I wrote a post yesterday about my experiences with my new Beats by Dr. Dre Studio Headphones that I gave myself for Christmas. Long of the short is that anytime I touch the right side of the headset I get obnoxious cracking and popping noises sounds that emanate from both ear cups. I immediately sent an email to Monster explaining the situation and asked what I needed to do to get a working pair—this was December 26th, two days ago. A day and a half later I receive an email from Monster saying, “We apologize for the inconvenience, to better assist you please contact our customer technical support 877-800-8989.” Wow, that was super helpful. Why don’t they setup an auto-reply instead of making me wait for a response like that. Let me take a step back for a second. I should also tell you that I initially called Monster for assistance only to wait on hold until I opted to leave a message when prompted. I never got a call back. Today I called the number they emailed me only to have their operator disconnect the call during the transfer to their customer support department—amateurs.
I call back again and this time go through the IVR to get to customer support. After 15 minutes of waiting on hold I say screw it and hang up. Later this afternoon I was determined to get a human being on the phone. I call back again, connect to the operator, tell her my issue, and she says she is going to transfer me to the warranty department. What she really meant was, “I’m going to transfer you to another convoluted telephone tree.” The robot on the other end gives me three options, none of which make any sense so I press “1”. After 21 minutes of listening to songs about as good as Kanye’s latest album, I finally get someone on the phone who can help me. I explain the problem with my headphones, she sets me up with a return authorization, and says she’s going to email me a FedEx packaging slip in the next couple of hours so I can send back my headphones. What a colossal waste of time. To be continued…
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