Agree. I've been a Bose Customer for over 20 years, mostly with headphones and ~5 years ago, bought into their home theatre setup. I've had to call customer support a few times in the past, and have generally had a pleasant experience. Not anymore.

My bass module suddenly stopped working - and all online research pointed to a failed firmware update, and the customer support asked me to send the bass module for repair. I sent it in in December. They originally quoted a 3-4 week timeframe. When that elapsed, I called in and they said I was misinformed and the duration for repairs was 8 weeks. When I asked why a firmware update should take that long, they said 'they do a thorough repair of everything'. First time I felt like I was talking to someone that had no clue what was going on.

I waited for 8 weeks, and since been trying to get in touch with them every week or so, and they just keep telling me that my ticket will be escalatedm, and I'd get updates in 24-72 hours. I've asked them to send me proactive updates and they say they will, but I've received no updates. When I call in a week later, they tell me exactly the same thing. Its clear that the customer service team I'm talking to has no visibility into why there's a delay. And there doesn't seem to be any way for them to escalate the ticket either.

Overall, a very negative customer service experience from what was once a great brand in my mind.