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Why I’m now a Bose customer for life

When it comes to headphones, I usually stick to garden variety ear-buds. I’ve had several pair from Skull Candy and they do the trick nicely. Especially considering they cost under $20. But, I don’t always like to use ear-buds and would rather have a pair of over the ear headphones. A few years back, my friend Todd introduced me to the Bose Triport headphones and, even though they were a fair bit more than I normally would pay for headphones, I LOVED how they blocked out all background noise, were nice and light and sounded great. I was sold. I picked up a pair that weekend and have been using them ever since. That is, until recently.

About a year ago a piece of plastic broke on my Triports. The same had happened to Todd’s pair and he used epoxy to hold his together. I’m not nearly that handy and I just sorta dealt with it. They still worked, they still stayed on my head, I saw no reason to abandon them. However, a few months back, I started to notice that another piece of plastic had cracked on them. This crack was due to the previously broken piece not performing it’s function anymore and what’s worse, when this crack made it’s way to breaking, it would render the headphones useless. I had heard that Bose had a replacement policy for defective headphones, so it was time to make a call.

I called the local Bose outlet and confirmed that they do have a policy for defective products. Sweet! We headed in and when I got there, the employee was super helpful. I showed him the broken piece and the new crack. He pulled out a binder and looked up the model. He informed me that they no longer make the Triports, but there is a new model available and my current Triports had a $60 exchange. He took me over to the display where he let my try out the Bose AE2 model. After testing them out for a couple minutes, I was sold. They are nice and light, sound great and they are a better built pair of headphones than the Triports. What’s not to love?!? I asked how much this model costs and he informed me that they were $150. I was a little bummed that after the $60 for my defective triports, I was still going to drop almost $100 on a pair of headphones. That is until he corrected me. “No, you get this pair for $60 + tax.”

Bose didn’t have to offer me a credit on headphones I’ve owned for 3+ years, but they did. When I was ready (but not thrilled) to pay $90 for the replacements the employee didn’t need to correct me and save me an extra $30, but he did. I should also mention, when I handed him my headphones, he didn’t ask for a receipt, where I bought them, how long ago I bought them. He just asked how he could help.

Hey retailers, want to know how to make a customer for life? High quality product, very generous defect/return policy and great customer service. Sounds pretty obvious, doesn’t it? Then why do so many of you get it wrong?

Thanks Bose. I’ll definitely be back!

BTW, Amazon has a good deal on the AE2 Headphones.

Comments

  1. OH, that's way cool! I love my Triports. Couldn't imagine anything else but another Bose pair.

    • vegasgeek says:

      Seriously, me neither. I don't even know how long I had the triports. 3-4 years probably. But now you know if yours ever die, Bose AE2 are right around the corner. :)

  2. Brian Ronald says:

    My headphone jack broke a few years back on my Tri-Ports and I soldered on a cheap connector which I still have occasional problems with. (You can't buy decent replacement jacks anywhere in this town). I'll have to run down there and see if they'll exchange mine, even though I've already modified it. $60 for a new pair isn't too bad.

    • vegasgeek says:

      Yeah, I don't do anything that requires soldering. I'd most likely set something on fire. Hopefully they'll be able to help you out.

  3. I love that Bose does this. They don't go out of their way to advertise this policy (that I know of) but this makes you the 4th of 5th person I know of who's done this and they all say the same thing. For all I know the triports are their gateway electronic and they just want me coming back for more but if that's their game…then it's working :-)

  4. Very good to know. I have a pair of Triports with the plastic snapped. You have inspired me to inquire into a replacement.
    Where specifically did you get such help? (State? City? Store?)
    Thanks for sharing!

  5. I had a similar experience. My noise cancelling headphones were over 9 years old and had started to create tiny shocks in one of the ear pieces. Figuring I had gotten my money’s worth, I purchased a new pair at the store (nearly $300). As part of small talk during the transaction, I mentioned that I was replacing an old pair that had this problem. The store manager immediately told me about the replacement policy for defective hardware and suggested that I bring the old pair in to be evaluated. She saved me $185. I haven’t had such good service, particularly in a chain store, in many years. Kudos to BOSE for putting a priority on their customers. I will be a return customer and will continue to recommend their headphones (at least).

  6. Same here – my AE1 broke about a year after I got them (little bits of plastic where the metal slider goes into the top plastic section. I can’t remember if it was $60 or $40 that they charged me but yup, he just took the old ones and handed me a brand new box. No receipt needed.

  7. Hi John,

    I sent BOSE an email asking about this upgrade policy since I was planning to do the same. However, they denied having this policy.

    This is the response I received:

    Dear LUIS FELIPE LLAMAS,

    We are sorry but Bose does not currently offer a general trade in or upgrade program for the TriPort headphones.

    If you are having a service related issue with your product, please feel free to contact us, toll free in Canada, at (800)367-4008.

    Thank you for contacting Bose Corporation.
    Travis
    Product and Technical Support Team

    • Ahh Luis, that’s a bummer. Although, I did write this post 2.5 years ago, so I’m sure they’ve got a sliding scale for what products they’ll trade in and the TriPorts have likely fallen off that list.

      • Hi John,

        Guess what?! I ignored the email from the Tech Support Team and went to a Bose Outlet store anyway. I explained my situation to the Bose employee and he immediately offered me the $60 replacement deal.

        I now have a new pair of AE2 Headphones and will continue to be a loyal Bose customer.

        Thank you for posting!

  8. I wish I had seen these posts before I went and spent $100 on my replacement headphones. Mine were the “-in-ear” kind but they were only about a year and a half old. The earpiece just stopped staying in my ear one day and then the sound starting going in and out. Turned out the wire was coming out of the earpiece altogether. I had no idea where my receipt was so I just went and bought a new set but if it ever happens again, I will at least try going to a Bose store to see what they might do for me. Love my Bose headphones no matter what!

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