Shocking costumer services from Bowers & Wilkinsons

[Bigfoot9]

So i had to send my bowers & wilkins zeppelin air to be repaired as the docking arm was faulty, if you touched iPhone or iPod when docked the sound would cut out.

They sent a box so could it sent back to then, that was about 2weeks ago. They emailed to say that it was all fixed and that it was on the way back to me.

Got the dock yesterday but didn't try it as was very busy, anyway tried the dock today, no power what so ever, changed the fuse, same, no power. tried a different lead from a dvd player that i know works, just the same no power.

So I've called up b&w to explain this to them, they say, ok we will pick it back up next Tuseday, i told the guy thats no good to me as I'm at work all week and and no time off for a while, when i called up about the fault in the first place i did so because i had time of. The guy on the phone basically says their is nothing they can do then. So i say OK ill take a day of, can you's do a door step swap as i can't aford too days of for when it comes back. was told no way they can do that either.

so now I'm stock with this dock that does not work at all, and ill have to ask my boss for extra holidays as the ones i have left are all needed. Great! Cheers bowers & wilkins

 

[rousetafarian]

Leave it with a friend, relative or neighbour for collection.

Or send it to them and request they refund the carriage charge, there has to be another solution

 

[hippo99]

Where did you buy it from, & how long have you had it?
Might be able to get it replaced directly from the retailer using 'Sale of goods act'?

 

[davepuma]

Send it back yourself or get them to pick it from your workplace.

 

[SteveCritten]

Hardly B&W fault there is nobody home? I would try some of the suggestions above starting with the retailer then maybe send yourself, better to get it working for the sake of £6 or so.

 

[Bigfoot9]

no neighbors near me that i no.

and i work on the road so thats not possible either.

All that a side, i sent a working unit to that, just that arm was funny , now i have a £500 worth of useless sound dock, and they only way to sort will be to take unpaid time of work.

 

[Bigfoot9]

Hardly B&W fault there is nobody home? I would try some of the suggestions above starting with the retailer then maybe send yourself, better to get it working for the sake of £6 or so.

so you would be happy in this situation would you? you send it of partly working to get a dead unit back?

And no its not there fault no will be home, its there fault it does not work now...

 

[hippo99]

Hardly B&W fault there is nobody home?

B&W's fault for not fixing/testing before sending it back as 'repaired' though? Should be fixed 1st time, not requiring multiple attempts.

 

[Bigfoot9]

B&W's fault for not fixing/testing before sending it back as 'repaired' though? Should be fixed 1st time, not requiring multiple attempts.

Im pleased to see that someone see's my point here.

thanks

 

[SteveCritten]

Agree, but they tried to offer a solution but I guess you are right they perhaps could have worked harder on a compromise.

 

[hippo99]

How big is it?
Maybe could be picked up/dropped off from your work address?

 

[Bigfoot9]

Agree, but they tried to offer a solution but I guess you are right they perhaps could have worked harder on a compromise.

That's why I asked for a door step exchange, saves me taking two unpaid days off.

The guy I spoke to was instead at all.

 

[Bigfoot9]

How big is it?
Maybe could be picked up/dropped off from your work address?

No good either, it's at the other side of where I live.

The point of sending it when i had 2 weeks of was to avoid all this.

i guess I thought more of a company like this. it should be working once sent back.

 

[hippo99]

I mean, if it's not too big/heavy ask them to pick it up from your work address.
Once fixed, they can return it to your work address. That way you won't need to take time off.

If your work is ok with it, it seems the easiest option available right now.

 

[Bigfoot9]

I mean, if it's not too big/heavy ask them to pick it up from your work address.
Once fixed, they can return it to your work address. That way you won't need to take time off.

If your work is ok with it, it seems the easiest option available right now.

Not an option i work for a company that is based in essex, i live the up north. thats not an option.

Like i said this is why i get it collect when i was off

 

[RBZ5416]

If you genuinely have no friends, family or neighbours then ask B&W if you can drop it off at their courier's local depot.

 

[Bigfoot9]

If you genuinely have no friends, family or neighbours then ask B&W if you can drop it off at their courier's local depot.

What? really?

Of course i have bloody friends and family, but they are not going to take time of are they!

Most people are missing the point here.

 

[hippo99]

Not an option i work for a company that is based in essex, i live the up north. thats not an option.

Like i said this is why i get it collect when i was off

Is it this? It doesn't look too big.
Buy B&W Zeppelin Air iPod Speaker with Apple AirPlay | John Lewis

Since taking more time off work isn't an option, I still don't see why not take it to work in Essex & have it collected from work? It's not like you have to take it up & down the UK every day, & it doesn't look massive like a big screen TV.
Not ideal, but doable as a one off. Better than having a broken machine that isn't going to get picked up/fixed anytime soon.

Sorry if I'm missing something as to why it can't be taken to Essex

Edit: unless you meant you work 'on the road' so to speak
ie you don't ever need to go into the Essex 'office', but work up north (but no work 'office' up north)

 

[Bigfoot9]

I live and work in durham area mate, my work office is in essex, might need to drive maybe once a year fella.

 

[rousetafarian]

Did you buy it from John Lewis by any chance?

 

[PSM1]

B&W's fault for not fixing/testing before sending it back as 'repaired' though? Should be fixed 1st time, not requiring multiple attempts.

It may well have worked fine when it left B&W and then got damaged in transit. so that would not be B&Ws fault then but do agree that they do not seem to be working that hard to find you a solution. Maybe try escalating the issue further up their customer service chain. If you are dealing with the lowest level they may not have the authority to offer anything more than they have. You may need to talk to a manager to get them to agree to something different. Also may be worth stating that you intend to charge them for your lost earnings by having to take unpaid time from work. That may make them find a solution to your issue!!!!!

 

[Exemplar]

You are clearly missing the grammar point!!

Don't B&W test people before they purchase their products?

 

[Stevieboy_uk]

So I take it they won't offer a weekend collection/delivery?

Just playing devil's advocate but it is very possible it did work when they sent it back and it was damaged in transit (although it should be well packaged to prevent that you would hope!!)

PSM1 beat me to it!!

 

[Dony]

It may well have worked fine when it left B&W and then got damaged in transit. so that would not be B&Ws fault then but do agree that they do not seem to be working that hard to find you a solution. Maybe try escalating the issue further up their customer service chain. If you are dealing with the lowest level they may not have the authority to offer anything more than they have. You may need to talk to a manager to get them to agree to something different. Also may be worth stating that you intend to charge them for your lost earnings by having to take unpaid time from work. That may make them find a solution to your issue!!!!!

Agree with most of your post, but has the bit in bold ever worked for anyone in that they got a company to pay for lost earnings?

 

[rousetafarian]

Agree with most of your post, but has the bit in bold ever worked for anyone in that they got a company to pay for lost earnings?

Not to my knowledge. I honestly think stumping up a few quid for Collect + is the best option. Take it to a local Collect + partner and your job is done.