I had a little different experience today with Lightspeed service that I wanted to share. While I have never had to use lightspeed service on my 3 year old Zulu's, I noticed that one of the Foam covered earseals was starting to come apart. Odd for any headset and especially for this one with little use.
I called lightspeed and was greeted by a customer service rep. I explained the issue and wondered if she could ship me 1 ear piece. She then proceeded to explain to me that this was a "consumable item" as well as the head pad and was not covered under warranty. She explained that Lightspeed recommends to replace these items every 12 month and the end user is responsible for the cost. Say what?
I questioned as to where it indicated this in my owners manual and also that I have owned Bose and David Clark for many years and have never had an issue is such a short period of time. She reiterated Lightspeed's Policy and I stopped her mid stream. I indicated that I had always heard about Lightspeed's excellent customer service but clearly things have changed. I also noted that I had just ordered a new Lightspeed and was waiting for it to ship in September. However, based on this experience I would cancel the headset order and buy a Bose A20.
She then indicated that she would send me a "one time" complementary pair of ear seals. I verified my address and she indicated that I would see them in a week.
It's sad that I had to escalate the conversation to canceling a new $1100 headset over a .20 earseal when a simply " No problem sir, we will ship you one out gratis" would have sufficed.
She did call me back an hour later to indicate what page it was on in the manual and that she was mistaken about 12 months. It should have been 18 months. I again stood my ground and indicated that the earseal should never have fallen apart in the first place and while I appreciated the complimentary earseals, the conversation should have never had to reach the level that it did. She did not comment further, exchanged pleasantries and we both ended the call.
Your Mileage may vary.....
I called lightspeed and was greeted by a customer service rep. I explained the issue and wondered if she could ship me 1 ear piece. She then proceeded to explain to me that this was a "consumable item" as well as the head pad and was not covered under warranty. She explained that Lightspeed recommends to replace these items every 12 month and the end user is responsible for the cost. Say what?
I questioned as to where it indicated this in my owners manual and also that I have owned Bose and David Clark for many years and have never had an issue is such a short period of time. She reiterated Lightspeed's Policy and I stopped her mid stream. I indicated that I had always heard about Lightspeed's excellent customer service but clearly things have changed. I also noted that I had just ordered a new Lightspeed and was waiting for it to ship in September. However, based on this experience I would cancel the headset order and buy a Bose A20.
She then indicated that she would send me a "one time" complementary pair of ear seals. I verified my address and she indicated that I would see them in a week.
It's sad that I had to escalate the conversation to canceling a new $1100 headset over a .20 earseal when a simply " No problem sir, we will ship you one out gratis" would have sufficed.
She did call me back an hour later to indicate what page it was on in the manual and that she was mistaken about 12 months. It should have been 18 months. I again stood my ground and indicated that the earseal should never have fallen apart in the first place and while I appreciated the complimentary earseals, the conversation should have never had to reach the level that it did. She did not comment further, exchanged pleasantries and we both ended the call.
Your Mileage may vary.....
Not sure our Zulus, but I just order two sets of ear pads from Bose at a time, the cheaper ones on eBay didn't last very long and weren't as comfortable.
Geez...