I ordered on with the gift box.

Assumed I’m in Brisbane metro it should have a second day delivery. Since I’ve order in late time, thought it might come on 11/12/2019.

On 11/12/2019 I called them to see if tracking number has been generated.

1 operator: initially said it cannot be found by the order number, found it by my mobile number, put me in hold for a while then told me the order has been cancelled. They will hand it over to their specialist team to contact me.

2 operator: said there’s no such order by the order number, same thing, the order they found by my mobile number is cancelled. He confirmed me my card will not be charged and it’s merely pre authorization.

After two call, they made me believe there’s no charge and order is cancelled. I decided to drop by their store to buy one. The very kind store staff also help me to call them.

3 operator: cannot find by the order number, can find it has been cancelled by me phone number. Reassured the order is cancelled, even dropped me a email said it has been cancelled.

So I just bought one with special price in store.

Guess what

On 13/12/2019 early morning, I got a email from Bose invoice email with their invoice for the old online order, made me curious what happened and in the late morning I got notification from startrack for delivery.

I tried hard to call their customer line this morning, it put me on wait like forever.

I tried to call Bose Sydney, their operator always put me through to their customer line. The last time the Bose Sydney operator told me their complaining staff will contact me.

Here my assumption:

Bose customer service line people are actors, pretend they are doing the customer job, but no job has been actually done.
The customer service might be outsourced and the internal management of it could be a mess.
1. Their IT system might be problematic to be able to provide timely and enough information to let the operator to judge the current situation.

Bose could be a current example of modern technology company which always have a showcase of how great their products are but don’t tell you how bad their online/ telephone customer service is with the attitude like:

You don’t buy it, others will still by it by the promoting power. Negative reviews will be always submerged by fancy advertisements.
There’s customer service but only waste your time never solve problems. As long as it’s profitable and no legal issue, they will never change.

Now I’m looking forward to that star track delivery and think what I’m going to do with the same headphones.

Thanks for reading.

Electrical & Electronics Bose Headphones

Related Stores

Bose Australia

Comments

coxjon on 13/12/2019 - 12:45

Reject the delivery
- doyouknowit on 13/12/2019 - 12:52
  
  I’m worried if I rejected I need to call them again the line never went through this morning to get my money back, or can they find my order this time.
  - ATangk on 13/12/2019 - 13:15
    
    +1
    
    Bose offer free returns… Just return it after you get it. Its no big deal, but really trying to cancel an order is a lot harder than you think with how fast items get dispatched nowadays.
    - doyouknowit on 13/12/2019 - 14:34
      
      I didn’t want to cancel the old one, their incompetent service cannot find it or told me it’s cancelled, after I paid in store they sent me a invoice and ship it. It’s a lot easier to buy in store and have someone can talk to.
      - ATangk on 13/12/2019 - 14:58
        
        @doyouknowit: Sorry you didnt make it very clear in the post. Assuming 2 days delivery in Australia. Hah. Unless you paid extra for express, there is no such thing. The product could have been shipped from melbourne in which case it would take more time. Processing and handling could also be a few days.
        
        doyouknowit on 13/12/2019 - 15:09
        
        @ATangk: It’s alright. Their something next day delivery made me very excited to see the product, now I understand seems after the order has been put, It will go to somewhere to be processed and customer have to wait and no one can track even their customer service until their system generate a invoice to let customer know it will about to be dispatched. at least I would be way better if they can confirm my order when I call them, even they told me it is there but need to wait for more days.
RichardL on 13/12/2019 - 15:39

+1

I would to agree…spent 2hrs 39min on the phone this morning.

Received an email last night saying my order from a week ago was cancelled and to call them up to reprocess my order. Call them this morning waiting 1hr 30min for someone to answer and another 1hr for the staff to put me on hold multiple time just to tell me that my order has been processed already and I didn't need to call…
- doyouknowit on 13/12/2019 - 16:28
  
  It is totally a silent bully to me, their order system like playing hide and seek in the dark, their customer service = no service & solution & call back & even no email
- Rockford18sx2 on 13/12/2019 - 16:39
  
  I've had a similar experience today. I called Bose at 1pm and waited for over an hour before I gave up. I tried again about 30 min later, received the same recorded message about how the call was important to them, but again, no answer. Clearly no one is answering the phones. I did this on the back of receiving an email from them for me to call their support team because they messed up the PayPal payment of my order. I'll try again on Monday.
  - doyouknowit on 13/12/2019 - 16:45
    
    Really doubt how many customer service staff on roaster today, it only leads me to buy from their local store next time the staff in Indooroopilly is really nice, feel I have been treated like a human being again
doyouknowit on 13/12/2019 - 19:45

Updated: after whole day waiting iv got the parcel from startrack
Diji1 on 13/12/2019 - 21:01

It's wierd to see people still buying Bose after the whole "rendering the hardware that you bought unuseable" firmware debacle.

We see people buying Volkswagon after they poisoned their families so standards are low to non-existent for a lot of people. The best predictor of future behavior is past behavior and VW killed people for profit.
- doyouknowit on 13/12/2019 - 22:04
  
  So called brand loyalty? I know their headphone quality is really not ideal only fit the concept of fast moving consumer goods, but not many choices in the market in this price range, maybe Sony? Reasonable sound quality and reasonable price when the promo is on.
  
  VW or all other BBA brands cars, I will only go for them if I got a lot surplus of money to get some sort of good looking social identity
- onlinepred on 17/12/2019 - 23:27
  
  People buy LG after the phone issues, pixel after hardware issues, iPhone after performance degradation. Things change and marketing is king.