I had a hell of a game on the live chat yesterday with them saying them are unable to do anything and have me the contact number for the Glasgow support centre, to which there was no reply and constantly ringing out. So next they gave me an email address that was incorrect and bounced back. Lastly they said they would escalate to the logistics team and they would contact me shortly.
When questioning why can't they just arrange a collection and repair as before, he said he was unable to do that.
He showed no interest in owning the situation and getting a resolution for me, instead just trying to pass me to different places, and hour and 20 min on live chat, and got no where.... and no one did contact me back.
So later in the day i phoned the customer service centre, as Glasgow was still no answer and ringing through. Lady on the phone couldn't have been more helpful and agreed a collection and repair is the solution and arranged the collection for today, infact they've just been collected.
Interesting to note the faulty pair that was returned to me had a different serial number to the ones i had sent in. So guess instead of waiting to repair mine they sent a refurbished pair, that wasn't refurbished correctly and had this fault.
Will wait and see what returns, and hope this time they are working.
Also goes to prove, despite processes in place, the service is only as good as how informed and bothered the service agent can be.
