Hi Smuggers,
I wonder if anyone can help me disentangle myself from a car crash of an
Apple support chat. They really should tell their staff what they do..
My son got some Studio Pro 3 free with a laptop I bought in Sept 2019.
He (he's in Wales) said today that something cracked in the bit where
they emerge from the headband and now they don't sit properly on that
ear, and the metal shoulder that joins the over-head band to the
earpiece is obviously slightly wonky.
Tracking down the right repair link to do Chat took forever (they don't
appear on most options, I stumbled across them by accident, and they're
not listed anywhere as a purchase - nor is the laptop).
Eventually I got hold of someone who said that each item to be repaired
was £194.44, as in 'for each and every fault they discover after
mail-in, they charge nearly £200', which is ridiculous as they are
£300 new. I tried to find out if the £200 fee basically covers a full
repair of all items (the battery is also showing signs of age, for
instance) but they refused to say more than each item being that much.
So I asked what happens if we decline the repair, is there a fee for
shipping them back? And the answer was 'no, you only pay for sending'
and they refused to tell me that amount as it was a technical decision.
If we are going to get a remanufactured pair of headphones, essentially
a full replacement, £200 is ok, even though I think they should have
lasted longer. But I felt like we were sending them into a hostage
situation.
Does anyone know better than the person I was talking with? I'm not
offended their English and typing was flakey per se but I really don't
know if we understood each other, despite my best efforts and rewording
etc (some of what they typed was simply incomprehensible).
They told me to put stuff into the Apple feedback page which - surprise
surprise - does not acknowledge the existence of Beats gear. Sigh.
Cheers,
Jason
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