The Bose Headphones.
Last week, I had trouble with my Bose QuietComfort 3 Headphones. The left ear phone started cutting out intermittently, and the next day it stopped providing any sound entirely. This was pretty frustrating because the headset was a gift, and was just under 2 years old (the warranty was one year). For something that expensive, I expect it to last much longer than 2 years.
I called Bose. The agent confirmed that the headphones were broken and needed replacement. He apologized that they were broken, but couldn't extend the warranty. He did offer Bose's replacement program, where for just $100, they would replace my old headphones with a brand new set of the same model. I said I'd think about it.
Later that day I went into the Bose store near my office, and got the same offer from the in-store associate. She was very kind and apologetic that I'd encountered trouble. She could do the $100 exchange right there in the store, so I wouldn't have to wait for shipping. I took the exchange. She gave me the cable and battery from my old headphones, so now I have extras.
Bose definitely provides a customer service model holds up to my expectations for the premium price of their products. But if this new headset doesn't last 5 years, then I will have to conclude that their products don't meet my requirements for the price.
Tags: hardware reviews