Bose - Edmonton, Alberta T5T 4J2 (West Edmonton Mall)

Manager (Jeff) | by Jakob on Oct 10, 2018

This manager is arrogant with faithful Bose customers. He argued with me that one of the ear cushion of my QC-25 Bose headphones was considered (to him) as normal/expected worn out. The ear cushions of the QC-25 model have a ''glued seam'' that (in my case) unglued all of the sudden, half of all around. This is not normal worn out... He could have offered to me a free cushion which he probably keep stock in the back store. But instead he insisted (with an arrogance) that I will have to pay $25 to get the defect part replaced in store. He didn't even told me that I could replace the cushion by myself if I'd buy it, like shown in Bose website video. I'm wondering if he knows this remove/install can be easily done by the customer itself. Why he didn't tell me? I paid $300+ dollars for these headphones. I expected Bose quality and at least a courteous after sale service. This manager (Jeff) looked just happy to see me walking out of the store, unsatisfied by his response to my concern. I mean, it could have been a good occurrence to take my weirdly broken cushion and send it to Bose designers for analysis, in a design improvement perspective... I will go further (at a higher level) with Bose Canada about this issue. This his a design problem. Not ''normal worn out.''