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!