I just wanted to give an update to everyone — I spent a LOT of time arguing with Bose customer service and refused to take no for an answer. They finally agreed to replace my defective set with a new QC35 II pair (for free) after I mailed mine back to them. Two weeks later, I just got the new pair, and they seem to be working fine, *so far*. I’d be wary about buying another pair of Bose headphones again after this hassle, though.
Here’s what I did. The Bose rep tried to give me similar excuses to everyone else. He said 1) they’ve never heard of any problem like this, 2) that my set was out of warranty, 3) that he personally owns a QC35 1.0 and updated the firmware recently with no problem, and 4) they could only give me a $10 discount on a new pair.
I said: 1) we both know that’s not true, this complaint is all over the forums on the Bose website, 2) that this wasn’t a warranty issue—they pushed a firmware update that broke my property, 3) that’s obviously a lie, but even if it wasn’t, it doesn’t matter if the update didn’t break every set if it still broke a lot of them, and 4) it’s crazy to think I’d pay them more money after they broke my last pair and refused to fix it.
I didn’t totally lose my cool, but I didn’t accept their BS. I know it’s their job to avoid paying for replacements, but I also know they are not allowed to hang up the chat on you. Eventually, he went to “talk to his supervisor” or something, and they “made an exception” for me. Remember: there is no such thing as “not being able to do anything” to fix it when it’s their fault. Just be firm and persistent. Good luck!
