Bowers & Wilkins Customer Service

[scotperlstein]

After a 25 year relationship with Bowers & Wilkins and owning 8 of their products have decided to call it quits. I recently had a negative tech support issue involving a set of dysfunctional Pi7 earbuds that would no longer charge or pair. After more than a hour tech support session with one of their support staff named Francisco (during which the call disconnected 5 times) and multiple steps to get my dysfunctional earbuds to charge and pair. Multiple emails ensued. I was asked to provide a video proving my attempts of following his instructions on how to charge the non charging earbuds and showing that it would not in fact recharge. I provided this video along with the serial number photo etc. I was then told that I would have to provide the original sale receipt (which I do not have) in order for them to help further. I emailed back that I would be willing to send back and pay for the repair. Their response.....no resolution without original proof of purchase. I hope that I have helped somebody who might be on the fence whether to purchase a pair of B&W wireless earbuds or one of their competitors. Sincerely, Scot Perlstein

 

[Todd Anderson]

That's a shame, @scotperlstein. Perhaps you can reach out to the place of purchase and have them step in? Have you tried to escalate your claim to Masimo, B&W's current owner?

I can understand your frustration as a long term customer. And, given the fact that their products are pricey, you've made a financial commitment. I get it.

I can also understand from their perspective. As a business, you won't stay in business if you're shipping products to people who may not be the original purchaser.