mister__big
100+ Head-Fier
- Joined
- Dec 15, 2003
- Posts
- 181
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- 0
I'm done with Shure. Their "customer service" completely reeks of sheer incompetence and ineptitude. After waiting for a reply from Dan from Shure USA for a whole week (while sending him reminder emails nearly daily), I still have not received any response. Finally I fire off another email to both service@shure.com and support@shure.com, and I received the following canned response from them:
*******
Technical support for customers in Asia, Australia, New Zealand, and the Pacific region is handled by Shure Asia. A copy of your email inquiry has been sent to Shure Asia at: techsupport@shure.com.hk Please send subsequent email about this inquiry directly to Shure Asia. To contact Shure Asia: Shure - Sitemap - Looking for Something?
*******
So not only did they not read my complaint (I had ALREADY contacted Shure Asia), they are basically giving me the good ol' runaround and refusing to acknowledge the problem. This is one of the worst "customer service" I have ever seen from a major company and to me it shows that Shure basically couldn't give a crap about their customers.
On the opposite end of the spectrum, I sent a question to Westone via Twitter and not only did I receive a response quickly, Lynn Kehler (the CEO of Westone) personally replied to me as well. And I hadn't even bought anything from them! I'm seriously considering buying a Westone UM3X (to replace the E500) now after seeing their customer service in action.
In conclusion, Shure will never receive my business ever again, and I will be sure to tell everyone whom I recommended Shure to previously about this incident. I used to be a Shure supporter (as evidenced by me owning the E3c, the E4g and the E500), but they have lost all of my goodwill because of their draconian warranty policies and non-existent customer service. I hope potential Shure customers will take notice.
*******
Technical support for customers in Asia, Australia, New Zealand, and the Pacific region is handled by Shure Asia. A copy of your email inquiry has been sent to Shure Asia at: techsupport@shure.com.hk Please send subsequent email about this inquiry directly to Shure Asia. To contact Shure Asia: Shure - Sitemap - Looking for Something?
*******
So not only did they not read my complaint (I had ALREADY contacted Shure Asia), they are basically giving me the good ol' runaround and refusing to acknowledge the problem. This is one of the worst "customer service" I have ever seen from a major company and to me it shows that Shure basically couldn't give a crap about their customers.
On the opposite end of the spectrum, I sent a question to Westone via Twitter and not only did I receive a response quickly, Lynn Kehler (the CEO of Westone) personally replied to me as well. And I hadn't even bought anything from them! I'm seriously considering buying a Westone UM3X (to replace the E500) now after seeing their customer service in action.
In conclusion, Shure will never receive my business ever again, and I will be sure to tell everyone whom I recommended Shure to previously about this incident. I used to be a Shure supporter (as evidenced by me owning the E3c, the E4g and the E500), but they have lost all of my goodwill because of their draconian warranty policies and non-existent customer service. I hope potential Shure customers will take notice.