Customer Service Failure

  • Problem
  • Updated 5 years ago
Last November, I purchased a pair of Klipsch Image S4 headphones. After several months of use, they stopped working. Over the last several months, I have made at least 4 calls to customer service to inquire about having the headphones repaired and I have yet to receive a single call back. Each time I call I get forwarded to the company that handles returns and service and they don't pick up the phone. I leave a detailed message urging them to call me and they have never called back. Yesterday, I called yet again and was promised an email from customer support by noon today about the issue and they have not emailed me. I called back and was told the "system" was down--I don't doubt that it is, but I should have been emailed with an update about the current situation and to get a status update. I shouldn't have to call again to find out what happened. This is becoming a major customer service failure.
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Erik

  • 1 Post
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  • frustrated

Posted 5 years ago

  • 1
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Bekah Wilson

  • 48 Posts
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Mr. Peterson,

Thank you for taking the time to speak with me today! As we discussed over the phone, we will be exchanging these headphones for you and I will send you that information as soon as our system is back up and running.

Again, I am very sorry for the negative experience that you have had with our company and I hope we can do better from here forward.

You should already have an email from me with my contact information and please don't hesitate to contact me if you have any questions.

Thank you,

Bekah Wilson
Supervisor
Vanns.com