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.

 

[Sonnie Parker]

Welcome to AV NIRVANA... sorry you had the issues... maybe you can eventually get it straightened out.

 

[emmaluxly]

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

I have heard many cases where large companies with a good reputation are unwilling to solve problems with customers, especially when it comes to warranty obligations. In this case, Bowers & Wilkins, unfortunately, did not offer a flexible enough approach, which can leave a bad aftertaste. The recent experience with their tech support demonstrates how important it is not only the products themselves, but also the company's ability to adequately solve problems. This is similar to the situation with recruitment platforms, where it is important for the system to be not only functional, but also user-friendly, helping to find a solution quickly and without unnecessary obstacles. I recently read how a company created its own ATS platform for recruitment, and it seems to me that this approach with an emphasis on problem solving and the absence of bureaucracy could greatly help in other areas. This once again confirms how important it is not only to offer a good product, but also to build high-quality customer service.

This is a very unpleasant situation, and, unfortunately, such stories are not uncommon.