New discussion for AJ

Originally posted in New Owner Review - Impressions.

Moved Reply:

I bought my Bose Model II /2 bins/tonematch and just love the sound. Unfortunately after approx 20 hours of use my Powerstand refused to light up and I was without Amp Power. I sent my Power Stand back to Bose and they received it on Jan 13,2009. I have called Bose inquiring as to the "status" of my repair which is on Warranty and the only answer I get is that "when we send it back to you we will supply you with a UPS tracking number. I may add I was advised via Email by Bose that they received my PowerAmP on the the 17th. So it sad in it's box for 5 days not opened. ( They are busy at the repair center I guess ) , I am using my "old" system for gigs. They did send me a PowerCord at no charge for the toneMatch so I could use it with my "old" system which is a great gesture on their part. I just wish that once you send in your repair that they had a system to "track" it's status other than..."two weeks" is our standard turnaround time. Well...we are going into Feb 09 and I am getting nervous and there is no way to contact the repaid center directly. Thank God I did not sell my backup system. I still love Bose but am not impressed with their customer communication's regarding repair status. Dell computer used to be #1 until the customer after the sale service became became #2. This forum is great.....Bose customer service repair center should take a lesson in communication.

Moved Reply:

AJ,

I can't comment as I haven't (luckily) needed to send anything back to anyone in awhile. I will say, the last time I sent something for warranty repair (not Bose), there was no indication that they received it or when I'd be getting it back until I got the tracking number on its way back. AFAIK, this is common?

Peace.

Moved Reply:

RSM

Well at least they told me that got it even after it sat there uoped for 4 or 5 days. I have 3 gigs this week and am getting tired to lugging my old system around but hey......"At least I have a backup system! Looks like it will be another week before hopefully they can open the box and repair my Powerbase. Gezzzzzzz. If they are reading this I probably will never get it back! LOL! C'mom bose repair......get on it!

Hi AJ,

Your points are well taken. Automatic notification and some kind of way to check on repair status from the internet are definitely great features.

Over the years I've come to greatly admire our service and repair organization. But that doesn't mean we're not open to this kind of constructive feedback. If folks like you don't voice your concerns, it's just guesswork on our part to figure out how we might get better.

We have regular pow-wows internally and I'm going to bring your posts up so that we can discuss the concerns and ideas.

Thanks for taking the time to be honest and open and respectful.

With best regards,

Ken

Ken"

I called Bose again and talked with a rep who will go unnamed because asfter telling him my tale of woe regarding "status" he said he had an "in" with the repair center and "made" a call for me".
It was really nice to be able to have an estimate on the "status" of my repair. I got my power base back yesterday "minus" the nice case that I had sent with it. I called Bose and they are sending me a new case to replace the one that did not get returned to me. I must admit that once I was able to "track" my repair status I felt a lot better. Bose is really trying to make me comfortable during this process. I have a large wedding to do at the end of this month. You can bet your house that I am going to test this repair everyday! LOL!
I if I caused anyone any discomfort during this repair process please accept my apology. Thanks again ken for you comments.