Bose QC35 (Series I) Wireless Noise Cancelling Headphones

After experiencing a problem with these headphones, I contacted Bose Customer service. While I like the product overall, the customer service that one gets for what I consider a major purchase is left wanting. After my contact with Customer Support, I was asked to complete a survey (not that it could actually be submitted - see below). The information I put into their comments section should answer any questions: --------------------------------- 1. Representatives should first listen to what has been attempted by the caller. I understand that there is likely a guide/flowchart for resolution, but having to explain to the representative "Nope, I can't do that due to the issue I've been attempting to explain" is frustrating (Rep: "Slide the switch towards the bluetooth symbol for 10 seconds". Me: "I've told you that doesn't work, but I'm doing it." Rep: "Now you should be hearing the confirmation." Me: "Nope." Rep: "Just slide the switch to the bluetooth setting for 10 seconds." Me: "I am and I have." Rep: "You should be hearing the confirmation." Me: "Nope. Because it's not working. That's why I called." Rep: "Are you sliding the correct switch <explains switch location>?" Me: "Yes." Rep: "Are you holding it for 10 seconds?" Me: "Yes." Rep: "It sounds like there may be a problem with the switch on the headphones. Please hold while I attempt to find a way to resolve this problem." 2. Representatives/Bose Support should not utilize and even use as a troubleshooting referral/tool the Community Support area on the Bose website if they are going to discredit the information given in that site. When I indicated that the bluetooth switch not working on some models of the QC 35, citing the Bose website, I was told "No, that issue does not exist for these headphones." If one reads the community support that Bose encourages users to utilize it is clear that this is a problem. If Bose Support does not think the information on the Community Support site is valid, then don't refer customers to it. 3. After paying over $350 for a luxury product, I think it was inappropriate to then ask for me, the customer who was supplied with a defective item, to then be required to give my credit card information and pay for shipping. When this happened, I actually double checked that I had contacted the correct Bose support phone number as I thought I had perhaps stumbled into a scam. 4. I was told by the representative the amount that I would be charged for shipping. When the first email was received, I was actually charged more. So not only was I required to give my credit card number, and get charged for shipping a defective product, I was not even given the correct charge. Did I stumble into a scam after all? 5. The support emails that were sent had dead image links (making it look even more like a scam) and were in two parts. The information about the "Return #" was not mentioned during the call and was not mentioned in the first email until the very end. That information should have been clear and at the beginning of the email. The second email, the one that actually had the shipping label, did not mention at all that a Return number was needed. It simply had instructions for attaching the shipping label. In short, don't split shipping instructions across two emails, make sure that relevant information is presented first, and fix your image links. 6. The emails that were sent have also indicated that I am required to now insure the headphones being returned for their $350 value. This is yet another charge to insure a product that no longer even works properly. Your returns policy is not fair and is misleading. 7. The survey asks if I would refer family or friends and simply gives a 1-10 Likert scale for likely/unlikely. I want to make clear that, based upon this experience, I will actively discourage others from buying a Bose product until the problems outlined above have been addressed. I also intend to publish this information at the site where the purchase was made. ------------------------------------ To add insult to injury, after taking the time to complete the survey, the Bose website experienced a "Runtime" error due to a configuration problem that actually presents a security risk (the customErrors tag does not appear to have been turned off, and configuration information is presented - a "no no"). Attempts to try and resubmit simply result in the same error. Their survey tool is broken. To be clear, the Bose Community Support site has multiple posts seeming to indicate that the latest Firmware update breaks the functionality of the bluetooth pairing feature. One can still use the Bose Connection app to delete devices and connect, but 1) only on IOS and Android devices (not Windows, Linux, etc.) 2) can only connect to one device at a time, deleting the previously paired device and adding the new one [the headphones are advertised as being able to connect to more than one device], and 3) the bluetooth pairing feature on the headphones themselves remains broken. I will be attempting to return the headphones today. Customer support indicated that after the headphones are received, it can take 10 days to verify the receipt, several more days to process, and then another week or two for shipping the replacement. Approximately 3-6 weeks from the sound of it. I carefully took pictures to show how I shipped the item back, including the RMA on 3 surfaces of the outside of the box as well as another copy inside the plastic bag that contain the headphones. And, of course, the shipping label for which I had to pay. I'll try to update how long it takes and if any further difficulties are experienced.