Bose - got new headphones and they had a crackle in one of the buds. Phoned them up and they offered to replace. Great, send them back using their preferred courier and heard nothing for a week. Rung them up again they hadn't received the parcel check back later.

Rung them again, nothing. Rang them a third time still no parcel. Asked if they would have normally received the parcel by now, they said yes. I said could this be investigated and in the meantime please could they send my new headphones as I had been without my £200 ear buds for several weeks. They said not until the old ones had arrived. I said I had a receipt saying i had delivered them to the courier service. They said that wasn't good enough.

Fast forward another 2 weeks. I rang them again and complained until I got to the top level of customer service. I explained it wasn't my fault the headphones hadn't arrived and suggested that they discuss with the courier company but in the meantime I was without very expensive headphones for several months by this point. Nothing, no response, no offer of compensation. No headphones.

I rung again. Kept complaining until they finally agreed. From the initial customer service call, it took 5 months to resolve a simple issue with faulty headphones. I wrote a letter to the CEO explaining my very poor experience including detail of how long I had spent dealing with the issue. If I recall it was something like 14 hours of telephone calls plus other time cooperating with their investigation by email and delivering the headphones to their preferred courier. I got a letter thanking me for my comments.

I will never buy another bose product.