IE2 and Sountrue IE Ultra defective cable
I bought the IE2 headphones, took extreme care of them always even stored them in the case they came in. Then after 2 years the cable just started to become sticky and started to peel off on it's own. I thought, well they are kind of old... so I decided to purchase a new pair, this time the Soundtrue IE Ultra in USA in 2017. And the same thing happened after 2,5 years. Since that can't be a coincidence anymore, I talked to customer support in Germany. First they mentioned that the headphone was from 2016, they didn't even consider when I purchased the goods, but when it was manufactured. Claiming that it's out of warranty (because of the manufacturing date and not the purchasing date) and that it had to be my issue as this does not happen to Bose headphones, they just extended a voucher for me to exchange my headphones for new ones (same model though) at a discounted rate.
I was not sure about the exchange... after all, why should I pay if I actually took great care of both headphones and both just had the exact same issue. Then I decided to verify if I was the only one out there with the issue... so I went to Saturn and Media Markt stores to validate that, not only did I find out that I was not alone, but even the Bose representative told me: "Oh, this has already happened to me in 4 different Bose headphones, this problem only stopped until I switched to the wireless headphones".
So I talked again to customer support in Germany, explained to them what I did, the testimonials I gathered and letting them know that they have a quality issue. They negated it, based on the following argument: "how would Bose exist if they would oversee these quality issues". After negating the issue, I asked them for 2 options at least: 1) Exchange/repair the merchandise free of charge, as it is evident now that there is a quality issue (even if they negate it); 2) Grant me the same discount amount, not the percentage, but the amount e.g. if the 50% discount was equivalent to 45EUR, I just wanted the same 45 EUR, available to me only after I return both damaged headphones, but to use them in a different item. That way I could use the money to purchase what the sales guy told me: the wireless headphones that wouldn't brake after 2 years. After all, I don't come back to Bose every 2 years with the same complaint and keep paying to get a defective item.
Compliant with German standards, they were not flexible at all. Didn't offer any new solution but did not accept any of the proposed either and finished the call with a nice statement: "Well since we cannot reach an agreement I will just end the call" .
I do like the brand even with such poor German customer support. I am still loyal to it and I hope that you can help me here. All I want is functional headphones that won't not break down on it's own.
Please let me know if you need photos of both the IE2 and Sountrue IE Ultra heaphones or anything else from my side.