[bag02craso]

Read this while eating my breakfast listening to music and realised I could do with a new pair of headphones.
Currently on a whatsapp chat waiting for a representative to get back to me.
I have no serial number or code or anything so this will be fun.
Ill provide chat screenshots whenever I get an agent here.

Good luck with your SE!

[unkn0wn123]

I have noticed they check addresses, but I don't think they noticed two accounts with claims until I gave them the mobile number (which was the same, mistake on my part). I might need a new location if they can even be SEd without sending them back anything

[mothered]

They want you to ship back your current headset?
What was their argument for this?

Something to do with it's how there system works, I kept with my story and that my daughter even hurt her hand on the headset being so hot but they kept saying to make it work I had to ship the headset back. I have another serial and would like to give it another go, were did I go wrong?
EDIT: Tried again with a different excuse, same problem the service for replacements requires sending back the headphones.

They seem to have boosted their claim system a bit. I have right now received the exact same message about having to ship the old one back. The question is how we proceed from this now that they are getting stubborn. Any ideas @mothered ?

What exactly was your last conversation with them?

[bag02craso]

Something to do with it's how there system works, I kept with my story and that my daughter even hurt her hand on the headset being so hot but they kept saying to make it work I had to ship the headset back. I have another serial and would like to give it another go, were did I go wrong?
EDIT: Tried again with a different excuse, same problem the service for replacements requires sending back the headphones.

They seem to have boosted their claim system a bit. I have right now received the exact same message about having to ship the old one back. The question is how we proceed from this now that they are getting stubborn. Any ideas @mothered ?

What exactly was your last conversation with them?

I wrote the following to begin with:
I just received a replacement for a QC35 II.
When I had used the headset for approximately 20 minutes i became very hot, felt like it burned my skin on the ears and a thin smoke appearing, high distorted sound screeching and it broke my right hearing aid. That cant be right!! I didnt feel safe at home because i have children and the headset may set on fire!!!!

They then wrote:
Of course we will help you.
I believe the best solution for this situation is to do a service exchange.
That means that we change your old product to a new one of the same, to make sure that is not happning again.
This will of course be free of charge for you.
Is this something you wish for?
If yes, just replay and this email.
Then we will start the process.

I told them that I had disposed it for a safety manner because i was afraid the headset would catch on fire.

Then they replied the latest response:
Without the headsett we cant do nothing.
Becouse of our procedure we need your old headsett to exchange it to a new one.
With out the headsett sent to us, we can not send you a new pair.
If you have possible to get it back, and then send it to us.
Then we can do the service exchange.
Thats the only option we have if you want this solved.

Could there be any ways around this?

[mothered]

They seem to have boosted their claim system a bit. I have right now received the exact same message about having to ship the old one back. The question is how we proceed from this now that they are getting stubborn. Any ideas @mothered ?

What exactly was your last conversation with them?

I wrote the following to begin with:
I just received a replacement for a QC35 II.
When I had used the headset for approximately 20 minutes i became very hot, felt like it burned my skin on the ears and a thin smoke appearing, high distorted sound screeching and it broke my right hearing aid. That cant be right!! I didnt feel safe at home because i have children and the headset may set on fire!!!!

They then wrote:
Of course we will help you.
I believe the best solution for this situation is to do a service exchange.
That means that we change your old product to a new one of the same, to make sure that is not happning again.
This will of course be free of charge for you.
Is this something you wish for?
If yes, just replay and this email.
Then we will start the process.

I told them that I had disposed it for a safety manner because i was afraid the headset would catch on fire.

Then they replied the latest response:
Without the headsett we cant do nothing.
Becouse of our procedure we need your old headsett to exchange it to a new one.
With out the headsett sent to us, we can not send you a new pair.
If you have possible to get it back, and then send it to us.
Then we can do the service exchange.
Thats the only option we have if you want this solved.

Could there be any ways around this?

Have they requested to return the Item with a specific carrier or RMA?

[bag02craso]

What exactly was your last conversation with them?

I wrote the following to begin with:
I just received a replacement for a QC35 II.
When I had used the headset for approximately 20 minutes i became very hot, felt like it burned my skin on the ears and a thin smoke appearing, high distorted sound screeching and it broke my right hearing aid. That cant be right!! I didnt feel safe at home because i have children and the headset may set on fire!!!!

They then wrote:
Of course we will help you.
I believe the best solution for this situation is to do a service exchange.
That means that we change your old product to a new one of the same, to make sure that is not happning again.
This will of course be free of charge for you.
Is this something you wish for?
If yes, just replay and this email.
Then we will start the process.

I told them that I had disposed it for a safety manner because i was afraid the headset would catch on fire.

Then they replied the latest response:
Without the headsett we cant do nothing.
Becouse of our procedure we need your old headsett to exchange it to a new one.
With out the headsett sent to us, we can not send you a new pair.
If you have possible to get it back, and then send it to us.
Then we can do the service exchange.
Thats the only option we have if you want this solved.

Could there be any ways around this?

Have they requested to return the Item with a specific carrier or RMA?

If i tell them that i want to continue and return the item to them, I know for a fact that they will send me a shipping label from the carrier DPD, as Ive just returned another headset in order to upgrade to this current 2. Generation headset.

[mothered]

I wrote the following to begin with:
I just received a replacement for a QC35 II.
When I had used the headset for approximately 20 minutes i became very hot, felt like it burned my skin on the ears and a thin smoke appearing, high distorted sound screeching and it broke my right hearing aid. That cant be right!! I didnt feel safe at home because i have children and the headset may set on fire!!!!

They then wrote:
Of course we will help you.
I believe the best solution for this situation is to do a service exchange.
That means that we change your old product to a new one of the same, to make sure that is not happning again.
This will of course be free of charge for you.
Is this something you wish for?
If yes, just replay and this email.
Then we will start the process.

I told them that I had disposed it for a safety manner because i was afraid the headset would catch on fire.

Then they replied the latest response:
Without the headsett we cant do nothing.
Becouse of our procedure we need your old headsett to exchange it to a new one.
With out the headsett sent to us, we can not send you a new pair.
If you have possible to get it back, and then send it to us.
Then we can do the service exchange.
Thats the only option we have if you want this solved.

Could there be any ways around this?

Have they requested to return the Item with a specific carrier or RMA?

If i tell them that i want to continue and return the item to them, I know for a fact that they will send me a shipping label from the carrier DPD, as Ive just returned another headset in order to upgrade to this current 2. Generation headset.

Yes, however the last point of contact Isn't specific on how the Item should be returned/delivered.

If you have possible to get it back, and then send it to us.

Nor have they requested to contact them for delivery Instructions. As such, you can respond to their email, saying that you've found the headset and sent It via your local postal service (untracked), by which time It will be too late for them to provide the shipping label.

Obviously they will not receive It, hence It's lost In transit and because It's not tracked, there's no way to check Its whereabouts. On a side note, their spelling & grammar Is terrible.

[bag02craso]

Have they requested to return the Item with a specific carrier or RMA?

If i tell them that i want to continue and return the item to them, I know for a fact that they will send me a shipping label from the carrier DPD, as Ive just returned another headset in order to upgrade to this current 2. Generation headset.

Yes, however the last point of contact Isn't specific on how the Item should be returned/delivered.

If you have possible to get it back, and then send it to us.

Nor have they requested to contact them for delivery Instructions. As such, you can respond to their email, saying that you've found the headset and sent It via your local postal service (untracked), by which time It will be too late for them to provide the shipping label.

Obviously they will not receive It, hence It's lost In transit and because It's not tracked, there's no way to check Its whereabouts. On a side note, their spelling & grammar Is terrible.

Good point. I will try that out.
Yes indeed, their grammar is horrible. Not very professional.

[unkn0wn123]

So we should say we sent it tracked? Won't they say we should've sent it tracked they seem very stubborn, Hopefully your SE goes well bags02craso if it does I'll give it a go

[mothered]

If i tell them that i want to continue and return the item to them, I know for a fact that they will send me a shipping label from the carrier DPD, as Ive just returned another headset in order to upgrade to this current 2. Generation headset.

Yes, however the last point of contact Isn't specific on how the Item should be returned/delivered.

If you have possible to get it back, and then send it to us.

Nor have they requested to contact them for delivery Instructions. As such, you can respond to their email, saying that you've found the headset and sent It via your local postal service (untracked), by which time It will be too late for them to provide the shipping label.

Obviously they will not receive It, hence It's lost In transit and because It's not tracked, there's no way to check Its whereabouts. On a side note, their spelling & grammar Is terrible.

Good point. I will try that out.
Yes indeed, their grammar is horrible. Not very professional.

Let's hope their grammar Is a representation of their claims management- poor.

Please reply with the latest updates.