Bose QC25 headphones - faulty / replacement offered
Bose QC25 noise cancelling headphones, approx 3 years old, approx cost 250gbp now out of warranty and faulty lefthand speaker. The Bose option is QC35 replacement headphones for an additional 135gbp. How does this feel to me as a customer?
I bought Bose because I thought the company/products were high end and of an excellent quality, I did not expect the product to develop a fault in 3 years, I did not think of them as a disposable item. If I think about another company with excellent customer service I can cite, 'Dyson' who have a repair service and when the item is returned, it literally comes back packaged and repaired as if it was new. That was what I thought I was buying when I bought a Bose product. If I want my Musto jacket repaired, it comes back as if it was new.
So being offered a replacement for an additional 135gbp, meaning the cost to me is > 350gbp just does not feel right. When I feel that Bose is not a quality company, a replacement offer should address that feeling. If Bose offered me a replacement for say 50gbp I would feel Bose cared about customers and believed in their product quality. The replacement offer does neither of these things. I am not a happy customer.