Christmas 2022 and the wife, or should that be Father Christmas? Bought me a set of Bose earbuds. I do love Bose products; the sound is so rich and immersive, and I have to say, the noise cancelling is amazing: "Bubb, I can't hear you! I've got my earbuds in."
Fast forward to 2024, and the right earbud started playing up. Songs with higher Tone (Treble), and the playback was horrible, but the base was fine. I had a look on Google, as you do, to see if there was a fix, as clearly, 'banging it on the table' was probably not a good idea. After an hour's fruitless search, I headed over to the support page on the Bose website. "Type your serial number here:" Well, that's easier said than done. The serial number is printed on the inside of the charging case, not the back, where it would be easy to read; no, let's print it on the front inside, where the lid obscures your view.
๐ "Have you got one of those dental mirrors? No? Oh dear."
๐ง "I know, I'll use my phone, then I can expand the image to read the numbers!"
Now I was a bit worried that they were out of warranty, but no:
๐ "Congratulations! You are entitled to a free replacement."
Not only was Bose going to replace them, but I was also getting a free upgrade as they were being replaced with the latest earbuds released last October. "Yipee!"
Now, this went a little bit wrong. I blame myself, although the website could have made it a bit clearer. The site should let you know that you have to order the earbuds but that when you get to the end, it will say ยฃ0.00, i.e. no charge. Once that is completed, it emails you a link for the label to return your damaged item. I chose UPS and printed the label off.
There are three options to have your parcel collected:
Like the mad, impetuous fool I am, I chose to take it to a locker.
The UPS locker is situated in the Local Homebase outlet; they're a DIY store that B&Q hasn't managed to force out of business just yet. Of course, the locker is located in the most sensible of places, the exit to the store, which means you have to go in the store to get out, if you see what I mean. I held my parcel QR code against the tiny screen.
It took three attempts to get the stupid thing to respond:
๐ฅ๏ธ "Oh, that's for me, isn't it?"
Now I'd forgotten my glasses, and these days I can't read a damn thing without them, so when it asked for my email address for the receipt, I just hit skip. It then asked for my mobile for the receipt instead.
๐ฅ๏ธ "The mobile does not accept (something or other)"
WTF? After three attempts, I gave up and hit skip. I just want to get out of here! I slammed the locker door shut and left. Now, of course, I was slightly concerned that I had no receipt for my parcel, but UPS should be OK, given they are one of the most expensive couriers; I'll have to wait, won't I?
A week goes by, and I hear nothing. I waited another three days and contacted Bose.
๐โโ๏ธ "Have you had my earbuds?"
๐ง "We will send your replacements when we have yours."
๐โโ๏ธ "I know that! I'm asking if you've had mine?"
๐ง "We will send your replacements when we have yours."
๐โโ๏ธ "I'll contact UPS."
๐ง "Here is your reference number, which may assist you."
๐โโ๏ธ "Ooh! Thanks."
I go on the UPS website
๐โโ๏ธ "I deposited a package at your locker; my reference is xyz1234."
๐ "Your parcel is due for collection."
๐โโ๏ธ "I KNOW! IT'S BEEN THERE NEARLY A WEEK AND A HALF NOW!"
๐ "Oh? Let me check why it hasn't been collected."
๐โโ๏ธ "I'll will that take a week and half too?"
๐ "I have arranged for a driver to collect it tomorrow (Friday)."
I watched the tracker all day Friday, and there was no change. On Monday, I rang UPS.
๐โโ๏ธ "You've not collected it! You said it would be collected on Friday."
๐ "Oh? Let me check."
๐โโ๏ธ "I'll wait, I'm getting used to it!"
๐ "It's being collected today."
Of course, it wasn't collected. Did you think it would? I rang Bose.
๐โโ๏ธ "UPS hasn't collected the earbuds"
๐ง "We will send your replacements when we have yours."
๐โโ๏ธ "I know! But you will never send my replacements if UPS doesn't return my broken ones."
๐ง "We will send your replacements when we have yours."
๐โโ๏ธ "Right! I need someone from Bose to contact UPS and get them to pick mine up. This really isn't fair. I have followed your procedures. I have despatched my parcel via the courier service Bose said to use. UPS is your courier, and I'm piggy in the middle here."
(In a French accent) A short while later.
๐ง "Your parcel will be collected in the next hour or so."
Later that day the status on the tracking page changed to "Collected - Expected delivery 19/02/24"
What a nightmare! You watch Bose is gonna say there's nothing wrong with mine. ๐ญ
